13 Chapter IV

CHAPTER 4
ANALYSIS AND INTERPRETATION
4.0 INTRODUCTION:
In the previous chapter, the research methodology employed by the

researcher to achieve the objectives of the study was discussed. The present
chapter deals with the analysis and interpretation of the data collected based on
the frame of reference of this thesis.
The main objective of the present study is to find out the socio-
psychological determinants of the quality of work-life of employees working in
the BPO industry in Hyderabad. As may be recalled, the present research has
thirteen objectives and twelve hypotheses to ascertain the socio-psychological
factors which contribute to the quality of work life of BPO employees.
As mentioned above, the present chapter deals with the analysis and
interpretation of the data. This was done in two sections; the first section of
analysis presents descriptive statistics of the respondents (n=500) in terms of
their demographic characteristics. The second section of analysis deals with
inferential statistics. This section comprises six different sub-sections. The first
sub-section presents the results of t test done to find out the significance of
difference between male and female employees, married and unmarried,
technical and non-technical employees with regard to the select socio-
psychological variables under study. The second sub-section presents the results
of ANOVA by using Duncan Multiple Range Test (DMRT). ANOVA is done to
find out the relation between demographic variables and quality of work-life of
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employees. The third subsection deals with chi-square analysis which tests the
association between demographic factors and quality of work-life of employees.
The fourth sub-section deals with Friedman test. This was done to find out the
significance of difference in the mean ranks of the employees with regard to the
socio-psychological factors of QWL. The fifth sub-section presents the results of
correlation (Pearson r) between socio-psychological variables and quality of
work-life variables, which is followed by regression analysis. The sixth sub-
section presents the results of the empirical analysis of the proposed conceptual
model using Structural Equation Modeling (SEM). The chapter concludes
establishing the significance of the model developed by the researcher which is
tested in the study.
SECTION 1
4.1 DESCRIPTIVE STATISTICS
As mentioned above, Section 1 deals with descriptive statistics of the 500

employees who participated in the survey. Descriptive statistics is the most basic
form of statistics and is used to describe the demographic characteristics of the
sample selected for the study.
4.1.1 Descriptive analysis of the sample
Percentage analysis is one of the statistical measures used to describe the

sample in terms of their demographic characteristics such as age, gender, marital
status, educational qualifications, department and designation, nature of the job,
monthly income, total work experience in years and number of years of work
experience in the present organization. Distribution of sample based on the
above mentioned demographic characteristics is given in the following tables.
233
Table 4.1.1.1
Age-wise distribution of sample
Age Group in years Frequency Percentage

Below 30 391 78.2
31-45 98 19.6
Above 45 11 2.2
Total 500 100.0
Table 4.1.1.1 shows that 78.2% of the BPO employees under study are
below 30 years of age, 19.6% are between 31 and 45 years of age and 2.2% of
the employees are above 45 years of age. As mentioned in Chapter 3, BPO
industry is a major employer of the young adults of India. It is also to be noted
that employees above the age of 45 years is only 2.2%.
Table 4.1.1.2
Gender-wise distribution of sample
Gender Frequency Percentage
Male 226 45.2
Female 274 54.8
Total 500 100.0
Table 4.1.1.2 shows that 45.2% of employees are male and 54.8%
are female. It is clear that BPO industry is a source of employment not only for
male professionals but also for female professionals of the country.
234
Table 4.1.1.3
Marital-status-wise distribution of the sample
Marital Status Frequency Percentage
Single 354 70.8
Married 146 29.2
Total 500 100.0
Table 4.1.1.3 shows that out of 500 employees studied, 70.8% of them are
unmarried and 29.2% of them are married. Since 78.2% of the employees are
under the age of 30 (Table 4.1.1.1.), chances are there that most of them are
unmarried.
Table 4.1.1.4
Educational qualification-wise distribution of the sample
Educational
Frequency Percentage
Qualification
Upto H.Sc 97 19.4
Under Graduate 264 52.8
Post Graduate 118 23.6
Others 21 4.2
Total 500 100.0
Table 4.1.1.4 shows that 19.4% are qualified up to H.Sc, 52.8 % are under
graduates, 23.6% are post graduates and 4.2% are others (other qualifications).
Out of 500 respondents, 264 (52.8%) are undergraduates. They might be from
different disciplines like Engineering, Arts, Science, Humanities, Commerce and
235
Management, specifically trained to work in the various functional departments
of BPOs.
Table 4.1. 1.5
Job nature-wise distribution of the sample
Nature of Job Frequency Percentage
Technical 131 26.2
Non Technical 369 73.8
Total 500 100.0
Table 4.1.1.7 shows that 131 (26.2%) are in technical jobs and 369
(73.8%) are in non-technical jobs. Employees doing technical jobs are generally
engineers, either degree holders or diploma holders. Those in non-technical jobs
are graduates or postgraduates from different streams like Arts, Science,
Commerce and Management.
Table 4.1.1.6
Income (salary)-wise distribution of the sample
Monthly
Income Frequency Percentage
Below 10,000 326 65.2
10,001-20,000 107 21.4
20,001-30,000 67 13.4
Total 500 100.0
Table 4.1.1.8 shows that 65.2% have income (monthly salary) below
Rs.10, 000, 21.4% have income between Rs.10, 001 and 20,000 and 13.4% have
236
income between Rs.20, 001 and 30,000. It is quite surprising to note that majority
of the employees who participated in this survey have income below Rs.10, 000
only, to live in a city like Hyderabad.
Table 4.1.1.7
Total work experience in years
Total work
experience in years
Below 2 275 55.0
2-6 139 27.8
Above 6 86 17.2
Total 500 100.0
From Table 4.1.1.9 it is clear that 55% of the employees have below 2
years of total work experience, 27.8% have 2-6 years of work experience and
17.2% have more than 6 years of total work experience. This distribution of
sample shows that most of the employees who participated in this survey are
youngsters with minimum experience.
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Table 4.1.1.8
Experience in the present organization
Experience in the
present
organization in
years
Below 2 316 63.2
2-6 124 24.8
Above 6 60 12.0
Total 500 100.0
Table 4.1.1.10 shows that 63.2% have below 2 years of experience in the
present organization, 24.8% have 2-6 years of experience in the present
organization and 12.0% have more than 6 years of experience in the present
organization. A look at the table reveals that out of 500 employees, 316 (63.2%)
have experience below 2 years, only 60 employees (12%) have experience above
six years. It is an indication of the alarming rate of attrition in the BPO sector.
Section 2
4.2 Inferential Statistics
Inferential statistics, unlike descriptive statistics, brings out inferences

about the phenomenon under study with regard to the selected sample. Various
methods like correlation, regression, ANOVA etc. are used by researchers to
draw inferences about the sample under study.
4.2.1 t test
In this subsection of analysis, t test is done. t test is used to find out the
significance of difference between means of two independent samples. The two
independent samples considered in this study are male (n=226) and female
238
(n=274), married (146) and unmarried (354) and technical (131) and non-
technical (369).
4.2.1.1 Testing of 1st hypothesis
Null Hypothesis: There is no significant difference between male and female

employees with respect to the dimensions of socio-
psychological factors of QWL.
To test the 1st hypothesis, there is no significant difference between male

and female employees with respect to the dimensions of socio-psychological
factors of QWL, the significance of difference between the mean scores of male
and female employees with respect to the seven socio-psychological variables
considered in the present study was found out. The results are summarized in
Table.4.2.1.1
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Table 4.2.1.1
t test for significance of difference between male and female employees with
respect to the dimensions of socio-psychological factors of QWL
Socio-Psychological
Gender Mean SD t value P value
factors
Leadership Style of Male 22.64 3.735
0.946 0.345
managers/team leaders Female
22.95 3.514
Work Culture Male 23.96 3.488 1.426 0.154
Female 24.41 3.447
Employee Attitude to Male 22.29 3.388
0.832 0.406
Job Female
22.53 3.185
Occupational Self Male 24.10 3.412
0.657 0.511
Efficacy Female
23.91 3.118
Employee Participation Male 17.48 5.523
1.861 0.063
in Non-Work Related Female
18.35 4.900
Activities
Self-Concept Male 24.81 3.107 3.101 0.002**
Female 23.97 2.934
Employee Perception Male
11.67 2.118 2.540 0.011*
of the Company
Female 12.10 1.663
0.013*
Quality of Work-Life Male 58.00 8.096 0.734
Female 57.46 8.369
Employee Satisfaction Male 7.16 1.533 1.175 0.241
Female 7.31 1.325
Employee Performance Male 10.87 2.345 1.273 0.204
Female 11.13 2.208
** Significant at 1%level
* Significant at 5% level
Table 4.2.1.1 reveals that p value is greater than 0.05 for leadership style
(0.345), work culture (0.154), employee attitude to job (0.406), occupational self-
efficacy (0.511) and employee participation in non-work related activities
(0.063). Since P value is greater than 0.05, the null hypothesis is accepted at five
percent level of significance. Hence it is concluded that there is no significant
difference between leadership styles, work culture, employee attitude to their job,
240
occupational self efficacy, employee participation in non-work related activities
and gender. Since P value is less than 0.01, the null hypothesis is rejected at 1
percent level of significance with regard to self concept (0.002). Hence there is
significant difference between male and female employees with respect to self
concept dimension of socio-psychological factors of QWL. Based on mean score,
it is found that the mean value of the self concept scores of male employee is
24.81 and that of female is 23.97. It means that male employees have higher self-
concept than female employees. This difference is statistically significant. Why
do female employees have lower self-concept than their male counterparts? This
could be due to the typical traditional upbringing of girls in Indian families.
Indian culture, even now, encourages and expects submissiveness on part of
women which may be a reason for their low self concept. Girls in India are not
groomed to be assertive, neither is it considered as a feminine personality trait.
Low assertiveness or lack of it is taken as a sign of modesty of Indian female. On
the other hand, boys are brought up to be assertive and it is considered as a
masculine personality trait. In this highly enlightened era, where the aspirations
of both men and women are aroused through the spread of mass education, this
difference in the perception of ones self concept is not acceptable. Women BPO
employees should be trained to realistically evaluate themselves, not to
undermine themselves. They should know their strengths and shortcomings. This
knowledge will help them to grow further, not only in their professional life but
also in their personal life. In the study of Budhwar et al (2009), it was found that
BPO jobs, particularly, call center jobs, are characterized by monotonous work,
stressful work environment and adverse working conditions. This kind of work
environment which prevails in BPO companies may have more negative impact
on the self-concept of women employees than their male counter parts.
Since P value (0.011) is less than 0.05, the null hypothesis is rejected at 5
percent level of significance with regard to employee perception of the company.
Hence there is significant difference between male and female employees with
241
regard to their perception of the company. Based on mean score, female
employees have better perception (12.10) than male employees (11.67). What
could be the reason for this difference in male and female perception about their
company? The survey carried out by Bhuyar et al (2008), in Pune and Mumbai
to find out the mental, physical and social health problems of call centre workers
found majority of the workers, particularly male employees, face sleep
disturbances associated with mental stress and anxiety, circadian rhythm
disturbances due to night shifts, physical problems like muscular-skeletal
disorders, obesity, eye and hearing problems and psycho-social problems like
family life disruption, use of tobacco and alcohol and faulty eating habits. This
might have led the male employees to have low perception about their company.
Findings of the study also reveal that the perception of male and female
employees with respect to their quality of work life is different. Mean score of
male employees is 58 and that of female is 57.46. Male employees perception
about their company also is lower than female employees as is found in the
previous analysis. Male employees may opt for night shifts and due to family
commitments female employees may prefer day shifts. Employees who opt for
night shifts face health related problems and associated ailments. This could be a
reason for their low perception about the quality of their work life. Gupta (2008)
in her study on stress among BPO employees stated that because of pressure in
dealing with their clients day and night, the BPO employees could not balance
their professional and personal lives. The study of Thavannoor and Rajagopal
(2008) conducted to identify the factors which contribute to work life imbalance
of executives in IT sector in Bangalore city revealed that less time for self and
family, regularly doing office work at home, work delegating difficulty, work
more than 55 hours per week and week-end work were found to contribute to the
work-life imbalance of the employees. These findings are applicable to the ITES-
BPO employees as well. As Ballou et al., (2007) observed, the increased
complexity of modern business in the era of global competition has led to
242
increased stress for all participants. The male employees might be getting more
affected by this increased complexity of modern business.
As mentioned earlier, there is no significant difference between male and

female employees with regard to other socio-psychological factors of QWL
considered in this study viz., leadership styles (0.345), work culture (0.154),
employee attitude towards their job (0.406), occupational self efficacy (0.511)
and employee participation in non-work related activities (0.063). Based on the
mean score, it is found that the mean value of the leadership scores of male
employees is 22.64 and that of female is 22.95; work culture scores of male
employees is 23.96 and female employees is 24.41; employee attitude scores of
male employees is 22.29 and female employees is 22.53; occupational self
efficacy scores of male employees is 24.10 and female employees is 23.91;
employee participation in non-work related activities scores of male employees is
17.48 and female employees is 18.35. It means that male and female employees
have the same opinion on the above mentioned socio-psychological factors of
QWL. Why do men and women employees of BPO industry have the same
opinion with regard to the above mentioned socio-psychological factors of
QWL? In this enlightened era, men and women are considered and treated at par
with each other. They work hand in hand, side by side, shoulder to shoulder.
Work place discrimination based on gender, class, color, creed and ethnic ground
is not acceptable these days and it is against the law of the country. Both male
and female employees receive the same treatment and perceive the work culture
in the same way. Corporate world is trying hard to get away with the problem of
glass ceiling. A dissimilar finding is reported by Zhu (1995). Her survey of 122
senior intellectuals from key national universities of Pakistan revealed that due to
domestic burden at home and the high profile employment, female intellectuals
had low perception on the quality of their work-life. Their perception of work
culture and leadership of superiors were different from that of their male
contemporaries. The study conducted by Chirayath (2009) on organizational
243
climate and teacher morale in the high schools of Jharkhand revealed that female
teachers had better attitude to their job than male teachers, which is also
contradictory to the present finding.
4.2.1.2 Testing of the 2nd hypothesis
Null Hypothesis: There is no significant difference between married and

unmarried employees with respect to the dimensions of
socio-psychological factors of QWL.
To test the 2nd hypothesis, there is no significant difference between

married and unmarried employees with respect to the dimensions of socio-
psychological factors of QWL, the significance of difference between the mean
scores of married and unmarried employees on the seven socio-psychological
variables considered in the present study was found out. The results are
summarized in Table.4.2.1.2
244
Table.4.2.1.2
t test for significance of difference between married and unmarried

employees with respect to the socio-psychological factors of QWL
Socio Psychological Marital

factors status Mean SD t value P value
Leadership Style Unmarried 23.21 3.56 3.869 0.000**
Married 21.85 3.57
Work Culture Unmarried 24.56 3.42 3.596 0.000**
Married 23.35 3.42
Employee Attitude to Unmarried 22.65 3.01
2.431 0.015*
Job Married
21.87 3.78
Occupational Self Unmarried 24.26 3.08
2.858 0.004**
Efficacy Married
23.35 3.55
Employee Participation Unmarried 17.94 4.66
in Non-Work Related Married 0.097 0.923
Activities 17.99 6.34
Self Concept Unmarried 24.32 3.00 0.366 0.715

Married 24.43 3.13
Employee Perception Unmarried 12.02 1.86
2.063 0.040*
about the company Married
11.64 1.93
Quality of Work Life Unmarried 57.93 8.27 0.948 0.343
Married 57.16 8.17
Employee Satisfaction Unmarried 7.38 1.38 3.203 0.001**
Married 6.93 1.47
Employee Performance Unmarried 11.23 1.93 3.324 0.001**
Married 10.49 2.88
** Significant at 1%level
* Significant at 5%level
Table 4.2.1.2 reveals that p value is less than 0.01 for leadership styles
(0.000), work culture (0.000) and occupational self-efficacy (0.004). Since P
value is less than 0.01, the null hypothesis is rejected at 1 percent level of
significance with regard to leadership styles, work culture and occupational self
efficacy. Hence it is concluded that there is significant difference between
married and unmarried employees with respect to the above mentioned socio-
245
psychological factors of QWL. Based on mean score, unmarried employees have
more perception on leadership styles (23.21), work culture (24.56) and
occupational self efficacy (24.26) than married employees. The mean scores of
married employees on leadership style is 21.85, work culture is 23.35 and
occupational self-efficacy is 23.35. Why do unmarried employees have better
perception than married employees on these dimensions of quality of work life?
Unmarried employees are free from the hassles of family life, like taking
care of the spouse and children. Because of the commitments in family circle,
married employees might be finding it difficult to strike a balance between career
life and family life. Work life balance is a major issue for them. This has an
impact on their perception with regard to the work culture of the company where
they work. Lack of work life balance impact their self efficacy and the attitude
they hold about the leadership provided by their managers/team leaders. HR
department of the company should look into this issue seriously and see that the
married employees maintain a happy balance between their career life and family
life. This would help to reduce the alarming rate of attrition in BPO industry. A
similar finding is reported by George (2012). In his study conducted in Toms
pipes Pvt. Ltd. in Kerala, it was found that unmarried employees had better
perception with regard to the leadership and work culture dimension of quality of
work life than married employees.
Since P value is less than 0.05, the null hypothesis is rejected at 5 percent
level of significance and hence it is concluded that there is significant difference
between married and unmarried employees with regard to employee attitude
towards job (p value 0.015) and employee perception about the company (p value
0.040). Based on mean score, unmarried employees have better perception on
employee attitude towards job (22.65) and employee perception about the
company (12.02) than married employees. The mean scores of married
employees on these two dimensions of quality of work-life is 21.87 and 11.64
respectively. The reason for this difference could be, as mentioned above,
246
employees in family mode are tied up with other commitments. This has an
impact on their attitude to the job which they do and finally their perception
about the company where they work.
A similar finding is reported by Chirayath (2009). In her study on the

relationship between organizational climate and teacher morale in the high
schools of Jharkhand, it was found that unmarried teachers had higher scores on
attitude towards their job than married teachers. But a dissimilar finding has
been reported by Dekthawala (1977). In his study to assess the morale of the
teachers working in the secondary schools of Gujarat, it was found that married
teachers had higher morale than unmarried teachers. The table also reveals that
there is no significant difference between married and unmarried employees with
regard to employee participation in non-work related activities (0.923) and self
concept (0.715) dimensions of quality of work-life, since p value is greater than
0.05. Hence it is concluded that null hypothesis is accepted at five percent level
of significance with regard to these two socio-psychological dimensions of
QWL. Based on mean scores, married employees have higher perception on
these two dimensions of QWL than unmarried employees, but not significant at 5
percent level.
The mean scores of married employees on employee participation in non-

work related activities is 17.99 and on self-concept is 24.43 respectively. The
mean scores of unmarried employees on these two dimensions are 17.94 and
24.32 respectively. The reason could be, marital status does not have any impact
on the self concept or in other words, self concept does not change when an
individual enters into conjugal life. The theory also says that self concept is life-
long and does not change every now and then. Again, perception of employees
about their participation in non-work related activities is the same for both
married and unmarried employees. In many BPO companies, any non-work
related activities, if at all are there, are conducted after normal working hours or
on holidays. Both married and unmarried employees like to have their week end
247
for themselves, their family and children and for other social obligations; in the
case of unmarried employees, they prefer to spend their weekend for self and
friends, their parents and siblings. Since p value (0.343) is greater than 0.05, the
null hypothesis is accepted and it is concluded that there is no significant
difference between married and unmarried employees with regard to the
perception of their quality of work life. Both married and unmarried employees
have the same perception with regard to their quality of work life. The reason
could be both married and unmarried employees working in BPO industry are
exposed to the same work environment, hence the same opinion. Based on the
mean scores it is found that unmarried employees perception of their quality of
work life is slightly higher than married employees. The mean scores of married
and unmarried employees on QWL are 57.16 and 57.93 respectively. But this
difference is not statistically significant.
Lengthy working hours, ambitious targets set by the employer and

working at night are the major factors influencing stress among the employees in
the IT and ITES BPO companies (Ravindran and Vijayalakshmi, 2010). Both
married and unmarried employees face the same situation in their work. Hence
with regard to the quality of work life, both married and unmarried employees
have the same opinion. Professional working mothers are responsible in
performing their domestic and professional roles, besides self-care (Afzal et al.,
2010). For them work life balance is always a big question mark. Many BPO
employees both married and unmarried, acknowledged high levels of stress
associated with their jobs (Vaid, 2009). Hence, BPOs need to consider
measures that would alleviate some of this stress. Ambitious performance targets,
strict deadlines and close monitoring may not be sustainable in the long-run.
BPOs must review the current practices and build in measures to counter
employee burnout. A similar finding has been reported by Boonrod (2009). He
found in his study, conducted among professional nurses in Bangkok that
personal factors like age, marital status, education, position, experience, salary
248
and wards have no relationships with the QWL. Hammig and George (2009)
investigated the prevalence and mental health effects of an unequal work-life
balance including potential gender differences. It was found that for both
genders, work-life imbalance turned out to be a risk factor affecting mental
health. The study conducted by Ongori and Evans (2008) among the employees
working in public sector organizations in Botswana found that the stress at work
affects the employees in many ways leading to poor quality of work life.
According to them, stress is the main reason for employee turnover in most of the
organizations. They suggested that managers should develop the appropriate
measures to minimize occupational stress.
4.2.1.3 Testing of the 3rd hypothesis
Null Hypothesis: There is no significant difference between technical and

non-technical employees with respect to the dimensions of
To test the third hypothesis, there is no significant difference between

technical and non-technical employees with respect to the dimensions of socio-
psychological factors of QWL, the significance of difference between the mean
scores of technical and non-technical employees on the seven socio-
psychological variables considered in the present study was found out. The
results are summarized in Table.4.2.1.3
249
Table 4.2.1.3
t test for significant difference between technical and non-technical jobs

with respect to socio-psychological factors
Socio-Psychological
factors Nature of Job Mean SD t value P value
Leadership Style Technical 22.24 4.60 2.092 0.037*
Non Technical 23.01 3.17
Work Culture Technical 23.80 3.47 1.563 0.119
Employee Attitude to Technical 22.23 3.38
0.784 0.433
Job Non Technical
22.49 3.24
Occupational Self Technical 23.39 3.42
2.482 0.013*
Efficacy Non Technical
24.21 3.16
Employee Participation Technical 19.43 5.09
in Non-Work Related Non Technical 3.813 0.000**
Activities 17.44 5.15
Self Concept Technical 24.14 2.66 0.949 0.343

Employee Perception Technical 11.64 1.91 1.883 0.060
Quality of Work Life Technical 58.45 8.45 1.210 0.227
Employee Satisfaction Technical 7.30 1.53 0.484 0.629
Employee Performance Technical 10.76 2.60 1.471 0.142
* Significant at 5% level
** Significant at 1% level
Table 4.1.2.3 reveals that p value is less than 0.01 for employee
participation in non-work related activities (0.000). Since P value is less than
0.01, the null hypothesis is rejected at one percent level of significance and hence
it is concluded that there is significant difference between technical and non
technical employees with regard to employee participation in non work related
activities dimension of QWL. Based on mean score, technical employees
(19.43) have higher perception on employee participation in non-work related
250
activities than non technical employees (17.44). In BPOs, employees performing
technical jobs, after a period of time, stoop into monotony and boredom due to
the nature of the work they do. Participation in non-work related activities such
as cultural programs, events like birthday, promotion, wedding anniversary,
picnics and tours organized by the company on holidays might be of interest to
them. These occasions give them opportunity to share their concerns with co-
workers from different departments and satisfy their social needs. Company can
organize such programs whenever possible, to keep the employees happy
particularly those who do technical jobs.
It is also revealed that p value is less than 0.05 with regard to leadership
style (0.037), and occupational self-efficacy (0.013). Since P value is less than
0.05, the null hypothesis is rejected at 5 percent level of significance with regard
to leadership styles and occupational self efficacy. Hence it is concluded that
there is significant difference between technical and non technical employees
with regard to the above mentioned factors. Based on mean score, non technical
employees have higher perception on these factors (23.01, 24.21) than technical
employees (22.24, 23.39).
Since p value is greater than 0.05, the null hypothesis is accepted at five
percent level of significance with regard to employee perception about the
company (0.060) and hence it is concluded that there is no significant difference
between technical and non technical employees with regard to employee
perception about their company. Based on mean score, non technical employees
(12.00) have higher perception about their company than technical employees
(11.64). Since p value is greater than 0.05, the null hypothesis is accepted at
five percent level of significance with regard to quality of work life of employees
(0.227). Hence it is concluded that there is no significant difference between
technical and non-technical employees with regard to their perception on their
quality of work life. Based on the mean score, technical employees have higher
perception about their quality of work-life (58.45) than non-technical employees
251
(57.44). This difference is not statistically significant. Irrespective of the job they
do, both the technical and non-technical employees have the same perception
about the work life quality they experience in the organization. The work
environment, the HR policies, the rules and regulations of the company have the
same impact on technical and non-technical employees. As Mariammal (2012)
puts it, preoccupation with tight work schedules, offering time bound business
solutions to varied and complex problems within the deadlines etc. are typical
work life which is characteristic of IT-ITES-BPO professionals, whether
technical or non-technical. In her study it was found out that outsourcing had a
positive effect on morale and job security and a negative effect on job
satisfaction and intention to leave, which is only partially true with regard to the
findings of the present study.
Various health issues that came of BPO industry have been captured and
analyzed in the study conducted by Chavan and Potdar (2011). The health issues
that came to light are stress, sleeplessness, headache, fatigue, sense of exhaustion
and lack of concentration. It was also found that a number of factors like
hindrance in personal life, physically tiring nature of work, lack of growth
opportunity, non-conducive policies and procedures are some of the reasons for
employees to leave the industry/company. Majority of the employees complained
of headache and digestive disorders. Almost everyone working in this industry
stressed on having provision for power naps of 10-15 minutes. The companies
should take the various health issues of their employees very seriously and make
provisions in their HR policies to safeguard the physical and mental wellbeing of
their employees. It is all about the dreams, career aspirations and life goals of the
young professionals of the country.
252
4.2.2 ANOVA
To examine whether there exists any discrepancy among different groups

of employees categorized by age, education, income, total work experience and
experience in the current organization with respect to the various socio-
psychological factors of QWL under study, one way ANOVA was conducted for
each of the select demographic factors.
At the heart of ANOVA, is the notion of variance. The basic procedure is

to derive two different estimates of population variance from the data, then
calculate a statistic from the ratio of these two estimates (between groups and
within groups variance). The F ratio is the ratio of between-groups variance to
within-groups variance. A significant F value indicates that the population
means are probably not equal. Before ANOVA was conducted, it was ensured
that the necessary assumptions were met. The two assumptions of concern were
population normality and homogeneity of variance.
4.2.2.1 Testing of 4th hypothesis
Null Hypothesis: There is no significant difference among age groups with

respect to socio-psychological factors of QWL.
To test the 4th hypothesis, there is no significant difference among age

groups with respect to socio-psychological factors of QWL, ANOVA was done
using F test. The three age groups considered in the present study were below 30,
31-45 and above 45.The mean scores of the various age groups were found out
along with standard deviation. Based on this, the F value was computed. The
results are summarized in Table 4.2.2.1
253
Table.4.2.2.1
ANOVA for significant difference among age groups with respect to socio-
Socio-
Age group in
psychological Mean SD F value P value
years
factors
Leadership Below 30 23.10b 3.57 6.310 0.002**
Style 31-45 21.90ab 3.43
Above 45 20.73a 4.92
Below 30 24.46b 3.46 5.522 0.004**
Work Culture
31-45 23.17a 3.41
Above 45 24.36b 2.76
Employee Below 30 22.51b 3.09 3.042 0.049*
Attitude to Job 31-45 21.89a 3.87
Above 45 24.18b 3.06
Occupational Below 30 24.23b 3.10 6.158 0.002**
Self Efficacy 31-45 22.98a 3.59
Above 45 24.73b 3.58
Employee Below 30 17.79a 4.92
Participation in 31-45 18.10a 6.12 4.945 0.007**
Non-Work
Related Above 45 22.73b 3.69
Activities
Self Concept Below 30 24.34 2.99 .138 0.871
31-45 24.38 3.33
Above 45 24.82 1.66
Employee Below 30 12.00 1.89 2.272 0.104
Perception 31-45 11.58 1.82
Above 45 11.45 2.16
Quality of Below 30 57.89 8.20 1.704 0.183
Work-Life 31-45 56.61 8.23
Above 45 60.73 9.03
Employee Below 30 7.31 1.40 0.117
Satisfaction 31-45 6.98 1.45 2.153
Above 45 7.36 1.74
Employee Below 30 11.09a 2.13 0.021*
Performance 31-45 10.56a 2.68 3.908
Above 45 12.27b 2.57
Note: Different alphabets between age denotes significance at 5 % level using
Duncan Multiple Range Test (DMRT)
254
level of significance with regard to leadership styles (0.002), work culture
(0.004), occupational self efficacy (0.002) and employee participation in non-
work related activities (0.007). Hence it is concluded that there is significant
difference among age groups with respect to these socio-psychological factors.
Based on Duncan Multiple Range Test, the age group below 30 years has
significantly higher perceptions on socio-psychological factor of leadership style
(23.10), than above 45 (20.73) but between 31-45 years of age (21.90),
employees are not significantly different with other groups . The age group
below 30 (24.46) and above 45(24.36) significantly differs with 31-45 age group
(23.17) at 5% level for work culture. The age group 31-45 (22.98) significantly
differs with below 30 (24.23) and above 45 (24.73) years of age group at 5
percent level for occupational self efficacy. The age group below 30 (17.79) and
31-45 (18.10) age groups significantly differs with above 45 age group (22.73) at
5 percent level for the factor employee participation in non-work related
activities.
level of significance with regard to employee attitude to job (0.049) and
employee performance (0.021) and hence it is concluded that there is significant
difference between age groups with respect to employee attitude towards job and
employee performance. Based on Duncan Multiple Range Test, the age group
31-45 (21.89) significantly differs with below 30 (22.51) and above 45(24.18)
age group at 5 percent level on their attitude to job. Based on DMRT, the age
group above 45 (12.27) significantly differs with below 30 (11.09) and age group
31- 45 (10.56) at 5 percent level on employee performance.
Since P value is greater than 0.05, the null hypothesis is accepted at 5

percent level of significance with regard to self concept (0.871), employee
perception (0.104), QWL (0.183), employee satisfaction (0.117) and hence it is
255
concluded that there is no significant difference among age groups with respect
to self concept, employee perception, QWL, and employee satisfaction.
The study reveals that there is significant difference among age groups
with respect to the socio-psychological factors of leadership styles, work culture,
occupational self efficacy and employee participation in non-work related
activities at 1 percent level. It is also found that there is significant difference
between age groups with respect to employee attitude towards job and employee
performance at 5 percent level. Age group below 30 has significantly higher
perception on leadership style of their managers/team leaders compared to the
other two age groups considered in this study. A worth noticing fact about BPOs
is that the managers/team leaders are young unlike in many other industries. The
age difference between the team leaders and the team members might be
negligible, as such; the team leaders treat their team members on an equal
footing. This could be the reason why employees below 30 years of age have
higher perception about the leadership style of their managers/team leaders.
Researchers use demographic information of the respondents in their

study to arrive at certain conclusions. Prema (2010) used age of the respondents
in her study on extended technology acceptance model for predicting consumer
adoption of internet banking. Her analysis using one way ANOVA reported a
similar finding. She found out that consumer intention to use internet banking
differs across age groups.
Null Hypothesis: There is no significant difference between educational

qualifications with respect to socio-psychological factors of
QWL.
To test the 5th hypothesis there is no significant difference between

educational qualifications with respect to socio-psychological factors of QWL,
ANOVA was done using F test. The four categories of educational qualifications
256
considered in the present study were up to HSC, UG, PG and others. The mean
scores of the employees of different educational qualifications were found out
257
Table.4.2.2.2
ANOVA for significant difference between educational qualifications with
respect to socio-psychological dimensions of QWL.
Education
Socio-psychological dimensions Mean SD F value P value
Qualification
c
Up to H.Sc 24.77 3.13
UG 22.61b 3.35 15.143 0.000**
Leadership Style
PG 22.02ab 3.83
Others 20.76a 4.25
Up to H.Sc 25.87c 3.07
UG 24.09b 3.42 13.727 0.000**
Work Culture
PG 23.56b 3.06
Others 21.62a 4.72
Up to H.Sc 22.92c 2.76
UG 22.66c 3.04 13.727 0.000**
Employee Attitude to Job
PG 21.75ab 3.85
Others 20.90a 3.96
Up to H.Sc 23.93b 3.15
Occupational Self Efficacy UG 24.10b 3.13 3.159 0.024*
PG 24.18b 3.16
Others 21.90a 4.83
Up to H.Sc 19.27c 4.00
Employee Participation in Non-Work UG 18.08ab 5.11 4.438 0.004**
Related Activities
PG 16.84a 6.17
Others 16.67a 3.73
Up to H.Sc 24.26b 2.47
UG 24.41b 2.99
Self Concept 4.591 0.004**
PG 24.72b 3.06
Others 22.10a 4.68
Up to H.Sc 12.39c 1.66
UG 12.01bc 1.78
Employee Perception about the company 7.568 0.000**
PG 11.52b 1.97
Others 10.62a 2.71
Up to H.Sc 60.80c 6.96
UG 57.61b 7.96
Quality of Work-Life 10.427 0.000**
PG 56.54b 8.78
Others 51.10a 8.68
Up to H.Sc 7.55c 1.25
UG 7.36bc 1.35
Employee Satisfaction 9.194 0.000**
PG 6.97b 1.52
Others 6.00a 1.61
Up to H.Sc 11.32b 1.66
UG 11.27b 2.09
Employee Performance 10.122 0.000**
PG 10.59b 2.71
Others 8.81a 2.65
Note: Different alphabets between educational qualifications denotes significance
at 5 % level using Duncan Multiple Range Test
258
Since P Value is less than 0.01, the null hypothesis is rejected at 1 percent
level of significance with respect to leadership styles (0.000), work culture
(0.000), employee attitude to job (0.000), employee participation in non-work
related activities (0.004), self concept (0.004), employee perception about the
company (0.000), QWL (0.000), employee satisfaction (0.000) and employee
performance (0.000). Hence it is concluded that there is significant difference
between the educational qualifications with respect to leadership styles, work
culture, employee attitude to job, employee participation in non-work related
activities, self concept, employee perception, QWL, employee satisfaction and
employee performance. Based on Duncan Multiple Range Test, the up to H.Sc
category (24.77) significantly differ with under graduate (22.61) and others
(20.76) but post graduate category (22.02) does not differ with any other
category for the factor leadership styles. With respect to work culture, there is
significant difference between up to H.Sc (25.87) with under graduate (24.09)
and post graduate categories (23.56) and also with others category (21.62).
With respect to employee attitude to job, the up to H.Sc (22.92) and under
graduate category (22.66) significantly differ with others category (20.90) but
post graduate category (21.75) does not differ with any other category. With
respect to employee participation in non-work related activities, up to H.Sc
(19.27) significantly differ with post graduate (16.84) and other qualification
categories (16.67) but under graduate category(18.08) does not differ with any
other categories. With respect to self concept, there is significant difference
between up to H.Sc (24.26), under graduate (24.41) and post graduate categories
(24.72) with others category (22.10). With respect to employee perception, up to
H.Sc category (12.39) significantly differs with post graduate (11.52) and other
categories (10.62) but under graduate category (12.01) does not significantly
differ with other categories. With respect to QWL, based on Duncan Multiple
Range Test, up to H.Sc (60.80) significantly differs with under graduate (57.61)
and post graduate categories (56.54) and also with others category (51.10). With
respect to employee satisfaction, others category (6.00) significantly differs with
259
post graduate (6.97) and up to H.Sc category (7.55) but under graduate category
(7.36) do not differ with any other category. With respect to employee
performance, others category (8.81) significantly differs with post graduate
(10.59), under graduate (11.27) and Up to H.Sc category (11.32).
Since P value (0.024) is less than 0.05, the null hypothesis is rejected at 5
percent level of significance with respect to occupational self efficacy and hence
it is concluded that there is significant difference among educational
qualifications with respect to occupational self efficacy. Based on Duncan
Multiple Range Test, the categories up to H.Sc (23.93) significantly differ with
under graduate (24.10) and post graduate category (24.18) and also with others
category (21.90).
It is found that there is significant difference between the educational

qualifications of employees with respect to leadership styles, work culture,
employee attitude to job, employee participation in non-work related activities,
self concept, employee perception, QWL, employee satisfaction and employee
performance at 1% level. In all these socio-psychological factors of QWL,
employees who have studied up to H.Sc have better perception than UG, PG and
other educational qualifications. Graduates and post graduates who work in
BPOs, particularly in call centers, lose their morale after the initial euphoria of
getting a job is over. It is also found that there is significant difference among
educational qualifications with respect to occupational self efficacy (5% level).
Here employees up to H.Sc category have low perception than UG and PG unlike
in the other factors of QWL. Occupational self efficacy is the confidence an
employee has in taking up a new and challenging task. Employees who have
higher educational qualifications naturally have more confidence to do various
tasks. A dissimilar finding was reported by Chirayath and Abraham (2010). In
their study conducted on the officers of milk marketing federation (Milma) in
Kerala, it was found that there is no relationship between educational
qualifications and occupational self efficacy of officers. Rathi and Rasthogi
260
(2008) in their study on 112 scientists in different research organizations also
reported a dissimilar finding.
Null Hypothesis:There is no significant difference between monthly incomes

with respect to socio-psychological factors of QWL.

monthly incomes with respect to socio-psychological factors of QWL, ANOVA
was done using F test. The three income categories considered in the present
study were below Rs.10000, Rs. 10001 - 20000 and 20001-30000. The mean
scores of the employees of different monthly income were found out along with
standard deviation. Based on this, the F value was computed. The results are
summarized in Table 4.2.2.3
261
Table. 4.2.2.3
ANOVA for significant difference between monthly incomes with respect to
Monthly
Socio-Psychological factors Mean SD F value P value
Income
Leadership Style Below 10,000 23.40c 3.52
10,001-20,000 22.08b 3.30 14.703 0.000**
20,001-30,000 21.10a 3.81
Work Culture Below 10,000 24.81b 3.34
10,001-20,000 23.21a 3.25 14.931 0.000**
20,001-30,000 22.88a 3.71
Employee Attitude to Job Below 10,000 22.32 3.12
10,001-20,000 22.34 3.60 1.400 0.248
20,001-30,000 23.04 3.42
Occupational Self Efficacy Below 10,000 24.41b 2.76
10,001-20,000 23.39a 4.03 8.475 0.000**
20,001-30,000 22.91a 3.70
Employee Participation in Below 10,000 17.35a 4.71
Non-Work Related Activities 10,001-20,000 18.27a 5.92 10.277 0.000**
20,001-30,000 20.42b 5.56
Self Concept Below 10,000 24.37b 2.99
10,001-20,000 24.86b 2.92 4.228 0.015*
20,001-30,000 23.49a 3.30
Employee Perception Below 10,000 11.98 1.85
10,001-20,000 11.87 1.93 1.195 0.304
20,001-30,000 11.60 1.99
Quality of Work-Life Below 10,000 58.17b 8.17
10,001-20,000 57.77b 8.90 3.292 0.038*
20,001-30,000 55.34a 7.10
Employee Satisfaction Below 10,000 7.30 1.47
10,001-20,000 7.12 1.41 .667 0.514
20,001-30,000 7.19 1.18
Employee Performance Below 10,000 11.01 2.13
10,001-20,000 10.88 2.60 .517 0.597
20,001-30,000 11.24 2.36
Note: Different alphabets between monthly incomes denotes significance at 5 %
level using Duncan Multiple Range test
262
level of significance with respect to leadership style (0.000), work culture
(0.000), occupational self efficacy (0.000) and employee participation in non-
work related activities (0.000). Hence it is concluded that there is significant
difference between monthly income with respect to leadership styles, work
culture, occupational self efficacy, and employee participation in non-work
related activities. Based on Duncan Multiple Range Test, the income level of
below 10,000 (23.40) significantly differs with 10,001-20,000 (22.08) and
20,001-30,000 (21.10) income levels with respect to leadership style. With
respect to work culture, based on Duncan Multiple Range Test, the income level
of below 10,000 (24.81) significantly differs with 10,001-20,000 (23.21) and
20,001 -30,000 (22.88) income level categories. With respect to occupational self
efficacy, based on Duncan Multiple Range Test, the income level of below
10,000 (24.41) significantly differs with 10,001 -20,000 (23.39) and 20,001 -
30,000 (22.91) income levels. With respect to employee participation in non-
work related activities, the income level of below 10,000 (17.35) significantly
differs with 10,001-20,000(18.27) and also with 20,001-30,000 category (20.42).
level of significance with respect to self concept (0.015) and QWL (0.038).
Hence it is concluded that there is significant difference between monthly
incomes with respect to self concept and QWL. Based on Duncan Multiple
Range Test, the income level of below 10,000 (24.37) significantly differs with
10,001-20,000 (24.86) and also with 20,001-30,000 (23.49) income levels for the
factor self concept. With respect to quality of work-life, based on Duncan
Multiple Range Test, the income level of below 10,000 (58.17) significantly
differs with 10,001-20,000(57.77) and also with 20,001-30,000 (55.34).

percent level of significance with respect to employee attitude to job (0.248),
employee perception (0.304), employee satisfaction (0.514) and employee
263
performance (0.597). Hence it is concluded that there is no difference between
income levels with respect to the above mentioned four factors. The study reveals
that there is significant difference between monthly income with respect to
leadership styles, work culture, and occupational self efficacy, employee
participation in non-work related activities (1% level), self concept and QWL
(5%). Employees with monthly income less than Rs.10, 000 are found to have
better perception than other income groups with respect to these factors of QWL.
It seems income does not influence the perception of employees with regard to
the above mentioned factors of QWL. Employees are able to think beyond salary
which is a positive sign.
A dissimilar finding is reported by Bolhari et al., (2011). In his study it

was revealed that there is significant relation between IT staffs income and
their QWL. Another study also reported the same finding (Saraji and Dargahi,
2006). It was found that having good income is an important issue for a high
quality of work life. The study among free trade zone managers by Raduan et al.,
(1984) also revealed same result.
Null Hypothesis:There is no significant difference between total work

experiences with respect to socio-psychological factors of
QWL.
To test the 7th hypothesis there is no significant difference between total

work experiences with respect to socio-psychological factors of QWL, ANOVA
was done using F test. The three total work experience categories considered in
the present study were below 2 years, between 2-6 years and above 6 years. The
mean scores of the employees of different total work experience were found out
264
Table.4.2.2.4
ANOVA for significant difference between total work experiences with
respect to socio-psychological factors of QWL.
Socio-psychological Total Work
Mean SD F value P value
factors Experience
Below 2 23.37b 3.52 8.015 0.000**
Leadership Style 2-6 22.30a 3.40
Above 6 21.84a 3.93
Below 2 24.58b 3.51 3.565 0.029*
Work Culture
2-6 23.81ab 3.48
Above 6 23.66a 3.16
Below 2 22.56 3.12 2.920 0.055
2-6 22.63 3.23
Above 6 21.65 3.73
Below 2 24.01 3.20 1.245 0.289
Occupational Self Efficacy
2-6 23.71 3.36
Above 6 24.41 3.19
Below 2 18.16 4.41
Employee Participation in 2-6 18.06 5.63 1.340 0.263
Non-Work Related
Activities Above 6 17.13 6.62
Below 2 24.10 3.07 2.130 0.120

Self Concept
2-6 24.63 2.96
Above 6 24.71 2.99
Below 2 12.01b 1.92 4.234 0.015*
Employee Perception
2-6 12.04b 1.59
Above 6 11.37a 2.13
Below 2 58.07 8.62 .697 0.498
Quality of Work-Life
2-6 57.44 7.64
Above 6 56.95 7.95
Below 2 7.25 1.43 .019 0.981
Employee Satisfaction
2-6 7.26 1.32
Above 6 7.22 1.54
Below 2 11.05 2.20 2.207 0.111
Employee Performance
2-6 11.21 2.14
Above 6 10.57 2.64
Note: Different alphabets between total work experiences denote significance at
5 % level using Duncan Multiple Range Test (DMRT).
265
between total work experience with respect to leadership styles (0.000) and
employee perception (0.015). Based on Duncan Multiple Range Test, below 2
yrs category (23.37) significantly differ with 2-6 yrs (22.30) and also with above
6 yrs (21.84) at 5 percent level for leadership styles. With regard to employee
perception, the below 2years category (12.01) differs significantly with 2-6 years
category (12.04) and also with above 6 years category (11.37).
level of significance with respect to work culture (0.029) and employee
perception (0.015) and hence it is concluded that there is significant difference
between total work experiences with respect to work culture and employee
perception. With respect to work culture, based on Duncan Multiple Range Test,
below 2 years (24.58) significantly differ with above 6 years (23.66) but between
2-6 years (23.81) do not differ with other categories. With respect to employee
perception about the company, based on Duncan Multiple Range Test, below 2
years (12.01) slightly differs with 2-6 years (12.04) and significantly differ with
above 6 years (11.37) at 5 percent level.

percent level of significance with respect to employee attitude to job (0.055),
occupational self efficacy (0.289), employee participation in non-work related
activities (0.263), self concept (0.120), QWL (0.498), employee satisfaction
(0.981) and employee performance (0.111) and hence it is concluded that there is
no significant difference between total work experiences with respect to
employee attitude to job, occupational self efficacy, employee participation in
non-work related activities, self concept, QWL, employee satisfaction and
employee performance.
266
It has been revealed that there is significant difference between total work
experience with respect to leadership styles and employee perception. With
regard to leadership style and work culture, below 2 years category has better
perception than the other two categories. An employees total work experience
influences his/her perception regarding the leadership provided by their
managers/team leaders or their perception regarding the prevailing work culture
of the organization. It is also found out that there is no significant difference
between total work experience with respect to employee attitude to job,
occupational self efficacy, employee participation in non-work related activities,
self concept, QWL, employee satisfaction and employee performance.
Irrespective of experience, employees share the same feelings with respect to
these factors of QWL.
The study conducted by Chirayath (2010) with the objective of finding out
the relationship between organizational climate of the secondary schools of
Kerala and certain select teacher characteristics revealed that self concept of the
teachers and their participation in non-work related activities, had positive
relationship with the total teaching experience of the teachers. The present study
has come out with a dissimilar finding. In the present study, there is no
relationship between total work experience of the employees and their self
concept and participation in non work related activities. The contradiction in the
findings might be due to the nature of the industry. Chirayaths study was
conducted in educational institutions and the present study was conducted in
BPO industry.
4.2.2.5. Testing of 8th hypothesis
Null Hypothesis:There is no significant difference between work experiences in

the current organization with respect to socio-psychological
factors of QWL.
267
To test the 8th hypothesis there is no significant difference between work
experiences in the current organization with respect to socio-psychological
factors of QWL, ANOVA was done using F test. The three work experience
categories considered in the present study were below 2 years, between 2-6 years
and above 6 years. The mean scores of the employees of different work
experience in the current organization were found out along with standard
deviation. Based on this, the F value was computed. The results are summarized
in Table 4.2.2.5
268
Table.4.2.2.5
ANOVA for significant difference between work experiences in the
current organization with respect to socio-psychological factors of QWL.
Work
experience in
Socio-psychological factors Mean SD F value P value
this
organization
Leadership Style Below 2 23.28b 3.51 7.697 0.001**
2-6 22.07a 3.75
Above 6 21.83a 3.44
Work Culture Below 2 24.54b 3.48 4.417 0.013*
2-6 23.81ab 3.39
Above 6 23.28a 3.35
Employee Attitude to Job Below 2 22.64b 3.06 7.215 0.001**
2-6 22.60b 3.37
Above 6 20.93a 3.82
Occupational Self Efficacy Below 2 24.12 3.20 2.369 0.095
2-6 23.47 3.33
Above 6 24.42 3.28
Employee Participation in Non- Below 2 18.23b 4.55
5.429 0.005**
Work Related Activities 2-6 18.26b 5.80
Above 6 15.90a 6.55
Self Concept Below 2 24.15 3.08 2.340 0.097
2-6 24.57 2.99
Above 6 24.98 2.80
Employee Perception Below 2 12.02b 1.87 6.617 0.001**
2-6 12.02b 1.82
Above 6 11.08a 1.94
Quality of Work-Life Below 2 58.19 8.40 1.718 .181
2-6 57.14 7.54
Above 6 56.30 8.62
Employee Satisfaction Below 2 7.25 1.40 .507 0.603
2-6 7.31 1.47
Above 6 7.08 1.44
Employee Performance Below 2 11.14b 2.15 4.468 0.012*
2-6 11.08b 2.42
Above 6 10.20a 2.42
Note: Different alphabet between work experiences in this organization denotes
significant at 5 % level using Duncan Multiple Range test
269
level of significance with respect to leadership styles (0.001), employee attitude
to job (0.001), employee participation in non-work related activities (0.005) and
employee perception (0.001). Hence it is concluded that there is significant
difference between number of years of experience in the current organization
with respect to leadership styles, employee attitude to job, employee participation
in non-work related activities and employee perception. Based on Duncan
Multiple Range Test, below 2 years of work experience (23.28) significantly
differs with 2-6 years (22.07) and also with above 6 years (21.83) at 5 percent
level for the factor leadership style. With respect to employee attitude towards
job, based on Duncan Multiple Range Test, below 2 years category (22.64)
slightly differs with 2-6 years category (22.60) and significantly differs with
above 6 years category (20.93) at 5 percent level. With respect to employee
participation in non-work related activities, based on Duncan Multiple Range
Test, below 2 years category (18.23) slightly differs with 2-6 years category
(18.26) and significantly differs with above 6 years category (15.90). With
respect to employee perception about the company, based on Duncan Multiple
Range Test, below 2years category (12.02) and 2-6 years categories (12.02,)
significantly differ with above 6 years category (11.08) at 5 percent level.
Since P value is less than 0.05, the null hypothesis is rejected at 5 percent level of
significance for work culture (0.013) and employee performance (0.012). Hence
it is concluded that there is significant difference between number of years of
experience in the current organization with respect to work culture and employee
performance. With respect to work culture, based on Duncan Multiple Range
Test, below 2 years category (24.54) significantly differs with above 6 years
category (23.28), but 2-6 years category (23.81) does not differ with other
categories. With respect to employee performance, the above 6 years category
(10.20) significantly differs with 2-6 years category (11.08) and also with below
2 years category (11.14).
270
percent level of significance with respect to occupational self efficacy, self
concept, QWL, and employee satisfaction. Hence it is concluded that there is no
significant difference between work experience in the current organization with
respect to occupational self efficacy, self concept, QWL, and employee
satisfaction.
The analysis reveals that there is significant difference between number of

years of experience in the current organization with respect to leadership styles,
employee attitude to job, employee participation in non-work related activities
and employee perception (1%). Moreover, there is significant difference between
number of years of experience in the current organization with respect to work
culture and employee performance (5%). It is also revealed that there is no
significant difference between work experience in the current organization with
respect to occupational self efficacy, self concept, QWL, and employee
satisfaction. This is because since the average years of experience of the
employees in the current organization is 2-3 years, it does not influence much.
Moreover, self concept is a long term concept. It remains consistent over a period
of time, so these 2-3 years of experience does not bring any change in their self
awareness or self concept.
A similar finding is reported by Hossain (1997). He investigated the

relationship between quality of work life and work experience of employees in
the current organization among industrial workers in Bangladesh. Positive
correlation between work experience and QWL was found in his study
4.2.3 Chi-square tests:
In this subsection of analysis, chi-square test is done. Chi-square test is

done to find out the significant association between demographic variables and
quality of work life. The demographic variables considered for the analysis are
271
educational qualification and quality of work life, monthly income and quality of
work-life and level of quality of work-life and level of employee performance
Null Hypothesis: There is no association between educational qualification

and quality of work-life.
To test the 9th hypothesis there is no association between educational

qualification and quality of work life, chi-square test was done using cross
tabulation. The four categories under educational qualification considered for the
present study were Upto H.Sc, Under graduate, Post graduate and
Others. And the three levels of quality of work life were Low, Moderate
and High. Cross tabulation was done to find out the row and column
percentages. Row percentages are given in curved brackets and column
percentages are given in square brackets. Chi-square value was also computed.
The results are summarized in Table. 4.2.3.1
Table. 4.2.3.1
Chi-square test for association between educational qualification and level of
quality of work-life
Educational Level of Quality of Work-Life
Qualification Total Chi-
Low Moderate High square P value
9 47 41 value
Upto HSc (9.3%) (48.5%) (42.3%) 97
[7.1%] [20.0%] [29.7%]
71 127 66
Under
(26.9%) (48.1%) (25.0%) 264
Graduate
[55.9%] [54.0%] [47.8%]
35 53 30
Post Graduate (29.7%) (44.9%) (25.4%) 118
[27.6%] [22.6%] [21.7%] 32.287 0.000**
12 8 1
Others (57.1%) (38.1%) (4.8%) 21
[9.4%] [3.4%] [.7%]
Total 127 235 138 500
Note: 1. The value within ( ) refers to row percentage
2. The value within [ ] refers to column percentage
272
Table 4.2.3.1 reveals that since P value is less than 0.01, the null
hypothesis is rejected at 1 percent level of significance. Hence it is concluded
that there is significant association between educational qualification and level of
QWL. Based on row and column percentage, the under graduate employees have
low level of QWL than post graduate employees. The employees up to H.Sc
qualification have 9.3% of low level, 48.5% of moderate level and 42.3% of high
level of QWL. The under graduate employees have 26.9% of low level, 48.1% of
moderate level and 25.0% of high level of QWL. The post graduate employees
have 29.7% of low level, 44.9% of moderate level and 25.4% of high level of
QWL. The other employees have 57.1% of low level, 38.1% of moderate level
and 4.8% of high level of QWL.
The analysis reveals that there is significant association between

educational qualification and quality of work-life because education is the key to
stratification system- it shapes the likelihood of being employed, the qualities of
the job a person can get, and income. Well educated people are more likely to be
employed and more likely to be employed full-time than are those with little
education (US Department of education, 1992). Low levels of education increase
economic hardship. Individuals with low levels of education have lower incomes
than those with high levels of education (Sewell and Harser, 1975), in part
because they are less likely to be employed and if employed, more likely to hold
low-level jobs. Low levels of education further deprive people of the problem-
solving resources needed to cope with the stress of economic hardship. Hardship
increases psychological distress as well. Education may provide social support by
giving people access to multiple roles with independent social networks which
boost the potential for social relationship. (Walker, Wasserman, and Wellman,
1993). Ross and Van Willigen, (1997) in their study concluded that education is
the root cause of individual well-being which shapes the peoples employment,
the kind of work they do, their income and economic hardship, social
psychological resources and distress.
273
A dissimilar finding is reported in a study by Reena (2011) among the
library professionals in Kerala. No significant difference was noticed among the
groups of librarians categorized on the basis of educational background. It was
concluded that the relationship between QWL of library professionals in Kerala
and educational background was not significant.
Null Hypothesis: There is no association between monthly income and level

of quality of work-life.
To test the 10th hypothesis, there is no association between monthly

income and level of quality of work-life, chi-square test was done using cross
tabulation. The three categories under monthly income considered for the present
study were below 10,000, 10,001-20000 and 20,001-30,000. And the three
levels of quality of work life were Low, Moderate and High. Cross
tabulation was done to find out the row and column percentages. Row
percentages are given in curved brackets and column percentages are given in
square brackets. Chi-square value was also computed. The results are
summarized in Table. 4.2.3.2
274
Table: 4.2.3.2
Chi-square test for association between monthly income and level of quality
of work-life
Level of Quality of Work-Life Total Chi-

Monthly Income square P value
Low Moderate High
value
79 145 102
Below 10,000
(24.2%) (44.5%) (31.3%) 326
[62.2%] [61.7%] [73.9%]
10,001-20,000
29 48 30
(27.1%) (44.9%) (28.0%) 107
[22.8%] [20.4%] [21.7%] 14.634 .006**
20,001-30,000
19 42 6
(28.4%) (62.7%) (9.0%) 67
[15.0%] [17.9%] [4.3%]
Total 127 235 138 500
Note: 1. The value within ( ) refers to Row percentage

2. The value within [ ] refers to Column percentage
hypothesis is rejected at 1 percent level of significance and hence it is concluded
that there is significant association between monthly income and level of QWL.
Based on row and column percentage, the employees with an income of below
10,000 have low level of QWL than employees with income of 20,001-30,000.
The employees with below 10,000 incomes have 24.2% of low level, 44.5% of
moderate level and 31.3% of high level of QWL. The employees with 10,001-
20,000 have 27.1% of low level, 44.9% of moderate level and 28.0% of high
level of QWL. The employees with 20,001-30,000 income have 28.4% of low
level, 62.7% of moderate level and 9.0% of high level of QWL.
275
The analysis reveals that there is significant association between monthly
income and quality of work-life because remuneration occupies an important
place in the life of an employee. An employees standard of living, status in the
society, motivation, loyalty and productivity depend upon the remuneration
he/she receives. An effective system of remuneration is highly significant
because several problems related to personnel centre around one element i.e.
remuneration. Attractive remuneration enables an organization to attract, retain
and motivate competent people.
A similar finding is reported in a study by Taneja and Kumari (2012). The

aim of their study was to find out the bank employees perception towards their
quality of work-life and demographic variables. The data were analyzed with the
help of factor analysis, descriptive statistics, t test and one way ANOVA. The
analysis showed that there was significant gap among the bank employees
demographic variables with reference to various factors of QWL.
Null Hypothesis:There is no association between level of quality of work-life

and level of employee performance.
To test the 11th hypothesis, there is no association between level of

quality of work-life and level of employee performance, chi-square test was
done using cross tabulation. The three levels under quality of work-life
considered for the present study were low, moderate and high. And the
three levels of employee performance were also low, moderate and high.
Cross tabulation was done to find out the row and column percentages. Row
percentages are given in curved brackets and column percentages are given in
square brackets. Chi-square value was also computed. The results are
summarized in Table. 4.2.3.3
276
Table. 4.2.3.3
Chi-square test for association between level of quality of work-life and
level of employee performance
Level of Level of Employee Performance Chi- P value

Quality of square
Total
Work-Life Low Moderate High value
40 79 8
Low (31.5%) (62.2%) (6.3%) 127
[44.9%] [27.5%] [6.5%]
Moderate 42 129 64
(17.9%) (54.9%) (27.2%) 235
[47.2%] [44.9%] [51.6%] 54.034 0.000**
High 7 79 52
(5.1%) (57.2%) (37.7%) 138
[7.9%] [27.5%] [41.9%]
Total 89 287 124 500
Note: 1. The value within ( ) refers to Row percentage

2. The value within [ ] refers to Column percentage
Table 4.2.3.3 reveals that since P Value is less than 0.01, the null
that there is significant difference between level of QWL and level of employee
performance. Based on row and column percentage, the employees with low
QWL have low level of employee performance than high level of QWL. The
employees with low level of QWL have 31.5% of low level, 62.2% of moderate
level and 6.3% of high level of employee performance. The employees with
moderate level of QWL have 17.9% of low level, 54.9% of moderate level, and
27.2% of high level of employee performance. The employees with high level of
QWL have 5.1% of low level, 57.2% of moderate level and 37.7% of high level
of employee performance.
The analysis reveals that there is significant difference between level of

QWL and level of employee performance. Abundant number of literature tried to
277
summarize the connection between QWL and work performance. The literature
says that in order to ensure success of an organization, the organization engine
which is the employee must be focused, and serviced accordingly to ensure that
they will give their best. Employees demonstrate dissatisfaction by performing
below their actual ability when their needs are not fulfilled by the organization.
The upcoming literature that tries to seek the association between QWL and
work performance mainly focused on the remuneration aspect which includes
salary, salary increment, bonuses, allowances, pension and medical benefits
which serve as best examples that can motivate employees to give their best to
their employer. Besides remuneration aspect, interpersonal communication
aspects are one of the main factors that contribute to work performance. This
aspect includes respecting others, working together, believing others and
information sharing which will benefit both the employee and employer. Work
environment, job security and safety aspects such as retirement scheme, workers
association and accident free workplace are some of the examples that can
motivate the employees. Organization support also serves an important tool to
strengthen employee work performance. If the organization engine is left
working alone without any support/supervision, their performance will be
affected. Individual and family life, personal health and well-being were found to
have an influence on employees work performance.
A similar finding was reported by Ramstad (2008) who examined

concurrent improvements in performance and QWL achieved by means of a
development process supporting Work Organizational and Management (WOM)
practices and their application. In the analysis, there were three groups according
to the results. The first group was the best group which showed improvements in
performance and QWL. The second group was poor group whose impact was
poor for both factors and the third group, the middle group, in which only either
performance or QWL had improved. The correlation between performance and
QWL was higher in the best group. The results indicated that performance and
278
QWL can be improved concurrently using the same work place practices and
there is no need to execute separate projects for improving one another.
Systematic application of WOM practices is positively related to simultaneous
improvement. Concerning the nature of development method, the study showed
that employee participation in planning and implementation phase, close
collaboration during the process, the methods used by the experts and external
networking were related to simultaneous outcome at workplaces.
4.2.4 Friedman Tests
In this subsection of analysis, Friedman test is done. Friedman test is used

to find out the significance of difference between mean ranks of each of the
select socio-psychological factors of quality of work-life. The socio-
psychological factors of quality of work-life considered in this study are
leadership styles, work culture, employee attitude to job, occupational self
efficacy, employee participation in non-work related activities, self concept and
employee perception about the company
Null Hypothesis: There is no significant difference between mean ranks

towards perception on QWL
To test the 12th hypothesis, there is no significant difference between

mean ranks towards perception on QWL Friedman test was used. Mean ranks
were computed for all the items of quality of work-life. Chi-square value also
was computed. The results are summarized in Table .4.2.4.1
279
Table 4.2.4.1
Friedman test for significant difference between mean ranks towards
perception on QWL
Chi-
Mean
Perception on QWL square P value
Rank
value
Participative decision making is time consuming 9.15
Not seen other family members 5.69
Asked to stay back beyond shift hours 7.48
Participative decision making gives me job
10.20
satisfaction
Flexible work timings motivates me to be
10.85
productive
Expected to adjust to sudden shifts 8.32
Identify with the goals of the organization 9.97
Self critical about what I do 7.47
Getting fair pay compared to others 7.02 1084.186 0.000**
Confident of doing any difficult task 10.82
Instructions are well-communicated 10.41
Weekly breaks entirely spent with family 9.06
Continue to work for the org. Because of
6.96
financial consequences
Skipping company outings implies lack of
8.52
commitment
Recognizing employee performance reduces
8.13
employee turn over
Long queues in cafeteria forces me to skip meal 5.94
** denotes significant at 1% level
Table. 4.2.4.1 reveals that since p value is less than 0.01, the null
that there is significant relationship between mean ranks towards perception of
quality of work life. Based on mean rank, 5th statement (10.85) i.e. Flexible
work timings motivate me to be more productive, 12th statement (10.82), I am
confident of doing any difficult task, and 13th statement (10.41) Instructions are
well-communicated are the three topmost statements of QWL.
280

towards perception of leadership styles

mean ranks towards perception on leadership styles, Friedman test was done.
Mean ranks were computed for all the items of leadership styles. Chi-square
value was also computed. The results are summarized in Table.4.2.4.2
Table 4.2.4.2
Friedman Test for significant difference between mean ranks towards
perception of leadership styles
Mean Chi-square
Perception on Leadership Styles P value
Rank value
Supervisor arouses my enthusiasm to achieve
3.51
the goal
Supervisor provides new direction of thinking
3.83
in times of difficulty
Supervisor gives clear instruction about what
4.00
should or should not be done 0.000**
341.872
Supervisor doesnt take any action until things
2.45
go wrong
Supervisor asks for improvement when my
3.85
performance is under his/her expectation
Supervisor gives my reward or punishment
3.36
according to result of my performance
Table 4.2.4.2 reveals that since P value is less than 0.01 the null
that there is significant relationship between mean ranks towards perception of
leadership styles contributing to QWL. Based on mean rank My supervisor
gives clear instruction about what should or should not be done (4.00), My
supervisor asks for improvement when my performance is under his/her
expectation(3.85), and My supervisor provides new direction of thinking in
times of difficulty (3.83) are the three top most statements under the factor
leadership styles.
281
The analysis reveals that there is significant difference between the mean
ranks towards the perception on leadership styles. This might be due to the fact
that leadership is an important factor of employee satisfaction which is
influenced by the internal organizational environment that includes
organizational climate, leadership types and personnel relationships (Wexley and
Yukl, 1984). The quality of the leader-employee relationship or the lack thereof
has great influence on the employees self esteem and job satisfaction (Chen and
Spector 1991; Brockner 1988; DeCremer 2003). Employees are more satisfied
with considerate and supportive leaders than with those who are indifferent or
critical towards their subordinates (Yukl 1971). Negative leader-employee
relation reduces productivity and increases absenteeism and turnover rate
(Keashly, Trott, and MacLean 1994; Ribelin 2003). According to Robbins
(2003), the employee resignation rate with transformational leadership is less
than with the transactional leadership. Improving the employees working
situations; fulfilling their needs and helping them to perform better are positively
related to transformational leadership. Transformational culture boosts both the
organization and the employees performance (Bass and Avolio 1993) without
enforcing extra burden on them (Schlotz, 2009). Researchers have found the
strong relationship between transformational leadership and job satisfaction and
viewed that, for an organization to enhance job satisfaction among their workers
and to increase commitment they must follow transformational leadership style
(Koh, Steers and Terborc, 1995).
A similar finding is reported by Ghasemizad et al., (2012) to support the

present finding that there is relationship between leadership style and QWL. He
focused his research on investigating the relationship between spiritual
leadership, quality of work-life, job satisfaction and productivity in Kerman high
schools principals and teachers. Their findings showed that there was significant
relationship between spiritual leadership and quality of work-life. Multiple
regressions showed that among the variables of spiritual leadership, QWL and
282
job satisfaction, QWL has more impact on productivity. But a dissimilar finding
is reported by Markow and Klenke (2005). Their study revealed that employees
with higher levels of spirituality have higher levels of quality of work-life.
Null Hypothesis:There is no significant difference between mean ranks towards

the perception of work culture dimension of socio-

mean ranks towards perception on work culture dimension of socio-
psychological factors of QWL, Friedman test was conducted. Mean ranks were
computed for all the items of work culture. Chi-square value was also computed.
The results are summarized in Table.4.2.4.3
Table 4.2.4.3
Friedman test for significant difference between mean ranks towards the
perception of work culture.
Chi-
Mean
Perception on Work Culture square P value
Rank
value
Consider both positive and negative
3.94
aspects before action
Face and do not shy away from problems 3.94
Accept and appreciate help offered by
3.73
others
Believe freedom to employees breeds
2.89 272.867 0.000**
indiscipline
Believe that a good way to motivate
employees is to give them autonomy at 3.61
work
Usually , emphasis on team work dilutes
2.89
individual accountability
283
that there is significant difference between mean ranks towards their perception
on work culture. Based on mean rank, I consider both positive and negative
aspects before action (3.94), I face and do not shy away from problems (3.94)
and I accept and appreciate help offered by others (3.73) are the three top most
statements in the factor work culture.
The analysis reveals that there is significant difference between mean

ranks towards perception on work culture. The reason is that BPOs have vibrant
environment. Generally the interiors are also done up in a way that it makes
people feel nice and energetic. BPOs have round the clock working culture.
Employees work in day shifts and night shifts. The work culture in quality BPOs
is a blend of professionalism and friendliness. Human beings are not treated like
machines but are given equal opportunities of growth in every sphere of learning.
BPOs create a friendly working atmosphere so that the employees do not feel
suffocated. But long working hours and pressure to meet deadlines and achieve
targets takes its toll on the well-being of employees. Hence quality BPOs offer
world class channels to the distressed employees. Entertaining events and parties
are organized at regular intervals so that employees are relieved from the
monotony of daily routine. World class BPOs has gymnasiums, sports and caf
facilities. BPO employees work hard to meet deadlines and targets. Motivation is
a great booster when it comes to delivering end results. So to ensure that the team
is motivated, team leaders and managers keep the morale of employees high
through encouraging words. Good and outstanding work is always recognized
and rewarded in form of perks, incentives, gift certificates, etc in BPO sector.
The employees never feel dearth of guidance and warmth of encouraging words
in BPOs. People from every nook and corner of the world are lured by state-of-
the-art facilities and hefty packages. Apart from cultural differences, there is
goldmine prospect of rubbing shoulders with people from different
284
educational, professional and cultural backgrounds. Thus, there are rich culture
ties and exchanges in the BPO companies.
A similar finding reported by Eastman et al., (1998) using LOMA (Life

Office Management Association) research found that the companies with high
culture for excellence consistently outperformed companies with a weak culture
for excellence. The findings demonstrated the value of the high culture for
excellence on bottom line measures of turnover, financial performance, customer
satisfaction and employee morale. They say that creating a culture that is
characterized by employee involvement, quality service, and quality of work life
can pay off big in terms of bottom line in competitive market which enhances
employee morale and commitment to company, reduced costs and increased
productivity.

towards the perception on employee attitude to job.

mean ranks towards perception on employee attitude to job, Friedman test was
used. Mean ranks were computed for all the items of work culture. Chi-square
value was also computed and the results are summarized in Table.4.2.4.4
285
Table 4.2.4.4
perception on employee attitude to job.
Mean Chi-square P value
Perception on Employee Attitude to Job
Rank value
Supervisor listens to my suggestions 3.45
Given the freedom to find new and better
3.10
ways to get the work done
Decisions are made in my dept without
3.67
unreasonable delay
Too much of work related stress in this 61.355 .000**
3.66
organization leads to burnout
Supervisor lets me know what is happening in
3.36
the organization
Management has created an open and
3.77
comfortable work environment
Table 4.2.4.4 reveals that since p value is less than 0.01, the null
that there is significant difference between mean ranks towards the perception on
employee attitude to job. Based on mean rank, Management has created an open
and comfortable work environment (3.77), Decisions are made in my dept
without unreasonable delay (3.67) and Too much of work related stress in this
organization leads to burnout (3.66), are the three topmost statements.

ranks towards the perception on employee attitude to job. The attainment of
competitive advantage by an organization is linked to the attitudinal
characteristics of employees shaped by their organizational experiences.
Employees develop positive attitudes when their employers satisfy their various
needs continuously. Positive impacts such as high commitment and loyalty may
lead to increasing performance through hard work and negative attitudes such as
absenteeism can result in poor performance. The development of positive
employee attitudes can thus be achieved by organizations inculcating the QWL
286
concept in their designs (Aryeeey and Sanda, 2012). Researchers reveal that
organizations using the employees insight and knowledge can identify QWL
indicators whose incorporation in the functional organization system could
support the creation of positive organizational values not only to enhance
employees commitment, job satisfaction and productivity, but also to create
good employee-management relationship towards increased organizational
performances.
Similar study is reported by Reena and Jayan (2012). They investigated

the role of quality of work life on job attitude and personal effectiveness of
engineering college teachers in Kerala. It was found out that QWL has a
significant impact on job attitude. From Karl Pearson coefficient of correlation, it
was evident that there exists a high positive correlation between the variables of
QWL, job attitude and personal effectiveness.
Null Hypothesis:There is no significant difference between mean ranks towards

the perception on occupational self efficacy

mean ranks towards perception on occupational self efficacy, Friedman test was
done. Mean ranks were computed for all the items of work culture. Chi-square
value was also computed. The results are summarized in Table.4.2.4.5
287
Table 4.2.4.5
perception on occupational self efficacy
Chi-
Mean
Perception on Occupational Self Efficacy square P value
Rank
value
If in trouble, I can usually think of a solution 4.10
Can solve most problems if i invest necessary
3.66
effort
It is easy for me to stick to aims and accomplish
3.45
my goals
240.198 0.000**
Confident that I could deal efficiently with
3.75
unexpected events
Remain calm when facing difficulties because I
2.87
can rely on my coping abilities
Can usually handle whatever comes my way 3.16
that there is significant difference between mean ranks towards their perception
on occupational self efficacy. Based on mean rank, If I am in trouble, I can
usually think of a solution (4.10), I am confident that I could deal efficiently
with unexpected events, (3.75), and I can solve most problems if I invest
necessary effort (3.66), are the three top most statements.
ranks towards the perception on occupational self efficacy. Self efficacy is
defined as individuals belief in ones capabilities to organize and execute the
courses of action required to achieve the goals (Bandura, 1997). A strong sense
of self efficacy enhances human accomplishment and personal well-being in
many ways. People with high assurance in their capabilities approach difficult
tasks as challenges to be mastered rather as threats to be avoided. Such an
efficacious outlook fosters intrinsic interest and deep engrossment in activities.
Self efficacious people set themselves challenging goals and maintain strong
288
commitment to them, heighten and sustain their efforts in the face of failure,
quickly recover their sense of efficacy after failures/setbacks, approach
threatening situations with assurance that they can exercise control over them.
Such an efficacious outlook produces personal accomplishments, reduces stress
and lowers vulnerability to depression. Employment in BPO is perceived to have
enhanced young peoples communication skills and self efficacy. Young women
are very confident about their ability to negotiate with elders and their parents on
issues about which they disagree.
Similar finding is reported by Wood and Bandura (1989) who

demonstrated a positive relationship between self perceptions of managerial
efficacy and managerial performance. Eden and Zuk (1995) found a positive
relationship between naval officers perceptions of self efficacy and performance
at sea. Stajkovic and Luthans (1998) Meta analysis reported correlation between
self efficacy and work performance.

towards the perception on employee participation in non-
work related activities.

mean ranks towards perception on employee participation in non work related
activities, Friedman test was used. Mean ranks were computed for all the items
of work culture. Chi-square value was also computed. The results are
summarized in Table.4.2.4.6
289
Table 4.2.4.6
perception on employee participation in non-work related activities
Perception on Employee Participation in Mean Chi-square
P value
non-work related activities Rank value
The company has courts for outdoor games 3.01
The company organizes various employee
3.31
engagement activities
The company has special interest groups that
3.63
plan weekend trips, sports, cultural events
The company has an employee lounge open 473.302 0.000**
3.79
24/7 for employees to relax
The company provides crche, a day care
2.69
facility for children
The organization organizes birthday
4.58
celebrations and wedding anniversaries
that there is significant difference between mean ranks towards the perception on
employee participation in non-work related activities. Based on mean rank, The
organization organizes birthday celebrations and wedding anniversaries (4.58),
The Company has an employee lounge open 24/7 for employees to relax
(3.79), and The Company has special interest groups that plan weekend trips,
sports, cultural events (3.63) are the three top most statements.
ranks of employees towards the perception on employee participation in non-
work related activities. This may be due to the fact that the companies organize
cultural programs as and when possible but most of the times, once in a quarter,
in which all the employees are given an opportunity to display their talents in
dramatics, singing, acting, dancing etc. Apart from that the organizations also
conduct various games programs such as cricket, football, etc. and sometime play
matches with teams of other organizations and colleges. Hence the opinions of
employees vary.
290
In Genpact BPO, employees do a variety of things. Their internal CSR
(Corporate Social Responsibility) brand is named caring@genpact. The giving
philosophy is geared towards giving back of time and skills, especially towards
chosen areas such as education/employability, healthcare, inclusion and
environment which are strategically chosen. Time-wise, they keep their
initiatives very flexible leaving it to the employees to do so at their convenience.
Every team gets flexibility to choose and decide what activity and what scope it
wants to contribute. In general they encourage a minimum of 2 hours of
volunteering per month whether spent over weekdays or holidays. Most of their
initiatives are ongoing programs led by sites. Hyderabad site leads Gurukul
program through which employees teach computers to underprivileged kids.
Infosys BPO has a chief fun officer to promote fun at work. Brigade, a
Hyderabad based BPO has chief fun officer, who is in charge of all the fun that
includes dancing, singing, various competitions, games , parties etc. In some
companies like Global Inc., lights are turned off after 6 pm every Friday and then
the whole office has a whale of time playing hide and seek and Antakshari.
Participation in leisure activities has been shown to reduce depression and

anxiety, produce positive moods and enhance self esteem and self concept,
facilitate social interaction, increase general psychological well-being and life
satisfaction and improve functioning (Haworth and Lewis, 2008). Studies have
also shown that people reportedly have found enjoyable flow experiences to
occur during work time (Bryce and Haworth, 2002; Sikszentmihalyi and Leferve,
1989). Working environments that foster co-operative relationships and bring
employees together to connect, share stories and build trust are believed to
facilitate building of social capital (Cohen and Prusat, 2001). Employees have
reported that social capital can enhance both their QWL (Requena, 2003) and
feelings of personal wellness.
291

towards their perception on self concept dimension of socio-
psychological factors.

mean ranks towards perception on self concept, Friedman test was used. Mean
ranks were computed for all the items of organization culture. A Chi-square
value was also computed. The results are summarized in Table no.4.2.4.7
Table 4.2.4.7
perception on self concept
Mean Chi-square
Perception on Self Concept P value
Rank value
Wish I could work harder in my job 4.15
Wish I could correct the mistakes of
2.98
my colleagues
Wish I could deal with others with
3.59
more presence of mind
Can deal with others with presence of
3.44 292.298 0.000**
mind
Colleagues regards me as one of the
efficient employees in the 2.88
organization
Have the ability to face my colleagues
3.96
and talk to them
that there is significant difference between mean ranks of employees towards the
perception on self concept. Based on mean rank, I wish I could work harder in
my job (4.15), I have the ability to face my colleagues and talk to them (3.96),
and I wish I could deal with others with more presence of mind (3.59) are the
three top most statements.
292
ranks towards the perception on self concept. Self concept refers to the loyalty
of a complex, organized, and dynamic system of learned beliefs, attitudes and
opinions that each person holds to be true about his/her personal existence
(Yahaya and Ramli, 2009). Self concept is a persons way of perceiving
himself and may be either positive or negative. Self concept depends on how
he is treated and how he perceives such treatment. The main factors that
determine the formation of self concept of an individual are the environment as
well as people with whom the individual lives. Beheshtifar and Rahimi-Nehzad
(2012) in their study on self concept found that self concept in organizations
could have an effect on social work behaviors such as caring co-workers and
being cooperative with others which are sometimes known as extra-role
behaviors; organization-based role-set in workplace like occupation role,
subordinate role and colleague and group member role; career satisfaction and
achievement. Researchers say that when the managers have favorable attitudes
towards themselves, they would be in a better position to build positive and
realistic self concept in their employees. So promoting self concept is of high
importance and positive self concept should be reinforced among the employees.
Several investigations (Bowden, 2002; Gardner and Pierce, 1998, 2001;

Neal 2000; Ragins et.al 2000) reveal a positive relationship between occupation-
based self esteem and most facets of job satisfaction.

towards their perception on employee performance
To test 19th hypothesis, there is no significant difference between mean

ranks towards perception on employee performance, Friedman test was used.
Mean ranks were computed for all the items of work culture. A Chi-square value
is also computed. The results are summarized in Table.4.2.4.8
293
Table 4.2.4.8
Friedman Test for the significant difference between mean ranks towards
their perception on employee performance
Chi-
Mean
Perception on Employee Performance square P value
Rank
value
In the last appraisal approval period, Manager
1.81
has talked to me about my progress
Manager holds me accountable for the work
2.38 165.504 0.000**
that i do
Feel the companys employment benefit
1.81
scheme meets my needs
between mean ranks towards perception on employee performance. Based on
mean rank, My manager holds me accountable for the work that I do (2.38),
In the last appraisal approval period, my manager has talked to me about my
progress (1.81) and I feel the companys employment benefit scheme meets
my needs (1.81) are the important statements.

ranks towards the perception on employee performance as found in Chi-square
analysis.
A dissimilar study by Islam and Seingthai (2009) whose main objective of

the study was to identify the relationship between QWL and employee
satisfaction as well as QWL and organizational performance. All the hypotheses
were tested using chi-square and regression. Hypothesis on relationship between
QWL and organizational performance is rejected. It has been identified that
QWL has negatively influenced and had no significant relationship with
organizational performance.
294
4.2.5 Correlation analysis:
In this subsection of analysis, correlation was done. Correlation is used to

find out the significant relation between two variables. The dependent variable
used for this study is quality of work-life (QWL) and the independent variables
are the socio-psychological variables such as leadership styles, work culture,
employee attitude to job, occupational self efficacy, employee participation
in non-work related activities, self concept and employee perception about
the company. Correlation is done to find out the strength of relationship
between quality of work-life (QWL) and socio-psychological variables.
Null Hypothesis: There is no significant relation between the select socio-

psychological factors and quality of work-life
To test the 20th hypothesis, there is no significant relation between the

select socio-psychological factors and quality of work-life, the correlation
coefficient is found for all the socio-psychological factors. The results are
summarized in table. 4.2.5.1
295
Table 4.2.5.1
Correlation analysis for significant relationship between socio-psychological
factors and quality of work-life
Quality of Employee Employee
Socio-psychological factors
Work-Life Performance Satisfaction
Leadership Style
0.582** 0.367** 0.388**
Work culture
0.520** 0.260** 0.163**
0.511** 0.532** 0.430**
Occupational Self Efficacy
0.329** 0.171** 0.085
Employee Participation in
0.385** 0.474** 0.251**
Non-Work Related Activities
Self Concept
0.509** 0.114* 0.066
Employee Perception
0.450** 0.511** 0.249**
Table 4.2.5.1 reveals that the correlation coefficient between leadership

styles and QWL is 0.582 which indicates 58.2% positive relationship between
leadership styles and QWL and is significant at 1% level. Similarly 52% between
work culture and QWL, 51.1% between employee attitude to job and QWL,
32.9% relationship between occupational self efficacy, 38.5% relationship
between employee participation in non-work related activities and QWL, 50.9%
relationship between self concept and QWL and 45.0% relationship between
employee perception about the company and QWL all of them are positively
correlated with QWL and are significant at 1% level. Hence the null hypothesis
is rejected at 1% level.
4.2.5.2 Testing of 21st hypothesis
Null Hypothesis: There is no significant relation between employee

performance and quality of work-life; employee satisfaction
296
and quality of work-life; and between employee
performance and employee satisfaction.
To test the 21st hypothesis, there is no significant relation between socio-

psychological factors and quality of work-life, the correlation coefficient was
found for all the socio-psychological factors. The results are summarized in
Table. 4.2.5.2
Table 4.2.5.2
Correlation analysis for significant relationship between employee
performance and quality of work-life
Quality of Employee Employee
Variables Work-Life Performance Satisfaction
Quality of Work-Life
1.000 0.363** 0.431**
Employee Performance
- 1.000 0.425**
Employee Satisfaction
- - 1.000
Table 4.2.5.2 reveals that the correlation coefficient between QWL and
employee performance is 0.363 which indicate 36.3% positive relationship
between QWL and employee performance, 43.1% positive relationship between
QWL and employee satisfaction and 42.5% positive relationship between
employee performance and employee satisfaction and all are significant at 1%
level. Hence the null hypothesis is rejected at 1% level.
4.2.6. Multiple Regression Analysis:
In this subsection of analysis, multiple regression was done. Regression is

the determination of statistical relationship between two or more variables. In
simple regression two variables are used. One variable (independent) is the cause
of the behavior of another one (dependent). When there are more than two
independent variables, the analysis concerning relationship is known as multiple
297
correlations and the equation describing such relationship is called the multiple
regression equation.
Regression analysis is concerned with the derivation of an appropriate

mathematical expression which is derived for finding values of a dependent
variable on the basis of independent variable. It is thus designed to examine the
relationship of a variable Y to a set of other variables X1, X2, X3.Xn. the
most commonly used linear equation in Y=b1 X1 + b2 X2 ++ bn Xn + b0
Here Y is the dependent variable, which is to be found. X1, X2,and Xn

are the known variables with which predictions are to be made and b1, b2 ,.bn
are coefficient of the variables.
In this study, the dependent variable is QWL; independent variables are:

leadership styles, work culture, employee attitude to job, occupational self
efficacy, employee participation in non-work related activities, self concept and
employee perception and analysis are discussed as follows:
4.2.6.1. Multiple Regression of Quality of Work-Life on Socio-psychological

factors:
In this regression, dependent variable is quality of work-life (QWL) and

the independent variables are: leadership styles, work culture, employee attitude
to job, occupational self efficacy, employee participation in non-work related
activities, self concept and employee perception about the company which are
listed below:
Dependent variable : Quality of work-life (Y)

Independent variables: 1. Leadership styles (X1)
2. Work culture(X2)
3. Employee attitude to job(X3)
4. Occupational self efficacy(X4)
5. Employee participation in non-work related
activities(X5)
6. Self concept(X6)
7. Employee perception about the company(X7)
298
Multiple R value : 0.765
R Square value : 0.585
F value : 99.026
P value : 0.000**
Table. 4.2.6.1
Variables in the multiple regression analysis
Standardized
Variables Unstandardized
SE of B Coefficients t value P value.
Coefficients(B)
()
Constant
-5.715 2.597 - 2.201 0.028*
Leadership Styles (X1) 0.631 0.082 0.277 7.650 0.000**

Work Culture (X2) 0.379 0.088 0.160 4.315 0.000**
Employee Attitude to
0.341 0.095 0.136 3.586 0.000**
job (X3)
Occupational self
0.232 0.085 0.091 2.739 0.006**
efficacy (X4)
Employee participation
in non-work (X5) 0.339 0.053 0.214 6.370 0.000**
Self Concept (X6) 0.807 0.090 0.297 8.923 0.000**

Employee Perception
0.077 0.162 0.018 0.475 0.635
(X7)
*denotes significant at 5% level
Table 4.2.6.1 shows that the multiple correlation coefficient is 0.765 and it
measures the degree of relationship between the actual values and the predicted
values of the QWL. Because the predicted values are obtained as linear
combination of leadership styles, organization culture, employee attitude to job,
self concept and employee perception, the coefficient value of 0.765 indicates
that the relationship between QWL and socio-psychological factors is quite
strong and positive.
The Coefficient of Determination R-square measures the goodness-of-fit

of the estimated Sample Regression Plane (SRP) in terms of the proportion of the
variation in the dependent variables explained by the fitted sample regression
299
equation. Thus the value of R-square is 0.585 simply means that about 58.5% of
the variation in QWL is explained by the estimated SRP that uses socio-
psychological factors as the independent variables and R square value is
significant at 1 percent level.
The multiple regression equation is
Y= -5.715+0.631X1+0.379X2+0.341X3+0.232X4+0.339X5+0.807X6+0.077X7
Here the coefficient of X1 is 0.631 represents the partial effect of

leadership styles on QWL, holding the other variables as constant. The estimated
positive sign implies that such effect is positive that QWL score would increase
by 0.631 for every unit increase in leadership styles and this coefficient value is
significant at 1% level. The coefficient of X2 is 0.379 which represents the partial
effect of work culture on QWL, holding the other variables as constant. The
estimated positive sign implies that such effect is positive that QWL score would
increase by 0.379 for every unit increase in work culture and this coefficient
value is significant at 1% level. The coefficient of X3 is 0.341 which represents
the partial effect of employee attitude to job on QWL, holding the other variables
as constant. The estimated positive sign implies that such effect is positive that
QWL score would increase by 0.341 for every unit increase in employee attitude
to job and this coefficient value is significant at 1% level. The coefficient of X4 is
0.232 which represents the partial effect of occupational self-efficacy on QWL,
holding the other variables as constant. The estimated positive sign implies that
such effect is positive that QWL score would increase by 0.232 for every unit
increase in occupational self efficacy and this coefficient value is significant at
1% level. The coefficient of X5 is 0.339 which represents the partial effect of
employee participation in non-work related activities on QWL, holding the other
variables as constant. The estimated positive sign implies that such effect is
positive that QWL score would increase by 0.339 for every unit increase in
employee participation in non-work related activities and this coefficient value is
300
significant at 1% level. The coefficient of X6 is 0.807 which represents the partial
effect of self concept on QWL, holding the other variable as constant. The
estimated positive sign implies that such effect is positive that QWL score would
increase by 0.379 for every unit increase in self concept and this coefficient value
is significant at 1% level. The coefficient of X7 is 0.077 which represents the
partial effect of employee perception about the company on QWL, holding the
other variables as constant. The estimated positive sign implies that such effect is
positive that QWL score would increase by 0.077 for every unit increase in
employee perception about the company and this coefficient value is not
significant at 1% level.
Based on standardized coefficient value, X6 (self concept) is the most

important factor to improve quality of work-life (QWL) followed by X1
(leadership styles), X2 (work culture), X3 (employee attitude to job), X5
(employee participation in non work related activities), X5 (occupational self
efficacy) and X7 (employee perception about the company).
4.2.6.2 Multiple Regression of employee performance on Socio-psychological

variables, employee satisfaction and QWL.
In this regression, dependent variable is employee performance and the

independent variables are leadership styles, work culture, employee attitude to
job, occupational self efficacy, employee participation in non-work related
activities, self concept, employee perception about the company, employee
satisfaction and quality of work life (QWL) which are listed below.
Dependent variable : Employee performance (Y)

Independent variables: 1. Leadership styles (X1)
2. Work culture(X2)
3. Employee attitude to job(X3)
4. Occupational self efficacy(X4)
5. Employee participation in non-work related
activities (X5)
6. Self concept(X6)
7. Employee perception about the company(X7)
8. Employee satisfaction(X8)
9. Quality of work life(X9)
301
Multiple R value : 0.683
R Square value : 0.467
F value : 47.611
P value : 0.000**
Table 4.2.6.2
Variables in the multiple regression analysis
Unstandard Standardize t
Variables P value.
ized Co- SE of B d value
efficients(B) Coefficients
Constant -1.123 0.838 - 1.340 0.181
Leadership (X1) 0.007 0.028 0.011 0.260 0.002**
Work Culture(X2) 0.003 0.028 0.005 0.122 0.003**
Employee attitude(X3) 0.135 0.031 0.194 4.327 0.000**
Occupational Self efficacy
0.083 0.027 0.119 3.101 0.002**
(X4)
Employee Participation (X5) 0.127 0.017 0.291 7.310 0.000**
Self Concept (X6) 0.012 0.031 0.016 0.379 0.003**
Employee Perception (X7) 0.339 0.051 0.283 6.702 0.000**
Employee Satisfaction (X8) 0.373 0.063 0.234 5.937 0.000**
QWL (X9) 0.032 0.015 -0.117 2.188 0.029*
*denotes significant at 5% level
The multiple correlation coefficient 0.683 measures the degree of

relationship between the actual values and the predicted values of the QWL.
Because the predicted values are obtained as linear combination of leadership
styles, organization culture, employee attitude to job, occupational self efficacy,
employee participation in non-work related activities, self concept and employee
perception, the coefficient value of 0.683 indicates that the relationship between
employee performance and socio-psychological factors of QWL and employee
satisfaction is quite strong and positive.
The Coefficient of Determination R-square measures the goodness-of-fit

of the estimated Sample Regression Plane (SRP) in terms of the proportion of the
variation in the dependent variables explained by the fitted sample regression
302
equation. Thus the value of R-square is 0.467 means that about 46.7% of the
variation in QWL is explained by the estimated SRP that uses socio-
psychological factors as the independent variables and R square value is
significant at 1 percent level.
The multiple regression equation is
Y= -1.123 + 0.007X1 +0.003X2 +0.135X3 +0.083X4 +0.127X5 + (-0.012)

X6 + 0.339X7 +0.373X8 + -0.032X9
In the above equation, the coefficient of X1 is 0.007 represents the partial

effect of leadership styles on employee performance, holding the other variables
as constant. The estimated positive sign implies that such effect is positive that
QWL score would increase by 0.007 for every unit increase in leadership styles
and this coefficient value is not significant at 5% level. The coefficient of X2 is
0.003 represents the partial effect of work culture on employee performance,
holding the other variables as constant. The estimated positive sign implies that
such effect is positive that employee performance score would increase by 0.003
for every unit increase in work culture and this coefficient value is not significant
at 5% level. The coefficient of X3 is 0.135 represents the partial effect of
employee attitude to job on employee performance, holding other variables as
constant. The estimated positive sign implies that such effect is positive that
employee performance score would increase by 0.135 for every unit increase in
employee attitude to job and this coefficient value is not significant at 1% level.
The coefficient of X4 is 0.083 represents the partial effect of occupational self
efficacy on employee performance, holding the other variables as constant. The
estimated positive sign implies that such effect is positive that employee
performance score would increase by 0.083 for every unit increase in
occupational self efficacy and this coefficient value is significant at1% level. The
coefficient of X5 is 0.127 represents the partial effect of employee participation
in non-work related activities on employee performance, holding the other
303
positive that employee performance score would increase by 0.127 for every unit
increase in employee participation in non-work related activities and this
coefficient value is significant at1% level. The coefficient of X6 is 0.012
represents the partial effect of self concept on employee performance, holding
the other variables as constant. The estimated positive sign implies that such
effect is positive that employee performance score would increase by 0.012 for
every unit increase in self concept and this coefficient value is significant at 5%
level. The coefficient of X7 is 0.339 represents the partial effect of employee
perception about the company on employee performance, holding the other
positive that employee performance score would increase by 0.339 for every unit
increase in employee perception about the company and this coefficient value is
significant at 1% level. The coefficient of X8 is 0.373 represents the partial effect
of employee satisfaction on employee performance, holding X9 as constant. The
estimated positive sign implies that such effect is positive that employee
performance score would increase by 0.373 for every unit increase in employee
satisfaction and this coefficient value is significant at 1% level. The coefficient
of X9 is 0.032 represents the partial effect of quality of work-life on employee
performance, holding the other variables as constant. The estimated positive sign
implies that such effect is positive that employee performance score would
increase by 0.032 for every unit increase in quality of work-life and this
coefficient value is significant at 1% level.
Based on standardized coefficient value, X8 (employee satisfaction) is the

most important factor to improve employee performance followed by X7
(employee perception about the company), X3 (employee attitude to job), X5
(employee participation in non work related activities, X4 (occupational self
efficacy), X1 (leadership styles), X2 (work culture) and X6 (self concept).
304
4.2.7. Structural equation modeling
Structural equation modeling is a tool for analyzing multivariate data that

has been long known in marketing to be especially appropriate for theory testing
(Bagozzi, 1980). Structural equation models go beyond ordinary regression
models to incorporate multiple independent and dependent variables as well as
hypothetical latent constructs that clusters of observed variables might represent.
They also provide a way to test the specified set of relationships among observed
and latent variables as a whole, and allow theory testing even when experiments
are not possible. As a result, these methods have become ubiquitous in all social
and behavioral sciences (MacCallum and Austin, 2000).
In this subsection of analysis, structural equation modeling is done.

Structural equation modeling is done to find out whether the conceptual model
developed by the researcher is fit or not. Figure 5.1 depicts the structural
equation model of employee performance.
Variables in the structural equation model are
I. Observed, endogenous variables

1. Quality of work life (QWL)
2. Employee satisfaction
3. Employee performance
II. Observed, exogenous variables
1. Employee attitude to job
2. Occupational self efficacy
3. Work culture
4. Leadership styles
5. Employee participation in non-work related activities
6. Self concept
7. Employee perception about the company
305
III. Unobserved, exogenous variables
e1: error term for QWL

e2: error term for employee satisfaction
e3: error term for employee performance
Hence number of variables used in the SEM is:
Number of variables in the model: 13

Number of observed variables: 10
Number of unobserved variables: 3
Number of exogenous variables: 10
Number of endogenous variables: 3
306
Figure 5.1
Structural Equation Model of Employee Performance
13.07
Leadership
Style
5.61 12.04 -4.96
Work
5.53
Culture -1.17 -2.88
3.83 .46
10.74
2.10
30.25 1.67
Employee 9.72
4.57 .25
Attitude e1 e2
5.97 e3
1.64 .47 1 1 1
2.42 10.58
2.88
Occupational .28
7.55 Self-Efficacy .09 Employee 2.32 Employee
4.17
3.16 QWL Satisfaction Performance
-1.27 .41
2.93 2.49 27.07
3.22 3.81 Employee .50

Participation
1.41 .54
.15 9.24
3.09 Self-
Concept
1.45
3.58
Employee
Perception
307
Table 4.2.7.1
Variables in the structural equation model analysis
Standa
Unstanda
rdized t
Variables rdized S.E. p value
coeffici value
coefficient
ent
QWL <--- Leadership 0.463 0.068 0.203 6.773 <0.001**
QWL <--- Work
0.246 0.072 0.104 3.412 <0.001**
Culture
QWL <--- Employee
Attitude to 0.475 0.079 0.189 6.035 <0.001**
Job
QWL <--- Occupational
0.281 0.070 0.111 4.037 <0.001**
Self-Efficacy
QWL <--- Employee
0.413 0.045 0.261 9.230 <0.001**
Participation
QWL <--- Self Concept 0.498 0.075 0.184 6.643 <0.001**
QWL <--- Employee
0.541 0.133 0.124 4.070 <0.001**
Perception
Employee
0.092 0.009 0.531 9.741 <0.001**
Satisfaction <--- QWL
Employee
Performance <--- Employee 2.323 0.248 1.455 9.379 <0.001**
Satisfaction
Note: ** denotes significance at 1% level
The Table 4.2.7.1 shows that the coefficient of leadership styles is 0.463
which represents the partial effect of perception towards leadership on QWL,
holding work culture, employee attitude, occupational self efficacy, employee
participation, self concept, employee performance, QWL and employee
satisfaction as constant. The estimated positive sign implies that such effect is
positive that QWL would increase by 0.463 units for every unit increase in
leadership styles and this coefficient value is significant at 5% level. The
coefficient of organization culture is 0.246 which represents the partial effect of
work culture towards QWL holding employee attitude, occupational self
efficacy, employee participation, self concept, employee performance, QWL and
employee satisfaction as constant. The estimated positive sign implies that such
308
effect is positive that QWL would increase by 0.246 units increase in work
culture towards QWL and this coefficient value is not significant at 5% level.
The coefficient of employee attitude to job is 0.475 which represents the partial
effect of employee attitude towards QWL, holding occupational self-efficacy,
employee participation, self concept, employee performance, QWL and
employee satisfaction as constant. The estimated positive sign implies that such
effect is positive that QWL would increase by 0.475 units increase in employee
attitude towards QWL and this coefficient value is significant at 5% level. The
coefficient of occupational self-efficacy towards QWL is 0.281 which represents
the partial effect of occupational self-efficacy towards QWL, holding employee
participation, self concept, employee performance, QWL and employee
positive that QWL would increase by 0.281 units increase in occupational self
efficacy and this coefficient value is significant at 5% level. The coefficient of
employee participation towards QWL is 0.413 which represents the partial effect
of employee participation towards QWL, holding self concept, employee
performance, QWL and employee satisfaction as constant. The estimated positive
sign implies that such effect is positive that QWL would increase by every unit
increase in employee participation and this coefficient value is significant at 5%
level. The coefficient of self concept is 0.498 which represents the partial effect
of self concept on QWL, holding employee performance, QWL and employee
positive that QWL would increase by 0.498 units increase in self concept and this
coefficient value is significant at 5% level. The coefficient of employee
performance is 0.541 which represents the partial effect of employee
performance on QWL holding, QWL and employee satisfaction as constant. The
estimated positive sign implies that such effect is positive that QWL would
increase by 0.541 units increase in employee performance and this coefficient
value is significant at 5% level. The coefficient of QWL is 0.092 which
represents the partial effect of QWL on employee satisfaction, holding employee
309
positive that QWL would increase by 0.092 units increase in QWL and this
coefficient value is significant at 5% level. The coefficient of QWL is 2.323
which represent the partial effect of employee satisfaction on employee
performance, holding leadership, work culture, employee attitude to job,
self concept, and QWL as constant. The estimated positive sign implies that such
effect is positive that employee performance would increase by 2.323 units
increase in employee satisfaction and this coefficient value is significant at 5%
level. Model fit summary of SEM is given in Table 4.2.7.2.
Table 4.2.7.2
Model fit summary of SEM
Variable Value
Chi-square value 14.936
P value 0.245
GFI 0.955
AGFI 0.948
CFI 0.915
RMSEA 0.057
GFI AND AGFI:
The Goodness of Fit statistic (GFI) was created by Joreskog and Sorbom
as an alternative to the Chi-square test and calculates the proportion of variance
that is accounted for by the estimated population covariance (Tabachnick and
Fidell, 2007). By looking at the variances and covariances accounted for by the
model it shows how closely the model comes to replicating the observed
covariance matrix (Diamantopoulos and Siguaw, 2000). This statistic ranges
from 0 to 1 with larger samples increasing its value. When there are a large
number of degrees of freedom in comparison to sample size, then GFI has a
download bias (Sharma et al., 2005). In addition, it has also been found that the
310
GFI increases as the number of parameters increases (MacCallum and Hong,
1997) and has also an upward bias with large samples (Bollen, 1990; Miles and
Shevlin, 1998). Traditionally an omnibus cut-off point of 0.90 has been
recommended for the GFI, however, similar studies have shown that when factor
loadings and sample sizes are low a higher cut-off of 0.95 is more appropriate
(Miles and Shevlin, 1998).
Where Fk is the minimum fit function after a SEM model has been
estimated using K degrees of freedom; F0 is the fit function that would result if all
parameters were zero.
A model that fits well produces a ratio of FK/F0 that is quite small.
Conversely, a model that does not fit well produces FK/F0 that is relatively large
because Fk would not differ much from F0. In the extreme, if a model failed to
explain any true covariance between measured variables, Fk/F0 would be 1,
meaning the GFI would be 0.
Related to GFI is the AGFI (Adjusted Goodness of Fit Index) which

adjusts the GFI based upon the degrees of freedom, with more saturated models
reducing fit (Tabachnick and Fidell, 2007). Thus, more parsimonious models are
preferred while others are penalized for complicated models. In addition to this,
AGFI tends to increase with sample size. As with GFI, value for the AGFI also
ranges between 0 and 1 and it is generally accepted that values of 0.90 or greater
indicate well fitting models.
CFI:
The Comparative Fit Index (CFI: Bentler, 1990) is a revised form of the
NFI which takes into account sample size (Byrne, 1998) that performs well even
when sample size is small (Tabachnick and Fidell, 2007). This index was first
311
introduced by Bentler (1990). Like the NFI, this statistic assumes that all latent
variables are uncorrelated (null/independence model) and compares the sample
covariance matrix with this null model. As with NFI, values of this statistic range
between 0.0 and 1.0 with values closer to 1.0 indicating good fit. A cut-off
criterion of CFI0.90 was initially advanced. However, recent studies have
shown that a value greater than 0.90 is needed in order to ensure that mis-
specified models are not accepted (Hu and Bentler, 1999). From this a value of
CFI0.95 is presently recognized as indicator of good fit (Hu and Bentler, 1999).
The general computational form of the CFI is
The subscript k represents values associated with the researchers

specified model or theory that is the resulting fit with k degrees of freedom. The
subscript N denotes values associated with the statistical null model.
Additionally, the equation is normed to values between 0 and 1 with higher
values indicating better fit by substituting an appropriate value (i.e., 0) if a 2
value is less than the corresponding degrees of freedom.
RMSEA:
The Root Mean Square Error of Approximation (RMSEA) tells how well
the model, with unknown but optimally chosen parameter estimates would fit the
populations covariance matrix (Bryne, 1996). In recent years it has become
regarded as one of the most informative fit indices (Diamantopoulos and
Siguaw, 2000:85) due to its sensitivity to the number of estimated parameters in
the model. In other words, the RMSEA favors parsimony in that it will choose
the model with lesser number of parameters. Recommendations for RMSEA cut-
off points have been reduced considerably in the last fifteen years. Until the early
nineties, an RMSEA in the range of 0.05 to 0.10 was considered as an indication
of fair fit and values above 0.10 indicated poor fit (MacCallum et al., 1996). It
312
was then thought that an RMSEA of between 0.08 to 0.10 provides a mediocre fit
and below 0.08 shows a good fit (MacCallum et al., 1996).
Computation of RMSEA is rather straightforward and provided to

demonstrate how statistics tries to correct the problems of using the 2 statistic
alone.
It was noticed that df are subtracted from the numerator in an effort to

capture model complexity. The sample size is used in the denominator to take
into account. To avoid negative values, the numerator is set to 0 if df k exceeds
2.
From the Table 4.2.7.2, it is found that the calculated P value is 0.245,
which is greater than 0.05 which indicates perfect fit. Here GFI (Goodness of Fit
Index) and AGFI (Adjusted Goodness of Fit Index) values are greater than 0.9
which represent as a good fit. The calculated CFI (Comparative Fit Index) is
0.915 which means that it is a perfect fit and also it is found that RMSEA (Root
mean square error of approximation) value is 0.057 which is lesser than 0.10
which indicates that it is perfect fit.
4.3 CONCLUSION:
The analysis and interpretation done using various statistical tools in SPSS
16.0 version and SEM are discussed in detail in this chapter. As the broad
objective of the present study is to find out whether the select socio-
psychological variables contribute to QWL or not, the study results clearly
revealed that there is significant relationship between all the socio-psychological
variables and QWL. Another important objective of the present study was to test
the conceptual model developed by the researcher. The model is found to be fit,
which tells that socio-psychological factors contributing to QWL lead to
313
employee satisfaction and eventually lead to employee performance. So the BPO
companies should consider the socio-psychological aspects of QWL mentioned
in the present study in order to achieve employee satisfaction and to improve
employee performance, thus achieving organizational excellence.
The findings indicate that there is strong relationship between the

managers leadership style and the work culture of the organization. Further,
specific relationships were discovered between work culture and quality of work
life of employees. It means that managers leadership style is instrumental in
establishing a congenial work culture and climate in the organization which in
turn leads to quality of work life of employees (Chirayath, 2007). Positive
relationships were found between attitude of the employees to their job,
occupational self efficacy, self concept of employees, and quality of work-life.
Significant and positive relationship is indicated between work culture, employee
attitude to their job and also their job satisfaction. A motivated work force
working in the right environment will result in higher productivity, greater
passion for business and deeper engagement with customers (Chirayath and
Venugopal, 2011). Work culture is a powerful variable in determining the
employee attitude and their job satisfaction (Chirayath, 2007, 2008). Significant
positive relationship is established between organizational climate and employee
morale (Chirayth, 2009). Hence BPO companies should give maximum care to
establish a congenial work environment which is marked by harmonious
interpersonal relationships where employees can grow and develop, making
every BPO company in Hyderabad a better place for working, learning and
living.
Every organization is a socio-psychological system; employees work in

groups, hence the interaction of organizational behavior of role participants at
various levels of the organization may be assumed to play a significant role in
creating a work culture. This work culture affects the quality of services rendered
by the company to its on-shore and off-shore clients. So it is essential for
314
employees and the managers to function as effective teams by understanding
each other including oneself.
It was also found that positive relationships exist between quality of work-
life and employee satisfaction and employee performance. Hence, measures
should be taken to improve the quality of the work-life of employees to enhance
their satisfaction and their performance, that is, productivity. Towards this
purpose, both hygiene factors and motivators in the work environment should
be improved. It is not that only motivators should be taken care of or only
hygiene factors should be taken care of. For a young employee, at least in the
initial years of his career, hygiene factors in the work environment are very
important. As mentioned in Chapter 1, seventy percent of BPO employees are
below thirty-five years of age (Gen Y).
Considerable evidences exist to prove that attrition is a major cause of

concern for the BPO companies (Table 4.1.1.10). BPO companies should have
no stones unturned from better pay to improved work culture to retain their
talent. The key to employee retention is to look beyond salaries and move smart
people management tools and practices. In fact, this era is marked for its war for
talent. Retaining employees is one of the most crucial challenges for companies
in the IT and ITES-BPO sector. With attrition rates in double digits, companies
struggle to make their employees stay long with them. According to Govil ,
senior vice president and global HR head, Wipros IT business (2012), every
two years the dynamics of the employer-employee relationship changes, in the
fourth quarter, Wipros annualized employee attrition fell year- on year by 6.5%
to 14.4 percent. This is a clear reflection of the fact that our engagement
measures are working. (The Hindu Business Line, Friday, July, 13, 2012). The
reasons for which the young professionals leave the company are: higher studies,
better opportunities and personal factors. The 1-3 year old in the company has
high levels of aspirations, many women employees get married and relocate to
other cities. As more and more young women enter IT-BPO sector, HR managers
315
are compelled to review, revise and revitalize their HR policies so as to
accommodate female professionals. Women who work in night shifts have to be
taken care of by the company for their safety. Reliable and honest cab drivers
have to be arranged by the company to bring the women employees from their
homes and drop them back safely at odd hours of the night. Many women are
compelled to leave the job after the birth of the child. Ironically, a womans
productive years are also her reproductive years. Three months maternity leave is
an issue for many companies, at the same time career need to be attractive for
women. Many mid-career women quit the job to take care of their family and
children and also the elder parents who stay with them. Companies should realize
that investing in women work force makes good business sense and retaining the
female talents makes even better sense both for the companys profile as well as
its political correctness. Many of the problems which female employees face are
country-specific but there is one serious issue which is global and that is the
work life balance. Work life balance of employees is a major challenge for HR
managers. Flexible working hours, working at home, working on a part-time
basis are all good, but at the end of the day every employee has to be evaluated.
Women also should realize that they need to take care of their jobs along with
their children. They cannot take off for six months, join and then say bye-bye
to the company. This approach is totally unprofessional. One peculiar problem
which Indian families face is: India has extremely powerful women in politics,
business and governance. But at home it is a different story. Men do not help in
household tasks. Another peculiarity of Indian and Chinese culture is that
marriage is the ultimate goal for women. These stereotypes and mindsets need to
change.
The anchor for staying in a company for a longer period would be based
on factors like the role, growth, job satisfaction, work environment and not just
the money (Raja Simhan, T.E., The Hindu business line, Friday, July 13, 2012).
The strategy for filling up the talent gap would be that of mixing of hiring and
316
accelerated learning programs through need-based training. Moreover, talent
retention is very much crucial for delivery and also for client satisfaction. HR
department should conduct talent review and planning process periodically. High
potential talent pool should be identified and career advancement plans should be
chalked out for them along with differential rewards. At the same time it should
also be remembered that compensation is not the only way to make the
employees feel valuable and wanted. A singular focus on compensation to attract
and retain talent is inappropriate because it comes with limited shelf-life and
feasibility (Shankar Srinivasan, Chief People Officer, Cognizant Technology
Solutions, The Hindu Business Line, Friday, July 13, 2012). Instead, companies
should focus more on employee empowerment programs. Creating an
entrepreneurial culture that encourages responsibility, commitment, sharing and
excellence across all layers will go a long way to combat the alarming attrition in
BPO companies. This would definitely give the associates a free hand to push the
limits of imagination in doing what they think which is good for the customers
as well as the company. Employees should be given the right tools to replicate
their digital lives in the work place to engage them better, enhance the quality of
services given to the clients and improve overall performance of the company.
Cognizant 2.0 which is a web 2.0 based platform, is a case in hand. It serves as a
virtual town square for over 140,000 Cognizant associates and over 100,000
active users who share knowledge such as best practices, process guidance and
technological artifacts across the companys global delivery network and
collaborate on hundreds of projects worldwide.
Improving the quality of work-life of employees should be a constantly

evolving procedure, hence HCL Technologies believes in the practice of
Employees First. HCL believes that career development and growth within the
organization are critical factors towards enhancing the QWL and thus retaining
employees. The company encourages its employees to focus on continuous
learning and growth- both from career as well as individual development
317
perspective and provides various avenues to pursue the same. Companies should
realize that to keep a momentum of business and revenues, they need to
strategize newer ways of retaining and motivating employees. Keeping pace with
skill redundancy is the key to retaining talent. They should use sophisticated
forecasting techniques by which they can predict who may potentially leave and
can program to retain top talent. Analytics on retention trends and demographics
play a major role in managing a multi-cultural and multi-generation environment.
The major findings, suggestions for further research and implications of

the study are presented in chapter V.
318

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CHAPTER 4

ANALYSIS AND INTERPRETATION

In the previous chapter, the research methodology employed by the

4.1 DESCRIPTIVE STATISTICS

As mentioned above, Section 1 deals with descriptive statistics of the 500

4.1.1 Descriptive analysis of the sample

Percentage analysis is one of the statistical measures used to describe the

Age-wise distribution of sample

Age Group in years Frequency Percentage

Gender-wise distribution of sample

Gender Frequency Percentage

Male 226 45.2

Female 274 54.8

Total 500 100.0

Marital-status-wise distribution of the sample

Marital Status Frequency Percentage

Single 354 70.8

Married 146 29.2

Total 500 100.0

Educational qualification-wise distribution of the sample

Upto H.Sc 97 19.4

Under Graduate 264 52.8

Post Graduate 118 23.6

Total 500 100.0

Table 4.1. 1.5

Job nature-wise distribution of the sample

Nature of Job Frequency Percentage

Technical 131 26.2

Non Technical 369 73.8

Total 500 100.0

Income (salary)-wise distribution of the sample

Below 10,000 326 65.2

10,001-20,000 107 21.4

Total 500 100.0

Total work experience in years

Below 2 275 55.0

2-6 139 27.8

Total 500 100.0

Experience in the present organization

Below 2 316 63.2

2-6 124 24.8

Total 500 100.0

4.2 Inferential Statistics

Inferential statistics, unlike descriptive statistics, brings out inferences

4.2.1.1 Testing of 1st hypothesis

Null Hypothesis: There is no significant difference between male and female

To test the 1st hypothesis, there is no significant difference between male

As mentioned earlier, there is no significant difference between male and

4.2.1.2 Testing of the 2nd hypothesis

Null Hypothesis: There is no significant difference between married and

To test the 2nd hypothesis, there is no significant difference between

t test for significance of difference between married and unmarried

Socio Psychological Marital

Self Concept Unmarried 24.32 3.00 0.366 0.715

A similar finding is reported by Chirayath (2009). In her study on the

The mean scores of married employees on employee participation in non-

Lengthy working hours, ambitious targets set by the employer and

4.2.1.3 Testing of the 3rd hypothesis

Null Hypothesis: There is no significant difference between technical and