Purpose – The business process outsourcing (BPO) industry in India has always been characterized by ungodly hours, monotonous job, low perceived value, dispirited efficiency resulting to high attrition level. Notwithstanding the ever rising attrition rate, it has become critical for the companies to satisfy their employees in order to retain them. The purpose of this paper is to determine what and how job‐related and demographic variables are associated with employee satisfaction of the BPO employees. Design/methodology/approach – Data collected from 500 middle level BPO employees was analyzed using SPSS 16.0. T‐tests and Duncan's post hoc tests were done to compare the various dimensions of employee satisfaction across selected demographic variables such as gender, marital status, education, age and tenure. Correlation was done to find out the relationship between employee satisfaction and various job characteristics as well as demographic variables and finally, regression was done to find out the actual determinants of employee satisfaction. Findings – There is difference of perception towards the job‐related variables on the basis of gender, marital status, education, age, and tenure. Correlations revealed that interpersonal relationships, career progression, salary, company policies, working conditions, and authority have significant positive relationship with employee satisfaction and only accountability had a significant negative relationship with employee satisfaction. Regression revealed the significant determinants of employee satisfaction which were interpersonal relationships, career progression, salary, gender, accountability, and authority. Research limitations/implications – The study exclusively used surveys to poll work‐related satisfaction from the employees working only in BPO in India and considers only ten job‐related variables and five demographic variables for the study. Practical implications – The comprehensive study of employee satisfaction is helpful for both practitioners and academicians as it helps in disentangling the perceptions about employee satisfaction and also explains the variances among various groups of demographic characteristics. This will enable organizations to correctly gauge employee satisfaction based on the job‐related and demographic characteristics. Social implications – Now that the study has revealed the dimensions of employee satisfaction and the crucial determinants of satisfaction, each of these factors can be individually tackled to ensure employee retention. Originality/value – The present study illuminates the existing theoretical foundations regarding employee satisfaction by exploring the detailed and ample responses provided by BPO employees in Indian industry; this can help practitioners to make robust managerial decisions.
Strategic Outsourcing: An International Journal – Emerald Publishing
Published: Nov 22, 2011
Keywords: India; Outsourcing; Process management; Employees behaviour; Job satisfaction; Business process outsourcing; Job‐related variables; Demographic variables