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Ph.D.
(Management)
AN IN-DEPTH STUDY OF EMPLOYEE SATISFACTION, ATTRITION
AND RETENTION STRATEGIES FOR IT/ITES INDUSTRY WITH A
FOCUS ON GUJARAT STATE
Ph.D. Scholar : Bhatt Ranna Jayantbhai
Research Supervisor : Dr. M. S. Sharma

Regi. No.: 15146031001
Abstract :
IT/ITES Industry has been gaining the attention of researchers all across the globe. This
industry has been contributing heavy revenues to the economies. Indian IT/ITES market
contributes a heavy amount of revenue to the total GDP. However, attrition has been a
burning question for this industry. The literature suggests that employee satisfaction can
be proven a significant factor to retain the employee in the organization. This study
focuses on the employee satisfaction and its impact on the employee retention for the
BPO segment specifically for the Gujarat region.

Many past researches have been conducted in the area of employee satisfaction and
retention for the IT/ITES industry and also with a focus on BPO segment. However, the
study has not been explored in the Gujarat region. Thus, the author has taken up the task
to identify the determinants of employee satisfaction and their impact on the employee
turnover. The author has recommended various strategies suggesting the various ways
to retain the talents in the organization. The author has collected data from 700
employees working in the BPO segment of Gujarat.

This study can be helpful for all the BPO organizations who are struggling with the
challenge of employee attrition. The study provides various recommendations in the form
of retention strategies that can be proven helpful for them.

Key words: Attrition, BPO, Employee Satisfaction, IT/ITES, Job Satisfaction, Retention,
Retention Strategies

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