The Moderating Roles of Organizational Commitment on the Relationship between Quality of Work Life and Turnover Intention among Call Center Employees

Narehan Hassan, Nur Munirah Wan Mazlan, Mazuin Mat Halif, Shereen Noranee, Noor Zalina Zaina
Faculty of Business and Management, Universiti Teknologi MARA


In recent years, employees’ turnover is a major concern for many organizations especially those that provide call centers. This is due to the fact that turnover among employees will resemble that something is not right about that organization and may cause the reputation of that company. In addition, it will incur both direct and indirect costs to hire new employees. Turnover is eminent among all center employees because of the stressful working conditions at the call centers. The purpose of this study was to identify the effects of quality of work life (QWL) variables, which include general well-being, control at work, home-work interface, job career satisfaction, stress at work and working conditions towards employee turnover intention. It also sought to investigate the moderating roles of organizational commitment towards the relationship between QWL and turnover intention. The research was conducted among call center employees at two major companies which were Digi Telecommunications and Xerox Business Services Malaysia. The quantitative research method was used and data were collected using questionnaires. Respondents were selected using convenience sampling and data were analysed using descriptive statistics, Pearson correlation, regression and hierarchical multiple regression analysis. The findings of this study revealed organizational commitment did not moderate the relationship between quality of work life and turnover intention among call center employees. However, all sub-variables of organizational commitment (affective, normative and continuance) did moderate one element in quality of life which was stress at work towards turnover intention. In addition, the researchers also found that only stress at work influenced employee turnover intention. It is recommended that employers to manage stress among employees at call centers by giving them better benefits to reduce turnover and to reward them with non-intrinsic compensation to keep them happy at the workplace.

Keywords: Quality of work life, Turnover intention, Organizational commitment, Call center employees, Stress at work