4 Resultados
4.1 Análisis descriptivo de las principales variables
A.ERA3E T)TAL8 8.CC Bery Important
able = illustrates the needs for social approval of sales clerks of #tar mall-s 5obinson-s department store. #ocial "pproval is when an individual feels he!she is being accepted by the society he!she belongs in $#utton et al., %&1'(. "ccording to +eary-s #ociometer of #elf esteem, social approval is one main source of selfesteem +eary, ottrell ) /hilips, %&&1(.
"s shown in able =, the statement D I have a good relationship %ith the customers.E got
the highest weighted mean which is =.1C and verbally interpreted as e9tremely important. While the statement D &y co#%orkers like meE got the lowest weighted mean which is 8.=>
and verbally interpreted as very important.
mployees who have a high selfesteem have good social approval. hey are open to various situations and criticisms made by customers so they tend to prefer feedbacks and responses to service as social approval. "lso, a good 2ob performance comes from a high level of selfesteem and good relation with people especially customers which is also a result of social approval $ast ) 0urke, %&&%(. he statement D I have a good relationship %ith the
customers.E got the highest weighted mean because they value their social interaction or
relation with their customers.
+ooking at the table above, ma2ority of the statements were answered as D 'ery
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customersrelated statements had a high weighted mean which means that the need for social approval from the customers are high.
Table = Table =
The Le-el of Self,esteem of Sales Clerks of Star (all<s Robinson<s *eartment Store The Le-el of Self,esteem of Sales Clerks of Star (all<s Robinson<s *eartment Store
Le-el of Self,esteem
Le-el of Self,esteem 0eighted0eighted (ean (ean .erbal .erbal /nterretation /nterretation 1. I am a competent employee. 8.@1 "gree
%. I still feel good even though my customers do not buy
my products. 8.=8 "gree
'. I am happy with my performance. =.18 #trongly "gree 8. I look good when I-m working. =.&' #trongly "gree =. I can persuade uninterested customers. 8.A1 "gree @. I feel that I am in the right 2ob. 8.>= "gree A. <y boss is satisfied with my performance. 8.C1 "gree C. I-m a good sales clerk. 8.>C "gree >. suit I my 2ob perfectly. 8.C= "gree 1&. /eople en2oy talking to me. 8.C' "gree 11. ustomers adore the way I approach. 8.AA "gree 1%. <y coworkers like me as colleagues. 8.AC "gree 1'. I am good at selling and promoting my products. 8.>A "gree 18. <y boss is happy with my performance. 8.C> "gree 1=. I can handle uninterested customers. 8.C= "gree 1@. I have made contributions as an employee. =.&A #trongly "gree 1A. I promote our products properly. =.11 #trongly "gree 1C. I accomplish all my tasks. =.&A #trongly "gree 1>. I can handle confrontations and complaints from 8.A8 "gree
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customers.
%&. I-m satisfied with my performance. =.&1 "gree %1. like I my 2ob. =.1C #trongly "gree
A.ERA3E T)TAL8
A.ERA3E T)TAL8 8.> "gree
able @ illustrates the level of selfesteem of sales clerks of #tar mall-s 5obinson-s department store. #elfesteem is defined as one-s attitude or global effective orientation towards oneself 22+eary, 0aumeister, ) Ganna, %&&&(. It is the sub2ective appraisal of an individual to his!herself $#utton et al., %&1'(. +eary-s #ociometer heory stated that social approval causes selfesteem to boosts or increases $+eary, ottrell, ) /hillips, %&&1(.
"s shown in able @, seven out of %1 statements got a high weighted mean ranging from =.&' to =.1C and were verbally interpreted as strongly agree. #ome of the statements were regarding on how sati sfied the emplo yees are with their 2ob e.g., )I am happy %ith my
performance.(* )I look good %hen I+m %orking.(and)I like my ,ob.( and how well they
perform their tasks e.g., )I have made contributions as an employee.(* )I promote our
products properly.(and D I accomplish all my tasks(."lthough most of the statements were
alike, those are the statements that stood out with high weighted means. "ccording to 0randen $1>>8(, employees who love and en2oy their 2ob tend to have a higher selfesteem than those who don-t and when they are being responsible for their assigned tasks, they develop selfdiscipline and gain career development $0owes, n.d(
Over all, almost all of the statements had a high weighted mean that lies from 8.=8 to =.1C which clearly states that the respondents of the study have a high level of selfesteem.
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mployees who have high selfesteem trust their decisions and 2udgments and are confident in performing their work tasks. hey are able to create social relationships especially with their customers and patroni;ers because they can communicate well. hus, employees who en2oy doing their 2ob performs better. hough the statement D I still feel good even though my customers do not buy my product.( got the lowest weighted mean, it is still
verbally interpreted as DagreeE which means that the level is still high. 0ecause employees
have a high level of selfesteem, they are open to negative situations and are able to recover from re2ections and criticisms of customers 22Imran, atima, Gaheer, Jousaf, ) 0atool, %&1%(.
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Table > Table >
The Le-el of +ob Performance of Sales Clerks of Star (all<s Robinson<s *eartment The Le-el of +ob Performance of Sales Clerks of Star (all<s Robinson<s *eartment
Store Store
Le-el of +ob Performance
Le-el of +ob Performance 0eighted0eighted (ean (ean
.erbal /nterretation .erbal /nterretation 1. I approach and entertain interested customers. '.@A "lways
%. I arrive to work early and on time. '.=C "lways '. I have initiative at work. '.=> "lways 8. I can handle my customers- problems and
6uestions regarding my product. '.=A "lways
=. I do not let my problems affect my 2ob
performance. '.=@ "lways
@. I cooperate with my coworkers. '.A' "lways A. I en2oy what I-m doing. '.@= "lways C. I take my coworkers advice seriously. '.8' "lways >. I pass my works on the day of the deadline. '.== "lways 1&. I can control my emotions while on duty. '.== "lways 11. I am very energetic at work. '.8= "lways 1%. I respond appropriately to my boss-s reviews
and comments. '.=' "lways
1'. I can handle difficult customers well. '.'A "lways 18. I interact with the customers politely. '.8A "lways 1=. I talk with a loud and clear voice. '.8= "lways 1@. I have a good relationship with my customers. '.@> "lways 1A. I approach customers with a smile. '.AA "lways 1C. I can work with less supervision. '.=> "lways 1>. I accomplish all the tasks given to me. '.@= "lways %&. I can ad2ust easily at work. '.@= "lways %1. I appreciate advices and suggestions from my
coworkers. '.@C "lways
A.ERA3E T)TAL8
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able A illustrates the level of 2ob performance of sales clerk of #tar <all-s 5obinson-s department #tore. 4ob /erformance is how an individual perform 2obrelated tasks that may help the organi;ation reach its goal $0erghe, %&11(. "ccording to +eary-s #ociometer heory of #elfesteem, social approval is one main source of selfesteem while good 2ob performance is a result of high selfesteem $+eary, ottrell, ) /hillips, %&&1(. "lso, some
studies supported that when employees feel that they are belonged, their selfesteem increases and the higher the selfesteem, the higher their motivation for a better 2ob performance is. When they are motivated to perform better because of their selfesteem, their 2ob performance gets better.
"s shown in able A, the statement D I approach customers %ith a smile.E got the highest
weighted mean of '.AA and verbally interpreted always while the statement D I take my co# %orkers advice seriously.E got the lowest mean of '.8' and verbally interpreted as always.
"s stated above, employees who have a high level of selfesteem shows a better 2ob performance. mployees who trust their decisions and 2udgments are confident in doing their
work tasks which result to better 2ob performance. With their high selfesteem, they can communicate better with their customers and a good communication and relation with customers mean an employee is performing his!her 2ob properly $0erghe, %&11(.
he statement D I approach customers %ith a smile.(illustrates an employee who has a
high level of selfesteem and a high level of 2ob performance. +ooking at the table above, all of the statements had a high weighted mean ranging from '.8' to '.AA wherein their mean
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doesn-t seem far from one another. "n average total mean of '.=C clearly states a high level of 2ob performance.
Table ? Table ? Regression of /n
Regression of /ndeendent .adeendent .ariable to riable to *eendent .a*eendent .ariable8riable8 Social Aro-al to +ob Performance
Social Aro-al to +ob Performance
B
B Std#Std# Error
Error BBeettaa SSiigg #ocial "pproval .
1>1 .&@1 .%8C .&&%
or the first step in the mediation process, the result shows that the unstandardi;ed coefficient beta is .1>1 which means that for every one percent $1K( increase in social approval, there is a &.1>1 increases in 2ob performance wherein it is shown that the relationship of social approval and selfesteem is stronger than the relationship of social approval and 2ob performance which is also e9pected because selfesteem was the mediating variable within the two. his effect is significant because the pvalue or significance level is . &&% which is still lower than the pvalue set, .&=.
"ccording to ast and 0urke-s theory of selfesteem an individual-s performance is influenced or affected by their surrounding-s appraisal and feedbacks. Whenever they receive positive feedbacks, their selfesteem becomes reinforced.
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Table @ Table @
Regression of (ediator .ariable to /ndeendent .ariable8 Regression of (ediator .ariable to /ndeendent .ariable8
Self,esteem to Social Aro-al Self,esteem to Social Aro-al
B B
Std# Std# Error
Error BBeettaa SSiigg #ocial "pproval .
@%% .&=& .A1= .&&&
or the second step in the mediation process, the result shows that the unstandardi;ed coefficient beta is .@%% which means that for every one percent $1K( increase in social approval, there is a predicted .@%% increase in selfesteem of sales clerk of #tar mall-s 5obinson-s department store. his effect is significant because the pvalue or significance level is .&&& which is lower than the pvalue set for the study which is .&=.
"ccording to +eary, every time the social approval need is met, there is an increase in selfesteem since social approval is one main source of selfesteem $#utton et al., %&1'(. #ome studies also showed that selfesteem is influenced by other people-s appraisals, feedbacks and events where in they are being approved or accepted $+eary, 0aumeister ) Ganna, %&&&(.
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Table 19 Table 19
Regression of (ediator .ariable to *eendent .ariable8 Regression of (ediator .ariable to *eendent .ariable8
Self,esteem to +ob Performance Self,esteem to +ob Performance
B
B Std#Std# Error
Error BBeettaa SSiigg #elf
esteem
.
'&C .&@C .'8C .&&&
or the third step in the mediation process, the result shows that the unstandardi;ed coefficient beta is .'&C which means that for every one percent $1K( increase in selfesteem,
there is a predicted .'&C increase in the 2ob performance of sales clerk of #tar mall-s 5obinson-s department store. his effect is significant because the pvalue or significance level is .&&& which is lower than the pvalue set, .&=.
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" good 2ob performance comes from a high level of selfesteem. mployees who have high selfesteem trust their own decisions and 2udgments. hey are open to various situations and criticisms made by customers. 0ecause of their high level of selfesteem, they are able to communicate and interact with their customers which results to good performance $Imran, atima, Gaheer, Jousaf, ) 0atool, %&1%(.Table 11Table 11
Regression of (ediator .ariable to Both /ndeendent .ariable and *eendent .ariable8 Regression of (ediator .ariable to Both /ndeendent .ariable and *eendent .ariable8
Self,esteem to Social Aro-al and +ob Performance Self,esteem to Social Aro-al and +ob Performance
oefficients B
B Std#Std# Error
Error BBeettaa SSiigg #ocial "pproval .&&1 .&C= .&&% .>CA #elfesteem .'1& .&>C .'8> .&&%
or the last step in the mediation process, the result shows that the unstandardi;ed coefficient beta of social approval is .&&1 and the unstandardi;ed coefficient beta of self esteem is .'1& which means that for every one percent $1K( in selfesteem, there is a predicted .'1& increase in 2ob performance but not for social approval and 2ob performance because the result is a negative .&&1. It can be noticed that the value of regression coefficient
and beta has changed when selfesteem was regressed to both social approval and 2ob performance. #ince the pvalue or significance level of selfesteem and 2ob performance is .
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"s selfesteem increases, the performance also increases for which when an employee has a high level of selfesteem, he!she tends to perform before because he!she trusts her decisions $"nthony, %&&A(.
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CHAPTER = CHAPTER = S((AR4 )! !/6*/63S7
S((AR4 )! !/6*/63S7 C)6CLS/)6S A6* REC)((E6*AT/)6SC)6CLS/)6S A6* REC)((E6*AT/)6S
his chapter presents the summary on the findings, the conclusions of the study and the recommendation for future performances and researches.
Summary of !indings Summary of !indings
1#
1# he demographic profile of the respondents in terms ofF
1.1 "ge. <a2ority of the respondents are aging from twenty $%&( to $8&( years old allocating si9ty one percent $@1K( of the whole sample.
1.% #e9. he ma2ority of the respondents are female with fiftyfive percent $==K(. #ales field is the field where female employees have high population because they tend to act warmer and friendlier toward customers.
1.' ivil #tatus. he ma2ority of the respondents are single with eightyseven percent $CAK(. <ost of the population are single because they are still at the age of twenty $%&( to forty $8&( wherein they are still in the starting point of separating form their own families.
1.8 ype of mploymentF he ma2ority of the respondents are contractual having eighty seven percent $CAK(. ompanies tend to hire more because it-ll cost less to the company.
$#
$# he social approval needs of sales clerk of #tar <all-s 5obinson-s *epartment #tore in terms ofF
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%.1 ustomers. #ales clerk value most their relationship with their customers because they are the source of their and the company-s income which got the highest weighted mean of =.1C of @.&&.
%.% olleagues. #ales clerks- re lationship with their colleagues got the lowest weighted mean of 8.=> out of @.&&.
%.' #uperiors. #ocial approval needs from sales clerks- superior got a total weighted mean of 8.C= out of @.&&.
%#
%# he level of selfesteem of sales clerk of #tar <all-s 5obinson-s *epartment #tore in terms of their relationship withF
'.1 hemselves. he statement which states about the sales clerk performance and perception regarding themselves got the highest weighted mean of =.11 out of @.&&. '.% Others. #ales clerks- le vel of selfesteem when it comes to their relationship with
others e.g. customers, colleagues and superiors, got a total weighted mean of 8.A> out of @.&&.
&#
&# he level of 2ob performance of sales clerk of #tar <all-s 5obinson-s *epartment #tore in terms ofF
8.1 ustomers. "s social approval from the customers is the highest need of sales clerk, they tend to give a better 2ob performance when it comes to their customers. his is what they value most in their 2ob.
8.% olleagues. #ales clerks tend to be independent while on duty so advices of colleagues are not taken that seriously as it also had the lowest mean of '.8' out of 8.&&.
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8.' #uperiors. hough social appro val needs from the customers is the most valuable, guidance of the superiors are also supposed to noted and remembered as they know what a sales clerk should do.
'#
'# #elfesteem significantly mediates the relationship between social approval and 2ob performance because their significant value is .&&& and that for every one percent $1K( increase in social approval, there is a predicted &.@%% increase in selfesteem and &.1>1 increase in 2ob performance.
Conclusion Conclusion
0ased on the findings of the study, the following conclusions were drawnF
1#
1# *emographic /rofile of the 5espondents. <ost of the respondents were aging from twenty $%&( to forty $8&( years old because sales field tend to hire more contractual employees than performance in order to lessen the cost if the
company and to have a large number of staffs that have e9perienced working at their companies. #ales clerk aging from twenty $%&( to forty $8&( years are at the stage where they start prioriti;ing their relationships and interactions outside the family.
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$#
$# +evel of #ocial "pproval 3eeds. he most valued social approval need is from sales clerks- relationship with their customers. #ales clerks- selfesteem tend to decrease when being neglected, re2ected and ignored by the customers.
%#
%# +evel of #elfesteem. #ales clerk of #tar mall-s 5obinson- department store have a high level of selfesteem that comes from themselves. hey like their 2ob and en2oys what they are doing and also their interactions with others e.g. customers, colleagues and superiors. &#
&# +evel of 4ob /erformance. Having a high self esteem makes the sales clerk demonstrate a good 2ob performance because as selfesteem increases, 2ob performance also increases. It also states that whenever an employee en2oys and likes what s!he is doing, s!he will perform better.
'#
'# #elfesteem significantly mediates the relationship between social approval and 2ob performance because as social approval
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increases by one percent $1K(, selfesteem is e9pected to increase by si9tytwo percent $@%K( for every one percent $1K( increase in selfesteem, 2ob performance is e9pected to increase by $'&K( and that for every one