Perceived Organizational Support, Job Satisfaction, and Turnover Intention among Selected BPO Employees in Metro Manila: Basis for a Proposed Employee Retention Program

This study aims to examine the effect of perceived organizational support on job satisfaction and turnover intention among selected BPO employees in Metro Manila using a quantitative approach through descriptive and predictive research design. The data were collected from 403 BPO employees who were chosen purposively using a researcher-made demographic questionnaire and standardized questionnaires. All collected data were analyzed using Structural Equation Modeling (SEM) through Path Analysis. Findings revealed that there is a significant positive effect of perceived organizational support on job satisfaction, while there is a significant negative effect of perceived organizational support on turnover intention, and likewise, a significant negative effect of job satisfaction on turnover intention. This implies that when employees find their organization supportive and caring, it leads to an increased level of job satisfaction and a decreased level of turnover intention; while when employees find their job satisfying and fulfilling, it leads to a decreased level of turnover intention. The findings were utilized as basis in creating a proposed employee retention program which may help leaders and HR practitioners implement and communicate stronger organizational support designed to retain key talent that is crucial to achieving targeted business outcomes.