Job satisfaction of contact center agents at a Thai event organizer company A.

Abstract

The purpose of this paper is to explore job satisfaction of contact center agents at a Thai event organizer company. Moreover, motivation factors that could lead to job satisfaction were also identified in order to see which factors were the most influencing ones. The difference of motivation factors between administrative and par ttime employees have been classified The research used the qualitative approach using face to face interviews and participant observations. 10 interviewees with different backgrounds and positions were selected as samples for this study. They are employed in both administrative positions and part time employees. Several of the questions were constructed from Herzberg Two Factors Theory and were used to ask all respondents about their work environments, and to share their experiences. In addition, ranking the factors which they think was the most significant; influencing their job satisfaction was conducted. The factors included extrinsic and intrinsic factors which were based on the Two Factors Theory; hygiene and motivational factors. The findings revealed that administrative employees and part time employees have something in common. Their job satisfaction was motivated by the same factor which was salary and extrinsic factors. KEY WORDS: Job satisfaction / Motivation / Extrinsic / Intrinsic