CHAPTER-1

INTRODUCTION

Job satisfaction describes how content an individual is with his or her job. It is a relatively
recent term since in previous centuries the jobs available to a particular person were often
predetermined by the occupation of that person’s parent. There are a variety of factors that can
influence a person’s level of job satisfaction. Some of these factors include the level of pay and
benefits, the perceived fairness of the promotion system within a company, the quality of the
working conditions, leadership and social relationships, the job itself.

The happier people are within their job, the more satisfied they are said to be. Job
satisfaction is not the same as motivation, although it is clearly linked. Job design aims to
enhance job satisfaction and performance methods include job rotation, job enlargement and
job enrichment. Other influences on satisfaction include the management style and culture,
employee involvement, empowerment and autonomous workgroups. Job satisfaction is a very
important attribute which is frequently measured by organizations.

The most common way of measurement is the use of rating scales where employees
report their reactions to their jobs. Questions relate to relate of pay, work responsibilities,
variety of tasks, promotional opportunities the work itself and co-workers. Some questioners
ask yes or no questions while others ask to rate satisfaction on 1 – 5 scale where 1 represents
“not all satisfied” and 5 represents “extremely satisfied”).

Definitions:

Job satisfaction has been defined as a pleasurable emotional state resulting forms the
appraisal of one’s job; an affective reaction to one’s job; and an attitude towards one’s job.
Weiss (2007) has argued that job satisfaction is an attitude but points out that researchers
should clearly distinguish the objects of cognitive evaluation which are affect (emotion),
beliefs and behaviors. This definition suggests that we from attitudes towards our jobs by
taking into account our feelings, our beliefs, and our behaviors.

1. “Job satisfaction is the favorableness or unfavourableness with which employees view

their work”.

-KEITH DAVIS
1
2. “Job satisfaction is the end state of felling, which may influence subsequent behavior.”

-MIRZA S SAIYADAINEITH

3.”Job satisfaction is the amount of pleasure or contentment with a job. If you like your
job intensely, you will experience high job satisfaction. If you dislike your job intensely,
you will experience job dissatisfaction”.

-DEBRINS
4. “Job satisfaction may be defined as reintegration of affect produce by individual’s
perception of fulfillment of his needs in relation to his work and the situation surrounding
it.”

-SINHA

1.1 INDUSTRY PROFILE

The Indian Telecom Sector has emerged as one of the critical components of
economic growth required for overall socio-economic development of the country as there is
a positive correlation between the penetration of mobile services and internet on the growth

2
of GDP of a country. World Bank believes that an increase in mobile and broadband
penetration increases the per capita GDP by 0.81% and 1.38% respectively in the developing
countries. After post-liberalization, exponential growth on Telecom Sector in India can be
seen, which actually helped the country for its economical development

Indian telecom is an economic miracle in the making. They said that connecting such
a vibrant economy of more than a billion people together and with the rest of the globe is an
extraordinary achievement in terms of a nation’s socioeconomic development. The
development of the Telecom Sector of India has experienced a major process of
transformation in terms of its growth, technological content and market structure in the last
decade through policy reforms introduced by Government of India. The process of
liberalization in the country began in the right earnest with the announcement of the New
Economic Policy in July 1991. Telecom equipment manufacturing was deli censed in 1991
and value added services were declared open to the private sector in 1992, following which
radio paging, cellular mobile and other value added services were opened gradually to the
private sector.

This has resulted in large number of manufacturing units been set up in the country.
As a result most of the equipment used in telecom area is being manufactured within the
country. A major breakthrough was the clear enunciation of the government's intention of
liberalizing the telecom sector in the National Telecom Policy resolution of 13th May 1994.

HISTORY OF TELECOM SECTOR

The history of Indian Telecom Sector began in 1851, whenThe British Government
were laid down the first operational landlines in Kolkata. In 1881, a separate telephone
services were introduced by opening telegraph facilities to the public. The telephone services
were merged with the postal system in the year 1883.
In the beginning, Rajdhani of East India Company was situated at Kolkata; but in the
year 1911, the capital got shifted to Delhi and continued to be capital of India. At that time,

3
Public Works Department (PWD) was running the functions of telecom operations with head
office at New Delhi. Gradually the control of telecom operations transferred to Director
General Postal and Telegraph (DGP&T) from PWD, from DGP&T to Department of
Telecommunication (DoT), from DoT to Department of Telecom Service (DTS), and finally
landed in Bharat Sanchar Nigam Limited (BSNL). All these years, New Delhi continued to
be the head office of Telecom Sector.
In the year 1923, Indian Radio Telegraph Company (IRT) was formed. In the year
1947, just after the independence, all the foreign telecommunication companies were
nationalized to form Telephone, Telegraph and Post (PTT), which was run by the
Government of India, under Ministry of Communications in a monopoly manner.
The joint effort of Government and private players of this sector has improved a lot
and on its way of growth and development. Active participation of the private companies,
foreign direct investment, sequence of reform measures initiated by the Government.Wireless
technology- played an important role in phenomenal growth of the sector in the country. It
has become a very essential service, needed for rapid growth and modernization of various
sector of the country’s economy.
The Indian telecommunications industry is one of the fastest growing in the w o r l
d .India is currently the second-largest telecommunication market and has the third highest
number of internet users in the world. As per the TRAI report, the number of broadband
subscribers increased from 85.74 Million at the end of December 2014 to 94.49 million at the
end of January 2015 with monthly growth rate of 10.21%. Broadband is a concept that comes
from telephony world.

Different service provider will have different definition of broadband but in general
the speed of the broadband must exceed 2Mbps. Broadband connection is faster than
narrowband connection and is suitable for large amount of data transferred.

Broadband is a generic term used to describe high-speed networking services, that is a

set of digital communication technologies with the capacity to transmit significant amounts
of data at a high rate, supporting the delivery of a range of digital services some or all of
which can occur simultaneously. It is usually a symmetrical service allowing fast in and
outbound data capacity.

The Telecom Regulatory Authority of India (TRAI) Act, 1997 (as amended) provides
for the establishment of the TRAI and the Telecom Disputes Settlement and Appellate

4
Tribunal (TDSAT) to regulate the telecommunication services, adjudicate disputes, dispose
off appeals and to protect the interests of service provides and consumers of the telecom
sector, to promote and ensure orderly growth of the telecom sector and for matters connected
therewith or incidental thereto.

The TDSAT was created in the year 2000 by the Central Government under the TRAI
Act, 1997 to settle and adjudicate disputes involving licensor, licensee, and a group of
consumers. In January, 2004 the jurisdiction of TDSAT was extended to include broadcasting
and cable services besides telecommunication services.

The jurisdiction of TDSAT is exclusive and its orders can be challenged before
Hon'ble Supreme Court of India on points of law only. Statutory appeal does not lie against
the interim orders of TDSAT.

The number of cases in the Tribunal has been increasing since its establishment in
May, 2000. The total number of cases filed before TDSAT in the 2001 were 105 (including
Petition/ Appeal/E.A./R.A./M.A.), which increased to 851 in 2010. From 01.01.2011 to
31.12.2011, a total number of 911 cases were filed in TDSAT. From 1.1.20102 to
31.12.2012, 1786 cases were filed. During 01.01.2013 to 31.12.2013 a total of 940 cases
were filed. During 1.1.2014 to 31.12.2014 a total number of 926 cases were filed. In the
current year a total number of 26 cases have so far been filed. The disposal of cases has kept
pace with the filing and all efforts are made to ensure that there is speedy disposal.

This is corroborated by the fact that till 31.12.2014, 7245 cases have been disposed
off out of 8490 cases instituted during that period. Statements of cases filed, disposed off and
pending since 2001 till 31st December, 2014 and 1st to 13th January, 2015, are enclosed.

Broadband contributes to national economic competitiveness allowing industry to

access distant markets as well as develops and delivers new services. Broadband technology
has the potential to enhance the service quality in education and health to the society.

BSNL as a company is growing and showed annual revenues of approximately $4.5

billion as of 2014. BSNL is serving more than 125 million customers across the country and
is catalyst in checking the price point for telecom services. Also, with the government
intensifying its rural focus; only BSNL can turn into reality the next wave of rural telecom
penetration. BSNL is a 100% Central Government entity and employees with BSNL are
entitled to get salaries and perks as decided by Government of India and not by BSNL.

5
 As on 31st January, 2015, the top five Wired Broadband Service providers were
BSNL (9.98 million), BhartiAirtel (1.42 million), MTNL (1.14 million), Atria Convergence
Technologies (0.63 million) and YOU Broadband (0.43 million).As on 31st January, 2015,
the top five Wireless Broadband Service providers were BhartiAirtel (18.87 million),
Vodafone (17.86 million), Idea Cellular (14.12 million), BSNL (9.09 million) and Reliance
Communications Group (7.36 million).

6
 Service Provider -wise Market share of
Broadband(wired+wireless) services

Bharathi BSNL Vodafone

Idea Reliance Others
17%
21%
8%
20%
15%

19%

The liberal and reformist policies of the Government of India have been instrumental
along with strong consumer demand in the rapid growth in the Indian telecom sector. The
government has enabled easy market access to telecom equipment and a fair and proactive
regulatory framework that has ensured availability of telecom services to consumer at
affordable prices. The deregulation of foreign direct investment (FDI) norms has made the
sector one of the fastest growing and a top five employment opportunity generator in the
country.

1.2 COMPANY PROFILE

Bharat Sanchar Nigam Limited is a state-owned telecommunication company in

India. Bharat Sanchar Nigam Ltd. formed in October, 2000, BSNL is World's 7th largest
Telecommunications Company providing comprehensive range of telecom services in India:
Wire line, CDMA mobile, GSM Mobile, and Broadband.
7
 Broadband Services: Bsnl has launched its broadband services under brand name
“Bsnl Broadband” on 14-01-05. This offers High Speed Internet Access with speed ranging
from 256 Kbps to 24 Mbps. Ever since its inception BSNL is continuously expanding its
broadband network in response to ever growing demand of broadband service throughout
India.

Present customer base is 76, 86,033 with equipped capacity of 85, 26,074. The
services provided are High Speed Internet Connectivity, Band width on Demand (planned),
Virtual Private Network (VPN) service over broadband. Dial VPN services to MPLS VPN
customers. IPTV services, Games on Demand Service, VVoBB,Entertainment portal.

BSNL is the only service provider, making focused efforts & planned initiatives to
bridge the rural-urban digital divide in ICT sector. In fact there is no telecom operator in the
country to beat its reach with its wide network giving services in every nook & corner of the
country & operates across India except New Delhi & Mumbai. Whether it is inaccessible
areas of Siachen glacier or North-Eastern regions of the country, BSNL serves its customers
with a wide bouquet of telecom services namely Wire line, CDMA mobile, GSM mobile,
Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP, IN Services, FTTH, etc.
Bharat Sanchar Nigam Ltd. was incorporated on 15th September 2000. It took over
the business of providing of telecom services and network management from the erstwhile

8
Central Government Departments of Telecom Services (DTS) and Telecom Operations
(DTO), with effect from 1st October‘2000 on going concern basis. It is one of the largest &
leading public sector units providing comprehensive range of telecomservicesinindia.

BSNL has installed Quality Telecom Network in the country & now focusing on
improving it, expanding the network, introducing new telecom services with ICT applications
in villages & winning customer's confidence. Today, it has about 43.74 million line basic
telephone capacity, 8.83 million WLL capacity, 72.60 million GSM capacity, 37,885 fixed
exchanges, 68,162 GSM BTSs, 12,071 CDMA Towers, 197 Satellite Stations, 6,86,644 RKm.
of OFC, 50,430 RKm. of microwave network connecting 623 districts, 7330 cities/towns &
5.8 lakhs villages
BSNL offers wide ranging & most transparent tariff schemes designed to suit every
customer. BSNL has 90.09 million cellular & 5.06 million WLL customers as on 31.07.2011.
3G Facility has been given to all 2G connections of BSNL. In basic services, BSNL is miles
ahead of its rivals, with 24.58 million wire line phone subscribers i.e. 71.93% share of the
wire line subscriber base.
BSNL has set up a world class multi-gigabit, multi-protocol convergent IP
infrastructure that provides convergent services like voice, data & video through the same
Backbone & Broadband Access Network.

VISION:

Be the leading telecom service provider in India with global presence.

Create a customer focused organization with excellence in customer care, sales and
marketing.

Leverage technology to provide affordable and innovative telecom. Services/products
across customer segments.

MISION:
Be the leading telecom service provider in India with global presence.

Generating value for all stakeholders - employees, shareholders, vendors & business
associates

9
 
Maximizing return on existing assets with sustained focus on profitability

Becoming the most trusted, preferred and admired telecom brand

To explore International markets for Global presence

Establishing efficient business processes enabled by IT

Changing policies and processes to enable transparent, quick and efficient decision
making and building effective IT systems and tools.
OBJECTIVES:

To be the Leading Telecom Services provider by achieving higher rate of growth so as
to become a profitable enterprise.

To provide quality and reliable fixed telecom service to our customer and thereby
increase customers confidence.

To provide customer friendly mobile telephone service of high quality and play a
leading role as GSM operator in its area of operation.
Strategy for:

Rightsizing the manpower

Providing greater job satisfaction

The world class services offered by the BSNL: The Plain old, Countrywide telephone
Service through 32,000 electronic exchanges.

Digitalized Public Switched Telephone Network (PSTN) with a host of Phone Plus
value additions. BSNL launched Data One broadband service in January 2005 which shall
be extended to 198 cities very shortly. The service is being provided on existing copper
infrastructure on ADSL2 technology. The minimum speed offered to the customer is 256
Kbps at Rs. 250/- per month only. Subsequently, other services such as VPN,
Multicasting, Video Conferencing, Video-on-Demand, Broadcast application etc will be
added.

10
 BSNL also offers Web hosting and co-location services at very cheap rates. ISDN
Integrated Service Digital Network Service of BSNL utilizes a unique digital network
providing high speed and high quality voice, data and image transfer over the same line. It
can also facilitate both desktop video and high quality video conferencing. Intelligent
Network ; Intelligent Network Service offers value-added services, such as: Free phone
service [FPH] ,India Telephone card [Prepaid Card] ,Account Card Calling [ACC] ,Virtual
Private Network [VPN], Tele-Voting Premium Rae Service [PRM] ,Universal Access
Number [UAN] and more. I net; India s x.25 based packet Switched Public Data Network is
operational in 104 cities of the country.
BSNL expects to arrest decline in landline connections with the newly launched
unlimited free call offer and modernization of its exchanges to IP based Next Generation
Network (NGN). Currently BSNL is the market leader in landline segment with share. BSNL
told - "Initial feedback we have is that there is an increase of 35% in new connection
bookings after BSNL launched unlimited free calling scheme during night. With this and
modernization of exchanges, I can see growth coming back in landline business".BSNL
introduced Unlimited

11
 Free Night Calling Scheme in May 2015, which allows making calls free of cost to
any operator, including mobile phones, anywhere in the country between 9 PM and 7 AM and
covers all types of connections.

BSNL is investing around Rs 2,000 Crores to upgrade its digital telephone exchanges
to next generation IP based exchanges to deliver modern services like video Calling, ultra
high speed broadband connections, video conferencing etc. through landline phones."The
project will be completed in two years. We will use landline phones to boost our broadband
services as well,".

Shrivastava said.

"Our performance has been in line with market despite legacy issues. BSNL wages outgo
is about 55% of total revenue where we need to improve. BSNL was market leader in 2006
but we could not procure equipment when market was growing.

BSNL aims to become profitable again in 2018. The company has appointed Deloitte
Consultancy to revamp it's HR and Organizational Structure to conform to the latest

12
business trends. BSNL is also waiting for government approval to hive off its mobile tower
business into a separate company for its optimum utilization. "We expect to hear very soon
from government on it. I believe government has floated a cabinet note on it," he said.

Value Added Services (On Demand Entertainment store): The On-Demand

Entertainment Store is a place where BSNL Broadband members get access to preview and
download thousands of audio songs and music videos. Members also get access to play
unlimited casual games on their browsers.

Audio and video sections comprise of latest songs and music videos from across
categories such as Bollywood, Telugu, Tamil, and Punjabi & Devotional to name a few.
Gaming on the other hand offers member’s single and multiplayer games ranging from action
to arcade games.

Music catalog offers more than 60000+ audio songs

Latest music content available as and when officially released

13
 
Music from various categories such as Bollywood, Telugu and Tamil movies,
Punjabi, Devotional/ Regional songs, Classical and other Regional movies/ private

music albums

Video catalog offers more than 1500+ music videos.

Content catalog largely offers Bollywood videos currently


All content is legal and wrapped with DRM (Digital Rights Management). This
means songs downloaded will play on the members PC only.

Unlimited download access to Music & Videos in the Store only at Rs. 149/- p.m.

Introductory offer:

- 50%* off to all BSNL members subscribing in the month of July 2009

- 25%* off to all BSNL members subscribing in the month of August 2009

*Discount offered for first 3 months of subscription on Rs. 149/- p.m.

We recommend Internet Explorer 6.0 & above browser to access the Store

Get your music now! Go to http://bsnl.hungama.com

BSNL offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame relay
services. Leased Line; BSNL provides leased lines for voice and data communication for
various applications on point to point basis. BSNL offers a choice of high, medium and low
speed leased data circuits as well as dial-up lines. Bandwidth is available on demand in most
cities. Managed Leased Line 120 Network (MLLN) offers flexibility of providing circuits
with speeds of nx64 kbps up to 2mbps, useful for Internet leased lines and International
Principle Leased Circuits (IPLCs).
Cellular Mobile Service; BSNL‘s GSM cellular mobile service Cell one has a
customer base of over 5.2 million. Cell One provides all the services like MMS, GPRS, Voice
Mail, E-mail, Short Message Service (SMS) both national and international, unified
messaging service (send and receive e-mails) etc.
PUBLIC SECTOR UNDERTAKINGS (PSUs):

DOT has the following PSUs under its administrative control:

a) Bharat Sanchar Nigam Limited (BSNL)

14
b) Mahan agar Telephone Nigam Limited (MTNL)

c) ITI Limited

d) Telecommunications Consultants India Limited (TCIL)

e) Bharat Broadband Network Limited (BBNL)

f) Hemisphere Properties India Limited (HPIL)

BSNL, fully owned by Government of India, formed in October 2000, provides

telecom ANNUAL REPORT 2014-15 7 services across the length and breadth of the country
excluding Delhi and Mumbai. BSNL is providing all types of telecom services namely
telephone services on landline, WLL and GSM mobile, Broadband, Internet, leased circuits
and long distance telecom service. Rural telephony is one of its focus areas.

BSNL also pays special emphasis on development of telecommunication facilities in

North-Eastern region and in tribal areas. BSNL had a turnover of $ 14125 core and incurred a
loss of $ 3786 core during the year 2014-15 (up to September). 13.2 MTNL, set up in 1986,
is a Nirvana PSU and provides telecommunication facilities in India's key metros - Delhi and
Mumbai. MTNL is the principal provider of fixed-line telecommunication service in these
two Metropolitan Cities, and for GSM Mobile services four peripheral towns of Noida,
Gorgon,

The company earned a profit (before tax) of $ 9.12 core on a turnover of $ 489.40
core provisionally during the year 2014-15 (up to December). 13.5 BBNL, a Special Purpose
Vehicle (SPV), namely, Bharat Broadband Nigam Limited (BBNL) has been incorporated on
25.02.2012 under the Indian Companies Act, 1956 for execution of the NOFN project
approved by the Government for connecting 2.50 lakhapprox Gram Panchayats (GPs).
department of telecommunications 13.6 HPIL, has become 6th public sector undertaking of
the Department of Telecom to construct, acquire, hold, manage, develop, administer, protect,
preserve and to deal in any other manner with surplus land, including sales and purchase of
that.

15
 The telecom sector needs to be strengthened further to ensure rapid growth of the
economy and to overcome developmental challenges in other areas like Education, Health
and Employment.

Some of the key notable points about BSNL are as follows:

 BSNL has around 4 million WLL capacity and 20.1 million Global System for Mobile
Communications (GSM) capacity
 It is equipped with more than 37382 fixed telephone exchanges, 18000 BTS, 287 satellite
stations, 480196 Rkm of OFC cable and 63730 Rkm of microwave network
 Its network serves 7330 cities and towns, 602 districts and 5.5 lakh villages across India
 Cell One cellular service has more than 17.8 million subscribers representing around 25% of
all mobile users of India

16
 BSNL has 35.1 million of basic telephony subscribers representing 85% of the landline
subscriber base of India
 It has more than 2.5 million WLL customers
 It has 2.5 million Internet subscribers, using access modes like Dial-up, leased line, DIAS,
account less Internet
 Aiming to increase its present customer base from 47 million to 125 million lines by the end
of December 2007

CHAPTER-2

REVIEW OF LITERATURE

INTRODUCTION:

The Job satisfaction is the condition of establishing an healthy organizational

environment in an organization. Individuals want to maintain statute , high ranks and
authority by giving their capabilities such as knowledge, ability education , health etc. The

17
individuals who can’t meet their expectations, with regard to their jobs become dissatisfied.
Thus this dissatisfaction affects the organization for which she/he works.

2.1MEANING OF THE JOB SATISFACTION:

Job satisfaction is an employee’s thoughts and emotions towards their job

and how they evaluate their job. This can be a judgment of their job overall, or of specific
judgment such as pay, promotions ,work tasks, coworkers and supervisors. It is important for
organizations to care about their employee’s job satisfaction. It will promote employee
organizational commitment when they feel that they are satisfied with their jobs.

DEFINATION:

According to Taylor-“Job satisfaction is very important for a person’s

motivation and contribution to production .Job satisfaction may diminish irregular
attendance at work, replacement workers with in a cycle or even the rate of accidents”.

2.2NEED AND IMPORTANCE OF JOB SATISFACTION:

Job satisfaction as a bi dimensional concept consisting of motivational factor,

personal factor ,intrinsic & extrinsic dimensions. Intrinsic sources of satisfaction depend on
the individual characteristics of the person such as the ability to use initiative relations with
superiors or the work that the person actually performs. Extrinsic sources of satisfaction are
situations & depend on the environment such as pay, promotion or job security. Both
extrinsic& intrinsic job facts should be represented as equally as possible in a composite
measure of over all job satisfaction.

PERSONAL FACTORS
These sources are include workers age ,sex , education ,marital status and
their personal characteristics , family background, socio economic background etc..

18
 The relationship between age and job satisfaction could be complex .Generally
one would except that as the person would grow order he would get greater satisfaction
with his job particularly because of the experience and their fore the case with which he
would be able to perform it.

CAREER GROWTH

Promotional opportunities seem to have a varying effect on the job satisfaction .This is
because promotion take different form and include a variety of rewards. For example
individuals who are promoted on the basis of seniority often experience job satisfaction but not
as much as those who are promoted based one their performance.

2.3 METHODS OF JOB SATISFACTION :

Occupational level:

The higher the level of the job the greater the satisfaction of the individual, this is
because higher level jobs carry greater prestige and self control. This relationship between
occupational level and job satisfaction seems from social; reference group theory in that our
society values some job more than others.

JOB CONTENT:

CONSIDERATE LEADERSHIP:

People like to be treated with consideration. Hence considerate leadership result in

higher job satisfaction than in considerate leadership.

PAY & PROMOTION OPPORTUNITIES :

19
 These to variables are positively related to job satisfaction.

INTRACTION IN THE JOB GROUP :

Interaction is more satisfying when


It results in the cognition that other person’s attitudes are similar to one’s own, since
this permits the ready calculability of that other’s behavior and constitute validation
of one.

It results the being accepted by others

It facilitates the achievement of goal.

AIM OF JOB SATISFACTION :

There are 3 basic aims for the job attitude researches i.e.

Economic aim

Humanistic aim

Theoretical aim

E conomic aim:

The economic aim of job attitude research is that a satisfied employee will be more
productive than dissatisfied employee.

Humanistic aim:

The humanistic aim of the job attitude research is to make the work house as
pleasurable and as meaning full a s possible.

Theoretical aim:

Theoretical aim of the job attitude research is to increase our understanding

of man . Knowledge of the determinants of satisfaction & dissatisfaction at work can
contribute appreciably to motivate personality theory in particular & to psychological
theory in general.

20
 CHAPTER-3

RESEARCH METHODOLOGY&OBJECTIVES

3.1 NEED FOR THE STUDY


The study considers the employees level of satisfaction of their work.

The study is performed based on the sample size taken in BSNL job satisfaction.

The study measures about the job satisfaction level of individual.

Hence the study conducted is helpful to the organization to

conduct the research on satisfaction and to take ultimate decisions.
And to sort out the factors which improves the satisfaction level of
employees.

21
3.2 OBJECTIVES OF THE STUDY
The objectives of the study are as follows:

assess the satisfaction level of employees in BSNL.

To identify the factors which influence the job satisfaction of employees.

To identify the factor which improves the satisfaction level of employees.

To know the employee satisfaction towards the facilities.

To offer valuable suggestions to improve the satisfaction level of employees.

22
3.3 SCOPE OF THE STUDY

This study emphasis in the following scope:


To identify the satisfaction level of employee with respect to job.

This study is helpful to the organization for conducting further research.

It is helpful to identify the employer’s level of satisfaction towards welfare measures.

This study helps to make a managerial decision to the company.

23
 3.4 Research Methodology

Research methodology is the systematic way to solve the research

problem. It gives an idea about various steps adopted by the researcher in a systematic
manner with an objective to determine various manners.

3.4.1 Research Design

A research design is considered as the framework or plan for a study that guides as well as
helps the data collection and analysis of data. The research design may be exploratory,
descriptive and experimental for the present study. The descriptive research design is adopted
for this project.

3.4.2 Research Approach
The research worker contacted the respondents personally with well-prepared
sequentially arranged questions. The questionnaire is prepared on the basis of objectives
of the study. Direct contract is used for survey, i.e., contacting employees directly in order
to collect data.

3.4.3 Sample size
The study sample constitutes 100 respondents constituting in the research area.
 3.4.4 Sampling Area
The study is conducted in employees of BSNL company

3.4.5 Sampling Design
24
 The researcher has used probability sampling in which stratified random sampling is
used.
 3.4.6 Collection of Data
Most of the data collected by the researcher is through Online Survey and face – to
– face Interview.

3.4.7 Research Instrument

The researcher has used a structured questionnaire as a research instrument tool

which consists of open ended questions, multiple choice and dichotomous questions in
order to get data. Thus, Questionnaire is the data collection instrument used in the study.

3.5 Limitations of the study


This study is only limited to this company.

The methods of randam sampling is suitable foe small populations only.


The survey is subjected to the bias and prejudices of the respondents. Hence 100%
accuracy can’t be assured.

To create good image, respondents may give respondents vary from the facts.

25
 CHAPTER-4

DATA ANALYSIS AND INTERPRETATION

The data after collection is to be processed and analyzed in accordance with the
outline and down for the purpose at the time of developing research plan.

Technically speaking, processing implies editing, coding, classification and tabulation

of collected data so that they are amenable to analysis. The term analysis refers to the
computation of certain measures along with searching for pattern groups. Thus in the process
of analysis, relationship or difference should be subjected to statistical tests of significance to
determine with what validity data can be said to indicate any conclusions.

The analysis of data in a general way involves a number of closely related operations,
which are performed with the purpose of summarizing the collected data and organizing them
in such a manner that they answer the research questions. In this study the researcher
followed above process carefully and it is presented in this chapter.

26
Table No: 4.1 – The department in which employees are belongs to.

SI. Department No. of Percentage

No. Respondents

1. Web Design 30 30

2. Web 25 25
Development

3. Advertising 35 35

4. Others 10 10

Total 100 100

Source: survey data

FIGURE 4.1

Represents the department

No. of Respondents
10%
30% 1 Web Design

35% 2 Web Development

25% 3 Advertising

4 Others

27
INTERPRETATION:

From the above table No;4.1&graph No; 4.1 it shows that 35percent of employees
belong to Advertising department. 30percent of employees belong to Web Design department.
25percent of employees belong to Web Development department. 10percent of employees
belong to other departments.

Table No: 4.2 – Working experience of the employees

S. No. Work Experience No. of Respondents Percentage

1. Below 2 years 13 13

2. 2 – 4 years 30 30

3. 4 – 6 years 34 34

4. Above 6 years 23 23

Total 100 100

Source: survey data

FIGURE 4.2

REPRESENTS THE WORK EXPERIENCE OF THE EMPLOYEES

13%
23% Below 2 years
2 – 4 years
30%
4 – 6 years
34%
Above 6 years

INTERPRETATION:

28
 From the above table No;4.2&graph No; 4.2it shows that 23percent of the employees
are above 6 years of experience. 34percent of the employees employees have 4 – 6 years of
experience. 30percent of the employees have 2-4 years of experience.13perent of the
employees have below 2 years of experience.

Table N0:4.3 – The physical working environment

SI. No. Working Environment No. of Respondents Percentage

1. Excellent 12 12

2. Good 57 57

3. Fair 28 28

4. Poor 3 3

5. Very Poor 0 0

Total 100 100

Source: survey data

FIGURE 4.3

REPRESENTS THE PHYSICAL WORKING ENVIRONEMENT

3% 0%
12% Excellent
28%
Good
Fair
57%
Poor
Very Poor

29
INTERPRETATION:

From the above table 12% of No;4.1&graph No; 4.1 it shows that the employees are
completely satisfied about the working environment.57percent of the employees feel that
working environment is good. 28percent say that it’s fair. A minimal of 3percent of
employees feel work environment is poor. On a whole 69 percent of the employees are
positive towards the working environment.

Table No: 4.4 – The satisfaction level of employees towards the non-monitory benefits

SI. No. Non-Monitory Benefits offered to Employees No. of Respondents Percentage

1. Highly satisfied 14 14

2. Satisfied 54 54

3. Neither Satisfied nor Dissatisfied 25 25

4. Dissatisfied 5 5

5. Highly Dissatisfied 2 2

Total 100 100

Sources : survey data

FIGURE 4.4

REPRESENTS THE SATISFACTION LEVEL OF EMPLOYEES TOWARDS THE

NON-MONITORY BENEFITS

5% 2% 14% Highly satisfied

25%
Satisfied
54%

Neither Satisfied nor

Dissatisatisfied

Source: survey data

INTERPRETATION:

30
 From the above table No;4.4&graph No; 4.4 it shows that 14 percent of the
employees were highly satisfied towards the non-monitory benefits. 54percent of the
employees were satisfied towards the non-monitory benefits. 25percent of the employees
were neither satisfied nor dissatisfied towards the non-monetary benefits. 7percent of the
employees were dissatisfied towards the non- monetary benefits. On a whole 68 percentof the
employees are positive towards the non- monetary benefits.

Table No:4.5 – The satisfaction level of respondents towards the work assigned

SI. No. Amount of Work No. of Respondents Percentage

1. Highly satisfied 20 20

2. Satisfied 45 45

3. Neither Satisfied nor Dissatisfied 12 12

4. Dissatisfied 18 18

5. Highly Dissatisfied 6 6

Total 100 100

FIGURE 4.5

REPRESENTS THE SATISFACTION LEVEL OF RESPONDENTS TOWARDS THE

WORK ASSIGNED

6% 20% Highly satisfied

18%
12% Satisfied

44% Neither Satisfied nor

Dissatisfied

INTERPRETATION:

From the above table No;4.5&graph No; 4.5 it shows that 20 percent f the
respondents were highly satisfied towards the work assigned. 45percent of the respondents
were satisfied towards the work assigned. 12percent of the respondents were neither satisfied

31
nor dissatisfied towards the work assigned. 24percent of the respondents were
dissatisfied towards the work assigned. On a whole 65% of the respondents feel positive
towards the work assigned.

Table N0: 4.6 – Opinion about the career development programme in their organization

SI. No. Career Development No. of Respondents Percentage

1. Highly satisfied 12 12

2. Satisfied 56 56

3. Neither Satisfied nor Dissatisfied 22 22

4. Dissatisfied 10 10

5. Highly Dissatisfied 0 0

Total 100 100

Sources : survey data

FIGURE 4.6

REPRESENTS OPINION ABOUT THE CAREER DEVELOPMENT PROGRAMME

IN THEIR ORGANISATION

0% 12% Highly satisfied

10%
22% Satisfied

56% Neither Satisfied

nor Dissatisfied
Dissatisfied

INTERPRETATION:

From the above table No;4.6graph No; 4.6 it shows that 12percent of the employees
were highly satisfied with the opinion about the career development program in their

32
organization. 56percent of the employees were satisfied with the opinion about the career
development program in their organization. 22percent were neither satisfied nor dissatisfied.
10percent were dissatisfied. On a whole 68percent of employees gave positive feedback
about the career development program in their organization.

Table No: 4.7 – The co-operation of co-workers

SI. No. Co-operation of Workers No. of Respondents Percentage

1. Highly satisfied 20 20

2. Satisfied 66 66

3. Neither Satisfied nor Dissatisfied 11 11

4. Dissatisfied 3 3

5. Highly Dissatisfied 0 0

Total 100 100

FIGURE 4.7

REPRESENTS THE COOPERATION OF CO-WORKERS

20% Highly satisfied

11% 3% 0%

Satisfied
66%
Neither Satisfied
nor Dissatisfeid

Source: survey data

INTERPRETATION:

From the above table No;4.7&graph No; 4.7 it shows that 20percent of the employees
were highly satisfied with the cooperation of co-workers. 66percent of the employees were
satisfied with the cooperation of co-workers.11percent of the employees were neither
satisfied nor dissatisfied. 3percent of the employees were dissatisfied with the cooperation of
co-workers. On a whole 86% of employees gave positive feedback for the cooperation of co-
works.

33
Table No:4.8 – The satisfaction of Respondents with top management

SI. No. Satisfaction with Top Management No. of Respondents Percentage

1. Highly satisfied 26 26

2. Satisfied 51 51

3. Neither Satisfied nor Dissatisfied 17 17

3. Dissatisfied 6 6

4. Highly Dissatisfied 0 0

Total 100 100

Sources : survey data

FIGURE 4.8

REPRESENTSTHESATISFACTIONOFRESPONDENTSWITHTOPMANAGEMENT

6% 0%
17% 26% Highly satisfied
Satisfied

51%
Neither Satisfied

nor Dissatisfied

INTERPRETATION:

From the above table No;4.8&graph No; 4.8 it shows that 26percent of the employees were highly
s management. Overall 77percent of the employees were happy with the top management.

34
Table No:4.9 – The satisfaction of Respondents with their subordinates

SI. No. Satisfaction with Subordinates No. of Respondents Percentage

1. Highly satisfied 12 12

2. Satisfied 67 67

3. Neither Satisfied nor Dissatisfied 14 14

4. Dissatisfied 7 7

5. Highly Dissatisfied 0 0

Total 100 100

Source: survey data

FIGURE 4.9

REPRESENTS THE SATISFACTION OF RESPONDENTS WITH THEIR

SUBORDINATES

7% 0% 12%
14% Highly satisfied

Satisfied
67%

INTERPRETATION:

From the above table No;4.9&graph No; 4.9 it shows that 12percent of the employees
were highly satisfied with their subordinates.67percent of the employees were satisfied with
their subordinates.14percent of the employees was neither satisfied, nor dissatisfied.7percent

35
of the employees were dissatisfied with their subordinates. 79percent of the employees were
satisfied with their subordinates.

Table No:4.10 – The level of satisfaction regarding nature of job

SI. No. Job Satisfaction No. of Respondents Percentage

1. Highly satisfied 22 22

2. Satisfied 56 56

3. Neither Satisfied nor Dissatisfied 16 16

4. Dissatisfied 7 7

5. Highly Dissatisfied 0 0

Total 100 100

Source: survey data

FIGURE 4.10

REPRESENTS THE LEVEL OF SATISFACTION REGARDING THE NATURE OF

JOB

Highly satisfied

Satisfied

Neither Satisfied
nor Dissatisfied
Dissatisfied

INTERPRETATION:

36
 From the above table No;4.10&graph No;4.10 it shows that 22percent of the
employees were highly satisfied with their nature of job. 56percent of the employees were
satisfied with their nature of job. 16percent of the employees were neither satisfied nor
dissatisfied. 7percent of the employees were dissatisfied. Overall 78percent of the people are
happy with their nature of job.

Table No: 4.11 – Whether there is any job pressure in their work

SI. Job Pressure No. of Respondents Percentage

No.

1. Yes 72 72

2. No 28 28

Total 100 100

Sources : survey data

FIGURE 4.11

REPRESENTS WHETHER THERE IS ANY JOB PRESSURE IN THEIR WORK

28%
Yes
No
72%

INTERPRETATION:

From the above table No;4.11&graph No; 4.11 it shows that 72percent of employees
said there is job pressure in their work. 28percent said no for job pressure in their work.

37
Table No: 4.12 – The opinion regarding opportunity provided by the organization in
developing skills & talents

SI. Development of No. of

Skills and Percentage
No. Respondents
Talents

1. Highly Agree 12 12

2. Agree 52 52

3. Neither Agree 28 28
nor Disagree

4. Disagree 6 6

5. Highly Disagree 2 2

Total 100 100

Source: survey
data

FIRGURE 4.12

REPRESENTS THE OPPORTUNITY PROVIDED BY THE ORGANISATION IN

DEVELOPING SKILLS & TALENTS

6% 2% 12% Highly Agree

28% Agree

Neither Agree nor

52% Disagree

INTERPRETATION:

From the above table No;4.12&graph No; 4.12 it shows that 12percent of employees
completely agreed regarding opportunity provided by the organization in developing skills &
talents. 52percent of employees are agreed regarding opportunity provided by the
organization in developing skills & talents. 28percent neither agreed nor disagreed.8percent

38
of the employees disagreed. Overall 64percent of employees agreed regarding opportunity
provided by the organization in developing skills & talents.

Table No:4.13 – The satisfaction level of welfare facilities provided by the management

SI. Welfare Facilities No. of Percentage

No. Respondents

1. Highly satisfied 9 9

2. Satisfied 57 57

3. Neither Satisfied nor 29 29

Dissatisfied

4. Dissatisfied 5 5

5 Highly Dissatisfied 0 0

Total 100 100

Source: survey data

FIGURE 4.13

REPRESENTS THE SATISFACTION LEVEL OF WELFARE FACILITIES

PROVIDED BY THE MANGEMENT

5% 0% 9% Highly satisfied

29%
Satisfied
57%
Neither Satisfied
nor Dissatisfied

INTERPRETATION:

From the above table No;4.13&graph No; 4.13 it shows that 9percent of the
employees were highly satisfied with the welfare facilities provided by the
management.57percent of the employees were satisfied with the welfare facilities provided by
the management. 29pecent were neither satisfied nor dissatisfied. 5percent were

39
dissatisfied. Overall 66percent of the employees are happy with the facilities provided by the
management.

Table No:4.14 – The employee satisfaction towards the salary

SI. No. Payment Satisfaction No. of Respondents Percentage

1. Yes 67 67

2. No 33 33

Total 100 100

Source: survey data

FIGURE 4.14

REPRESENTS THE SATISFACTION TOWARDS THE SALARY

Yes
No

INTERPRETATION:

From the above table No;4.14&graph No; 4.14 it shows that 67percent of the
employees were satisfied with their salary.33percent of the employees were dissatisfied with
their salary.

40
Table No: 4.15 – The employee’s willingness to continue

SI. No. Willingness to Work No. of Respondents Percentage

1. Yes 59 59

2. No 41 41

Total 100 100

Source: survey data

FIGURE 4.15

REPRESENTS THE EMPLOYEES WILLINGNESS TO CONTINUE

41%

Yes
59%
No

INTERPRETATION:

From the above table No;4.15&graph No; 4.15 it shows that 59percent of the
employees were willing to continue in this organization. 41percent of the employees were not
willing to continue in this organization.

41
Table No: 4.16 – The opinion about company’s policy and practices

SI. No. Company’s Policy and Practices No. of Respondents Percentage

1. Excellent 13 13

2. Very Good 23 23

3. Good 47 47

4. Bad 12 12

5. Very Bad 5 5

Total 100 100

Source: survey data

FIGURE 4.16

REPRESENTS THE OPINION ABOUT COMPANY POLICY AND PRACTICES

5% 13%
12% Excellent
Very Good
23%
47% Good
Bad

INTERPRETATION:

From the above table No;4.16&graph No; 4.16 it shows that 36percent of the
employees were feels very good about the company policy and practices. 47percent of the
employees were feels good about the company policy and practices. 17percent of the
employees were feels bad about the company policy and practices. Overall 73percent of the
employee feels good about the company policy and practices.

42
Table No: 4.17 – The Company’s promotion policy

SI. Company’s Promotion No. of Percentage

No. Policy Respondents

1. Highly Satisfied 14 14

2. Satisfied 57 57

3. Neither Satisfied nor 20 20

Dissatisfied

3. Dissatisfied 7 7

4. Highly Dissatisfied 2 2

Total 100 100

Source : survey data

FIGURE 4.17

REPRESENTS THE COMPANY’S PROMOTION POLICY

7% 2% 14% Highly Satisfied

20%
Satisfied
57%
Neither Satisfied
nor Dissatisfied

INTERPRETATION:

From the above table No;4.17&graph No; 4.17 it shows that 14percent of the
employees were highly satisfied about the company’s promotion policy. 57percent of the
employees were satisfied about the company’s promotion policy. 20percent neither satisfied
nor dissatisfied. 9percent of the employees were dissatisfied. Overall 71percent of the
employees are satisfied about the company’s promotion policy.

43
Table No:4.18 – The overall job satisfaction

SI. No. Overall Job Satisfaction No. of Respondents Percentage

1. Highly Satisfied 22 22

2. Satisfied 30 30

3. Neither Satisfied nor Dissatisfied 29 29

4. Dissatisfied 12 12

5. Highly Dissatisfied 7 7

Total 100 100

Sources : survey data

FIGURE 4.18

REPRESENTS THE OVERALL JOB SATISFACTION

Highly Satisfied
7%
12%
22% Satisfied

29% 30%
Neither Satisfied
nor Dissatisfied
Dissatisfied

INTERPRETATION:

From the above table No;4.18&graph No; 4.18 it shows that 22percent of the
employees are highly satisfied with their overall job. 30percent of the employees are highly
satisfied with their overall job. 29percent were neither satisfied nor were dissatisfied
19percent dissatisfied. Overall 52percent of the employees are satisfied with overall job.

44
 CHAPTER-5
FINDINGS&SUGGESTIONS&CONCLUSTION

5.1 FINDINGS

Departments:

35% of employees belong to Advertising department. 30% of employees belong to Web

Design department. 25% of employees belong to Web Development department. 10% of
employees belong to other departments.

Work Experience:

23% of the employees are above 6 years of experience. 34% of the employees have 4
– 6 years of experience. 30% of the employees have 2-4 years of experience. 13% of the
employees have below 2 years of experience.

Work Environment:

12% of the employees are completely satisfied about the working environment.57%
of the employees feel that working environment is good. 28% say that it’s fair. A minimal of
3% of employees feel work environment is poor.

Satisfaction Level towards Non- Monetary Benefits:

14% of the employees were highly satisfied towards the non-monetary benefits. 54%
of the employees were satisfied towards the non- monetary benefits. 25% of the employees
were neither satisfied nor dissatisfied towards the non- monetary benefits. 7% of the
employees were dissatisfied towards the non- monetary benefits.

Satisfaction Level Towards Work Assigned:

20% of the respondents were highly satisfied towards the work assigned. 45% of the
respondents were satisfied towards the work assigned. 12% of the respondents were neither
satisfied nor dissatisfied towards the work assigned. 24% of the respondents were dissatisfied
towards the work assigned.

45
Satisfaction of Respondents with Top Management:

26% of the employees were highly satisfied with the top management. 51% of the
employees were satisfied with the top management. 17% of the employees were neither
satisfied nor dissatisfied.6% of the employees dissatisfied with the top management.

Satisfaction of Respondents with their Subordinates:

12% of the employees were highly satisfied with their subordinates.67% of the
employees was satisfied with their subordinates.14% of the employees was neither satisfied
nor dissatisfied.7% of the employees was dissatisfied with their subordinates.

Job pressure:

72% of employees said there is job pressure in their work. 28% said no for job
pressure in their work.

Development of Skills and Talents:

12% of employees completely agreed regarding opportunity provided by the

organization in developing skills & talents. 52% of employees did not agree regarding
opportunity provided by the organization in developing skills & talents.28% agreed nor
disagreed.8% of the employees disagreed.

Welfare Facilities:

9% of the employees were highly satisfied with the welfare facilities provided by the
management.57% of the employees was satisfied with the welfare facilities provided by the
management. 29% were neither satisfied nor dissatisfied. 5% were dissatisfied.

Satisfaction towards Salary:

67% of the employees were satisfied with their salary.33% of the employees were
dissatisfied with their salary.

Employee Willingness:

46
 59% of the employees were willing to continue in this organization. 41% of the
employees were not willing to continue in this organization.

Overall Job Satisfaction:

22% of the employees are highly satisfied with their overall job. 30% of the
employees are highly satisfied with their overall job. 29% were neither satisfied nor were
dissatisfied 19% dissatisfied.

5.2 SUGGESTIONS

47
  The company can improve career development opportunities which reduce boredom.
 Effective training should be given to reach organization goals and individual goals.

 Effective steps need to be taken to increase employee’s willingness to continue in the

company.
 The company has to improve transport facilities.

 Management may implement the welfare scheme in the organization effectively, and
this can be done by placing a welfare officer who views the problems of the
employees and make certain modifications to the existing welfare scheme.

 Salaries of the employees can be improved to satisfy them. Management may have to
revise the salary packages periodically to maintain and improve their standards of
living.

5.3 CONCLUSION

The employees feel that they should be involved in framing the rules and regulations
in the organization. It has been found that communications between the employees and
maintaining discipline in the organization. Almost many of the employees are not satisfied
48
with the transport facilities provided by the organization. The employees of the company feel
that the cordial working atmosphere is as considerable rate. Satisfied and motivated
employees are the source of achieving the organizational goals and objectives.

QUESTIONNARE

1. Which department do you belong to?

a. Web Design b. Web Development c. Advertising d. Others

2. What is your work experience?

a. Below 2 years b. 2 – 4 years c. 4 – 6 years d. Above 6 years
49
3. How satisfied are you with the physical working environment?
a. Excellent b. Good c. Fair d. Poor e. Very Poor

4. How satisfied are you with non-monitory benefits in the company?

a. Highly satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied
d. e. Highly Dissatisfied

Dissatisfied

5. How satisfied are you the work assigned with the work assigned to you?
a. Highly satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied
d. e. Highly Dissatisfied

Dissatisfied

6. How satisfied are you with the career development programme in your
organization?
a. Highly satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied
d. e. Highly Dissatisfied

Dissatisfied

7. How satisfied are you with the cooperation of co-workers?

a. Highly satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied
d. e. Highly Dissatisfied

Dissatisfied

8. How satisfied are you with the cooperation of top management?

a. Highly satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied
d. Dissatisfied e. Highly Dissatisfied

9. How satisfied are you with your subordinates?

a. Highly satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied
d. e. Highly Dissatisfied

Dissatisfied
10. How satisfied are you with your nature of job?
a. Highly satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied
d. e. Highly Dissatisfied

Dissatisfied

50
11. Do you feel there is any job pressure in your work?
a. Yes b. No

12. Does the organization provide opportunities for developing your skills & talents?
a. Highly agree b. Agree c. Neither Agree nor Disagree d. Disagree
e. Highly Disagree

13. Are you satisfied towards the welfare facilities provided by the management?
a. Highly satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied
d. e. Highly Dissatisfied

Dissatisfied

14. Are you satisfied with the salary you get?

a. Yes b. No

15. Are you willing to continue in this company?

a. Yes b. No

16. What is your opinion about company’s policy and practices?

a. Excellent b. Very good c. Good d. Bad e. Very Bad

17. How satisfied are you with the company’s promotion policy?
a. Highly satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied
d. Dissatisfied e. Highly Dissatisfied

18. Overall how satisfied are you with your current job?
a. Highly satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied
d. e. Highly Dissatisfied

Dissatisfied
51
 BIBLLOGRAPHY
Essential of human resource management-p.subba Rao
 Human resource management –Ashwathappa
 Marketing research- Naresh K Malhotra
 Organizational theory and practice-V S p Rao
 www.Gogoindia.com
 www,google.com

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