3.

CONCEPTUAL FRAMEWORK AND RESEARCH

METHODOLOGY

3.1. Introduction

This chapter describes the methods used to study the relationship between the
Independent Variables and the Dependent Variables and discuss the research
design undertaken in the investigation of the hypothesis. This chapter outlines the
research design, the sources of data collected, unit of analysis, the population
frame, the sample and sampling technique used in the research, the measurement,
the collection and administration of data and the technique of analyzing data.

3.2. Research Design

A research design is the set of methods and procedures used in collecting and
analyzing measures of the variables specified in the problem research. Creswell,
John W. (2014).A Research design is a framework to conduct the research. It
specifies the procedures necessary to obtain the information needed to structure
and to solve the research problem. (Malhortia,1999).

The design of a study defines the relationship between job stress and employee
performance in a tele marketing department at abc company. The research design
framework that has been created to find answers to research questions. This
model is a graph-based diagram template for describing an expanding or extending
relationship between several concepts.

Here the researcher mainly based on onion model (Saunders, Thornhill, & Lewis,
2009). In order to build an effective methodology with the guide of the onion
model. Initially the researcher philosophy, then researcher has stated the researcher
approach, third researcher has finalized the research strategy. In the fourth layer of
the onion model is the research methods. Fifth, time horizon is described and as
Sixth, the final layer of the onion model, the data collection methodology can be
identified. (“Research Onion-Explanation of the concept”,2015).

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 Fig: 3.2. Research Onion
Source: (Saunders, Thornhill, & Lewis, 2009)

3.2.1. Research Philosophy

It is a belief about the way in which data about a phenomenon should be gathered,
analyzed and used. (Galliers, 1991). There are several types of philosophy such as
positivism, interpretivism, realism and pragmatism. (Saunders, Thornhill, & Lewis,
2009). The researcher has focused on pragmatism as this philosophy is based on
independent variable and visible source.

42
3.2.2. Research Approaches

Approaches of research are divided into two: Inductive approach and the deductive
approach. Inductive approach begins with a research question and the collection of
empirical data, which are used to generate hypothesis and theory.

Tentative
Observation Pattern Theory
Hypothesis

Fig 3.2.2.1 Research Approaches-Inductive Approach

Source: (Saunders, Thornhill, & Lewis, 2009)

Deductive approaches usually begin with a theory driven hypothesis, which guide
towards data collection and analysis. In brief, the hypothesis will be developed
from the existing theories and then the research strategy will be developed in order
to test theses hypothesis.

Theory Hypothesis Observation Confirmation

Fig 3.2.2.2 Research Approaches-Deductive Approach

Source: (Saunders, Thornhill, & Lewis, 2009)

Deductive approach is the method used by the researcher since it is the suitable
model as the researcher is going to test the identified hypothesis. Ultimately the
establishing of strong facts would be displayed by the researcher through a
comprehensive data analysis to prove the hypothesis identified.

43
3.2.3. Research Strategy

There are several strategy according to (Saunders, at., el.,2009) such as

experimental, survey, case study, Action research, Grounded theory, ethnography
and archival research. Survey method will be taken as it is an effective method of
research strategy. This survey method acquires information from distinct
population and it is done through data collection tools such as an online hosted
questionnaire and the interviews.

3.2.4. Research Method

There are three types of methods such as mono method, mixed method and multi
method in the fourth layer of the Saunders onion model. (Saunders, Thornhill, &
Lewis, 2009). Mixed method is being implemented by the researcher in conducting
this research.

3.2.5 Time Horizon

There are two time horizons in the onion model which are cross sectional and
longitudinal time horizons. The cross sectional time horizon will be utilized in this
study due to the time frame of the researcher accordingly.

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3.3. Variables

3.3.1. Independent Variables

An independent variable is defining as the variable that is changed or controlled in

a scientific experiment. It represents the cause or reason for an outcome.
Independent variables are the variables that the experimenter changes to test
their dependent variable. A change in the independent variable directly causes a
change in the dependent variable. Dodge, Y. (2003). In this study, the attributes of
job stress are as following:

-Performance Pressure

-Workload Pressure

-Role Ambiguity

As mentioned above this was a survey based study. Therefore, questionnaire

method was adopted to collect data to find out how job stress influence employee
performance, a pilot test was conducted by the researcher with the selected group
of respondents and the questionnaire was modified based on the feedback received
from the respondent in the pilot test.

3.3.2. Dependent Variable

Dependent variable is the variable being tested and measured experiment. The
dependent variable is 'dependent' on the independent variable. As the experimenter
changes the independent variable, the effect on the dependent variable is observed
and recorded. Dodge, Y. (2003). Dependent variable is monitored by the researcher,
expected to be affected by a manipulation of independent variable. In this research
the below one is the dependent variable of the research.
-Employee performance

3.4. Conceptual Framework

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The conceptual framework is the foundation on which the entire research is based
on. It is logically developed and described the relationship of the constructors.
Based on the Literature review and research problem researcher has constructed the
conceptual framework. The conceptual framework has been designed to study the
relationship between employees’ job stress and the factors that affect employee
performance in the tele marketing department of abc company. The independent
variables are the predictors of the job stress. On the other hand, the employee
performance is the dependent variable

Following figure elaborates the conceptual framework of the research.

Independent Variable Dependent Variable

Employee Performance
Job Stress

Performance
Pressure

Work Load
Pressure

Role Ambiguity

Fig 3.4. Conceptual Framework

Source: (Researcher Constructed)

3.5. Operationalization of Variables

Operationalization is the process by which a researcher defines how a concept is

46
measured, observed, or manipulated within a particular study. Emilio, R. (2003).
The following are the operationalization of the variables. The concept, variables,
measuring indicators statement, measurement method, source and the questions is
being described in brief in the following table:

Concepts Variables Measuring Measurement Source Questions

Indicators Method
statement

Setting the Likert Scale Revenio

priorities of tasks to
Jalagat
be achieved
(2016)
Structure of the Likert Scale Revenio
work units
Jalagat
(2016)
Goals of the Likert Scale Revenio
department
Jalagat
Job- Stress Performance (2016)
Pressure Making errors Likert Scale Revenio Q1-Q6
unintentionally
Jalagat
when under
pressure (2016)
Performing more Likert Scale Revenio
than expected but
Jalagat
not given chance
(2016)
Accept any type of Likert Scale Revenio
job assignment
Jalagat
even tired
(2016)

Responsible to
accomplish too

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 many tasks which Likert Scale Revenio
affect my
Jalagat
concentration and
performance (2016)
Difficult to establish Likert Scale Revenio
a clear path
Jalagat
(2016)
Lack of cooperation Likert Scale Revenio
of colleague in
Jalagat
finishing tasks
Workload (2016) Q7-Q12
Pressure Not enough input in Likert Scale Revenio
deciding work-unit
Jalagat
goals
(2016)
Job does not offer Likert Scale Revenio
opportunity to grow
Jalagat
as a person
(2016)
Job requires too Likert Scale Revenio
much efforts and
Jalagat
support which are
not available (2016)

Performance has Likert Scale Revenio

been affected by
Jalagat
unclear
organization’s (2016)

48
 planning and
control efforts
knowledge, skills Likert Scale Revenio
and abilities will
Jalagat
stagnate as long as
in the company (2016)

Company really
deprives the best in
Unclear procedures
me because of role Likert Scale
Scale Revenio
Likert Revenio
affect
confusion the
Jalagat
Jalagat
Role performance
(2016)
(2016)
Ambiguity
Involved in various Likert Scale
Scale Revenio
Prefers to impose Likert Revenio
Role responsibilities and Q13-Q18
themselves with Jalagat
Jalagat
Ambiguity hold too many roles
regards to their
(2016)
(2016),
perceived individual
Completes the duties Likert Scale Zhenjiang,
roles than
specified in job
organizational roles Jiangsu.,
description
et., al
-
(2013)
Meets all the formal Likert Scale Zhenjiang,
performance
Jiangsu.,
requirements of the
job et., al
(2013)
Fulfill all Likert Scale Zhenjiang,
3.6. Hypothesis Development responsibilities
Jiangsu.,
Employee required by job
Performance et., al
Q19-Q24
(2013)
Never neglect Likert Scale Zhenjiang,
aspects of the job
Jiangsu.,
that is obligated to
perform et., al
(2013)
Able to talk with Likert Scale Zhenjiang,
someone at work if
Jiangsu.,
had work- related
problem et., al
(2013)
Able to perform Likert Scale Zhenjiang,
essential
49 duties
Jiangsu.,
et., al
(2013)
Hypot

3.7. Hypothesis Development

Hypothesis can be defined as logically conjectured relationship between two or
more variable expresses in form of a testable statement (Sekaran, 2008). Three
hypothesis were derived from the conceptual framework to be tested as follows;
Null hypothesis=0, Alternative hypothesis=1.

Ho1 There is no relationship between Job-Stress and Employee Performance

H1
Ha1 There is Relationship between Job-Stress and Employee Performance

Ho1 There is no relationship between Performance Pressure and Employee

Performance
H2
Ha1 There is relationship between Performance Pressure and Employee
Performance
Ho1 There is no relationship between Work Load pressure and Employee
Performance
H3
Ha1 There is relationship between Work load Pressure and Employee Performance
Ho1 There is no relationship between Role Ambiguity and Employee Performance

H4
Ha1 There is relationship between Role Ambiguity and Employee Performance

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3.8. Sample of the Study

A sample design is the framework, or road map, that serves as the basis for the
selection of a survey sample and affects many other important aspects of a survey
as well.

3.8.1. Target Population

Researcher was able to find the statistic of the employee base through Human
Resources Department which is mentioned below. Number of staff calculated after
considering all the staff under permanent carder.

Department No of staff

Network Operation 02

Human Resource 01

Finance 01

Sales and Marketing 94

Customer Care 02

Total 100

Table 3.7.1. Population of the study

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3.8.2. Sample of the research

The impact towards employee related problems were identified in terms of

individual, organizational, job related and policy related factors. This study is
based on a case study of job stress in a Business Process Outsourcing organization
in Sri Lanka. Therefore, researcher has taken the Tele-Marketing Executives who
are working in the organization, were impacted and taken for the study.

Emails were disseminated contained with a link to online hosted survey, Whenever
the candidates were not reachable with internet at office time, printed hard copies
of the questionnaire was produced. Furthermore, the sample of this research after
the calculation is 80 employees which were taken from the Tele-Marketing
Department for research, from the total population of 100 employees in the
organization. These 80 sample employees taken are designated as Tele Marketing
Executives at the office. The sample size is draft in a diagram as follows,

Population=100
Sample=80
(80%)

The above diagram sample is validated = (80/100) *100

Sample = 80 Tele Marketing Executives

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3.9. Biographical Questionnaire

The biographical questionnaire was a self-developed instrument pertaining to

demographic information. Revenio Jalagat (2016), Zhenjiang, Jiangsu., et., al
(2013). Participants were asked to provide information with regard to their gender,
age, marital status, educational qualification and the work experience.

3.9.1. Gender

Their variable was measured in nominal scale, two types categories as Male and
Female were coded 0 and 1 respectively.

3.9.2. Age

Age was captured to further analyze and present the demographic factors of the
research respondents.

3.9.3. Marital Status

Their variables were measured in two types as single and married to analyze more
about the respondents.

3.9.4. Education Qualification

Education background was presented to identify which background of qualification

respondents are more involved into the work and stressed.

3.9.5. Work Experience

Work experience was listed by the researcher to analyze more about the
respondent’s experience in the field.

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3.10. Dimensions of Survey

The three attributes of job stress namely, Performance Pressure, Workload pressure
and Role Ambiguity were measured in the job stress survey. Revenio Jalagat
(2016). Given that the traits have already being explained in the Chapter 2. It will
be briefly mentioned below to provide a context of the research instrument.

3.10.1. Performance Pressure

Revenio Jalagat (2016), LSA Global defines performance pressure as how much
your force feels the need to improve performance. Performance pressure increases
when you ask for more and when you have high consequences for success or
failure. Conversely, performance pressure decreases when you ask for less and
when you have minimal consequences for success or failure.

3.10.2. Workload Pressure

Revenio Jalagat (2016), defines when the person is incapable to do the job due
to excessive responsibilities beyond his capability to perform or the non-ending
tasks more than what the employee can bear.

3.10.3. Role Ambiguity

Revenio Jalagat (2016), defines refers to the lack of enough data and
information that deals about powers and authority as well as duties to be
performed by employees. Role Ambiguity operates when the employee is in the
stage of confusion on how he will perform the tasks or when an employee is
asked to do the task without clear instructions and no clear responsibilities
assigned to him resulting to role confusion.

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3.10 Description of the Rating Scale

According to Andrich, David (1978), A rating scale is a set of categories designed

to elicit information about a quantitative or a qualitative attribute. It is also defined
as a group of statements, words or symbols on which judgment regarding the
strength of a particular trait is noted. (Davidson 2004). The Likert Scale is one type
of rating scale that is relatively easy to construct, usually reliable scale.

According to Wuensch, Karl L. (2005) Likert scale is the sum of responses on

several Likert items. It is also a format of the unambiguous ordinarily of the
response categories and its ability to measure the intensity of different items. A 5
point Likert scale is used in the Revenio Jalagat (2016), survey and the questions
related is answered according to following choices:

5 - Strongly Agree

4 - Agree

3 - Neutral

2 - Disagree

1 - Strongly Disagree

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3.11 Chapter Summary

To achieve the main objective and the other specific objectives, the study has
formulated within few sub topics which are not delicate one from another. These
sub topics it shows that the relationship between the effectiveness of the strategies
with the successful employee performance. Also it explains the methods of the
data collection and analysis used in this report.

The nature of this study is more quantitative where the figures gathered from the
analysis and the population and the sampling was selected in order to enhance
employee performance by developing employee performance at the organization.

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