www.ijraset.com Volume 3 Issue XII, December 2015 IC Value: 13.98 ISSN: 2321-9653 International Journal for Research in Applied Science & Engineering Technology (IJRASET) © IJRASET 2015: All Rights are Reserved 458 Study on factors affecting Job Satisfaction, Loyalty, and Commitment among managerial staff with reference to e-Publishing organisations in ITES / BPM industry Vivek Viswanathan 1 , Komal Chopra 2 Symbiosis Institute of Management Studies Constituent of Symbiosis International University, Pune Abstract: Job satisfaction, loyalty and commitment are important attributes for employee retention. The paper investigates the factors that would affect satisfaction, loyalty and commitment amongst the managerial staff in ITES / BPM industry. Review of literature highlighted the factors. Based on this a structured questionnaire was designed and administered to 120 respondents who were at managerial positions in the ITES and BPM industry. KMO and Bartlet’s test highlighted the adequacy of sample size. Factor analysis was carried out to find out the important factors. The results revealed that supervision, accountability, authority, recognition, career progression and company policy played a very important role in determining job satisfaction, loyalty and commitment to the organization. Keywords: Job satisfaction; Organisational Commitment; Employee Loyalty; ITES Industry; Business Process Management (BPM), Business Process Outsourcing (BPO) I. CONCEPT DEFINITIONS A. Job Satisfaction A pleasurable or positive emotional state resulting from the appraisal of one's job or job experiences (Locke E.A., 1976) B. Loyalty Employee loyalty (unfortunately) is whatever the employee and employer agree that it is (Powers EL, 2000) C. Commitment The extent to which, employees accept the goals and values of organisation and are desirous to remain in the organisation (Porter 1974). Organisational commitment is defined as the emotional commitment to achieve the organisational objectives (Buchanan, 1974) D. ITES Industry Often the business processes are information technology-based, and are referred to as ITES-BPO, where ITES stands for Information Technology Enabled Service (J. G. Nellis; David Parker, 2006) E. e-Publishing Industry Jeffrey A. Trachtenberg of the Wall Street Journal, commenting on the present e-publishing industry, had this to say: "Book retailers are transforming, as many customers go online to purchase. This move has put a lot of pressure on traditional chain stores to create revenue and profits. Similarly, digital books continue to gain market share, and are now estimated at 8% to10% of revenue for some major publishing (houses)." F. Organisation Organisation is the process of identifying and grouping the work to be performed, defining and delegating responsibility and authority, and establishing relationships for the purpose of enabling people to work most effectively together in accomplishing objectives (Louis A Allen, 1958) II. PURPOSE OF RESEARCH