Enhancing Organizational Performance of Telecom Companies through
Organizational Citizenship Behavior and Organizational Commitment
Thesis submitted
In Fulfillment of the Requirements
For the Degree of
DOCTOR OF PHILOSOPHY
by
AnshikaPrakash
(Student ID - PH2012013)
Under the Supervision of
Dr. Saileswar Ghosh
Associate Professor
Department of Management
Submitted to
Invertis University
Bareilly – 243123(U.P), India
May 2018
DECLARATION
I hereby declare that the thesis entitled Organizational Citizenship Behavior and
Organizational Commitment for Enhancing Organizational Performance - “Study of Three
Major Telecom Companies of Panipat Zone in Haryana.” submitted by me, for the award of
the degree of Doctor of Philosophy to Invertis University is a record of bonafide work carried
out by me under the supervision of Dr. Saileshwar Ghosh, Associate Professor, Head
MBA, Invertis University, Bareilly.. I further declare that the work reported in this thesis
has not been submitted and will not be submitted, either in part or in full, for the award of any
other degree or diploma in this institute or any other institute or university
Place: Bareilly
Date: AnshikaPrakash
CERTIFICATE
This is to certify that the thesis entitled Organizational Citizenship Behavior and
Organizational Commitment for Enhancing Organizational Performance - “Study of Three
Major Telecom Companies of Panipat Zone in Haryana.”Submitted by Ms. Anshika Prakash,
for the award of the degree of Doctor of Philosophy, in the Department of Management,
Invertis University, Bareilly is a record of authentic work carried out by her under my
supervision, as per the Invertis code of academic and research ethics. The matter embodied in
this thesis is the original work of the candidate and has not been submitted for the award of
any other degree or diploma.
Place: Bareilly
Date: Signature of the Guide
Dr. Saileswar Ghosh
Associate Professor
Invertis University, Bareilly
I
ACKNOWLEDGEMENTS
I take this opportunity to acknowledge and extend my sincere gratitude to all who made my
Ph.D. thesis a possibility. The work described in this thesis would not have been possible
without the support of Invertis University Uttar Pradesh, Bareilly.
First of all I humbly thank Almighty God, whose sustaining grace and blessings have
sufficient for me to complete this endeavor.
I would like to express my sincere thanks for the gratefulness of Chancellor Dr. Umesh
Gautam, Pro-Chancellor's Mr. Sanjeev Gautam, Vice Chancellor Prof. Jagdish Rai and Pro
Vice Chancellor Dr. YDS Arya for their constant support and guidance.
I express my heart-felt gratitude and thanks to Dr. Manish Gupta, Dean IIMS, Invertis
University Uttar Pradesh, for his constant encouragement.
I take my immense pleasure in expressing my heartfelt appreciation and deep sense of
gratitude for my guide Dr. Saileswar Ghosh, Associate Professor, Head of the Department of
Management, IIMS, Invertis University Uttar Pradesh for having rendered his esteemed,
praise worthy guidance with interest and constant encouragement throughout the course of
study and supervision provided in the execution of the thesis. I would also thank him for
being inspirational and teaching me the importance of curiosity using it as the driving force
behind research. His attitude of making important observation and converting them to new
possibilities, correlating ideas and understanding the obvious has helped me come a long way
and will always guide me in future. I am very thankful to him for always dealing my panic
attacks with immense patience. I give my heartfelt thanks to my guide as he not only taught
me and guided me to have this prestigious degree of my life but as well made me a better
person. I have learnt not only the subjects and courses but many mantras of life as well.
I wish to thank Dr. Arvind Kumar Shukla, Associate Professor , IIMS, Invertis University
Uttar Pradesh for his continuous support, inspiration and motivation to do hard work to
achieve my endeavors.
I extent my thanks to Dr. B.S Nagi , Dr. Manish Aggarwal (Director at MIT Collage,
Moradabad) , Dr. Amit Mittal (Dean at Chitkara University, Chandigarh) and Dr. Vijay
Dubey (Dean at K R Mangalam University, Gurgaon) for their guidance and support.
II
I express my deepest sense of gratitude to my both the Parent –Mr. & Ms. Prakash and Mr. &
Ms. Aggarwal for their blessing, sacrifices and wishes.
I would also like to thanks to my lovely and very supporting daughter Nivedha for her
continuous support. My heartfelt gratitude and thanks to Mr. AvrialSaxena and Ms. Swati for
their constant support.
A special thanks to my husband Mr. KapilAggarwal who has been a constant support in the
successful completion of my thesis. He is always been standing by my side as a strong pillar
of support and inspiration.
Date: AnshikaPrakash
Ph. D. (2018)
Invertis University,
Bareilly
III
ABSTRACT
Work environment plays an important role in the industrial set up. In latest, management
thinkers started emphasizing on the relevance of work environment in practicing
management. Given a rapidly changing surrounding and continuing insights into work
culture, most of the organizations of the telecom sector are gravely rethinking how they do,
what they do and how best they can define and accomplish their goals and enhance
performance.
The human resource attributes comprise a factor that extensively distinguishes one company
from another. It is a major factor in achieving the goals of a company. The quality of human
capital is becoming one of the important factors that increase organizational performance.
Organizations are encouraged to execute strategies that promote collaboration, trust, loyalty
and responsibility towards employees. As a consequence of this vision, it is important to
strengthen the employees’ citizenship behavior and organization commitment as important
tool to achieve organizational goals and objective.
A number of the researches have been done to deal with human behavior within the
organization, so that it can be identified and controlled on time for betterment of
Organization. In current scenario management started paying more attention on human
resource issues and one of the recent remedy is to give authority to the employees and
treating them as human capital. Now a day’s organizations are facing new challenges in terms
of new technology and the rapid changes of circumstances creating complexity in providing
services has revealed the importance of having committed and dedicated employees in the
organization.
Organizational Commitment is the sense of identity and individual’s dependence on the
organization. It is one of the behavioral aspects of an employee which has been keenly
noticed by the management in the organization. In Addition, Organizational Citizenship
Behavior is a voluntary behavior that is not explicitly identified by the organization‘s formal
reward system and, in general, makes the responsibility level of the individual promoters.
IV
Research explores the ways of increasing Organizational Citizenship Behavior and
Organizational Commitment in the workplace, further it introduces variables which could be
used to judge organizational citizenship behavior and organizational commitment. To achieve
this, a literature review has been carried out in order to set the conceptual framework for this
research work. The gap between theory and practice is observed through the study that
indicates the impact of organization citizenship behavior, organization commitment over
organizational performance in selected telecom companies of Panipat Zone. This research
work has developed a strategic model to gaze the relationship between organization
citizenship behavior and organization commitment on organizational performance by using a
data analysis tool i.e. Correlation and multiple regression which indicates the relationship
between organization citizenship behavior and organization commitment on organizational
performance. Thus, a model which is easy to interpret and able to guide the Organizational
Performance in real practice is developed. Though, some elements are practiced but the fact
is that the organization doesn’t consider elements of organization citizenship behaviour and
organization commitment thus this study indicates the importance of organization citizenship
behaviour and organization commitment on organization effectiveness, efficiency and
relevance.
The study of the research shows how personals’ working within the telecom industry as
employees can efficiently contribute to the organization through organization commitment
and organization citizenship behavior.
Research indicates that if Organizational Citizenship Behavior and organization commitment
is high organization performance will rise. Research shows that organization commitment has
a major impact on organization performance.
V
TABLE OF CONTENTS
CERTIFICATE..................................................................................................................I
ACKNOWLEDGEMENT.........................................................................................II-III
ABSTRACT.................................................................................................................IV-V
CHAPTER 1: INTRODUCTION...............................................................................1-32
1.1 Introduction...........................................................................................................1-6
1.2 Conceptual Foundation of Research...................................................................7-9
1.3 Theoretical Framework....................................................................................10-21
1.4 Justification of the study..................................................................................22-22
1.5Definations of the Terms...................................................................................23-28
1.6Objectives of Research .....................................................................................29-29
1.7Statement of the Problem..................................................................................29-30
1.8Organization of the Research Report..............................................................30-32
CHAPTER 2: LITERATURE REVIEW................................................................33-41
CHAPTER 3: RESEARCH DESIGN &METHODOLOGY.................................42-61
3.1 Introduction.......................................................................................................42-42
3.2 Research Design:...............................................................................................42-44
3.3 Types of Research ............................................................................................45-46
3.4 Research Process:..............................................................................................46-57
3.5 Data Analysis Techniques.................................................................................58-61
3.6 Summary of the Chapter..................................................................................61-61
CHAPTER 4: Data Analysis & Interpretations....................................................62-121
4.1 Reliability & Normality of the Questionnare.................................................63-63
4.2 Pilot Study.........................................................................................................63-75
4.3 Reliability...........................................................................................................75-76
4.4 Data Collection..................................................................................................76-76
4.5 Demographic Profile of the Sample................................................................76-79
4.6 The Scale Reliability Testing ...........................................................................80-80
4.7 List of Items for Measurement........................................................................81-82
4.8 Research Findings & Tables Discussion..........................................................83-83
4.9Hypothesis to be Tested...................................................................................83-121
4.10Conclusion....................................................................................................121-121
CHAPTER 5: Conclusions & Discussions............................................................122-128
5.1 Inutroduction................................................................................................122-124
5.2 Theoretical Contribution.............................................................................124-126
5.3 Managerial Contributions of the Research................................................126-127
5.4 Limitations.....................................................................................................127-127
5.5 Suggestion for further research...................................................................128-128
Bibliography............................................................................................................129-139
Appendix.................................................................................................................140-141
List of Paper Published..........................................................................................142-142
LIST OF TABLES
Sr. Table No. Table Name Page No.
No.
1 3.1 Number of Questions used in the Questionnaire 56
2 4.1 Scale : All Variables-Reliability Statistics 75
3 4.2 Valid Responses City-wise 78
4 4.3 Reliability Statistics 80
5 4.4 Items & Variables 81
6 4.5 Descriptive Statistics 84
7 4.6 Correlations 85
8 4.7 Correlation Analysis of OCB Variables with Normative 89
Commitment
9 4.8 Correlation Analysis of OCB Variables with Continuous 93
Commitment
10 4.9 Correlation on Total Score of OCB & OC 97
11 4.10 Descriptive Statistics 98
12 4.11 Correlation Analysis of OCB Variables with OP 99
Effectiveness
13 4.12 Correlation Analysis of OCB Variables with Organization 102
Efficiency
14 4.13 Correlation Analysis of OCB Variables with Organization 106
Relevance
15 4.14 Correlation on Total Score of OP & OCB 109
16 4.15 Descriptive Statistics-Relationship between OP & OC 110
17 4.16 Correlation Analysis of OC Variables with Organization 111
Effectiveness
18 4.17 Correlation Analysis of OC Variables with Organization 113
Efficiency
19 4.18 Correlation Analysis of Normative Commitment with 116
Organization Relevance
20 4.19 Correlation on Total Score of OC with OP 118
21 4.20 Dependent variables-Organization Performance 119
22 4.21 ANOVA 119
23 4.22 Impact Weights of the Independent Variables on 120
Dependent variables
LIST OF FIGURES
Sr. Figure Figure Name Page No.
No. No.
1 3.1 Layout of Research Design 44
2 3.2 Layout of Data collection method 50
3 3.3 Layout of Data Analysis Technique 58
4 4.1 Layout of Data Analysis 62
5 4.2 Graph for Normality Result of Civic 65
6 4.3 Graph for Normality Result of Sportsmanship 66
7 4.4 Graph for Normality Result of Altruism 67
8 4.5 Graph for Normality Result of Conscientiousness 68
9 4.6 Graph for Normality Result of Affective Commitment 69
10 4.7 Graph for Normality Result of Continuous Commitment 70
11 4.8 Graph for Normality Result of Normative Commitment 71
12 4.9 Graph for Normality Result of Organizational 72
Effectiveness
13 4.10 Graph for Normality Result of Organizational Efficiency 73
14 4.11 Graph for Normality Result of Organizational Relevance 74
15 4.12 Layout of Demographic Profile. 77
16 4.13 Pie Chart on Location wise Distribution of Respondents 79
ABBREVIATIONS USED IN THE STUDY
[Link]. Abbreviations Full form
1 OCB Organizational Citizenship
Behavior
2 OC Organizational Commitment
3 OP Organizational Performance
