The Influence of Job Satisfaction on the Performance Level of Business Process Outsourcing Work-from-Home Employees

Abstract

This study examined the relationship between job satisfaction and sustainable performance among Business Process Outsourcing (BPO) employees working under full-time work-from-home and hybrid arrangements in Naga City. It assessed job satisfaction through intrinsic and extrinsic motivators based on Herzberg’s Two-Factor Theory and Self-Determination Theory, focusing on factors such as achievement, recognition, salary structure, and peer relationships. Employee performance was measured using indicators of autonomy, competence, and relatedness. Using a quantitative research design, data were gathered from 70 respondents, and findings revealed that both hygiene and motivational factors significantly influenced job satisfaction, which strongly correlated with sustainable employee performance. Hybrid workers reported slightly higher job satisfaction due to increased flexibility and better work-life balance, while some in-office engagement continued to drive motivation.

The study also identified communication barriers, social isolation, and inconsistent policy implementation as key challenges. These results suggest that well-structured motivational strategies and supportive workplace environments can enhance job satisfaction and sustain high performance. In response, the study proposed the H.O.M.E. Project, which stands for Harnessing Opportunities, Motivation, and Engagement for Sustainable Remote Work Excellence, to strengthen leadership, recognition, and infrastructure supporting remote and hybrid work setups.