Knowledge Sharing on Job Satisfaction and Organizational Commitment among Customer Service Representatives

Employees' job satisfaction and organizational commitment receive greater concern among organizations. This concern arises as it is believed that job satisfaction and organizational commitment in return will increase the bottom line and competitive advantage of that particular organization. Therefore, the main purpose of this study was to investigate the relationship between job satisfaction and organizational commitment among Customer Service Representatives (CSRs) at VADS Contact Centre, Taman Tun Dr. Ismail (TTDI), Kuala Lumpur, Malaysia. The scope of this research was the respondents who are the customer service agents at VADS Contact Centre, TTDI. Kuala Lumpur, Malaysia. The data of this study were gathered through the distribution of questionnaires that randomly selected from the total population. In this study, the researchers used the correlational and multiple regression methods. The result identified that there were diverse relationships between employee's job satisfaction and organizational commitment. The significant results only showed under the relationship between satisfaction with promotion and satisfaction with job security towards affective commitment; and also the relationship between satisfaction with supervision and satisfaction with pay towards continuance and normative commitment. Conversely, other results showed insignificant relationships. In response, several recommendations were drawn from the study. These include highlighting the factors that contribute the most towards organizational commitment among CSRs in VADS Contact Centre, TTDI, Kuala Lumpur, Malaysia. The implications of the findings are discussed.