Questionnaire for Research on the topic "Knowledge Management and Human Resource Practices in

Indian Service Sector”.

I Ms Rajni, research scholar, Department of Management Studies, DeenbandhuChhotu Ram University of
Science and Technology, Murthal (Sonipat) has been "Knowledge Management and Human Resource
Practices in Indian Service Sector " and in this context I has framed the following questionnaire. The data for
the survey is being collected from the selected industries of service sector of India which are going to act as a
sample. I have selected your enterprise for this purpose. I know that your time is precious, yet I request you to
spare a few minutes and respond to the following questions. Your responses are very valuable to me and will be
extremely meaningful for my study. All information will be treated as STRICTLY CONFIDENTIAL and will
only be used for academic purposes.
Instructions for filling up the questionnaire:
1. Please answer the questions as objectively and honestly as possible.
2. Place a tick (✓) in the space provided after each question which reflects your answer the most accurately.
3. Where asked for comments or to express your own opinion, keep answers short and to the point.
4. Please answer all the questions, as this will provide more information to the researcher so that an accurate
analysis and interpretation of data can be made.
Thanking you in anticipation.

Part A: Personal Information of Respondent

NAME(optional)*:

DESIGNATION: Top level management  Middle level management Lower level management 

PLACE OF ORGANISATION: Delhi  Haryana  Punjab  Uttar Pradesh  Other 

CONTACT NUMBER(optional)*:9416012288

E-MAIL ADDRESS: mahipalsinghhadda@gmail.com

DATE: 09.04.2017

1. Please tick the age group you belong to (in years).

Less than 25  25-35  35-45  45-55 Y 55 – above 
2. Give your marital status.
Married Y Single  Widowed  Divorced  Living Together 
3. What is your per year income.
Less than 5 lakhs  5-10 lakhs Y 10-20 lakhs  20 lakhs and above 
4. What is your family structure? Joint Y Nuclear 
5. What is your highest educational qualification?
Illiterate  Matric  10+2  Diploma  Graduation Y Post Graduation  Any Other (Please
Specify)  ___________________
6. In which industry your organization is-
Education  Banking  Telecommunications Y IT  Health 
7. Do you have on the job experience?
No Experience  1-3 yrs  3-6 yrs  6-10 yrs  More Than 10 yrs Y
Please specify____________
8. What kind of experience do you have before joining the current job? (If no experiences please skip this
question)
Managerial  Technical  Professional  Any other 
Part B: Organizational Information
9. What is the nature of the organization?
Government  Private  Semi Government Y
10. What is the location of your organisation? Urban Y Rural  Semi Urban 
11. Indicate the legal status of your business (form of business ownership).
Sole Proprietorship  Partnership  Public Enterprises/ Company  Private Enterprises/ Company 
Affiliated Institution  Others 

12. How many workers are being employed in your organization?

Less Than 100  100-200  200-300  300-400  400+ Y

13. Indicate the turnover (annual sales) that your Organisation generates. (In Rs.)

Less than 5 lakhs  5-10 lakhs  10-15 lakhs  15-20 lakhs  20 lakhs and above Y

14. Indicate the value of capital assets of your organisation. (In Rs.)

Less than 5 lakhs  5-10 lakhs  10-15 lakhs  15-20 lakhs  20 lakhs and above Y

C: - How would you assess the relationship of Human Resource Practices and Knowledge Management in
your organization. (Please rate the following aspects on five point’s scale from strongly agree to strongly
disagree). Please tick the corresponding box.

Strongly Agree Agree Neutral Disagree Strongly Disagree

5 4 3 2 1
Disagree

Disagree
Strongly

Strongly
Neutral

STATEMENTS
Agree
Agree

Human Resource Management Practices Y

C.1 Recruitment Y
C.1.1 Helps in attracting talented personnel/applicants for different jobs. Y
C.1.2 Fulfil organizational thrust of committed and capable employees. Y
C.1.3 Qualified employees have the opportunity to be promoted to positions of
Y
greater pay and/or responsibility within the company.
C.1.4 Result in adapting and reconciling the available learning and expertise of an
Y
organization.
C.1.5 Various modes are used to advertise jobs of organisation. Y
C.2 Selection
Y

C.2.1 Helps in acquiring new knowledge. Y

C.2.2 Systems followed in the organisation are highly scientific and rigorous. Y
C.2.3 Facilitate sharing of experience, and expertise of different employees Y
C.2.4 Helps in competitiveness and proper Utilisation of Knowledge of employees.
Y

C.2.5 Valid and standardized tests are used when required. Y

C.3 Training and Development
C.3.1 Organisation conduct extensive training programme for its employees in all
Y
aspects of their jobs.
C.3.2 Motivates to learn new knowledge and skills. Y
C.3.3 Mentoring and/or coaching on the job is common in our organization. Y
C.3.4 Facilitate Creating, Accumulating, Organizing and utilizing Knowledge
Y
within an organisation
C.3.5 Creates employees willingness to work efficiently. Y
C.4 Compensation and Reward Strategies Y
C.4.1 Compensation is decided on the basis of competencies or ability of
Y
employee.
C.4.2 Encourage employees to create, share, adapt and utilize new knowledge. Y
C.4.3 Encourages employees to perform effectively towards goals. Y
C.4.4 Motivates to create, share and apply their experiences.
C.4.5 Brings commitment and cohesion. Y
C.5 Performance Appraisal Y
C.5.1 Prosper the scope for developing and providing new and innovative services
Y
to their clients.
C.5.2 Increases healthy competition. Y
C.5.3 Encourage Creation, Accumulation, Organisation and utilisation of
Y
Knowledge.
C.5.4 Employees are provided performance based feedback and counselling. Y
C.5.5 Persuade workers to perform in tune with organizational objectives. Y
C.6 Teamwork Y
C.6.1 Creates feeling of trust and belongingness that result in innovation and
Y
success of any business.
C.6.2 Enhance commitment Y
C.6.3 Foundation for any work, assignment and performance in an
Y
organization/industry.
C.6.4 Positive and significant impact of performance appraisal on employee
Y
commitment
C.6.5 Creates the sense of sharing the experiences while doing. Y
C.7 Employees Recognition Y
C.7.1 Encourage them to devise and apply their knowledge for the success of
Y
business.
C.7.2 Result in innovation Y
C.7.3 Strengthen the progress of knowledge creation, transfer, storing and
Y
application in organization.
C.7.4 Increases performance of different class of employees. Y
C.7.5 Paves way for achieving organizational objectives. Y
D Knowledge Management
D.1 Knowledge Acquisition Y
D.1.1 Researches in collaboration with universities/ research centre are conducted
to explore the future potential and to gain knowledge. Y
D.1.2 Employees obtain knowledge from customers, partners, and peer employees. Y
D.1.3 Employees obtain good extent of new knowledge from external sources
(through seminars, conferences, subscribed journals, educational course etc.) Y
D.1.4 IT (information technology) tools in the organization are simple to use and
have a user friendly interface. Y
D.1.5 Specific training and developmental programmes are organized by
organization for employee so that they take/join new knowledge/ insight of
job. Y
D.1.6 The organization has a team of experts (leaders) whose job is mentoring and
guiding different class of employees towards generation and acquiring of
new and innovative ideas. Y
D.2 Knowledge Sharing and Maintaining Y
D.2.1 Experts are encouraged to advertise openly about the methods they use in
product development and devising dynamic plans and policies. Y
D.2.2 Organisation has effective networks to facilitate exchange of information and
knowledge. Y
D.2.2 Knowledge was shared between superior and subordinates. Y
D.2.4 Employee shares their knowledge by formal procedures. Y
D.2.5 The organization has motivational policies & procedure that promotes
knowledge sharing. Y
D.2.6 Employees share their knowledge orally at meetings or informal gathering
(i.e. in the hallways, lunch etc.) Y
D.3 Knowledge Creation/Interpretation Y
D.3.1 The organization provide an environment of learning which help in
generating and dissenting knowledge. Y
D.3.2 The organization has management initiatives the motivates and leadership
that promotes the creation new knowledge with organization Y
D.3.3 The employee gets records and recognition when he creates new knowledge
within the organization. Y
D.3.4 Employees develop new and innovative strategies, approaches, tools and
products that increase competitive advantage and build the image of
organization in market. Y
D.3.5 Employees of the organization anticipate change in competition and (market)
demand and this proactively address them. Y
D.3.6 Employees demonstrate enthusiasm and curiosity for learning and advancing
knowledge. Y
D.4 Knowledge Memorizing or Application/ Storage
D.4.1 Information Technology tools are used to store data on implemented projects
tasks and activities. Y
D.4.2 The employees effectively manage and utilize their knowledge into practical
use. Y
D.4.3 Top management and officials are interested in applying and implementation Y
 of different knowledge management tools.
D.4.4 There is proper arrangement of information technology tools i.e. Internet and
intranet to share and enhance skills within organization. Y
D.4.5 Special incentives in the form of rewards and recognition are adopted by
organization for implementing knowledge management practices in
performance of work. Y
D.4.6 Organization has its strategy that is in coherence with knowledge
management process of an organization Y

E: - How would you evaluate and examine the impact of Human Resource Practices and Knowledge
Management on the performance of your organization. (Please rate the following aspects on five point’s
scale from strongly agree to strongly disagree). Please tick the corresponding box.
Statements

Disagree

Disagree
Strongly

Strongly
Neutral
Agree
Agree
E.1 Work relationship Y
E.1.1 Organization provide training programme to employee who need Y
improvement in their performance.
E.1.2 Does your company consider performance as one of the important Y
factor for promoting the employee?
E.1.3 Trust exists on an individual level through close working relationship Y
with colleagues.
E.1.4 There are less organizational disputes both within and with other Y
stakeholders.
E.1.5 Errors and failures are always discussed and analyzed in the Y
organization at all levels.
E.1.6 Attrition rate is low and people are satisfied with job and environment Y
provided to them.
E.1.7 Employees communicated their objectives and job expectations to . Y
management
E.2 Employee Productivity Y

E.2.1 All employees are committed to improving quality of services. Y

E.2.2 Employees are held accountable for their job. Y
E.2.3 I am/my department trying to find new and better ways to do things. Y
E.2.4 Employees are encouraged to adjust to changing situations through Y
innovation and creativity.
E.2.5 Job promotions are awarded fairly and without bias. Y
E.2.6 Employee absenteeism / turnover ratio are less as compared to last Y
year.
E.2.7 Employee performs their job well on specific time. Y
E.3 Innovation
E.3.1 Employees try to introduce innovative ideas, concepts while preparing Y
given tasks.
E.3.2 Employee’s innovative ideas that work are rewarded. Y
E.3.3 Organization promotes experimentation as a way of improving the Y
work process and quality of services
E.3.4 Over the last two years, organisation has improved its ability to q
identify new business opportunities.
E.3.5 Organisation avoid overlapping development of corporate initiatives.
E.3.6 Reduce redundancy of information and knowledge.
E.3.7 Improved quality product/services are offered to client during Y
preceding years.
E.4 Customer satisfaction Y Y

E.4.1 The organization’s service representatives are well trained and adhere Y
to professional standard of conduct.
E.4.2 The cost charged for rendering services are less than fellow Y
competitors
E.4.3 The number of clients associated with organization is increasing Y
continuously.
E.4.4 Interactive and informative workshops/seminars are organized for Y
clients.
E.4.5 Organization provides discounts and concessions to their regular Y
(long-term) clients.
E.4.6 The clients are motivated to use new and innovative services of
organisation.
E.4.7 The organization has well established section/department that handles Y
various problems of clients.
E.5 Financial Performance (over past three years...)
E.5.1 The organization received repute and distinctive performance rewards Y
by government for their specific performance
E.5.2 The profit of the organization moving towards increasing trend in the Y
form of new clients, projects, less wastages.
E.5.3 The rate of return on investment (ROI) has increased in comparison to Y
previous year.
E.5.4 The organization is having major sponsored projects from different Y
components of government and regulative agencies
E.5.5 There is reduction in cost and process cycle time. Y
E.5.6 The organization is able to attract the attention of potential investors Y
and enablers.
E.5.7 Our organization has a greater market share than its key competitors

E. How would you evaluate and examine the implication of Human Resource Practices and Knowledge
Management in present scenario in Indian organization. (Please rate the following aspects on five point’s
scale from strongly agree to strongly disagree). Please tick the corresponding box.

Statement
Disagree

Disagree
Strongly

Strongly
Neutral
Agree

Agree

E.1. Our organization become more profitable than its key competitors Y

E.2. Knowledge Management and Human Resource Management Y

practices improves profitability
 E.3. Knowledge Management (KM) improves cost performance Y
E.4. Our organization has a greater market share than its key competitors Y
E.5. Our organization is more innovative than its key competitors Y
E.6. We frequently look for ways to improve cost effectiveness of our Y
selling and promotional activities
E.7. If a major competitor launches an intensive campaign targeted at our Y
customers, we would implement a response immediately.
E.8. Our organization has more clients than its key competitors. Y
E.9. Our organization has more productivity than its key competitors. Y
E.10. Using Knowledge Management (KM) and Human Resource Y
Management practices (HRM) increases productivity.
E.11. The organization has better and collaborative alliances and Y
opportunities with outside agencies.
E.12. The market/social value of organization increased as compare to Y
competitors.
Suggestions: WE SHOULD DO OUR BEST TO MAKE THE NATION STRONG.

Thanks for your cooperation!

Regression Equation Between Human Resource

Practice and Acquisition

Regression Weights: (Group number 1 - Default model)

Estimate S.E. C.R. P Label

C.1.5 <--- C.1 1.000
C.1.4 <--- C.1 1.058 .035 30.257 ***
C.1.3 <--- C.1 1.005 .035 29.074 ***
C.1.2 <--- C.1 .999 .034 29.001 ***
C.1.1 <--- C.1 1.194 .035 33.704 ***
C.2.5 <--- C.2 1.000
C.2.4 <--- C.2 .966 .031 31.319 ***
C.2.3 <--- C.2 .962 .031 31.236 ***
C.2.2 <--- C.2 .961 .031 31.081 ***
C.2.1 <--- C.2 1.024 .029 35.151 ***
 Estimate S.E. C.R. P Label
C.3.5 <--- C.3 1.000
C.3.4 <--- C.3 .959 .047 20.433 ***
C.3.3 <--- C.3 1.070 .050 21.507 ***
C.3.2 <--- C.3 1.017 .049 20.637 ***
C.3.1 <--- C.3 1.504 .059 25.703 ***
C.4.5 <--- C.4 1.000
C.4.4 <--- C.4 1.024 .033 31.383 ***
C.4.3 <--- C.4 1.020 .033 31.203 ***
C.4.2 <--- C.4 1.015 .032 31.586 ***
C.4.1 <--- C.4 1.114 .030 36.830 ***
C.5.1 <--- C.5 1.000
C.5.2 <--- C.5 .889 .025 34.993 ***
C.5.3 <--- C.5 .926 .026 36.331 ***
C.5.4 <--- C.5 .900 .025 35.414 ***
C.5.5 <--- C.5 .902 .025 35.507 ***
C.6.1 <--- C.6 1.000
C.6.2 <--- C.6 .897 .023 38.721 ***
C.6.3 <--- C.6 .890 .023 38.190 ***
C.6.4 <--- C.6 .833 .023 36.746 ***
C.6.5 <--- C.6 .881 .024 37.107 ***
C.7.1 <--- C.7 1.000
C.7.2 <--- C.7 .871 .027 32.791 ***
C.7.3 <--- C.7 .884 .026 34.357 ***
C.7.4 <--- C.7 .922 .026 35.523 ***
C.7.5 <--- C.7 .911 .026 34.816 ***

Variances: (Group number 1 - Default model)

Estimate S.E. C.R. P Label

C.1 .690 .051 13.652 ***
C.2 .787 .054 14.448 ***
C.3 .355 .031 11.540 ***
C.4 .700 .049 14.236 ***
C.5 .934 .060 15.548 ***
C.6 1.044 .064 16.212 ***
C.7 .876 .056 15.540 ***
e1 .263 .017 15.604 ***
e2 .233 .016 14.839 ***
e3 .252 .016 15.444 ***
e4 .252 .016 15.476 ***
e5 .156 .013 11.626 ***
e6 .226 .016 14.505 ***
 Estimate S.E. C.R. P Label
e7 .253 .017 15.176 ***
e8 .254 .017 15.210 ***
e9 .258 .017 15.272 ***
e10 .169 .013 12.937 ***
e11 .246 .015 15.990 ***
e12 .251 .015 16.243 ***
e13 .252 .016 15.680 ***
e14 .272 .017 16.148 ***
e15 .131 .015 8.498 ***
e16 .220 .014 15.310 ***
e17 .240 .016 15.426 ***
e18 .243 .016 15.497 ***
e19 .229 .015 15.343 ***
e20 .121 .011 11.399 ***
e21 .171 .013 12.833 ***
e22 .237 .016 15.252 ***
e23 .226 .015 14.806 ***
e24 .233 .015 15.119 ***
e25 .233 .015 15.089 ***
e26 .137 .012 11.399 ***
e27 .235 .016 15.128 ***
e28 .242 .016 15.272 ***
e29 .238 .015 15.629 ***
e30 .259 .017 15.544 ***
e31 .159 .013 12.410 ***
e32 .259 .017 15.643 ***
e33 .230 .015 15.185 ***
e34 .224 .015 14.787 ***
e35 .234 .016 15.035 ***

CMIN

Model NPAR CMIN DF P CMIN/DF

Default model 70 2995.111 560 .000 5.348
Saturated model 630 .000 0
Independence model 35 23774.199 595 .000 39.957

RMR, GFI
Model RMR GFI AGFI PGFI
Default model .357 .716 .681 .636
Saturated model .000 1.000
Independence model .433 .124 .072 .117

Baseline Comparisons

NFI RFI IFI TLI

Model CFI
Delta1 rho1 Delta2 rho2
Default model .874 .866 .895 .888 .895
Saturated model 1.000 1.000 1.000
Independence model .000 .000 .000 .000 .000

Baseline Comparisons

NFI RFI IFI TLI

Model CFI
Delta1 rho1 Delta2 rho2
Default model .874 .866 .895 .888 .895
Saturated model 1.000 1.000 1.000
Independence model .000 .000 .000 .000 .000

Parsimony-Adjusted Measures

Model PRATIO PNFI PCFI

Default model .941 .823 .842
Saturated model .000 .000 .000
Independence model 1.000 .000 .000

NCP

Model NCP LO 90 HI 90
Default model 2435.111 2267.353 2610.300
Saturated model .000 .000 .000
Independence model 23179.199 22678.318 23686.411
RMSEA

Model RMSEA LO 90 HI 90 PCLOSE

Default model .080 .077 .083 .000
Independence model .240 .237 .242 .000

ECVI

Model ECVI LO 90 HI 90 MECVI

Default model 4.624 4.377 4.882 4.636
Saturated model 1.858 1.858 1.858 1.963
Independence model 35.168 34.430 35.917 35.174

HOELTER

HOELTER HOELTER
Model
.05 .01
Default model 140 146
Independence model 19 20

Result (Default model)

Minimum was achieved

Chi-square = 2995.111
Degrees of freedom = 560
Probability level = .000

Regression Weights: (Group number 1 - Default model)

Estimate S.E. C.R. P Label

C.1.5 <--- C.1 1.000
C.1.4 <--- C.1 1.058 .035 30.257 ***
C.1.3 <--- C.1 1.005 .035 29.074 ***
 Estimate S.E. C.R. P Label
C.1.2 <--- C.1 .999 .034 29.001 ***
C.1.1 <--- C.1 1.194 .035 33.704 ***
C.2.5 <--- C.2 1.000
C.2.4 <--- C.2 .966 .031 31.319 ***
C.2.3 <--- C.2 .962 .031 31.236 ***
C.2.2 <--- C.2 .961 .031 31.081 ***
C.2.1 <--- C.2 1.024 .029 35.151 ***
C.3.5 <--- C.3 1.000
C.3.4 <--- C.3 .959 .047 20.433 ***
C.3.3 <--- C.3 1.070 .050 21.507 ***
C.3.2 <--- C.3 1.017 .049 20.637 ***
C.3.1 <--- C.3 1.504 .059 25.703 ***
C.4.5 <--- C.4 1.000
C.4.4 <--- C.4 1.024 .033 31.383 ***
C.4.3 <--- C.4 1.020 .033 31.203 ***
C.4.2 <--- C.4 1.015 .032 31.586 ***
C.4.1 <--- C.4 1.114 .030 36.830 ***
C.5.1 <--- C.5 1.000
C.5.2 <--- C.5 .889 .025 34.993 ***
C.5.3 <--- C.5 .926 .026 36.331 ***
C.5.4 <--- C.5 .900 .025 35.414 ***
C.5.5 <--- C.5 .902 .025 35.507 ***
C.6.1 <--- C.6 1.000
C.6.2 <--- C.6 .897 .023 38.721 ***
C.6.3 <--- C.6 .890 .023 38.190 ***
C.6.4 <--- C.6 .833 .023 36.746 ***
C.6.5 <--- C.6 .881 .024 37.107 ***
C.7.1 <--- C.7 1.000
C.7.2 <--- C.7 .871 .027 32.791 ***
C.7.3 <--- C.7 .884 .026 34.357 ***
C.7.4 <--- C.7 .922 .026 35.523 ***
C.7.5 <--- C.7 .911 .026 34.816 ***

Variances: (Group number 1 - Default model)

Estimate S.E. C.R. P Label

C.1 .690 .051 13.652 ***
C.2 .787 .054 14.448 ***
C.3 .355 .031 11.540 ***
C.4 .700 .049 14.236 ***
C.5 .934 .060 15.548 ***
C.6 1.044 .064 16.212 ***
 Estimate S.E. C.R. P Label
C.7 .876 .056 15.540 ***
e1 .263 .017 15.604 ***
e2 .233 .016 14.839 ***
e3 .252 .016 15.444 ***
e4 .252 .016 15.476 ***
e5 .156 .013 11.626 ***
e6 .226 .016 14.505 ***
e7 .253 .017 15.176 ***
e8 .254 .017 15.210 ***
e9 .258 .017 15.272 ***
e10 .169 .013 12.937 ***
e11 .246 .015 15.990 ***
e12 .251 .015 16.243 ***
e13 .252 .016 15.680 ***
e14 .272 .017 16.148 ***
e15 .131 .015 8.498 ***
e16 .220 .014 15.310 ***
e17 .240 .016 15.426 ***
e18 .243 .016 15.497 ***
e19 .229 .015 15.343 ***
e20 .121 .011 11.399 ***
e21 .171 .013 12.833 ***
e22 .237 .016 15.252 ***
e23 .226 .015 14.806 ***
e24 .233 .015 15.119 ***
e25 .233 .015 15.089 ***
e26 .137 .012 11.399 ***
e27 .235 .016 15.128 ***
e28 .242 .016 15.272 ***
e29 .238 .015 15.629 ***
e30 .259 .017 15.544 ***
e31 .159 .013 12.410 ***
e32 .259 .017 15.643 ***
e33 .230 .015 15.185 ***
e34 .224 .015 14.787 ***
e35 .234 .016 15.035 ***