The Impact of Job Satisfaction on Turnover Rate in the Contact Center Environment in the Jordanian Labor Market

Samira Ismael and Mohammad Shehada
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Samira Ismael: Talal Abu-Ghazaleh University College for Innovation, Amman, Jordan
Mohammad Shehada: Talal Abu-Ghazaleh University College for Innovation, Amman, Jordan

International Journal of Management Science and Business Administration, 2020, vol. 6, issue 5, 44-55

Abstract: The Jordanian economy is declining due to the political and economic conditions in the region, which caused more scarcity of resources and lowering the investment rate. Therefore, the services sector has become more important in the Jordanian labor market and the Contact Center Environment has become even more important. Yet, one of the most brilliant goals for the Contact Center is to lower the turnover rate and deliver the best service to the clients. This paper measured the impact of job satisfaction on turnover rate in the Contact Center Environment. Service providers at inbound call centers answered the questionnaires designed to measure the impact of their job satisfaction with its elements (social satisfaction, salaries, benefits, career growth and safety, psychological and physical environment) on their intent to turnover. 100 questionnaires were distributed randomly in different Contact Centers in the Jordanian labor market. Sixty-eight respondents were received, and the valid ones for analysis were 58. The research identifies a significant impact of Job safety and career growth as major variables that affect the intention and the turnover rate among employees in the Contact Center.

Keywords: Job satisfaction; Turnover rate; Jordanian Labor Market; Job satisfaction impact on turnover rate (search for similar items in EconPapers)
JEL-codes: M00 (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:mgs:ijmsba:v:6:y:2020:i:5:p:44-55

DOI: 10.18775/ijmsba.1849-5664-5419.2014.65.1006

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