Sustainable Ergonomic Workplace: Fostering Job Satisfaction and Productivity among Business Process Outsourcing (BPO) Workers

Ma. Janice J. Gumasing (), Emil Renfred A. Rendon and Josephine D. German
Additional contact information
Ma. Janice J. Gumasing: School of Industrial Engineering and Engineering Management, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines
Emil Renfred A. Rendon: School of Industrial Engineering and Engineering Management, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines
Josephine D. German: School of Industrial Engineering and Engineering Management, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines

Sustainability, 2023, vol. 15, issue 18, 1-28

Abstract: The business process outsourcing (BPO) sector is important in managing business especially in a developing country like the Philippines. Call centers are one of the most common type of industries within the BPO sector as they generate 75.1% of its revenues. Given the lack of studies regarding the ergonomic factors in the BPO industry, the goal of this research is to examine the relationships of different ergonomic domains on the job satisfaction and overall productivity of the BPO agents in a customer service or call center industry. The data were gathered through an online survey and the approach used for this study was a variance-based partial least squares structural equation modeling (PLS-SEM) with maximum likelihood estimation. Through analysis, it was proven that macro-ergonomics and physical ergonomics have significant effects on the overall productivity of BPO workers, while cognitive and macro-ergonomics have a significant influence on job satisfaction. In addition to this, it was also proven in the study that overall productivity and job satisfaction were significantly associated. This is one of the first studies to investigate and examine the relationship between ergonomic domains and the productivity and job satisfaction of a Filipino BPO or call center worker. The results of this study could be used as a reference for further investigations by future researchers, especially on more ergonomic factors as well as the extrinsic variables that were not covered by the researchers of this paper. In addition to this, the proposed framework might also be adapted and used as a reference for further studies to produce more accurate and updated results.

Keywords: business process outsourcing; call centers; ergonomic domains; structural equation modeling; PLS-SEM (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
https://www.mdpi.com/2071-1050/15/18/13516/pdf (application/pdf)
https://www.mdpi.com/2071-1050/15/18/13516/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:15:y:2023:i:18:p:13516-:d:1236513

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().