Professional Documents
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Chapter 3
Chapter 3
Methodology
This chapter includes and discusses the method of management strategies employed by
managers of a call center in megaworld Iloilo city. It explains the research design, data
Research design
This study will be using descriptive research design. Descriptive research methods are
pretty much as they sound - they describe the situation. They do not make accurate prediction,
and they do not determine the cause and effect (Hale,2018). Descriptive research is a study
designed to depict the participants in an accurate way. More simply put, descriptive research is
all about describing people who take part in the study (Kowalczyk,2018).
In this study, we will attempt to determine the Management strategies employed by the
Jankowicz (2005) defines “sampling as, the deliberate choice of people, the sample, who
are going to provide the research with necessary data from which conclusions are to be drawn,
those conclusions will be valid for a larger group of people, the population, which is represented
by the sample”
The samples of this research paper will be the call center managers working in call ceter
found in megaworld Iloilo City. The reason for choosing them is because they are the people
responsible for scheduling call agents and quality improvement department, but they were not
chosen randomly. Also, to address validity and reliability in responses these people were
chosen as respondents and in way there is high probability to achieve appropriate information
After testing and modifications, the questionnaire will be given to chosen sample for the
study. First the researcher will create a letter for permission to conduct a survey and submit to
chosen call center companies at Megaworld, Iloilo City. Secondly, the researcher will go to the
selected call center companies at Megaworld, Iloilo City. Third, the researcher will ask for
permission to stay for an hour or 2 and ask call center agents or employee if they can answer
the questionnaire. Fourth the researcher will go to the next call center company. Fifth, the
researcher will repeat the first to fourth steps. Lastly, the researchers will collect the data. One
hundred copies of the questionnaire will be given to the respondents. Questionnaire will be
The questionnaires will be given to the respondents to gather the data needed for the
study. The questionnaires are divided into two parts. The first part determines the profile of
the respondents in terms of age, sex, educational attainment, civil status and employment
career. The second part of the questionnaire is the respondent’s responses as to the
and controlling. Each item in the instrument is answerable by any of the following
Unsatisfactory.”
Content Validity of the instrument
Content validity refers to the extent to which the items on a test are fairly representative
of the entire domain the test seeks to measure. This entry discusses origins and definitions of
content validation, methods of content validation, the role of content validity evidence in validity
arguments, and unresolved issues in content validation accorting to Neil J. Salkind (2010).
The adviser will first check the questionnaire for corrections . The approved questionnaire
will then be given to 3 experts in the field of research for the content to be validated. The
comments and suggestions will be incorporated on to the final copy of the instrument.
The questionnaire will provide dependable and reliable data. Since the questionnaire
tests the consistency of the information that is gathered. Respondents must be questioned
similar information from all employee or interviewee. Thus the test that we will be using is the
Anova means is a statistical method used to test differences between two or more means.