Army Institute of Management & Technology, Greater Noida.

Project Dissertation

On
“A STUDY ON STRESS AND ITS IMPACTS AMONG THE EMPLOYEES AT WORKPLACE IN SERVICE INDUSTRY”
(WITH SPECIAL REFERENCE TO DAY 'N' DAY SERVICES PVT. LTD. AND RANDSTAD INDIA PVT. LTD.)

ANJALI PANDEY
MBA 15
12 May, 2020
 INTRODUCTION
 Stress is that the means that you simply react physically, mentally, and showing emotion to varied conditions,
changes, and demands in your life. High levels of stress will affect your physical and mental well-being and
performance.
 Workplace stress in service sector organizations from the perspective of job characteristics, organizational
context and the psychological characteristics of employees.
 The key tendency of service sector organizations is to achieve efficiency, cost decrease, income growth, all of
which impose high expectations and pressure upon employees.
 Stress on the job can have various origins or come from just one aspect of a worker’s responsibilities. And its
effects are far-reaching: Workplace stress can affect both employers and their employees.
 Stress affects further because of the individual at intervals. a corporation with a high level of absence, speedy
employees' turnover, deteriorating industrial and client relations, a worsening safety record, or poor-quality
management is full of structure stress.
 Stress is caused by each outside & within the organization & from teams that workers square measure
influenced by & from workers themselves.
 Stress is highest for those people World Health Organization understands that they're unsure of whether or not
they can win or lose and lowest for those people World Health Organization suppose that winning or losing
could be a certainty.
 LITERATURE REVIEW
Year Author(s) Contribution
This study seeks to investigate the effect of compassion in the public service workplace. Our compassion model is based
on public service sector employees who receive compassionate feelings such as affection, generosity, caring, and
tenderness from their supervisors. In this study, we focused on the meaning of compassion in the public service arena,
because we feel it has special bearing on public service sector employees who constantly interact with the citizens. We
2018 Eldor, Liat. found evidence for compassion acting as a mechanism for coping with common stressful public service conditions such
as demanding citizens and administrative workload, which are inherent in this sector. Compassion in the public service
workplace may therefore be salient in effecting public service work performance, and as such should be consciously
targeted by public sector managers and policy makers.

They analyzed the relationship between work stressors like role ambiguity, workload pressure, homework interface,
performance pressure, relationship with others, role conflicts, and job performance with motivation as a mediator. The
2011 Rana and Munir study revealed “role conflict” and “role ambiguity” to have a positive correlation with stressors. However, there was a
negative relationship between other stressors and job performance

Viljoen, J.P., and The results were that structure stressors contributed considerably to health problems and low structure commitment.
2009 Stress regarding job security contributed to each physical and psychological ill-health. Low individual commitment to
Rothmann the organization was expected by 5 stressors, particularly work-life balance, overload, control, job aspects, and pay.
Effects of activity stress management intervention programs provided associate degree empirical review of stress
Richardson, K. M., and management interventions, using meta-analysis procedures. The results are additionally unconcealed that relaxation
2008 interventions were the foremost frequent sort of intervention. Further, there have been a couple of stress interventions
Rothstein, H.R. targeted at the structure level. Additional specific results additionally indicated that cognitive-behavioural interventions
created larger effects than different kinds of interventions.

Meneze advocated that rising job stress has become a challenge for the employers and higher level of job stress results in
2005 Meneze low productivity, increased absenteeism and collection to other employee problems like alcoholism, drug abuse,
hypertension and host of cardiovascular problems .
 OBJECTIVE OF THE RESEARCH
UNDERTAKEN
• Primary Objective

 To identify the factors causing stress among the worker.

• Secondary Objective(s)

 To understand the impact of stress among the staff on their performance.

 To suggest suitable measures that might reduce the stress level.

 RESEARCH METHODOLOGY

• Research Questions:
 16 Questions
• Sampling Method and Sample:
 100 Sample
• Framing of Questionnaire:
 4 Scale
• Data Collections Methods Used:
 Questionnaire
• Data Analysis Tools Used in the Study:
 Pivot Table Analysis and Pie Charts have been used to present the data in a more convenient and presentable
manner.
 RESEARCH QUESTIONS
• 5.1 The Following data explain on the basis of demographics profile.
1. Age of the respondents
• <25
• 25-40
• >40
2. Gender of the respondents
• Male
• female
3. Qualification of the respondents
• HSC
• UG (arts & science /Eng.)
• DIPLOMA
• PG (arts & science /Eng.)
4. The income of the respondents
• <2 Lakhs
• 2-3 lakhs
• 3-5 lakhs
• >5 lakhs
• 5.2 The following data explain the factors causing stress among the employee & the existing level of stress.

1. I get stressed when someone finds fault in my work.

• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree
2. I get stressed when I have some family problem.
• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree
3. Long working hours and high workload made me feel stressed.
• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree
4. I get stressed when my work is not recognized.
• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree
• Disagree
• Strongly disagree
5. I get stressed when I have some financial problem.
• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree
6. I get stressed when there is a miss match in job description and my personality.
• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree
• 5.3 Following data will explain the impact of stress among the employees on their performance

1. When I am in stress. I can’t complete my work within the specified time.

• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree
2. When I am in stress. My relationship with other employees gets affected.
• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree
3. When I am in stress. I commit a greater number of mistakes.
• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree
4. When I am in stress. I lose my patience when dealing with clients.
• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree
5. When I am in stress. I feel like quitting my job and look for another job.
• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree

5.4 The following data reveal what kind of remedies they expect to overcome stress.

1. What can organization do to reduce stress level?

• Encourage Physical Activity
• Make Your Employees Feel Valued
• Offer Benefits
 FRAMING OF QUESTIONNAIRE
(ITEMS AND SCALE)

• Demographic Profile.
• Level of Stress.
• Employees Performance.
• Remedies to Reduce the Stress.
 DATA COLLECTIONS METHODS USED

• Questionnaire method has been used in this research for Data Collection.
 DATA ANALYSIS RESULTS
• 5.1 The Following data explain on the basis of demographics profile.

1. Age of the respondents

10%
i. <25

ii. 25-
52%
38% 40

iii. >40

• Out of fifty-eight respondents, thirty-eighth is within the group of 25-40 and fifty-two% are but 25 years of age.
• The remaining is higher than forty years of age.
2. Gender of the respondents

45%
55% i. Male

ii. female

• The majority of the employees 55% are male and the remaining 45% are female.
• 5.2 The following data explain the factors causing stress among the employee & the existing level of
stress

1. I get stressed when someone finds fault in my work.

7% i. Strongly agree
12% 22%
ii. Agree

19% iii. Neither agree nor

disagree

40%
iv. Disagree

v. Strongly disagree

• 22% of the respondents strongly agree and 40% of the respondents agree that they get stressed once somebody finds fault in
their work and 19% neither agree nor disagree.
• There are 7% of the respondents strongly disagree and 12% of the respondents disagree that they get stressed once somebody
finds fault in their work.
2. I get stressed when I have some financial problem.

10% 12%
i. Strongly agree

24% ii. Agree

33%
iii. Neither agree nor disagree

iv. Disagree
21%
v. Strongly disagree

• It is found that 12% of the respondents strongly agree and 33% of the respondents agree that they have financial
problem and that lead them to feel the stress and only 21% of the respondents neither agree nor disagree with it.
• There are 24% of the respondents are disagree and 10% of the respondents are strongly disagreed that they have
financial problem and that lead them to feel the stress.
• 5.3 Following data will explain the impact of stress among the employees on their performance

1. When I am in stress. I can’t complete my work within the specified time.

7% 16% i. Strongly agree

26%
ii. Agree

iii. Neither agree nor disagree

36%
16%
iv. Disagree

v. Strongly disagree

• 36% of the respondents agree and 15% of the respondents strongly agree that due to stress they are not able to complete
the work within the specified time and 16% Neither Agree nor Disagree.
• There are 26% of the respondents disagree and 7% of the respondents strongly disagree that due to stress they are not able
to complete the work within the specified time.
2. When I am in stress. I lose my patience when dealing with clients.

7% 14%
i. Strongly agree

ii. Agree
31%
21%
iii. Neither agree nor
disagree

iv. Disagree
28%
v. Strongly disagree

• 21% of the respondent agree and 14% of the employees strongly agree that they lose patience when dealing with
the clients while 27% neither agree nor disagree with the statement.
• There are 31% of the respondents disagree and 7% of the respondents strongly disagree that they lose patience
when dealing with the clients.
• 5.4 The following data reveal what kind of remedies they expect to overcome stress

1. What can organization do to reduce stress level?

[PERCENTAGE]
i. Encourage Physical
Activity
[PERCENTAGE]
ii. Make Your Employees
[PERCENTAGE] Feel Valued

iii. Offer Benefits

• 45% of the respondents say that Encourage Physical Activity and 43% feels Make Your Employees Feel Valued
will surely reduce the stress level.
• 12% say offering Benefits to employees will reduce the stress level in the organization.
 FINDINGS & CONCLUSIONS
• Each employee is well prepared to meet the daily challenges.
• According to the survey, employees get stress with unable to balance there personal and professional life.
• With the help of this pie chart, we can say that out of 58 respondents 38% are in the age group of 25-40 and 52% are
less than 25 years of age. The remaining is above 40 years of age.
• The majority of the employees 55% are male and the remaining are female.
• The result of the study reveals that both male and female employees are experiencing job stress in their work place.
• We can say that 22% of the respondents strongly agree and 40% of the respondents agree that they get stressed when
someone finds fault in their work and 19% neither agree nor disagree.
• 12% of the respondents strongly agree and 33% of the respondents agree that they have financial problem and that
lead them to feel the stress and only 21% of the respondents neither agree nor disagree with it. There are 24% of the
respondents are disagree and 10% of the respondents are strongly disagreed that they have financial problem and
that lead them to feel the stress.
• We can say that 36% of the respondents agree and 15% of the respondents strongly agree that due to stress they are
not able to complete the work within the specified time and 16% Neither Agree nor Disagree. There are 26% of the
respondents disagree and 7% of the respondents strongly disagree.
• 21% of the respondent agree and 14% of the employees strongly agree that they lose patience when dealing with the
clients while 27% neither agree nor disagree with the statement. There are 31% of the respondents disagree and 7%
of the respondents strongly disagree.
• 45% of the respondents say that Encourage Physical Activity and 43% feels Make Your Employees Feel Valued
will surely reduce the stress level. 12% say offering Benefits to employees will reduce the stress level in the
organization.
• It must recognize their potential as an asset to the organisation. It is the utmost responsibility of the management to
create a conducive organizational climate to work stress-free on a day-to-day basis.
• This was done using a detailed questionnaire. The study revealed that only a small percentage is highly stressed
and the majority of the employees are in the middle level of stress and also accept that it affects their performance
to some extent.
• At the top of the study, we will able to conclude that there are signs of stress among the staff & such stress has
effects on their behaviors, it is controlled & reduced effectively.
• The workload of employees in the organisation can be reduced and management can take efforts to delegate the
work efficiently.
• This research focused on the impact of job stress on employees’ job performance. Among the major factors
considered in this study, workload impacts job performance in more significant way.
• The management can take proper steps to control the job stress levels of employees leading to high morale and
productivity among them. As a measure of job stress mitigation, counselling, meditation programmes, and more
incentives can be provided which will improve the performance of the employees.
 RECOMMENDATIONS

• Employees' accomplishment within their work is appreciated and rewarded terribly seldom by the management in
the organization. this can be one in all the explanations wherever the workers feel disgruntled and vexed
concerning his job. So, the Management begins appreciates and reward staff the workers the staff work whenever
required which can encourage the employees and additionally cut back the strain level.
• Performance appraisal ways like 360o appraisal, field review, ranking technique, time unit accounting are
conducted by the management which can facilitate the workers to spot their position and facilitate to boost their
potential. thence this may improve the task satisfaction of the workers leading to reduced activity stress.
• Both the Management and additionally the staff haven't got any arrange concerning stress reduction or stress
management programs. Stress management programs will teach the staff techniques conflict resolution, exercise
getting a hobby, meditation deep respiration Yoga, etc., that is in a position to facilitate to modify stress. So, the
management can attempt some stress reduction programs.
• The workload of employees in the organisation can be reduced and management can take efforts to delegate the
work efficiently.
• Employees can be allocated alternate shift timings which may lead to a healthy work-life balance.
• Seminars and workshops for a holistic work-life balance can be organized by the organization.
 IMPORTANT APPENDICES

QUESTIONNAIRE
• 5.1 The Following data explain on the basis of demographics profile.

1. Age of the respondents

• <25
• 25-40
• >40
2. Gender of the respondents
• Male
• Female

• 5.2 The following data explain the factors causing stress among the employee & the existing level of stress.

1. I get stressed when someone finds fault in my work.

• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree
2. I get stressed when I have some family problem.
• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree

• 5.3 Following data will explain the impact of stress among the employees on their performance

1. When I am in stress. I can’t complete my work within the specified time.

• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree
2. When I am in stress. I lose my patience when dealing with clients.
• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree

5.4 The following data reveal what kind of remedies they expect to overcome stress.

1. What can organization do to reduce stress level?

• Encourage Physical Activity
• Make Your Employees Feel Valued
• Offer Benefits