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"A STUDY OF EMPLOYEE SATISFACTION” OF HDFC BANK
A project report on
Prepared by : Varun Bawa
If words are considered to be signs of gratitude then let these words Convey the very same My sincere gratitude to HDFC BANK for providing me with an opportunity to work with BANK and giving necessary directions on doing this project to the best of my abilities. I am grateful to all faculty members of my family and my friends who have helped me in the successful completion of this project.
CONTENTS Sr. No. 1 2 3 4 5 6 7 8 9 10 11 12 Subject Covered Banking Structure in India Indian Banking Industries Upcoming Foreign Bank in India HDFC BANK Company Profile Technology used Product and Customer segments Business Strategy Inside Hdfc Bank Rupee Earned – Rupee Spent Recent Development SWOT Analysis Page No. 6-7 8-9 10 11-12 13-15 16-19 20-23 24-25 26-31 32-33 34-41 42-48
BANKING STRUCTURE IN INDIA
Scheduled Banks in India
(A) Scheduled Commercial Banks Public sector Banks Private sector Banks Foreign Banks in India (29) Regional Rural Bank (102)
(28) (27) • Nationalized • Old Private Bank Banks • Other Public • New Sector Banks Private (IDBI) Banks • SBI and its Associates
(B) Scheduled Cooperative Banks Scheduled Urban Cooperative Banks (55) Scheduled State Cooperative Banks (31)
Here we more concerned about private sector banks and competition among them. Today, there are 27 private sector banks in the banking sector: 19 old private sector banks and 8 new private sector banks. These new banks have brought in state-of-the-art technology and Aggressively marketed their products. The Public sector banks are Facing a stiff competition from the new private sector banks. The banks which have been setup in the 1990s under the guidelines of the Narasimham Committee are referred to as NEW PRIVATE SECTOR BANKS.
New Private Sector Banks
• Superior Financial Services • Designed Innovative Products • Tapped new markets • Accessed Low cost NRI funds • Greater efficiency
INDIAN BANKING INDUSTRIES
The Indian banking market is growing at an astonishing rate, with Assets expected to reach US$1 trillion by 2010. An expanding economy, middle class, and technological innovations are all contributing to this growth.
The country’s middle class accounts for over 320 million people. In correlation with the growth of the economy, rising income levels, increased standard of living, and affordability of banking products are promising factors for continued expansion.
The Indian banking Industry is in the middle of an IT revolution, Focusing on the expansion of retail and rural banking.
Players are becoming increasingly customer - centric in
approach, which has resulted in innovative methods of offering new banking products and services. Banks are now realizing the
importance of being a big player and are beginning to focus their attention on mergers and acquisitions to take advantage of regulation.
economies of scale and/or comply with Basel II
“Indian banking industry assets are expected to reach US$1 trillion by 2010 and are poised to receive a greater infusion of foreign capital,” says Prathima Rajan, analyst in Celent's banking group and author of the report. “The banking industry should focus on having a small
number of large players that can compete globally rather than having a large number of fragmented players."
UPCOMING FOREIGN BANKS IN INDIA
By 2009 few more names is going to be added in the list of foreign banks in India. This is as an aftermath of the sudden interest shown by Reserve Bank of India paving roadmap for foreign banks in India
greater freedom in India. Among them is the world's best private bank
by EuroMoney magazine, Switzerland's UBS.
The following are the list of foreign banks going to set up business in India :Royal Bank of Scotland Switzerland's UBS US-based GE Capital Credit Suisse Group Industrial and Commercial Bank of China
• • • • • • • • •
WE UNDERSTAND YOUR WORLD
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994.
The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995.
HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in
retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, a strong market
reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment.
HDFC Bank began operations in 1995 with a simple mission : to be a “ World Class Indian Bank.” We realized that only a single minded
focus on product quality and service excellence would help us get there. Today, we are proud to say that we are well on our way towards that goal.
STRONG NATIONAL NETWORK
HDFC bank ltd provides various financial products and services. It operates In three segments: Retail Banking, Wholesale Banking, and Treasury. The Retail banking segment provides various deposit products, including savings Accounts, current accounts, fixed deposits, and demat accounts. It also offers Auto, personal, commercial vehicle, home, gold, and educational loans; loans Against securities, property, and rental receivables; and health care finance
Working capital finance, construction equipment finance, and warehouse Receipt loans, as well as credit cards, debit cards, depository, investment Advisory, bill payments, and transactional services. In addition, this segment Sells third party financial products, such as mutual funds and insurance, as Well as distributes life and general insurance products through its tie-ups With insurance companies and mutual fund houses. The wholesale banking Segment provides loans, non-fund facilities, and transaction services to large Corporate, emerging corporate, small and medium enterprise, supply chain, Public sector undertaking, central and state government departments, and Institutional customers. It offers deposit and transaction banking products, Supply chain financing, working capital and term finance, agricultural loans, And funded non-funded treasury, and foreign exchange products. This segment’s services include trade services, cash management, and money Market, custodial, tax collection, and electronic banking. In addition, it Provides correspondent bank services to co-operative banks, private banks, Foreign banks, and regional rural banks; and wealth management products For non-resident Indians. The Treasury Services segment operates primarily In areas, such as foreign exchange, money market, interest rate trading, and Equities. As of March 31, 2009 HDFC bank had a network of 1,142 branches
And 3,295 automated teller machines in 528 cities in India . The company was founded in 1994 and is based in Mumbai , India . KEY EXECUTIVES
Mr. Aditya Puri , 59 Managing Director, Director, Member of Investors Grievance (Share) Committee, Member of Fraud Monitoring Committee, Member of Premises Committee, Member of Credit Approval Committee and Member of Risk Monitoring Committee Mr. Harish Engineer, 60 Head of Wholesale Banking, Exec. Director and Member of Customer Service Committee Mr. Paresh Sukthankar, 46 Head of Credit, Market Risk & Investor Relations, Exec. Director and Member of Risk Monitoring Committee Mr. Deepak S. Parikh, 64 Exec. Chairman Mr. Debajeet Das ,
March 2006 Citied Branches ATMs 228 535 1323
March 2007 316 684 1605
March 2008 327 761 1977
As of March 31, 2008, the Bank’s distribution network was at 761 Branches and 1977 ATMs in 327 cities as against 684 branches and 1,605 ATMs in 320 cities as of March 31, 2007. Against the regulatory approvals for new branches in hand, the Bank expects to further expand the branch network by around 150 branches by June 30, 2008. During the year, the Bank stepped up retail customer acquisition with deposit accounts increasing from 6.2 million to 8.7 million and total cards issued (debit and credit cards) increasing from 7 million to 9.2 million. Whilst credit growth in the banking system slowed down to about 22% for the year ended 2007-08, the Bank’s net advances grew by 35.1% with retail advances growing by 38.6% and wholesale advances growing by 30%, implying a higher market share in both segments. The transactional banking business also registered healthy growth With cash management volumes increased by around 80% and trade services volumes by around 40% over the previous year.
Portfolio quality as of March 31, 2008 remained healthy with gross nonperforming assets at 1.3% and net non-performing assets at 0.4% of total customer assets. The Bank’s provisioning policies for specific loan loss provisions remained higher than regulatory requirements.
TECHNOLOGY USED IN HDFC BANK
In the era of globalization each and every sector faced the stiff competition from their rivals. And world also converted into the flat from the globe. After the policy of liberalization and RBI initiatives to take the step for the private sector banks, more and more changes are taking the part into it. And there are create competition between the private sector banks and public sector bank.
Private sector banks are today used the latest technology for the different transaction of day to day banking life. As we know that Information Technology plays the vital role in the each and every industries and gives the optimum return from the limited resources. Banks are service industries and today IT gives the innovative Technology application to Banking industries. HDFC BANK is the leader in the industries and today IT and HDFC BANK together combined they reached the sky. New technology changed the mind of the customers and changed the queue concept from the history banking transaction. Today there are different channels are available for the banking transactions. We can see that the how technology gives the best results in the below diagram. There are drastically changes seen in the use of Internet banking, in a year 2001 (2%) and in the year 2008 ( 25%). These type of technology gives the freedom to retail customers.
Centralized Processing Units Electronic Straight Processing Through
Derived Economies of Scale Reduced Transaction Cost
Data Warehousing , CRM Innovative Application Technology
Improve cost efficiency, Cross sell Provide new or superior products
HDFC BANK is the very consistent player in the New private sector banks. New private sector banks to withstand the competition from public sector banks came up with innovative products and superior service.
Branches 43% ATM 40% Phone Banking 14% Internet 2% Mobile 1%
Branches 17% ATM 45% Phone Banking 12% Internet 25% Mobile 1%
( % customer initiated Transaction by Channel )
HDFC BANK PRODUCT AND CUSTOMER SEGMENTS
Loan Product • Auto Loan • Loan Against Security Deposit Product • Saving a/c • Current a/c • Fixed deposit Investment & Insurance • Mutual Fund • Bonds • Knowledge Centre
• Loan Against Property • Personal loan • Credit card • 2-wheeler loan • Commercial vehicles finance • Home loans • Retail business banking • Tractor loan • Working Capital Finance • Construction Equipment Finance • Health Care Finance • Education Loan • Gold Loan Cards • Credit Card • Debit Card • Prepaid Card
• Demat a/c • Safe Deposit Lockers
• Insurance • General and Health Insurance • Equity and Derivatives • Mudra Gold Bar
Payment Services • • • • • • • • NetSafe Merchant Prepaid Refill Billpay Visa Billpay InstaPay DirectPay VisaMoney Transfer • e–Monies Electronic Funds Transfer • Online Payment of Direct Tax
Access To Bank • NetBanking • OneView • InstaAlert MobileBanking • ATM • Phone Banking • Email Statements • Branch Network
-------------------------------Forex Services -------------------------------• Product & Services • Trade Services • Forex service Branch Locater • RBI Guidelines
Corporate • Funded Services • Non Funded Services • Value Added Services • Internet Banking Small and Medium Enterprises • Funded Services • Non Funded Services • Specialized Services • Value added services • Internet Banking Financial Institutions and Trusts BANKS • Clearing SubMembership • RTGS – submembership • Fund Transfer • ATM Tie-ups • Corporate Salary a/c • Tax Collection Financial Institutions Mutual Funds Stock Brokers Insurance Companies
Commodities Business Trusts
• HDFC Bank is a consistent player in the private sector bank and have a well balanced product and business mix in the Indian as well as overseas markets.
• Customer segments (retail & wholesale) account for 84% of Net revenues ( FY 2008) • Higher retail revenues partly offset by higher operating and credit costs.
Equally well positioned to grow both segments.
Accounts & Deposits • • • • • Rupee Saving a/c Rupee Current a/c Rupee Fixed Deposits Foreign Currency Deposits Accounts for Returning Indians • • • • • • • Remittances North America UK Europe South East Asia Middle East Africa Others Quick remit IndiaLink Cheque LockBox Telegraphic/ Wire Transfer Funds Transfer Cheques/DDs/TCs Investment & Insurances • Mutual Funds • Insurance Loans • Home Loans • Loans Against Securities
• Private Banking • Portfolio Investment Scheme Payment Services • • • • • • NetSafe BillPay InstaPay DirectPay Visa Money Online Donation
• Loans Against Deposits • Gold Credit Card Access To Bank • • • • • • • NetBanking OneView InstaAlert ATM PhoneBanking Email Statements Branch Network
HDFC BANK mission is to be
"a World Class Indian Bank",
benchmarking themselves against international standards and best practices in terms of product offerings, technology, service levels, risk management and audit & compliance. The objective is to build sound customer franchises across distinct businesses so as to be a preferred provider of banking services for target retail and wholesale customer segments, and to achieve a healthy growth in profitability, consistent with the Bank's risk appetite. Bank is committed to do this while ensuring the highest levels of ethical standards, professional
integrity, corporate governance and regulatory compliance. Continue to develop new product and technology is the main business strategy of the bank. Maintain good relation with the customers is the main and prime objective of the bank.
HDFC BANK business strategy emphasizes the following :
Increase market share in India’s expanding banking
financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service. • Leverage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs.
Maintain current high standards for asset quality through disciplined credit risk management.
Develop innovative products and services that attract the targeted customers and address inefficiencies in the Indian financial sector.
Continue to develop products and services that reduce bank’s cost of funds.
• Focus on high earnings growth with low volatility.
INSIDE HDFC BANK
FIVE “S” , PART OF KAIZEN
WORK PLACE TRANSFORMATION Focus on effective work place organization Believe in “ Small changes lead to large improvement ” Every successful organization have their own strategy to win the race in the competitive market. They use some technique and methodology for smooth running of business. HDFC BANK also
aquired the Japanese technique for smooth running of work and effective work place organization.
Five ‘S’ Part of Kaizen is the technique which is used in the bank For easy and systematic work place and eliminating unnecessary things from the work place. BENEFIT OF FIVE “S”
• • • • •
It can be started immediately. Every one has to participate. Five “ S” is an entirely people driven initiatives. Brings in concept of ownership. All wastage are made visible.
FIVE ‘S’ Means :S-1 S-2 S-3 S-4 S-5 SORT SYSTEMATIZE SPIC-N-SPAN STANDARDIZE SUSTAIN SEIRI SEITON SEIRO SEIKETSU SHITSUKE
(1) SORT :It focus on eliminating unnecessary items from the work place. It is excellent way to free up valuable floor space.
It segregate items as per “require and wanted”.
Wanted but not Required
Remove everything from workplace
Less Frequently Required
(2) SYSTEMATIZE :-
Systematize is focus on efficient and effective Storage method. That means it identify, organize and arrange retrieval. It largely focus on good labeling and identification practices. Objective :- “A place for everything and everything in its place”. (3) SPIC- n - SPAN :Spic-n-Span focuses on regular clearing and self inspection. It brings in the sense of ownership. (4) STANDERDIZE :It focus on simplification and standardization. It involve standard rules and policies. It establish checklist to facilitates autonomous maintenance of workplace. It assign responsibility for doing various jobs and decide on Five S frequency.
(5) SUSTAIN:It focuses on defining a new status and standard of organized work place. Sustain means regular training to maintain standards developed under S-4. It brings in self- discipline and commitment towards workplace organization.
LABELLING ON FILE
FILE NUMBER SUBJECT FROM DATE TO DATE OWNER
BOX LABEL For Example
1 – Work Station (1) 3 – Drawer (3) A - Shelf (A) 6 – File Number ( 6)
COLOUR CODING OF FILES
DEPARTMENT Welcome Desk Personal Banker Teller Relationship Manager Branch Manager Demat Others
In the HDFC BANK each department has their different color coding apply on the different file. Due to this everyone aware about their particular color file which is coding on it and they save their valuable time. It is a part of Kaizen and also included in the system of the Five ‘S’. Logic behind it that , the color coding are always differentiate the things from the similar one.
The Bank’s staffing needs continued to increase during the year particularly in the retail banking businesses in line with the business growth. Total number of employees increased from 14878 as of March31,2006 to 21477 as of March 31, 2007. The Bank continues to focus on training its employees on a continuing basis, both on the job and through training programs conducted by internal and external faculty. The Bank has consistently believed that broader employee ownership
of its shares has a positive impact on its performance and employee motivation. The Bank’s employee stock option scheme so far covers around 9000 employees.
RUPEE EARNED - RUPEE SPENT
It is more important for every organization to know about from where and where to spent money. And balanced between these two things rupee earned and rupee spent are required for smooth running of business and financial soundness. This type of watch can control and eliminate the unnecessary spending of business. In this diagram it include both things from where Bank earned Rupee and where to
HDFC BANK earned from the ‘Interest from Advances’ 51.14 % , ‘Interest from Investment’ 27.12 %, bank earned commission exchange and brokerage of 15.25 %. These are the major earning sources of the bank. Bank also earned from the Forex and Derivatives and some other Interest Income. Bank spent 39.75 % on Interest Expense, 30.27 % on Operating Expense and 14.58 % on Provision. Bank also spent Dividend and Tax on dividend, Loss on Investment , Tax. As we discuss above that balancing is must between these two for every organization especially in the era of globalization where there
are stiff competition among various market players.
The Reserve Bank of India has approved the scheme of amalgamation of Centurion Bank of Punjab Ltd. with HDFC Bank Ltd. with effect from May 23, 2008.
All the branches of Centurion Bank of Punjab will function as branches of HDFC Bank with effect from May 23, 2008. With RBI’s approval, all requisite statutory and regulatory approvals for the merger have been obtained.
The combined entity would have a nationwide network of 1167 branches; a strong deposit base of around Rs.1,22,000 crores and net advances of around Rs.89,000 crores. The balance sheet size of the combined entity would be over Rs.1,63,000 crores.
Merger with Centurion Bank of Punjab Limited
On March 27, 2008, the shareholders of the Bank accorded their consent to a scheme of amalgamation of Centurion Bank of Punjab Limited with HDFC Bank Limited. The shareholders of the Bank approved the issuance of one equity share of Rs.10/- each of HDFC Bank Limited for every 29 equity shares of Re. 1/- each held in Centurion Bank of Punjab Limited. This is subject to receipt of
Approvals from the Reserve Bank of India, stock
Other requisite statutory and regulatory authorities. The shareholders Also accorded their consent to issue equity shares and/or warrants convertible into equity shares at the rate of Rs.1,530.13 each to HDFC Limited and/or other promoter group companies on preferential basis, subject to final regulatory approvals in this regard. The
Shareholders of the Bank have also approved an increase in the authorized capital from Rs.450 crores to Rs.550 crores.
Promoted in 1995 by Housing Development Finance Corporation (HDFC), India's leading housing finance company, HDFC Bank is one of India's premier banks providing a wide range of financial products and services to its over 11 million customers across hundreds of Indian cities using multiple distribution channels including a pan-India network of branches, ATMs, phone banking, net banking and mobile banking. Within a relatively short span of time, the bank has emerged as a leading player in retail banking, wholesale banking, and treasury
operations, its three principal business segments.
The bank's competitive strength clearly lies in the use of technology and the ability to deliver world-class service with rapid response time. Over the last 13 years, the bank has successfully gained market share in its target customer franchises while maintaining healthy profitability and asset quality.
As on March 31, 2008, the Bank had a network of 761 branches and 1,977 ATMs in 327 cities. For the year ended March 31, 2008, the Bank reported a net profit of INR 15.90 billion (Rs.1590.2crore), up 39.3%, over the corresponding year ended As of March 31, 2007.
March 31, 2008 total deposits were INR 1007.69 billion,
(Rs.100,769 crore) up 47.5% over the corresponding year ended March 31, 2007. Total balance sheet size too grew by 46.0% to INR 1,331.77 billion (133177 crore). Leading Indian and international
Publications have recognized the bank for its performance and quality.
Centurion Bank of Punjab is one of the leading new generation private sector banks in India. The bank serves individual consumers, small and medium businesses and large corporations with a full range of financial products and services for investing, lending and advice on financial planning. The bank offers its customers an array of wealth management products such as mutual funds, life and general insurance and has established a leadership 'position'. The bank is also a strong player in foreign exchange services, personal loans, mortgages and agricultural loans.
Additionally the bank offers a full suite of NRI banking products to Overseas Indians. On 29th August 2007, Centurion Bank of Punjab merged with Lord Krishna Bank (LKB), post obtaining all requisite statutory and regulatory approvals. This merger has further
strengthened the geographical reach of the Bank in major towns and cities across the country, especially in the State of Kerala, in addition
to its existing dominance in the northern part of the country.
Centurion Bank of Punjab now operates on a strong nationwide franchise of 404 branches and 452 ATMs in 190 locations across the country, supported by employee base of over 7,500 employees. In addition to being listed on the major Indian stock exchanges, the Bank’s shares are also listed on the Exchange. Luxembourg Stock
ACHIEVEMENT IN 2007
Business Monitor survey TodayGroup One of India's "Most Innovative Companies"
Financial ExpressErnst & Young Award
Best Bank Award in the Private Sector category
Global HR 'Employer Brand of the Year 2007 -2008' Excellence Awards Award - First Runner up, & many more - Asia Pacific HRM Congress: Business Today
'Best Bank' Award
Dun & Bradstreet – American Express Corporate Best 'Corporate Best Bank' Award Bank Award 2007 The Bombay Stock Exchange and Nasscom 'Best Corporate Foundation's Practice' Award Business for Social Responsibility Awards 2007
Outlook Money & Best Bank Award in the Private sector category. NDTV Profit
The Asian Banker Best Retail Bank in India Excellence in Retail Financial Services Awards Asian Banker HDFC BANK Managing Director Aditya Puri wins the
Leadership Achievement Award for India
• Right strategy for the right products. • Superior customer
Some gaps in range for certain sectors. Customer service staff need training.
service vs. competitors. • Great Brand Image • Products have required accreditations. • High degree of customer satisfaction. • Good place to work • Lower with response efficient time and
Processes and systems, etc Management insufficient. Sectoral growth is constrained by low unemployment levels and competition for staff cover
effective service. • Dedicated workforce aiming at making a long-term career in the field.
• • •
Profit margins will be good. Could extend to overseas broadly.
Legislation could impact. Great risk involved Very high competition
New specialist applications. Could seek better customer deals.
prevailing in the industry. Vulnerable to reactive attack by major competitors
Lack of infrastructure in rural areas could constrain investment.
on an industry-wide basis.
An applied research centre to create opportunities for developing techniques to provide added-value services.
High volume/low cost market is intensely competitive.
INTRODUCTION OF THE STUDY Satisfaction is an important goal for organizations to reach as it has been shown that
profitability, productivity, employee retention, and customer satisfaction are linked to employee satisfaction. JOB SATISFACTION The term Job satisfaction refers to an individual's general attitude towards his or her job. A person with a high level of job satisfaction holds positive attitude towards the job, while a person who is dissatisfied with his or her job holds negative attitude about the job. In simple words job satisfaction is:Job Satisfaction describes how content an individual is with his or her job. There are a variety of factors that can influence a person's level of Job satisfaction; some of these factors are:• Include the level of pay and benefits, • The perceived fairness of the promotion system within a company, • The level of pay and benefits, • Leadership and social relationships, • The job itself.
Why to study about employee satisfaction? In my point of view, study of "Employee satisfaction" helps the company to maintain a standards & increase productivity by motivating the employees. this study tells us how
much the employees are capable & their interest at wok place? what are the things still to be satisfy to the employees. although "human resource" are the most important resources for any organization, so to study on employees satisfaction helps to know the working conditions & what are the things that affects them not to work properly. always majority of done by the machines/equipments but without any manual moments nothing can be done. so to study on employee satisfaction is necessary.
THE STATE OF EMPLOYEE SATISFACTION
Although committed and loyal employees are the most influential factor to becoming an employer of choice, it's no surprise that companies and organizations face significant challenges in developing energized and engaged workforces. However, there is plenty of research to show that increased employee commitment and trust in leadership can positively impact the company's bottom line. In fact, the true potential of an organization can only be realized when the productivity level of all individuals and teams are fully aligned, committed and energized to successfully accomplish the goals of the organization. As a result, the goal of every company should be to improve the desire of employees to stay in the relationship they have with the company. When companies understand and manage employee loyalty - rather than retention specifically - they can reap benefits on both sides of the balance sheet i.e., revenues and costs.
On the revenue side of the balance sheet, loyal and committed employees are more likely to go "above and beyond" to meet customer needs and are highly motivated to work to the best of their ability. Both of these traits are crucial for continued customer commitment and ongoing revenue and growth for the company.
On the cost side, loyal employees stay longer, resist competitive job offers, do not actively look for other employment and recommend the company to others as a good place to work. These four behaviors positively influence the cost side of the balance sheet because they are leading indicators of employee retention. The longer companies keep their employees, the longer they can avoid having to pay to replace them. In other words, rather than focusing only on retention (that is, trying to retain employees who have already decided to leave), organizations should proactively recognize the benefits of understanding, managing and improving employee loyalty. The most successful organizations are those that can adapt their organizational behavior to the realities of the current work environment where success is dependent upon innovation, creativity and flexibility. Additionally, the dynamics of the work environment have to reflect a very diverse population comprised of individuals whose motivations, beliefs and value structures differ vastly from the past and from each another. Arguably, the most valuable, but also volatile, corporate asset is a stable workforce of competent, dedicated employees, since such an employee base gives companies a powerful advantage; depth of knowledge and organizational strength. One of the key steps to understanding and improving employee loyalty is by acknowledging the importance of the following factors in building loyalty and satisfaction:
• • • •
Broadly-defined responsibilities rather than narrowly-defined job functions Effective and regular performance evaluations, both formally and informally A corporate emphasis on employee learning, development and growth Wide-ranging employee participation in the organization as a whole
Typically, a combination of factors influences employees' decisions to stay at their current job. Contributing factors include satisfying work, a sense of job security, clear opportunities for advancement, a compelling corporate mission combined with the ability to contribute to the organization's success, and a feeling that their skills are being 45
effectively used and challenged. Specifically, employees who enjoy their work, identify themselves with their employer and perceive that the company is flexible regarding work and family issues also intend to stay with the organization. Today, employee loyalty needs to be earned, rather than assumed, and must be specific, rather than general - employees are looking at their employment as a means of achieving personal goals rather than simply being the "good corporate soldier" of the past. This means that companies need to express and act on a commitment to develop employees' career objectives by introducing initiatives that make employees believe that their current job is the best path to achieving their career goals. In particular, consider the following elements of effective strategies designed to build loyalty and retain key employees:
Include opportunities for personal growth and invest heavily in the professional development of the best people in the organization. Provide employees with well-defined career paths (including a succession plan), mentors and tuition reimbursement for job-related education. Train employees, even if it makes them more attractive to the competition. Without seeing an opportunity on the horizon, few high potential employees will stay with a company and allow themselves to grow stagnant.
Acknowledge non-work priorities by recognizing and responding to employees' needs for greater balance in their lives, since employees will develop loyalty for organizations that respect them as individuals, not just as workers.
OBJECTIVES OF THE STUDY
1. To check the level of employee satisfaction among job work assignees. 46
2. To analyze the work related stress. 3. To study the attitude of employees toward their work and job security. 4. To find motivational factors of employees. 5. To find out how much employees are participation in dicision-making. 6. To find out how much employees are satisfied with their salary level.
Another approach to the issue of loyalty is to consider the value of the five "I's": Interesting work. No one wants to do the same boring job over and over, day after day. Although any job will require some repetitive tasks, all jobs should include at least some parts that are of high interest to employees.
Information. Information is power and employees want to have the information they need to know to do their jobs better and more effectively. And, more than ever, employees want to know how they are doing in their jobs and how the company is performing overall. It is vitally important to open the channels of communication in an organization to allow employees to be informed, ask questions, and share information and to inspire them to share the vision of the company. Involvement. Managers today are faced with an incredible number of opportunities and problems and, as the speed of business continues to increase, the amount of time that they have to make decisions continues to decrease. Involving employees in decision-making, especially when the decisions affect them directly, is both respectful and practical. Not only do those closest to the problem typically have the best insight as to what to do, involving them in decision-making will increase their commitment and improve the success of implementing new ideas or change. Similarly, management needs to follow through on promises and live the values they preach. Independence. Few employees want their every action to be closely monitored. Most employees appreciate having the flexibility to do their jobs as they see fit. Giving employees latitude increases the chance that they will perform as desired, as well as bringing additional initiative, ideas, and energy to their jobs. Employees also need to be encouraged to achieve their best potential.
THEORIES OF EMPLOYEE SATISFACTION ARE:
1) NEED FULFILLMENT THEORY:
According to this theory a person is satisfied when he gets training from his Job what he wants. The more he wants something or the more important it is to him, the more satisfied he is when he received it. In other words, “Job Satisfaction will vary directly with the extend to which those needs of an individual which can be satisfied are actually satisfied. Vroom views satisfaction in terms of the positively valued outcomes that a job provides to a person. Thus, job satisfaction is positively related to the degree to which one’s needs are fulfilled. The fulfillment theory suffers from a major drawback. Satisfaction is a function of not only what a person receives but what he feels he should receive. 2) EQUITY THEORY: Under this theory, it is believed that a person’s job satisfaction depends upon his perceived equity as determined by his input- output balance in comparison with the inputoutput balance of others. Every individual compares his rewards with those of a ‘reference group’. If he feels his rewards are equitable in comparison with others doing similar work, he feels satisfied. Job Satisfaction is thus a function of the degree to which job characteristics meet the desires of the reference group. For example, one study of the effects of community features on job satisfaction revealed that workers living in a well to a neighbourhood felt less satisfied than those living in poor neighbourhood.
3) TWO FACTOR THEORY: Frederick Herzberg and his colleagues developed the Two factor theory satisfaction. According to this theory satisfaction and dissatisfaction are interdependent of each other and exist on a separate continuum. One set of factors known as hygiene factors 49
(Company policy, administration, supervision, pay, working conditions and interpersonal relations) act as dissatisfiers. Their absence cause dissatisfaction but their present does not result in positive satisfaction. The other set of factors known as satisfiers (achievements, advancement, recognition, work itself and responsibility) lead to satisfaction. Several studies designed to test the two factor theory provide little support to this theory. The same factor may serve as a satisfier for one but a dissatisfier for another. It appears from this theory that a person can be satisfied and dissatisfied at the same time. 4) DISCREPANCY THEORY: According to this theory job satisfaction depends upon what a person actually receives from his job and what he expects to receive. When the reward actually received are less than the expected rewards it causes dissatisfaction. In the words of Locke, “Job Satisfaction and dissatisfaction are function of perceived relationship between what one wants from one’s job and what one perceive it is actually offering. In other words, satisfaction is the difference between what one actually received and what he feels he should receive. This theory fails to reveal whether over-satisfaction is or is not a dimension of dissatisfaction and if so , how does it dissatisfaction arising out of the situation when received outcomes are less than the outcomes one feels he should receive.
5) EQUITY DISCREPANCY THEORY: This is a combination of equity and discrepancy theories. Lawlers hs adopted the difference approach of discrepancy theory rather than the ratio approach of equity theory. From equity theory the concept of comparision has been selected to serve as an 50
intervening variable. Under this theory satisfaction is defined as the difference between the outcomes that one perceives he actually received and outcomes that one feels he should receives in comparision with others. when the individual feels that what he actually received is equal what he perceives he should receive there is satisfaction. Thus an individual’s reception of his reward is influenced by more than just the objective amount of that factor. Because of this psychological influence the same amount of reward aften can be seen quite differently by two people, to one it can be a large amount , while to another person it can be a small amount. 6) SOCIAL REFERENCE GROUP THEORY: Reference group defines the way an individual looks at the world. According to this theory job satisfaction occurs when the job meet the interest , desires and requirements of a person’s reference group. In other words, job satisfaction is a function of the degree to which the job meets the approval of the group to which the individual looks for guidance in evaluating the world and defining social reality. The social reference group theory is similar to the need fulfillment theory except than it takes into account not the desires, needs and interests of the given individual but rather the point of view and the opinion of the groups to whom the individual looks for guidance.
Sectorial Comparison of Factors Influencing Job Satisfaction in Indian Banking Sector
It has been observed that degree of job satisfaction of private sector banks was found to be significantly lower than in public sector banks. At least two reasons were found to be
responsible for the low job satisfaction level of employees of private sector banks. When data were analysed, surprising results were found. In the study, job satisfaction was measured by a tool developed by Sinha (1990). Job satisfaction was measured on the basis of five variables. These are (i) pay, (ii) work condition (for example, safety, heat, noise, and dust), (iii) service conditions (for example, security, promotion, and welfare), (iv) relation with superiors, peers, and workers, and (v) company as a whole. Among four variables, the degree of difference is not noticeable. But low scores of the third variable, service conditions, were found to be responsible for overall low degree job satisfaction in private sector banks. Employees of private sector banks perceive that their jobs are not secure. In fact, the effect of an open economy, globalisation, and privatisation can be seen more easily in private sector banks than in public sector banks. In private sector banks, the environment in highly competitive and job security is based on performance and various other factors. Though it is true that this environment provides a challenging job profile, it also creates a less secure environment. Industriousness, dedication, devotion, and commitment are not enough to secure a job. The high level of performance of an individual is also based on various factors. These may be market situation, existence of competitor, and government policies. Where these factors are adverse in nature, performance automatically suffers. During this period, employees feel insecure, which reduces overall job satisfaction. In public sector banks, welfare policies are clearly defined and legally enforced. Retirement, pensions, gratuity, and other related welfare policies are effectively executed. So there is no problem with social security. In private sector banks, welfare activities are neither well planned nor well executed. Employee turnover is very high and job security is very low. Most employees are from middle class Indian families. These employees have seen the golden period of public sectors and government jobs during their growing stages. So the effect of welfare schemes of government jobs and public sectors cannot be easily eradicated from their psyche. Private sector employees are ready to work hard but they demand pensions, security, and sometimes an easy lifestyle.
These findings in the banking sectors could be extended to explain the job situation in other service sectors. In terms of security, promotion, and welfare policy, there is a clear difference between public and private sector employees. It was stated earlier that when we compare the job satisfaction of employees in public and private sector banks or in other service sectors, the public and private sectors become the main factor of comparison. In India, the public or private sector factors neutralise all other factors of comparison. For example, in India, a public sector insurance company like LIC will always be preferred by a new entrant, if he has a choice.
INCREASE EMPLOYEE SATISFACTION AND PRODUCTIVITY
By providing amenities that make your building a healthier and more comfortable place to work, you can reduce employee absenteeism and turnover while increasing productivity. Even small workplace improvements, such as installing individual
temperature and ventilation controls, improving the flow of natural light and providing access to a roof garden, can have a big impact on your company's bottom line. The EPA estimates that building-related illnesses account for $60 billion in annual productivity lost nationwide. And according to a University of Wisconsin study, tangible costs of hiring and retaining a new employee typically range between $10,000 and $50,000 -- plus less quantifiable, but no less real, productivity costs as employees adapt to the new work environment and cultivate relationships with clients, coworkers, contractors, etc. With less absenteeism and greater employee retention, your investments in green building features will quickly pay for themselves.
In a 2004 survey of 719 building owners, developers, architects, engineers and consultants, Turner Construction found that 91 percent of executives involved with green buildings believed that the health and well-being of their building occupants was greater.
By installing skylights, fluorescent light fixtures and additional insulation to improve lighting and temperature control, Verifone's credit card verification facility in Costa Mesa, California, decreased its energy consumption 59 percent, reduced employee absenteeism by 47 percent and boosted productivity by 5 percent to 7 percent.
At the headquarters of the West Bend Mutual Insurance Company in West Bend, Wisconsin, green features including individual workstation controls for temperature, airflow, lighting and noise contributed to a 15 percent increase in claims processing per employee.
WHAT IS RESEARCH ?
Research is a systematic and continues method of defining a problem, collecting the facts and analyzing them, reaching conclusion forming generalizations.
The systematic and objective identification, collection, analysis, dissemination, and use of information for the purpose of assisting management in decision making related to the identification related to solution to problems and opportunities . Marketing Research is the function that links the customer, concumer, and public to the marketer through information- information used to identify and define marketing opportunities and problems; generate, refine, and evaluate marketing actions; monitor marketing performance; and improve understanding of marketing as a process. The study of research methods provides manager knowledge and skill needed to solve the problems and meet the challenges of a fast-paced decision-making environment. Three factors that stimulate an interest of managers in research study are The manager’s increased need for more and better information. The availability of increased techniques and tools to meet this need. The result information overload if discipline is not employed in the process.
RESEARCH METHODOLOGY Research methodology is a way to systematically solve the problem. It may be understood has a science of studying how research is done scientifically. In it we study the various steps that all generally adopted by a researcher in studying his research problem along with the logic behind them. The scope of research methodology is wider than that of research method. Thus when we talk of research methodology we not only talk of research methods but also consider the logic behind the method we use in the context of our research study and explain why we are using a particular method. So we should consider the following steps in research methodology: Problem statement Objective of study Research design
Data collection Sample design Statistical tool Limitation of study
A framework or blueprint for conducting the research project. It specifies the details of the procedures necessary for obtaining the information needed to structure and/or solve research problems. A good research design lays the foundation for conducting the project. A good research design will ensure that the research project is conducted effectively and efficiently. Typically, a research design involves the following components, or tasks: Define the information needed. Design the research. Specify the measurement and scaling procedures. Construct and present a questionnaire or an appropriate form for data collection. Specify the sampling process and sampling size. Develop a plan of data analysis.
DATA COLLECTION The task of data collection is begins after a research problem has been defined and research designed/ plan chalked out. Data collection is to gather the data from the population. The data can be collected of two types: Primary Data
Primary Data The Primary Data are those, which are collected afresh and for the first time, and thus happened to be original in character. Observation. Personal Interviews. Telephonic interviews. Questionnaires. Schedules.
Secondary Data The Secondary Data are those which have already been collected by someone else and which have already been passed through the statistical tool. Methods of collection of Secondary data Newspapers. Magazines Journals Internet Libraries Old records. In this project I am using both the method of data collection SAMPLE DESIGN A sample design is a definite plan for obtaining a sample from a given population. It refers to the technique or the procedure and the researcher would adopt in selecting items of sample. Sample design may as well lay down the number of items to be included in the
sample i.e. the size of the sample. Sample design is determined before data are collected. Before going trough sampling design, let us learn some terms. Population: The aggregate of all the elements, sharing some common set of characteristics, that comprises the universe for the purpose of the research problem. Sample: A subgroup of the elements of the population selected for participation in the study. In this project sample size is 40 employees Sampling Unit: The basic unit containing the elements of the population to be sampled. In this project sampling unit is employees
Sampling Technique used in survey--Nonprobability Sampling Techniques. • Convenience Sampling. Nonprobability sampling techniques do not use chance selection procedures. Rather, they rely on the personal judgment of the researcher where as probability sampling procedure each element of the population has fixed probabilistic chance of being selected for the sample.
In our survey, we have used nonprobabilty sampling technique because there is no way of determining the probability of selecting any particular element for inclusion for the sample, the estimates obtained are not statistically projectable to the population. We have selected the sample with help of Sales Manager and their Life Advisors. Among nonprabability sampling techniques, the sampling technique applied here is convenience sampling. Convenience Sampling attempts to obtain a sample of convenient elements. The selection units is left primarily to the inerviewer. Convenience Sampling is
the least expensive and least time consuming of all sampling techniques. The sampling units are accessible, easy to maesure, and cooperative. In spite of these advantages, his form of sampling has seroius limitations. Many potential sources of selection bias are present, including respondent self-selection. Convenience Samples aer not representative of any definable population.
QUESTIONNAIRE DESIGN A Questionnaire, whether it is called a schedule, interview form, or measuring instrument, is a structured technique for data collection that consists of series of question, written or verbal, that a respondent answers.
Objective Of A Questionnaire
It must translates the information needed into a set of specific questions that the respondents can and will answer. A questionnaire must uplift, motivate, and encourage the respondent to become involved in the interview, to cooperate, and to complete the interview. A questionnaire should minimize response error.
The analysis of this project begins with analysis of each question. ANALYSIS AND INTERPRETATION
Managers need information, not raw data. Research helps in generating information by analyzing data after its collection .data analysis usually involves reducing accumulated data to a manageable size, developing summaries, looking for patterns and applying statististical techniques. Scaled responses on questionnaires and experimental instruments often require the analyst to derive various functions, as well as to explore relationships among variables. In various cases when we deal with statistics we find that the variables are related to each other or we can also say two variables seem to move in the same direction such as both are increasing or decreasing or even some factors tend to move in the opposite direction also means one is increasing and the other is decreasing. Analysis has been done by applying various statistical tools to study the basic factors that lead to Job satisfaction among Job Work Assignees. Various important factors identified during the study are:• Job security • Motivation " Attitude • Stress One of the tools used for the analysis is correlation among various factors using Karl Pearson's method through Bivariate table in the software SPSS.
Respondent by Gender
29 11 60
Total 40 TABLE 1- SHOWS RESPONDENTS BY GENDER
F e m a le 28%
M a le 72%
FIG-1 SHOWS RESPONDENTS BY GENDER
Here we can see maximum number of respondent is male that is 72% and female are only 28%. This helps us to know that mostly male employees are working in HDFC Bank.
Departments of Respondent
Departments Marketing Human resource
No. of employees 22 8 61
TABLE 2-SHOWS DEPARTEMENTS OF RESPONDENTS
No. of employees 25
15 No. of employees 10
0 Marketing Human resource Finance operation
FIG-2 SHOWS DEPARTEMENTS OF RESPONDENTS Here we can see maximum number of respondent are for marketing department that are 22 out of 40 respondent
Work Experience of Respondent
S.no Experience in years 1 less then 1 year 2 more then 1 year No. of Respondents 15 10
3 less then 2 year 4 more then 2 year TABLE 3-SHOWS WORK EXPERINCE OF RESPONDENT
No. of Respondents
16 14 12 10 8 6 4 2 0 less then 1 year 1 more then 1 year 2 less then 2 year 3 more then 2 year 4
FIG-3 SHOWS WORK EXPERINCE OF RESPONDENT
Here we can see that employees are not experienced.15 employees are having the experience of less than 1 year and 13 of less then 2 year.
Satisfaction level with the job
No. of Respondents
1 Like very much 2 Like some what 3 Neutral 4 Dislike some what 5 Dislike very much il
25 10 4 1 N
TABLE 4 SHOWS SATISFACTION LEVEL WITH THE JOB Employee satisfaction
FIG-4 SHOWS SATISFACTION LEVEL WITH THE JOB
The data in the above table reveals that majority of respondents (25) were highly satisfied wih their job and 10 of respondents are satisfied with their job. This show that employees are satisfied with their job.
Satisfy with the behavior of management and other employees
Satisfaction Level Highly 1 Satisfied No. of Respondents 22
2 Satisfied 3 Moderate 4 Unsatisfied Highly 5 Unsatisfied
10 5 2 1
TABLE 5 Shows Satisfaction level with the behavior of management and other employees
No. of Respondents 25 20
0 Highly Satisfied Satisfied Moderate Unsatisfied Highly Unsatisfied
Fig 5 -Shows Satisfaction level with the behavior of management and other employees
No. of Respondents
The data in the above table reveals that majority of respondents (22) were highly satisfied wih the behaviour of other employees and 10 of respondents are satisfied and 5 are moderate.
Career and growth opportunities
Preferences 1 Yes
No. of Respondents 36
Table6 –Shows Career and growth opportunities for emloyees.
No. of Res pondents
Y es 90%
Fig-6 Shows Career and growth opportunities for emloyees.
Here we can see maximum number of respondent are think that there career and growth opportunities offered by the job is that is 90% . This shows that in HDFC Bank career and growth opportunities offered by the job.
Participation in Decision making
S.no Participation 1 20%-30% 2 30%-40% No. of Respondents 12 10
3 40%-50% 4 50%-60% 5 Above 60%
8 4 6
Table 7-Shows Participation of emloyees in Decision making
No. of Respondents
No. of Respondents
Fig-7 Shows Participation of emloyees in Decision making
Here we can see less number of respondent are participating in the Decision making That is only 6 respondent are participating in the above60% decisions and 12 are participating in 20%-30%.
Satisfaction Level of Employees
S.NO. 1. 2.
Satisfaction Level Highly Satisfied Satisfied
No. of Respondents 9 15
3. Moderate 5 4. Unsatisfied 10 5. Highly Unsatisfied 1 Table8-Shows Satisfaction Level of Employees with the salary
No. of Respondents 16 14 12 10 8 6 4 2 0 Highly Satisfied Satisfied Moderate Unsatisfied Highly Unsatisfied No. of Respondents
FIG8- Shows Satisfaction Level of Employees with the salary
The data in the above table tells us that majority of respondents (15) are satisfied with the level of salary which they are getting and only (9) of respondents are highly satisfied with this statement and (10) respondent are not satisfied with the salary which they are getting.
Management is flexible and understands the importance of balancing my work and personal life.
S. NO. Satisfaction Level No. of Respondents
1 Strongly agree 2 Agree 3 Undecided 4 Disagree 5 Strongly disagree 2
18 10 8 2
TABLE 9-Shows Management is flexible and understands the importance of balancing my work and personal life.
No. of Respondents 20 18 16 14 12 10 8 6 4 2 0 Strongly agree Agree Undecided Disagree Strongly disagree No. of Respondents
FIG-9 Shows Management is flexible and understands the importance of balancing my work and personal life.
The data in the above table tells us that majority of respondents (18) are satified with the management flexible and understands the importance of balancing my work and personal life.
Agree with the company bonus plans
S.no Satisfaction Level 1 Strongly agree 2 Agree No. of Respondents 8 12 69
3 Undecided 4 Disagree 5 Strongly disagree
11 6 3
TABLE-10 Shows how many employees agree with the company bonus plans
No. of Respondents 14 12 10 8 No. of Respondents 6 4 2 0 Strongly agree Agree Undecided Disagree Strongly disagree
Fig-10 Shows how many employees agree with the company bonus plans
The data in the above table tells us that majority of respondents (12) are argee with the bones plan which they are getting and (8) of respondents are strongly agree with this statement and (11) respondent are undicided and (6) are disagree.
Is any change is require to improve the working condition
No. of Respondents 70
1 Yes 2 No
TABLE-11 Shows how many employees feel to have improvement in working conditions
No. of Respondents
No. of Respondents
Fig-11 Shows how many employees agree with the company pay scale and bonus plans
Here we can see maximum number of respondent are think that change is require to improve the working condition of the compony opportunities is that is 80% .
An extensive review of the topic "Study of the level of job satisfaction among job work assignees" it was found that the most important factors conducive to job satisfaction are the motivational factors: " Rewards or Payment, • Supportive working environment and • The work itself. • Working hours. • Clean and hygienic working place. It was also found that the primary source of job satisfaction among Job Work assignees was the sense of achievement experienced by them while on the job. However, in the same study feelings of dissatisfaction were found to be stemming from the work itself. The same and the work that was repetitive in nature and not apt according to the qualification of some of the employees were seen also some of the major factors leading to dissatisfaction were:" Low payment • Job tenure (3 months) leading to job insecurity among the Job Work Assignees mind the various factors leading to the job satisfaction and by enhancing the profile of job.Employees tend to prefer jobs that give them opportunities to use their skills and abilities and offers freedom and feedback. They want pay system and promotion policies that they perceive as being just and ambiguous and in line with their expectations. When pay is seen as fair that is based on job and individual skills, satisfaction is likely to result. Employees are also concerned with their work environment for both personal as well as professional life. So finally it is concluded that the level of job satisfaction is there but need to be increased and maintained.
There are various limitation faced during the study as the study bis related to the human psychology and behaviour basically. Some of the problems faceddurig the study are:-
• while collecting the data it was noticed that most of the respondent were getting struck at statement, they were actually related to make out whether the statement is related to their job or routine life . • Another major obstruction found the study was respondents were quite reluctant in giving their original details. • Even it is not noticed that some of the data entry operations were not even ready to fill in the questionnaires, so their responses were most of the time neutral.
• To increase satisfaction and retention of employees. • It will help in reducing the factors leading to absenteeism and staff turnover. • It will help in generating factors which can defuse tension and improve working condition Which will ultimately lead to job satisfaction. • The method of recruitment should be improved. • Select the right person for the right job. • Promotion policy should be improved • Management should check the performance of their employees time to time. • Overall work environment should also be improved.
BOOK S Rbbins Stephen P , Organizational behaviour . Beri. G C, Statistics for management, Tata McGraw Hill Cooper donal R, Schindler Pamela S, Business Research Method. Kothari C R, Research Methodology INTERNET LINKS • • • • • • • • http://findarticles.com/p/articles/mi_qa5321/is_200407/ai_n21351846/pg_5 http://humanresources.about.com/od/glossarye/a/employee_inv.htm http://job satisfaction\job satisfaction3.htm http:// satisfaction\job satisfaction\herzberg – motivation-hygiene theory.htm http://www.nrdc.org/buildinggreen/bizcase/own_productivity.asp http://www.nhpcindia.com/English/Scripts/Aboutus_Objectives.aspx http://wiki.answers.com/Q/Why_to_study_about_employee_satisfaction http://wiki.answers.com/Q/What_is_the_importance_of_employee_satisfaction_in _an_organisation
SURVEY ON EMPLOYEE’S SATISFACTION OF HDFC BANK Questions: Q.1 What is your gender. l Male ● …………………….. Q.3 How long have you worked for this company? ●…………………….. Q.4 How do you like this job? ● Female
Q.2 What department do you work in?
Like very Much
Like some what
Dislike some what
Dislike very Much
Q.5 I am treated with respect by management and the people I work with. ● Strongly Disagree ● Disagree ● Undecided ● Agree ● Strongly Agree Q.6 Is there any career enhancement opportunities and growth in this job ? ● o20%-30% o 50%-60% Yes o 30%-40% o above 60% ● No o 40%-50% Q.7 How much do you participate in decision making ?
Q.8 Are you satisfied with you salary level? Highly Unsatisfied personal life. ● Strongly Disagree 76 Unsatisfied Moderate Satisfied Highly Satisfied
Q.9 Management is flexible and understands the importance of balancing my work and
● Disagree ● Undecided ● Agree ● Strongly Agree Q.10 Are you agree with the company pay scale and bonus plans ?
Q.11 Do you feel there is change require in your department to improve working conditions? ● YES ● NO
Q.12 Rank the following motivational factor according to you :FACTOR ● Promotion Recognition ● Achievemant authority and responsibility PERSONAL DETAIL : NAME :…………………………. MOBILE NO:- …………………………. ADDRESS OF COMMUNICATION:- …………………………… …………………………. …… …… …… ● Higher RANK(1 to 4 )1 is highest …… ● Reward and
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