Title: Examining the impact of recruitment process outsourcing motivators on clients' satisfaction: a study of banking sector in India

Authors: Poonam; Suresh Kumar Bhaker

Addresses: Guru Jambheshwar University of Science & Technology, Hisar, Haryana, India ' Guru Jambheshwar University of Science & Technology, Hisar, Haryana, India

Abstract: This paper aims to examine the impact of recruitment process outsourcing (RPO) motivators on the clients' satisfaction in the banking sector in India. Based on questionnaire survey approach, this paper uses multi-level stratified sampling to administer 585 questionnaires to selected bank executives operating in 39 commercial banks in India. Structure equation modelling has been used. The impact of RPO motivators on the clients' satisfaction was found to be strong and statistically significant. It indicates that as the motivators of outsourcing increases, it will lead to increase the satisfaction level of clients. This study provides a framework which helps the RPO providers to understand the motivators of RPO so that they can give maximum satisfaction to their clients. While most of the studies on outsourcing tend to be theoretical, this is an empirical study focusing on outsourcing by organisation based on developing countries such as India.

Keywords: India; recruitment process outsourcing; RPO; motivators; clients' satisfaction attributes; banks.

DOI: 10.1504/IJAOM.2025.145208

International Journal of Advanced Operations Management, 2025 Vol.16 No.1, pp.60 - 82

Accepted: 17 Oct 2024
Published online: 25 Mar 2025 *