October 16, 2019
The study purports to surface the impact of education mismatch and skill mismatch to the employees’ work productivity in the BPO industry. The study utilized structural equation model (SEM) to determine the causal relationships among education mismatch, skill mismatch, job satisfaction and productivity. Two hundred twenty-eight (228) call center agents from four (4) BPO companies in Makati and Quezon City participated in this exploratory study. The data were taken through a multi-aspect survey questionnaires. The model revealed that (1) education mismatch positively correlates with skill mismatch, (2) both mismatches negatively affect job satisfaction and (3) job satisfaction positively affects productivity. Findings of the study implies human resource interventions through trainings and programs that will help narrow down the gap between mismatches and the competencies required for the job.
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