The Mediating Role of Coping Strategies on Religiosity and Mental Health Problems

of BPO Employees

Sheryll Ann M. Castillo, Naomi M. Ito, Elveen Mark B. Tarray, , Cutie B.

Canesares, Buenafe S. Sadicon

Psychology Department
Adventist University of the Philippines, Puting Kahoy
Silang, Cavite, Philippines. Email: samcastillo@aup.edu.ph

Technological and communication advances paved the way for the adoption of Business
Process Outsourcing (BPO) which has been a popular employment of choice of many
young people in this generation. Employers have also found that the intricate relationship
of IT applications and human capacities are proven to be cost-effective in the 21st century
industries. There is a growing evidence however that due to its contemporary setting,
workers in the BPO sectors are at risk for distress and its related disorders. To address
mental health needs of BPO employees, this study focuses and investigates on religiosity,
mental health problems and coping strategies of BPO employees. The study used a
quantitative research design and mediational analysis to meet the study’s objectives. Three
questionnaires such as the researcher-made Measure of Religious Practices and Experience
(MRPE), Coping Strategies Scale (CSS) which was adapted from the Filipino Coping
Strategies Scale, and the Depression Anxiety Stress Scale (DASS-21) were used to measure
the variables in the study. These questionnaires had to be transformed using the online
platform as face-to-face data gathering was not possible due to the pandemic. A total of
172 BPO employees (50% male; 50% female) responded to the online questionnaires. An
excellent model fit was generated (Chi-square/DF=1.88, RMSEA=.072, GFI=.916 and
CFI=.956) from the original hypothesized model without omitting variables. Findings
indicate that coping strategies fully mediate the relationship between religiosity and mental
health problems (path a is β=.34; path b is β= -1.45). This means that religiosity is not
directly related to BPO employee’s mental health, but individuals who are more religious
tend to use coping strategies that help curb stress, anxiety, and depression. Other
implications as well as best coping strategies that lower mental-health risks are further
discussed in the study.

Keywords: bpo employees, coping strategies, religiosity, mental health problems

Introduction

Mental health has become a huge concern of the World Health Organization. It is
estimated that about 154 million people suffer from depression, schizophrenia and that
877,000 people die by suicide every year. Among sectors in the workplace, Business
Process Outsourcing (BPO) employees are at greater risks to suffer mental health
concerns due to the contemporary nature of their work. It was reported that BPO
employees experience high levels of stress and its related disorders such as depression
and anxiety (Raja & Bhasin, 2014; Oh, Park, & Boo, 2017; Machado, Sathyanarayanan,
& Bhola, 2013).
Coping strategies are the specific efforts that individuals employ to manage stress,
anxiety, or depression (Al-Dubai, Al-Naggar, Alshagga & Rampal, 2011). In the study of
Pérez-Tarrés, Cantera and Pereira (2017) the most frequently used strategy is avoidance
coping and approach coping. Another study asserts that different adaptive coping
behaviors is important to improve quality of life. This information is vital to lessen and
hinder maladaptive coping behaviors to enrich quality of life (Roming, 2018).
A 2015 survey by Lipka, Michael (2015) reveals that nearly 9 out of 10 Filipinos
acknowledge religion as relatively important in their lives making the Philippines among
the world’s most religious countries ranking at 10th place globally and third among Asian-
Pacific nationalities next to Indonesia and Pakistan. There seems to be a domino effect of
religion among Filipinos who carry over the practice of religiosity from childhood to
adulthood down to their offspring’s upbringing. Filipinos have the tendency to ‘leave
everything to God’ as they strongly believe in relying on to the much greater power in
times of adversaries and struggles in their lives.
While studies on mental health and mental health issues of BPO are increasing
worldwide, very few is conducted in the Philippines. These working individuals is yet to
be ventured upon, particularly with the rise of the BPO companies in the country. Since
most employees in the BPO industry are young adults who take on varied roles and
responsibilities, it is essential to take a closer look at their mental health. Furthermore,
with the religious culture of Filipinos, this study aimed to identify the relationship of
religiosity and mental health of working-class individuals and analyze whether coping
strategies mediate this relationship.
 Research questions that this study specifically aimed to address were:

1. What was the extent of the respondents’ religiosity in terms of: Intellect, Ideology,
Public and Private Practice, and Experience?
2. To what extent did the respondents use coping strategies such as: Cognitive
Reappraisal, Social Support, Problem Solving, and Tolerance?
3. What was the respondents’ level of mental health problems in terms of: Stress,
Anxiety, and Depression?
4. Is there a significant relationship between religiosity and the coping strategies of
the respondents?
5. Is there a significant relationship between the coping strategies and the mental
health of the respondents?
6. Is there a significant relationship between religiosity and the mental health of the
respondents?
7. Do coping strategies mediate the relationship between religiosity and mental
health?

Methodology

Research Design
A descriptive-correlational research design with structural equation modeling was
utilized in this study. This method intended to discover the relationships between
religiosity, mental health, and coping strategies. The descriptive method was used to
describe systematically and accurately a given population or interest, either to provide an
accurate portrayal or account of the characteristics of a variable, characteristics, events,
groups, and phenomena. This method observes, describes, and documents such data, and
associates the relationships between variables and answer on-going events (Dulock,
1993). The structural equation modeling or SEM is a general statistical modeling
technique and convenient framework which is widely used in behavioral sciences for
statistical analysis which includes several traditional multivariate procedures and is often
visualized by a graphical path diagram (Hox, 1995). Correlational research displays the
relation between the variables present and is known as the ex post facto, meaning the
study is conducted after the event occurred. Its purpose is to determine the relationship
between variables and if such a relationship exists among factors. Correlation does not
determine causation, it is to discover how closely the variables are related (Simon &
Goes, 2011).
Population and Sampling Techniques
The population of this research were the BPO Employees working in the
Philippines while the accessible population are the BPO Employees in the NCR Region
whose working experience in the field ranges from 1 to 5 plus years with job position and
20 - 35+ age range. A total of 172 BPO employees from 6-7 organizations comprised the
population of this study.

SEX JOB POSITION

Male - 86 Female - 86 Total =172 Admin - 25 Staff - 147 Total = 172

15%

50% 50%

85%

Figure 2. Pie graph of the respondents’ sex. Figure 3. Pie graph of the respondents’ job
position.

A purposive sampling procedure was used for selecting the participants in this
study. The inclusion criteria were used to purposely chose the participants, however, only
those organizations who give their consent to conduct the study, the sample was taken.
Within each organization, all employees were selected but only those who willingly
answered the survey questionnaires were included. This was accomplished by
coordinating with supervisors of the organizations to send the URL of the survey
questionnaire to their respective group chats and emails/messages. The survey
questionnaires encoded in google forms were immediately retrieved as soon as the
participants submitted their answers. While purposive sampling is also known as
judgmental, selective or subjective sampling intended to a group relying on the judgement
of a researcher when it comes to the selection of unit (Sharma, 2017), the researchers
were able to utilize this sampling technique and provide a non-biased articulation of
chosen data to come up with a reliable output of data for the study.

Instrumentation
This study utilized the google form where the survey questionnaire was encoded.
The BPO Employees were then given the URL to answer. The questions asked were
aimed at eliciting relevant information concerning the participants experiences relating to
their mental health, religiosity and coping strategies.
Three scales were utilized by the researchers in the study, namely, Measure of
Religious Practices and Experiences (MRPE), Coping Strategies Scale, and Depression
Anxiety Stress Scale. The content of the instruments was based on the literature reviewed
related to the experiences of working Filipino individuals. The survey questionnaires are
the following:
Measure of Religious Practices and Experiences (MRPE) is a measure of the
centrality, importance of salience of religious meaning in personality. It measures the
following variables namely: Intellect, Ideology, Public Practice, Private Practice and
Experience. This questionnaire used the Centrality of Religiosity Scale (CRS) as its
backbone that has a reliability of CSR-15 as a whole ranging from 0.92 to 0.96. There are
very high correlations between the CRS and self-reports, salience of religious identity,
and self-reports of the importance of religion in daily life. The validity was confirmed
empirically by these measurement strategies. A total of 100,000 participants’ over 25
different countries were sampled to 0.83 and 0.73 in the international Religion Monitor
and with coefficients of 0.78 in a students’ sample and 0.67 in the religion monitor.
Coping Strategies Scale aims to measure the coping strategies of Filipinos
towards stress and produce a coping aptitude profile which can be used to aid in the
assessment of coping behaviors. It is a four-point Likert scale which measures the
following variables: Cognitive Reappraisal, Social Support, Problem Solving and
Tolerance. The reliability of this scale has an inter-item consistency. A high inter-item
consistency presumes high reliability because the items in each area represent the same
coping strategy concept. The overall coefficient alpha is .716 for the Filipino Coping
Strategies Scale. Through confirmatory factor analysis, construct validity was established
initially. Items in each area of Filipino Coping Strategies Scale was correlated with the
consistent items of related areas of the Ways of Coping Questionnaire and COPE
Inventory. Convergent validity was recognized through the correlations of the areas.
Pearson correlation exposed statistically that there are significant relations among the
areas of the three measures of coping. Positive correlations that range from low to high
support the validity of the area concepts.
Depression Anxiety Stress Scale is 21 items set of three self-report scales that is
designed to measure the emotional states of depression, anxiety and stress. Each scales is
divided into 7 items which depression assesses dysphoria, hopelessness, devaluation of
life, self-depreciation, lack of interest, involvement anhedonia and inertia. Anxiety scale
assesses autonomic arousal, skeletal muscle effects, situational anxiety, and subjective
experience of anxious effect. While stress scales are sensitive to levels of chronic non-
specific arousal. It is based on a dimensional concept rather than a categorical concept. It
has no direct implication of patient to diagnose them of categories classified in systems
such as DSM and ICD. The overall Cronbach alpha for Depression Anxiety Stress Scale
is at .92 which is ‘very good’. Within the three criteria’s, 8-item Stress is at .89, 7-item
anxiety is at .79 while 6-item depression is at .82. Overall, Pearson correlation states that
DASS-21 scores were all significant, positive, and moderately high.

Ethical Considerations
Ethical consideration was ensured in this research. An approval from the
university’s Ethics Review Board was secured, and then, the researchers asked the
permission to conduct study from the BPO companies, institutions, and organizations.
Informed consent for the respondents were given. Anonymity and confidentiality of
individuals and organizations who participated in the research were also ensured.
 Results and Discussion
BPO Employees Level of Religiosity, Coping Strategies, and Mental Health
Problems
The table below shows that the overall religiosity of BPO is high. Specifically, the
highest variable is the Ideology variable (M=3.55; SD=.686), whereas the lowest is the
Intellect variable.

Table 1. BPOs Level of Religiosity

Variable Mean SD Scaled Verbal

Response Interpretation
Intellect 2.66 .675 Disagree Low
Ideology 3.55 .686 Agree High
Public Practice 2.67 .802 Disagree Low
Private Practice 3.21 .785 Agree High
Religious 3.19 .771 Agree High
Experience
Overall 3.056 High

The results imply that BPO employees rarely had the time to take part in church
services or activities. While they believed in the teachings of their religion, and
experience God’s existence in their lives, they also recognize that they have low
knowledge about their religion.

Table 2. BPOs Use of Coping Strategies

Variable Mean SD Scaled Response Verbal Interpretation

Cognitive Reappraisal 2.96 .681 Most of the time Mostly Used
Problem Solving 3.26 .594 Most of the time Mostly Used
Social Support 2.60 .752 Sometimes Sometimes Used
Tolerance 2.82 .505 Most of the time Mostly Used

Table 2 shows the coping strategies employed by the BPOs in dealing with their
stresses. The highest coping strategy used is Problem Solving (M= 2.96; SD=.681) which
may imply that BPO Employees mostly would find ways to solve their problems. It
appears that they are able to conduct and determine every problem and solve them in the
most efficient manner that they know. Aside from problem solving, they mostly used
cognitive reappraisal and tolerance as well. They learned to reappraise or perceive their
problems in a positive way or not minding on it at all. Whereas the lowest is Social
Support (M=2.60; SD=.752). This implies that BPO Employees may find difficulty in
confiding with someone like their co-workers with their problems/concerns they face and
eventually try to keep it to themselves, rather than openly seeking help from others. This
is supported by the previous studies wherein BPOs have fairly large repertoire of coping
behaviors (Machado, Sathyanarayanan, & Bhola, 2013).

Table 3. BPOs Level of Mental Health

Variable Mean SD Scaled Response Verbal Interpretation

Stress 11.447 3.72 Never Normal
Anxiety 10. 069 3.76 Often Moderate
Depression 9.24 3.47 Sometimes Mild

Table 3 shows that at the time of testing, BPO employees experienced normal
stress (M=11.47), moderate anxiety (M=10.069) and mild depression (M=9.24). This
implies that they were more anxious than being stressed or depressed although it is not
high enough to be of concern. This may be due to the fact that at the time of data
gathering, the Covid19 community quarantine had started. The anxiety they experienced
may be work or health-related brought about by the pandemic.
Previous studies show that BPOs experience high levels of stress (Raja & Bhasin,
2014). Other studies identified stressors and experience of BPO employees
include abnormal sleep quality, prolonged travel time, and lack of relaxation
facilities at the office, while the presence of physical ailments, the absence of hobbies,
temporary/part-time employment are the predictors of anxiety (Jeyapal, Bhasin, Kannan,
& Bhatia, 2015). These conflicting results can be on the ability to cope and adjust to work
and work environmental factors. As shown above, BPO mostly used the tolerance coping
which can greatly affect on how they perceive work challenges.
Correlation of Religiosity, Coping Strategies, and Mental Health Problems

Table 4 presents the correlation analysis of BPO Employees religiosity and coping
strategies.

Table 4. Correlation Analysei Between BPO Employees’ Religiosity and Coping

Strategies

The result shows that all variables of religiosity positively correlated with three of
the four coping strategies namely cognitive reappraisal, problem solving, and social
support. This means that individuals who are highly religious in terms of intellect,
ideology, public and private practice, and experience also tend to use cognitive
reappraisal, problem solving and social support as coping strategies. However, tolerance
as a coping strategy was not found to be related with the variables of religiosity except for
religious experience. This implies that those who have had positive experiences in their
religion also tend to tolerate stress in such a way that they can relax and compose when
faced with difficulties.

Table 5. Correlation Analyses Between BPO Employees’ Religiosity and Mental Health
 In terms of relationship between religiosity and mental health problems, result in
Table 5 shows that variables of religiosity had no significant relationship with stress and
anxiety. This implies that whether an individual is highly religious or not, it does not
affect his/her experience of stress and anxiety. This parallels with a study conducted by
Forouhari, et. al, (2019) which indicate a weak relationship of religious orientation and
anxiety.
On the other hand, the result also indicates that among variables of religiosity,
ideology, experience, and private practice had significant negative relationship with
depression. The higher the ideology the lower the depression which means that if a person
has a high ideology, there is a lower chance of getting depressed. Experience also has a
negative relationship with depression (-.182) which means the higher the religious
experience, the lower the depression. Private practice is also correlated with depression (-
.152) at .05 level of significance which means the higher the private practice of a person
the lower the depression as well.
Previous studies do not agree with each other as to the relationship of religiosity
and mental health which can be attributed to the different measures of religiosity and the
population sample used. King and Schafer (1992) found that church attendance have a
weak significant association with perceived stress while it is associated with fewer
depressive and anxiety symptoms in the study of Sternthal, William, Musick, and Buck
(2010). A meta-analysis study also show that greater religiousness is mildly associated with
fewer depressive symptoms (Smith, Poll, & McCullough, 2003). Another review of the
effect of religion on anxiety shows that religion in general, religious training, spirituality,
faith, prayer, religious community and worship were associated with reduced anxiety
(stress) (Stewart, Wetselaar, Nelson, Stewart, et al. (2019). There are weak associations
between mental health variables and religiosity which in this study does not appear for the
stress and anxiety. Also, in parallel with the previous studies, this study shows a negative
association between religiosity and depression.
Table 6. Correlation Analyses Between BPO Employees’ Coping Strategies and Mental
Health

Overall results show the variables of coping strategies such as cognitive

reappraisal and problem solving had significant relationship with mental health. This
means that if an individual has high coping skills, it lowers their experience of stress,
anxiety and depression. These results coincide with Troy, Wilhelm, Shallcross & Mauss
(2010) wherein women with high cognitive reappraisal exhibited fewer depressive
symptoms than those with low cognitive reappraisal. Moreover, problem solving was
found as an indirect predictor of mental health (Parto, 2011).
The result also indicates that among the variables of coping strategy, social
support and tolerance had no significant relationship with mental health problems. This
implies that the use of social support and tolerance as coping strategies neither
significantly increase nor decrease employees’ level of stress, anxiety, or depression.
This contradicted the study of Harandi, Taghinasab, and Nayeri (2017) wherein meta-
analysis showed that social support was found to have a moderate effect size on mental
health. T
The result that social support did not have a significant relationship on mental
health problems could be explained with these two possible reasons: first is that, in
earlier’s report, the respondents seldom used social support and tolerance as ways of
coping. Secondly, while Filipinos are known to be sociable people, they are also tend to
be inhibited especially when it comes to expressing their emotions. Hence, seeking help
through asking support from family or peer groups would be unlikely.
Relationship between Religiosity and Mental Health as mediated by Coping
Strategies

Figure 1 presents the researchers’ hypothesized model. The model shows that
coping strategies mediate the relationship between religiosity and mental health problems,
but it also suggested that religiosity may have a direct relationship on mental health
problems.

Figure 1. The hypothesized model indicating coping strategies as mediator variable

between religiosity and mental health problems.

Figure 2 presents the final model which is an output of AMOS structural equation
modeling. The model resulted to an excellent fit using fit indices such as chi-square/DF,
RMSEA, GFI and CFI with very few modification, and without omission of any variable.
All the indices show that the final model is excellent with corresponding values of Chi-
square/DF=1.88, RMSEA=.072, GFI=.916 and CFI=.956.

Figure 1. The hypothesized model.

 Figure 2. The final model.

This model suggests that coping strategies fully mediates the relationship of
religiosity and mental health. Religiosity to coping strategies had a beta coefficient of .34
which means that an increase of 1 unit in religiosity reflects an increase of .34 in the use
of coping strategies. Furthermore, an increase of 1 unit in coping strategies also results to
a decrease in mental health problems by -1.45. Since there is no numerical value in c path,
it indicates that religiosity had no direct effect on mental health.
Hence, this study proves that a highly religious person does not necessarily
become exempted from experiencing mental health problems. One’s religious beliefs and
practices do not directly contribute to lessening the risks of experiencing stress, anxiety or
depression. However, a person who is religious is able to adopt healthy and effective
coping strategies that lower their risk of mental health issues.

Conclusions and Recommendations

BPO Employees in the Philippines experience mental health problems. While
STRESS level is within normal, anxiety and depression are at moderate, and mild levels
respectively. Religiosity had significant relationships with cognitive reappraisal, problem
solving, and social support but not much on tolerance. Cognitive reappraisal and problem
solving as coping strategies was negatively correlated with mental health problems. This
means mental health problems were lower when individuals use these coping strategies.
Coping strategies fully mediates the relationship between religiosity and mental health
problems. Religiosity had no direct effect on BPO employees’ experience of stress,
anxiety, and depression. However, highly religious people tend to use coping strategies
which in turn decrease the level of mental health problems.
Based on the results of this study, it is recommended that companies/human
resource teams should carry out activities or programs that would address BPO
employees’ mental health and wellness and promote the use of active coping strategies.
BPO Employees also must make use of active coping strategies such as cognitive
reappraisal and problem solving as they are more beneficial in lowering mental health
risks. For future studies, it is recommended to conduct a larger sample and investigate on
reasons and emotional triggers of BPO employees’ mental health issues.

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