Five Factor Model Of Employee Satisfaction

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-NCR 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

It is of utmost importance that competent customer service should be provided to all the types of customers, potential, new or an existing one. With changing time, the customer service industry has also gone through evolution. The demand for customer support channels have increased and it has become quintessential for the enterprises to handle customer touch points through the life cycle. The most important component of customer service is a team of happy employees since it is believed that that satisfied employees handle the customers more proactively which lead to enhanced customer experience and the reflection is evident in the financial statements of an organization. There are a few investigations as well which have provided with the explicit measures of the relationship between employee satisfaction, customer satisfaction and the financial performance of an organization. For example, a study at Sears Roebuck & Co. came with findings that a five-point improvement in employee attitudes led to a 1.3 rise in customer satisfaction which, in turn, generated a 0.5 increase in revenues.

Employees who are satisfied with their jobs likely to be more involved in their organizations and deliver more quality services. Researchers have argued that service quality is influenced by job satisfaction of employees and many researchers

In purposive random sampling, the major stakeholders are identified who play a major role in designing the program or service being evaluated along with giving, receiving or administering the same, and who might also be impacted by it (Ted Palys, 2008).

The permission to collect the data from the four leading business process outsourcing organizations was sought under the condition of not revealing the names of those B.P.Os. List of respondents was received from HR department. Participants were contacted in their organizations. Participants were briefed about the objectives of the study and proper instructions were given. The participants were assured of the confidentiality of their