Impact of Shift Rotation on Job Performance: The Moderating Role of Shift Disturbance Allowance and the Mediating Role of Job Satisfaction among Call Center Staff in Pakistani Banks

Abstract

This research study examines the impact of shift rotation on job performance among call center staff in Pakistani banks, with a specific focus on the moderating role of shift disturbance allowance and the mediating role of job satisfaction. By investigating these relationships, this study aims to contribute to a better understanding of how shift rotation practices influence employees' job performance and overall satisfaction. The research adopts a quantitative approach, employing a structured questionnaire for data collection from call center employees. Correlation, regression, mediation and moderation analyses are utilized to explore the intricate connections between shift rotation, job satisfaction, and job performance. The findings highlight the importance of considering both monetary compensation (shift disturbance allowance) and subjective well-being (job satisfaction) as factors influencing the impact of shift rotation on performance. The outcomes of this research provide valuable insights for call center management to enhance working conditions and employee performance.