Retaining Generation Y – A study of Customer Service employees in Vietnam

Abstract

Generation Y employee resignation has been frustrating many organizations across the globe in recent years. The leaving rate of this generation is particularly high in customer services. The primary aim of this study was to investigate which of four facets of job satisfaction (Pay, Supervision, Nature of work and Communication) are most significantly correlated with the quit intention of gen-Y employees in customer services in Vietnam. Surveys were collected from a sample of 80 gen-Y employees in several customer services in Vietnam. Correlations were measured through multiple linear regression, parametric measures of association. The results indicated a significant predicting relationship between gen-Y employees’ quit intention and only two facets of job satisfaction (Nature of work and Supervision). Implications of these findings were discussed along with recommendations for the companies which have similar situation with the research’s subject and for further researchers as well.