The organizational culture and its relationship with job satisfaction in the customer service area of a call center in Independencia, 2024.

León-Garcia R.S.; Auccacusi-Kañahuire M.E. · Aibi, Revista de Investigacion Administracion e Ingenierias (2025) · DOI: 10.15649/2346030x.5001

Resumen

Organizational culture (OC) and job satisfaction (JS) are closely related concepts that significantly influence the performance and well-being of employees within a company. Various studies have found that a strong OC fosters high levels of employee satisfaction. Moreover, a culture aligned with employees' needs and expectations helps create an environment where they feel valued, leading to greater productivity, lower turnover, and improved well-being at work. The aim of this research is to analyze how OC and JS are related in the customer service area of a call center in the district of the Independencia, Peru, in 2024. The research is quantitative, and a questionnaire was used to collect data in order to measure employees' perceptions of the mentioned variables. The instrument was validated by expert judges. A moderate positive correlation (0.634) between both variables was found. It is concluded that a good relationship between OC and JS is due to key factors such as recognition, development opportunities, and a favorable work environment, which significantly influence employees' well-being and motivation.

Instituciones: Universidad Tecnológica del Perú