Job Satisfaction and Retention of Employees in Business Process Outsourcing Company

Abstract ―​

The study investigates the complex interplay between job satisfaction and employee retention in business process outsourcing (BPO) companies, employing a quantitative technique and descriptive design to analyze factors influencing work satisfaction and retention strategies. The research includes 208 participants from two major BPO companies, primarily females aged 18-20, earning ₱15,000-₱20,000 with 6-11 months of experience. Surprisingly, demographic factors such as age, income, and years of service were not statistically significant in establishing a conclusive connection with job satisfaction. Cramer’s v values indicated weak relationships for sex, income, and years of service, while age demonstrated a moderate relationship with job satisfaction. The study further explored determinants of employees' job satisfaction and retention strategies, finding that all predictors—demographic profile age, sex, income, and years of service—were insignificant in predicting retention strategies. However, age emerged as a significant predictor of job satisfaction.