The Percived Effect of Human Resource Management Practices o

发布时间：2024-02-15 10:49

　　人力资源是组织中最突出的资源之一。人力资源是非常宝贵的,必须被视为组织的支柱。因此,组织必须制定适当的措施,以确保组织中人力资源的满意度。据观察和经验分析,在客户服务中心,员工的工作满意度并不持久,在大多数情况下,这是一个比较棘手的问题,这主要是由于呼叫中心或客户服务平台的实际工作情况导致的,即升职的机会非常有限,而这又是由于组织结构的扁平化。本研究的目的是探讨人力资源管理实践对客户关怀服务中员工工作满意度的影响。本研究采用解释性横断面问卷进行调查,并利用SPSS、Microsoft Excel等统计软件进行分析。采用多元回归分析法对人力资源管理实践与员工工作满意度的关系进行了检验,并计算了 β系数。研究分析表明,人力资源管理实践在很大程度上影响着员工的工作满意度。研究建议,webhelp可以找到改善员工参与度的方法,以提高员工工作满意度。本研究的结果不能概括为其他客户关怀平台,也不能概括为两个组织。因此,建议对员工工作满意度进行更多的研究,以验证人力资源管理实践对员工工作满意度的影响,尤其是在非洲的组织中,并建议对未来的研究进行纵向研究,观察人力资源管理实践对员工工作满意度的影响。更...

【文章页数】：82 页

【学位级别】：硕士

【文章目录】：
摘要
ABSTRACT
ACKNOWLEDGEMENT
ACRONYMS AND ABBREVIATIONS
CHAPTER ONE:INTRODUCTION
    1.1 BACKGROUND OF THE STUDY
        1.1.1 The concept of Perception
        1.1.2 Importance of Human Resource to Organizations
        1.1.3 Employee Job Satisfaction
        1.1.4 Webhelp Ivory Coast
    1.2. ARTICULATION OF THE PROBLEM STUDIED
    1.3. RESEARCH OBJECTIVES
    1.4 SIGNIFICANCE OF THE STUDY
    1.6 SCOPE OF THE STUDY
    1.7 ORGANIZATION OF THE DISSERTATION
CHAPTER TWO:LITERATURE REVIEW
    2.1 INTRODUCTION
    2.2 THEORETICAL REVIEW IMPLYING EMPLOYEES'JOB SATISFACTION
        2.2.1 The Two-Factors Theory of Herzberg(1956)
        2.2.2 The Hierarchy of Needs theory of Maslow(1943)
        2.2.3 The Vroom's Expectancy Theory
    2.3. HUMAN RESOURCES MANAGEMENT PRACTICES
    2.4. JOB SATISFACTION
    2.5. HRM PRACTICES IN RELATION TO EMPLOYEE JOB SATISFACTION
        2.5.1. Compensation and benefits
        2.5.2 Career management
        2.5.3 Training and Development
        2.5.4 Employee Empowerment and Involvement
        2.5.5 Initiating Employee Suggestions
        2.5.6 TRANSPARENCY IN COMMUNICATION
CHAPTER THREE:RESEARCH METHODOLOGY
    3.1 INTRODUCTION
    3.2 RESEARCH DESIGN
    3.3 TARGET POPULATION
    3.4 SAMPLING METHOD
    3.5 DATA COLLECTION PROCEDURE
    3.6 DATA ANALYSIS
    3.7 Multiple Regression Model
CHAPTER FOUR: RESEARCH FINDINGS AND DISCUSSIONS
    4.1 INTRODUCTION
    4.2 RESPONSE RATE
    4.3 DEMOGRAPHIC DATA
        4.3.1 Gender of the respondents
        4.3.2 Age Range
        4.3.3 Level of Education
        4.3.4 Job Category
    4.4 EFFECTIVENESS OF HUMAN RESOURCES MANAGEMENT PRACTICES
        4.4.1 Remuneration and benefits
        4.4.2 Career Management
        4.4.3 Training and development
        4.4.4 Workers empowerment and involvement
        4.4.5 The inception of Employee Suggestions
        4.4.6 Transparency in communication
        4.4.7 Employees' Satisfaction
    4.5 TESTING THE RESULT ON THE PERCEPTION OF THE EFFECT OF HRM PRACTICES ON JS
        4.5.1 Test of the multicollinearity between the independent variables
        4.5.2 Multiple Linear Regression
    4.6 DISCUSSION OF THE RESULTS
CHAPTER FIVE:SUMMARY, CONCLUSION AND RECOMMENDATION
    5.1 INTRODUCTION
    5.2 SUMMARY OF THE STUDY
        5.2.1 Summary of the results
    5.3 CONCLUSION
    5.4 RECOMMENDATIONS
    5.5 LIMITATIONS OF THE STUDY
    5.6 SUGGESTIONS FOR FURTHER STUDIES
REFERENCES
APPENDIX A
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