The Mediating Role of Organizational Commitment Between Transformational Leadership, Job Satisfaction, and Turnover Intention among Call Center Agents in Metro Manila

Abstract

This study looked at the relationship of transformational leadership and job satisfaction to turnover intention, including the mediating factor of organizational commitment among 87 call center agents in Metro Manila, Philippines. This study used a quantitative-cross-sectional and explanatory design and involved online survey of call center employees as a research method. Respondents were selected through a non-probability sampling technique specifically through snowball sampling or referral method. The results of this research showed a high level of transformational leadership exhibited in call center companies, high level of job satisfaction among call center agents, high organizational commitment but only average turnover intention. Most importantly, this research highlights the important role that organizational commitment as a mediator as the results of this study showed that organizational commitment fully mediates the relationship of transformational leadership and job satisfaction to turnover intention.