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A Study on Employee Satisfaction with reference to Gondal Nagrik Sahakari Bank Limited


111, MBA SEM II, Marwadi Education Foundations Group of Institutions, Rajkot. AY: 2010-11

Conducted at

Gondal Nagrik Sahakari Bank Ltd

Head Branch, Gondal

Under the guidance of


Asst. Professor, Faculty of Management, Marwadi Education Foundations Group of Institutions Rajkot.





Ms. Divyaba Zala (Student of MBA Sem - II) Faculty of Management, Marwadi Education Foundations Group of Institutions, Rajkot.

I undersigned DIVYABA ZALA students of MBA-2nd SEM declare that the project at Gondal Nagrik Sahakari Bank Ltd. has been carried out under the supervision of Ms. Chhavi Manra of MEFGI. I also declare that this project report is my own contribution and this work has not been submitted any other university for any other examination.

Date: Place: Rajkot

Divyaba Zala


It is said that knowledge is power but applied knowledge is power seems to be a correct statement. In the modern world, theoretical study has no value without its practical application. Practical knowledge is more powerful than the knowledge of books. In todays business world, practical knowledge plays an important role. Keeping in this the MBA course involves industrial training to execute business enterprise as per Gujarat Technological University norms, which is helpful to the students for making their bright career. The practical studies particularly to know the actual corporate world, the anxieties and stress associate with the job, which cannot be understood by sitting in the classroom. I have taken training at Gondal Nagrik Sahakari Bank. All information which is required for this report are collected by me and submitted to the concern people of the company. I have gone through and study each necessary information, which is collected and presented in the report.


Sometimes words are short to show gratitude, the same happened with me during this project. The immense help and support received from GNSB overwhelmed me during the project. First, I express my sincere thank to Dr. Chinnam Reddy (Dean, Faculty of Management, Marwadi Education Foundations Group of Institutions) for giving me the opportunity to v perform my training.

It was a great opportunity for me to work with GNSB. I am extremely grateful to the entire team of GNSB who have shared their expertise and knowledge with me and without whom the completion of this project would have been virtually impossible. My sincere gratitude to Mr. Yatish Desai (Chairman) and Mr.Pankaj Desai (General Manager) for providing me an opportunity to work with GNSB

I would like to pay my thanks to the assistance manager of GNSB Mr. Jitendera G Sangani who helped me at each and every step during my summer training and report preparation. I appreciate his knowledge of banking system which he shared with me.

I am also thankful to the staff members of GNSB, especially to Mr. Viren Vadodariya and Mr. Jayesh Shojitra who provided me the minute detail of the day to day transaction.

I heartily thanks to my project guide Ms.Chhavi Manra who help me in completion of the project.


1 2 3 4 5 6 7 Ch-1 1.1

Inner Title Page Company Certificate College Certificate


Pg. No.

Declaration by Guide Student Declaration Preface Acknowledgement Introduction Introduction of the topic 1.1.1 1.1.2 1.1.3 1.1.4 1.1.5 1.1.6 1.1.7 1.1.8 Human Resource Management Concept of Employee Satisfaction Importance of Employee Satisfaction Factors Influences to Employee Satisfaction Employee Satisfaction Index Employee Satisfaction Procedure How to Maintain Employee Satisfaction How to Improve Employee Satisfaction

1.1.9 1.2 1.2.1 1.2.2 1.2.3 1.3 1.3.1 1.3.2 1.3.3 1.3.4 1.3.5 1.3.6 1.3.7 1.3.8 1.3.9 Ch-2 2.1 2.1.1 2.1.2 2.1.3

Methods of Employee Satisfaction Industry Overview History of Banking in INDIA Introduction to Co-operative sector The origin of the word BANK Company Overview History and development of the GNSB Profile of the organization Organization structure Departments of the organization Top management details Accounting system Services provided by GNSB Financial Position of the Bank SWOT Analysis Research Methodology Title of the study Introduction Definition Model

2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9

Objectives of the Study Literature Review Sample Design Collection of Data Hypothesis Research Method Scope of the Study Limitations of the study


Analysis and Interpretation of Collected Data

Ch-4 4.1 4.2 4.3

Summary Summary Findings Suggestions Bibliography Annexure (Questionnaire) List of Tables and Charts List of Abbreviations


List of Tables and Charts Tables

Sr. No.
3.1 3.2 3.3 3.4 4.5 3.6 3.7 3.8 3.9 3.10 3.11

Satisfaction Level for Training Provided Voicing Opinion without Fear Communication Superior-Subordinate relationship Safety and Health Standards Recognition Performance of the Top Management Salary Structure Treatment of Employees Bank as a Workplace About Bank

Page No.



1.3.2 2.1.3 Profile of the Bank Job Satisfaction Model


Page No.


List of Abbreviations
CC CRR ESI GNSB HRM JDI JIG MSQ NPA SLR SOP SWOT Cash Credit Cash Reserve Ratio Employee Satisfaction Gondal Nagrik Sahakari Bank Human Resource Management Job Descriptive Index Job in General Scale Minnesota Satisfaction Questionnaire Non-Profitable Asset Statutory Liquidity Ratio Standard Operations Procedure Strength Weakness Opportunity Threat






Human resource (or personnel) management, in the sense of getting things done through people is an essential part of every manager's responsibilities, but many organizations find it advantageous to establish a specialist division to provide an expert service dedicated to ensuring that the human resource function is performed efficiently. "People are our most valuable asset" is a clich which no member of any senior management team would disagree with.

As organizations vary in size, aims, functions, complexity, construction, the physical nature of their product, and appeal as employers, so do the contributions of human resource management. But, in most the ultimate aim of the function is to:"ensure that at all times the business is correctly staffed by the right number of people with the skills relevant to the business needs", that is, neither overstaffed nor understaffed in total or in respect of any one discipline or work grade.



Employee satisfaction is the terminology used to describe whether employees are happy and contented and fulfilling their desires and needs at work. Many measures purport that employee satisfaction is a factor in employee motivation, employee goal achievement, and positive employee morale in the workplace. Employee satisfaction is a measure of how happy workers are with their job and working environment. It is not the same as motivation. It is more if an attitude, an internal state of person concerned, it could, for example, be associated with a personal feeling of achievement.

Employee Satisfaction is an individual emotional reaction to the job itself. It is his/her attitude towards his job.


1.1.3Importance of employee satisfaction

Purpose / benefits of employee satisfaction include as follows: 1. Importance of employee satisfaction for organization Enhance employee retention. Increase productivity. Increase customer satisfaction Reduce turnover, recruiting, and training costs. Enhance customer satisfaction and loyalty. More energetic employees. Improve teamwork. Higher quality products and/or services due to more competent, energized employees. 2. Importance of employee satisfaction for employee Employ will believe that the organization will be satisfying in the long run They will care about the quality of their work. They will create and deliver superior value to the customer. They are more committed to the organization. Their works are more productive.


1.1.4 Factors influences to employee satisfaction

What are factors influences / effects to employee satisfaction? It can include factors as following: 1. Organization development factors Brand of organization in business field and comparison with leading competitor. Missions and Vision of organization Potential development of organization. 2. Policies of compensation and benefits factors Wage and salary Benefits Rewards and penalties 3. Promotions and career development factors Opportunities for promotion. Training program participated or will do. Capacity of career development 4. Work task factors Quantity of task Difficult level of task 5. Relationship with supervisor factors Level of coaching Level of assignment for employee Treatment to employee etc

6. Working conditions and environment factors Tools and equipment working methods Working environment 7. Corporate culture factors Relationship with coworkers Level of sharing etc 8. Competencies, Personalities and Expectations of employee factors Competencies and personalities of employee are suitable for job? Expectations of employee are suitable for policies of organization?


1.1.5 Employee satisfaction index

1. Definition of employee satisfaction index (ESI) Employee satisfaction index is a index to measure satisfaction of employee in an organization. 2. How to calculate ESI? There is a five-point scale in the questionnaire or survey from employee responses. They are Strongly Agree, Agree, Undecided, Disagree, Strongly Disagree. You should remark number attached, include strongly agree (5) to strongly disagree (1). Then, total number of questions with answers against each response is calculated (5, 4, 3, 2, 1). Identify total point of each response. Identify total number of questions answered ESI = ( total point / total question ) * 100. 3. Analyze employee satisfaction index One can identify ESI by company, department, fieldand then, you can use 80/20 principle to analyze employee satisfaction.


1.1.6 Procedure of employee satisfaction


1. Purpose of procedure of employee satisfaction: Develop or change the policy for satisfaction of employees. Knowledge, satisfaction and expectations need to be measured in order to develop company prepared for tomorrow. To derive and analyze the current satisfaction level of the employees in the company. Assessment of the management developmental needs and areas of improvement. Assessment of level of progress in performance improvement and overall companys climate. 2. Scope of application: Apply for the evaluation of satisfying the entire staff of Korea Japan 3. Documents related: Human resource handbook. This document is suitable and followed ISO 9000 standard, version 2004. 4. Definitions: None applied. 5. Policies of employee satisfaction: The employee satisfaction survey is carried one time per 3 months. The sample size for the survey is about 40% of the total / target population. The total / target population for the employee satisfaction survey includes the complete employee strength at the company.


6. Steps of implementing employee satisfaction: 6.1 Step 1 Employee satisfaction study / research. Each quarter, HR Manager reviews the information needed to determine the satisfaction of employees based on the following basis. Information and results of the survey times before. Comments by company directors. Proposal by HR staff and Department managers. Other contents in the purpose of this process. 6.2 Step 2 Develop evaluation plan: Pursuant to the need to evaluate, HR Manager create a draft of content assessed in the form and attached this procedure. HR manager also discuss with other manager about content, method assessed. Then the draft must be sent to director for approval. Methods of appraisal also indicate clearly. You also use employee satisfaction survey software for appraisal. 6.3 Step 3 Transfer form to employees: Pursuant to the plan was approved by Director, HR manager deployed to HR staff do the following: Photo sufficient number of survey. Preparing small envelope enough based on number of survey. Preparing large envelope by department. Deployment to Manager / Supervisors about survey plan. Move the survey to department heads. Each employee will be received 01 form attached with an envelope.

When employees complete the assessment, they must be closed envelope by pasting on it, send to the department head. Head of department is responsible for collecting envelope and then send to HR department. 6.4 Step 4 Gather and analyze data: Next time 3-5 days from the date of distributing survey, HR department is responsible for collecting survey and send it to director.. Based on the opinions of staff, Director of the company will assign people to enter and analyze data. Analysts are responsible to analyze survey data and preparation of reports. Presentation of results to directors, department managers. Communication of the results to employees through employees meeting, Company newsletters, memoranda and feedback meetings conducted by trained leaders to clarify and identify issues. Development of plans by department managers to respond to issues identified in feedback sessions. 6.5. Step 5 Implement improvement. HR department is responsible for implementing improvement solutions, supervising result and reporting result to director. 7. Deployment of procedure: This document was distributed to Board of Directors, all departments. Head of personnel is responsible for guiding the staff of this document (requires employees to sign). The guidelines for staff to be in the minutes of instructions and procedures and training on latest 1 week from the date of receiving the document. 8. Form attached: Appraisal plan of employee satisfaction. Employee satisfaction form.

1.1.7 How to maintain employee satisfaction?

One should remember that achieving results were difficult but keeping the results are more difficult To maintain employee satisfaction, you can use 2 solutions as follows: 1. Determining suitable frequency of appraisal Appraisal frequency should be at least 3 or 6 months / time. This helps one to regularly review satisfaction trends of employees. For some department, one should increase appraisal frequency for them because of lack of management skills or unsuitable personalities. Many organizations only perform appraisal satisfaction of employees 1 time per year, simply by applying the standard management rather than the needs of the organization. This is a very long time because the dissatisfaction of employees can occur at any time. 2. Implementation of feedback program regularly One cannot assess satisfaction of employees every month because it is very time-consuming. So how you know the opinions of employees? One can implement the program on the response of employees monthly or suddenly when a problem happened. The feedbacks of the staff are their comments, attitudes about problems that will occur or has occurred.


1.1.8 How to improve employee satisfaction?

1. 10 factors can improve employee satisfaction: 1.1 Organization development Shared mission or vision: In many organizations, employee doesnt know what is mission, vision, objects. Building a corporate culture that requires employees to be an integral part of the organization can be an effective way of getting the most from the talents or competencies brought to the organization by each employee. Feedback programs: These programs will help organization what is opinions of their employees. 1.2 Work itself You can increase job satisfaction by Job rotation Job enlargement: knowledge enlargement, task enlargement. Job enrichment 1.3 Compensation and benefit Policies of compensation and benefits are most important part of organization. But you should build your policies at suitability not the best. 1.4 Appraisal program You should build the proper evaluation and fair and encourage employees perform work. 1.5 Relationship with supervisors Relationship with management is the key factor often happen dissatisfaction of employees. The company should have policies to:

Management must be fair treated Management must be fair treated with staff. Ready to help them. Full training for staff Ready to listen and respond to employee. 1.6 Promotions and career development Develop programs to promote all titles in the organization. Develop training programs for employees Build programs for career development of each title. 1.7 Build corporate culture Build channel of communication in organization Relationship with coworkers Build sharing culture. 1.8 Working condition and environment Build occupational health and safety program. 1.9 Improvement programs of employee satisfaction HR department must have the monitoring methods for improvement programs of employee satisfaction. Many organizations just do appraisal of employee satisfaction but not pay attention to role of monitoring. Build solutions to improve satisfaction Training to all level of management about the importance of satisfaction and methods to increase satisfaction.


1.10 Employees by them self Hiring the right employees: Clearly defined and communicated employee expectations. 2. Process of improvement 2.1 Identification of method used: You should identify methods that can be implemented to improve the assessment satisfaction of employees. 2.2 Determining the level of satisfying the question Example rating scale of relation with supervisors is 2.2/5. And you intend to implement 2 solutions and the expectation scale is 4/5. 2.3 Determining the increasing rate of each method. You get a new level satisfy subtract satisfying old level, in example above is 4 2.2 = 1.8. Total of the increasing scale is 8 for example. Methods to improve factor: relation with supervisors accounting for (1.8 / 2.4 Method options. Depending on the desire to resolve issues of the business. Depending contain any man levels need to resolve. Depending on the resources of the business. Mainly resources can improve satisfaction of employees is money, time, workforce of management, management methods. You can change the resources at many different levels to consider the rate of change as part of the 2.3. * 100 = 22.5%.


1.1.9 Methods of employee satisfaction

We can conduct a employee satisfaction survey by methods as follows: 1. Job Descriptive Index (JDI) Job Descriptive Index is a scale used to measure five major factors associated with job satisfaction: Work itself, Supervision, Pay, Promotion, Co-workers. The JDI was first introduced in 1969 and since then has been u sed by over 1,000 organizations in many sectors. 2. Job In General Scale (JIG) Job In General Scale is a method of employee satisfaction and developed as a global measure of job satisfaction. ex JIG is similar to JDI, it introduced 1969 by Smith, Kendall, & Hulin, was modified in 1985 by the JDI Research Group. 3. Minnesota Satisfaction Questionnaire (MSQ) The Minnesota Satisfaction Questionnaire (MSQ) is designed to measure an employees satisfaction with their particular job. Method includes 100 items measuring 20 facets of job satisfaction. There are three version are available: two long forms (1977 version and 1967 version) and a short form. 4. Satisfied / dissatisfied method In this method, you just send a question form that include: What is good thing in our company? What is not good one in our company? This method is suitable for emergency events and you need result in a short time.

5. Interview method This method is used for: Review all data collected from other method. Review key person.



1.2 INDUSTRY OVERVIEW: 1.2.1 History of banking in INDIA

Banking in India originated in the last decades of the 18th century. The first banks were The General Bank of India, which started in 1786, and Bank of Hindustan, which started in 1790; both are now defunct. The oldest bank in existence in India is the State Bank of India, which originated in the Bank of Calcutta in June 1806, which almost immediately became the Bank of Bengal. This was one of the three presidency banks, the other two being the Bank of Bombay and the Bank of Madras, all three of which were established under charters from the British East India Company. For many years the Presidency banks acted as quasi-central banks, as did their successors. The three banks merged in 1921 to form the Imperial Bank of India, which, upon India's independence, became the State Bank of India. The reserve bank of India i.e. RBI is the bank of all the banks of country. The RBI is such type of body that monitors all the banks by providing and revising the guidelines and rules. It also monitors the key policy rate. It also frames the monetary policy i.e. policy of notes. Due to RBI all banks are well collected. The RBI also provides the finance to the bank whenever required it is like a last resort for the bank.


1.2.2 Introduction to the Co-operative sector

Co-operative sector is a concept of Indian society. The source of Co-operative sector is the Cooperative Society i.e. for the members, by the members and of the members. The people having common interest come together to form the Co-operative society which works for the benefit of members. Like credit unions, Co-operative banks are owned by their customers and follow up the Cooperative principle of one person one vote. The Co-operative banks are regulated by both banking as well as Co-operative legislation. Local branches of Co-operative banks elect their own BODs and manage their operation but strategic decision requires the prior approval of central branch.


1.2.3 The origin of the word BANK'

The word BANK has been derived from the French word Bancus or Banque. It means to trust upon someone. The depositors put their trust on the bankers so it justifies its meaning However there is another opinion also that the word BANK is originally derived from the German word BANK it means joint, which was transformed into BANCO..


1.3. COMPANY OVERVIEW 1.3.1 History & Development of GNSB

GONDAL NAGRIK SAHAKARI BANK LTD is one of the top most urban Co-operative banks in Gujarat state. It is half a century old Co-operative bank and still working effectively. The GNSB was established on 3rd may, 1955 in Gondal city in the state of Gujarat at SAMARPAN Mandvi chowk Gondal-360311. The members of this Co-operative bank are known as the sabha sad. Each member has voting right as far as the election of directors is concerned. Anybody can be a sabha sad by purchasing the share of GNSB by paying necessary amount of money. GONDAL is a city surrounded by 85 small villages and these villages are totally based on agriculture as far as the income is concerned. All these agricultural products reach to Gondal Market yard for selling purpose. Keeping in mind the GNSB started its market yard branch. All most all the firms are having their current account in the GNSB and all most all the households are the fixed deposit holders of GNSB. The GNSB provide a compatible interest rate for the FD and also provides the C.C. and Hypothecation on very liberal term. It has become the strength of GNSB. The bank has been awarded A class of Audit by the Government of Gujarat. Here are some of the future of GNSB which signifies its achievement. Diversified Activities Quick disposal of loan application Social obligation Co-operative atmosphere

The soundness in the system is owed to the management of the bank and it was board of directors who has run it very effectively.

The financial results prove its constant growth which can be measured with the profit figure and allocation of it. The banks management of fund is good. Regular investment in the govt. security and bonds to maintain CRR and SLR, ever growing no. of membership, reserves and surplus which have tremendously increased assets and liabilities of the bank. Even in this situation, the bank has maintained the flat rate of dividend is awesome.



1.3.2 Profile of the bank

Name of the unit Registered office &

Gondal Nagrik Sahakari Bank Ltd.(GNSB)

Gondal Nagrik Sahakari Bank Ltd. SAMARPAN Mandvi chowk

Head office

P.B.No.11 Gondal 260311


RAJKOT BRANCH (ATM Branch) Moti tanki chock Rajkot Ph. 2693500 GONDAL BRANCH New Sardar Market Yard National high way 8 B Gondal Ph. No. 255560 JASDAN BRANCH Market yard branch Tower chowk Jasdan Ph. No 223101 DERDI BRANCH Moti bazar Derdi Ph. No. 277202


Registration No. Registration date RBI License no. Audit Grade No. of staff members Year of establishment Working days and Hours

1267 3rd may,1955 UBD/AH.GUJ.0018-P A 53(in main branch)


10:00 am to 3:00 PM on regular day 10:00 AM to 1:00 PM on Saturday OFF DAYS : Sunday & all holidays





1. Saving department 2. Current department 3. Loan department 4. F.D. department 5. Clearing department 6. Share department 7. Recovery department 8. Cash department


1.3.5 Top management details

Chair Man: Mr. Yatish Desai Vice chair Man: Mr. N.B. Ukani. Managing director: Mr. P.S. Parekh General Manager: Mr. Pankaj Desai

List of directors 1. Mr. Gordhanbhai. R. Rayani. 2. Mr. Pankajbhai.M. Ashodariya. 3. Mr. Dhirajlal. D. Khatra 4. Mr. Hanibhai. H. Saiyad. 5. Mr.Anilbhai .D. Selani 6. Mr. Dilipbhai. V. Solanki. 7. Mr. Bavala. G. Parmar. 8. Mr. Mahendrabhai M.Chavda. 9. Mr.Vallabhbhai. T. Viradiya.


1.3.6 Accounting system

There are three types of accounting system in the Indian accounting standards 1. Deshi nama system 2. Single entry system 3. Double entry system We can say that first two systems are no more excepts in the small firms. The GNSB follows the double entry accounting system. DOUBLE ENTRY SYSTEM: This is regarded as the fundamental concept of accounting i.e. dual aspect concept. It suggests that each transaction has at least two accounting entry. Every transaction affects the assets and the liability or equity of an organization Assets are divided in to two categories. : Fixed Assets and Current Assets Likewise there are two types of equities: owners equity which entails the owners claim over assets and another one is a liability which entails the claim of creditors on the assets of the organization. ASSETS = OWNERS EQUITY + LIABLITY Each transaction should justify this question this is known as the dual aspect which is followed by double entry system.


1.3.7 Services provided by GNSB

GNSB is a bank a unit from pure service structure. So we can say that there is no any production department but there is service department. The work of service department is to produce better services to the customers, which satisfies the human need in the best manner. The main service of bank is to diversify the fund from household to business sector. It converts the savings in to investment with a particular margin which becomes the profit margin for the bank.

Main services Banking: Saving Recurring Current account Cash credit Fixed deposit Transfer of cheque Deposits Fixed Saving Recurring Current account Advances Vehicle loan Business loan

Immovable property loan Housing loan Industrial loan Education loan Advances against services Insurance Stock Gold ornament Security of self Other services Lockers Demand draft.



1.3.9 SWOT ANALYSIS 1. Strength

o Profitability and sound liquidity o Branches In developed part of Saurashtra o Fully computerized and automation. o Respectable ranking and position in Gujarats top Co-operative banks. o Professional management and co-operate team spirit.

2. Weakness:
o Lack of marketing expertise. o Only limited to Saurashtra region.

3. Opportunities:
o No. of branches can be increased in all over Gujarat state. o They may apply for multi-state bank to expand their business

4. Threats:
o Change in government rules and regulation o Change in interest and bank rates


o Sometimes co-operative banks are not enough capable to compete with the nationalize bank due to their nationalized policy and centralized decision making.




2.1Title of the Study 2.1.1 Employee Satisfaction

"People don't leave their jobs, they leave their managers." 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.



Employee satisfaction is the individual employees general attitude towards the job. It is also an employees cognitive and affective evaluation of his or her job. Sense of inner fulfillment and pride achieved when performing a particular job can defined as Employee satisfaction Employee Satisfaction is a general attitude towards ones job: the difference between the amount of reward workers receive and the amount they believe they should receive - P. Robbins Employee Satisfaction defines as, The amount of overall positive affect (or feelings) that individual have at their jobs. - Hugh J. Arnold and Daniel c. Feldman




2.2 Objectives of the Study

The objective of carrying out the research work on the Employee Satisfaction in the organization is :

To know about the satisfaction level of the employees.

To know about the inter-organizational relationships of the employees.

To know about the benefit and services provided to the employees by the organization To know about the stress level of the employees.



A literature review is a body of text that aims to review the critical points of current knowledge and or methodological approaches on a particular topic. Literature reviews are secondary sources, and as such, do not report any new or original experimental work. The conceptual literature concerning the concepts and theories and the empirical literature consisting of studies made earlier which are similar to the one proposed.

In my study, I have used many sources for completed out report like Books, Journals, and Web Sites. This project will help the reader to understand the comparison of the findings of Employee Satisfaction.

1. Pool, S. W. The relationship of employee satisfaction with substitutes of

leadership, leadership behavior and work motivation. The Journal of Psychology.

CONCLUSION: Pool examines the relationship of job satisfaction with a number of variables (substitutes of leadership, leadership styles, and work motivation) to see how strong the impact is of each. He divides his sample into occupations (workers, managers, and executives) and analyzes his results.

2. Rollins, T. & Roberts, Study of Job satisfaction.

The authors describe view about Job Satisfaction - Treating employees fairly and consistently. - Participating in training and continuing education.



POPULATION: GNSB the whole organization which consists of 53 employees is for population survey and the population is divided in the different classes of functional areas. SAMPLE: Out of population of 53 employees, I have taken help of employees from all the departments which make the sample size of 20 . So I have taken randomly a sample size of 20. Thus, sample size is 20.

SAMPLING METHOD: The sampling method here used is convenience sampling. In Convenience Sampling selection, the researcher chooses the sampling units on the basis of convenience or accessibility.



The task of data collection begins after a research problem has been defined and research design/plan chalked out. While designing about the method of data collection to be used for the study, the researcher should keep in mind two types of data. There are 2 sources of data i.e.

1) Primary Data: The data, which are collected for the first time, directly from the respondents to the base of knowledge & belief of the research, are called primary data. The normal procedure is to interview some people individually or in a group to get a sense of how people feel about the topic. So far as this research is concerned, primary data is the main source of information. The data collected is through questionnaire & information provided by the respondent.

2) Secondary Data: When data are collected & compiled in a published nature, it is called secondary data. So far as this research is concerned, Internet & Books as well as many magazines and brochures have been referred to.



Hypothesis is usually considered as the principal instrument in research. Its main function is to suggest new experiments and observation. In fact, many experiments are carried out with the deliberate object of testing hypothesis. Ordinarily, when one talks about hypothesis, he/she assumes a mere assumption or some supposition to be proved or disproved. But for a researcher hypothesis is a formal question that he intends to resolve. Weather the employees working at GNSB are satisfied or not? Null Hypothesis: Yes, the employees are satisfied. Alternative Hypothesis: No, the employees are not satisfied.



The research designs are classified on the basis of the fundamental objective of the research and Qualitative and Quantitative designs:

1. Quantitative Research Design: Quantitative research design is an excellent way of finalizing results and proving or disproving a hypothesis. There are two types of Quantitative research design: i) Descriptive Research Design ii) Causal Research

2. Qualitative Research design: Qualitative research design is a research method used extensively by scientists and researchers studying human behavior and habits. i) Exploratory Research Design

The design used for this research is Exploratory Research. It is a type of research conducted because a problem has not been clearly defined. Exploratory Research helps determine the best research design, data collection method and selection of subjects. It often relies on secondary research such as reviewing available literature or data, informal discussion with employees, consumers, management.

For knowing the Employee Satisfaction level of employees of the organization, I have used survey method by distributing questionnaires.

The questionnaire based survey is selected because it is the most effective and efficient way to conduct research on employees job satisfaction level, since they just have to give their opinion for the question asked by the researcher and also they can just select from the alternatives given in the questionnaire and then representing Data Interpretation by using various charts and graphs and presenting findings and conclusion.



To understand the complete HR activities at GNSB.

Data collection for understanding the employee satisfaction.

Personal interaction to understand the importance of the employee satisfaction.

To help the company to determine how their employees are satisfied and how can management raise satisfaction level of employees.

To determine various parameters to collect information through questionnaire of employees.



Following are the limiting factors:

Collecting information from people during the working hours was difficult. Some employees did were not able to give relevant information. Most of the employees were hesitant in giving frank opinions and answer. Time constraint is one of the limiting factors. Sample size is 20 only due to which we may not get the proper results.


Chapter 3 Analysis and Interpretation of Data


1. Are you satisfied with the training provided for your current job and advancement?

Sr. No. 1 2 3 4 5

Strongly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied

No. of Respondent 10 5 5

Satisfaction Level for Training Provided

9 8 7 6 5 4 3 2 1 0 Highly Agree Agree Disagree Highly disagree No. of Respondents

CHART 3.1 Satisfaction Level for Training Provided


Analysis and Interpretation:

From the above Chart it can be interpreted that 50% of the employees are highly satisfied with the training provided for current job and advancement. While 25 % employees are satisfied and 25% employees dont have any opinion that is they are neither satisfied nor dissatisfied.

The position suggest that training part of the GNSB is good but there is some scope for improvement.


2. Do you feel that you can voice your opinion without fear?
Sr. No. 1 2 3 4

Highly Agree Agree Disagree Highly Disagree

No. of Respondent 3 8 8 1

Responce about voicing opinion without fear

9 8 7 6 5 4 3 2 1 0 Highly Agree Agree Disagree Highly Disagree No. of Respondents

CHART 3.2 Response about voicing opinion without fear

Analysis and Interpretation:

From the above Chart it can be interpreted that 15% of the employees highly agreed, 40% of the employees are agreed ,40% are disagreed while 5% of the employees are highly dissatisfied and feel that they cannot voice their opinion without fear.

It suggests that some employees are feared in voicing their opinion to the management.

3.The communication you received from the bank is timely and accurate?

Sr. No. 1 2

Yes No

No. of Respondent 17 3




CHART 3.3 Communication

Analysis and Interpretation:

From the above pie-chart it can be said that 85% of the employees are satisfied with the communication and believe that the communication provided by the bank is timely and accurate while 15% employees believe that the communication is not timely and accurate.


4. How is Superior-Subordinate relationship t in your bank?

Sr. No. 1 2 3 4

Exceptional Very Good Average Poor

No. of Respondent 10 7 2 1

Superior-Subordinate Relationship
12 10 8 6 4 2 0 Exceptional Very Good Average Poor

No. of Respondents

CHART 3.3 Superior-Subordinate Relationship

Analysis and Interpretation:

From the above chart it can be said that 50% employees have exceptional relationship with their superiors, 35% employees have very good relationship,10% have average relationship while only 5% employees have poor relationship with their superiors.


5. Are you satisfied with the safety and health standards of the bank?

Sr. No. 1 2 3 4

Particulars Highly Satisfied Satisfied Dissatisfied Highly dissatisfied

No. of Respondents 15 4 1 0

Safety and Health Standards

16 14 12 10 8 6 4 2 0 Highly Satisfied Satisfied Dissatisfied Highly Dissatisfied No.of Respondents

CHART 3.5 Safety and Health Standards

Analysis and Interpretation:

From the above chart it can be said that 75% employees are highly satisfied with safety and health standards of the bank, while 25% employees are satisfied and only 5% employees are dissatisfied with safety and health standards of the bank.


It suggests that the bank has proper and adequate safety and health facilities and management concerns for employees safety and health.

6. Are you satisfied with the recognition from you get the bank?
Sr. No. 1 2 Particulars YES NO No. of Respondents 18 2

20 18 16 14 12 10 8 6 4 2 0 YES NO No.of Respondents

CHART 3.6 Recognition

Analysis and Interpretation:

From this chart it can be said that 90% of the employees are happy with the recognition what they receive from the bank, while only 10% employees believe that they are not getting enough recognition from the bank.


7. What do you think about the performance of the top management?

Sr. No. 1 2 3 4 5 Particulars Excellent Very Good Typical Fair Poor No. of Respondents 8 10 0 2 0

Performance of the Top Management

12 10 8 6 4 2 0 Excellent Very Good Typical Fair Poor

No. of Respondents

Analysis and Interpretation:


From this chart it can be said that 40% employees feel that performance of the top management is excellent, 50% feel that it is very good and 10% feel that performance of the top management is quite fair. It suggests that all the employees are satisfied with the performance of the top management.

8. How do you rate the banks salary structure?

Sr. No. 1 2 3 4 5 Particulars Excellent Very Good Typical Fair Poor No. of Respondents 1 2 10 1 6

Salary Structure
12 10 8 6 4 2 0 Excellent Very Good Typical Fair Poor

No. of Respondents

CHART 3.8 Salary Structure

Analysis and Interpretation:


From the chart it can be said that only 5% employees consider banks salary structure as excellent, 10% employees consider it as very good while 50% employees consider it as typical and 30% employees believe that it is poor. It suggests that employees are not as much satisfied with salary structure as other things of the bank.

9. How do you rate bank on treating all employees and their problems?
Sr. No. 1 2 3 4 5 Particulars Excellent Very Good Typical Fair Poor No. of Respondents 5 12 0 0 3

Treatment of Employees
14 12 10 8 6 4 2 0 Excellent Very Good Typical Fair Poor

CHART 3.9 Treatment of Employees


Analysis and Interpretation:

From the chart it can be said that 85% employees are satisfied with how the bank treats employees and their problems and 60% consider it as very good while only 15% employees are not satisfied with that and feel that it can be improve.

10. How do you rate bank as a place to work compared with other banks?
Sr. No. 1 2 3 4 Particulars Excellent Good Equal Poor No. of Respondents 3 12 4 1

Bank as Workplace Compared to other Banks

14 12 10 8 6 4 2 0 Excellent Good Equal Poor No. of Respondents

CHART 3.10 Bank as Workplace Compared to other Banks


Analysis and Interpretation:

From the above chart it can be said that 60% employees said that GNSB is good while 15% employees feel that it is an excellent place to work compared to other banks. While 20% employee that it is same and only 5% employees feel that is a poor place to work.


11.All things considered, how do you rate bank?

Sr. No. 1 2 3 4 5 Particulars Excellent Very Good Typical Fair Poor No. of Respondents 10 5 1 4 O


About BANK


0 Excellent Very Good Typical Fair Poor

CHART 3.11 About Bank

Analysis and Interpretation:

From the above chart it can be said that 50 % employees rate bank as excellent as all things considered, 25% employees rate bank as very good, 20% as fair and only 5% employees rate bank as typical.


Chapter 4 Summary


This survey has become useful to understand many new aspects of the employees which at times are ignored by the management. With the help of this survey I was able to understand the employees behavior in an organization and apart from that the expectations and necessity of the employees. If the data are used extensively it can help the management to understand the requirements of the employees and the way they are motivated in the organization. If the requirements and the expectations are met by the management, the chance of employees leaving the organization becomes very less and they remain intact with the same organization for the longer period of time.

As I got the opportunity at Gondal Nagrik Sahakari Bank to learn about Employee satisfaction, this survey would not only prove to be useful to me but also to the bank to search the employees who are not satisfied with their own bank. The HR team can therefore consider this as an opportunity and contact such people, find reasons for their dissatisfaction solve it and can motivate them to perform their job well and convert them in to ASSETS.


On the basis of the study and on the basis of the responses that I have received, I have Derived the following observations and conclusions:

Majority of the employees of GNSB are satisfied with their Job Profile. Employees have co-operation and co-ordination among superior and subordinate relationship Employees are even very co-operative towards us; Summer Trainees. Employees are also seems to be dedicated towards their Job and Work. The main problem which I have identified is the employees expectations of salary. GNSB has strict security and recovery procedure to keep its NPA to the lowest level. GNSB has achieved 0% net NPA this financial year which provides a great lesson to learn for other co-operative banks of state


GNSB needs to create its special marketing team and do some promotional activities.

The pay structure in GNSB is nominal as it is a co-operative bank compared to the other nationalized banks so in order to increase satisfaction level of the employees of the bank, the pay structure should be revised.

GNSB does not have its web site. So bank should develop a its web site in this modern era. GNSB can open some new branches in the Gujarat State.

The Development Programs should be increased and the interest level of the employees should be raised by celebrating various festivals.

The infrastructure should be made world class in order to get hold over the competitors and attract the people to work in an exclusive environment



Sr. No. 1

Particulars Human Resource Management, Dessler and Varkkey, 11th edition, Pearson Publication



1) Are you satisfied with the training provided for your current job and advancement? Strongly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied 2) Do you feel that you can voice your opinion without fear? Highly Agree Agree Disagree Highly Disagree 3) The communication you received is from the bank is timely and accurate? Yes No 4) How is superior-subordinate relationship in your bank? Exceptional Very Good Average Poor 5) Are you satisfied with the safety and health standard of the bank?

Highly Agree Agree Disagree Highly Disagree

6) Are you satisfied with the recognition you get from the bank? Yes No 7) What do you think about the performance of the top management? Excellent Very Good Typical Fair Poor 8) How do you rate the banks salary structure? Excellent

Very Good Typical Fair Poor 9) How do you rate the bank on treating all employees and their problems? Excellent Very Good Typical

Fair Poor 10) How do you rate the bank as a place to work compared with other banks? Excellent Good Equal Poor

11) All things considered, how do you rate the bank? Excellent

Very Good Typical Fair Poor