A FIELD STUDY REPORT ON

“A STUDY ON EMPLOYEE SATISFACTION AT

MCDONALDS IN LUCKNOW CITY”

DEPARTMENT OF SCHOOL OF
MANAGEMENT OF BABU BANARASI DAS
UNIVERSITY LUCKNOW

In partial fulfillment of the requirements for the

award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION :

(PROFESSIONAL)

SUBMITTED TO: SUBMITTED BY:

Dr. Pooja Srivastava Name: Aakash Mohan Paswan

Roll.No:1210673001
 DECLARATION

I do hereby declare that the research report titled “A STUDY ON EMPLOYEES SATISFACTION

AT MCDONALDS IN LUCKNOW CITY” submitted by me in partial fulfillment ofthe requirement of

BACHELOR OF BUSINESS ADMINISTRATION PROFESSIONAL (B.B.A.P) exclusively

prepared and conceptualized by me and is not submitted to any other Institute or University or

published anywhere before the reward of any Degree/Diploma/Certificate. It is the original work of

mine and has not been obtained from any other part.

Aakash Mohan Paswan

 ACKNOWLEDGEMENT

Achievement in finding out what you would be then doing, what you have to do. The

higher the summit, the harder is the climb. The goal was fixed and we began with a

determined resolved and put in ceaseless sustained hard work, greater challenge,

greater was our effort to overcome it. This project work, which is my first step in

the field of professionalization, has been successfully accomplished only because

of my timely support of industry guide. I would like to pay my sincere regard sand

thanks tothose, who directed me at every step in my project work.

I take this opportunity to extend my sincere gratitude and profound obligation towards

my project guide Dr. POOJA SRIVASTAVA for giving me valuable suggestions &

guidance rendered to me through out the Research project without their

encouragement and continuing support, this research project wouldnot have been

possible.

I am highly thankful to other faculty members whose guidance

in this project makes my way simple and easy.

Aakash Mohan Paswan

 PREFACE

Research report is an important part of the Management studies. It bears

immense

important in the field of Business Management. It offers the student to explore

thevaluable treasure of experience and an exposure to real work culture followed by the

industries and their practical implementations.

Research plays an important role in future building of an individual

so that we can understand the real world in which he has to work in the future. The

theories greatly enhance our knowledge and provide opportunities to blend theoretical

with the practical knowledge where researchers get familiar with certain aspect

ofresearch. I feel to get myself to do research at topic

“A STUDY ON LEVEL OF EMPLOYEE SATSFACTION

AT MCDONALDS INLUCKNOW CITY”

Aakash Mohan Paswan

 EXECUTIVE SUMMARY

Job satisfaction in regards to one’s feeling or state of mind regarding nature of their

work. Job can be influenced by variety of factors like quality of one’srelationship with

supervisor, quality of physical environment in which they work, degree of fulfillment

in their work, etc.

Positive attitude towards job are equivalent to job satisfaction whereas

negative attitude towards job has been defined variously from time to time. In short

job

satisfaction is a person’s attitude towards job.

Job satisfaction is an attitude which results from balancing &

summation of many specific likes and dislikes experienced in connection with the

job – their evaluation may rest largely upon one’s success or failure in the

achievement of personal objective and upon perceived combination of the job and

combination towards these ends.

 TABLE OF CONTENT

SL.NO. TOPIC

1 Introduction

2 Company Profile

3 Literature Review

4 Objectives

5 Scope of the Study

6 Research
Methodolog
y
7 Limitations
 INTRODUCTION

Job satisfaction describes how 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 parents. There are a variety of factors that can influence a person’s level

of 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 variety of tasks involved, the interest and challenge the job

generates, and the clarity of the job description/requirements). 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. Others influences onsatisfaction include the

management style and culture, employee involvement, empowerment and autonomous workgroups.

Job satisfaction is 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-worker. Some questioners ask “YES” or “NO” questions while

others ask to rate satisfaction on 1-5 scale (where 1 represents “EXTREMLY

SATISFIED” and 5 represents “NOT AT ALL SATISFIED”).

Employee satisfaction or job satisfaction is, quite simply, how content or satisfied employees are with

their jobs. Employee satisfaction is typically measured using an employee satisfaction survey. Factors

that influence employee satisfaction addressed in these surveys might include compensation,

workload, perceptions of management, flexibility, teamwork, resources, etc. These things are all

important to
companies who want to keep their employees happy and reduce turnover, but employee satisfaction is

only a part of the overall solution. In fact, for some organizations, satisfied employees are people the

organization might be better off without. Satisfaction doesn't mean high performance or engagement.

HR ideas and strategies focused on how to improve employee satisfaction oftentimes have results that

demoralize high performers. Employee satisfaction and employee engagement are similar concepts on

the surface, and many people use these terms interchangeably. The importance of knowing the

difference between satisfaction and engagement is critical for an organization to make strategic

decisions to create a culture of engagement. Employee satisfaction covers the basic concerns and needs

of employees. It is a good starting point, but it usually stops short of what really matters.

"Employee satisfaction" is the term used to describe whether employees are happy and

fulfilling their desires and needs at work. Many measures purport that employee satisfaction is a

factor in employee motivation, employee goal achievement, and positive employee morale in the

workplace.

Employee satisfaction, while generally a positive in your organization, can also become a problem

if mediocre employees stay because they are satisfied and happy with your work environment.

Factors contributing to employee satisfaction include treating employees with respect,

providing regular employee recognition, empowering employees, offering above industry-
average benefits and compensation, providing employee perks and company activities, and
positive

management within a success framework of goals, measurements, and expectations.

The critical factor with employee satisfaction is that satisfied employees must do the
job and make the contributions that the employer needs. If they don't, all that the employer does
to

provide an environment that satisfies employees is for naught.

FACTORS AFFECTING THE LEVEL OF EMPLOYEE’S SATISFACTION

ARE :-

1. Working Environment.

2. Fair Policies and Practice.

3. Caring Organization.

4. Appreciation.

5. Pay.

6. Age.

7. Promotion.

8. Feel of Belongings.

9. Initiation and Leadership.

10. Feel of Being Loved.

11. Safety and Security.

12. Challenges.

13. Responsibilities.

14. Creativity in Job.

15. Personal Interest and Hobbies.

16. Respect from Co-Workers.

17. Relationship with Supervisors.

18. Feedback.

19. Flexibility.

20. Nature of Work.

MASLOW’s theory of motivation can be applied to the employees in order to increase their

satisfaction. ABRAHAM MASLOW (1908-1970) proposed a theory “THEORY OF HUMAN

MOTIVATION”. The basis of Maslow’s theory is that human beings are motivated by unsatisfied

needs, and that certain lower needs need to be satisfied before higher needs can be satisfied.

According to Maslow, there are general types of needs (physiological, safety, love and esteem) that

must be satisfied before a person can act unselfishly. He called these needs “deficiency needs”. As

long as we are motivated to satisfy these cravings, we are moving towards growth, towards self-

actualization.

Satisfying needs is healthy, while preventing gratification makes us sick or act evilly.

MASLOW’s NEED HIERARCHY:-

• Maslow’s theory assumes that a person attempts to satisfy the more basic needs before

directing behavior towards satisfying upper level needs.

• Lower order needs must be satisfied before a high-order need begins to control a person’s

behavior.

• A satisfied need ceases to motivate.

MASLOW’S HEIRARCHY OF THEORY :-

 PHYSIOLOGICAL NEEDS:-

Physiological needs are those required to sustain life, such as:-

• Air

• Water

• Food

• Shelter

 SAFETY NEEDS :-

Once physiological needs are met, one’s attention turns to safety and security in order to be

free from the threat of physical and emotional harm. Such needs might be fulfilled by :

• Living in a safe area.

• Medical Insurance

• Job Security

• Financial Reserves.

 SOCIAL NEEDS :-

Once a person has met the lower level physiological and safety
needs,
 higher level needs awaken. The first level needs are social needs.

Social needs are those related to interaction with others and may include :

• Friendship

• Belonging to a group

• Giving and receiving love.

 ESTEEM NEEDS :-

Once a person feels a sense of “belonging”, the need to feel important

arises. Esteem needs may be classified as external and internal.

Internal Esteem needs are those related to self-esteem such as self-

respect and achievements. External Esteem needs are those social status and recognition.

Some esteem needs are:-

• Self-respect

• Achievement

• Attention • Recognition

• Reputation.

 SELF-ACTUALIZATION :-

Self- actualization is the summit of Maslow’s hierarchy

as a

person.

Self-actualized people tend to have needs such as :

• Truth

• Justice

• Wisdom

• Meaning. McDonald's is an American fast food company, founded in 1940

as a restaurant operated by Richard and Maurice McDonald, in San Bernardino, California, United

States. They rechristened their business as a hamburger stand, and later turned the company into a
franchise, with the Golden Arches logo being introduced in 1953 at a location in Phoenix, Arizona. In

1955, Ray Kroc, a businessman, joined the company as a franchise agent and proceeded to purchase

the chain from the McDonald brothers. McDonald's had its original headquarters in Oak Brook,

Illinois, but moved its global headquarters to Chicago in early 2018.

COMPANY PROFILE

MC Donald’s is an American fast food company, founded in 1940 as a restaurant

operated by RICHARD and MAURICE MCDONALD, in San Bernardino, California, United

States. They rechristened their business as a hamburger stand, and later turned the company into

franchise, with the GOLDEN ARCHES logo being introduced in 1953 at a location in Phoenix,

Arizona. In 1955, RAY KROC, a businessman, joined company as a franchise agent and proceeded

to purchase the chain from the MCDONALD brothers. McDonald’s had its original headquarters in

OAK BROOK, ILLINOIS, but moved its global headquarters to CHICAGO in early 2018.

McDonald’s is the world’s largest restaurant chain by revenue, serving over 69 million

customers daily over 100 countries across 37,855 outlets as of 2018. Although McDonald’s is the

best known for its hamburgers cheeseburgers and French fries, they also feature chicken products,

breakfast items, soft drinks, milkshakes, wraps and desserts. In response to changing consumer tastes

and a negative backlash because of the unhealthiness of their food, the company has added to its

menu salads, fish, smoothies, and fruits. According to the 2 reports published in 2018,

McDonald’s is the world’s fourth-largest private employer with 1.7 million employees (behind

Walmart with 2.3 million employees).

1) HISTORY :-

The siblings RICHARD & MAURICE MCDONALD opened the first McDonald’s in 1940 in

San Bernardino, California but it was not the McDonald’s recognizable today; RAY KROC made

changes to the brother’s business to modernize it. The brothers introduced the “SPEEDEE SERVICE

SYSTEM” in 1948, putting to expanded use the principle of the modern fast food restaurant that the

predecessor WHITE CASTLE had put into practice more than two decades earlier. The original
mascot of McDonald’s was a chef hat on top of a hamburger who was referred to as “SPEEDEE”. In

1962, the Golden Arches replaced SPEEDEE as the universal mascot. The symbol Ronald

McDonald was introduced in 1965. The clown, Ronald McDonald, appeared in advertising to target

their audience of children.

On May 4, 1961, McDonald’s first field for a U.S. trademark on the name “McDonald’s” with

the description “Drive-In Restaurant Services”, which continues to be renewed. By September 13,

McDonald's, under the guidance of Ray Kroc, filed for a trademark on a new logo—an overlapping,

double-arched "M" symbol. But before the double arches, McDonald's used a single arch for the

architecture of their buildings. Although the "Golden Arches" logo appeared in various forms, the

present version was not used until November 18, 1968, when the company was favored a U.S.

trademark.

The present corporation credits its founding to franchised businessman Ray Kroc in on April

15, 1955. This was in fact the ninth opened McDonald's restaurant overall, although this location was

destroyed and rebuilt in 1984. Kroc later purchased the McDonald brothers' equity in the company

and begun the company's worldwide reach. Kroc was recorded as being an aggressive business

partner, driving the McDonald brothers out of the industry.

Kroc and the McDonald brothers fought for control of the business, as documented in Kroc's

autobiography. The San Bernardino restaurant was eventually torn down (1971, according to Juan

Pollo) and the site was sold to the Juan Pollo chain in 1976. This area now serves as headquarters for

the Juan Pollo chain, and a McDonald's and Route 66 museum.[16] With the expansion of

McDonald's into many international markets, the company has become a symbol of globalization and

the spread of the American way of life. Its prominence has also made it a frequent topic of public

debates about obesity, corporate ethics, and consumer responsibility.

2) FIGURES :-

CORPORATE LOGO USED FROM 1960 UNTILL NOVEMBER 18, 1968.

CORPORATE LOGO USED FROM NOVEMBER 18, 1968 UNTILL 2003.

3) TYPES OF RESTAURANTS :-

Most standalone McDonald's restaurants offer both counter service and drive-through service,

with indoor and sometimes outdoor seating.Drive-Thru, Auto-Mac, Pay and Drive, or "McDrive"

as it is known in many countries, often has separate stations for placing, paying for, and picking up

orders, though the latter two steps are frequently combined; it was first introduced in Sierra Vista,

Arizona in 1975, following the lead of other fast-food chains. The first such restaurant in Britain

opened at Fallowfield, Manchester in 1986.

i) McDrive

In some countries, "McDrive" locations near highways offer no counter service or seating. In

contrast, locations in high-density city neighborhoods often omit drive-through service. There are

also a few locations, located mostly in downtown districts that offer a "Walk-Thru" service in place

of Drive-Thru.
ii) McCafé

McCafé is a café-style accompaniment to McDonald's restaurants and is a concept created by

McDonald's Australia (also known, and marketed, as "Macca's" in Australia), starting with

Melbourne in 1993. As of 2016, most McDonald's in Australia have McCafés located within the

existing McDonald's restaurant. In Tasmania, there are McCafés in every restaurant, with the rest of

the states quickly following suit. After upgrading to the new McCafé look and feel, some Australian

restaurants have noticed up to a 60 percent increase in sales. At the end of 2003, there were over 600

McCafés worldwide.
iii) "Create Your Taste" restaurants

From 2015–2016, McDonald's tried a new gourmet burger service and restaurant concept based on

other gourmet restaurants such as Shake Shack and Grilled. It was rolled out for the first time in

Australia during the early months of 2015 and expanded to China, Hong Kong, Singapore, Arabia

and New Zealand, with ongoing trials in the US market. In dedicated "Create Your Taste" (CYT)

kiosks, customers could choose all ingredients including type of bun and meat along with optional

extras. In late 2015 the Australian CYT service introduced CYT salads.

After a person had ordered, McDonald's advised that wait times were between 10–15 minutes. When

the food was ready, trained crew ('hosts') brought the food to the customer's table. Instead of

McDonald's usual cardboard and plastic packaging, CYT food was presented on wooden boards,

fries in wire baskets and salads in china bowls with metal cutlery. A higher price applied.

In November 2016, Create Your Taste was replaced by a "Signature Crafted Recipes" program

designed to be more efficient and less expensive.

iv) Other

Some locations are connected to gas stations/convenience stores, while others called McExpress

have limited seating and/or menu or may be located in a shopping mall. Other McDonald's are

located in Walmart stores. McStop is a location targeted at truckers and travelers which may

have services found at truck stops.

In Sweden, customers who order a happy meal can use the meal's container for a pair of happy

goggles. The company created a game for the goggles known as "Slope Stars." McDonald's

predicts happy goggles will continue in other countries.In the Netherlands, McDonald's has

introduced McTrax that doubles as a recording studio; it reacts to touch. They can create their own

beats with a synth and tweak sounds with special effects.

v) Playgrounds

McDonald's playgrounds are called McDonald's PlayPlace. Some McDonald's in suburban areas and

certain cities feature large indoor or outdoor playgrounds. The first PlayPlace with the familiar

crawl-tube design with ball pits and slides was introduced in 1987 in the US, with many more being

constructed soon after.

vi) McDonald's Next

McDonald's Next in Admiralty, Hong Kong

McDonald's Next use open-concept design and offer "Create Your Taste" digital ordering. The

concept store also offers free mobile device charging and table service after 6:00 pm. The first store

opened in Hong Kong in December 2015.

vii) 2006 redesign

In 2006, McDonald's introduced its "Forever Young" brand by redesigning all of its restaurants, the

first major redesign since the 1970s.

The goal of the redesign is to be more like a coffee shop, similar to Starbucks. The design includes

wooden tables, faux-leather chairs, and muted colors; the red was muted to terracotta, the yellow was

shifted to golden for a more "sunny" look, and olive and sage green were also added.

To create a warmer look, the restaurants have less plastic and more brick and wood, with modern

hanging lights to produce a softer glow. Many restaurants now feature free Wi-Fi and flat-screen

TVs. Other upgrades include double drive-thrus, flat roofs instead of the angled red roofs, and

replacing fiber glass with wood. Also, instead of the familiar golden arches, the restaurants now

feature "semi-swooshes" (half of a golden arch), similar to the Nike swoosh.

viii) SMOKING BAN

McDonald's began banning smoking in 1994 when it restricted customers from smoking within its

1,400 wholly owned restaurants.

4) VISION AND MISSION STATEMENT :-

VISION-

“TO MOVE WITH THE VELOCITY TO DRIVE PROFITABLE GROWTH AND

BECOME AN EVEN BETTER MCDONALD’S SERVING MORE CUSTOMERS

DELICIOUS FOOD EACH DAY AROUND THE WORLD.”

MISSION-

“TO BE OUR CUSTOMERS’ FAVORITE PLACE AND WAY TO EAT AND

DRINK.”
LITERATURE REVIEW

The term job satisfaction was brought to lime light by Hoppock (1935). He revived 35 studies on job

satisfaction conducted prior to 1933 and observes that Job satisfaction is combination of

psychological, physiological and environmental circumstances. That causes a person to say. “I m

satisfied with my job”. Such a description indicate the variety of variables that influence the

satisfaction of the individual but tell us nothing about the nature of Job satisfaction.Job satisfaction

has been most aptly defined by pestonjee (1973) as a job, management, personal adjustment & social

requirement. Morse (1953) considers Job satisfaction as dependent upon job content, identification

with the co., financial & job status & priding group cohesiveness.

Saltzstein et al. (2001), using the 1991 Survey of restaurants employees, find disparity among the

impact of family friendly work practices on job satisfaction. Both flexible and compressed work

schedules significantly reduce job satisfaction whereas child care and the ability to work at home

significantly increase job satisfaction. However, Bryson et al. (2005), using the linked employer

employee British Workplace Employee Relations Survey of 1998, find that the availability of family

friendly policies do not significantly increase job satisfaction. The ambiguous results of past estimates

arise primarily from the conflicting theoretical effects that fringe benefits can have on job satisfaction,

but theory may not be the only explanation for the differences. Some of these mixed results may stem

from the use of alternative sources of data or from the institutions of different countries, primarily the

United States and Britain. Yet another source of the inconclusive results could be dependence on

potentially biased methods of estimation that fail to control for worker fixed effects or the possible

endogeneity of fringe benefits. As an alternative to controlling for fixed effects using panel data,

researchers often control for a variety of selection biases in their cross-section estimates. Bender and

Heywood (2006) control for workers’ selection into the academic sector or nonacademic sector by

using instruments correlated with sector choice but not with job satisfaction. McCausland et al. (2005)

use instruments to control for worker selection into performance pay schemes and find that selection
is only evident among workers who do not receive performance-based pay. Bryson et al. (2005)
control

for worker selection into 8 unions and find that union membership does not impact worker job

satisfaction. Therefore, researchers do agree that non-random worker sorting into various workplace

characteristics is evident. Without accounting for worker sorting, the mixed cross-section results may

be unreliable. Unobservable individual preferences decide, at least in part, the worker’s job satisfaction

but also what fringe benefits workers receive. In order to discover the true impact of fringe benefits on

job satisfaction, we must first hold the effects of unmeasured individual preferences on job satisfaction

fixed and only allow observable worker and job characteristics including the provision of fringe

benefits to vary. This is only possible by using panel data. As workers move from job to job, their

preferences are assumed to remain constant but their fringe benefits are allowed to vary. Therefore, if

worker job satisfaction changes, it is due to changes only in fringe benefits and other measurable

characteristics. In this way, fringe benefits are identified as additional determinants of job satisfaction.

In an article that studied the knowledge and strategies used by preservice Employees, it was pointed

out that the Employees were not successfully managing their classrooms. The preservice

Employees were using “yelling or screaming” (Kher, Lacina-Gifford, &Yandell, 2000) as their main

strategy. These Employees noted that it was not effective. They also felt as though they had no other

options due to lack of guidance. The authors of this article repetitively stated that they desired for

preventative strategies to be implemented. Unfortunately, the Employees were unable to effectively

implement these strategies and the authors stated this would hold them back in future teaching

endeavors. (Kher, et al., 2000)

OBJECTIVES

 To determine the level of satisfaction of the respondents regarding their job.

 To study the relationship between the personal factors of the employee (Income, Designation,

Educational qualification, Gender, etc.)

 To Measure the satisfaction levels of employees on various factors at McDonald’s in

Lucknow city.

 To study the various factors i.e. salary and incentives which influence employee satisfaction at

McDonald’s in Lucknow.
SCOPE OF THE STUDY

 To identify the employees level of satisfaction upon that job.

 This study is helpful to that organization for conducting further researches.

 Helpful in identifying the employer’s level of satisfaction towards welfare measures.

 Helps in identifying the area of dissatisfaction of job of the employees.

 Helps in making managerial decisions for the company.

RESEARCH METHODOLOGY

Research methodology is a way to systematically represent research on any problem. It tends taken by

the researcher in studying the research problem along with the logic behind them. It tends to definethe

methodology for the solution of the problem that has been undertaken for the purpose of the study.The

methodology may include publication research, interviews, surveys and other research techniques.

1. RESEARCH DEIGN :

Descriptive research design- It attempts to describes and explains conditions of the present by using

many subjects and questionnaires to fully describe a phenomenon.

2. DATA COLLECTION :

To make any research work, collection of reliable and valid data is very important. Without data any

research comparison is not possible. There are two types of data, which can be used for the study.

These are:

 Primary data (Questionnaire)

 Secondary Data (Books, magazines, Research Paper and newspapers)

3. DEFINING THE UNIVERSE & SAMPLE DESIGN :

• Sample size- The sample size consist of 100 respondents.

• Sampling Technique -Convenience sampling is a non-probability sampling technique

where subjects are selected because of their convenient accessibility and proximity to the

researcher.
 • Sample Universe - Residence of Lucknow city.

• Sampling Area - McDonald’s in Lucknow

• Sampling Unit - Employees of McDonald's

• Statistical tools to be used –

 Pie charts

 Tables

 Graphs

 Columns

 Donuts

4. AREA OF RESEARCH :

For the research purpose I have visited four branches of MCDONALDS

in Lucknow. They are as follows :

 MCDONALDS in SAHARAGANJ MALL, HARZARTGANJ, LUCKNOW.

 MCDONALDS in FUN MALL, GOMTI NAGAR, LUCKNOW.

 MCDONALDS in WAVE MALL, GOMTI NAGAR, LUCKNOW.
LIMITATION OF THE STUDY

 Data collection is based on questionnaire.

 The research exercise was conducted within a limited duration. So a detailed study could not

be made.

 The information collected by observation method is limited.

 The result would be varying according to the individuals as well as time.

 Some respondents hesitated to give the actual situation; they feared that management would

take any action against them.

 The findings and conclusions are based on knowledge and experience of the respondents

sometime may be subject to bias.

DATA ANALYSIS AND INTERPRETATION

QUESTION - 1- Are you happy with your work place?

CUMULATIVE
VALID FREQUENCY PERCENT
PERCENTAGE
Strongly Agree 20 20 20

Agree 25 25 45

Normal 35 35 80

Disagree 20 20 100

TOTAL 100 100

SATISFATION FOR WORK PLACE

20% 20%

STRONGLY
AGREE AGREE
NORMAL

25% DISAGREE
35%

INTERPRETATION –

Here 20% of the employees strongly agree that they are happy with their working condition, 25%

employees agree, 35% employees are normal for the situation whereas 20% employees disagreed

with this.
QUESTION –2 - Are the working hours convenient for you?

CUMULATIVE
OPTIONS FREQUENCY PERCENT
PERCENTAGE
Strongly Agree 15 15 15

Agree 28 28 43

Normal 57 57 100

Total 100 100

WORKING HOUR
CONVENIENCE
WORKING HOUR CONVENIENCE

57%

28%

15%

STRONGLY AGREE AGREE NORMAL

INTERPRETATION –

Out of the respondents I had surveyed 57% were OK with working hours.

While 28% employees just agreed and 15% strongly agreed.

 QUESTION – 3 - Do you feel you have too much work to do?

CUMULTIVE
OPTIONS FREQUENCY PERCENT PERCENTAGE
Strongly Agree 12 12 12

Agree 23 23 35

Normal 48 48 83

Disagree 17 17 100

Total 100 100

TOO MUCH WORK LOAD?

TOO MUCH WORK LOAD?

48

23
17
12

STRONGLY AGREE NORMAL DISAGREE

AGREE

INTERPREETATION –

Here 12% employees that I had surveyed strongly agree that the work load is much more, 23%

employees agree , 48% employees are OK with the work load whereas 17% don’t agree that there

is much work to do.

QUESTION – -4 Does the company provide good safety measures?

CUMULATIVE
OPTION FREQUENCY PERCENT
PERCENTAGE
Agree 32 32 32

Normal 68 68 100

Total 100 100

GOOD SAFETY MEASURES?

32%

AGREE

NORMAL
68%

INTERPRETATION –

68% of the employees said that the safety measures provided by the company are normal while

32% agreed to this statement.

 QUESTION – - 5 How is your relation with superior or HR person?

OPTIONS FREQUENCY PERCENT CUMULATIVE

PERCENTAGE
Good 57 57 57

Normal 25 25 82

Not Good 18 18 100

Total 100 100

GOOD 57

NORMAL 25

NOT GOOD 18

0 10 20 30 50 60
40
RELATION WITH SUPRIOR OR HR PERSON

INTERPRETATION –
57% employees have good relation with their HR manager.

While 25% have normal relation with the HR manager and 18% of them have not good relation

with the HR manager.

QUESTION – - 6 Are you satisfied with the support from your co-workers?

OPTIONS FREQUENCY PERCENT CUMULATIVE

PERCENTAGE
Strongly Agree 30 30 30

Agree 60 60 90

Not Agree 10 10 100

Total 100 100

SUPPORT FROM CO-WORKERS

STRONGLY AGREE
AGREE
NOT AGREE

INTERPRETATION –

Out of the employees surveyed, 30% strongly agree that they have good support from their

coworkers.

While 60% agreed and 10% think that they experienced less support from co-workers.
QUESTION-7 Are you satisfied with the refreshments that the company provides to the

employees?

CUMULATIVE
OPTIONS FREQUENCY PERCENT
PERCENTAGE
Agree 42 42 42

Normal 33 33 75

Disagree 18 18 93

Strongly Disagree 7 7 100

Total 100 100

SATISFACTION FOR REFRESHMENTS

SATISFACTION FOR REFRESHMENTS

42

33

18

AGREE NORMAL DISAGREE STRONGLY

DISAGREE

INTERPRETATION –

Out of the employees surveyed, 7% strongly disagreed with the statement that they are satisfied

with the refreshments provided.

While 18% disagreed and 33 % normally feel this. Also 42% agree with this that means they are

satisfied.
QUESTION – 8 - Do you feel you are paid a fair amount for the work you do?

CUMULATIVE
OPTIONS FREQUENCY PERCENT
PERCENTAGE
Agree 25 25 25

Normal 65 65 90

Disagree 10 10 100

Total 100 100

FAIR SALARY?

10%
25%

AGREE
NORMAL
DISAGREE

65%

INTERPRETATION –

25% of the employees agreed that they get fair amount for their work they do and 65% normally

feels that they get fair amount.

While 10% disagreed to the statement of getting fair salary.

QUESTION –9 Are you satisfied with the allowances and bonuses provided by the
company?

CUMULATIVE
OPTIONS FREQUENCY PERCENT
PERCENTAGE
Agree 24 24 24

Normal 67 67 91

Disagree 9 9 100

Total 100 100

SATISFIED WITH ALLOWANCES AND

BONUSES?

AGREE NORMAL DISAGREE

INTERPRETATION –

9% employees disagreed that they are satisfied with the allowances and bonuses provided by the

company. 67% employees feel normal and 5% agree to this.

FINDINGS

 Almost each and every employee of McDonald’s were reasonably happy by working there.

 Some of the employees were agreeing about convenience of working at McDonald’s. Some

of employees had opinion that there was a proper provision for safety at work place. This is

very true as McDonald is working on the concept of “Assembly Line” where repetitive job is

being done which is very convenient & safe in nature.

 Most of the employees feel that there is so much work to be done in a day at McDonald that

they feel exhausted at the end of the day.

 Most of the employees agreed that they were having good relation with their superior or HR

manager. This is the sign of better working environment in McDonald.

 Here there is fine coordination between the employees since most of the employees

confirmed that they got good support from their colleague to accomplish their work.

 As we know McDonald is applying concept of assembly line, some of the

employees find

their job is monotonous & boring. But most of them feel that they were not being utilized

properly with the respect to their set of skills.

 Most of the employees feel that their work has an impact on company’s success. This shows

a good level of moral amongst employees.

 Some employees also feel that their work has no value.

 Some of the employees feel that they were allocated limited resources to accomplish their

task.

 There were employee performance evaluations undertaken at McDonald. Most of employees

are OK with the process & outcomes of evaluation.

 Almost most of the employees feel that they were doing overload of work at McDonald.

 Most of the employees were overall satisfied by working at McDonalds.

SWOT ANALYSIS OF MCDONALDS

1) STRENGTHS :-

 McDonalds is the number 1 fast food chain in the world. McDonalds succeed to its

competitors like BURGER KING because of its strategy “JUST IN TIME”. McDonalds

achieved its goals in both domestic and international markets. According to Fortune

Magazine 2005 McDonalds was the “BEST PLACE TO WORK FOR MINORITIES”.

 McDonalds offer its products according to geography, means to say it offers Lamp Burgers in

India and Middle East countries. Provides entries for couples and singles and offers chicken

and ham burgers in European countries. More than 80% of McDonald’s business is operated

by independent means to say in airports, along with highways park and in big cities.

 McDonalds serves only famous brand to processed items such as Kraft Chasse, Dannan

Yogurt, and Heinz Ketchup. McDonald is the first in fast food chain in which they provide

nutrition information printed on all packagings.

• Largest fast food market share in the world.

• Brand recognition valued at $40 billion.

• $2 billion advertising budget.

• Locally adapted food menus.

• Partnership with best brands.

• More than 80% of restaurant • Children targeting.

2) WEAKNESSES :-
 McDonalds failed to offer pizza because it is less able to complete the pizza fast food chains.

 Quality issues are also noticed in some franchise.

 They are spending more money on training as more employees turn over in McDonalds.

 Globally it is noticed that McDonalds disrupts the local eating habit especially in younger

generation.

 McDonalds has a high initial cost.

 They provide inorganic and processed foods.

 Selling junk food at low price has pulled McDonalds into negative press over the years.

 McDonalds every year fires many employees from their restaurants and has a high employee

turnover.

• Negative publicity.

• Unhealthy food menu.

• Mac Job and high employee turnover.

• Low Differentiation.

3) OPPORTUNITIES :-

 McDonald offer healthy products with nutrition information printed on all packaging are a
great opportunity.

 McDonalds is the first FDA approved Quick Service Restaurant (QSR) offers low fat and low
calorie ham burgers, McDonalds is using the marketing strategy “JUST IN TIME” serving a

customer in 90 seconds.

 Offers optional allergen free food items such as peanut and gluten free.

 Combine business with retailers (supermarkets).

 • Increasing demand for healthier food.

• Home meal delivery.

• Full adaption of its new practices.

• Changing customer habits and new customer groups.

4) THREATS :-

 They have been noticed by NGO worldwide that they are disrupting the local eating habit in
young generation.

 Many times they have been seued because of their unhealthy foods.

 Are noticed to create a global economy.

 Downturn or recession in economy also affecting the McDonald’s sales.

 Competitors pressure in major location like high streets.

 Burger King corporation, Yun brand Inc. , wends international Inc. , Jack in the box Inc., are
the competitors for McDonalds

• Saturated fast food markets in the developed economies.

• Trend towards healthy eating.

• Local fast food restaurant chains.

• Currency fluctuations.

• Lawsuits against McDonalds.

PEST ANALYSIS OF MCDONALDS

POLITICALFACTORS :-

In general political factors do not affect companies as much. Only the companies are obliged

to pay taxes like sales tax or payroll tax to the government. Like any other business, McDonalds is

also obliged to pay these taxes. The tax obligation s are different in each country. But in countries

where there are strict consumer protection laws, companies have to make sure that the quality is

maintained and they deliver what they claim.

On counties where consumer laws are that strong McDonalds enjoy an added
advantage there

but in countries like US, McDonalds has to face high cost in forms of lawsuits and litigations

with a breach of quality of services.

ENVIRONMENTAL FACTORS :-

Environmental or economic factors play an important role in operations of a company. If

an economy of a country is doing well, the business will flourish specially those producing luxury

goods nut if an economy faces recession these business will face negative impact on their sales.

McDonalds falls in the same category. Their sales is largely dependent on economy of the

country. If the economy does well, people will have more disposable income and will spend more in

consuming food items from McDonalds. Also, McDonalds imports much of its raw material from

other countries. Exchange rate fluctuations will also affect the operations of the company.

SOCIAL FACTORS :-

Social factors are very important while making strategic business decisions. Culture, values,

norms, and the living style of people all affects the operations of a company.
 McDonalds has various outlets in different countries. Each country has its own culture and

McDonalds make sure that the culture and religion barriers are kept in mind while deciding the food

menus at the different outlets. For instance the existence of meat in food menu is considered

offensive in India by some Hindu religious groups. McDonald’s has launched special vegetarian

meals to cater to that markets.

Also McDonalds has the image of a socially responsible firm because of their involvements

in projects to help people like they announced backing to the rainforest alliance. But in some

countries where there is anti American feeling among the people, McDonalds sales has been affected

because of people boycotting American Goods.

TECHNOLOGICAL FACTORS :-

McDonalds mainly market its products through television advertisements and billboards.

There are claims that McDonalds only targets children in their advertisements. This is apparently

in the TV commercials and the play spots and toys, further proves this actuality. McDonalds also

uses animated depictions of their character like Hamburger and Grimace and to attract children.

Other advertising strategy that McDonalds use is employing popular celebrities to

promote

their products. Like the McDonalds worldwide “LOVING IT’ campaign is endorsed by

the Like. Moreover, the operations of McDonald’s have altogether been mixed with new

technology.

Management of value chain and inventory system of the organization takes into account

simple installments for their suppliers and different merchants which the distinctive stores in

different markets. The infusion of technology in the operations of McDonalds adds quality to their

items. The improved inventory system as well as the supply chain enables the organization to work

in a global context.
RECOMMENDATIONS

After analyzing the whole data and looking for the problems for the gap of satisfaction we

recommend some suggestions for the branch for the managers and management to fill that gap of

satisfaction :-

 There should be provision for part-time employees for the promotion of their job.

 As there is very low ration of women gender so we recommend them to have at least one

female manager to interact to female customers and problems related to other female

employees in the company.

 There is also a need for the recruitment which can be conducted for higher posts for the equal

opportunity of each gender.

 Selection process should be clear and transparent according to the qualification and education

of the candidate which can create the satisfaction for the job related to their qualification and

experience and can result more productivity & output for the company.

 There should be feedback session for improvementfor the performance of employees which

will help managers level post to solve the problems related to the employees.
CONCLUSION

 Here almost 80% of the employees are happy to work with McDonalds.

 43% people find that the working hours are convenient for them.

 Almost 83% people think that there is too much work to do in McDonalds.

 68% of the employees feel normal about the safety measures provided by McDonalds.

 Out of 100 employees 82 employees have good relations with their superiors or the HR

person.

 Almost 90% of the employees are satisfied with the support from their co-workers.

 75% of the employees are satisfied with the refreshments provided to them at work.

 90% of the people think that they are paid a “FAIR” amount for the work they do.

 91% of the people are happy with the allowances and bonuses provided by the
company.

 Only 15% of the people don’t get exhausted at the end of the day at work.

 65% of the employees think that they have little impact on the success of the company and

other 35% people reacted normally.

 70% of the employees disagreed for having an increasingly bad attitude towards their job or

employer.

 Almost 65% of the employees think that they get enough resources to do their job.

 Almost 80% of the employees think that they have not received more than “FAIR”

evaluations recently.

 90% of the employees feel that their boss or employer have let them down in respect of their

work.

 Almost 75% of the employees feel overloaded with work or overwhelmed at work.

 90% of the employees are frequently stressed out at work.

 Almost 75% of the employees find themselves comparing negatively their situation with their

peers.

 42% of the employees no longer feel valued for their work.

 Almost 85% of the employees are overall satisfied with their job.
BIBLIOGRAPHY

REFERENCES
• C.B. MAMORIA,
Personnel
Management, 21
Revised Edition

• C.B. Gupta, Human

Resource
Management

• KASWATHAPPA,
Human resource
and Personnel
Management, Tata
McGraw Hill, 2003

WEBSITE
VISITED

www.mcdonald
sindia.com


www.mcdonald
s.com


www.wikipedia
.org
QUESTIONNAIRE :-
Q1. ARE YOU HAPPY WITH YOUR WORKPLACE?

• STRONGLY AGREE

• AGREE

• NORMAL

• DISAGREE

Q2. ARE THE WORKING HOURS CONVENIENT FOR YOU?

• STRONGLY AGREE

• AGREE

• NORMAL

Q3. DO YOU FEEL YOU HAVE TOO MUCH WORK TO DO?

• STRONGLY AGREE

• AGREE

• NORMAL

• DISAGREE

Q4. DOES THE COMPANY PROVIDE GOOD SAFETY MEASURES?

• AGREE

• NORMAL

Q5. HOW IS YOUR RELATION WITH SUPERIOR OR HR PERSON?

• GOOD

• NORMAL

• NOT GOOD
Q6. ARE YOU SATISFIED WITH THE SUPPORT FROM YOU CO-WORKERS?

• STRONGLY AGREE

• AGREE

• NOT AGREE

Q7. ARE YOU SATISFIED WITH THE REFRESHMENTS THAT THE COMPANY

PROVIDES TO THE EMPLOYEES?

• AGREE

• NORMAL

• DISAGREE

• STRONGLY DISAGREE

Q8. DO YOU FEEL YOU ARE PAID A FAIR AMOUNT FOR THE WORK YOU DO?

• AGREE

• NORMAL

• DISAGREE

Q9. ARE YOU SATISFIED WITH THE ALLOWANCES AND BONUSES PROVIDED BY

THE COMPANY?

• AGREE

• NORMAL

• DISAGREE