Job Satisfaction and Turnover Intention of BPO Workers: The Mediating Effect of Service Performance

Abstract

This study investigated the mediating effect of service performance on the relationship of job satisfaction and turnover intention of BPO workers in Davao City. In order to do so, this study employed the quantitative research design using the descriptive and correlational method via mediation analysis. Using proportionate stratified random sampling, primary data were gathered through the use of online survey questionnaires addressed to 373 respondents working in selected BPO companies in Davao City. In addressing the hypotheses of the study, correlation analysis using Pearson product moment correlation and mediation analysis using Sobel z test were used. The level of job satisfaction and service performance was very high among BPO workers, while turnover intention was low. Results also revealed job satisfaction to have significantly predicted turnover intention and service performance which satisfied the ground for mediation. However, service performance did not significantly predict turnover intention. Further analysis through the Sobel z test confirmed that the mediating effect of service performance on the relationship between job satisfaction and turnover intention is not significant.