The role of ergonomics in enhancing work motivation and performance of virtual assistants in e-commerce

The shift to remote work has increased demand for virtual assistants (VAs), especially in the e-commerce sector. This study investigated how physical, cognitive, and macro-ergonomic factors affect VAs' work motivation and performance using Partial Least Squares Structural Equation Modeling (PLS-SEM) on responses from 418 VAs in the National Capital Region (NCR), Philippines. Results showed that workstation design and perceived temperature significantly influenced physical ergonomic appraisal, which in turn positively affected work performance (β = 0.338, p = 0.022) but not motivation. Cognitive ergonomic appraisal, driven by task engagement and autonomy, had significant positive effects on both work motivation (β = 0.342, p = 0.001) and performance (β = 0.294, p = 0.002). Macro-ergonomic factors, including reward systems, supervision, and organizational support, also significantly boosted both motivation (β = 0.484, p < 0.001) and performance (β = 0.390, p = 0.001). Work motivation strongly predicted work performance (β = 0.678, p < 0.001), explaining 63 % of its variance. These findings emphasize that while physical ergonomics enhance efficiency, cognitive and organizational resources are more critical for sustaining motivation. Grounded in Self-Determination Theory and the Job Demands-Resources model, this study offers practical insights for improving remote work design. Recommendations include ergonomic investments, promoting autonomy, and structured organizational support. Future research should explore longitudinal effects and sector-specific nuances.