An Analysis on the quality of work life of business process outsourcing firms in the metropolitan area of the Philippines based on the perception of customer service representatives

Date of Publication


Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Business Management


Ramon V. Del Rosario College of Business


Business Management


Awarded as best thesis, 2010

Thesis Adviser

Jeden O. Tolentino

Defense Panel Chair

Leah A. Macatangay

Defense Panel Member

Christopher Dennis Catapang


This paper aims to examine the Quality of Work Life in Business Process Outsourcing firms according to employees' perception. The objectives of the paper are the following: (1) To determine the current state of QWL in BPOs in the Philippines, in terms of the adequacy of compensation, working conditions, development of human capacity, career growth, social integration, constitutionalism in work organization, work and quality of life, and social relevance of work (2) To assess which aspects of QWL, as well as customer service representatives' demographics (i.e. age, sex, and work shift), have the highest level of significance in relation to the customer service representatives' perception of the QWL, and (3) To ascertain if the QWL programs of BPO companies have an effect on how employees actually perceive their work life.

Selection of firms was made by means of convenience sampling. Binary Logistics Regression, as well as computation of the mean, was used in analyzing the surveys. The results were based on the answers of 210 respondents (from 24 different companies) who are Customer Service Representatives of selected BPO firms in the Metropolitan Area, particularly Makati, Manila, Ortigas, Pasig, Quezon City, Mandaluyong, Taguig, San Juan, East Wood, Muntinlupa, Las Piñas, Marikina, Pasay, and Parañaque. The researchers found out based on statistical analysis that Social Relevance of Work among the 8 aspects of QWL has a significant relation to the perception of QWL amongst Customer Service Representatives. Moreover, Health and Wellness Programs and Staff Recognition and Appreciation Programs also turned out to have positive relationship on the perception of QWL, while Age of employees has a negative relationship.

Abstract Format






Accession Number


Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

140, [11] leaves : ill. ; 28 cm.


Quality of work life--Philippines; Contracting out--Philippines; Personnel management--Philippines

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