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Impacts of Generation Y and Generation X on employee retention in a call centre in on-line banking sector in Ireland

Kargun, Elmas (2014) Impacts of Generation Y and Generation X on employee retention in a call centre in on-line banking sector in Ireland. Masters thesis, Dublin, National College of Ireland.

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Abstract

The aim of this study was to investigate the impacts of Generation Y and Generation X on employee retention in call centre of Company X that operates in on-line banking sector in Ireland. To determine if those generations have impact on employee retention in call centre through their preferences and attitudes. The objectives of the study were to determine if differences exist between Generation Y and Generation X in terms of their decision to stay in call centre of Company X. Also, to determine which generation is more inclined to quit from the call centre of Company X.

A quantitative method used for this study. The data for the study was collected through on-line questionnaire that had two open-ended questions. The questionnaire was administrated to employees in the call centre of Company X.

The study found that the Generation Y and Generation X positively impact employee retention in call centre. The research also concluded that there are no differences between Generation Y and Generation X in terms of their decision to stay in the call centre. Interestingly, the research also found that there is no difference between Generation Y and Generation X in terms of their decision to stay. With the quantitative data gathered from the questionnaire and the related literature review, a list of recommendations specific to Company X have been compiled.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HG Finance > Banking > E-banking
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management > Employee Retention
Divisions: School of Business > Master of Arts in Human Resource Management
Depositing User: Claire Wallnutt
Date Deposited: 22 Nov 2014 13:26
Last Modified: 22 Nov 2014 13:26
URI: http://trap.ncirl.ie/id/eprint/1763

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