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What does the term Satisfaction imply to an employee? It implies nothing else than the feeling of either being contended or non-contended on using a product. Employee Satisfaction is a prerequisite for the customer satisfaction. Enhanced employee satisfaction leads to higher level of employee retention. A stable and committed workforce ensures successful knowledge transfer, sharing, and creation --- a key to continuous improvement, innovation, and knowledge-based total customer satisfaction. When companies are committed with providing high quality products and services; when companies set high work standards for their employees; and when employees are empowered through training and development, provided with knowledge and information, permitted to make mistakes without punishment, and trusted; they will experience an increase in their level of satisfaction at work. This level of satisfaction can be enhanced further if teamwork and visionary leadership are introduced. Continuous improvement comes from the efforts of the empowered employees motivated by visionary leadership. This is supported by the findings that empowerment and visionary leadership both have significant correlation with employee satisfaction. Teamwork is also supported by the findings. In addition, the study found significant correlation between employee satisfaction and employees intention to leave. The success of a corporation depends very much on customer satisfaction. A high level of customer service leads to customer retention, thus offering growth and profit opportunities to the organization. There is a strong relationship between customer satisfaction and employee satisfaction. Satisfied employees are more likely to stay with company and become committed and have more likely to be motivated to provide high level of customer service, by doing so will also further enhance the employees satisfaction through feeling of achievement. Enhanced employee satisfaction leads to improved employee retention; and employee stability ensures the successful implementation of continuous improvement and customer satisfaction. Customer satisfaction will no doubt lead to corporate success and greater job security. These will further enhance employee satisfaction. Therefore, employee satisfaction is a prerequisite for customer satisfaction.

Employee Satisfaction Measurement

Employee satisfaction has been defined as a function of perceived performance and expectations. It is a persons feeling of pleasure or disappointment resulting from comparing a products outcome to his/her expectations. If the performance (Company Services) falls short of expectations, the employee is dissatisfied and if it matches the expectations, the employee is satisfied. A high satisfaction implies more purchase/use of the product or service. The process is however, more complicated then it appears. It is more important for any organization to offer high satisfaction, as it reflects high loyalty and it will not lead to switching over once a better offer comes in.

Tools for tracking and measuring customer satisfaction:

1. Complaint and Suggestion System: Employee can freely deliver complaints and suggestions through facilities like suggestion box, personal meetings with seniors etc. 2. Lost Employee Analysis: The exit interviews are conducted or employee loss rate is computed. 3. Employee Satisfaction Survey: Periodic surveys by use of questionnaire or telephone calls to random sample of recent buyer help to find out customer satisfaction and relate to repurchase intention and word of mouth score.

Technique To uncover the important attributes which determine the satisfaction level of the employee with respect to the various services catered by the company, a non-structured in-depth interview of employee selected by convenience is carried out. Then a list of attributes is finalized keeping in mind that an attribute once selected is not repeated on being encountered for the second time. Data Collection and Analysis
Exhaustive list of the entire employee is obtained. A sample size of 30 is chosen to be representative of the population (nearly 90%). Samples drawn are used to collect data pertaining to employees satisfaction as well as importance towards the 32 attributes listed. The results are then categorized on the basis of:

Job Satisfaction Career advancement Information flow Recognition/Reward/Advancement Training/Mentoring Super visor/Teamwork/Colleagues Workload/Resources


1 2 2 1 1




35 30


(40/30) = 1.33

Survey Purpose The purpose of the survey was to: Measure employee perceptions of the work environment Identify job satisfaction levels Identify areas of strength and opportunities for improvement The survey will help to identify specific actions to improve the organizations capacity to pursue its strategic goals. The research is based on the survey questions. The survey gathered information about employee satisfaction in eight main areas: Job Satisfaction Career advancement Information flow Recognition/Reward/Advancement Training/Mentoring Super visor/Teamwork/Colleagues Workload/Resources
The study is conducted with the following objectives: 1. To discover the various expectations that determine the satisfaction level of employee. 2. To rank the factors according to the importance. 3. To measure the level of satisfaction of employees with respect to the company.

The survey also offered opportunities for respondents to provide their own ideas and comments. Scale Construction

On the basis of attributes which have been identified, a questionnaire is prepared which is analyzed for different parameters separately. To each question, there are possible answers out of which one is to be ticked. In questionnaire, the respondent has to give a response in terms weather he agree, disagree or neutral to the questions. The response for each question is agree, disagree or neutral.

Methodology The methods used in this research were: y FACTOR ANALYSIS METHOD y PERCENTAGE MATHOD y BAR GRAPHS y DISCRIMENENENT ANALYSIS T Job satisfaction
Disagree The job I am into is according to my potential and skills. The amount of work expected of me is reasonable. Job-related training opportunities are provided here. The stress level for the job is reasonable. There exits a good Teamwork within my department. I get recognition for the additional contributions I make. Neutral Agree

Career Advancement
Disagree Organization offers good opportunities for personal development Organization offers good opportunities/ladders for professional advancement Neutral Agree

Information flow
Disagree Staff meetings are a source of useful information. When a decision is made involving my area of responsibility, I am involved in the decision. There is good communication and teamwork within department. Neutral Agree

Reporting Manager
Disagree My reporting manger promotes an atmosphere of teamwork. It is clear to me what me reporting manager expects of me regarding me job performance. My reporting manager evaluates my work performance on a regular basis. My reporting manager provides me with actionable suggestions on areas of improvement. When I have questions or concerns, my reporting manager is able to address them. My reporting manager makes an effort to talk with me about my career goals within the company Neutral Agree

Disagree My work group has regular discussions to review my performance, discuss common problems, and plan ways to improve them. My internal issues at pril addressed fairly. Neutral Agree

Benefit package
Disagree My salary and benefit package is attractive. My incentive system is satisfactory The leave that I receive is satisfactory The medical benefit plan (ESIC) covers all my necessities Neutral Agree

Over all satisfaction level on the basis analysis Department wise on the basis of analysis