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CHAPTER- IV
DATA ANALYSIS AND INTERPRETATION
”People who succeed have momentum.
The more they succeed, the more they want to succeed,
And the more they find a way to succeed.”
- Tony Robbins
The earlier chapters were devoted to review the background of earlier literatures on the present
study and also examined the major research findings. In this chapter an attempt is made to
present research methods and sample of the study including tools of data collection, interpretive
guidelines and statistical treatments.
The purpose of the study is three fold. Firstly, it attempts to examine all the demographic factors
taken for the study and correlate them to understand the stress levels of the employees. Secondly,
to study various personal factors, organizational factors related to role of an employee, self
concept and locus of control of the respondents through company wise analysis. Lastly, to
suggest certain coping strategies to manage the work related stress and develop a stress
sustenance model.
Data Analysis is a schematic presentation of the information collected through research study.
Data analysis is an important element of any research as the data is analyzed as per the
requirements of the research and valuable findings can be traced out from the analysis. The
analysis of data is the most skilled task in the research process. It is the critical examination of
the assembled and grouped data for studying the characteristics of the factors under study and for
determining the patterns of relationships among the variables relating to the research.
Statistical analysis of data serves several purposes. Primarily it summarizes large mass of data
into understandable and meaningful formats. The reduction of data facilitates further analysis
and makes exact descriptions possible. The present study made use of statistical analysis using
SPSS v17 package. The data is organized into frequency tables and presented through pie charts
and bar charts, wherever necessary.
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4.1. DEMOGRAPHIC PROFILE
The respondents of the present research are from the four select BPO companies in Hyderabad
viz., Infosys, Genpact, TCS and Wipro. To analyze the demographic profile of the respondents,
factors like of age, gender, educational qualifications, marital status, children, annual income,
present shift, organization and experience within the organization are considered. The following
is a schematic presentation of demographic profile of the sample respondents. The data has been
segregated as general demographic factors and company wise demographic factors.
4.1. a. General demographic factors
The various demographic factors of the respondents are considered collectively in general,
without specific reference to their respective companies of work.
4.1.a.i. Age of the respondents :
Age of the respondents is an important demographic factor in BPO industry. This gives a picture
of energy levels of the work force. Therefore, the data in this regard is presented below.
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Table 4.1 Age in years
Frequency Percent Valid Percent Cumulative
Percent
Valid Less than 25 693 55.4 55.4 55.4
26-35 400 32.0 32.0 87.4
36-45 155 12.4 12.4 99.8
above 46 3 .2 .2 100.0
Total 1251 100.0 100.0
Chart 4.1 Age in years
Source: Researcher’s Compilation
The total respondents are 1251. Among the total respondents 55.4 per cent are in the age group
of less than 25, 32.0 per cent are in the group of 26-35, 12.4 per cent are in the age group of 36-
45 years and 0.2 percent are in the age group of above 45 years. So it can be said that majority of
the respondents in the select companies of BPO industry are youngsters.
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4.1. a. ii. Gender of the respondents
The following data represents the frequency of male and female respondents in the sample.
Table 4.2 Gender of the respondents
Frequency Percent Valid Percent Cumulative
Percent
Valid male 1028 82.2 82.2 82.2
female 223 17.8 17.8 100.0
Total 1251 100.0 100.0
Chart 4.2 Gender of the respondents
Source: Researcher’s Compilation
The table and graph above shows the frequency of males and females of the total sample taken
for the study. In the total sample of 1251 employees 82.2 per cent are males representing
majority of the respondents and 17.8 per cent corresponds to female population. This may be an
indication of the fact that the industry is a male dominant industry.
4.1. a. iii. Marital status of the respondents:
The data regarding the respondents’ marital status has been given below
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Table 4.3 Marital status of the respondents
Frequency Percent Valid Percent Cumulative
Percent
Valid married 401 32.1 32.1 32.1
single 850 67.9 67.9 100.0
Total 1251 100.0 100.0
Chart 4.3 Marital status of the respondents
Source: Researcher’s Compilation
The table and graph above shows the marital status of the respondents. It shows that majority of
the respondents are single representing 67.9 per cent of the sample and 32.1 per cent are married.
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4.1. a. iv. Educational qualification of the respondents
The data given below represents the educational qualifications of the respondents taken for the
research.
Table 4.4 Educational qualification of the respondents
Frequency Percent Valid Percent Cumulative
Percent
Valid undergraduate 93 7.4 7.4 7.4
graduate 635 50.8 50.8 58.2
PG and above 523 41.8 41.8 100.0
Total 1251 100.0 100.0
Chart 4.4 Educational qualification of the respondents
Source: Researcher’s Compilation
The table and graph above shows the educational qualification of the respondents. It shows that
majority of the respondents are graduates representing 50.8 per cent of the sample, 41.8 per cent
are P.G. and above. Only7.4 per cent are under graduates.
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4.1.a.v. Whether the respondents have children are not?
The data explains the number of respondents with and without children in the sample under study.
Table 4.5 Children
Frequency Percent Valid Percent Cumulative
Percent
Valid yes 327 26.1 26.1 26.1
no 924 73.9 73.9 100.0
Total 1251 100.0 100.0
Chart 4.5 Children
Source: Researcher’s Compilation
The table and graph above shows number of children of the respondents. It shows that majority
of the respondents are under the category of no children representing 73.9 per cent of the sample
and 26.1 per cent are having children.
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4.1.a.vi. Occupational levels of the respondents:
The occupational levels of the respondents taken for analysis are stated in the data given below.
Chart 4.6 Occupational levels of the respondents
Source: Researcher’s Compilation
The table and graph above shows the occupational level of the respondents. It shows that
majority of the respondents are representatives comprising 87.5 per cent of the sample, 6.6 per
cent team are leaders, 4.0 per cent are analyst and 2.0 per cent are managers. It projects that
maximum of the respondents are call centre representatives in the BPO industry.
Table 4.6 Occupational levels of the respondents
Frequency Percent Valid Percent Cumulative
Percent
Valid representative 1094 87.5 87.5 87.5
team leader 82 6.6 6.6 94.0
analyst 50 4.0 4.0 98.0
manager 25 2.0 2.0 100.0
Total 1251 100.0 100.0
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4.1. a. vii. Annual Income of the respondents:
The data regarding the respondents’ annual income is presented below.
Table4.7 Annual income (INR)
Frequency Percent Valid Percent Cumulative
Percent
Valid < 1 L 46 3.7 3.7 3.7
1-2 L 340 27.2 27.2 30.9
2-5 L 753 60.2 60.2 91.0
5 L > 112 9.0 9.0 100.0
Total 1251 100.0 100.0
Chart 4.7 Annual income
Source: Researcher’s Compilation
The table and graph above shows that majority of the respondents are earning 2-5 lakhs as their
annual income representing 60.2 per cent of the total respondents followed by 27.2 per cent
representing an income level of 1-2 lakhs . 9.0 per cent of the total respondents are in the income
range of above 5 lakhs and 3.7 per cent of the total respondents are having income less than
rupees 1 lakh.
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4.1. a. viii. The present shift of the respondents:
The details regarding the shift of the employees taken for the study have been explained in the
following table and chart.
Table 4.8 Present shift
Frequency Percent Valid Percent Cumulative
Percent
Valid day 824 65.9 65.9 65.9
night 427 34.1 34.1 100.0
Total 1251 100.0 100.0
Chart 4.8 Present shift
Source: Researcher’s Compilation
The table and graph above shows that majority of the respondents are presently working in day
shifts, representing 65.9 per cent of the total respondents and 34.1 per cent of the total
respondents are working in the night shifts in the BPO industry.
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4.1. a. ix. Organization of the respondents:
The details regarding the number of employees from each of the four select BPO organizations
have been given below.
Table 4.9 Organization
Frequency Percent Valid Percent Cumulative
Percent
Valid Infosys 309 24.7 24.7 24.7
Genpact 326 26.1 26.1 50.8
TCS 315 25.2 25.2 75.9
Wipro 301 24.1 24.1 100.0
Total 1251 100.0 100.0
Chart 4.9 Organization
Source: Researcher’s Compilation
The above table and graph show the information regarding proportion of respondents in different
samples of the select companies. Majority of the respondents belongs to Genpact representing a
sample of 26.1 per cent, followed by 25.2 per cent employees representing TCS, followed by
24.7 per cent of employees belonging to Infosys and Wipro employees represent 24.1 per cent of
the total sample.
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4.1. a. x. The experience of the respondents:
The details of work experience of the respondents are given below, in number of years.
Table 4.10 Experience in years
Frequency Percent Valid Percent Cumulative
Percent
Valid <1 years 57 4.6 4.6 4.6
1-3 years 530 42.4 42.4 46.9
3-5 years 504 40.3 40.3 87.2
5-8 years 147 11.8 11.8 99.0
above 8 years 13 1.0 1.0 100.0
Total 1251 100.0 100.0
Chart 4.10 Experience in years
Source: Researcher’s Compilation
Among the total respondents, 42.4 per cent are having 1-3 years of experience, 40.3 per cent are
having 3-5 years of experience, 11.8 per cent have an experience of 5-8 years, 4.6 per cent are
having less than one year of experience and only one per cent of the total respondents are having
more than eight years of experience. This indicates that majority of employees are new to the
industry.
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4.1. b. Company wise demographic factors
The demographic factors are considered with specific reference to the respective companies of
the respondents.
4.1. b. i. Company wise age of the respondents
The data given below represents the age of the respondents in accordance with the select BPO
companies.
Table 4.11 Company wise age of respondents Organization
Total Infosys Genpact TCS Wipro
Age in years
Less than 25 187 167 178 161 693
26-35 95 123 98 84 400
36-45 27 36 38 54 155
above 46 0 0 1 2 3 Total 309 326 315 301 1251
Graph 4.1 Company wise age of respondents
Source: Researcher’s Compilation
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The above table and graph show the company wise cross tabulation of the age of respondents.
The results show that majority of the respondents are in the age group of less than 25 years
represented by 693 employees of the total organizations taken for the research. To be company
specific Infosys has majority of respondents in the age group of less than 25 years with 187
respondents, TCS also has the similar trend with 178 employees, Genpact has more number in
the age group of 26-35 with 123 employees. TCS and Infosys follow the same trend with 98 and
95 employees in the same age group, while Wipro has more number of employees in the age
group of 36-45 years with 54 employees. Hence the number of young generation employees is
more in the sample. Perhaps this may be the secret underlying the dynamic working force behind
the BPO industry.
4.1. b. i. Company wise gender
Given below is the data of male and female respondents in the select BPO companies.
Table 4.12 Company wise gender of the respondents Organization
Total Infosys Genpact TCS Wipro
Gender male 231 267 274 256 1028
female 78 59 41 45 223 Total 309 326 315 301 1251
Graph 4.2 Company wise gender of the respondents
Source: Researcher’s Compilation
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The above table and graph represent the number of respondents taken for the research based on
gender. The per cent of male respondents is high compared to the number of female respondents.
To be specific, the Company TCS has the least representation of female employees with only 41
in number, in the total sample of 223 female respondents.
iii. Company wise marital status
The details regarding the marital status of the employees taken for the study in the select BPO
companies are given below.
Table 4.13 Company wise marital status of the respondents Organization
Total Infosys Genpact TCS Wipro
Marital status
married 85 103 96 117 401
single 224 223 219 184 850 Total 309 326 315 301 1251
Graph 4.3 Company wise marital status of the respondents
Source: Researcher’s Compilation
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The above table and graph show the cross tabulations of marital status of the respondents. The
overall figures indicate that there are more number of single persons in the sample, than married
persons. To be company specific, Infosys has 224 single persons, Genpact has 223 single
respondents, TCS has 219 single persons and Wipro has 184 single respondents.
4.1. b. iv. Company wise educational qualifications
The company wise details regarding the educational qualifications of the respondents are as
under.
Table 4.14 Company wise educational qualifications of the respondents Organization
Total Infosys Genpact TCS Wipro
Educational qualification
Undergraduate 24 26 23 20 93
graduate 157 164 165 149 635
PG and above 128 136 127 132 523 Total 309 326 315 301 1251
Graph 4.4 Company wise educational qualifications of the respondents
Source: Researcher’s Compilation
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The above table and graph show the cross tabulations of Educational qualifications of the
respondents. The overall figures indicate that there are more number of graduates in the sample
followed by post graduates and other compared to the under graduates. To be company specific,
TCS has 165 graduates out of its 315 respondents; Genpact has 164 out of its 326 respondents,
followed by Infosys and Wipro.
4.1. b. v. Company wise occupational levels
The various occupational levels of the respondents in select BPOs are given below
Table 4.15 Company wise occupational levels of the respondents
Organization
Total Infosys Genpact TCS Wipro
Occupational level
representative 271 283 274 266 1094
team leader 20 22 22 18 82
analyst 12 14 13 11 50
manager 6 7 6 6 25 Total 309 326 315 301 1251
Graph 4.5 Company wise occupational levels of the respondents
Source: Researcher’s Compilation
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The above table and graph show the cross tabulations of Occupational levels of the respondents.
The overall figures indicate that there are more number of working representatives in the sample
followed by team leaders, analysts and managers. To be company specific, Genpact has 283
representatives out of its 326 respondents; TCS has 274 out of its 315 respondents, followed by
Infosys and Wipro.
4.1. b. vi. Company wise respondents’ annual income
The annual income of the respondents in the select BPO companies are given below
Table 4.16 Company wise respondents’ annual income Organization
Total Infosys Genpact TCS Wipro
Annual income (INR)
< 1 L 11 11 12 12 46
1-2 L 73 82 98 87 340
2-5 L 199 206 171 177 753
5 L > 26 27 34 25 112 Total 309 326 315 301 1251
Graph 4.6 Company wise respondents’ annual income
Source: Researcher’s Compilation
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The table and graph show the respondents income range. Majority of the total respondents are in
the income range of Rs.2,00,000-5,00,000, followed by respondents in the income range of Rs.
1,00,000-2,00,000. There are only few respondents in the income range of above Rs 5,00,000
and there are only 46 respondents of the total 1251 respondents with below Rs.1,00,000 earnings.
To be company specific, Genpact (206) represents majority of the respondents with Rs.2,00,000-
5,00,000 and the minimum number of respondents with less than Rs.1,00,000 are from Infosys
(11) and Genpact (11).
4.1.b.vii. Company wise experience
The details of the work experience of the respondents in select BPO companies are furnished below. Table 4.17 Company wise experience of the respondents Organization
Total Infosys Genpact TCS Wipro
Experience in years
<1 years 16 13 14 14 57
1-3 years 83 146 160 141 530
3-5 years 172 130 107 95 504
5-8 years 33 36 30 48 147
above 8 years 5 1 4 3 13 Total 309 326 315 301 1251
Graph 4.7 Company wise experience of the respondents
Source: Researcher’s Compilation
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The above table and graph show the cross tabulations of experience in years of the respondents.
The overall figures indicate that there are more number of respondents with 1-3 years of
experience in the sample, followed by 3-5 years of experience. The least number of respondents
are with experience of above 8 years. To be company specific, Infosys has maximum of 172
respondents out of its 309 respondents with 3-5 years of experience and Genpact has a least of
one employee out of its 326 respondents with above 8 years experience.
4.1.b.viii. Company wise respondents having children
The data regarding respondents with children and without children are presented in accordance
of the select BPO companies
Table 4.18 Company wise respondents having children Organization
Total Infosys Genpact TCS Wipro
Do you have children?
yes 61 94 75 97 327
no 248 232 240 204 924 Total 309 326 315 301 1251
Graph 4.8 Company wise respondents having children
Source: Researcher’s Compilation
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The above table and graph show the cross tabulations of the respondents with children and
without children. The overall figures indicate that many of the respondents are without children
i.e., 924 respondents and the respondents with children are least which are 327 out of total 1251
respondents. To be company specific, the Infosys (248) represents the maximum number of
respondents without children, followed by TCS (240), Genpact ( 232) and Wipro (204).
4.1.b.ix. Company wise work shifts
The following table shows the details of the respondents attending the present shifts in
accordance with the select BPO companies.
Table 4.19 Company wise work shifts Organization
Total Infosys Genpact TCS Wipro
Present shift
day 221 218 188 197 824
night 88 108 127 104 427 Total 309 326 315 301 1251
Graph 4.9 Company wise work shifts
Source: Researcher’s Compilation
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The above table and graph represents the present working shift of the respondents taken for the
study. The maximum number of work shifts in the sample is observed to be day shifts
representing 824 out of the total sample of 1251. To be company specific it is observed the
maximum number of day shift respondents are represented by Infosys (221) and minimum
number of day shift employees by TCS (188).
4.2 VARIABLE FACTORS TAKEN FOR THE STUDY
The respondents of the present research belong to four select BPO companies in Hyderabad viz.,
Infosys, Genpact, TCS and Wipro. To analyze the various variables of the respondents factors
like - life events, role of an employee in the organization, self concept and locus of control along
with coping strategies have been considered. The part II Main data of the questionnaire consists
of scaled questions which are segregated on the basis of above factors. Therefore following
schematic presentations of the company wise sample respondents, are considered for the study
covering various factors – Life events or personal factors, role factors or organizational factors,
personality variables and coping strategies.
4. 2. a. Life events or personal factors
One to eighth question of the scaled questionnaire represents the personal factors of the respondents.
4.2.a.i. Impact on the health or behavior The following data represents the response of the employees regarding the impact on the health
or behavior of the employee due to job.
Table 4.20 Impact on health or behavior * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Impact on health or behavior
strongly disagree 47 18 18 17 100
disagree 178 192 200 182 752
undecided 24 23 11 25 83
agree 39 79 77 65 260
strongly agree 21 14 9 12 56
Total 309 326 315 301 1251
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Graph 4.10 Impact on health or behavior * Organization Cross tabulation
Source: Researcher’s Compilation The above data show the cross tabulation figures reflecting the impact of job stress on health or
behavior of the respondents. The overview of the figures indicate that majority of respondents
(752 out of 1251) disagree with the above factor. The company specific data reveal that
maximum respondents who disagree are from TCS (200) and minimum respondents who
disagree are from Infosys (178).
4.2.a.ii. Change in Financial status of the respondent
The following data represents the response of the employees regarding the change in the
financial status of the respondents due to job.
Table 4.21 Change in Financial status * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Change in Financial status
strongly disagree 41 21 25 21 108
disagree 159 172 155 168 654
undecided 27 30 25 15 97
agree 56 84 100 86 326
strongly agree 26 19 10 11 66 Total 309 326 315 301 1251
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Graph 4.11 Change in Financial status * Organization Cross tabulation
Source: Researcher’s Compilation The above cross tabulation data reflect the financial status of the respondents as employees of the
outsourcing industry which holds impact on job stress. The overview of the figures indicate that
majority of respondents (654 out of 1251) disagree with the above factor. The company specific
data reveal that maximum respondents who disagree are from Genpact (172) and minimum
respondents who disagree are from TCS (155).
4.2.a.iii. Change in responsibilities at work
The following data represents the response of the employees regarding the change in the
responsibilities due to job.
Table 4.22 Major change in responsibilities at work * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Major change in responsibilities at work
strongly disagree 26 25 11 10 72
disagree 127 118 120 104 469
undecided 24 16 20 34 94
agree 90 145 138 123 496
strongly agree 42 22 26 30 120 Total 309 326 315 301 1251
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Graph 4.12Major change in responsibilities at work * Organization Cross tabulation
Source: Researcher’s Compilation The above cross tabulation data reflects the impact of change in responsibilities at work as a
factor which influence job stress of the respondents. The overview of the figures indicate that
majority of respondents (496 out of 1251) agree with the above factor. The company specific
data reveal that maximum respondents who agree are from Genpact (145) and maximum
respondents who disagree over the factor are from Infosys (127).
4.2.a.iv. Impact on the living conditions and social status The following data represents the response of the employees regarding the impact on the living
conditions and social status of the respondent due to job.
Table 4.23 Impact on living conditions and social status * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Impact on living conditions and social status
strongly disagree 26 32 17 17 92
disagree 169 156 152 171 648
undecided 29 37 26 21 113
agree 59 85 108 75 327
strongly agree 26 16 12 17 71 Total 309 326 315 301 1251
Graph 4.13 Impact on living conditions and social status * Organization Cross tabulation
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Source: Researcher’s Compilation The above table and graph reveals the impact on living conditions and social status of the
respondents company wise. The maximum numbers of respondents disagree with the fact that
living conditions and social status are influenced by the job factor representing 648 out of total
1251. To be company specific, the Wipro (171) representing the maximum number of
respondents who disagree.
4.2.a.v. Impact of long working hours on stress The following data represents the responses of the employees regarding the impact on stress due
to long working hours.
Table 4.24 Stressed due to long hours of work * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Stressed due to long hours of work
strongly disagree 14 22 8 7 51
disagree 160 151 157 155 623
undecided 40 29 22 31 122
agree 74 94 110 94 372
strongly agree 21 30 18 14 83 Total 309 326 315 301 1251
Graph 4.14 Stressed due to long hours of work * Organization Cross tabulation
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Source: Researcher’s Compilation The above data show the cross tabulation figures reflecting the impact of long working hours on
stress of the respondents. The overview of the figures indicate that majority of respondents (623
out of 1251) disagree with the above factor. The company specific data reveal that maximum
respondents who disagree are from Infosys (160) and minimum respondents who strongly
disagree are from Wipro (7).
4.2.a.vi. Disturbance in rest or recreation of the respondent due to job
The following data represents the response of the employees regarding disturbance in schedule
of rest or recreation of the respondent due to job.
Table 4.25 Disturbance in schedule of rest or recreation * Organization Cross
tabulation
Organization
Total Infosys Genpact TCS Wipro
Disturbance in schedule of rest or recreation
strongly disagree 33 16 11 4 64
disagree 167 169 173 175 684
undecided 20 20 22 13 75
agree 56 87 91 91 325
strongly agree 33 34 18 18 103 Total 309 326 315 301 1251
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Graph 4.15 Disturbance in schedule of rest or recreation * Organization Cross
tabulation
Source: Researcher’s Compilation
The above data show the cross tabulation figures reflecting the impact of disturbance in schedule
of rest or recreation due to job, thus influencing the stress of the respondents. The overview of
the figures indicate that majority of respondents (684 out of 1251) disagree with the above factor.
The company specific data reveal that maximum respondents who disagree are from Wipro (175)
and minimum respondents who strongly disagree are also from Wipro (4).
4.2.a.vii. Effect on change in sleeping habits
The following data projects the response of the employees effecting the change in their sleeping
habits due to job.
Table 4.26 Change in sleeping habits * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Change in sleeping habits
strongly disagree 29 12 10 8 59
disagree 158 157 156 160 631
undecided 28 21 28 12 89
agree 73 103 96 106 378
strongly agree 21 33 25 15 94 Total 309 326 315 301 1251
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Graph 4.16 Change in sleeping habits * Organization Cross tabulation
Source: Researcher’s Compilation
The above data show the cross tabulation figures reflecting the effect on change in sleeping
habits and their corresponding impact on job stress. The overview of the figures indicate that
majority of respondents (631 out of 1251) disagree with the above factor. The company specific
data reveal that maximum respondents who disagree are from Wipro (160).
4.2.a.viii. Effect on eating habits
The following data represents the response of the employees which explains the effect on their
eating habits.
Table 4.27 Change in eating habits * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Change in eating habits
strongly disagree 51 18 9 10 88
disagree 151 160 173 168 652
undecided 21 28 28 15 92
agree 62 94 87 88 331
strongly agree 24 26 18 20 88 Total 309 326 315 301 1251
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Graph 4.17 Change in eating habits * Organization Cross tabulation
Source: Researcher’s Compilation
The above data show the cross tabulation figures reflecting the impact of eating habits as a factor
effecting job stress of the respondents. The overview of the figures indicate that majority of
respondents (652 out of 1251) disagree with the above factor. The company specific data reveal
that maximum respondents who disagree are from TCS (173).
4.2.b. Role factor or Organizational factors
The scaled questions from question number nine to eighteenth include all the organizational role
factors which enable to study the stress level of the employees at work place. The following
tables and graphs give the stress at organizational level of select BPOs.
4. 2..b.i. Company wise acquirement of skills
The following data reveals the deficiency in acquirement of skills in the present job for taking
up higher responsibility by the respondents. This is a character of personal inadequacy.
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Table 4.28 Lack of skill acquirements * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Lack of skill acquirements
strongly disagree 39 24 19 11 93
disagree 220 226 204 147 797
undecided 19 29 36 16 100
agree 19 40 45 110 214
strongly agree 12 7 11 17 47 Total 309 326 315 301 1251
Graph 4.18 Lack of skill acquirements * Organization Cross tabulation
Source: Researcher’s Compilation
The above data exihibit the cross tabulation figures reflecting the lack of skill acquirements of
the respondents as a factor effecting job stress. The overview of the figures indicate that majority
of respondents (797 out of 1251) disagree with the above factor. The company specific data
reveal that maximum respondents who disagree are from Genpact (226).
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4.2.b.ii. Company wise over workload The data furnishes the company wise details of respondents regarding their burden of working
late hours due to overload of work, in other words role overload.
Table 4.29 Over workload * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Over workload
strongly disagree 15 8 15 14 52
disagree 174 173 156 170 673
undecided 24 17 18 23 82
agree 74 102 106 77 359
strongly agree 22 26 20 17 85 Total 309 326 315 301 1251
Graph 4.19 Over workload * Organization Cross tabulation
Source: Researcher’s Compilation The above data show the cross tabulation figures reflecting the impact of over load of work as a
factor effecting job stress of the respondents. The overview of the figures indicate that majority
of respondents (673 out of 1251) disagree with the above factor. The company specific data
reveal that maximum respondents who disagree are from Infosys (174), followed by Genpact
(173).
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4.2. b.iii. Company wise unwilling attitude towards work The data presents the company wise details of respondents’ unwilling attitude towards work due
to role ambiguity.
Table 4.30 Unwilling attitude towards work * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Unwilling attitude towards work
strongly disagree 29 22 30 10 91
disagree 189 200 181 182 752
undecided 22 19 22 31 94
agree 53 72 72 66 263
strongly agree 16 13 10 12 51 Total 309 326 315 301 1251
Graph 4.20 Unwilling attitude towards work * Organization Cross tabulation
Source: Researcher’s Compilation The above data show the cross tabulation figures reflecting the impact of unwilling attitude
towards work due to work ambiguity as a factor effecting job stress of the respondents. The
overview of the figures indicate that majority of respondents (752 out of 1251) disagree with the
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above factor. The company specific data reveal that maximum respondents who disagree are
from Genpact (200).
4.2.b.iv. Company wise inter role distance The below data reveals the inter role distance of the respondents in order of their companies.
Table 4.31 Inter role distance * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Inter role distance
strongly disagree 47 22 15 12 96
disagree 175 216 205 199 795
undecided 31 14 28 23 96
agree 43 67 55 59 224
strongly agree 13 7 12 8 40 Total 309 326 315 301 1251
Graph 4.21 Inter role distance * Organization Cross tabulation
Source: Researcher’s Compilation The above data show the cross tabulation figures reflecting inter role distance as a factor
effecting job stress of the respondents. The overview of the figures indicate that majority of
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respondents (795 out of 1251) disagree with the above factor. The company specific data reveal
that maximum respondents who disagree are from Genpact (216).
4.2.d.v. Company wise job dissatisfaction The data below enumerates the quality of role erosion among employees in the select companies
expressing their job dissatisfaction.
Table 4.32 Job dissatisfaction * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Job dissatisfaction
strongly disagree 34 25 15 13 87
disagree 168 192 195 199 754
undecided 40 22 21 18 101
agree 47 76 74 65 262
strongly agree 20 11 10 6 47 Total 309 326 315 301 1251
Graph 4.22 Job dissatisfaction * Organization Cross tabulation
Source: Researcher’s Compilation
The above table and graph show the cross tabulation figures reflecting the impact of job
dissatisfaction as a factor effecting job stress of the respondents. The overview of the figures
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indicate that majority of respondents (754 out of 1251) disagree with the above factor. The
company specific data reveal that maximum respondents who disagree are from Wipro (199).
4.2.b.vi. Company wise role interaction The company wise data of the respondents represents their capabilities of role interaction
required for the job of BPOs.
Table 4.33 Role interaction * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Role interaction
strongly disagree 46 28 17 19 110
disagree 140 160 176 153 629
undecided 25 26 17 24 92
agree 74 94 97 94 359
strongly agree 24 18 8 11 61 Total 309 326 315 301 1251
Graph4.23 Role interaction * Organization Cross tabulation
Source: Researcher’s Compilation
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The above data show the cross tabulation figures reflecting the role interaction as a factor
effecting job stress of the respondents. The overview of the figures indicate that majority of
respondents (629 out of 1251) disagree with the above factor. The company specific data reveal
that maximum respondents who disagree are from TCS (176).
4.2.b.vii. Company wise lack of time for family due to role The data furnished below enumerates the importance of conflicting role expectations of job and
personal life which may be disturbed due to job nature. This explains the role expectation
conflict of the respondent job nature due to lack of time for personal or family life.
Table 4.34 Lack of time for family due to role * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Lack of time for family due to role
strongly disagree 19 11 19 15 64
disagree 188 186 159 158 691
undecided 20 17 27 20 84
agree 64 98 94 81 337
strongly agree 18 14 16 27 75 Total 309 326 315 301 1251
Graph 4.24 Lack of time for family due to role * Organization Cross tabulation
Source: Researcher’s Compilation
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The above table and graph show the cross tabulation figures reflecting the impact of job
responsibility as a factor effecting personal time towards family, which influence the level of job
stress of the respondents. The overview of the figures indicate that majority of respondents (691
out of 1251) disagree with the above factor. The company specific data reveal that maximum
respondents who disagree are from Infosys (188).
4.2.b.viii. Company wise absence of facilities at work place The following data shows the degree of absence of facilities at work place in the select
companies. This reveals the resource adequacy at job place.
Table 4.35 Absence of facilities at work place * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Absence of facilities at work place
strongly disagree 47 28 24 12 111
disagree 162 186 188 188 724
undecided 26 27 14 16 83
agree 49 77 76 74 276
strongly agree 25 8 13 11 57 Total 309 326 315 301 1251
Graph 4.25 Absence of facilities at work place * Organization Cross tabulation
Source: Researcher’s Compilation
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The above data show the cross tabulation figures reflecting the impact of absence of facilities at
work as a factor effecting job stress of the respondents. The overview of the figures indicate that
majority of respondents (724 out of 1251) disagree with the above factor. The company specific
data reveal that maximum respondents who disagree are from Wipro and TCS (188).
4.2.b.ix. Company wise role stagnation The given data exhibits the role stagnation of the respondents in their respective companies.
Table 4.36 Role stagnation * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Role stagnation
strongly disagree 18 39 24 10 91
disagree 167 149 154 151 621
undecided 25 20 24 26 95
agree 82 102 107 100 391
strongly agree 17 16 6 14 53 Total 309 326 315 301 1251
Graph 4.26 Role stagnation * Organization Cross tabulation
Source: Researcher’s Compilation
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The above table and graph show the cross tabulation figures reflecting the impact of role
stagnation as a factor effecting job stress of the respondents. The overview of the figures indicate
that majority of respondents (621 out of 1251) disagree with the above factor. The company
specific data reveal that maximum respondents who disagree are from Infosys (167).
4.2.b.x. Company wise self initiation The data given below explains the level of initiation taken by the respondents in performing their
role at work place and the role isolation faced by them.
Table 4.37 Self initiation * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Self initiation
strongly disagree 27 29 14 10 80
disagree 204 213 227 196 840
undecided 30 26 17 34 107
agree 36 47 51 52 186
strongly agree 12 11 6 9 38 Total 309 326 315 301 1251
Graph 4.27 Self initiation * Organization Cross tabulation
Source: Researcher’s Compilation
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The above data show the cross tabulation figures reflecting the impact of self initiation as a
factor effecting job stress of the respondents. The overview of the figures indicate that majority
of respondents (840 out of 1251) disagree with the above factor. The company specific data
reveal that maximum respondents who disagree are from TCS (227) and minimum from Wipro
(196).
4.2.c. Personality variables
The scaled questions from nineteenth to thirty two in the questionnaire represent the personality
variables which indicate self concept and locus of control influencing the stress levels of the
employees. The following tables and graphs project various personality variables taken for the
study.
4.2.c.i. Company wise personal integrity
The data below indicates the personal integrity of the respondents in performing the job. The
data is enumerated company wise.
Table 4.38 Personal integrity * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Personal integrity
strongly disagree 19 14 6 11 50
disagree 86 73 88 86 333
undecided 36 29 19 17 101
agree 108 159 166 148 581
strongly agree 60 51 36 39 186 Total 309 326 315 301 1251
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Graph 4.28 Personal integrity * Organization Cross tabulation
Source: Researcher’s Compilation The above table and graph gives the cross tabulation showing the impact of personal integrity on
the stress levels of the respondents. The majority of the respondents agree with the factor
representing 581 out of total sample of 1251 respondents. To be company specific, TCS (166)
represents the maximum who agree
4.2.c.ii. Company wise self confidence The data provides the level of confidence in employees towards his job performance against
others.
Table 4.39 Self confidence * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Self confidence
strongly disagree 25 13 4 8 50
disagree 108 106 104 104 422
undecided 28 22 24 16 90
agree 98 159 159 146 562
strongly agree 50 26 24 27 127 Total 309 326 315 301 1251
Graph 4.29 Self confidence * Organization Cross tabulation
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Source: Researcher’s Compilation
The above table and graph gives cross tabulation showing the impact of self confidence on the
stress levels of the respondents. The majority of the respondents agree with the factor
representing 562 out of total sample of 1251 respondents. To be company specific, Genpact and
TCS (159) represents the maximum who agree.
4.2.c.iii. Company wise timely action
The following company wise data reveals the timely decision making capacity of the
respondents.
Table 4.40 Timely action * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Timely action
strongly disagree 18 26 9 5 58
disagree 140 133 144 137 554
undecided 25 18 21 23 87
agree 104 136 111 119 470
strongly agree 22 13 30 17 82 Total 309 326 315 301 1251
Graph 4.30 Timely action * Organization Cross tabulation
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Source: Researcher’s Compilation
The above table and graph provides cross tabulation showing the impact of timely action or
decision making capacity of the respondents in performing work and its impact over job stress.
The majority of the respondents disagree with the factor representing 554 out of total sample of
1251 respondents. To be company specific, TCS (144) represents the maximum who disagree.
4.2. c.iv. Company wise confidence levels
The data given below represents the state of feeling frustrated and loss of confidence by the
employee while performing his job.
Table 4.41 Losing confidence * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Losing confidence
strongly disagree 39 19 14 12 84
disagree 150 196 195 196 737
undecided 54 27 22 14 117
agree 58 69 75 70 272
strongly agree 8 15 9 9 41 Total 309 326 315 301 1251
Graph 4.31 Losing confidence * Organization Cross tabulation
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Source: Researcher’s Compilation
The above table and graph gives cross tabulation showing the impact of losing confidence on the
stress levels of the respondents. The majority of the respondents disagree with the factor
representing 737 out of total sample of 1251 respondents. To be company specific, Genpact and
Wipro (196) represents the maximum who disagree.
4.2.c.v. Company wise lack of encouragement The following data indicates the levels of lack in encouragement by the company and the
respondents blamed or punished for petty issues at job.
Table 4.42 Lack of encouragement * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Lack of encouragement
strongly disagree 20 26 20 14 80
disagree 194 195 207 208 804
undecided 44 35 24 20 123
agree 45 59 54 50 208
strongly agree 6 11 10 9 36 Total 309 326 315 301 1251
Graph 4.32 Lack of encouragement * Organization Cross tabulation
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Source: Researcher’s Compilation
The above table and graph gives cross tabulation showing the impact of lack of encouragement
on the stress levels of the respondents. The majority of the respondents disagree with the factor
representing 804 out of total sample of 1251 respondents. To be company specific, Wipro (208)
represents the maximum who disagree.
4.2.c.vi. Company wise escapism nature The company wise data shows respondents attitude of escaping from his job responsibilities by
indulging in false excuses to get out of things.
Table 4.43 Escapism * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Escapism strongly disagree 22 25 30 28 105
disagree 227 233 217 196 873
undecided 21 17 23 30 91
agree 31 43 38 39 151
strongly agree 8 8 7 8 31 Total 309 326 315 301 1251
Graph.4.33 Escapism * Organization Cross tabulation
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Source: Researcher’s Compilation
The above table and graph gives cross tabulation showing the impact of escapism as a
personality variable on the stress levels of the respondents. The majority of the respondents
disagree with the factor representing 873 out of total sample of 1251 respondents. To be
company specific, Genpact (233) represents the maximum who disagree.
4.2.c.vi. Company wise rising to expectations The data unveils company wise analysis of the employees capacities to meet the expectations of
job demands during job performance.
Table.4.44 Rising to expectations * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Rising to expectations
strongly disagree 20 17 15 10 62
disagree 173 158 139 158 628
undecided 16 16 27 10 69
agree 76 115 116 108 415
strongly agree 24 20 18 15 77 Total 309 326 315 301 1251
Graph.4.34 Rising to expectations * Organization Cross tabulation
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Source: Researcher’s Compilation
The above table and graph gives cross tabulation showing the impact of personality variable of
rising to expectation at job place on the stress levels of the respondents. The majority of the
respondents disagree with the factor representing 628 out of total sample of 1251 respondents.
To be company specific, Infosys (173) represents the maximum who disagree.
4.2.c.vii. Company wise self depression
The given data explains the self depression of the respondents, feeling loneliness and craving for
sharing their feelings with others.
Table 4.45 Self depression * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Self depression strongly disagree 18 15 13 12 58
disagree 193 190 187 159 729
undecided 16 10 13 28 67
agree 73 90 88 92 343
strongly agree 9 21 14 10 54 Total 309 326 315 301 1251
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Graph 4.35 Self depression * Organization Cross tabulation
Source: Researcher’s Compilation The above table and graph gives cross tabulation showing the impact of depression on the stress
levels of the respondents. The majority of the respondents disagree with the factor representing
729 out of total sample of 1251 respondents. To be company specific, Infosys (193) represents
the maximum who disagree.
4.2.c.viii. Company wise attitude of blaming others
The data explores the make shift attitude of the respondents by blaming others for their
responsibility in their job.
Table 4.46 Blaming others * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Blaming others
strongly disagree 35 13 16 15 79
disagree 189 244 229 216 878
undecided 44 16 21 20 101
agree 35 48 43 42 168
strongly agree 6 5 6 8 25 Total 309 326 315 301 1251
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Graph 4.36 Blaming others * Organization Cross tabulation
Source: Researcher’s Compilation
The above table and graph gives cross tabulation showing the impact on the stress levels of the
respondents for blaming others for their job responsibilities. The majority of the respondents
disagree with the factor representing 878 out of total sample of 1251 respondents. To be
company specific, Genpact (244) represents the maximum who disagree.
4.2.c.ix. Company wise innovative skills
The data highlights the innovative skills of the respondents and their attitude of experimenting
with new methods. Figures are presented company wise.
Table 4.47 Innovation * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Innovation strongly disagree 41 52 15 6 114
disagree 191 186 239 226 842
undecided 41 32 6 24 103
agree 26 46 45 38 155
strongly agree 10 10 10 7 37 Total 309 326 315 301 1251
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Graph 4.37 Innovation * Organization Cross tabulation
Source: Researcher’s Compilation
The above table and graph gives cross tabulation showing the impact of personality variable of
innovation on the stress levels of the respondents. The majority of the respondents disagree with
the factor representing 842 out of total sample of 1251 respondents. To be company specific,
TCS (239) represents the maximum who disagree.
4.2.c.x. Company wise confidence planning
The figures evince the confidence of planning by the respondents in achieving their job goals and
fulfillment of their duties.
Table 4.48 Confident planning * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Confident planning
strongly disagree 20 17 15 7 59
disagree 113 117 117 112 459
undecided 47 28 21 31 127
agree 102 149 125 133 509
strongly agree 27 15 37 18 97 Total 309 326 315 301 1251
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Graph 4.38 Confident planning * Organization Cross tabulation
Source: Researcher’s Compilation
The above table and graph gives cross tabulation showing the impact of confident planning on
the stress levels of the respondents. The majority of the respondents agree with the factor
representing 509 out of total sample of 1251 respondents. To be company specific, Genpact
(149) represents the maximum who agree.
4.2.c.xi. Company wise feeling of external influences
The data below exposes the impact of external influences by the respondents in their day to day
job activities.
Table 4.49 External influences * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
External influences
strongly disagree 23 23 28 11 85
disagree 193 206 202 206 807
undecided 37 19 16 9 81
agree 44 70 64 63 241
strongly agree 12 8 5 12 37 Total 309 326 315 301 1251
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Graph 4.39 External influences * Organization Cross tabulation
Source: Researcher’s Compilation
The above table and graph gives cross tabulation showing the impact of external influences on
the stress levels of the respondents. The majority of the respondents disagree with the factor
representing 807 out of total sample of 1251 respondents. To be company specific, Genpact and
Wipro (206) represents the maximum who disagree.
4.2.c.xii. Company wise data on circumstantial decisions
The below data exhibits the company wise nature of decision making capabilities of the
respondents in discharge of their duties
Table 4.50 Circumstantial decisions * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Circumstantial decisions
strongly disagree 13 9 11 14 47
disagree 157 172 158 156 643
undecided 34 22 20 17 93
agree 84 110 112 105 411
strongly agree 21 13 14 9 57 Total 309 326 315 301 1251
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Graph 4.40 Circumstantial decisions * Organization Cross tabulation
Source: Researcher’s Compilation
The above table and graph gives cross tabulation enumerating the value of timely decisions in
accordance with the existing circumstances and its impact on the stress levels of the respondents.
The majority of the respondents disagree with the factor representing 643 out of total sample of
1251 respondents. To be company specific, Genpact (172) represents the maximum who
disagree.
4.2.c.xiii. Company wise over all job stress
The data unveils the overall job stress by the respondents of the select BPO companies.
Table 4.51 Overall Job stress * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Overall Job stress
strongly disagree 13 22 9 5 49
disagree 187 167 182 179 715
undecided 23 21 19 9 72
agree 69 103 95 96 363
strongly agree 17 13 10 12 52 Total 309 326 315 301 1251
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Graph 4.41 Overall Job stress * Organization Cross tabulation
Source: Researcher’s Compilation The above table and graph gives cross tabulation showing the impact of overall job stress levels
of the respondents due to work place nature. The majority of the respondents disagree with the
factor representing 715 out of total sample of 1251 respondents. To be company specific, Infosys
(187) represents the maximum who disagree.
4.2.d. Coping strategies
The scaled questions from thirty three to forty two in the questionnaire represent the coping
strategies adopted by the respondents. This evokes specific interest for the study and further
introspection among future generations to overcome work place stress in BPO workforce. The
following tables and graphs project various coping strategies adopted by the respondents taken
for the study.
4.2.d.i. Company wise physical exercise
The following data provides us the company wise respondents opinion on regular physical
exercise to overcome stress.
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Table 4.52 Exercise * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Exercise strongly disagree 14 8 8 16 46
disagree 127 92 113 111 443
undecided 23 45 27 5 100
agree 96 160 133 130 519
strongly agree 49 21 34 39 143 Total 309 326 315 301 1251
Graph 4.42Exercise * Organization Cross tabulation
Source: Researcher’s Compilation
The above table and graph represent the coping strategies cross tabulation of the respondents.
The physical exercises as a coping strategy was agreed by majority of the respondents
representing 519 out of the total sample of 1251 respondents. The company wise maximum
respondents who agree are from Genpact (160).
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4.2.d.ii. Company wise mediation & yoga
The data provides us a picture of respondents opinion on practicing yoga and meditation as a
better way of coping with stress.
Table 4.53 Meditation & yoga * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Meditation & yoga
strongly disagree 24 16 8 16 64
disagree 143 149 173 166 631
undecided 59 48 30 22 159
agree 65 96 92 86 339
strongly agree 18 17 12 11 58 Total 309 326 315 301 1251
Graph 4.43 Meditation & yoga * Organization Cross tabulation
Source: Researcher’s Compilation The above table and graph represent the coping strategies cross tabulation of the respondents.
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The meditation and yoga as a coping strategy was disagreed by majority of the respondents
representing 631 out of the total sample of 1251 respondents. The company wise maximum
respondents who disagree are from TCS (173).
4.2.d.iii. Company wise listening music by the respondents
The data explains the respondents’ views of the select companies towards listening music as a
coping strategy in overcoming stress.
Table 4.54 Music * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Music strongly disagree 25 20 23 7 75
disagree 194 228 193 221 836
undecided 47 32 36 11 126
agree 31 37 53 50 171
strongly agree 12 9 10 12 43 Total 309 326 315 301 1251
Graph 4.44 Music * Organization Cross tabulation
Source: Researcher’s Compilation The above table and graph represent the coping strategies cross tabulation of the respondents.
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The music as a coping strategy was disagreed by majority of the respondents representing 836
out of the total sample of 1251 respondents. The company wise maximum respondents who
disagree are from Genpact (228).
4.2.d.iv. Company wise healthy diet by the respondents The importance of following healthy dietary practices in overcoming the work stress by the
respondents is furnished company wise.
Table 4.55 Healthy diet * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Healthy diet
strongly disagree 28 18 7 10 63
disagree 32 132 141 136 441
undecided 128 24 15 17 184
agree 100 139 139 101 479
strongly agree 21 13 13 37 84 Total 309 326 315 301 1251
Graph 4.45 Healthy diet * Organization Cross tabulation
Source: Researcher’s Compilation The above table and graph represent the coping strategies cross tabulation of the respondents.
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The healthy dietary habits as a coping strategy were agreed by majority of the respondents
representing 479out of the total sample of 1251 respondents. The company wise maximum
respondents who agree are from Genpact (139) and TCS (139).
4.2.d.v. Company wise proper sleep and rest The data below explains the importance of proper sleep and sufficient rest by the respondents of
select companies to overcome stress.
Table 4.56 Proper sleep and rest * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Proper sleep and rest
strongly disagree 23 13 10 8 54
disagree 100 92 101 92 385
undecided 23 18 10 15 66
agree 119 167 156 154 596
strongly agree 44 36 38 32 150 Total 309 326 315 301 1251
Graph 4.46 Proper sleep and rest * Organization Cross tabulation
Source: Researcher’s Compilation
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The above table and graph represent the coping strategies cross tabulation of the respondents.
The proper sleep and rest as a coping strategy was agreed by majority of the respondents
representing 596 out of the total sample of 1251 respondents. The company wise maximum
respondents who agree are from Genpact (167) and followed by TCS (156).
4.2.d.vi. Company wise prioritization and planning The following data explores the utilization of the vital management technique of prioritization
and proper planning as one of the coping strategy of stress at work place.
Table 4.57 Prioritization and planning * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Prioritization and planning
strongly disagree 13 17 8 16 54
disagree 126 85 117 97 425
undecided 21 34 10 13 78
agree 106 153 144 133 536
strongly agree 43 37 36 42 158 Total 309 326 315 301 1251
Graph 4.47 Prioritization and planning * Organization Cross tabulation
Source: Researcher’s Compilation
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The above table and graph represent the coping strategies cross tabulation of the respondents.
The prioritization and planning as a coping strategy was agreed by majority of the respondents
representing 536 out of the total sample of 1251 respondents. The company wise maximum
respondents who agree are from Genpact (153).
4.2.d.vii. Company wise social activities The company wise data extract from the respondents explains the possibility of blending social
activities with regular work to reduce stress levels.
Table 4.58 Social activities * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Social activities
strongly disagree 26 20 16 9 71
disagree 139 145 160 154 598
undecided 35 39 18 28 120
agree 93 107 107 98 405
strongly agree 16 15 14 12 57 Total 309 326 315 301 1251
Graph 4.48 Social activities * Organization Cross tabulation
Source: Researcher’s Compilation
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The above table and graph represent the coping strategies cross tabulation of the respondents.
The social activities as a coping strategy were disagreed by majority of the respondents
representing 598 out of the total sample of 1251 respondents. The company wise maximum
respondents who disagree are from TCS (160).
4.2.d.viii. Company wise on transport facility
The company wise data provides us an important view of the respondents on transportation
facility provided by the organization, which plays an important role in relieving stress.
Table 4.59 Transportation * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Transportation
strongly disagree 21 13 25 29 88
disagree 120 84 81 39 324
undecided 39 65 58 45 207
agree 111 143 115 154 523
strongly agree 18 21 36 34 109 Total 309 326 315 301 1251
Graph 4.49Transportation * Organization Cross tabulation
Source: Researcher’s Compilation
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The above table and graph represent the coping strategies cross tabulation of the respondents.
The transportation facility by the company as a coping strategy was agreed by majority of the
respondents representing 523 out of the total sample of 1251 respondents. The company wise
maximum respondents who agree are from Wipro (154).
4.2.d.ix. Company wise recreational activities
The following figures show the extent of recreational activities as one of the coping strategies in
relieving the stress of an employee.
Table 4.60 Recreational activities * Organization Cross tabulation
Organization
Total Infosys Genpact TCS Wipro
Recreational activities
strongly disagree 16 29 26 4 75
disagree 167 143 146 160 616
undecided 25 21 15 19 80
agree 84 107 117 103 411
strongly agree 17 26 11 15 69 Total 309 326 315 301 1251
Graph 4.50 Recreational activities * Organization Cross tabulation
Source: Researcher’s Compilation
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The above table and graph represent the coping strategies cross tabulation of the respondents.
The recreational activities as a coping strategy were disagreed by majority of the respondents
representing 616 out of the total sample of 1251 respondents. The company wise maximum
respondents who disagree are from Infosys (167).
4.2.d.x. Company wise Employee Assistance Programs The data below provides with company wise information regarding the EAPs organized by the
organizations and the extent of their use in relieving stress of the respondents.
Table 4.61 Employee Assistance Programs (EAPs) * Organization Cross tabulation Organization
Total Infosys Genpact TCS Wipro
Employee Assistance Programs (EAPs)
strongly disagree 42 23 26 25 116
disagree 180 238 208 218 844
undecided 48 8 29 10 95
agree 34 44 42 39 159
strongly agree 5 13 10 9 37 Total 309 326 315 301 1251
Graph 4.51 Employee Assistance Programs (EAPs) * Organization Cross tabulation
Source: Researcher’s Compilation The above table and graph represent the coping strategies cross tabulation of the respondents.
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The Employee Assistance Programs (EAPs) by the organization as a coping strategy was
disagreed by majority of the respondents representing 844 out of the total sample of 1251
respondents. The company wise maximum respondents who disagree are from Genpact (238).
4.3. TESTING OF HYPOTHESES
Hypothesis testing means, subjecting a hypothesis to an appropriate empirical scrutiny and test
statistically to determine the validity or model fit. There are two approaches to hypothesis
testing. They are; Classical approach and Bayesian approach. The classical approach is an
established one and is widely used in research. In this approach, decision making/acceptance of
hypothesis rests totally on the analysis of sampling data. A Hypothesis is set and tested with the
gathered data. The Bayesian approach is based on the use of sample data but it goes beyond them
taking into consideration all other available information for making decisions/testing hypothesis.
The present research considers Classical approach for hypothesis testing. For testing of
formulated hypotheses, Descriptive Analysis, Correlation, Regression, and ANOVA techniques
are used. The Null hypotheses and alternate hypotheses as mentioned in the research
methodology are presented hereunder.
Ho1: There is no significant relationship between the demographic factors and the stress levels of
the call centre employees.
H1: There is a significant relationship between the demographic factors and the stress levels of
the call centre employees.
Ho2: There is no significant relationship between the personal factors and stress levels of call
centre employees.
H2: There is a significant relationship between the personal factors and stress levels of call
centre employees.
Ho3: There is no significant relationship between the organizational role stress and its impact on
stress levels of call centre employees.
H3: There is a significant relationship between the organizational role stress and its impact on
stress levels of call centre employees.
Ho4: There is no significant relationship between the personality variables and their impact on
stress levels of the call centre employees.
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H4: There is a significant relationship between the personality variables and their impact on
stress levels of the call centre employees.
Ho5: There is no significant difference in stress levels of call centre employees among different
companies of select BPOs.
H5: There is a significant difference in stress levels of call centre employees among different
companies of select BPOs.
4.4 RELIABILITY AND VALIDITY OF ANALYSIS
Systematic development of the questionnaire for data collection is of vital importance in
reducing the measurement errors that might arise from the content of questionnaire. Reliability of
the findings and validity of the research is important for any research study. Cronbach alpha is
one of the most commonly reported reliability estimates in the management of literature. A
Cronbach alpha estimate symbolized by the lower case Greek letter, calculates the proportion of
variance in the test scores that can be attributed to true score variance. Widely used for
instruments that use the Likert scale, it measures the internal consistency. A reliability
coefficient of .70 or higher is considered acceptable reliability, which has been detailed below.
George and Mallery (2003) provided the following rules of thumb for reliability analysis based
on the value of Cronbach’s Alpha.
“� .9 – Excellent, � .8 – Good, � .7 – Acceptable, � .6 – Questionable, � .5 – Poor, and � .5 –
Unacceptable”
The table below indicates the Chrobach alpha computed for the reliability of the scaled questions
of the study.
Table 4.62. Case Processing Summary N %
Cases Valid 1251 100 Excludeda 0 0
Total 1251 100
a. List wise deletion based on all variables in the procedure.
Source: SPSS compilation
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Table 4.63 Reliability Statistics
Cronbach's Alpha Cronbach's Alpha Based on
Standardized Items N of Items
.968 .967 42
Source: SPSS compilation
The value of Cronbach’s Alpha indicates the reliability of the study and thus validity of the
analysis. The findings of the study indicate that the questionnaire has a high degree of internal
consistency. The coefficient of more than 0.7 is determined to be reliable. The present study has
a value of 0.968 which indicates a high degree of reliability and thus ensures that the findings are
valid.
Descriptive Analysis
The various factors for the study considering the independent variables like demographic factor,
personal factors, role factors, personality variables and coping strategies were compared with the
dependent variable – overall job stress of the call centre employees of select BPOs. To
understand the relationship between these variables the table given below explains the mean and
standard deviation of the sample taken for the study.
Table 4.64 Descriptive Statistics of dependent and independent variables
Mean Std. Deviation N Overall Job stress 2.72 1.053 1251
Demographic factor 18.9153 2.19327 1251
Life events 22.24 6.437 1251
Role factor 25.9656 6.39146 1251
Personality variables 38.2774 6.95912 1251
Coping strategies 29.20 4.417 1251
Source: SPSS compilation
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The above table shows the mean and standard deviation of the various factors for the total
sample of 1251 respondents. It explains, the deviations are very less in case of the dependent
variable i.e. overall job stress (1.053) when compared with that of other independent variables.
This show the significance of the null hypothesis and alternate hypothesis proposed for the study.
The relationship between various variables has been set to test the hypothesis. The independent
variables like demographic factors, life events or personal factors, role or organizational factors,
personality variables and coping strategies have been compared with the stress levels of the
employees of the select BPO companies under study.
Hypothesis I
The first hypothesis for the research has been done by studying the relationship between the
demographic factors and the overall job stress of the call centre employees of the select BPOs.
The hypothesis was given as below.
Ho1: There is no significant relationship between the demographic factors and the stress levels of
the call centre employees.
H1: There is a significant relationship between the demographic factors and the stress levels of
the call centre employees.
The above hypothesis has been tested for significance with the help of the descriptive analysis
and correlation analysis between the two variables i.e., demographic factors and overall job
stress of the respondent. The descriptive analysis gives the mean and standard deviations of the
various demographic factors taken for the study and the overall job stress factor, which has been
given in the table below.
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Table 4.65. Descriptive Statistics of demographic factors
Mean Std. Deviation N
Overall Job stress 2.72 1.053 1251
Age in years 1.57 .712 1251
Gender 1.18 .383 1251
Educational qualification 2.34 .612 1251
Marital status 1.68 .467 1251
Do you have children? 1.74 .440 1251
Occupational level 1.21 .603 1251
Annual income (INR) 2.74 .666 1251
Present shift 1.34 .474 1251
Organization 2.49 1.107 1251
Experience in years 2.62 .790 1251
Source: Researcher’s Compilation
The above table reveals that there is no much difference in the means and standard deviations of
the demographic variables and the overall job stress factor of the respondents. It is observed that
except organization, all the other demographic factors have very less variation in their responses
for the total sample of 1251 respondents.
Secondly, the above hypothesis is tested by using the correlation analysis between the
demographic variables and the overall job stress of the respondents. Correlation is a technique
for investigating the relationship between two quantitative and continuous variables. Correlation
is the degree or extent of the relationship between two variables - independent and dependent
variables. The relationship between any two variables taken at a time can be explained through
correlation coefficient.
Karl Pearson Correlation Coefficient is taken for the establishment of relationship between the
demographic variables and overall job stress of the respondents. The range of correlation
coefficients is between +1 and -1. Correlation coefficients with a positive sign(+) indicate a
positive relationship and with a negative sign(-) indicate a negative relationship between the
variables. The demographic variables considered for the research are Age, Gender, Educational
qualifications, Marital Status, Children, Occupational level, Annual income, Present work shift,
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Organization and Experience in the organization. The results of correlation tests are presented in
the tables given below. The calculations are done through SPSS module.
Table 4.66. Correlation coefficients of demographic factors
Age in
years Gend
er
Educational
qualification
Marital
status
Do you have children?
Occupational level
Annual
income
(INR)
Present
shift
Organizati
on
Experience in years
Overall Job stress
Age in years
Pearson Correlation
1 -.209*
*
.727** -.791*
*
-.762*
*
.384** .594*
* -
.434*
*
.076*
* .782** .678**
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000 .007 .000 .000
N 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 Gender Pearson
Correlation
-.209*
*
1 -.490** .181*
* .134*
* .035 -
.458*
*
.581*
* -
.105*
*
-.333** -.225**
Sig. (2-tailed)
.000 .000 .000 .000 .212 .000 .000 .000 .000 .000
N 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251
Educational qualification
Pearson Correlation
.727*
* -
.490*
*
1 -.600*
*
-.549*
*
.129** .630*
* -
.584*
*
.018 .702** .635**
Sig. (2-tailed)
.000 .000 .000 .000 .000 .000 .000 .531 .000 .000
N 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 Marital status
Pearson Correlation
-.791*
*
.181*
* -.600** 1 .862*
* -
.349** -
.526*
*
.364*
* -
.078*
*
-.668** -.656**
Sig. (2-tailed)
.000 .000 .000 .000 .000 .000 .000 .006 .000 .000
N 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 Do you have children?
Pearson Correlation
-.762*
*
.134*
* -.549** .862*
* 1 -
.283** -
.472*
*
.328*
* -
.081*
*
-.604** -.580**
Sig. (2-tailed)
.000 .000 .000 .000 .000 .000 .000 .004 .000 .000
N 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251
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Occupational level
Pearson Correlation
.384*
* .035 .129** -
.349*
*
-.283*
*
1 .490*
* -.036 -.006 .589** .184**
Sig. (2-tailed)
.000 .212 .000 .000 .000 .000 .208 .835 .000 .000
N 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 Annual income (INR)
Pearson Correlation
.594*
* -
.458*
*
.630** -.526*
*
-.472*
*
.490** 1 -.696*
*
-.038 .801** .466**
Sig. (2-tailed)
.000 .000 .000 .000 .000 .000 .000 .174 .000 .000
N 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 Present shift
Pearson Correlation
-.434*
*
.581*
* -.584** .364*
* .328*
* -.036 -
.696*
*
1 .060* -.513** -.391**
Sig. (2-tailed)
.000 .000 .000 .000 .000 .208 .000 .033 .000 .000
N 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 Organization
Pearson Correlation
.076*
* -
.105*
*
.018 -.078*
*
-.081*
*
-.006 -.038 .060* 1 -.072* .038
Sig. (2-tailed)
.007 .000 .531 .006 .004 .835 .174 .033 .010 .181
N 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 Experience in years
Pearson Correlation
.782*
* -
.333*
*
.702** -.668*
*
-.604*
*
.589** .801*
* -
.513*
*
-.072*
1 .589**
Sig. (2-tailed)
.000 .000 .000 .000 .000 .000 .000 .000 .010 .000
N 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 Overall Job stress
Pearson Correlation
.678*
* -
.225*
*
.635** -.656*
*
-.580*
*
.184** .466*
* -
.391*
*
.038 .589** 1
Sig. (2-tailed)
.000 .000 .000 .000 .000 .000 .000 .000 .181 .000
N 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 1251 **. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed). Source: Researcher’s Compilation
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The correlation indicates that age, educational qualifications, occupational levels, annual income,
organization in which they work and experience are positively correlated with the overall job
stress while gender, marital status, having children and present work shifts in the organization
does not have much influence on the overall job stress indicated by a negative correlation.
However, the values of correlation coefficient if nearer to +1 or -1 are considered to have
significant relationship. Here, age is having 0.678 correlation coefficient with overall job stress,
gender is having -0.225, educational qualification is having 0.635, marital status is having -
0.656, having children is -0.580, occupational level is having 0.184, annual income is having
0.466, present shift is having -0.391, organization is having 0.038 and experience in the
organization is having a positive correlation of 0.589 with overall job stress. Further the
significance levels are tested with two tailed significance test. All the results which are indicated
with * mark shall be considered significant if the values are equal to or greater than 0.01.
Alternatively, the factors which are indicated by ** mark are considered significant if the values
are equal to or greater than 0.05. Hence all the factors age, educational qualification,
occupational level, annual income, experience in years, except organization have a significant
positive correlation with overall job stress and the factors like gender, marital status, having
children and present working shift of the respondent have a significant negative correlation. So it
can be said that some of the demographic factors are having significant correlation with overall
job stress, therefore the hypothesis can be partially accepted.
Hypothesis II
The second hypothesis for the study gives the relationship between the life events or personal
factors and the overall job stress of the call centre employees with reference to select BPO
organizations. The hypothesis set is given below.
Ho2: There is no significant relationship between the personal factors and stress levels of call
centre employees.
H2: There is a significant relationship between the personal factors and stress levels of call
centre employees.
The above hypothesis has been tested with the help of descriptive analysis and correlation
coefficient between the personal factors and the overall job stress of call centre employees.
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Table 4.67 Descriptive Statistics of personal factors
Mean Std.
Deviation N Impact on health or behavior 2.54 1.046 1251
Change in Financial status 2.67 1.110 1251
Major change in responsibilities at work 3.10 1.173 1251
Impact on living conditions and social status 2.71 1.103 1251
Stressed due to long hours of work 2.85 1.097 1251 Disturbance in schedule of rest or recreation 2.78 1.136 1251
Change in sleeping habits 2.85 1.129 1251
Change in eating habits 2.74 1.133 1251 Source: Researcher’s Compilation
The table 4.67 above indicates the descriptive statistics of various personal factors taken for the
study. It is observed that the mean of the life event major changes in responsibilities at work
(mean= 3.10), is maximum when compared with the other personal factors and the standard
deviation of the life event impact on health or behavior due to job (S.D=1.046), is the minimum
when compared with the other factors. Further it indicates all the personal factors are
consistently varying with almost similar averages.
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Table 4.68 Correlation between personal factors and overall job stress
Overall Job stress Personal factors
Overall Job stress
Pearson Correlation 1 .657** Sig. (2-tailed) .000 N 1251 1251
Personal factors
Pearson Correlation .657** 1 Sig. (2-tailed) .000
1251 1251 **. Correlation is significant at the 0.01 level (2-tailed). Source: Researcher’s Compilation
The table 4.68, above indicate the Pearsons correlation between the overall job stress and the
personal factors of the call centre employees of the select BPOs. It is observed that there is a
significant positive correlation between the overall job stress and the personal factors (r=.657,
p=.000) of call centre employees. So it can be said that the personal factors are having positive
correlation with the overall job stress, hence the alternative hypothesis can be accepted.
Hypothesis III The third hypothesis for the study gives the relationship between the role factor or the
organization role factors and the overall job stress of the call centre employees with reference to
select BPO organizations. The hypothesis set is given below.
Ho3: There is no significant relationship between the organizational role stress and its impact on
stress levels of call centre employees.
H3: There is a significant relationship between the organizational role stress and its impact on
stress levels of call centre employees.
The table given below reveals the descriptive statistics of the various organizational role factors
taken for the study.
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Table 4.69 Descriptive Statistics of role factors
N Minimum Maximum Mean
Std. Deviation
Lack of skill acquirements
1251 1 5 2.43 .962
Work over load 1251 1 5 2.78 1.093 Unwilling attitude towards work
1251 1 5 2.54 1.022
Inter role distance 1251 1 5 2.44 .967 Job dissatisfaction 1251 1 5 2.54 1.013 Role interaction 1251 1 5 2.71 1.116 Lack of time for family due to role
1251 1 5 2.71 1.074
Absence of facilities at work place
1251 1 5 2.56 1.061
Role stagnation 1251 1 5 2.74 1.093 Self initiation 1251 1 5 2.40 .909
Source: Researcher’s Compilation
Table 4.69.a Descriptive Statistics of overall job stress and
role factors
Mean Std.
Deviation N Overall Job stress 2.72 1.053 1251 Role factors 25.9656 6.39146 1251
Source: Researcher’s Compilation
The above tables reveal that there is not much difference in the mean and standard deviation of
the role factor variables taken for the study. Further it has been observed the work load role
factor having the highest mean of 2.78 in comparison with the other role factors and the standard
deviation of the self initiation variable is observed to be very low 0.909 in comparison with other
role factors. From this it shows that all the role factors are having almost same mean and
variance revealing the similar impact on each of them in respect to the overall job stress factor.
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The table 4.70, given under explains the Pearsons correlation coefficient between the overall job
stress of the call centre employees and the role factors of the employees, while performing their
jobs. It explains the correlation between the overall job stress of call centre employees and all the
organizational role factors taken together for the study.
Table 4.70 Correlation between role factors and overall job stress
Overall Job stress Role factors
Overall Job stress
Pearson Correlation 1 .578** Sig. (2-tailed) .000 N 1251 1251
Role factors Pearson Correlation .578** 1 Sig. (2-tailed) .000 N 1251 1251
**. Correlation is significant at the 0.01 level (2-tailed). Source: Researcher’s Compilation
From the above table, it infers that the role factors are having a positive correlation with the
overall job stress of an employee. To be more specific it reveals that the role factors (r=.578,
p=.000), are positively correlated with overall job stress factor at 0.01 level of significance. It
clarifies the fact that role factors are having positive correlation with the overall job stress of the
call centre employee; hence the alternative hypothesis can be accepted.
Hypothesis IV
The fourth hypothesis for the study gives the relationship between the personality variables like
self concept and locus of control on the overall job stress of the call centre employees with
reference to select BPO organizations. The hypothesis is given below.
Ho4: There is no significant relationship between the personality variables and their impact on
stress levels of the call centre employees.
H4: There is a significant relationship between the personality variables and their impact on
stress levels of the call centre employees.
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The tables given below explain the descriptive statistics of the personality variables individually
as well as collectively with the overall job stress. It shows that the mean and standard deviation
values are almost similar in variance. It further shows that the mean of the personality variable of
personal integrity (mean=3.41) is the highest and the variance in case of the blaming others (S.D.
= .848) is the least among all the variables. This makes it clear that almost all the factors of
personality variables like self concept and locus of control of an employee on the overall job
stress is synonymous.
Table 4.71 Descriptive Statistics of personality variables
N Minimum Maximum Mean Std.
Deviation Personal integrity 1251 1 5 3.41 1.144 Self confidence 1251� 1 5 3.22 1.138
Timely action 1251� 1 5 2.95 1.117
Losing confidence 1251� 1 5 2.55 .998
Lack of encouragement 1251� 1 5 2.45 .933
Escapism 1251� 1 5 2.30 .873
Rising to expectations 1251� 1 5 2.83 1.110
Self depression 1251� 1 5 2.67 1.051
Blaming others 1251� 1 5 2.34 .848
Innovation 1251� 1 5 2.32 .900
Confident planning 1251� 1 5 3.09 1.118
External influences 1251� 1 5 2.45 .954
Circumstantial decisions 1251� 1 5 2.83 1.068
Overall Job stress 1251� 1 5 2.71 1.046
Source: Researcher’s Compilation
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Table 4.72 Descriptive Statistics of overall job stress and personality variables
Mean Std. Deviation N
Overall Job stress 2.72 1.053 1251
Personality variables 38.2774 6.95912 1251
Source: Researcher’s Compilation
The following table 4.73, explains the correlation between the personality variables and the
overall job stress of the call centre employees of select BPOs.
Table 4.73 Correlation between the personality variables and the overall job stress
Overall Job stress Personality variables
Overall Job stress Pearson Correlation 1 .629** Sig. (2-tailed) .000 N 1251 1251
Personality variables
Pearson Correlation .629** 1 Sig. (2-tailed) .000 N 1251 1251
**. Correlation is significant at the 0.01 level (2-tailed). Source: Researcher’s Compilation
The above table shows that there is a positive correlation between the personality variables of an
individual and the overall job stress. To be more clear the personality variables (r=.629, p.000)
are having a positive correlation with the overall job stress factor of the call center employees.
Therefore, it is evident that there no significant difference between the personality variables and
overall job stress factor of the employee. Hence the alternative hypothesis can be accepted.
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Hypothesis V
The fifth hypothesis for the study gives the relationship between the overall job stress levels of
the call centre employees and the four companies of select BPOs. The hypothesis has been
evolved as explained below.
Ho5: There is no significant difference in stress levels of call centre employees among different
select BPOs.
H5: There is a significant difference in stress levels of call centre employees among different
select BPOs.
The table given below gives the descriptive statistics of the four companies together and the
overall job stress of the respondents taken for research.
Table 4.74 Descriptive Statistics of overall job stress and organizations
Mean Std. Deviation N
Overall job stress 2.72 1.053 1251
Organizations 2.49 1.107 1251
Source: Researcher’s Compilation
The table values indicate the overall mean and standard deviation of the four companies taken
for the study, and the overall stress factor of the employees are almost the nearest figures which
explains that there is no much difference in variations of the select BPOs employees stress levels.
Table 4.75 Correlation between organization and overall job stress
Overall Job stress Organization
Overall Job stress Pearson Correlation 1 .038
Sig. (2-tailed) .181
N 1251 1251
Organization Pearson Correlation .038 1
Sig. (2-tailed) .181
N 1251 1251 Source: Researcher’s Compilation
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The above table indicates that the correlation between the overall job stress and the organizations
taken for the study. It has been observed from the table that there is insignificant correlation
among the organizations and the overall job stress. It reveals that there is no significant
difference (r=.038, p=.181) in the overall job stress of the employees of the four companies taken
for the study. Hence the null hypothesis can be accepted.
Further, the ANOVA table given below will explain the overall job stress of the select BPOs
between the groups of the four companies for the study and among the groups within the
companies specified.
Table 4.76 ANOVA of overall job stress and organization
Sum of Squares
df Mean
Square F Sig.
Overall Job stress * Organization
Between Groups 2.842 3 .947 .854 .465
Within Groups 1383.462 1247 1.109
Total 1386.304 1250
Source: Researcher’s Compilation
The above analysis of variance i.e. ANOVA table, indicates the F values to be of insignificance.
The calculated value of different variables, whose value is more than 0.05 indicates that there, is
no significant difference among the companies. It is observed that the significance of all the
variable factors on overall job stress is 0.465, which is more than critical value and hence the
null hypothesis is accepted.
The above can be further made more clear through the report given below which explains the
overall job stress factor of the four organizations taken for the study, separately giving their size
of the sample(N), mean, standard deviation, minimum and maximum opinions of the respondents
regarding the overall job stress factor company wise.
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Table 4.77 Report on overall job stress company wise Overall job stress
Organization Mean N Std.
Deviation Minimum Maximum Infosys 2.64 309 1.046 strongly disagree strongly agree
Genpact 2.75 326 1.095 strongly disagree strongly agree
TCS 2.73 315 1.025 strongly disagree strongly agree
Wipro 2.77 301 1.044 strongly disagree strongly agree
Total 2.72 1251 1.053 strongly disagree strongly agree
Source: Researcher’s Compilation
From the above report it shows that there is no significant difference in the sample mean,
standard deviation, minimum and maximum of respondents’ opinion regarding the dependent
factor of overall job stress among the four select BPOs. This indicates that there is no significant
difference between the overall job stresses of the call centre employees of select BPOs. Hence
the null hypothesis is accepted.
Stress can be devastating under extreme conditions, it can be mitigated with effective
management and adopting proper coping strategies. The study has explored several strategic
techniques of coping stress and postulated most appropriate module of stress management. The
study thus, explains the correlation and regression between the dependent factor- overall job
stress and all the independent variables- demographic factors, life events, role factors,
personality variables and also the coping strategies taken for the research.
In this section, an attempt has been made to present the relationship among Demographic factors,
Life events, Role factor, Personality variables, Coping strategies and overall job stress of the call
centre employees. Thus, Pearson’s correlation co-efficient and regression analysis among the
study variables are computed as shown in the tables given below.
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Table 4.78 Correlations between overall job stress and all variable factors
Demographic factor
Life events
Role factor
Personality variables
Coping strategies
Overall Job
stress Demographic factor
Pearson Correlation 1 .446** .301** .402** .392** .441**
Sig. (2-tailed) 0 0 0 0 0 N 1251 1251 1251 1251 1251 1251
Life events Pearson Correlation .446** 1 .859** .733** .480** .657**
Sig. (2-tailed) 0 0 0 0 0 N 1251 1251 1251 1251 1251 1251
Role factor Pearson Correlation .301** .859** 1 .790** .522** .578**
Sig. (2-tailed) 0 0 0 0 0 N 1251 1251 1251 1251 1251 1251
Personality variables
Pearson Correlation .402** .733** .790** 1 .736** .629**
Sig. (2-tailed) 0 0 0 0 0 N 1251 1251 1251 1251 1251 1251
Coping strategies
Pearson Correlation .392** .480** .522** .736** 1 .351**
Sig. (2-tailed) 0 0 0 0 0 N 1251 1251 1251 1251 1251 1251
Overall Job stress
Pearson Correlation .441** .657** .578** .629** .351** 1
Sig. (2-tailed) 0 0 0 0 0 N 1251 1251 1251 1251 1251 1251
**. Correlation is significant at the 0.01 level (2-tailed). Source: Researcher’s Compilation
It is evident from the above table that all the variables are positively and significantly correlated
with each other indicating that the variables are concomitantly influencing each other in a
positive direction and also statistically, such relationships are significant.
To be more specific, we observe from the correlation co-efficient in the table below, it is clear to
note that all the variable factors influencing the call centre employees are positively and
significantly correlated with overall job stress factor. On further observation of the results from
the table, it is quite evident that role factor is the strongest positive correlation coefficient
(r=.657, p=.000), followed by personality variable (r=.629, p=.000), role factor (r=.578, p=.000),
demographic factor(r=.441, p=.000), and coping strategies with moderate correlation (r=.351,
p=.000). All these results have given a counter support to the null hypothesis on various factors
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of impact on the overall job stress of an employee. Thus, all the variable factors are positively
and significantly correlated with overall job stress factor.
In order to examine the influence of various independent factors of study on the dependent
factors of overall job stress, a multiple regression analysis approach is used (Cohen & Cohen,
1975). In this way, a predictive power of independent variables can be obtained for the
dependent variable.
Table 4.79 Coefficients a
Model
Unstandardied Coefficients
Standardized Coefficients
t Sig. B Std. Error Beta
1 (Constant) -1.247 .203 -6.141 .000
Demographic factor .085 .011 .177 7.643 .000
Personal factor .066 .007 .405 9.732 .000
Role factor -.019 .007 -.118 -2.639 .008
Personality variables .081 .006 .533 12.926 .000
Coping strategies -.058 .007 -.244 -8.218 .000
a. Dependent Variable: Overall Job stress Source: Researcher’s Compilation
Table 4.80 Model Summary b Regression Analysis
Model R R Square Adjusted R Square Std. Error of the
Estimate
1 .725a .526 .524 .726
a. Predictors: (Constant), coping strategies, demographic factor, role factor, personality variables, personal factor b. Dependent Variable: Overall Job stress
Source: Researcher’s Compilation
It is clear from the table 4.80 that all the variable factors in combination yielded a strong and
positive correlation coefficient (R=.725, p=.000), indicating a direct proportionality, as the
variable factors increase the overall job stress of an employees also increases.
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Further table 4.79 explains that all the independent variables yielded positive and significant beta
coefficients with the dependent variable called overall job stress. This further indicates that all
the independent variables are significant predictors of the overall job stress. To be specific, from
the table, it suggests that personality variables have a strongest coefficient of overall job stress
(beta=.533, p<.000), where as the life events yield the second strongest coefficient (beta=.405,
p<.000). In other words it could be said that as personality variable improves by one unit, .53
units of overall job stress could be significantly increased.
Further observation of the table shows that the coefficient of determination R Square is .526
which is statistically significant. This indicates that all the variable factors accounted for 52.6
percent of change in the overall job stress of the call centre employees in select BPOs. This gives
moderate evidence against the alternative hypothesis, hence null hypothesis is accepted.
The above conclusion can be further explained in a better way through diagrammatic
presentation which can be shown as follows. The graph of regressions standardized residual and
the regression standardized predicted values are given as below.
Graph 4.52 Regression Standardized Residual
Source: Researcher’s Compilation
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The above graphs 4.52 represents the regression standardized residual value which shows the
relation of all the variable factors taken for the study on overall job stress. Further the graph of
regression standardized residual gives the frequencies histogram of the overall job stress in
relation to all the variable factors taken for the study for the total sample size (1251), with the
mean value of 4.81 and the standard deviation of 0.988. The graph explains that the distribution
of frequencies to be almost representing the normal distribution curve.
Graph 4.53 Regression Standardized Predicted Value
Source: Researcher’s Compilation
Further the graph representing the scatter diagram of overall job stress in the regression
standardized predicted value, explains the concentration of the data taken for the study in the
graph 4.53. It has been observed that the data represents the relation of the dependent factor with
the independent factors taken for all the organizations under the study is evenly distributed and
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the impact of overall job stress of employees is observed to be same for all the call centre
employees for the total sample size of 1251.
Thus the correlation analysis and the regression analysis results presented in the two tables
provide a moderate support for the rejection of the null hypothesis relating to the relationships
between variable factors and the overall job stress. Therefore, it can be concluded that the overall
job stress depends strongly on the variable factors like demographic factors, life events, role
factors, personality variables and coping strategies of the call centre employees in select BPOs
taken for the research.
From the results derived, it can be concluded that the formulated hypothesis is accepted
indicating that all the factors are common to all the companies in creating stress and represent no
significant difference among the companies.
It may be concluded from the above analysis and interpretation of the five hypotheses that there
is a significant relationship between the dependent variable of overall job stress and the
independent variables like demographic factors, personal factors, role factors, personality
variables and coping strategies. Therefore it may be said that
1. Demographic variables are partially influencing the stress levels of call centre employees
of select companies of BPOs.
2. The various independent factors like personal factors, role factors and personality
variables of the call centre employees are significantly influencing the overall job stress
in the select BPOs.
3. The overall job stress factor in relation to the various variable factors taken for the study
shows an insignificant difference between the four BPO companies considered under the
research.
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