There is not a directdefinition for job satisfaction since it may varies from organization toorganization and person to person.
But according to ADP Research Institute(2012), HR professionals generally sate that satisfaction speaks of howemployees feel about their job and other factors such as payment, allowancesand benefits, work environment, and career development opportunities.Dransfield (2000)describes job attributes are the personal qualifications or characteristicswhich an individual need to have to get a particular job done. Leadershipskills, interpersonal skills, problem solving skills, being a team player andability to multitask are some of the essential job attributes a person shouldhave.
Sengupta (2011) has found a significant relationship between jobsatisfaction and the demographic attributes such as age, gender, maritalstatus, society, religion, education level, occupation and theseniority/tenure. Moreover, Lawrence, (1997) has found a research gap wheredemographic attributes are less considered in studies. Hence, this research haschosen to study demographic attributes effecting job satisfaction.
Business ProcessOutsourcing (BPO) is an industry developed for outsourcing services from athird party organisation (Chakrabarty, 2007). This involves of contracting theresponsibilities and operations of a specific business process to a third partyorganisation to avoid costs such as taxes and high salaries in developedcountries. BPO outsourcing is beyond buying a service from a vender and itinvolves transfer of significant amount of management control, co-ordination,trust and a significant amount of system combination (Naidoo & Neville,2005). This was initiated in manufacturing companies to outsource segments oftheir supply chain and has been expanded to financial and IT companies tooutsource several processors (Halvey & Melby, 2007).Being one of the top25 outsourcing destinations in the world by AT Kearney and one of the top 20emerging cities in the world by the Global Service Magazine, Sri Lanka has madea great environment for multinational companies to access the market to catertalented and well trained employees in several sectors (Sri Lanka ExportDevelopment Board, 2015). As per the report, Sri Lanka provides services as anoffshore development center and joint venture development center for around 500international companies and several industry leaders from North Americancontinent, UK, Australia, Sweden, Norway and Japan. Moreover, over 60,000 areemployed in Sri Lankan BPO sector in around 300 companies and the workforce isgrowing at over 20% year-on-year.
Also in 2012, BPO industry was able tocontribute a larger proportion to the industry’s global revenue by generating$36.5 billion respectively which was higher than IT outsourcing industry. XYZ Limited is amultinational Business Process Outsourcing Company which provides services tomore than 200 clients in key industries including banking and finance, healthcare, insurance, manufacturing, media and entertainment, consulting andprofessional services, retail and customer packaged goods, telecom, shippingand logistics, travel and leisure, and utilities. Close to 30,000 employeesserve these services in XYZ global Limited across more than 35 delivery centersin China, India, Philippines, Poland, Sri Lanka, UK and US.
XYZ Global Limitedhas bought down a delivery center to Sri Lanka in 2004 to provide initialservices to one of the largest Insurance companies in US. Now XYZ Sri Lankaprovides services to more than 10 clients in accounts and finance, legalservices, contact centers, HR, and travel and leisure with around 2000employees in two delivery centers. This study willconduct a primary research to gather data by distributing questionnaires to aselected number of employees in the XYZ Company to identify the effect of jobattributes and demographic attributes to job satisfaction. The report willstart by identifying the objectives and the academic aim of conducting thisresearch. Then the report will move to give a wide range of literature reviewfor the topic using multiple journal articles, books, online articles andnewspapers. In the third sectionof the report will discuss the methodology of conducting the research.
Also theeffort taken to conduct the research ethically by the author. Next, the reportwill move on to analyse the findings of the data gathered by using graphs andcharts which would be clear and ease the reader to understand. As the fifthchapter of the report the author will give her recommendations to improve thesatisfaction level of employees work in the XYZ Company based on the finding ofthe research.
Finally the report will end by giving a brief conclusion to thework has done throughout the research.