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ABSTRACT
This Thesis presents a study on the job satisfaction of women employees
in the BPO industry. It analyses the expectation, factors of job
satisfaction, motivation factors, job stress and support from family and
society among women employees in the BPO industry in Chennai.
Several factors which affect the job satisfaction of women employees in
BPO industry have been investigated in detail by using 1273 respondents
as a sample. Various tools like ANOVA, T-Test, correlation, regression
and Factor analysis were used. The factors which were given importance
by the women employees in the workplace like service condition, nature
of work, compensation, benefits, relationship with peers, relationship
with supervisor and opportunities for promotion were investigated in
depth. Certain demographic variables were found to be related to the
service condition, nature of work, compensation, benefits, relationship
with peers, relationship with supervisor and opportunities for promotion.
The findings of the survey revealed the factors which influence
women employees get job satisfaction in the BPO industry. It has been
observed that the expectation of women employees entering and working
in the BPO industry is high. The level of job satisfaction in the work
environment is low, due to the wide gap between their expectation and
actual scenario in factors like service condition, nature of work,
relationship with peers and supervisors and opportunities for promotion.
Based on this it has become important for organizations to build on the
motivational factors, make changes to the organization policies where
gaps have been identified and also improve on the factors identified to
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have an impact on job satisfaction. This study has many
recommendations by which job satisfaction of women employees can be
increased. Apart from this, the study has also found that the women
employees in BPO face high job stress. From this analysis, it has been
found that the support from family and society is extremely important for
women employees to manage job stress and to overcome it. There are
many recommendations in this study on how women employees can seek
support from family and society to deal with job stress. The findings of
this study, if implemented, will increase the job satisfaction of women
employees in the BPO industry and it will encourage more women to join
the industry and also to take up higher positions. This will prove to be
beneficial for the women in the industry and society and also for the
organization’s growth.