Relationship among organizational justice, job satisfaction, and turnover intention as perceived by Call Center Agents.

Abstract

The main objective of this study was to examine the correlation among Organizational Justice, Job Satisfaction, and Turnover Intention of call center agents. This study also aimed to investigate the significant difference in the mean scores of female and male respondents on these three constructs. Survey questionnaires were administered to 120 employees of a single call center agency. Data analysis reported that organizational justice was positively and strongly related to job satisfaction. Organizational justice and turnover intention, and job satisfaction and turnover intention were found to have a moderate negative relationship. All of the facets of organizational justice (distributive, procedural, and interactional) were significantly and positively related to job satisfaction. Only distributive justice and interactive justice were found to have a significant negative relationship with turnover intention. T-test results indicated that females were significantly more satisfied than males. Organizational justice and turnover intention scores in males and females were not significantly different. This research offers valuable insights to Company X as to how they can manage their employees and improve work outcomes using organizational justice.