Beyond Flexibility: The Moderating Role of Workload in Auditor Retention – Evidence from a Malaysian Big Four Firm

Abstract

The auditing profession continues to experience persistent turnover challenges, particularly in the post-pandemic environment where expectations surrounding flexibility, workload sustainability, and career progression have evolved. This study investigates the determinants of auditor retention within a Malaysian Big Four audit firm (Company Z), integrating Herzberg’s Motivation–Hygiene Theory, Maslow’s Hierarchy of Needs, and Social Exchange Theory to explain how job satisfaction and relational exchanges influence retention outcomes. Employing a qualitative case study design, data were collected through semi-structured interviews with nine auditors selected via purposive sampling. Thematic analysis reveals that flexible working policies, job satisfaction, career development opportunities, supportive work environment, and competitive compensation function as primary retention drivers. However, excessive workload and work-life imbalance emerge as critical moderating factors that may weaken the positive effects of these retention mechanisms, particularly during peak audit seasons. The findings extend prior retention research by demonstrating that flexibility alone is insufficient without equitable workload distribution and consistent managerial support. The study contributes theoretically by integrating motivational and relational frameworks to conceptualise retention as a behavioural outcome shaped by both intrinsic fulfilment and reciprocal organisational support. Practically, the study offers evidence-based recommendations for audit firms seeking to strengthen retention strategies in a highly competitive professional services environment. By situating the analysis within the Malaysian audit context, this research enriches the limited body of qualitative evidence on auditor retention in emerging markets and provides insights relevant to both policymakers and professional bodies.