The purpose of this study was to investigate the impact of hybrid and
on-site work arrangements on employee job satisfaction and motivation in the
Metro Manila Business Process Outsourcing (BPO) industry. A total of 113
employees were included in the sample, with 62 having a hybrid work arrangement
and 51 having an on-site work arrangement. The study took a quantitative,
cross-sectional approach, and the Workplace Wellbeing Index was developed to
assess employee motivation and job satisfaction by measuring employees’ levels
of satisfaction with autonomy, competence, and relatedness in the workplace
through the lens of Self-Determination Theory (SDT). Despite initial hypotheses
suggesting potential differences, the findings revealed that work arrangement
had no significant effect on employee motivation or job satisfaction,
challenging prevailing assumptions. The study rejects four out of five
hypotheses, indicating that BPO employees have adapted to their respective work
arrangements, finding ways to deal with potential challenges and capitalize on
the benefits of their situation, resulting in comparable levels of job
satisfaction and employee motivation. This study offers valuable insights for
BPO employers, emphasizing the importance of providing flexible work
arrangements, cultivating a culture of competence development, and fostering
social connections among remote employees. Organizations can improve employee
job satisfaction and motivation by optimizing work arrangements to meet
employees’ needs and preferences, resulting in positive outcomes for both
employees and the organization.
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