Factors Influencing Job Dissatisfaction and Turnover Intention Among Contact Centre Agents
Table 2: Demographic Profile of the Respondents
| Demographic | Category | Frequency | Percentage |
| Malay | 110 | 71.0 | |
| Ethnicity | Chinese | 11 | 7.1 |
| Indian | 27 | 17.4 | |
| Others | 7 | 4.5 | |
| Gender | Male | 77 | 49.7 |
| Female | 78 | 50.3 | |
| 20-29 years old | 67 | 43.2 | |
| Age | 30-39 years old | 79 | 51.0 |
| 40-49 years old | 8 | 5.2 | |
| above 51 years old | 1 | 0.6 | |
| SPM | 10 | 6.5 | |
| STPM | 16 | 10.3 | |
| Education Level | Diploma | 44 | 28.4 |
| Bachelor’s degree | 77 | 49.7 | |
| Masters | 7 | 4.5 | |
| Others | 1 | 0.6 | |
| Less than RM2,000 | 13 | 8.4 | |
| Monthly Income (RM) | RM2001 to RM4,500 | 73 | 47.1 |
| RM4,501 to RM6,000 | 39 | 25.2 | |
| RM6001 to RM8,000 | 22 | 14.2 | |
| RM8001 to RM10,000 | 6 | 3.9 | |
| Above RM10,000 | 2 | 1.3 | |
| Telecommunication | 13 | 8.4 | |
| Type of industry | Services | 36 | 23.2 |
| Banking | 85 | 54.8 | |
| Others | 21 | 13.5 | |
| Less than 5 years | 53 | 34.2 | |
| Total years of experience in Contact Centre | 5 – 10 years | 72 | 46.5 |
| 11-15 years | 25 | 16.1 | |
| 16 – 20 years | 4 | 2.6 | |
| More than 21 years | 1 | 0.6 |