Determinants of employee loyalty of company A: A delphi study

Abstract

This study aims to identify and prioritize the key factors influencing employee loyalty at Company A, a major contributor to Malaysia's economy, to provide actionable strategies for enhancing workforce commitment and reducing turnover. Adopting a qualitative approach, this research employs the Delphi method to gather expert insights through a two-round process involving 20 senior employees with over five years of experience at Company A. Thematic analysis was used in Round 1 to extract key themes from open-ended responses, and consensus was achieved in Round 2 through structured feedback and rating. Kendall’s Coefficient of Concordance (W) was applied to assess agreement levels. Findings indicate that competitive compensation, recognition and reward systems, a supportive and inclusive work environment, career development opportunities, and effective leadership are the top-ranked drivers of employee loyalty. The study also outlines challenges such as resource limitations, managerial resistance, and cultural inertia that may hinder implementation. The study offers prioritized, evidence-based recommendations for HR practitioners and organizational leaders to enhance employee loyalty through targeted interventions, ultimately boosting job satisfaction, productivity, and retention. By shifting the focus from traditional motivation models to loyalty-centered frameworks, this study contributes to the development of employee retention theory and expands qualitative research in human resource management. This research demonstrates the effectiveness of the Delphi method for consensus-building in organizational contexts and offers a replicable framework for identifying loyalty drivers in other firms or industries. The study stands out by addressing employee loyalty using expert-based consensus in a single-organization context, offering novel insights specific to the Malaysian corporate environment. It bridges the gap between theory and practice through structured, participatory decision-making.