chapter-4 impact of soft skills on growth and productivity...
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97
CHAPTER-4
IMPACT OF SOFT SKILLS ON GROWTH AND
PRODUCTIVITY IN SERVICES
The job related technical skills are important, there are certain
basic eligibility criteria to get the job and to give performance in the
service sector, but they are incomplete without Soft skills. The present
chapter makes an analysis of how Soft skills are complementing
technical skills in influencing the growth and productivity in selected
services
In service sector industries like General Insurance, Life insurance
and Equity the individuals are working at various levels of hierarchy
with the job profile of relationship managers, team leaders, branch heads
or cluster heads. Most of the job profiles are directly dealing with the
customers and the team members. Therefore they need communication
skills, convincing skills, listening skills, problem solving skills etc to
perform their jobs.
To sell intangible products like services, insurance, investment etc
Soft skills play an important role. This study analyze the impact of
employees' Soft skills on his productivity (the revenue he generate for
Impact of Soft Skills on Growth and Productivity in Services
98
the company) and growth. Growth in terms of increase in salary,
promotion, reward etc.
This research study is confined to Jaipur city, Rajasthan. Service
sector industries have been selected for this study. An in-depth analysis
is done on the impact of Soft skills specifically in General Insurance,
Life Insurance and Equity industry. The research study is based on
industry wise analysis of the Soft skills impact on productivity and
growth.
The mentioned industries are among the fastest growing industries
of service sector, they are been selected for the study because the
involvement of Soft skills in performing the job in these industries is
very high.
Industries selected for this research study are :
1. General Insurance
2. Life Insurance
3. Equity (Broking and investment).
This research study is on retail financial services of service sector.
The finance industry encompasses a broad range of organizations that
deal with the management of money. Among these organizations are
Impact of Soft Skills on Growth and Productivity in Services
99
banks, credit card companies, insurance companies, consumer finance
companies, stock brokerages, investment funds and some government
sponsored enterprises.
Under retail financial services these organization give their
services directly to the retail client; the definition of retail clients
includes individuals, families and small businesses. Larger clients are
called institutions/Corporate.
Insurance Industry
Insurance of any type is all about managing risk. The insurance
company attempts to manage mortality (death) rates among its clients.
The insurance company collects premiums from policy holders, invests
the money (usually in low risk investments), and then reimburses this
money once the person passes away or the policy matures. A person
called an actuary constantly crunches demographic data to estimate the
life of a person. Therefore characteristics such as age/sex/smoker/etc. all
affect the premium that a policy holder must pay. The greater the chance
that a person will have a shorter life span than the average, the higher
the premium that person will have to pay. This process is virtually the
same for every other type of insurance, including automobile, health and
property.
Impact of Soft Skills on Growth and Productivity in Services
100
Types of Insurance- Life Insurance includes :
Insurance guaranteeing a specific sum of money to a designated
beneficiary upon the death of the insured, or to the insured if he or she
lives beyond a certain age.
General Insurance includes :
1. Health Insurance - Insurance against expenses incurred through
illness of the insured.
2. Liability Insurance - Motor Insurance and miscellaneous category.
This insures property such as home, shop/office insurance,
property and professional/business mishaps.
Over the years, there has been a big shift in the life insurance
industry. Instead of offering straight insurance, the industry now tends
to sell customers on more investment type products like annuities. As a
result, insurance companies have been able to compete more directly
with other financial services companies such as mutual funds and
investment advisory firms. To capitalize on this, many insurance
companies even offer services such as tax and estate planning.1
1 www.investopedia.com
Impact of Soft Skills on Growth and Productivity in Services
101
Equity Industry
The Public/Private Equity Industry consists of specially
finance companies and alternative investment managers. Firms operating
in this industry invest in other companies, fixed income securities, and
various assets, usually collecting management and advisory fees, interest
income, and investment gains. Competition is keen, as private equity
funds, hedge funds, asset managers, and other financial institutions search
for attractive investments and seek to retain top talent.2
The face of financial services institutions is changing rapidly in
this era of globalization and international deregulation. New competition
from highly-specialized niche players and ever-progressing technological
advancements are challenges for this industry. Emerging global trends
like international expansion, industry consolidation, end-to-end risk
management and the war for talent are forcing financial institutions to
be customer-centric.
Customer service occupies great importance in the above mentioned
industries. For these industries, the after sales services, follow up is
important. Companies require candidates with flexible attitude who
follow the company procedure and give favourable business to them.
2 www.valueline.com
Impact of Soft Skills on Growth and Productivity in Services
102
The individuals working in these retail financial services are directly
dealing with the customers. To deal with the customers; to handle a
team and sell services as a product, Soft skills are highly required. To
generate business (revenue) in these industries the behavioral competencies
like positive attitude, patience, listening skills, self motivation, situational
handling, interpersonal skills, flexibility etc are needed. For selling life
insurance policies, health insurance, auto insurance, renewal of insurance
policies, handling claims, convincing the customer for investments in
financial products like shares, mutual funds, suggesting and guiding the
investors in opening Demat accounts etc. Soft skills play an important
role. These service sector industries are selling products like ideas,
physical and financial security; for this sufficient people skills that is
Soft skills are required.
The research study analysis has been done on the national and
international companies operational at Jaipur level in the Rajasthan
region. Some of the companies branches where this research study has
been conducted among them are :
1. IFFCO -TOKIO General Insurance company limited.
2. SBI General Insurance company limited.
3. ICICI Lombard General Insurance company limited.
Impact of Soft Skills on Growth and Productivity in Services
103
4. CHOLA MS General Insurance company limited.
5. BHARTI AXA General Insurance company limited.
6. TATA AIG General Insurance company limited.
7. SBI LIFE Insurance company limited.
8. HDFC LIFE Insurance company limited.
9. THE IIFL (INDIA INFOLINE) GROUP
10. SHERKHAN
11. ANANDRATHI
The research survey has been conducted on the employees with
minimum of 1 year of experience. The employees with the job profile
related to sales and customer services are selected for the research
study. As the focus of the study is to do analysis of Soft skills impact,
the respondents' selection criteria was -the job profile having the direct
interaction with the customer and the team members. The demographic
factors like age, gender etc. and experience of the employees are kept
constant.
Each selected company has been divided in three levels according
to the hierarchy in Management.
1. Entry level Management (with minimum of 1year of experience
and sales profile.)
Impact of Soft Skills on Growth and Productivity in Services
104
2. Middle level Management (team leaders/sales managers having at
least a team under them)
3. High Level Management (handling entire sales of the branch )
The employees of every hierarchy have been categorized into
two groups high Soft skills group and low Soft skills group. The
categorization of the employees have been done on the basis of their
Average Soft skills score.
The Maximum Soft skills score is five in this research study.
The employee with the average Soft skills score more than equal to four
is categorized under the high Soft skills group with High level of Soft
skills. The employee with the average Soft skills score less than four is
categorized under the Low Soft skills group with Low level of Soft
skills.
The Soft skills score is achieved by assessing the employee on the
Soft skills indicators.
The Soft skills indicators have been set with the help of industry
experts, the experienced high level management employees of the
selected companies and after the analysis of research studies on the
Soft skills.
Impact of Soft Skills on Growth and Productivity in Services
105
The indicators determining the independent variable: Soft skills
are defined according to the level of hierarchy. The determining
indicators in various level of hierarchy are :-
1. Entry level Management
Soft skills indicators for entry level management
1. Customer Service Orientation and Selling skills
2. Communication skills and interpersonal skills
3. Professional Etiquette
4. Organizing skills
5. Product Knowledge /General Business Awareness
6. Attitude towards work
2. Middle level Management
Soft skills indicators for middle level management
1. Team Management and Training skills
2. Decision Making skills and Problem solving skills
3. Business development and Target orientation
4. Social Networking skills
5. Stress Management
6. Product Knowledge /General Business Awareness
Impact of Soft Skills on Growth and Productivity in Services
106
3. High Level Management
Soft skills indicators for higher level of management
1. Leadership skills
2. Planning skills and coordination skills
3. People management skills
4. Business development skills and Target orientation
5. Creativity
6. Personality management
7. Product Knowledge /General Business Awareness
The impact of the high level of Soft skills and low level of Soft
skills on productivity and the growth of the employee have been analysed.
The Operational definition of the Productivity for this research
study has been set with the guidance of industry experts and the
experienced high level management employees of the selected companies.
According to them productivity of the employee is : the revenue he
generates for the company. Every company sets certain revenue targets
for achievement. These revenue generation targets are different for
every level of hierarchy. These targets vary from company to company
and industry wise as well. The average monthly revenue generated
Impact of Soft Skills on Growth and Productivity in Services
107
through sales by the employee over the last one year has been defined as
the productivity of the employee.
The Operational definition of the growth for this research
study has been set with the guidance of industry experts and the
experienced high level management employees of the selected
companies. According to them the determining indicators of the growth
of the employee are:
A. Significant increase in salary
B. Good promotion
C. Up gradation in the designation
D. Additional responsibility given
E. Awarded /rewarded for the performance
The Average Growth score has been achieved by assessing the
employees on the above mentioned growth indicators.
The Maximum Growth Score is five in this research study.
In this research study The Soft skills is an independent variable
and the productivity and growth are the dependent variables.
The impact of Soft skills score on the average monthly revenue
generated by the employee (productivity) and on his growth score has
been analysed by using statistical tools Correlation and ANOVA.
Impact of Soft Skills on Growth and Productivity in Services
108
Correlation: Correlations analysis is statistical tool used to describe the
degree to which variable is linearly related to another.
Correlation is used to measure degree of association between two
variables. Measure used for describing the correlation between the two
variables in this research study is coefficient of correlation r.3
ANOVA: A one-way analysis of variance (ANOVA) is used when there
is a categorical independent variable (with two or more categories) and a
normally distributed interval dependent variable is to be tested for
differences in the means of the dependent variable broken down by the
levels of the independent variable.4
An index of effect size suitable for a one way ANOVA is eta
squared (2), this coefficient has a range of 1-0 with high values
indicating a higher proportion of variance among values of the dependent
variable that can be accounted for or explained by variation among
values of the independent variable. Eta squared (2) is given by the
following formula:5
3 I. Levin, Richard & S.Rubin, Davis (1998): Statistics for Management Seventh Edition.
Published by Pearson Education. 4 The Institute for Digital Research and Education, http://www.ats.ucla.edu/stat/spss/whatstat/
whatstat.htm 5 D. Stern, Leonard (2008) ''A visual Approach to SPSS for windows '' Published by Pearson
Education.
Impact of Soft Skills on Growth and Productivity in Services
109
2 = Sum of Squares Between Groups
Sum of Squares Total Equation 4.1
The value .01, .06 and .14 roughly correspond to a small medium and
large effect size.
The null hypothesis in one way ANOVA for this research study is:
There is same impact of different Soft skills levels on growth and
productivity of the employees in selected services.
The alternative hypothesis in one way ANOVA for this research
study is: There is significant impact of different Soft skills levels on
growth and productivity of the employees in selected services.
The analyses have been done of :
The impact of Soft skills on growth and productivity of Entry
level Management in-
1) General Insurance Industry
2) Life Insurance Industry
3) Equity Industry
Impact of Soft Skills on Growth and Productivity in Services
110
The impact of Soft skills on growth and productivity of Middle
level Management in-
1) General Insurance Industry
2) Life Insurance Industry
3) Equity Industry
The impact of Soft skills on growth and productivity of High
level Management in-
1) General Insurance Industry
2) Life Insurance Industry
3) Equity Industry
In this research study in order to define the tables the following
short forms has been used for the various terms.
ELM - Entry level of Management
MLM - Middle level of Management
HLM - High level of Management
GI - General Insurance Industry
LI - Life Insurance Industry
EI - Equity Industry
Impact of Soft Skills on Growth and Productivity in Services
111
4.1 Impact of Soft skills on growth and productivity of
Entry level Management
4.1.1 Entry Level Management(ELM) in General Insurance (GI)
industry
TABLIE 4.1
ELM, GI : Descriptive Statistics
N Minimum Maximum Mean
Std.
Deviation
Entry Level Management
General Insurance
Industry
Soft skills 21 3.29 4.78 4.0246 0.39837
Growth 21 2 4.8 3.4857 0.62473
Productivity (Revenue
generated)
21 300000 1000000 576190.48 163262.8614
Source: (On the basis of calculations on SPSS)
The statistical analysis reveals that at the Entry level management
of the General Insurance industry the minimum Soft skills score was 3.29
and the maximum was 4.78. The balance point of the distribution that is
mean of Soft skills score was 4.0 and the standard deviation was .39.
The minimum growth score was 2.0 and maximum was 4.80 of
the employees of entry level management in General insurance industry.
Impact of Soft Skills on Growth and Productivity in Services
112
The mean value of the growth score was 3.4 and the standard deviation
was .62.
The study finds out the minimum average monthly revenue
generated by the employees of entry level of management in General
insurance industry was 300000.00 (Three lakh rupees) and maximum
average monthly revenue generated was 1000000.00 (Ten lakh rupees).
The mean value of the average monthly revenue was 576190.47with the
standard deviation was 163262.86. (Table 4.1)
TABLE 4.2
ELM, GI: Correlations between Soft skills, Growth and Productivity
Soft
skills
Growth Productivity
(Revenue generated)
Soft
skills
Pearson
Correlation
1 .684**
.737**
Sig. (2-tailed) .001 .000
**. Correlation is significant at the 0.01 level (2-tailed).Source: (On the basis of calculations on SPSS)
The relation between the Soft skills score, growth and productivity
was examined with correlation analysis. The strong linear correlation
was found between the Soft skills score, growth and productivity of the
employees of entry level management of General insurance industry. The
Impact of Soft Skills on Growth and Productivity in Services
113
r value for growth, and productivity was found .68 and.73 respectively
that was highly significant. (Table 4.2)
TABLE 4.3
ELM, GI : Descriptive Statistics for ANOVA
N Mean Std. Deviation
Growth
High Level of Soft skills 12 3.7167 .52194
Low Level of Soft skills 9 3.1778 .64377
Total 21 3.4857 .62473
Productivity
(Revenue
generated)
High Level of Soft skills 12 658333.3333 144337.56730
Low Level of Soft skills 9 466666.6667 119895.78808
Total 21 576190.4762 163262.86138
Source: (On the basis of calculations on SPSS)
The impact of independent variable Soft skills on dependent
variables growth and productivity was statistically analysed. One Way
Analysis of variance (ANOVA) test was applied in order to find out the
impact of high level of Soft skills and low level of Soft skills on growth
and productivity of the employees of entry level management in General
insurance industry.
The analysis reveals that the employees with high level of Soft
skills have higher mean value for growth score and productivity than
employees with Low level of Soft skills of entry level of management
in General insurance industry.(Table 4.3)
Impact of Soft Skills on Growth and Productivity in Services
114
TABLE 4.4
ELM, GI : Test of Homogeneity of Variances
Levene
Statistic
df1 df2 Sig.
Growth .602 1 19 .447
Productivity (Revenue generated) .195 1 19 .664
Source: (On the basis of calculations on SPSS)
A Levene test of homogeneity of variance conducted prior to the
ANOVA did not indicate the assumption of homogeneity of variance
was significantly violated, (p>.05) p value for growth and productivity
was .44 &.66 respectively. (Table 4.4)
TABLE 4.5
ELM, GI : ANOVA
Sum of Squares df Mean Square F Sig.
Growth Between
Groups
1.493 1 1.493 4.495 .047
Within Groups 6.312 19 .332
Total 7.806 20
Productivity
(Revenue
generated)
Between
Groups
188928571428.571 1 188928571428.571 10.430 .004
Within Groups 344166666666.667 19 18114035087.719
Total 533095238095.238 20
Source: (On the basis of calculations on SPSS)
The ANOVA was significant for growth, F (1,19) = 4.49, p<.05,
2 = .19. The Soft skills level had a significant and large size effect on
Impact of Soft Skills on Growth and Productivity in Services
115
growth of the employees at entry level management in General insurance
industry.
The Soft skills level had a significant and large size effect on the
productivity of the employees at entry level management in General
insurance industry. The ANOVA was significant, F (1,19)=10.43, p<.05,
2 =.35.(Table 4.5)
This research study found the effect of Soft skills more
significant on the productivity than the growth of the employee at
entry level management in General Insurance Industry.
4.1.2 Entry Level Management (ELM) in Life Insurance
(LI) industry
TABLE 4.6
ELM, LI : Descriptive Statistics
N Minimum Maximum Mean Std.
Deviation
Entry Level Management
Life Insurance Industry
Soft skills 13 3.95 4.55 4.1774 .17328
Growth 13 3.40 4.00 3.6462 .16641
Productivity (Revenue
generated)
13 100000.00 300000.00 171153.8462 53857.59952
Source: (On the basis of calculations on SPSS)
Impact of Soft Skills on Growth and Productivity in Services
116
The statistical analysis reveals that at the Entry level management
of the Life insurance industry the minimum Soft skills score was 3.95
and the maximum was 4.55. The balance point of the distribution that is
mean of Soft skills score was 4.1 and the standard deviation was .17328.
The minimum growth score was 3.40 and maximum was 4.00 of
the employees of entry level management in Life insurance industry.
The mean value of the growth score was 3.6 and the standard deviation
was .16641.
The study finds out the minimum average monthly revenue
generated by the employees of entry level of management in life
insurance industry was 100000. 00 (one lakh rupees) and maximum
average monthly revenue generated was 300000.00 (three lakh rupees).
The mean value of the average monthly revenue was 171153.84 with
the standard deviation was 53857.59.(Table 4.6)
Impact of Soft Skills on Growth and Productivity in Services
117
TABLE 4.7
ELM, LI : Correlations between Soft skills,
Growth and Productivity
Soft
skills
Growth Productivity
(Revenue generated)
Soft
skills
Pearson Correlation 1 .874**
.975**
Sig. (2-tailed) .000 .000
N 13 13 13
**. Correlation is significant at the 0.01 level (2-tailed). Source: (On the basis of calculations on SPSS)
The relation between the Soft skills score, growth and productivity
was examined with correlation analysis. The strong linear correlation
was found between the Soft skills score, growth and productivity of the
employees of entry level management of Life insurance industry. The r
value for growth, and productivity was found .87 and.97 respectively
that was highly significant.(Table 4.7)
TABLE 4.8
ELM, LI : Descriptive Statistics for ANOVA
N Mean Std. Deviation
Growth
High Level of Soft skills 10 3.7000 .14142
Low Level of Soft skills 3 3.4667 .11547
Total 13 3.6462 .16641
Productivity
(Revenue generated)
High Level of Soft skills 10 190000.0000 45946.82917
Low Level of Soft skills 3 108333.3333 14433.75673
Total 13 171153.8462 53857.59952
Source: (On the basis of calculations on SPSS)
Impact of Soft Skills on Growth and Productivity in Services
118
The impact of independent variable Soft skills on dependent
variables growth and productivity was statistically analysed. One Way
Analysis of variance(ANOVA) test was applied in order to find out the
impact of high level of Soft skills and low level of Soft skills on
growth and productivity of the employees of entry level management
in Life insurance industry.
The analysis reveals that the employees with high level of Soft
skills have higher mean value for growth score and productivity than
employees with Low level of Soft skills of entry level of management
in Life insurance industry. (Table 4.8)
TABLE 4.9
ELM, LI : Test of Homogeneity of Variances
Levene
Statistic
df1 df2 Sig.
Growth .631 1 11 .444
Productivity (Revenue generated) 1.258 1 11 .286
Source: (On the basis of calculations on SPSS)
A Levene test of homogeneity of variance conducted prior to the
ANOVA did not indicate the assumption of homogeneity of variance
was significantly violated, (p>.05) p value for growth and productivity
was .44 &.28 respectively . (Table 4.9)
Impact of Soft Skills on Growth and Productivity in Services
119
TABLE 4.10
ELM, LI : ANOVA
Sum of Squares Df Mean Square F Sig.
Growth Between Groups .126 1 .126
6.687 .025 Within Groups .207 11 .019
Total .332 12
Productivity
(Revenue
generated)
Between Groups 15391025641.026 1 15391025641.026
8.719 .013 Within Groups 19416666666.667 11 1765151515.152
Total 34807692307.692 12
Source: (On the basis of calculations on SPSS)
The ANOVA was significant for growth, F (1,11)= 6.68, p<.05,
2 = .37. The Soft skills level had a significant and large size effect on
growth of the employees at entry level management in Life insurance
industry.
The Soft skills level had a significant and large size effect on the
productivity of the employees at entry level management in Life
insurance industry. The ANOVA was significant, F (1,11)=8.71, p<.05,
2 =.44. (Table 4.10)
This research study found the effect of Soft skills more
significant on the productivity than the growth of the employee at
entry level management in Life insurance industry.
Impact of Soft Skills on Growth and Productivity in Services
120
4.1.3 Entry Level Management (ELM) in Equity Industry (EI)
TABLE 4.11
ELM,EI: Descriptive Statistics
N Minimum Maximum Mean Std.
Deviation
Entry Level of
Management
0
Equity Industry 0
Soft skills 68 3.17 4.79 3.9435 .38153
Growth 68 1.90 4.80 3.1868 .87313
Productivity
(Revenue generated)
68 18750.00 70000.00 38519.6078 14363.31267
Valid N (list
wise)
0
Source: (On the basis of calculations on SPSS)
The statistical analysis reveals that at the Entry level management
of the Equity industry the minimum Soft skills score was 3.17 and the
maximum was 4.79 .The balance point of the distribution that is mean of
Soft skills score was 3.9 and the standard deviation was .38 .
The minimum growth score was 1.90 and maximum was 4.80 of
the employees of entry level management in Equity industry. The mean
value of the growth score was 3.1 and the standard deviation was .87.
The study finds out the minimum average monthly revenue
generated by the employees of entry level of management in Equity
Impact of Soft Skills on Growth and Productivity in Services
121
industry was 18750.00 (Eighteen Thousand Seven Hundred and Fifty
rupees) and maximum average monthly revenue generated was
70000.00 (Seventy Thousand rupees). The mean value of the average
monthly revenue was 38519.60 with the standard deviation was
14363.31 . (Table 4.11)
TABLE 4.12
ELM, EI: Correlations between Soft skills, Growth and Productivity
Soft
skills
Growth Productivity
(Revenue generated)
Soft
skills
Pearson Correlation 1 .273* .333
**
Sig. (2-tailed) .024 .005
N 68 68 68
*. Correlation is significant at the 0.05 level (2-tailed). **.Correlation is significant at the 0.01 level (2-tailed). Source: (On the basis of calculations
on SPSS)
The relation between the Soft skills score, growth and
productivity was examined with correlation analysis. The positive linear
correlation with medium magnitude was found between the Soft skills
score, growth and productivity of the employees of entry level
management of Equity industry. The r value for growth, and
productivity was found .27 and.33 respectively that was highly
significant. (Table 4.12)
Impact of Soft Skills on Growth and Productivity in Services
122
TABLE 4.13
ELM, EI: Descriptive Statistics for ANOVA
N Mean Std.
Deviation
Growth High Level of Soft skills 32 3.4406 .80996
Low Level of Soft skills 36 2.9611 .87579
Total 68 3.1868 .87313
Productivity
(Revenue
generated)
High Level of Soft skills 32 43023.4375 12530.82640
Low Level of Soft skills 36 34516.2037 14859.97900
Total 68 38519.6078 14363.31267
Source: (On the basis of calculations on SPSS)
The impact of Independent variable Soft skills on dependent
variables growth and productivity was statistically analysed .One Way
Analysis of variance (ANOVA) test was applied in order to find out the
impact of high level of Soft skills and low level of Soft skills on
growth and productivity of the employees of entry level management
in Equity industry.
The analysis reveals that the employees with high level of Soft
skills have higher mean value for growth score and productivity than
employees with Low level of Soft skills of entry level of management
in Equity industry. (Table 4.13)
Impact of Soft Skills on Growth and Productivity in Services
123
TABLE 4.14
ELM, EI : Test of Homogeneity of Variances
Levene
Statistic
df1 df2 Sig.
Growth 1.884 1 66 .174
Productivity (Revenue generated) 1.354 1 66 .249
Source: (On the basis of calculations on SPSS)
A Levene test of homogeneity of variance conducted prior to the
ANOVA did not indicate the assumption of homogeneity of variance
was significantly violated, (p>.05) p value for growth and productivity
was .17 & .24 respectively . (Table 4.14)
The ANOVA was significant for growth, F (1,66) = 5.44, p<.05,
2 = .076. The Soft skills level had a significant and Medium size effect
on growth of the employees at entry level management in Equity
industry.
The Soft skills level had a significant and medium size effect on
the productivity of the employees at entry level management in Equity
industry. The ANOVA was significant, F (1,66)=6.42, p<.05, 2
= .088.
(Table 4.15)
Impact of Soft Skills on Growth and Productivity in Services
124
TABLE 4.15
ELM, EI: ANOVA
Sum of Squares df Mean Square F Sig.
Growth Between Groups 3.895 1 3.895 5.449 .023
Within Groups 47.183 66 .715
Total 51.078 67
Productivity
(Revenue
generated)
Between Groups 1226084219.828 1 1226084219.828 6.424 .014
Within Groups 12596334080.826 66 190853546.679
Total 13822418300.654 67
Source: (On the basis of calculations on SPSS)
This research study found the effect of Soft skills more
significant on the productivity than the growth of the employee at
entry level management in Equity industry.
Impact of Soft Skills on Growth and Productivity in Services
125
4.2 Impact of Soft skills on Growth and Productivity of
Middle Level Management
4.2.1 Middle Level Management(MLM) in General Insurance
(GI) industry
TABLE 4.16
MLM,GI : Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
Middle Level
Management
General Insurance
Industry
Soft skills 21 3.11 4.86 4.1013 .45760
Growth 21 3.00 4.80 3.8381 .47590
Productivity
(Revenue generated)
21 1500000.00 5000000.00 3380952.3810 1059537.18558
Source: (On the basis of calculations on SPSS)
The statistical analysis reveals that at the Middle level
management in the General insurance industry the minimum Soft skills
score was 3.11 and the Maximum was 4.86. The balance point of the
distribution that is mean of Soft skills score was 4.1 and the standard
deviation was .45760 .
The minimum growth score was 3.00 and maximum was 4.80 of
the employees of Middle level management in General insurance
Impact of Soft Skills on Growth and Productivity in Services
126
industry. The mean value of the growth score was 3.8 and the standard
deviation was .47590.
The study finds out the minimum average monthly revenue
generated by the Middle level Management employees in General
insurance industry was 1500000.00 (Fifteen lakh rupees) and maximum
average monthly revenue generated was 5000000.00 (Fifty lakh rupees).
The mean value of the average monthly revenue was 3380952.38 with
the standard deviation was 1059537.18. (Table 4.16)
TABLE 4.17
MLM,GI : Correlations between Soft skills, Growth and Productivity
Soft
skills Growth
Productivity
(Revenue generated)
Soft
Skills
Pearson Correlation 1 .781**
.757**
Sig. (2-tailed)
.000 .000
N 21 21 21
**.Correlation is significant at the 0.01 level (2-tailed). Source: (On the basis of calculations on SPSS)
The relation between the Soft skills score, growth and productivity
was examined with correlation analysis. The strong linear correlation
was found between the Soft skills score, growth and productivity of the
employees of Middle level management of General Insurance industry.
The r value for growth, and productivity was found .78 and .75
respectively that was highly significant. (Table 4.17)
Impact of Soft Skills on Growth and Productivity in Services
127
TABLE 4.18
MLM,GI : Descriptive Statistics for ANOVA
N Mean Std. Deviation
Growth High Level of Soft skills 12 4.1167 .37618
Low Level of Soft skills 9 3.4667 .31623
Total 21 3.8381 .47590
Productivity
(Revenue generated)
High Level of Soft skills 12 3875000.0000 801277.38926
Low Level of Soft skills 9 2722222.2222 1034139.471
Total 21 3380952.3810 1059537.186
Source: (On the basis of calculations on SPSS)
The impact of Independent variable Soft skills on dependent
variables growth and productivity was statistically analysed. One Way
Analysis of variance(ANOVA) test was applied in order to find out the
impact of high level of Soft skills and low level of Soft skills on
growth and productivity of the employees of Middle level management
in General Insurance industry.
The analysis reveals that the employees with high level of Soft
skills have higher mean growth score and higher mean value for
productivity than employees with Low level of Soft skills of Middle
level of management in General Insurance industry. (Table 4.18)
Impact of Soft Skills on Growth and Productivity in Services
128
TABLE 4.19
MLM,GI : Test of Homogeneity of Variances
Levene Statistic df1 df2 Sig.
Growth .562 1 19 .462
Productivity (Revenue generated) .155 1 19 .698
Source: (On the basis of calculations on SPSS)
A Levene test of homogeneity of variance conducted prior to the
ANOVA did not indicate the assumption of homogeneity of variance
was significantly violated, (p>.05) p value for growth and productivity
was .46 and .69 respectively. (Table 4.19)
TABLE 4.20
MLM,GI : ANOVA
Sum of Squares df Mean Square F Sig.
Growth Between
Groups 2.173 1 2.173
17.518
.001
Within
Groups 2.357 19 .124
Total 4.530 20
Productivity
(Revenue
generated)
Between
Groups 6834325396825.400 1 6834325396825.400
8.314
.010
Within
Groups 15618055555555.600 19 822002923976.608
Total 22452380952381.000 20
Source: (On the basis of calculations on SPSS)
The ANOVA was significant for growth, F (1,19)=17.51, p<.05,
2 = .47. The Soft skills level had a significant and large size effect on
Impact of Soft Skills on Growth and Productivity in Services
129
growth of the employees at Middle level management in General
Insurance industry.
The Soft skills level had a significant and large size effect on the
productivity of the employees at Middle level management in General
Insurance industry. The ANOVA was significant, F (1,19)=8.31, p<.05,
2 = .30. (Table 4.20)
This research study found the effect of Soft skills more
significant on the Growth than the Productivity of the employees at
Middle level management in General Insurance industry.
4.2.2 Middle Level Management(MLM) in Life Insurance (LI)
Industry
TABLE 4.21
MLM, LI: Descriptive Statistics
N Minimum Maximum Mean
Std.
Deviation
Middle Level
Management
Life Insurance
Industry
Soft skills 6 3.51 4.55 4.0319 .44854
Growth 6 2.80 4.40 3.8333 .63770
Productivity
(Revenue generated) 6 200000.00 800000.00 516666.6667 285773.80332
Source: (On the basis of calculations on SPSS)
Impact of Soft Skills on Growth and Productivity in Services
130
The statistical analysis reveals that at the Middle level management
in the Life Insurance industry the minimum Soft skills score was 3.51 and
the Maximum was 4.55. The balance point of the distribution that is mean
of Soft skills score was 4.03 and the standard deviation was .44854.
The minimum growth score was 2.80 and maximum was 4.40 of
the employees of Middle level management in Life Insurance industry.
The mean value of the growth score was 3.8 and the standard deviation
was .63770.
The study finds out the minimum average monthly revenue
generated by the Middle level Management employees in Life Insurance
industry was 200000 .00 (Two lakh rupees) and maximum average
monthly revenue generated was 800000.00 (Eight lakh rupees). The
mean value of the average monthly revenue was 516666.66 with the
standard deviation was 285773.80.(Table 4.21)
TABLE 4.22
MLM, LI: Correlations between Soft skills, Growth and Productivity
Soft
skills Growth
Productivity
(Revenue generated)
Soft
Skills
Pearson Correlation 1 .861* .974
**
Sig. (2-tailed) .028 .001
N 6 6 6
*. Correlation is significant at the 0.05 level (2-tailed). **. Correlation is significant at the 0.01 level (2-tailed). Source: (On the basis of
calculations on SPSS)
Impact of Soft Skills on Growth and Productivity in Services
131
The relation between the Soft skills score, growth and productivity
was examined with correlation analysis. The strong linear correlation
was found between the Soft skills score, growth and productivity of the
employees of Middle level management of Life Insurance industry. The
r value for growth, and productivity was found .95 and .90 respectively
that was highly significant. (Table 4.22)
TABLE 4.23
MLM, LI: Descriptive Statistics for ANOVA
N Mean Std. Deviation
Growth High level of Soft skills 3 4.3333 .11547
Low Level of Soft skills 3 3.3333 .50332
Total 6 3.8333 .63770
Productivity
(Revenue generated)
High level of Soft skills 3 766666.6667 57735.02692
Low Level of Soft skills 3 266666.6667 115470.05384
Total 6 516666.6667 285773.80332
Source: (On the basis of calculations on SPSS)
The impact of Independent variable Soft skills on dependent
variables growth and productivity was statistically analysed .One Way
Analysis of variance (ANOVA) test was applied in order to find out the
impact of high level of Soft skills and low level of Soft skills on growth
and productivity of the employees of Middle level management in Life
Insurance industry.
Impact of Soft Skills on Growth and Productivity in Services
132
The analysis reveals that the employees with high level of Soft
skills have higher mean growth score and higher mean value for
productivity than employees with Low level of Soft skills of Middle
level of management in Life Insurance industry.(Table 4.23)
TABLE 4.24
MLM, LI: Test of Homogeneity of Variances
Levene Statistic df1 df2 Sig.
Growth 3.273 1 4 .145
Productivity(Revenue generated) 3.200 1 4 .148
Source: (On the basis of calculations on SPSS)
A Levene test of homogeneity of variance conducted prior to the
ANOVA did not indicate the assumption of homogeneity of variance
was significantly violated, (p>.05) p value for growth and productivity
was .145 and .148 respectively. (Table 4.24)
TABLE 4.25
MLM, LI: ANOVA
Sum of Squares df Mean Square F Sig.
Growth Between
Groups
1.500 1 1.500 11.250 .028
Within Groups .533 4 .133
Total 2.033 5
Productivity
(Revenue
generated)
Between
Groups
375000000000.00 1 375000000000.00 45.000 .003
Within Groups 33333333333.333 4 8333333333.333
Total 408333333333.333 5
Source: (On the basis of calculations on SPSS)
Impact of Soft Skills on Growth and Productivity in Services
133
The ANOVA was significant for growth, F (1,4) =11.25, p<.05,
2 = .73. The Soft skills level had a significant and large size effect on
growth of the employees at Middle level management in Life Insurance
industry.
The Soft skills level had a significant and large size effect on the
productivity of the employees at Middle level management in Life
Insurance industry. The ANOVA was significant, F (1,4)=45.0, p <.05,
2 = . 91.(Table 4.25)
This research study found the effect of Soft skills more
significant on the Productivity than the Growth of the employees at
Middle level management in Life Insurance industry.
4.2.3 Middle Level Management (MLM) in Equity Industry (EI)
TABLE 4.26
MLM, EI : Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
Middle Level Management
Equity Industry
Soft skills 9 3.69 4.50 4.1362 .29476
Growth 9 2.60 4.80 3.9556 .81104
Productivity
(Revenue generated)
9 250000.00 550000.00 377777.7778 100346.62149
Source: (On the basis of calculations on SPSS)
Impact of Soft Skills on Growth and Productivity in Services
134
The statistical analysis reveals that at the Middle level management
in the Equity Industry the minimum Soft skills score was 3.69 and the
Maximum was 4.50. The balance point of the distribution that is mean
of Soft skills score was 4.1 and the standard deviation was .29.
The minimum growth score was 2.60 and maximum was 4.80 of the
employees of Middle level management in Equity industry. The mean
value of the growth score was 3.9 and the standard deviation was .81.
The study finds out the minimum average monthly revenue
generated by the Middle level Management employees in Equity industry
was 250000.00 (Two Lakh Fifty Thousand rupees) and maximum
average monthly revenue generated was 550000.00 (Five Lakh Fifty
Thousand rupees). The mean value of the average monthly revenue was
377777.77 with the standard deviation was 100346.62. (Table 4.26)
TABLE 4.27
MLM, EI : Correlations between Soft skills, Growth and Productivity
Soft
skills
Growth Productivity
(Revenue generated)
Soft
Skills
Pearson Correlation 1 .959**
.908**
Sig. (2-tailed) .000 .001
N 9 9 9
**Correlation is significant at the 0.01 level (2-tailed). Source: (On the basis of calculations
on SPSS)
Impact of Soft Skills on Growth and Productivity in Services
135
The relation between the Soft skills score, growth and productivity
was examined with correlation analysis. The strong linear correlation
was found between the Soft skills score, growth and productivity of the
employees of Middle level management of Equity industry. The r value
for growth, and productivity was found .95 and .90 respectively that was
highly significant. (Table 4.27)
TABLE 4.28
MLM, EI : Descriptive Statistics for ANOVA
N Mean Std. Deviation
Growth High Level of Soft skills 7 4.2857 .53984
Low Level of Soft skills 2 2.8000 .28284
Total 9 3.9556 .81104
Productivity
(Revenue generated)
High Level of Soft skills 7 414285.7143 80178.37257
Low Level of Soft skills 2 250000.0000 .00000
Total 9 377777.7778 100346.62149
Source: (On the basis of calculations on SPSS)
The impact of independent variable Soft skills on dependent
variables growth and productivity was statistically analysed. One Way
Analysis of variance(ANOVA) test was applied in order to find out the
impact of high level of Soft skills and low level of Soft skills on growth
and productivity of the employees of Middle level management in
Equity industry .
Impact of Soft Skills on Growth and Productivity in Services
136
The analysis reveals that the employees with high level of Soft
skills have higher mean growth score and higher mean value for
productivity than employees with Low level of Soft skills of Middle
level of management in Equity industry.(Table 4.28)
TABLE 4.29
MLM, EI : Test of Homogeneity of Variances
Levene Statistic df1 df2 Sig.
Growth 4.540 1 7 .071
Productivity (Revenue generated) 4.130 1 7 .082
Source: (On the basis of calculations on SPSS)
A Levene test of homogeneity of variance conducted prior to the
ANOVA did not indicate the assumption of homogeneity of variance
was significantly violated, (p>.05) p value for growth and productivity
was .07 and .08 respectively . (Table 4.29)
TABLE 4.30
MLM, EI : ANOVA
Sum of Squares df Mean Square F Sig.
Growth Between Groups 3.434 1 3.434 13.144 .008
Within Groups 1.829 7 .261
Total 5.262 8
Productivity
(Revenue
generated)
Between Groups 41984126984.127 1 41984126984.127 7.619 .028
Within Groups 38571428571.429 7 5510204081.633
Total 80555555555.556 8
Source: (On the basis of calculations on SPSS)
Impact of Soft Skills on Growth and Productivity in Services
137
The ANOVA was significant for growth, F (1,7) =13.14 p<.05,
2 = .65.The Soft skills level had a significant and large size effect on
growth of the employees at Middle level management in Equity industry.
The Soft skills level had a significant and large size effect on the
productivity of the employees at Middle level management in Equity
industry. The ANOVA was significant, F (1,7) = 7.61, p<.05, 2
= .52.
(Table 4.30)
This research study found the effect of Soft skills more
significant on the Growth than the Productivity of the employees at
Middle level management in Equity Industry.
Impact of Soft Skills on Growth and Productivity in Services
138
4.3 Impact of Soft skills on Growth and Productivity of
High Level Management
4.3.1 High Level Management (HLM) in General Insurance
industry (GI)
TABLE 4.31
HLM,GI :Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
High Level Management 0
General Insurance
Industry
0
Soft skills 6 3.28 3.69 3.4661 .17315
Growth 6 2.80 4.00 3.4667 .48442
Productivity (Revenue
generated)
6 5000000.00 20000000.00 10916666.6667 6560614.80859
Source: (On the basis of calculations on SPSS)
The statistical analysis reveals that at the High level management
in the General Insurance industry the minimum Soft skills score was 3.28
and the Maximum was 3.69 .The balance point of the distribution that is
mean of Soft skills score was 3.4 and the standard deviation was .17315.
The minimum growth score was 2.80 and maximum was 4.00 of
the employees of High level management in General Insurance industry.
The mean value of the growth score was 3.4 and the standard deviation
was .48442.
Impact of Soft Skills on Growth and Productivity in Services
139
The study finds out the minimum average monthly revenue
generated by the High level Management employees in General
Insurance industry was 5000000 (Fifty lakh rupees) and maximum
average monthly revenue generated was 20000000 (Two Crore rupees).
The mean value of the average monthly revenue was 10916666.66 with
the standard deviation was 6560614.80. (Table 4.31)
TABLE 4.32
HLM,GI :Correlations between Soft skills, Growth and Productivity
Soft
skills Growth
Productivity
(Revenue generated)
Soft
Skills
Pearson Correlation 1 .966**
.952**
Sig. (2-tailed)
.002 .003
N 6 6 6
**Correlation is significant at the 0.01 level (2-tailed). Source: (On the basis of calculations on SPSS)
The relation between the Soft skills score, growth and productivity
was examined with correlation analysis. The strong linear correlation
was found between the Soft skills score, growth and productivity of the
employees of High level management of General Insurance industry.
The r value for growth, and productivity was found .96 and .95
respectively that was highly significant. (Table 4.32)
Impact of Soft Skills on Growth and Productivity in Services
140
TABLE 4.33
HLM,GI :Descriptive Statistics for ANOVA
N Mean Std. Deviation
Growth High Level of Soft skills 3 3.8667 .23094
Low Level of Soft skills 3 3.0667 .23094
Total 6 3.4667 .48442
Productivity
(Revenue
generated)
High Level of Soft skills 3 16000000.0000 5291502.62213
Low Level of Soft skills 3 5833333.3333 1443375.67297
Total 6 10916666.6667 6560614.80859
Source: (On the basis of calculations on SPSS)
The impact of independent variable Soft skills on dependent
variables growth and productivity was statistically analysed. One Way
Analysis of variance(ANOVA) test was applied in order to find out the
impact of high level of Soft skills and low level of Soft skills on
growth and productivity of the employees of High level management in
General Insurance industry .
The analysis reveals that the employees with high level of Soft
skills have higher mean growth score and higher mean value for
productivity than employees with Low level of Soft skills of High level
of management in General Insurance industry.(Table 4.33)
Impact of Soft Skills on Growth and Productivity in Services
141
TABLE 4.34
HLM,GI :Test of Homogeneity of Variances
Levene Statistic df1 df2 Sig.
Growth .000 1 4 1.000
Productivity (Revenue generated) 5.917 1 4 .072
Source: (On the basis of calculations on SPSS)
A Levene test of homogeneity of variance conducted prior to the
ANOVA did not indicate the assumption of homogeneity of variance
was significantly violated, (p>.05) p value for growth and productivity
was . 1.0 and respectively . 07. (Table 4.34)
TABLE 4.35
HLM,GI :ANOVA
Sum of Squares df Mean Square F Sig.
Growth Between Groups
.960 1 .960 18.000 .013
Within Groups .213 4 .053
Total 1.173 5
Productivity (Revenue
generated)
Between Groups
155041666666666.700 1 155041666666666.700 10.307 .033
Within Groups 60166666666666.664 4 15041666666666.666
Total 215208333333333.340 5
Source: (On the basis of calculations on SPSS)
The ANOVA was significant for growth, F (1,4) = 18.0, p < .05,
2 =.81. The Soft skills level had a significant and large size effect on
growth of the employees at High level management in General Insurance
industry. The Soft skills level had a significant and large size effect on
Impact of Soft Skills on Growth and Productivity in Services
142
the productivity of the employees at High level management in General
Insurance industry. The ANOVA was significant, F (1,4) =10.30,
p < .05, 2
= .72( Table 4.35)
This research study found the effect of Soft skills more
significant on the Growth than the Productivity of the employees at
High level management in General Insurance Industry.
4.3.2 High Level Management (HLM) in Life Insurance industry
(LI)
TABLE 4.36
HLM, LI : Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
High Level
Management 0
Life Insurance
Industry 0
Soft skills 4 3.31 4.49 3.9606 .48930
Growth 4 3.00 4.30 3.6000 .64807
Productivity
(Revenue generated)
4 2000000.00 4000000.00 2925000.0000 977667.29174
Source: (On the basis of calculations on SPSS)
The statistical analysis reveals that at the High level management
in the Life Insurance industry the minimum Soft skills score was 3.31
and the Maximum was 4.49 .The balance point of the distribution that is
mean of Soft skills score was 3.9 and the standard deviation was .48 .
Impact of Soft Skills on Growth and Productivity in Services
143
The minimum growth score was 3.00 and maximum was 4.3 of
the employees of High level management in Life Insurance industry.
The mean value of the growth score was 3.6 and the standard deviation
was .64807.
The study finds out the minimum average monthly revenue
generated by the High level Management employees in Life Insurance
industry was 2000000 (Twenty Lakh rupees) and maximum average
monthly revenue generated was 4000000 (Forty lakh rupees). The mean
value of the average monthly revenue was 2925000.00 with the standard
deviation 977667.29.( Table 4.36)
TABLE 4.37
HLM, LI : Correlations between Soft skills, Growth and Productivity
Soft skills Growth Productivity
(Revenue generated)
Soft
Skills
Pearson Correlation 1 .859 .872
Sig. (2-tailed) .141 .128
N 4 4 4
Source: (On the basis of calculations on SPSS)
The relation between the Soft skills score, growth and productivity
was examined with correlation analysis. The strong linear correlation
was found between the Soft skills score, growth and productivity of the
Impact of Soft Skills on Growth and Productivity in Services
144
employees of High level management of Life Insurance industry. The r
value for growth, and productivity was found .85 and .87 respectively
.(Table 4.37)
TABLE 4.38
HLM, LI : Descriptive Statistics for ANOVA
N Mean Std. Deviation
Growth High Level of Soft skills 2 4.1500 .21213
Low Level of Soft skills 2 3.0500 .07071
Total 4 3.6000 .64807
Productivity
(Revenue generated)
High Level of Soft skills 2 3750000.00 353553.39059
Low Level of Soft skills 2 2100000.00 141421.35624
Total 4 2925000.00 977667.29174
Source: (On the basis of calculations on SPSS)
The impact of Independent variable Soft skills on dependent
variables growth and productivity was statistically analysed. One Way
Analysis of variance(ANOVA) test was applied in order to find out the
impact of high level of Soft skills and low level of Soft skills on
growth and productivity of the employees of High level management
in Life Insurance industry .
The analysis reveals that the employees with high level of Soft
skills have higher mean growth score and higher mean value for
productivity than employees with Low level of Soft skills of High level
of management in Life Insurance industry.(Table.38)
Impact of Soft Skills on Growth and Productivity in Services
145
TABLE 4.39
HLM, LI : Robust Tests of Equality of Means
Statistica df1 df2 Sig.
Growth Brown-Forsythe 48.400 1 1.220 .063
Productivity
(Revenue generated)
Brown-Forsythe 37.552 1 1.312 .064
a. Asymptotically F distributed. Source: (On the basis of calculations on SPSS)
The sample size was very small at high level management in life
insurance industry. According to, 2008, Stern. D Leonard, book ''A
visual Approach to SPSS for windows''. To avoid Type I errors, in place
of the levene test of homogeneity of variance the Brown-Forsythe test
was conducted to test the equality of group means . Brown-Forsy the
test was conducted prior to the ANOVA did not indicate the assumption
of homogeneity of variance was significantly violated, (p>.05) p value
for growth and productivity was .063 and respectively .064. (Table 4.39)
TABLE 4.40
HLM, LI : ANOVA
Sum of Squares Df Mean Square F Sig.
Growth Between
Groups
1.210 1 1.210 48.400 .020
Within
Groups
.050 2 .025
Total 1.260 3
Productivity
(Revenue generated)
Between
Groups
2722500000000.000 1 2722500000000.000 37.552 .026
Within
Groups
145000000000.000 2 72500000000.000
Total 2867500000000.000 3
Source: (On the basis of calculations on SPSS)
Impact of Soft Skills on Growth and Productivity in Services
146
The ANOVA was significant for growth, F (1,2) = 48.40, p < .05,
2=.96. The Soft skills level had a significant and large size effect on
growth of the employees at High level management in Life Insurance
industry.
The Soft skills level had a significant and large size effect on the
productivity of the employees at High level management in Life
Insurance industry. The ANOVA was significant, F (1,3) =37.55, p<.05,
2 = . 94.(Table 4.40)
This research study found the effect of Soft skills more
significant on the Growth than the Productivity of the employees at
High level management in Life Insurance Industry.
4.3.3. High Level Management (HLM) in Equity Industry (EI)
TABLE 4.41
HLM, EI : Descriptive Statistics
N Minimum Maximum Mean Std.
Deviation
High Level
Management 0
Equity Industry 0
Soft skills 2 3.89 4.14 4.0153 .18200
Growth 2 3.80 4.50 4.1500 .49497
Productivity
(Revenue
generated) 2 1500000.00 2000000.00 1750000.0000 353553.39059
Source: (On the basis of calculations on SPSS)
Impact of Soft Skills on Growth and Productivity in Services
147
The statistical analysis reveals that at the High level management
in the Equity industry the minimum Soft skills score was 3.89 and the
Maximum was 4.14 .The balance point of the distribution that is mean
of Soft skills score was 4.0 and the standard deviation was .18200 .
The minimum growth score was 3.80 and maximum was 4.50 of
the employees of High level management in Equity industry. The mean
value of the growth score was 4.15 and the standard deviation was .49497.
The study finds out the minimum average monthly revenue
generated by the High level Management employees in Equity industry
was 1500000.00 (Fifteen lakh rupees) and maximum average monthly
revenue generated was 2000000.00 (Twenty Lakh rupees). The mean
value of the average monthly revenue was 1750000.00 with the standard
deviation was 353553.39. (Table 4.41)
TABLE 4.42
HLM, EI : Correlations between Soft skills, Growth and Productivity
Soft skills Growth Productivity
(Revenue generated)
Pearson Correlation 1 1.000**
1.000**
Sig. (2-tailed) . .
N 2 2 2
**. Correlation is significant at the 0.01 level (2-tailed). Source: (On the basis of calculations on SPSS)
Impact of Soft Skills on Growth and Productivity in Services
148
The relation between the Soft skills score, growth and productivity
was examined with correlation analysis. The strong linear correlation
was found between the Soft skills score, growth and productivity of the
employees of High level management of Equity industry. The r value
for growth, and productivity was found 1.0 and 1.0 respectively that was
highly significant.( Table 4.42)
The analysis of descriptive statistics reveals the growth and
productivity of the employee with high level of Soft skills was higher
than the employee with low level of Soft skills of High level
management of Equity industry.
This research study found the effect of Soft skills more on
the Growth than the Productivity of the employees at High level
management in Equity Industry.
At high level of management in equity industry the sample size
was very small therefore One Way Analysis of variance(ANOVA) test
could not be applied to find out the impact of high level of Soft skills
and low level of Soft skills on growth and productivity of the employees
of High level management in equity industry .
Impact of Soft Skills on Growth and Productivity in Services
149
4.4 Comparative analysis of the impact of Soft skills on
Growth and Productivity in selected services
In this research study comparative analysis has been done of the
Soft skills impact on growth &productivity in selected services .The
Significance value achieved by application of ANOVA is used to
compare the Soft skills effect in selected services .
Impact of Soft skills on Growth in Selected Services: Table 4.43
Industry
Entry level
management
Middle level
management
High level
management
Impact
of Soft
skills on
Growth
General
insurance 0.047 0.001 0.013
Life
insurance 0.025 0.028 0.02
Equity 0.023 0.008 *
*The sample size of high level management in equity industry was very small so significance value was not achieved by application of ANOVA. Source: (On the basis of
calculations)
On the basis of available data(4.43) this research study found:
The Comparative analysis of Significance value achieved by
application of ANOVA,
1. The significant effect of Soft skills is more on growth of higher
levels of management across the selected services.
2. The significance effect of Soft skills is highest on the growth of
Middle level management of general insurance industry .
Impact of Soft Skills on Growth and Productivity in Services
150
Impact of Soft skills on Productivity in Selected Services :
TABLE 4.44
Industry
Entry level
management
Middle level
management
High level
management
Impact of
Soft skills
on
Productivity
General
insurance 0.004 0.01 0.033
Life
insurance 0.013 0.003 0.026
Equity 0.014 0.028 *
* The sample size of high level management in equity industry was very small so
significance value was not achieved by application of ANOVA. Source: (On the basis of
calculations)
On the basis of available data this research study found :
The Comparative analysis of Significance value achieved by
application of ANOVA, The table 4.44---reveals
1. The significant effect of Soft skills is higher on the Productivity
of Lower levels of management across the selected services.
2. The significant effect of Soft skills is highest on the Productivity
of Middle level management of life insurance industry.
There significant effect of Soft skills on the productivity of Life
insurance industry.