The Transformational Impact of Robotic Process Automation: An Input to Enhanced BPO Operations Workflow in the City of Taguig

Many organizations widely regard Robotic Process Automation (RPA) as a cost-effective solution. It is a software solution that facilitates the automation of rule-based business processes and duties by means of software bots. Through an exploration of RPA's adoption, this research aims to assess end-user satisfaction levels in BPO environments, focusing on usefulness, ease of use, and operational efficiency. The study employs a quantitative approach, utilizing online surveys distributed to finance and accounting professionals in the BPO industries in the National Capital Region, particularly Taguig City, Philippines. Statistical analyses, including weighted mean, Spearman rank correlation coefficient, multiple linear regression, and anova tests, are used to evaluate the data. The findings supported the hypothesis that there is a significant relationship between end-user satisfaction and their attributes. The outcomes demonstrate the substantial advantages of RPA implementation and end-user satisfaction, providing insights for BPO industry optimization and strategic decision-making.