Shift Work Perception and Employee Motivation as Predictors of Service Delivery Among Convenience Stores in Tagum City
DOI:
https://doi.org/10.65339/ijsis.V1.I3.143Keywords:
Career Quality, Convenience Stores, Employee Motivation, Job Demands–Resources Theory, Service Delivery, Shift Work Perception, Social Relationships, Sustainable Development Goals, Tagum City, Work Extrinsic and Intrinsic Motivation ScaleAbstract
This study analyzed the influence of shift work perception and employee motivation on service delivery among employees of 24-hour convenience stores in Tagum City, Philippines. Anchored in the Job Demands–Resources Theory and supported by Self-Determination Theory, Herzberg's Two-Factor Theory, and the Service-Profit Chain model, the research employed a quantitative, non-experimental descriptive–correlational design. A stratified random sample of 180 rank-and-file employees from selected convenience stores completed validated survey questionnaires measuring shift work perception using the Perception of Effects of Shiftwork Questionnaire, employee motivation using the Work Extrinsic and Intrinsic Motivation Scale, and service delivery using an adapted SERVPERF instrument. Results indicated that shift work perception and employee motivation were at moderate levels, while service delivery was rated high. Correlation analysis revealed significant relationships between shift work perception, employee motivation, and service delivery, although some dimensions exhibited non-significant associations. Regression analysis showed that social relationship, integrated regulation, and external regulation significantly influenced service delivery. The study concludes that employees' perceptions of shift work and their motivational orientation are important predictors of service performance, and recommends that managers improve scheduling practices, strengthen meaningful motivation, and provide training to enhance responsiveness. The study aligns with SDG 8 (Decent Work and Economic Growth) and SDG 11 (Sustainable Cities and Communities) by promoting fair working conditions and reliable service in urban retail environments. Its sustainability impact lies in supporting institutional and socio-economic sustainability through improved employee well-being, fairer scheduling, and more consistent service delivery in local communities, thereby contributing to decent work, economic productivity, and sustainable urban service systems that benefit both workers and customers in the growing convenience store sector.
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Copyright (c) 2026 Gabriel Angelo T. Lumocso, Dindo L. Alcuizar, DBA, CMMS (Author)
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