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METHODOLOGY

This chapter includes the specific process or procedure that was utilized in order to

gather the data necessary to answer the problems presented in this study by the researcher.

Research Design

The research methodology employed follows the sequential explanatory design.

The process begins with quantitative data collection and analysis, offering an initial

overview of the subject of study. Subsequently, qualitative methods are introduced to

delve deeper into the quantitative data, facilitating a more comprehensive interpretation.

The aim is to identify aspects in the quantitative results that require further clarification

or exploration, using qualitative insights as a means to enhance understanding.

Furthermore, the design initiates with qualitative data collection and analysis to gain a

profound understanding of the research context. In this design, qualitative findings play

a pivotal role in shaping and refining the quantitative measures employed later in the

research process, introducing an innovative dimension to the methodology.

The study is a mixed method research design primarily the Sequential Explanatory

Design. In the context of a study on job satisfaction and job performance of employees with

education-job mismatch in business process outsourcing (BPO) companies. In the quantitative

phase, the researchers will collect numerical data related to job satisfaction and job

performance. This involves using survey questionnaires such as the Job Satisfaction Survey

(JSS) and Individual Work Performance Questionnaire (IWPQ) to be filled out by the

respondents to gather quantitative data from the sample of employees in BPO companies. In

the qualitative phase, the researchers will collect in-depth qualitative data through semi-

structured interviews. The researchers will compare and relate the results from both data
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sources then mix the results during the overall interpretation of the research. Thus, allowing for

comprehensive understanding of the interplay between job satisfaction and job performance

among Business Process Outsourcing employees. As the data is analyzed, researchers will

discern the significance of discrepancies in achieving employee satisfaction and their

contribution to enhancing work performance.

Hypothesis

1. Null Hypotheses (H0):

1.1 There is no significant relationship between at least one demographic variable

(Sex, Age, Educational Attainment, or Job Position) and job satisfaction among

BPO employees.

1.2 There is no significant relationship between at least one demographic variable

(Sex, Age, Educational Attainment, or Job Position) and job productivity among

BPO employees.

1.3 There is no significant relationship between job satisfaction and job productivity

among BPO employees who experience education-job mismatch.

Sources of Data

The responses that the researcher will gather from the participants who graduated in

college and are working in any BPO companies in Cavite are the primary source of data; their

responses on the 12-item semi-structured interview, Satisfaction Survey (JSS), and Individual

Work Performance Questionnaire (IWPQ), These will be used to describe the perception of

participants regarding the mismatch of their college degree to their job position in BPO.

Published and unpublished articles, theses and dissertations, research journals, online

and printed books, and data from the government websites will be used as secondary sources

of data to support the formulation and findings of this study.

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Participants of the Study

The respondents of the study are graduates from the year 2015-2022, residing in any

municipality in the province of Cavite who are currently working in a Business Process

Outsourcing company for two years and more. The demographic profile will focus on the age,

gender, monthly income, educational attainment, and job position of the respondents. The

current work of the participants should not be aligned to his/ her bachelor’s degree.

Sampling Technique

The sampling technique used in this study is a non-probability purposive and snowball

sampling technique. This involves identifying and selecting individuals or groups of individuals

that are especially knowledgeable about or experienced with a phenomenon of interest

(Crestwell & Plano Clark, 2011).

Participants will be selected according to the needs of the study (Steph, 2017).

They will be chosen on the basis of the following criteria considered for the participants and

these are: (1) college graduates from the year 2015-2022. The year 2015 was the peak of the

Philippines Business process outsourcing industry. It is the moment when many companies are

running smoothly and brightly. Since then, the government has tried to create different programs

to attract companies and investors to build their BPO companies in the Philippines including tax

exemptions, tax holidays as well as a simpler export and import procedure. (Solutions, 2023). In

2019, more than1000 BPO companies are estimated to employ 1.3 million, a growth rate of 8-10

percent per year (Rostron, 2019); (2) work for 2 or more years as call center agents in the BPO

industry and (3) working on site. General Satisfaction was greater among physicians working on

site than among remote workers in medical call centers (Alfaleh, Alkattan, Alageel, Salah,

Almutairi, Sagor & Alabdulkareem, 2021).

Data to be gathered
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Data Gathering Procedure. To gather data for a quantitative approach, the researcher will

provide a survey questionnaire, the Job Satisfaction Survey (JSS) and Individual Work

Performance Questionnaire (IWPQ) to be filled out by the respondents. Subsequently, the

researchers will analyze and interpret the gathered data. The results will serve as a basis in

choosing the participants for the qualitative approach. In this, the researchers will delve into the

Job Satisfaction and Job Performance. Covering the other possible underlying factors on why

the participants chose to become BPO employees. The challenges faced and the coping

mechanism they use in working in an industry which is not aligned to their degree. Afterwards,

results from the interview will be transcribed and coded to identify patterns and distinguish the

themes. After the interpretation, the researchers will proceed to correlate the results for the

quantitative and qualitative approach in order to form an overall interpretation of the two

approaches.

Will look for an appropriate scale to use

Will construct a self-made questionnaire for semi-structured interview

Will design the research instrument and informed consent

Will submit the instrument to the thesis adviser and technical critic

Will submit the instrument to experts for validations

Will use probability purposive sampling technique in Business Process

Outsourcing companies in Cavite

In quantitative approach, the researcher will conduct a face to face survey

questionnaire on BPO employees based on the criteria set by the
researchers

Will analyze and interpret the gathered data in SPSS

In qualitative approach, from the result of quantitative approach will choose

participants for the self-made questionnaire semi-structured interview
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Figure 2. data gathering procedure of the study.

Research Instrument. The study will use Job Satisfaction Survey (JSS), Individual

Work Performance Questionnaire (IWPQ), and self-made questions for a semi-structured

interview. The instruments used in the study will be presented to three (3) experts for the

validation and the accuracy for each instrument, along with a clear explanation of the research

objectives and the intended use of the questions. The experts will be requested to review each

question carefully, considering its clarity, relevance, reliability, validity, and appropriateness for

the research study. They will also be asked to assess the overall structure and flow of the

questionnaire for the semi-structured interview guide. Their expertise and critical feedback are

invaluable in identifying any potential biases, ambiguities, or weaknesses in the instruments

used. By involving multiple experts, the aim is to obtain a diverse range of perspectives,

ensuring a comprehensive, reliable, and valid evaluation of the instrument. Incorporating their

suggestions and revisions can enhance the validity and accuracy of the instruments used,

ultimately leading to a more appropriate and accurate collection of gathering data.

Job Satisfaction Survey (JSS)

The Job Satisfaction Survey (JSS) is a comprehensive instrument consisting of 36 items

that capture the attitudes and perceptions of employees regarding their jobs (Spector, 1985).

These items are designed to measure nine specific facets of job satisfaction, each of which is

assessed with four items. Each item is presented in a summated rating scale format, offering six
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response choices, ranging from "strongly disagree" to "strongly agree” (Sapar & Oducado,

2021). To ensure the validity of the survey results, about half of the items will be written in

reverse-scored format. This helps to eliminate response bias and provides a more accurate

representation of an individual's job satisfaction levels. Furthermore, this instrument

encompasses a wide range of organizational settings, allowing researchers to draw meaningful

comparisons and make informed decisions based on the survey results.

Based on the study of Gonzaga, Mangarin, & Monataño, the study on job satisfaction

and work engagement among millennial employees in BPO companies in the Davao Region

employed two sets of survey questionnaires. The first questionnaire, the Job Satisfaction Survey

by Paul E. Spector, consisted of 36 items and was piloted for reliability, yielding an internal

consistency value of 0.70. The second questionnaire, the Utretcht Work Engagement

questionnaire (UWES-17) developed by Schaufeli and Bakker in 2004, included 17 items and

was tested for reliability using Cronbach's alpha, with a value of 0.81.

Validity and Reliability

The Job Satisfaction Scale (JSS) demonstrated strong reliability and validity. The total

scale exhibited high internal consistency, with a coefficient alpha of 0.91, indicating that the

individual items within the scale consistently measured job satisfaction. Furthermore, the test-

retest reliability coefficient for the scale was 0.71, suggesting reasonable stability over time,

implying that participants' responses remained relatively consistent when measured at different

points. Cronbach’s alpha for the entire JSS was 0.88, reflecting robust internal consistency

among participants' responses, reaffirming the scale's reliability in capturing job satisfaction

effectively. These findings collectively underscore the validity and reliability of both instruments

in assessing individual work performance and job satisfaction, bolstering their credibility as

research tools in related studies.

Scoring and Interpretation

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The Job Satisfaction Survey (JSS) is structured with a mix of positively and negatively

worded items. Each of the nine facet subscales, composed of four items each, and has scores

that range from 4 to 24. The total job satisfaction score, derived from the sum of all 36 items,

can range from 36 to 216. Respondents rate each item on a scale of 1 to 6. However, to ensure

that high scores consistently represent job satisfaction across both positive and negative items,

the scores for negatively worded items need to be reversed. For instance, a score of 6 on a

negatively worded item is equivalent to a score of 1 on a positively worded item. First, assign

numbers from 1 (strongest disagreement) to 6 (strongest agreement) for each item. Second,

reverse the scores for the negatively worded items according to the provided reversals. The

negatively worded items are 2, 4, 6, 8, 10, 12, 14, 16, 18, 19, 21, 23, 24, 26, 29, 31, 32, 34, and

36. It's important to note that the reversals are specific to certain items and are not applied

uniformly across all items in the survey. Third, sum the responses for each facet score (based

on 4 items) and the total score (using all 36 items) after applying the reversals from step two.

Items go into the subscales as shown in the table.

Subscale Item numbers

Pay 1, 10, 19, 28

Promotion 2, 11, 20, 33

Supervision 3, 12, 21, 30

Fringe Benefits 4, 13, 22, 29

Contingent rewards 5, 14, 23, 32

Operating conditions 6, 15, 24, 31

Co-workers 7, 16, 25, 34

Nature of work 8, 17, 27, 35

Communication 9, 18, 26, 36

Total Satisfaction 1 - 36
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Table 1. Number items for the nine facet subscales.

The study used a summated rating scale format with six response options per item,

ranging from "1-strongly disagree" to "6-strongly agree." Higher scores indicate greater

satisfaction. For the 4-item subscale, scores between 4 and 12 indicate dissatisfaction, scores

between 16 and 24 indicate satisfaction, and scores between 12 and 16 are considered

ambivalent. For the total satisfaction, scores between 36 and 108 indicate dissatisfaction,

scores between 144 and 216 indicate satisfaction, and scores between 108 and 144 are

ambivalent.

Individual Work Performance Questionnaire (IWPQ)

The Individual Work Performance Questionnaire (IWPQ) is an 18-item self-report scale

that aims to assess different dimensions of job performance, including task performance,

contextual performance, and counterproductive behaviors, across various job roles. The IWPQ

was developed by Koopmans, Coffeng, Bernaards, Boot, Hildebrandt, De Vet, & Van Der Beek

in 2014 with the primary objective of measuring employee behaviors that align with

organizational goals. The IWPQ consists of three main subscales, each addressing a specific

dimension of job performance: task performance, contextual performance, and

counterproductive work behavior (Koopmans et al., 2014).

Validity and Reliability

The Individual Work Performance Questionnaire (IWPQ), and its different parts of the

questionnaire exhibited high internal consistency, as evidenced by Cronbach's alpha

coefficients of 0.903, 0.851, and 0.898, indicating that the questions within each section of the

instrument were highly correlated. Moreover, when considering the entire IWPQ, the reliability

statistics showed an outstanding level of internal consistency, with a Cronbach's alpha

coefficient of 0.941. This value falls within the excellent range of Cronbach's alpha interpretation
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standards, affirming the questionnaire's reliability in consistently measuring individual work

performance.

Scoring and Interpretation

To measure task and contextual performance, respondents rate their behaviors on a

scale from 0 ("seldom") to 4 ("always"). In contrast, the scale for counterproductive work

behavior ranges from 0 ("never") to 4 ("often"). By using a multi-point rating system, the IWPQ

captures the frequency with which employees exhibit certain behaviors related to their job

performance. For the IWPQ subscales, a mean score was calculated by adding the item scores,

and dividing their sum by the number of items in the subscale. The subscale scores that ranged

between 0 and 4, with higher scores reflecting higher task and contextual performance, and

higher counterproductive work behavior.

The researchers will also use a semi-structured interview approach to gather data from

participants. This method allows for in-depth information to be collected directly from

participants by using a predetermined set of open-ended questions, with the flexibility to explore

emergent themes and ask follow-up probing questions during the interview. Before conducting

the interviews, the researchers will create an interview guide consisting of self-made open-

ended questions relevant to the research objectives. The guide provides a structure while

allowing room for flexibility and follow-up questions. During the interviews, with participants'

consent, the researchers will use audio recording devices such as smartphones to record the

conversations. Nonetheless, the use of an audio recorder is essential for accurate data retrieval

and transcription of the interviews, as relying solely on memory would be impractical. The

recordings will also serve as a means to revisit the interviews easily and clarify any incomplete

or unclear portions if needed.

Statistical Treatment
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The researchers used the following statistical tools to help evaluate and interpret the

gathered data from the procedures.

Frequency. The term you're describing is "frequency distribution." It represents how

often a specific value for a variable has been observed. A frequency distribution organizes data

into distinct classes or categories, with each class showing the number of occurrences of values

falling within that category. It is a visual way to depict how data is distributed and was used in

the study to analyze and understand the demographic profile, job satisfaction level, and job

performance level of the respondents.

Percentage. A percentage is a relative value expressed in hundredth parts of a quantity.

It is calculated by dividing one quantity by another, with the second quantity adjusted to 100.

Percentages are typically represented by the symbol "%." Percentages play a crucial role in the

statistical treatment of the information. They are primarily used in the analysis of qualitative

data, where themes, responses, or patterns are coded and categorized. Percentages are then

calculated to express the prevalence of these categories within the qualitative dataset, shedding

light on the frequency of specific findings. These calculated percentages are subsequently

integrated with quantitative data, allowing researchers to examine the convergence or

divergence of results. Percentages also serve to illustrate patterns, add credibility to qualitative

claims, characterize the population, and make qualitative findings more interpretable. In

essence, percentages help quantify and enhance the understanding of qualitative data while

facilitating the synthesis of quantitative and qualitative findings in the convergent parallel

research design.

Formula:

f
P= x 100
n

Where:
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P = Percentage

f = Frequency

n = total number of respondents

Multiple Regression. Using multiple regression analysis is highly compatible with a

convergent parallel research design due to its capacity to examine intricate relationships among

multiple independent variables and a dependent variable, accommodating both quantitative and

qualitative predictors. In the context of convergent parallel research, where a blend of

quantitative and qualitative data is gathered to gain a comprehensive perspective, multiple

regression serves as a valuable tool for assessing the contribution of education-job mismatch to

the individual’s job satisfaction and work performance. It aids in the identification of significant

predictors, quantitatively validates qualitative findings, and allows for the control of confounding

variables, facilitating the integration of different data types, and enhancing the depth of

understanding regarding complex research inquiries.

Pearson’s R. Pearson correlations between the IWPQ scales and variables of interest.

This analysis helps in understanding whether the IWPQ scales are related to other aspects of

job performance, organizational factors, or demographic characteristics. The descriptive

statistics, such as the mean, standard deviation to provide valuable information about the

central tendency, variability, and shape of the data distribution. These metrics offer insights into

the general characteristics of the dataset and help researchers understand the spread and

symmetry of the responses to IWPQ items and scales.

Data Analysis

Nevertheless, using Thematic Analysis for the semi-structured interview, as it is a widely

used qualitative research method that aims to extract meaningful themes or patterns from data

sets, such as interview transcripts or focus group discussions. This approach enables
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researchers to uncover participants' tacit assumptions, connect seemingly unrelated topics, and

name dynamic links, providing valuable insights into their experiences. Thematic analysis

begins with data immersion and cycles of reading, allowing researchers to become familiar with

the content. By thoroughly reviewing and rereading the qualitative data, such as interview

transcripts, researchers gain a comprehensive understanding of the dataset's nuances and

intricacies. In the initial stage of thematic analysis, researchers engage in open coding or first-

cycle coding. They generate numerous descriptive codes based on the data, considering both

the language used by participants and the study's aims. Codes represent single topics or

concepts present in the data. Building upon the generated codes, researchers progress to

developing higher-level themes. Researchers will review and refine the identified themes to

ensure they accurately reflect the data and align with participants' experiences. This step

involves revisiting the data coded to the component codes to validate and support the themes or

make potential adjustments as needed. During this phase, researchers define and name the

themes, ensuring conceptual parallelism among them. The names of themes are refined to

create a coherent and meaningful representation of the data. The final step involves locating

examples or illustrative quotes that exemplify each theme. These excerpts from the data provide

concrete evidence of the themes' presence and strengthen the credibility of the analysis.

Ethical Considerations

The following are the ethical consideration that will be proceeded throughout the entire
study:

Informed Consent. An informed consent form was used by the researchers to help the

respondents understand the nature of the research and what participating in it entails.

Participants should be informed about the purpose of this study, the expected duration the study

will take, and procedures. Participants also have the right to decline participation and to

withdraw from research once participation has begun. Researchers should also inform the

participants about reasonably foreseeable factors that may be expected to influence their
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willingness to participate in the study such as the potential risks, discomfort, or adverse effects;

any benefits they may acquire. Participants also have the right to know their protection including

the limits of confidentiality and/or anonymity; prospective incentives for participation and lastly,

they will also be informed of whom to contact for questions concerning the research and their

rights. The researchers will also ask for informed consent from participants before recording

voices or images for data collection. The researchers will conduct a debriefing session to inform

the participants that they have contributed to the body of knowledge and will ensure that they

have also learned from their participation. The researchers will also give the participants an

opportunity to know the nature, results, and conclusion of the study. They will also have the

opportunity to correct any misconceptions that participants may have about the study especially

if there is any confusion on the study’s purpose.

Confidentiality. The anonymity of participants and the company they represent in a

research study is highly important. Ensuring anonymity protects the privacy and confidentiality

of the participants, which is an ethical requirement in research. It helps to prevent any potential

harm or negative consequences that could arise from identifying individuals or their

organizations. In addition, Anonymity encourages participants to provide honest and candid

responses, as they feel more comfortable sharing sensitive information without fear of

repercussions or judgment from their company or colleagues. Maintaining the anonymity of

participants and their company fosters a safe and conducive environment for research,

promoting integrity and accuracy in the study's outcomes.

Storage of Data. Storage of data in a research study refers to the process of securely

collecting, organizing, and preserving research-related information, which can include raw data,

experimental results, observations, and documentation. The importance of data storage in

research lies in maintaining data integrity, facilitating analysis, enabling reproducibility, and

ensuring compliance with ethical and legal standards. In this study, the data will be stored in a

cabinet. To store research data in a cabinet, first, organize the data into labeled folders or
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envelopes based on specific categories or themes. Then, place the materials, such as printed

research papers, documents, and notes, neatly within the designated drawers or shelves of the

cabinet for secure and systematic physical storage. The researchers will be the one who can

access the data once it is locked.

Storage confidentiality and disposal. Secure disposal methods are crucial for

protecting sensitive data and maintaining research integrity. For physical documents, using a

shredder, especially a crosscut one, ensures information is irretrievable, while in the digital

realm, overwriting files with random data and employing specialized software for multiple

passes guarantees that data cannot be easily recovered. Physical destruction of hardware is

also an option, and certified data destruction services offer secure off-site disposal. These

practices are vital when handling sensitive research data to prevent privacy breaches, legal

issues, or reputational harm, ensuring ethical and legal compliance in data handling.

Simultaneously, maintaining strict confidentiality safeguards the privacy and trust of research

participants, upholding the integrity of the research itself and preventing data compromise due

to unauthorized access.

Publication. Publishing data that contains personally identifiable information, such as

names and other sensitive details, requires meticulous ethical consideration. It is imperative to

prioritize the protection of individuals' privacy rights and maintain their anonymity. Researchers

must ensure that data is anonymized or de-fully identified possible before publication,

preventing the identification of participants. Transparent and robust informed consent processes

are fundamental, and participants should be aware of the potential for their data to be shared

while maintaining trust in the research process. Additionally, adherence to relevant data

protection laws and institutional guidelines is essential. Researchers must strike a delicate

balance between the valuable insights gained from data sharing and the ethical responsibility to

safeguard individuals' confidentiality, maintaining the highest ethical standards throughout the

publication process.
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