Transformational leadership, job satisfaction and turnover intention: The mediating role of organizational commitment among call center agents in Metro Manila, Philippines

• Main Author: Tocle, Redmund Joseph D.
• Format: text
• Language: English
• Published: Animo Repository 2022
• Subjects: Transformational leadership; Job satisfaction; Call center agents > Philippines > Metro Manila; Organization Development
• Online Access: https://animorepository.dlsu.edu.ph/etdm_behsc/9; https://animorepository.dlsu.edu.ph/cgi/viewcontent.cgi?article=1008&context=etdm_behsc
• Institution: De La Salle University

This study looks at the relationship of transformational leadership and job satisfaction to turnover intention, including the mediating factor of organizational commitment among 87 call center agents in Metro Manila, Philippines. This study used a quantitative-cross-sectional and explanatory design and involved online survey of call center employees as a research method. Respondents were selected through a non-probability sampling technique specifically through snowball sampling or referral method. The results of this research showed a high level of transformational leadership exhibited in call center companies, high level of job satisfaction among call center agents, high organizational commitment, but only average turnover intention. Out of all the employee background characteristics that were looked at, only age was found to be significantly related to turnover intention. Most importantly, this research highlights the important role that organizational commitment as a mediator as the results of this study showed that organizational commitment fully mediates the relationship of transformational leadership and job satisfaction to turnover intention.