Employers' satisfaction in the recruitment process outsourcing environment: a study of the industrial sector

An employer means the customers who outsource the service to RPO vendors. Customer satisfaction is an important to outsourcing success and hence outsourcing contract continuation. This article aims at first identify the most vital factor that influence the customer satisfaction in the RPO environment and then find the perception of customers regarding RPO in the industrial sector. The sample has been collected from 400 respondents (200 customers each from service and manufacturing sector) for the study, by using convenience sampling method. For this purpose, analysis was done by using descriptive statistics, confirmatory factor analysis through AMOS software and independent sample t-test. After analysis, it is found that relationship quality is the most significant factor that influences customer satisfaction in recruitment process outsourcing (RPO) environment. Significant difference was found among customer perception towards recruitment process outsourcing (RPO) regarding service quality and relationship quality across type of industry.