The role of work-life balance in enhancing employee retention: insights from the service industry in Sri Lanka
Philip, Fatima Roshini (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025060520624
https://urn.fi/URN:NBN:fi:amk-2025060520624
Tiivistelmä
This study aimed to investigate the effect of organisational policies on employee work-life balance and its influence on employee retention in the Business Process Management (BPM) sector of the services industry. The key interest was in understanding how specific organisational rules and human resource (HR) practices that made up the organisation and its management affected employees’ ability to balance work and personal life and
how this balance was a contributor to their intention to stay with the organisation.
This research took a quantitative approach, using an online survey administered to employees in selected BPM organisations. The survey was completed by 108 employees and the data was analyzed using descriptive statistics and selected cross tabulations using SPSS. Key demographic variables such as gender, age and employment experience were used to contextualize the analysis. The questions were grouped into thematic areas relevant to the literature regarding work-life balance, managerial support, flexibility, and job satisfaction.
The results of this study showed that there was a measurable effect of organisational policies on the work-life experience of employees, and that employees with greater balance experienced a higher intention to retain. Overall, the findings showed that respondents with greater work experience in the industry and greater perceived flexibility revealed higher satisfaction levels. These findings aligned with other study findings and shall contribute
to the employee commitment and retention in BPM service environment, and work-life balance programs and supportive policies are key to recruiting and retaining valued employees.
In conclusion, the findings of this study demonstrated a need for BPM organisations to implement employee centered policy frameworks. This study provided a number of recommendations to provide organisations with work-life solutions to influence retention and enhance the work-life balance for employees leading to better retention strategies from the organisation for employee well-being and sustaining organisational goals and objectives. Collectively, the findings from this study are worthwhile for human resource (HR) practitioners and policy developers in the service-based sector.
how this balance was a contributor to their intention to stay with the organisation.
This research took a quantitative approach, using an online survey administered to employees in selected BPM organisations. The survey was completed by 108 employees and the data was analyzed using descriptive statistics and selected cross tabulations using SPSS. Key demographic variables such as gender, age and employment experience were used to contextualize the analysis. The questions were grouped into thematic areas relevant to the literature regarding work-life balance, managerial support, flexibility, and job satisfaction.
The results of this study showed that there was a measurable effect of organisational policies on the work-life experience of employees, and that employees with greater balance experienced a higher intention to retain. Overall, the findings showed that respondents with greater work experience in the industry and greater perceived flexibility revealed higher satisfaction levels. These findings aligned with other study findings and shall contribute
to the employee commitment and retention in BPM service environment, and work-life balance programs and supportive policies are key to recruiting and retaining valued employees.
In conclusion, the findings of this study demonstrated a need for BPM organisations to implement employee centered policy frameworks. This study provided a number of recommendations to provide organisations with work-life solutions to influence retention and enhance the work-life balance for employees leading to better retention strategies from the organisation for employee well-being and sustaining organisational goals and objectives. Collectively, the findings from this study are worthwhile for human resource (HR) practitioners and policy developers in the service-based sector.