DYNAMICS OF EMPLOYEE SATISFACTION AMONG THE WORK FORCE IN OUTSOURCING INDUSTRY: A STUDY OF SELECTED BPOS IN DELHI

Kaustav Paul; Santosh Kumar Singh; Khushboo Singh; Deepak Sharma

Volume : IV, Issue : X, October - 2015

DYNAMICS OF EMPLOYEE SATISFACTION AMONG THE WORK FORCE IN OUTSOURCING INDUSTRY: A STUDY OF SELECTED BPOS IN DELHI

Kaustav Paul, Santosh Kumar Singh, Khushboo Singh, Deepak Sharma

Abstract :

Employee satisfaction reflects the internal health and environment for an organization especially for an outsourcing organization since it is perceived that the stress factor of the outsourcing industry leads to unhappy employees which affects the customer service industry. Hence it is of utmost importance to explore the factors that matter the most for the employees to be contented with their present organizations. This study had been conducted across four recognized outsourcing organizations in Delhi and endeavoured to gain key insights related to employee satisfaction. The study yielded a five factors� model for employee satisfaction and the role of demographics was also quite evident in explaining employee satisfaction. Reliability analysis through Cronbach�s alpha revealed high internal consistency for the model.