Exploring the Relationship between Job Satisfaction, Workplace AI Use, and Retention

Abstract

This study explores the relationship between job satisfaction level and customer retention among the employees of IT company. We conducted a cross-sectional study through a questionnaire-based online survey to collect data from the IT company employees of Bangladesh. Purposive sampling was adopted for office selection (N = 6), and simple random sampling were adopted for participants selection. A total of 550 complete responses were identified for analysis. Descriptive and inferential analyses were conducted utilizing excel and SPSS(v26). The mean age of the participant was 25 (SD = 4.12) with an assigned sex distribution of 39% female and 61% male. Results indicate that the overall job satisfaction score averaged 15 ± 3.9 on a 25-point scale. Employees who met their customer-related targets in the past month (79%) reported significantly higher job satisfaction (M = 17.41, SD = 2.54) compared to those who did not (M = 9.74, SD = 2.56), as shown by an independent samples t-test (p < 0.001). The most influential factors driving job satisfaction reported are health insurance benefits (66%), work-life balance (62%), good leadership (57%), and company culture (57%). Additionally, career advancement opportunities (54%) and recognition (54%) were also reported to be contributed significantly to job satisfaction. Participants frequently noted that AI tools streamlined repetitive tasks, allowing more time for meaningful work, although concerns about dependency and potential job displacement were also expressed. These findings suggest that job satisfaction in the IT sector is strongly influenced by AI integration, benefits and organizational culture, and that achieving customer-related targets is associated with significantly higher satisfaction. Enhancing these factors could improve organizational performance.