CHAPTER -1

ABSTRACT:

INTRODUCTION
The world has open spun into the new millennium and along with, it has ushered a new
era of intense competition and ever changing value equations. The fact that organisation has
been
transformed from a structured assembly line production orientation to a focus a
knowledge
creation by each and every personnel of the organisation. In a competitive global
business
scenario, no organisation will survive unless it is able to match the duality and the
cost of its
competitors. Realities are focusing us to concentrate more upon changing the attitude
of
employees, enabling them to take up independent responsibilities and empowering to
execute
them by using their knowledge and skills in latest technologies and thus motivating them to
use
their capabilities in their respective areas of excellence.

INTRODUCTION
The world has open spun into the new millennium and along with, it has ushered a new
era of intense competition and ever changing value equations. The fact that organisation has
been
transformed from a structured assembly line production orientation to a focus a
knowledge
creation by each and every personnel of the organisation. In a competitive global
business
scenario, no organisation will survive unless it is able to match the duality and the
cost of its
competitors. Realities are focusing us to concentrate more upon changing the attitude
of
employees, enabling them to take up independent responsibilities and empowering to
execute
them by using their knowledge and skills in latest technologies and thus motivating them to
use
their capabilities in their respective areas of excellence.

INTRODUCTION
The world has open spun into the new millennium and along with, it has ushered a new
era of intense competition and ever changing value equations. The fact that organisation has
been
transformed from a structured assembly line production orientation to a focus a
knowledge
creation by each and every personnel of the organisation. In a competitive global
business
scenario, no organisation will survive unless it is able to match the duality and the
cost of its
competitors. Realities are focusing us to concentrate more upon changing the attitude
of
employees, enabling them to take up independent responsibilities and empowering to
execute
them by using their knowledge and skills in latest technologies and thus motivating them to
use
their capabilities in their respective areas of excellence.

INTRODUCTION
The world has open spun into the new millennium and along with, it has ushered a new
era of intense competition and ever changing value equations. The fact that organisation has
been
transformed from a structured assembly line production orientation to a focus a
knowledge
creation by each and every personnel of the organisation. In a competitive global
business
scenario, no organisation will survive unless it is able to match the duality and the
cost of its
competitors. Realities are focusing us to concentrate more upon changing the attitude
of
employees, enabling them to take up independent responsibilities and empowering to
execute
them by using their knowledge and skills in latest technologies and thus motivating them to
use
their capabilities in their respective areas of excellence.
Job satisfaction is one of the important factors which have drawn attention of managers in
the organization as well as academicians. Various studies have been conducted to find out the
factors which determine job satisfaction and the way it influences productivity in the
organization. Though there is no conclusive evidence that job satisfaction affects productivity
directly since productivity depends on so many variables, it is still a prime concern for
managers. Job satisfaction is the mental feeling of favourable ness which an individual has
about his job. It is often said that " A happy employee is a productive employee. " Job
satisfaction is very important because most of the people spend a major portion of their life at
their working place. Moreover, job satisfaction has its impact on the general life of the
employees also, because a satisfied employee is a contented and happy human being. A
highly satisfied worker has better physical and mental well-being. The study tries to evaluate
how human resource factors affect the satisfaction level of employees in BPCL – Kochi
Refinery Limited. It assesses how far welfare and financial factors motivate the employees in
the company. The study also attempts to analyse the opinion of employees towards the
working life in the company.
The world has open spun into the new millennium and along with, it has ushered a new
era of intense competition and ever changing value equations. The fact that organisation has
been
transformed from a structured assembly line production orientation to a focus a
knowledge
creation by each and every personnel of the organisation. In a competitive global
business
scenario, no organisation will survive unless it is able to match the duality and the
cost of its
competitors. Realities are focusing us to concentrate more upon changing the attitude
of
employees, enabling them to take up independent responsibilities and empowering to
execute
them by using their knowledge and skills in latest technologies and thus motivating them to
use
their capabilities in their respective areas of excellence.

INTRODUCTION
The world has open spun into the new millennium and along with, it has ushered a new
era of intense competition and ever changing value equations. The fact that organisation has
been
transformed from a structured assembly line production orientation to a focus a
knowledge
creation by each and every personnel of the organisation. In a competitive global
business
scenario, no organisation will survive unless it is able to match the duality and the
cost of its
competitors. Realities are focusing us to concentrate more upon changing the attitude
of
employees, enabling them to take up independent responsibilities and empowering to
execute
them by using their knowledge and skills in latest technologies and thus motivating them to
use
their capabilities in their respective areas of excellence.
JOB SATISFACTION INTRODUCTION:
Job satisfaction is one of the major interests to the field of organizational behavior and the
practice of HRM. It reflects employee’s attitudes towards their job and commitment to an
organization. Job satisfaction refers to one’s feelings or state of mind regarding the nature of
their work. It describes how content an individual is with his or her job. Job satisfaction refers
to a person’s feeling of satisfaction on the job, which acts as a motivation to work. It is not
self-satisfaction, happiness or self contentment but satisfaction on the job. Job satisfaction is
defined as the pleasurable emotional state resulting from the appraisal of one’s job as
achieving or facilitating the achievement of one’s job values. Job satisfaction is not the same
as motivation. It is linked to productivity, motivation, absenteeism, waste accidents, mental
health, physical health and general life satisfaction. There are three important dimensions to
job satisfaction. Job satisfaction is an emotional response to a job situation. It can’t be seen,
only inferred. Job satisfaction is often determined by how well outcomes meet or exceed
expectations. Job satisfaction represents several related attitudes.
The world has open spun into
the new millennium and along
with, it has ushered a new
era of intense competition and
ever changing value equations.
The fact that organisation has
been
transformed from a
structured assembly line
production orientation to a
focus a knowledge
creation by each and every
personnel of the
organisation. In a
competitive global business
scenario, no organisation will
survive unless it is able to
match the duality and the
cost of its
competitors. Realities are
focusing us to concentrate
more upon changing the
attitude of
employees, enabling them to
take up independent
responsibilities and
empowering to execute
them by using their knowledge
and skills in latest technologies
and thus motivating them to
use
their capabilities in their
respective areas of excellence.
Emerging business
environment is forcing
business houses to find new
ways to remain
competitive. Organisations
face an environment
characterised by a number of
challenges and key
issues that have increased the
importance of Human
Resource Management
considerations in
business decision-making.
These include increased
level of competition, human
resources
diversity, changing value
systems and above all the rapid
technological advances
The world has open spun into
the new millennium and along
with, it has ushered a new
era of intense competition and
ever changing value equations.
The fact that organisation has
been
transformed from a
structured assembly line
production orientation to a
focus a knowledge
creation by each and every
personnel of the
organisation. In a
competitive global business
scenario, no organisation will
survive unless it is able to
match the duality and the
cost of its
competitors. Realities are
focusing us to concentrate
more upon changing the
attitude of
employees, enabling them to
take up independent
responsibilities and
empowering to execute
them by using their knowledge
and skills in latest technologies
and thus motivating them to
use
their capabilities in their
respective areas of excellence.
Emerging business
environment is forcing
business houses to find new
ways to remain
competitive. Organisations
face an environment
characterised by a number of
challenges and key
issues that have increased the
importance of Human
Resource Management
considerations in
business decision-making.
These include increased
level of competition, human
resources
diversity, changing value
systems and above all the rapid
technological advances
The world has open spun into
the new millennium and along
with, it has ushered a new
era of intense competition and
ever changing value equations.
The fact that organisation has
been
transformed from a
structured assembly line
production orientation to a
focus a knowledge
creation by each and every
personnel of the
organisation. In a
competitive global business
scenario, no organisation will
survive unless it is able to
match the duality and the
cost of its
competitors. Realities are
focusing us to concentrate
more upon changing the
attitude of
employees, enabling them to
take up independent
responsibilities and
empowering to execute
them by using their knowledge
and skills in latest technologies
and thus motivating them to
use
their capabilities in their
respective areas of excellence.
Emerging business
environment is forcing
business houses to find new
ways to remain
competitive. Organisations
face an environment
characterised by a number of
challenges and key
issues that have increased the
importance of Human
Resource Management
considerations in
business decision-making.
These include increased
level of competition, human
resources
diversity, changing value
systems and above all the rapid
technological advances.
The world has open spun into the new millennium and along with, it has ushered a new era of
intense competition and ever changing value equations. The fact that organisation has been
transformed from a structured assembly line production orientation to a focus a knowledge
creation by each and every personnel for the organisation. In a competitive global business
scenario, no organisation will survive unless it is able to match the duality and the cost of its
competitive. Realities are focusing us to independent responsibilities and empowering to
execute them by using their knowledge and skills in latest technologies and thus motivating
them to use their capabilities in their respective areas if excellence.
Emerging business environment is forcing business houses to find new ways to remain
competitive. Organisation face an environment characterised by a number of challenges and
key issues that have increased the importance of human resources management consideration
in business decision making. These include increased level of competition, human resources
diversity changing, value systems and above all the rapid technological advances.
In the globally competitive and challenging business scenario, our success will be, to be great
extent, influenced by how we manage our human resources the people who make things
happen. The traditional role of man managers has undergone drastic changes to meet the
challenges of the next millennium and achieve excellence, responsible trade unionism,
productivity oriented work practices and aggressive professional management would be
essential.
Foreign investment and technologies have started flowing into India. The new scenario has
thrown new challenges in the area of human resources management as well. Human goings
are most precious part of an organisation. The success or failure of an enterprise largely
depends on the people who man the organisation. In the words of Alfred Marshall “the most
valuable of all capital is that invested in human beings”. From social point of view , an
enterprise combines two sorts of resources :a group of human beings and a group of physical
assets. The latter in isolation of the former is useless.
Job satisfaction is one of the important factors which have drawn attention of managers in the
organisation as well as academicians. Various studies have been conducted to find out the
factors which determine job satisfaction and the way it influences productivity in the
organisation though there is no conclusion evidence that job satisfaction affects productivity
directly because productivity depends on so many variables, it is still prime concern for
managers. Job satisfaction is the mental feeling of favourable which an individuals has about
his job.
In literature on industry psychology, the term job satisfaction is quite frequently used for
individuals attitude towards the specific aspects of the total work situation . the word job
refers to a specific task where as the term job satisfaction is of higher orders where it is
essentially related to human needs and their fulfilment through work. It is generated by the
individual’s perception of how well his job satisfies his various needs.
It is often said that “ A happy employee is a productive employee”. Job satisfaction is very
important because most of the people spend a major portion of their life at their working
place. Moreover, job satisfaction has its impact in the general life if the employees also,
because a satisfied employee is a contented and happy human being. A highly satisfied
workers has better physical and mental well-being. though it is debatable point as to which
one is the cause and which one is effect, but there are correlated to each other.

Journal of Management Research

ISSN 1941-899X
2017, Vol. 9, No. 1
www.macrothink.org/jmr
118
1. Introduction
The term Job satisfaction is
furnished as the attitude of
content, an employee
possesses in his
or her current position in an
organization. In the last few
decades, a number of
scholarly
studies have been conducted
using the workers’ satisfaction
as a central research variable.
It
has to be regarded as an
obligatory attribute which is
very frequently measured by
organizations in order to
ensure the existence of an
affectionate approach of
employees
towards the duties and
responsibilities they deal
with. Despite of the world-
wide urges for
considering employees as a
human asset of the
organization, the prevailing
scenario of profit
oriented business is neither
providing a fair
remuneration system nor
extending welfare
oriented move towards its
employees, often. Therefore,
the turnover rate has
alarmingly
increased in most of the
industries in all the levels
of employments. Here comes
the
significance of guaranteeing a
level headed state of job
satisfaction among the
employees of
any organization, which in turn
may land in organizational
effectiveness.
The term Job satisfaction is
furnished as the attitude of
content, an employee
possesses in his
or her current position in an
organization. In the last few
decades, a number of
scholarly
studies have been conducted
using the workers’ satisfaction
as a central research variable.
It
has to be regarded as an
obligatory attribute which is
very frequently measured by
organizations in order to
ensure the existence of an
affectionate approach of
employees
towards the duties and
responsibilities they deal
with. Despite of the world-
wide urges for
considering employees as a
human asset of the
organization, the prevailing
scenario of profit
oriented business is neither
providing a fair
remuneration system nor
extending welfare
oriented move towards its
employees, often. Therefore,
the turnover rate has
alarmingly
increased in most of the
industries in all the levels
of employments. Here comes
the
significance of guaranteeing a
level headed state of job
satisfaction among the
employees of
any organization, which in turn
may land in organizational
effectiveness.
The term Job satisfaction is
furnished as the attitude of
content, an employee
possesses in his
or her current position in an
organization. In the last few
decades, a number of
scholarly
studies have been conducted
using the workers’ satisfaction
as a central research variable.
It
has to be regarded as an
obligatory attribute which is
very frequently measured by
organizations in order to
ensure the existence of an
affectionate approach of
employees
towards the duties and
responsibilities they deal
with. Despite of the world-
wide urges for
considering employees as a
human asset of the
organization, the prevailing
scenario of profit
oriented business is neither
providing a fair
remuneration system nor
extending welfare
oriented move towards its
employees, often. Therefore,
the turnover rate has
alarmingly
increased in most of the
industries in all the levels
of employments. Here comes
the
significance of guaranteeing a
level headed state of job
satisfaction among the
employees of
any organization, which in turn
may land in organizational
effectiveness.
This chapter starts with a high-level overview of the project. It then describes the
specific aims and objectives of the project. Finally, it analyses the feasibility of the
project and provides with a feasibility report of the system.
Project Overview

The project sets to develop an online ordering system for restaurant. Many industries
now quickly adopting technologies. Restaurant industry also embraces different types
of technologies which make daily processes easier and faster. But the adoption of
technology in restaurant industry is slower compared to other industries (Saeed et al.,
2016). Restaurants can use technology in different ways. One of them is to build an
online presence by a web application which may also help in online ordering. Because
the use of internet-based ordering system is in rise in today’s world. Since 2014, about
30% of customers aged between 18 and 54 have ordered food from a restaurant's
website via their phone or tablet in USA. On the other hand, QSR Web found that
digital restaurant ordering is growing 300% faster than dine-in traffic (Beltis, 2016).
So, the market for online food delivery now remains as large as ever. Nevertheless, a
huge section of this market is still being overwhelmingly offline.

When it comes to buying goods or foods online, customers want to be ensured about the
quality of the foods that s/he is going to buy. People tend to eat foods that is suggested by
their friends or nearest one. This thing can be achieved in an online food ordering system by
utilising and integrating social media properly. A study performed by OTX Research found
that two out of every three customers are influenced in their buying decision through
information they find in social media. Nearly, 67% of customers are likely to pass this
information on to other customers and over 60% of customers trust information they find
through social media such as Facebook, Twitter and other social media sites (Shankararaman
and Lum, 2013).

MEANING OF JOB SATIFACTION:

Job satisfaction refers to a person’s feeling of satisfaction on the job which act as a
motivation to work. It is not the self-satisfaction, happiness or self-contentment but the
satisfaction on the job. Satisfaction does mean the simple feeling state accompanying the
attainment by an impulse of its objective. Research workers differently described the factors
contributing the job satisfaction and the job dissatisfaction.

DEFINATION OF JOB SATISFACTION:

“ A STUDY ON JOB SATISFACTION OF EMPLOYEES IN BPCL –

KOCHI REFINERY LIMITED, AMBALAMUGAL ”
Mrs Anju K J & Mr.Sona George
Assistant Professor,
Department of Management Studies,
Christ University, Hosur Road,
Bangalore- 560 029

ABSTRACT!
Job satisfaction is one of the important factors which have drawn attention of managers in the
organization as well as academicians. Various studies have been conducted to find out
the
factors which determine job satisfaction and the way it influences productivity in the
organization. Though there is no conclusive evidence that job satisfaction affects
productivity
directly since productivity depends on so many variables, it is still a prime concern
for
managers. Job satisfaction is the mental feeling of favorableness which an individual has
about
his job. It is often said that “A happy employee is a productive employee.” Job
satisfaction is
very important because most of the people spend a major portion of their life at their
working
place. Moreover, job satisfaction has its impact on the general life of the employees
also,
because a satisfied employee is a contented and happy human being. A highly satisfied
worker
has better physical and mental well-being. The study tries to evaluate how human
resource
factors affect the satisfaction level of employees in BPCL – Kochi Refinery Limited. It
assesses
how far welfare and financial factors motivate the employees in the company. The
study also
attempts to analyze the opinion of employees towards the working life in the company.

“ A STUDY ON JOB SATISFACTION OF EMPLOYEES IN BPCL –

KOCHI REFINERY LIMITED, AMBALAMUGAL ”

Mrs Anju K J & Mr.Sona George

Assistant Professor,
Department of Management Studies,
Christ University, Hosur Road,
Bangalore- 560 029

ABSTRACT!
Job satisfaction is one of the important factors which have drawn attention of managers in the
organization as well as academicians. Various studies have been conducted to find out
the
factors which determine job satisfaction and the way it influences productivity in the
organization. Though there is no conclusive evidence that job satisfaction affects
productivity
directly since productivity depends on so many variables, it is still a prime concern
for
managers. Job satisfaction is the mental feeling of favorableness which an individual has
about
his job. It is often said that “A happy employee is a productive employee.” Job
satisfaction is
very important because most of the people spend a major portion of their life at their
working
place. Moreover, job satisfaction has its impact on the general life of the employees
also,
because a satisfied employee is a contented and happy human being. A highly satisfied
worker
has better physical and mental well-being. The study tries to evaluate how human
resource
factors affect the satisfaction level of employees in BPCL – Kochi Refinery Limited. It
assesses
how far welfare and financial factors motivate the employees in the company. The
study also
attempts to analyze the opinion of employees towards the working life in the company.
Job satisfaction is one of the important factors which have drawn attention of managers in the
organization as well as academicians. Various studies have been conducted to find out
the
factors which determine job satisfaction and the way it influences productivity in the
organization. Though there is no conclusive evidence that job satisfaction affects
productivity
directly since productivity depends on so many variables, it is still a prime concern
for
managers. Job satisfaction is the mental feeling of favorableness which an individual has
about
his job. It is often said that “A happy employee is a productive employee.” Job
satisfaction is
very important because most of the people spend a major portion of their life at their
working
place. Moreover, job satisfaction has its impact on the general life of the employees
also,
because a satisfied employee is a contented and happy human being. A highly satisfied
worker
has better physical and mental well-being. The study tries to evaluate how human
resource
factors affect the satisfaction level of employees in BPCL – Kochi Refinery Limited. It
assesses
how far welfare and financial factors motivate the employees in the company. The
study also
attempts to analyze the opinion of employees towards the working life in the company.

Job satisfaction is one of the important factors which have drawn attention of managers in the
organization as well as academicians. Various studies have been conducted to find out
the
factors which determine job satisfaction and the way it influences productivity in the
organization. Though there is no conclusive evidence that job satisfaction affects
productivity
directly since productivity depends on so many variables, it is still a prime concern
for
managers. Job satisfaction is the mental feeling of favorableness which an individual has
about
his job. It is often said that “A happy employee is a productive employee.” Job
satisfaction is
very important because most of the people spend a major portion of their life at their
working
place. Moreover, job satisfaction has its impact on the general life of the employees
also,
because a satisfied employee is a contented and happy human being. A highly satisfied
worker
has better physical and mental well-being. The study tries to evaluate how human
resource
factors affect the satisfaction level of employees in BPCL – Kochi Refinery Limited. It
assesses
how far welfare and financial factors motivate the employees in the company. The
study also
attempts to analyze the opinion of employees towards the working life in the company.

Job satisfaction is one of the important factors which have drawn attention of managers in the
organization as well as academicians. Various studies have been conducted to find out
the
factors which determine job satisfaction and the way it influences productivity in the
organization. Though there is no conclusive evidence that job satisfaction affects
productivity
directly since productivity depends on so many variables, it is still a prime concern
for
managers. Job satisfaction is the mental feeling of favorableness which an individual has
about
his job. It is often said that “A happy employee is a productive employee.” Job
satisfaction is
very important because most of the people spend a major portion of their life at their
working
place. Moreover, job satisfaction has its impact on the general life of the employees
also,
because a satisfied employee is a contented and happy human being. A highly satisfied
worker
has better physical and mental well-being. The study tries to evaluate how human
resource
factors affect the satisfaction level of employees in BPCL – Kochi Refinery Limited. It
assesses
how far welfare and financial factors motivate the employees in the company. The
study also
attempts to analyze the opinion of employees towards the working life in the company.
Bullock (1952) defined job satisfaction as an attitude, which results from balancing and
summation of many specific likes dislikes experienced in connection with the job. Smith
(1955) defined to job satisfaction as the employee’s judgment of how well his job on whole is
satisfying his various needs.
Locke (1969) defines job satisfaction as the pleasurable or positive emotional state revolving
from the appraisal of one’s job or job expiries
According to Vroom, “job satisfaction is the reaction of the workers against the role they
play in their work.” “job satisfaction as a general attitude of the workers constituted by their
approach towards the wages, working conditions, control, promotion related with job, social
relations in the work, recognition of talent and some similar variables personal
characteristics, and group relations apart from the work life”.
Blum& Naylor. “Job satisfaction is the total of the sentiments related with the job conducted.
If the worker perceives that his/her values are realized with in the job, she/he improvises a
positive attitude towards his/her job and acquires job satisfaction”.
 From these definitions, we can define the job satisfaction as the sum of all negative and
positive aspects related to the individual’s salary his/her physical and emotional working
conditions, the authority she/he has the autonomous usage of this authority, the level of
success she/he has maintained and the rewards given due to this success, the social state
maintained in relation with his/her job.
THE IMPORTANCE OF JOB SATISFACTION:
1. The job satisfaction is the condition of establishing an healthy organizational
environment in an organization.
2. Individuals want to maintain statute, high ranks and authority by giving their
capabilities such as knowledge, ability education, health etc
3. The 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.

4. 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.

5. 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, co-workers and supervisors.

6. It is important for organizations to care about their employee’s job satisfaction.

7. It will promote employees organizational commitment when they feel that they are
satisfied with their jobs.
 
DIMENSIONS OF JOB SATISFATION:
There are six dimensions that represent the most important characteristics of a job about
which people have effective responses.
 The work itself: The content of the work itself is a major source of satisfaction. This
means the extent to which the job provides the individual with interesting tasks, opportunities
for learning, and the chance to accept responsibility. Some of the most important ingredients
of job satisfaction include interesting and challenging work and a job that provides status.
 Compensation: Wages and salaries are significant, but a complex and multidimensional
factor in job satisfaction. Money not only helps people attain their basic needs, but also is
instrumental in providing upper level need satisfaction. Employees often consider salary as a
reflection of how management views their contribution to the organization. Fringe benefits
are also important, but they are not as influential.
 Career Growth: Promotional opportunities seem to have a varying effect on the job
satisfaction. This is because promotions take different forms and include a variety of rewards.
 Supervision: Supervision is another moderately important source of job satisfaction. There
are two dimensions of supervisory style that effect on job satisfaction. One is employee
centeredness, which is measured by the degree of which a supervisor takes personal interest
in the welfare of employees. The other dimension is participation or influence, illustrated by
managers who allow their people to participate in decisions that affect their own jobs. This
approach leads to higher job satisfaction. It is proved that a participative environment.
 Coworkers: Friendly, cooperative coworkers are a modest source of job satisfaction the
work group serves as a source of support, comfort, advice, and assistance to the individual. A
good work makes the job more enjoyable. If this factor is not considered with care, then if
may have reverse effects, meaning there by that the people are difficult to get along with.
This will have a negative effect on job satisfaction.
 Work Environment: Work environment and working conditions are factors that have a
modest effect on job satisfaction. If working conditions are good clean, attractive
surroundings, employee, find it easier to carryout their job.

THEORIES OF JOB SATIAFACTION:

There are some theories to describe the job satisfaction.

Fulfillment theory: This theory measures satisfaction in terms of rewarded. A person

receives or the extent to which his needs are satisfied. Further they thought that there is a
direct relationship between job satisfaction and the actual satisfaction of the expected needs.
The main difficult what he feels he should receive at there would be considerable difference
in this approach is that job satisfaction as observed by willing is not only a function of what a
person receives but also what he feels he should receive at there would considerable
difference in the accruals and expectations of persons. Thus job satisfaction can’t be regard as
merely a function of how much a person receives from his job.
 Discrepancy theory: The proponents of this theory argues that satisfaction is the function of
what a person actually receives from his job situation and he thinks he should receive or what
expect to receive. When the actual satisfaction is derived less than expected satisfaction, it
results dissatisfaction. Job satisfaction and dissatisfaction are functions of the perceived
relationship between what one wants from ones job & what one perceives it is offering.
Equity theory: The proponents of this theory are of the viewed that persons satisfaction is
determined by this perceived equity which in turn is determined by his input output balance
compared to his comparison of others input output balance. Input output balance is the
perceived rate of what a person receives from his job relative to what he contributes to the
job. This theory is of the view that both under the over rewards lead to dissatisfaction, while
the under reward causes feeling of unfair treatment over reward leads to feelings guilt and
discomfort.
Two factor theory: This theory was developed by Herzberg, Mnusener, Peterson and
corpwell who identified certain factors as satisfies and dissatisfies. Factors such as
achievement, recognition, responsibility etc, are satisfies, the presence of which causes
satisfaction by their absence however does not result in job satisfaction.
FACTORS INFLUENCING ON JOB SATISFACTION:
Job satisfaction as a by dimensional concept consisting of motivational factors, personal
factors, 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
situational & 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 overall job satisfaction. 
 PERSONAL FACTORS
These sources are include worker’s age, sex, education, marital status and their personal
characteristics, family background, socio economic background etc.

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

SEX: There is as yet no consistence evidence as to whether women more satisfied with their
jobs than men, holding such factors as job and occupational level constant, one might predict
this to be case, considering the generally lower occupational aspiration of women.

 EDUCATIONAL LEVEL: There is a negative relationship between educational level & job
satisfaction. The higher the education the higher reference group which the individual looks
to for guidance to evaluate his job rewards. 

 MARITAL STATUS: There is a relationship between marital status & job satisfaction.
Generally one would assume that that with increasing responsibilities placed on an individual
because of marriage he would value his job little more than an unmarried employee.
 MOTIVATIONAL FACTORS

Motivation of employees is the most important aspect of managing an enterprise. The success
or failure of an enterprise depends mostly on how best the employees working are the
involved and motivated. Among the four essential & factors of production namely men,
machine, material & money.
The most important is men. Motivation of the employee can be sub divide into two groups
1. Extrinsic factors
2. Intrinsic factors.

1. Extrinsic factors:
Extrinsic factors are monetary related factors an employee will have positive feeling.
Extrinsic source of satisfaction are situational & depends on environment such as pay,
promotion or job security.

Salary: Wages and salaries are the multidimensional and complex factors in job satisfaction.
Higher salary should lead to higher job satisfaction and lower salary should lead to lower job
satisfaction. So many studies have found that job satisfaction increased with increase in
wages & salaries.

Job expectation: When an employee joins in an organization he expects something from

job. Job satisfaction of an employee can be based on the fact to what effect his job meets his
expectations. Employee expectations may include about working conditions, work,
colleagues, supervision etc. 
 Comparison of outputs: Persons tend to compare his out comes with the other persons out
comes. The out comes consists of primarily of rewards such as pay, status, promotion and
intrinsic interest in the job. Comparison is mainly with ratio of the inputs or he puts in and
ratio is equal he will be satisfied otherwise the person in an effort to restore equity may after
the inputs or outcomes, cognitively distort the inputs or out comes, leave the field, act on the
other, or change the other.

 Job security: Security is a lower order need which an employee have job security has its
effect on the employee morale. An insecure person’s morale will be low and will have its
effect on the employee morale. Secure person’s will work effectively and have job
satisfaction.

Performance appraisal: As the performance appraisal is linked to promotions, rewards,

feedback it has its effect on the employee satisfaction. If the appraisal is not proper employee
will be dissatisfied.

2. INTRINSIC FACTORS:

Intrinsic factors keeps the employees motivated and make them satisfied from work. The
intrinsic factors are:

Recognition and praise: Human beings are self centered and long for praise. They want to
be recognized and praised for their work. They expect their superiors to recognizer their
efforts and praised rewarded. This will increase their satisfaction and make them more active.
 Autonomy or freedom: Employees desire certain amount of freedom to work. The
autonomy to tale decisions and influences others. If this freedom is absent and it will have its
effect on the job satisfaction. The person, who has maximum of autonomy, will have high
satisfaction. Otherwise it will be low.

Participative management: Participative management has a positive impact on the

employee. Openness of the higher ups towards the employee ideas will keep the employee
morale high and keep him satisfied from the job.

Belongingness: It is the complete identification of employee with the company. He should

regard goals of the company as his own goals. If he has high belonging ness it shows that an
employee satisfied with his job.

Career advancement: Employee desire to in higher position if they perceive that they have
opportunity to grow in their career they will be motivated and show this in their performance.
If the employees feel that they reached to a level of saturation in their career they will be de
motivated and will be dissatisfied.

Achievement : Employees have a need to achieve something worthy and have influence. If
this need is not fulfilled, they will be dissatisfied.

Job signification: It refers to the impact created on the others by one’s contribution. A
feeling of importance is perceived by the employee is the ultimate goal of doing his work in
an excellent manner.

 
 NATURE OF WORK AND JOB DESIGN:

Job variety: It allows the employees to perform different operations requiring different
skills. This will arrest monotony in performing repetitive activity.

job monotony: It refers to the identity that an employee has his contribution after
performing a complete piece of work.

Challenging: Employees perceive to have a challenging work in an organization and this will
his develop a active state and will be satisfied with his job.

Contribution to groups: Employees derive satisfaction by knowing how his work affects
the groups and how far he can influence his group.

Feedback: Feedback refers to information that tells employees how well they are
performing. It satisfies the inner urge of people wanting to know they are performing on the
assigned work.

Contribution to society: Employees derive satisfaction by knowing how worth full and
meaningful is his work and how his work able to contribution to society.

Consequences of satisfactions:
 High job satisfaction may lead to improve productivity, increased turnover, improved
attendance, reduced accidents, less job stress and lower unionization.

Job Satisfaction And Employee Turn Over: High employee turnover is of concern for
employers because it disrupts normal operations, causes morale problems for those who stick
on, and increases the cost involved in selecting and training replacement. The employer does
whatever possible to minimize turnover, making the employees feel satisfied on their jobs,
being one such. In four major reviews of the relationship between satisfaction and turnover
had been demonstrated that workers who have relatively low levels of job. Employee
perceive that intrinsic and extrinsic rewards (example: play) distributed equally. Inequitable
distribution fails to convince the employees close correlation between hard work and
rewards.

Job satisfaction and performance: The most accurate statement is that the high
performance contributes to high job satisfaction. A better performance typically lead to
higher economic, sociology and psychological rewards in proportion to their performance.
On the other hand, if rewards are seen as inadequate for the level of satisfaction leads to
either greater or leaser commitment, which then affect effort and eventually affects
performance again. The result is a continuously operating performance satisfaction-effort
loop. Alternatively, a different scenario emerges if performance is low. Employees might not
receive the rewards they are hoping for the dissatisfaction are the most likely to quit their jobs
and that organizational units with the lowest average satisfaction levels tend to have the
highest rates.

Job satisfaction and Absenteeism: Job satisfaction will Correlation of satisfaction to

absenteeism is also proved conclusively. Workers who are dissatisfied are more likely to take
“mental health” days i.e. days off not due to illness or personal business. Simply stated,
absenteeism is high when satisfaction is low. As in turnover, absenteeism is subject to
modification by certain factors. The degree to which people feel their jobs are important has a
moderating influence on their absence. Employee who feels that this work is important tend
to clock in regular attendance. Besides, it is important to remember that while not necessarily
result in low absenteeism, low satisfaction is likely to bring high absenteeism.

Job satisfaction and Safety: Poor safety practices are a negative consequence of low
satisfaction level. When people are discouraged about their jobs, company and supervisors,
they are more liable to experience accidents. An underlying reason for such accidents is that
discouragement may take one’s attention away from the task at hand. In attention leads
directly to accidents.

Job satisfaction and job stress: Job stress is the body’s response to any job-oriented factor
that threatens to disturb the person’s equilibrium. In the process of experiencing stress, the
employee’s inner stage changes. Prolonged stress can cause the employee serious ailment
such as heart diseases, ulcer, blurred vision, lower back pain, dermitis and muscle aches.
Chronic job satisfaction is a powerful source of job stress. The employee may see no
satisfactory short-term solution to escape this type of stress. An employee may trap in a
dissatisfyingjob may withdraw by such means as high absenteeism and tardiness or employee
may quit.
 Job Satisfaction and Unionization: It is proved that job satisfaction is a major cause for
unionization. Dissatisfaction with wages, job security, fringe benefits, chances for promotion
and treatment by supervisors are reasons make employees join unions. Another dimension is
that dissatisfaction can have not impact on the tendency to take action with in the union, such
filing grievances or striking.

Other Effects of Satisfaction: In addition to the above it has been claimed that satisfied
employees tend to have better mental and physical health and learn new job-related tasks
more quickly.

Sources Of job Satisfaction:

Several job elements contribute to job satisfaction. The most important amongst them are
wage-structure, nature work, promotion chances, and quality of supervision, workgroup and
work condition.

Wages: Wages play an important role on influencing the job satisfaction. This is because of
mainly two reasons:
 Money is an important instrument in fulfilling one’s needs.
 Employees often see pay a reflection on management’s concern

 Nature of work: Most of the employees have intellectual challenges on job. But too many
challenges create frustration and a feeling of failure under condition of moderate challenge,
employee’s experience, pleasure and satisfaction. 

Promotions: Promotional opportunities affect job satisfaction considerably. The desire for
promotion is generally strong among employees, as it involves change in job content pays,
responsibility, independence, status and the like.

Supervision: There is positive relation between the quality of supervision and job
satisfaction. Supervision acts maintaining satisfaction:
 Maintain open lines of communication.
 Crate a good physical environment.
 Remedy standard conditions.
 Transfer discontented employees.
 Change the perception of dissatisfied employees.
 Display concerned employees.
 Give ample recognition.
 Conduct morale building management.
 Practice good management.

Measuring Job Satisfaction: Also called survey of morale, opinion, attitude, climate, or
quality of work life. Management conducts job satisfaction survey in order to get information
for making sound decisions. A job satisfaction survey is a procedure by which employees
report their feelings towards their job and work environment. The responses are then
combined and analysed. Various ways of measuring job satisfaction are available. 

 Rating scales: The most common approach for measuring job satisfaction is the use of
rating scales. These scales fall in two categories. One is called tailor-made standardized
scales, which before their use, have been developed to establish group norms on scales to
ensure the reliability and validity of the measuring instruments. Mostly, using method is
“Tailor – made scales”.

Critical incidents: It was developed by HERTBERG and his associates in their research on
the two-factor theory of motivation. The employees were asked to describe incidents on their
job particularly satisfied. These incidents were then content analysed in determining which
aspects closely related to positive and negative attitudes.

Interviews: Personal interviews are yet another method for measuring job satisfaction.
Employees are individually and the responses reveal their satisfaction or dissatisfaction.

Action tendencies: The represents the inclinations. People have to avoid or approach certain
things by gathering information about how they feel like action with respect to their jobs. The
job satisfaction can be measured.

Benefits Of Job Satisfactions:

These indicate the general level of satisfaction

 Improved communication.
 Improved attitudes.
 It helps to discover the cause of indirect productivity problems, such as absenteeism,
turnover and poor quality of work
 They help management to assess training needs.
 It is used as an indicator of the effectiveness of organizational reward systems.
 It is used in the evaluation of the impact of organizational changes on employee
attitudes.
 Spirit of co-operation and mutual respect, etc. Satisfaction And Management
Implications: Job satisfaction has behavioural implications. Particularly manager must
be clear that:
 Employee dissatisfaction is most frequently caused by what is perceived to be low
pay and boring work.
 Employee’s dissatisfaction is largely influenced by their feelings of inequity.
 Individual satisfaction or dissatisfaction is more important than overall satisfaction
or dissatisfaction of the employees.
 It has impact on employee turnover, absenteeism and unionization.
 CHAPTER -2
Research design

STATEMENT OF THE PROBLEM:

Employee are the central forces of an industry and only with their efficiency, an organisation
can move into success only with a group of satisfied employees the company can lead into
success. Foe employee satisfaction the company must provide adequate welfare measure by
conducting a job satisfaction survey we can analyse whether the employees are satisfied or
not and also whether they are motivated by the general, welfare, financial and other related
factor.

NEED FOR THE STUDY:

Obviously, job satisfaction plays a key role in organizations success. Without employee
satisfaction towards their jobs none of the employee will perform well and it is very difficult
to reach the organizational goals and objectives. Hence, job satisfaction helps to yield
maximum output (performance) from the employees. So that this study is undertaken to
measure satisfaction level of employees towards their jobs in RTPP.

SCOPE OF THE STUDY:

The scope of this study is clear as we analyze the needs of the employees to enrich their
morale and creating a friendly atmosphere which also enriches their work life, can also be a
possible scope. As we identify, analyze and satisfy their expectations, a good and a healthy
environment can be create vis-à-vis, can loyal and dedicated workforce to develop the
organization.

OBJECTIVES OF THE STUDY:

 To measure the level of employee satisfaction towards their jobs.
 To study the various factors determining job satisfaction of the employee.
 To study the impact of job satisfaction on the overall growth of employees as well as
the organization.
 To make necessary recommendation for increasing the satisfaction levels of
employee, if any

LIMITATIONS OF THE STUDY:-

 The study here is limited only to the HR and TECHNICSAL Dept of RTP
 The suggestions given in the study may not be applicable to entire organization.
 Due to the busy work schedule of the employees chances are there that response to the
questionnaires may be with lack of full concentration.
 Insufficient time lead to inadequate focus in all section.

RESEARCH METHODOLOGY
Research is thus, an original contribution to the existing stock of knowledge making for its
advancement. It Is the pursuit of truth with the help of study, observations. Comparison and
experiment. In short, the search for knowledge through objective and systematic method of
generalization and the formulation of a theory is also theory is also research. A team
‘research’ refers to the systematic method of consisting for enunciating the problem,
formulating a hypothesis, collecting the facts or data. Analyzing the facts or data, analyzing
the facts and reaching certain conclusions either in the form of solutions toward the
concerned problems or in certain generalization for some theoretical formulation. Research
Instument : The instrument used in this study is a structured questionnaire. A questionnaire is
a sheet or sheets of paper containing questions relating to certain specific, regarding which
the researcher collects the data. The questionnaire is given to the information or respondents
to be filled in up.

RESEARCH DESIGN:
o Will visit the students across university and will gather the information required as
per the questionnaire
o Some questionnaire will be filled by students online as the link of questionnaire will
be send to them research design
o The research design is probability research design and is descriptive research which
wil be quantitative in nature.

Data Collection :

Data refers to information or facts. Often researchers understand by data as only numerical
figure. It also includes descriptive facts, on numerical information, quantitative and
quantitative information. Collective of data is an important stage in research. In fact the
quality of the data collected determine the quantity of the research. Collection of data is done
by 2 methods.
1. Primary data collection.
2. Secondary data collection.

1.Primary data collection:

Primary data is also known as the data collected for the first time through the field survey.
Such data are collected with specific set of objectives to asses the current of any variable
studied. Interviews Questionnaires.

2.Secondary data collection:

The secondary data, which is needed for my study was collected from the company’s
database. Convenience sampling: The sampling which along the researcher to carry out his
research based on his convenience and respondents availability of constraints. The research
sampling studies every respondent response according to time, place and situation. This
sampling provides ease of doing his research.

Sampling procedure :
 The technique to be used in selecting the items for the sample. This technique or procedure
stands for the sample design itself.

Sample size: It refers to the number of items to the selected from the universe to constitute a
sample.

Sample size: 100

Sampling unit:
It may be a geographical such as state, districts, village etc or a construction unit such as
House, Flat etc or it may be social unit such as family, club, school etc or it may be an
individual.

Statistical Tools : The various technique applied in the case of analysis are listed and are as
follows : Simple Percentage Method Weighted Average Method Chi-square Test Population
Size: All items in any field of enquiry constitute a universe or population.

Sample design: It is a definite plan for obtaining a sample from a given population. It refers
to the technique of the procedure the researcher would adopt in selecting items for the
sample.

REVIEW AND LITERATURE

Job satisfaction represents a combination of positive or negative feelings that workers have
towards their work. Meanwhile, when a worker employed in a business organization, brings
with it the needs, desires and experiences which determinates expectations that he has
dismissed. Job satisfaction represents the extent to which expectations are and match the real
awards. Job satisfaction is closely linked to that individual's behaviour in the work place
(Davis et al.,1985).

C.J. Cranny, Patricia Cain Smith, Eugene F. Stone (1992) reveals perceiving future
opportunity can actually be more motivating than actually receiving a raise, getting promoted,
or being given additional responsibilities.

Job satisfaction is a worker’s sense of achievement and success on the job. It is generally
perceived to be directly linked to productivity as well as to personal well-being. Job
satisfaction implies doing a job one enjoys, doing it well and being rewarded for one’s
efforts. Job satisfaction further implies enthusiasm and happiness with one’s work. Job
satisfaction is the key ingredient that leads to recognition, income, promotion, and the
achievement of other goals that lead to a feeling of fulfilment (Kaliski,2007).

Job satisfaction can be defined also as the extent to which a worker is content with the
rewards he or she gets out of his or her job, particularly in terms of intrinsic motivation (Statt,
2004).

The term job satisfactions refers to the attituded and feelings people have about their work.
Positive and favourable attitudes towards the job indicate job satisfaction. Negative and
unfavourable attitudes towards the job indicate job dissatisfaction (Armstrong, 2006).
 Job satisfaction is the collection of feeling and beliefs that people have about their current
job. People’s levels of degrees of job satisfaction can range from extreme satisfaction to
extreme dissatisfaction. In addition to having attitudes about their jobs as a whole. People
also can have attitudes about various aspects of their jobs such as the kind of work they do,
their co-workers, supervisors or subordinates and their pay (George et al., 2008).

Job satisfaction is a complex and multifaceted concept which can mean different things to
different people. Job satisfaction is usually linked with motivation, but the nature of this
relationship is not clear. Satisfaction is not the same as motivation. Job satisfaction is more of
an attitude, an internal state. It could, for example, be associated with a personal feeling of
achievement, either quantitative or qualitative (Mullins, 2005).

We consider that job satisfaction represents a feeling that appears as a result of the perception
that the job enables the material and psychological needs (Aziri, 2008).

Xiang, Zhou and Chowdhury (2004) developed a PDA based in-house meal ordering
system for restaurant named iMenu. It is one of the first systems that introduced PDA-
based ordering in restaurant industry. The developers used .NET platform for
developing the system.

Patel, Patel and Obersnel (2007) discussed about implementation of PDA-based

ordering. The proposed system by Patel, Patel and Obersnel (2007) was a web-based
stand-alone wireless application. Connectivity between client and server is continuous
in two-tiered web-based client-server architecture. Customers in restaurant can order
through PDAs. Hence, the bill of foods can be generated and paid within a short time.

Hongzhen, Bin and Wenlin (2009) developed a web service and wireless system
which can be used through desktop and personal digital assistant (PDA). In this
system, the access of data to the servers can be wired and wireless. The food ordering
functions served through both desktop computers and PDAs over a wired/wireless
integrated local area network. These PDAs were used to see menus and make orders.
After the customer made orders through PDA, the manager can see the orders through
computer. They implemented the system using .NET and C#.

In contrast to this, McPhail et al (2015) have defined that the Australian adult population is
categorized as the most educated people. It has been defined within OECD. This includes the
set of the regions named as Iceland, Germany, Norway, Denmark, and the Netherlands. The
level of achievement is not defined without including the pitfalls over the increase in
performance. This affects the level of job satisfaction among the employees working in
different sectors of the Australian organization. This also affects the overall economic growth
of the country. Job satisfaction is important for determining the well-being of people within
the labor market of Australia.

Kenny et al (2016) have evaluated six different measures of workplace and job satisfaction.
This helps in investigating the relationship between job satisfaction and education in
Australia. It helps in increasing the potential among the employees and produces biased
results. An Australian focus is mainly over the commonwealth government. It has gained
control over both legislative houses in the 2004 election. On gaining both houses, the
government had introduced wide-sweeping reforms over the workplace relation system of
Australia. Concerning this, an act was passed Conciliation and Arbitration Act in 1904. The
motive of introducing this act was to suggest the reforms. These reforms helped in defining
the requirement level of flexibility in workplace relations. 

On opposing to the above-discussed fact, Alotaibi (2016) suggested that employees need to
be provided prospective services as they have the power to mobilize the employers. To deal
effectively with the upcoming situation, it has been defined as useful to demonstrate the pre-
reform snapshot. This snapshot is related to the job satisfaction situation faced among the
employees. The level of job satisfaction depends on the type of employment provided to the
employees of various sectors.

Wilson (2015) has found that the level of job satisfaction depends on the personal and
organizational variables. In which personal variables are defined as the set of the activities
and roles defined by individual aspects. An organizational variable is defined as the way of
overcoming the unstable or varying conditions identified in an organization. In addition to
this, organizational development and policies of benefits and compensation also affect the
overall job satisfaction defined in Australian Organizations.

On agreeing to the above information and data Al Maqbali (2015), in Australia, it has been
found that the long-term level of job satisfaction requires careful planning. This planning
needs to be supported by workers and management of an organization. On continuing this,
managers are encouraged and motivated to implement the set of various motivational
theories. These motivational theories include Maslow’s (1943) and Herzberg’s (1957). These
theories create good combination factors. It helps in contributing to stimulating, supportive,
rewarding, and challenging working environment. On combining these factors, job
satisfaction is a combination of events and situations experienced by people within their jobs.

As per the views of (Marchand and Peckham (2017), job satisfaction within Australia has
been achieved by defining a happy workplace. It is a place where people feel motivated and
relaxed. It helps in increasing productivity among the people. It reduces the dedication of
human resources in solving the grievances of the workplace. The increases in happiness and
satisfaction among employees have established the number of a positive relationship with
business performance. The higher level of job satisfaction among the employees decreases
the staff turnover and absenteeism in an organization.

Dall’Ora (2016) analyzed that the success and growth of an organization are directly
proportional to the job satisfaction of an employee. It has been defined that the business that
excels employer satisfaction faces the decrease in overall turnover rate by 50%. This
decreases the overall development and growth of an organization. In addition to this
Tahghighi et al (2017) have defined that more satisfied workers, stimulate positive actions.
This helps in improving the company identification of variables. It affects the level of
employee satisfaction. In addition to this, job satisfaction has been also affected by customer
loyalty in direct and indirect ways. The value of the type of services received by customers
contributes to defining customer satisfaction.

Atif et al (2015) researched Australian doctors. It aimed to identify the level of satisfaction
among doctors. The results were defined by the longitudinal survey of doctors named as
MABEL. The aim of conducting the survey was to compare the determinants of job
satisfaction among four groups of a doctor. It included specialists, non-specialists oh hospital,
training specialists, and general practitioners. For data collection, a national cross-sectional
survey was done. It showed that 87% of doctors were moderately satisfied with their jobs.

As per Tessier (2016), the new HLDA survey has revealed the level of job satisfaction among
the Australian workers. Based on which it has been found that only 40 % of Australian
workers or employees possess a higher level of job satisfaction. Among which 36% of
workers have been found to balance work and non-work commitments in terms of flexibility.
The remaining of 26% of workers is found to be unsatisfied with their jobs. On analyzing the
views of Ramkissoon and Mavondo (2015) it has been found there are various components
which affect the overall level of job satisfaction. Among which the components included are
job payment and working hours. This factor attracts the highest level of customer satisfaction.
As per the analysis of report about 30% of workers are defined to be unsatisfied or not
satisfied with the working hours and total wages.

According to the survey done in Australia, Johnston (2016) have evaluated that the youngest
and oldest working generations of working have a higher level of job satisfaction. it is 33% of
people being highly satisfied with their jobs. In comparison to this, the level of satisfaction
among the young generation is 24% and the level of satisfaction among the old generation is
28%. In contrast to this, Alfayad and Arif (2017) found that the level of job satisfaction
defined based on occupation has been determined. It has been estimated that workers having
mid-skills concerning their occupation are highly satisfied with their jobs. It has been
calculated to be 38% of high-level satisfaction.

Paul E. Spector (1997) summarizes the finding concerning how people feel towards work,
including cultural and gender differences in job satisfaction and personal and organisational
causes: and potential consequences of job satisfaction and dissatisfaction. He provides with a
pithy overview of the application, assessment, causes and consequences of job satisfaction.

Sophie Rowan (2008) reveal show to create a happier work life, without changing career. She
provides practical and realistic guidance on how one can achieve optimal job satisfaction and
overcome the obstacles that makes of us unhappy at work.

In addition to this Sinclair (2017) defined that occupation-based over personal care service
workers and community have a higher level of job satisfaction. These sectors include workers
from aged care sectors, childcare sectors, emergency services, travel workers and other
sectors. It has been evaluated that 35% of these workers are highly satisfied with their jobs
and 32% of workers belonging to administrative and clerical sectors are satisfied with their
jobs. According to this, the level of job satisfaction in food services and accommodation
sector is regulated. It has been found that 26% of workers are unsatisfied with their job. This
sector includes workers working as part-time in restaurants; take away food services, bars,
and cafes. In addition to this, it has been found that 26% of workers are highly satisfied, 52%
of workers are satisfied with their job, 19% of workers are moderately satisfied, and 3% of
workers are not satisfied with their job.
Paul E. Spector (1997)
summarizes the findings
concerning how people feel
towards work,
including: cultural and
gender differences in job
satisfaction and personal and
organizational
causes; and potential
consequences of job
satisfaction and
dissatisfaction. He provides
with a
pithy overview of the
application, assessment, causes
and consequences of job
satisfaction.
Sophie Rowan (2008) reveals
how to create a happier work
life, without changing career.
She
provides practical and
realistic guidance on how
one can achieve optimal job
satisfaction and
overcome the obstacles that
make so many of us unhappy
at work.
 CHAPTER -3
INDUSTRY PROFILE

Concept Introduction
With the coming of the 21st century, we have entered an “e” generation era. The Internet
has generated a tremendous level of excitement through its involvement with all kinds of
businesses starting from e-Commerce, eBusiness, eCRM, eSupply Chain, eMarketplace,
ePayment, eEntertainment, eTicketing, eLearning, to eCitizenor eGovernement. The Internet
has been widely used in many sales and marketing activities, from the collection of valuable
data to the dissemination of information to different stakeholders, for example, information
retrieval, product communication, sales tool, distribution channel, and as a customer support
tool (Singh, Jayashankar and Singh 2001; Calles 2000; Sandberg 1998; Peterson,
Balasubramanian and Bronnenberg 1997). The Internet has opened a window of opportunity
to almost anyone because of its ability to make viable -the conduct of business in cyberspace,
or by connecting people worldwide without geographical limitations. Consumers can order
goods and services virtually anywhere, 24 hours a day; 7 days a week without worrying about
store hours, time zones, or traffic jams. The Internet has also provided new opportunities for
marketers by offering them innovative ways to promote, communicate, and distribute
products and information to their target consumers.
E-commerce has grown phenomenally in the past decade for a variety of reasons including
changes in consumer lifestyles, technological advancements, increases in consumer income
and education, and rapid financial development throughout the world. The use of the Internet
as a shopping or purchasing vehicle has been growing at an impressive rate throughout the
last decade. The tremendous growth of online sales and the unique functions of the Internet
have drawn a great deal of attention from many companies rushing in to set up businesses
over the Internet without knowing what factors actually motivate consumers to buy products
or services online.
Many marketers agree that Internet marketing will definitely increase customer spending and
loyalty to both online and offline products if it is executed properly.
This is due largely to the Internet’s significant advantage of two-way communication and its
ability to transmit information quickly and inexpensively when compared to other traditional
mass media using solely one-way communication (Warrington, Abram& Caldwell 2000;
Waldo 2000). The simultaneous and rapid rate of consumer adoption of personal computers
and network systems have encouraged and pressured marketers to provide Internet retailing
sites. Some researchers in fact predict that the need for physical stores could be eliminated in
roughly four decades and replaced with electronic retailing (Cope 1996).
While many marketers acknowledge the importance of using the Internet in their marketing
mixes, only a handful of researchers have studied what factors encourage or discourage
consumers when buying products or services online. Despite the increasing popularity of the
Internet, most knowledge of Internet marketing is based on anecdotes and experiential
evidence from television, radio, popular press or magazines
In summary, the benefits of using the Internet in marketing are enormous as they offer a
huge opportunity for marketers to create innovative activities that have not previously been
viable. However, marketers need to develop an insightful understanding of consumer
behaviour when purchasing products online. This information will help marketing managers
to plan their marketing mixes and offers to better meet customer’s requirements. By doing so,
companies will establish, maintain or increase customer satisfaction, build strong brand
loyalty and ultimately, provide consumers with a solid rationale for continuing to buy the
same brand. This study is thus significant as it is a preliminary attempt to identify factors and
their relative strength in influencing consumer decision making when buying health foods
online. The research problem and objectives of this study are addressed next.
Background to the study
Online food ordering system is a system to manage the business. The main point of
developing this system is to help the customers to manage the business and help customers
through online ordering and lunch reservation. The project is being developed because of the
long queues that will be in the restaurant during lunch or dinner hours, one for purchasing
tickets and one for collecting food.
With the new system, the customers would be able to order their food from the comfort of
their offices, classrooms, hostels and anywhere outside the school campus without queuing.
The system will cater for the disadvantages of the traditional method which is currently in
place.

Problem of the study

Online food ordering

Services are websites that feature interactive menus allowing customers to place orders with
local restaurants and food cooperatives. Much like ordering consumer goods online, many of
these allow customers to keep accounts with them in order to make frequent ordering
convenient. A customer will search for a favourite restaurant, choose from available items,
and choose delivery or pick-up. Payment can be amongst others by credit card or cash, with
the restaurant returning a percentage to the online food company. Online food ordering
services are websites that feature interactive menus allowing customers to place orders with
local restaurants and food co-operatives. Much like ordering consumer goods online many of
these allow customers to keep accounts with them in order to make frequent ordering
convenient. A customer will search for a favourite restaurant chooses from To Study the
Customer Perceptions of Electronic Food Ordering 5 available items, and choose delivery or
pick-up. Payment amongst others by credit card or cash with the restaurant returning a
percentage to the online food company. While-commerce has been around for over a decade
closing the gap between food and the internet has taken longer. The first restaurants to adopt
online food ordering services were corporate franchises such as Domino’s and Papa John’s.
Online food ordering could be called the response of the internet to the desire for
delivery food. It is a growing trend especially in urban areas and on college campuses that
allows people to order from restaurants featuring interactive menus, by use of their internet
connection. In many cases handle complicated web pages can be used to make orders, though
a lot of people rely on a desktop or laptop computer for this. ‘Ordering form grocery stores to
stock the kitchen, instead of placing onetime orders with a restaurant. There are several ways
in which online food ordering from a restaurant may occur. A restaurant can have its website
with easy features for placing an order for pick up or delivery. Some add a third option of
being able to make reservation. Instead of calling for a delivery, people just access the
internet to the restaurant site and make their order
Food diversity in India is an implicit characteristic of India’s diversified culture consisting of
different regions and states within. Traditionally, Indians like to have Home-cooked meals –
a concept supported religiously as well as individually.
However, with times due to increasing awareness and influence of western culture, there is a
slight shift in food consumption patterns among urban Indian families. It started with eating
outside and moved on to accepting a wide variety of delicacies from world-over.
Liberalization of the Indian economy in the early 1990s and the subsequent entry of new
players set a significant change in lifestyles and the food tastes of Indian.
Fast food is one which gained acceptance of Indian palate after the multinational fast-food
players adapted the basic Indian food requirements viz. vegetarian meals and selected non-
vegetarian options excluding beef and pork totally from their menu.
Multinational fastfood outlets initially faced protests and non-acceptance from Indian
consumers. This was due to primary perception that these fastfood players serve only chicken
and do not serve vegetarian meals. Perceived expensive besides being out-of-way meals in
Indian culture. Today, fast food industry is getting adapted to Indian food requirements and is
growing in India.
Gaining acceptance primarily from Indian youth and younger generations and is becoming
part of life. Keeping in view the Indian habits and changing preferences towards food
consumption, this study has its focus to understand the factors affecting the perception of
Indian youth, in the age group of 20-30 years, towards consumption of fast food as well as
towards making choice of fast-food outlets. Advantages for Electronic Ordering There are
advantages for both the customer and for the restaurants who participate
Advantages for Electronic Ordering
There are advantages for both the customer and for the restaurants who participate in online
ordering. First, a customer can order at will when they have time to. Also, the customer is
able to customize their order the way they like it without errors in communication between
the customer and the person taking the order. In addition to customer advantages, the
restaurant is able to take more orders with less staff. The restaurant does not need a waiter or
hostess to be on the phone to take the order. The order can go straight to the kitchen.
Disadvantage for Electronic Ordering
Customers are not able to ask about quality of food or ask for any specialized diet foods. It is
more difficult to ask for gluten free or allergy free foods with online ordering. Also, it is more
possible for a customer to place an order, but never pick up the order which can lead to waste
of food and possibly a loss of profits.
The online nourishment requesting framework gives accommodation to the clients. It defeats
the detriments of the customary lining framework. This framework expands the takeaway of
sustenance than guests. Along these lines, this framework upgrades the speed and
institutionalization of taking the request from the client. It gives a superior correspondence
stage. the client’s points of interest are noted electronically.

The online sustenance requesting framework set up menu on the web and the clients
effortlessly put in the request with a basic mouse click. Likewise with a nourishment menu
online you can without much of a stretch track the requests, keep up client’s database and
enhance your sustenance conveyance benefit. This framework enables the client to choose the
coveted sustenance things from the shower menu. The client arranges the sustenance things.
The installment can be made on the web or pay-on-conveyance framework. The client’s
subtle elements are kept up private since it keeps up a different record for every client. An id
and secret key are accommodated every client. In this way, it gives a more secured
requesting.

Existing System:

In an existing framework for giving any requests, clients should visit inns or eateries to think
about sustenance things and they give request and pay progress. In this technique, time and
manual work are required. Keeping up basic data in the records and manuals are loaded with
hazard and a dull procedure.

Proposed System:

This online application empowers the end clients to enroll on the web, select the sustenance
from the e-menu card, read the E-menu card and request nourishment on the web. By simply
choosing the sustenance that the client needs to have. The outcomes in the wake of choosing
the nourishment from the E-menu card will straightforwardly show up in the screen close to
the Chef who will cook the sustenance for you. By utilizing this application crafted by the
Waiter is diminished and we can likewise say that the work is invalidated. The advantage of
this is if there is a surge in the Restaurant at that point there will be chances that the servers
will be inaccessible and the clients can straightforwardly arrange the sustenance to the
gourmet specialist online by utilizing this application. The client will be given a username
and a watchword to log in.

Modules:
A. Head module
B. Client Module
C. Director Module
D. Supper convey module

Head module
This module is utilized to make usernames and passwords by the administrator. The
administrator can see all the data about the client or erase or alter all insights about the
director and client.

Customer Module
The functionality gave:

 View item’s rundown

 Register
 Place order

Manager Module

 Create item classes and functionalities,

 Edit/erase item classes and portrayals,
 View and oversee requests and deals report,

Meal delivery module

 Functionalities gave
 View pending requests and conveyance points of interest
 Confirm arrange conveyance

Purpose

The main purpose is to depict the features of OSS (Online Shopping System). It serves in two
ways: Firstly, it serves as a guide for the developers. Secondly, it acts as a validation document for
a prospective client. OSS is a web application that intends to provide a complete solution to the
vendors as well as to the customers using the Internet. It enables vendors to setup online shops.
Also allows customers to browse through the shop and without physical shopping, they can
purchase online. The administrator module enables system administrator to reject and approve
requests and by category maintain lists of the shop.

Key players in online food delivery industry

 ZOMATO
 SWIGGY
 UBER EATS
 FOOD ANDA
 PIZZA HUT

Chapter -5

CONCLUSION
The consumers perception on line food ordering varies from individuals to individual and the
perception is limited to a certain extent with the availability of the proper connectivity and
the exposure to the online food services the perception of the consumer varies according to
various similarities and differences based on their personal opinions.

The study highlights the facts that youngsters are mostly poised to use online food ordering
services. The study also reveals that the price of the products, discounts and special offers
have the most influences factors is the conveniences; the next most influencing factor is on
time delivery.

The study highlights that respondents often prefer to order on weekly basis, the type of meals
which were mainly preferred to order was the dinner followed by snacks. The study also
revealed that a major proportion of respondents uses either Zomato or uber eats to order their
food online . it was also observed that a less percentage of respondents were inclined towards
the use of swiggy and food panda.

In the nutshell, through this study , it is found that majority of students of Bangalore region
are well aware of the online food ordering and mostly all of them have used online food
ordering services which indicates the growing popularity of the online food ordering within
the youngsters. Transformation in the trends of food ordering is occurring because of the
changing lifestyle of the customer in India and expansion in online activity in sector
including online food ordering.

CHAPTER-6

ANNEXURE

QUESTIONNAIRE FOR CUSTOMER