Cyril A. Cabello (MAEd) & Amelia M. Bonotan (PhD)
Cebu Normal University, Cebu City, Philippines
cabelloc@cnu.edu.ph & bonotana@cnu.edu.ph
Date Received: May 31, 2020; Date Revised: January 5, 2021
Asia Pacific Journal of Management and Sustainable Development
Vol. 9 No. 1, 1-11
March 2021 Part III
ISSN 2782-8557
Designing and Validating an Instrument to Assess the Wellness of Business Process Outsources’ Customer Service Associates 515 KB 5 downloads
Cyril A. Cabello (MAEd) & Amelia M. Bonotan (PhD) Cebu Normal University, Cebu...The Business Process Outsource (BPO) industry serves as the economic lifeblood of the country. One of the top challenges of the BPO is employee attrition. The cost of hiring a new employee and training that person for the job is time-consuming and very expensive. Employee attrition can be curbed by timely checking their agents’ wellness in terms of Work-Life Balance, Organizational Commitment, and Health Consciousness and implementing interventions or developmental programs along these lines. For decades of having BPO in the Philippines, there’s no instrument that assesses the employees’ wellness in terms of these three constructs. This gap prompts the researchers to design and validate an instrument that can help employers and managers assess their employees’ wellness. The researchers developed an instrument called Customer Service Associates’ (CSA) Wellness Questionnaire, that can measure wellness in terms of Work-Life Balance (WLB), Organizational Commitment (OC), and Health Consciousness (HC), adapting the steps in instrument construction by Colton and Covert (2007). Two rounds of pilot testing were conducted to 52 BPO employees using Cronbach’s alpha for reliability by researchers in Cebu City, academic year 2019-2020. While face,content validity tests and factor analyses for construct validity, were performed. The instrument yielded Cronbach’s alpha coefficients of WLF= 0.874; OC= 0.874; and HC= 0.850 or high reliability results. The Exploratory Factor Analyses results revealed that the three constructs – Work-life Balance (WLB),Organizational Commitment (OC) and Health Consciousness (HC) were valid for factor analyses with KMO> 0.5; and factor analyses for Eigenvalues greater than 1 and cumulative percentages of variance of the three constructs’ factors are all greater than 75%. The analyses of the results provided robust evidence that the instrument is both valid and reliable and can be a very useful tool for top management and employers to assess their employees’ wellness in terms of work-life balance, organizational commitment and health awareness, bases for decision-making and policy directions.
Keywords: work-life balance, organizational commitment, health consciousness, instrument, validity, reliability