A Descriptive-Correlational Study on Human Resource Management Practices and Employee Commitment Among BPO Companies in Dumaguete City
DOI:
https://doi.org/10.69569/jip.2025.192Keywords:
HRM practices, Organizational commitment, BPO, Customer service representatives, Dumaguete CityAbstract
The Philippines' Business Process Outsourcing (BPO) industry plays a vital role in employment generation and economic growth, particularly in urban hubs like Dumaguete City. However, sustaining employee commitment remains a significant challenge amid high attrition rates and demanding work environments. This study assessed the level of implementation of Human Resource Management (HRM) practices and the level of organizational commitment among employees in selected BPO companies in Dumaguete City. It also examined the relationship between HRM practices and employee commitment. Utilizing a quantitative research design, specifically a descriptive-correlational approach, the study surveyed 137 regular customer service representatives through convenience sampling. Findings revealed that HRM practices were vigorously implemented across recruitment, training, performance appraisal, compensation, communication, empowerment, and supervisory leadership. Correspondingly, employees demonstrated high affective, continuance, and normative commitment levels. A significant positive correlation was found between HRM practices and employee organizational commitment. These results highlight the crucial role of effective HRM strategies in enhancing employee retention and loyalty, offering valuable insights for BPO companies aiming to strengthen workforce engagement and organizational performance.
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