Author

  • Fareha Anis Mohd Taib

    • Household Financial Education Department, AKPK HQ, Kuala Lumpur, Malaysia
    • Malaysia

  • Maliza Delima Kamarul Zaman

    • Faculty of Business and Management, UiTM Shah Alam, Malaysia
    • Malaysia

  • Nor Intan Adha Hafit

    • Faculty of Business and Management, UiTM Shah Alam, Malaysia
    • Malaysia

  • Aminul Rachman Pulungan

    • SynergyCode Business Consulting, Jakarta, Indonesia
    • Indonesia

Abstract

Employee performance, retention, and organizational success are crucially impacted by job satisfaction. While a multitude of prior studies have identified its determinants, less attention has been devoted to understanding the drivers of job satisfaction in the context of financial counseling in Malaysia. The goal of this research is to understand the level of job satisfaction of employees at the Credit Counselling and Debt Management Agency (AKPK) in Kuala Lumpur by examining the effects of work-life balance, extrinsic rewards, intrinsic rewards, employee empowerment, organizational support, and perceived organizational support. A quantitative approach was utilized to collect data from a structured questionnaire administered to 127 employees. The data was processed and analyzed statistically using SPSS version 28.0, where correlation and multiple regression analyses were performed to ascertain the predictors of job satisfaction. This study found strong relationships between intrinsic rewards (r = 0.751, p < 0.01) and perceived organizational support (r = 0.734, p < 0.01) with job satisfaction. Moreover, multiple regression analysis showed both intrinsic rewards (β = 0.482, p < 0.01) and perceived organizational support (β = 0.290, p = 0.002) strongly predicted the outcome.

Keywords

References

  • Agarwal, P., & Bhakuni, S. (2024). The influence of work-life balance on job satisfaction and employee performance. ResearchGate.
  • Aziz, Z., Noor, F., & Fauziyana, N. (2021). Revisiting Herzberg’s Theory: Insights into Job Satisfaction. Asian Journal of Management Research, 12(2), 134-142.
  • Castrillon, C. (2024, December 29). Why organizations should prioritize employee empowerment. Forbes.
  • Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived Organizational Support. Journal of Applied Psychology, 71(3), 500-507.
  • Ganesan, M., Shanmugam, S., & Subramaniam, T. (2017). Determinants of Job Satisfaction in Malaysia. Journal of Management Studies, 24(3), 129-143.
  • Ghazali, A., Salleh, N. M., & Omar, R. (2018). Organizational Support in Malaysian Firms. Management Perspectives, 25(1), 67-79.
  • Groblena, A., & Tokarz-Kocik, A. (2017). The Impact of Task Variety on Job Satisfaction in Malaysia. Global HR Insights Journal, 14(2), 89-102.
  • Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis (7th ed.). Pearson Education.
  • Hasan, N., & Aljunid, S. A. (2019). Factors Influencing Job Satisfaction in Malaysian Organizations. Malaysian Journal of Human Resources, 12(1), 45-60.
  • Herzberg, F. (1968). One More Time: How Do You Motivate Employees? Harvard Business Review, 46(1), 53-62.
  • Hoppock, R. (1935). Job Satisfaction. Harper and Brothers.
  • Idris, F., Othman, R., & Yusof, N. (2018). Employee Empowerment in Malaysian Workplaces. Journal of Organizational Studies, 19(2), 101-117.
  • Jalal, K. (2016). Empowering Employees for Organizational Success. Middle Eastern Management Journal, 11(1), 15-26.
  • Krejcie, R. V., & Morgan, D. W. (1970). Determining Sample Size for Research Activities. Educational and Psychological Measurement, 30(3), 607-610.
  • Lavanya, R., & Sree, V. (2021). Work-Life Balance: A Malaysian Perspective. International Journal of Social Research, 10(3), 95-104.
  • Maan, M., Noor, F., & Ahmad, I. (2020). A Cross-Sectoral Analysis of Job Satisfaction. International Journal of Business Research, 17(4), 45-62.
  • Mosadegh, R., & Yarmohammadian, M. H. (2006). Factors Affecting Job Satisfaction and Retention. Journal of Health Administration, 9(1), 11-18.
  • Mosquera, C., Ruiz, L., & Torres, A. (2020). Intrinsic Rewards and Employee Engagement. Journal of Human Capital, 8(3), 23-34.
  • Mottaz, C. J. (1985). The relative importance of intrinsic and extrinsic rewards as determinants of work satisfaction. Sociological Quarterly, 26(3), 365–385.
  • Muhammad, I. B., Kolawole, W., Ayo, & Sulaiman, S. (2024). Intrinsic and extrinsic rewards and job satisfaction: A theoretical review. ResearchGate. Retrieved from https://www.researchgate.net/publication/378567992
  • Noor, H., & Zainordin, S. (2018). The Role of Extrinsic Motivators in Employee Satisfaction. Malaysian Journal of Industrial Relations, 9(3), 34-48.
  • Pace, A. (2021). Simple Random Sampling in Quantitative Studies. Research Methodology Journal, 18(1), 42-55.
  • Panda, A. K., & Sahoo, K. (2021). Work-Life Balance and Job Satisfaction. Indian Journal of Industrial Relations, 57(1), 45-62.
  • Pancasila, F., Purba, D., & Setiawan, H. (2020). Predictors of Job Satisfaction. Journal of Behavioral Sciences, 13(1), 88-105.
  • Perry, C., Brook, C., & Harrison, K. (2004). Cronbach’s Alpha: A Tool for Ensuring Reliability. Journal of Statistical Research, 8(3), 102-115.
  • Robbins, S. P., & Judge, T. A. (2017). Organizational Behavior (17th ed.). Pearson Education.
  • Sekaran, U., & Bougie, R. (2016). Research Methods for Business (7th ed.). Wiley.
  • Senthilnathan, S. (2019). Understanding Pearson’s Correlation Coefficient. Statistical Research Review, 10(2), 87-95.
  • Siti, S., & Nadzirah, N. (2018). Extrinsic Rewards and Employee Retention. Southeast Asian HR Review, 15(4), 56-70.
  • Zuraida, N., & Chandrakala, K. (2020). Impact of Extrinsic Rewards on Job Satisfaction. Malaysian HR Journal, 8(2), 74-88.

Downloads

No downloads have been recorded for this article yet. Figures appear here once readers begin downloading the full text.

How to Cite

Mohd Taib, F. A., Kamarul Zaman, M. D., Hafit, N. I. A., & Pulungan, A. R. (2025). Factors Influencing Job Satisfaction: A Case Study at Credit Counselling and Debt Management Agency (AKPK), Malaysia. Information Management and Business Review, 17(3(I), 82-87. https://doi.org/10.22610/imbr.v17i3(I).4649

Share this article

License

Copyright (c) 2025 Fareha Anis Mohd Taib, Maliza Delima Kamarul Zaman, Nor Intan Adha Hafit, Aminul Rachman Pulungan (Author)

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Author (s) should affirm that the material has not been published previously. It has not been submitted and it is not under consideration by any other journal. At the same time author (s) need to execute a publication permission agreement to assume the responsibility of the submitted content and any omissions and errors therein. After submission of revised paper in the light of suggestions of the reviewers, the editorial team  edits and formats manuscripts to bring uniformity and standardization in published material.

This work will be licensed under Creative Commons Attribution 4.0 International (CC BY 4.0) and under condition of the license, users are free to read, copy, remix, transform, redistribute, download, print, search or link to the full texts of articles and even build upon their work as long as they credit the author for the original work. Moreover, as per journal policy author (s) hold and retain copyrights without any restrictions.

Keywords

Section

Research Paper

Published in

Vol. 17 No. 3(I) (2025) Tourism, Heritage & Employee Retention View issue contents

Published

2025-09-13

Submissions

Have research to publish? Information Management and Business Review welcomes submissions.

Make a Submission