Application of Herzberg's Theory in BPO industry: an empirical study on a BPO firm

Abstract

Motivation and related issues have always been relevant and significant in studying the patterns of individual performance and efficiency in a given job profile. In the BPO industry, where unusual working hours, stress and burnout, low perceived value of the job is quite common, all this results in swelling dissatisfaction among the employees that brings down their motivational level. The factors that enhance their level of motivation are quite different from the factors that cause dissatisfaction. This paper studies the application of Herzberg's Theory of Motivation on 178 BPO professionals in various BPO firms in the National Capital Region of India. It studies the practical approach of the subject matter and explores the constituents of 'motivators' and 'satisfiers'. The t-test technique was applied and the t-value was computed to test two formulated hypotheses in order to determine whether any significant difference was there between hygiene factors and motivation factors. The findings are thoroughly discussed and interpreted in the light of the BPO firm.