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All Journal International Journal of Business, Technology, and Organizational Behavior (IJBTOB)
Xavier Lawrence D. Mendoza
Cavite State University – CCAT Campus Rosario, Cavite, Philippines
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Industrial & Manufacturing Engineering Library & Information Science Social Sciences

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Microanalysis of E-Money Transfer Services through E-Servqual Approach: A Basis for Enhanced Customer Satisfaction Strategy Cyrene Joy P. Santillan; Xavier Lawrence D. Mendoza; Jerico B. Tadeo
International Journal of Business, Technology and Organizational Behavior (IJBTOB) Vol. 3 No. 2 (2023): April | International Journal of Business, Technology and Organizational Behavi
Publisher : Garuda Prestasi Nusantara Consulting

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52218/ijbtob.v3i2.268

Abstract

Adopting various technologies in enterprises was vital since it provided a quick service process. E-money transfer services study aimed to evaluate customer satisfaction with e-money transfer services using E-SERVQUAL Approach. The researchers used a descriptive-correlational research design and purposive sampling to select 100 e-money transfer service customers in selected Cavite municipalities. The study's results revealed that the participants were primarily young adult females, commonly single. The results showed that most participants were college undergraduates with a monthly income of Php 10,000 and below. The study showed that the customers were highly satisfied with e-money transfer services regarding reliability, security, website design, accessibility, and personalization. In contrast, in terms of responsiveness, the customers were satisfied. The study found that the biggest challenges in utilizing e-money transfer services were lack of prompt responses, slow money processing, the possibility of committing fraud, lack of creativity of the website, not an accessible website, and lack of expertise. This study showcased that the age of customers has a significant difference to the reliability of e-money transfer services. This study recommended that e-money transfer services improve the e-service quality for customer satisfaction. Keywords: E-money transfer services, customer satisfaction, online services, E-SERVQUAL
The Workplace Environment, Employees’ Retention, and Performance: A Focus on Non-Voiced BPO Employees for an Enhance Staff Development Program Eunice Rain E. De Jesus; Hillard D. Noveno; Noemie E. Villamor; Jerico B. Tadeo; Xavier Lawrence D. Mendoza
International Journal of Business, Technology and Organizational Behavior (IJBTOB) Vol. 3 No. 2 (2023): April | International Journal of Business, Technology and Organizational Behavi
Publisher : Garuda Prestasi Nusantara Consulting

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52218/ijbtob.v3i2.269

Abstract

The business process outsourcing (BPO) Industry is known for being one of the most stressful service industries in its workforce. The main objective of this study is to identify the different factors that affect the work environment, employees’ retention, and performance of non-voice BPO employees. The authors used descriptive-causal to identify the factors and socio-demographic profile of the respondents. The 250 respondents were purposively selected from five different BPO companies in the National Capital Region (NCR). Considerably, the results revealed that most of employees are female, are 18 to 24 years old, earn between Php16,000 and Php21,000 monthly, are single, and college undergraduates. The study found out that leadership performance management system, health and safety policies, personal development, and organizational culture are factors that affect the work environment, employees’ retention, and performance of non-voice BPO employees. Considerably, it was revealed that there was no significant relationship between socio-demographic profile of the respondents and the extent factors that affects the work environment, employees’ retention, and performance of non-voice BPO employees. The researchers recommend this study to intensify monetary and non-monetary benefits as well as creation of employee centered program within the workplace. Keywords: business process outsourcing, non-voice employee, workplace environment, employee retention, performance.
Co-Authors Cyrene Joy P. Santillan Eunice Rain E. De Jesus Hillard D. Noveno Jerico B. Tadeo Noemie E. Villamor