Organizational justice to determine job satisfaction

Ambiga , Sreedharan (2007) Organizational justice to determine job satisfaction. Masters thesis, Open University Malaysia (OUM).

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Abstract

The purpase af this study is ta identifl how perceptian af argmizational justice plays an important role in employees' job satisfaction to the chosen call centre. It also examines the role of demographic factors as a moderator in linking organizational justice and job satisfaction. This study also was done to determine possible methods to retain employees in the chosen call centre and using performance management resources to mhhke turnover rate in the call centre industry. A total of 300 questiomaim were distributed to the management group and customer service professional (CSP) group. In total, 288 questionnaires were returned and eight were eliminated due to excessive missing data. From 280 responses, 30 responses were h m management group and 250 responses were h m CSP group. Besides questionnaire, literature reviews and informal interviews were used in research methodology. The outcome shows that organhtional justice has effects on employees' job satisfdon and it also has a linkage with five demographic factors. It is hoped that this study will contribute to the much needed literatme on ~rga~zatiojudst ice and ta the rmngence and evolution of research in the area of organizational justice not only for call centre industries but also for other industries. (Author's only)

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