Beneath the Surface: Uncovering the relationship between ego states, organizational commitment, and productivity among Indian bankers

Abstract

Banking is a dominant player among the service providers in India. Interpersonal skills play a vital role in the banking industry, as intangible variables are influenced by communication. Through Transactional Analysis (TA), bankers can render better services to their customers by ensuring that the communication occurs at an acceptable level of ego state. This manuscript sets out to uncover the role of TA in determining the commitment and productivity of bankers. When we delve deeper into the workings of the banks, it is understandable that it is not just monetary transactions that are related to banking employees but also an interweaved set of compeller transactions between people that form the edifice of banking transactions. Therefore, effective interpersonal communication is essential for bank employees. Transactional Style Inventory tools were applied to measure the level of ego states, while structural equation modeling was used to explore the relationship between variables. Results show that respondents exhibit a higher level of adapted child ego and a lower level of creative child ego states. Moreover, nurturing parent, adult ego, and adapted child ego states significantly influence employee commitment and productivity. Based on the findings, the banks were recommended to incorporate developing a recruitment policy that checks the ego states of employees before placing them on the staffing panel of the workplace. Moreover, the research findings also help in using the ego states of employees to design human resource policies that can lead to better interpersonal communication that enhances the productivity of the employees.