The relationship between employee motivation and employee performance: The case of call center service in telecommunication company in Thailand.

Abstract

This research studies the relationship between employee motivation and performance. Due to the low pay and and stressful working conditions, call center staffs are not highly motivated. Low motivation leads them to the low performances. This research paper reviews a number of motivational factors that enhance the performance of the employee. This research uses an employee motivation factors as an independent variable and employee performance as dependent variable. Data were collected from 50 respondents comprising the call center staffs interacting with the clients. The survey was guided by the research questions, and a self-developed five-point Likert structured questionnaire was the main instrument used in collecting data. Data was analyzed with descriptive and inferential statistics including the factor analysis, correlation analysis and multiple linear regression. Resulted showed that the motivation factor including the Accountability and the Relationship with peers for the employees are positively correlated with the employee performance.

KEY WORDS: Employee Motivation / Employee Performance / Accountability /Relationship with Peer