Demographic profile and aggression level of call center and non-call center employees in Makati and Manila / by Liezeth N. Juan.

By: Contributor(s): Material type: TextTextLanguage: English Publication details: Indang, Cavite : Cavite State University- Main Campus, 2009.Description: xi, 87 pages : illustrations ; 28 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
Subject(s): DDC classification:
  • 302.5  J87 2009
Online resources: Production credits:
  • College of Arts and Science (CAS)
Abstract: JUAN LIEZETH N. Demographic Profile and Aggression Level of Call Center and Non Call Center Employees in Makati and Manila. Undergraduate Thesis. Bachelor of Science in Psychology. Cavite State University, Indang Cavite. April 2009. Adviser: Mrs. Ma. Alodia C. Mercado. This research is a descriptive — correlational and comparative type of endeavor which is intended to get first information about the workplace aggression among respondents coming from different companies: Convergys and Genpact Wachovia which are known to be call center and PNB and RCBC which are non-call center located in Makati and Manila. This study determined the profile of the respondents, the level of their aggression, and assessed the difference of aggression level among respondents and delved the relationship of demographic profile and the level of aggression. The scope of the research was limited only to employees working in call center and non-call center in Makati and Manila. A total of 240 respondents from different company were tapped for this study. The respondents were selected randomly, classified into: 120 call center agents from Convergys and Genpact Wachovia, and 80 employees from PNB and RCBC banks. This study utilized the Aggression Level Scale which underwent content validity and reliability. Mean, Standard Deviation, Man-Whitney Test, Spearman Rank, Point Biserial, Chi Square and Contingency Coefficient were used in analyzing the data. The results for the Demographic Profile indicated that majority of the respondents had ages ranging from 21 to 25 for the call center company and 26 to 30 for the non-call center. Majority were females and receive a salary ranging from 15, 001 and above. Finally, the results revealed that there is no significant relationship between the demographic profile and aggression level of call center and non all center employees in Makati and Manila.
Star ratings
    Average rating: 0.0 (0 votes)
Holdings
Item type Current library Collection Call number Materials specified URL Status Notes Date due Barcode
Theses / Manuscripts Theses / Manuscripts Ladislao N. Diwa Memorial Library Theses Section Non-fiction 302.5 J87 2009 (Browse shelf(Opens below)) Link to resource Room use only T-3914 00007728

Thesis (BS Psychology) Cavite State University

Includes bibliographical references.

College of Arts and Science (CAS)

JUAN LIEZETH N. Demographic Profile and Aggression Level of Call Center and Non Call Center Employees in Makati and Manila. Undergraduate Thesis. Bachelor of Science in Psychology. Cavite State University, Indang Cavite. April 2009. Adviser: Mrs. Ma. Alodia C. Mercado.
This research is a descriptive — correlational and comparative type of endeavor which is intended to get first information about the workplace aggression among respondents coming from different companies: Convergys and Genpact Wachovia which are known to be call center and PNB and RCBC which are non-call center located in Makati and Manila. This study determined the profile of the respondents, the level of their aggression, and assessed the difference of aggression level among respondents and delved the relationship of demographic profile and the level of aggression. The scope of the research was limited only to employees working in call center and non-call center in Makati and Manila. A total of 240 respondents from different company were tapped for this study. The respondents were selected randomly, classified into: 120 call center agents from Convergys and Genpact Wachovia, and 80 employees from PNB and RCBC banks. This study utilized the Aggression Level Scale which underwent content validity and reliability. Mean, Standard Deviation, Man-Whitney Test, Spearman Rank, Point Biserial, Chi Square and Contingency Coefficient were used in analyzing the data.
The results for the Demographic Profile indicated that majority of the respondents had ages ranging from 21 to 25 for the call center company and 26 to 30 for the non-call center. Majority were females and receive a salary ranging from 15, 001 and above. Finally, the results revealed that there is no significant relationship between the demographic profile and aggression level of call center and non all center employees in Makati and Manila.

Submitted to the University Library 06/29/2009 T-3914

Copyright © 2023. Cavite State University | Koha 23.05