92346392-DIvya

1

“A Study on Employee Satisfaction with reference to Gondal Nagrik

Sahakari Bank Limited”

By

DIVYABA ZALA

111, MBA SEM II,

Marwadi Education Foundation‟s Group of Institutions, Rajkot.

AY: 2010-11

Conducted at

Gondal Nagrik Sahakari Bank Ltd

Head Branch, Gondal

Under the guidance of

Ms. CHHAVI MANRA,

Asst. Professor,

Faculty of Management,

Marwadi Education Foundation‟s Group of Institutions

Rajkot.

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COMPANY CERTIFICATE

3

COLLEGE CERTIFICATE

4

DECLARATION BY GUIDE

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STUDENT DECLARATION

Ms. Divyaba Zala

(Student of MBA Sem - II)

Faculty of Management,

Marwadi Education Foundation‟s Group

of Institutions,

Rajkot.

I undersigned DIVYABA ZALA students of MBA-2nd SEM declare that the project at

Gondal Nagrik Sahakari Bank Ltd. has been carried out under the supervision of Ms. Chhavi

Manra of MEFGI.

I also declare that this project report is my own contribution and this work has not been

submitted any other university for any other examination.

Date:

Place: Rajkot Divyaba Zala

6

PREFACE

It is said that “knowledge is power” but “applied knowledge is power” seems to be a correct

statement.

In the modern world, theoretical study has no value without its practical application. Practical

knowledge is more powerful than the knowledge of books. In today‟s business world, practical

knowledge plays an important role. Keeping in this the MBA course involves industrial training

to execute business enterprise as per Gujarat Technological University norms, which is helpful

to the students for making their bright career.

The practical studies particularly to know the actual corporate world, the anxieties and stress

associate with the job, which cannot be understood by sitting in the classroom.

I have taken training at Gondal Nagrik Sahakari Bank. All information which is required for this

report are collected by me and submitted to the concern people of the company.

I have gone through and study each necessary information, which is collected and presented in

the report.

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ACKNOWLEDGEMENT

Sometimes words are short to show gratitude, the same happened with me during this project.

The immense help and support received from GNSB overwhelmed me during the project.

First, I express my sincere thank to Dr. Chinnam Reddy (Dean, Faculty of

Management, Marwadi Education Foundation‟s Group of Institutions) for giving me the

opportunity to v perform my training.

It was a great opportunity for me to work with GNSB. I am extremely grateful to the entire team

of GNSB who have shared their expertise and knowledge with me and without whom the

completion of this project would have been virtually impossible.

My sincere gratitude to Mr. Yatish Desai (Chairman) and Mr.Pankaj Desai (General

Manager) for providing me an opportunity to work with GNSB

I would like to pay my thanks to the assistance manager of GNSB Mr. Jitendera G Sangani

who helped me at each and every step during my summer training and report preparation. I

appreciate his knowledge of banking system which he shared with me.

I am also thankful to the staff members of GNSB, especially to Mr. Viren Vadodariya and Mr.

Jayesh Shojitra who provided me the minute detail of the day to day transaction.

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

project.

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Index

No. No. Particulars Pg. No.

1 Inner Title Page I

2 Company Certificate II

3 College Certificate III

4 Declaration by Guide IV

5 Student Declaration V

6 Preface VI

7 Acknowledgement VII

Ch-1 Introduction

1.1 Introduction of the topic

1.1.1 Human Resource Management

1.1.2 Concept of Employee Satisfaction

1.1.3 Importance of Employee Satisfaction

1.1.4 Factors Influences to Employee Satisfaction

1.1.5 Employee Satisfaction Index

1.1.6 Employee Satisfaction Procedure

1.1.7 How to Maintain Employee Satisfaction

1.1.8 How to Improve Employee Satisfaction

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1.1.9 Methods of Employee Satisfaction

1.2 Industry Overview

1.2.1 History of Banking in INDIA

1.2.2 Introduction to Co-operative sector

1.2.3 The origin of the word „BANK‟

1.3 Company Overview

1.3.1 History and development of the GNSB

1.3.2 Profile of the organization

1.3.3 Organization structure

1.3.4 Departments of the organization

1.3.5 Top management details

1.3.6 Accounting system

1.3.7 Services provided by GNSB

1.3.8 Financial Position of the Bank

1.3.9 SWOT Analysis

Ch-2 Research Methodology

2.1 Title of the study

2.1.1 Introduction

2.1.2 Definition

2.1.3 Model

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2.2 Objectives of the Study

2.3 Literature Review

2.4 Sample Design

2.5 Collection of Data

2.6 Hypothesis

2.7 Research Method

2.8 Scope of the Study

2.9 Limitations of the study

Ch-3 Analysis and Interpretation of

Collected Data

Ch-4 Summary

4.1 Summary

4.2 Findings

4.3 Suggestions

Bibliography

Annexure (Questionnaire)

List of Tables and Charts

List of Abbreviations

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List of Tables and Charts

Tables

Sr. No. Particulars Page No.

3.1 Satisfaction Level for Training Provided

3.2 Voicing Opinion without Fear

3.3 Communication

3.4 Superior-Subordinate relationship

4.5 Safety and Health Standards

3.6 Recognition

3.7 Performance of the Top Management

3.8 Salary Structure

3.9 Treatment of Employees

3.10 Bank as a Workplace

3.11 About Bank

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CHARTS

Sr. No. Particulars Page No.

1.3.2 Profile of the Bank

2.1.3 Job Satisfaction Model

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List of Abbreviations

CC Cash Credit

CRR Cash Reserve Ratio

ESI Employee Satisfaction

GNSB Gondal Nagrik Sahakari Bank

HRM Human Resource Management

JDI Job Descriptive Index

JIG Job in General Scale

MSQ Minnesota Satisfaction Questionnaire

NPA Non-Profitable Asset

SLR Statutory Liquidity Ratio

SOP Standard Operations Procedure

SWOT Strength Weakness Opportunity Threat

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CHAPTER 1

INTRODUCTION

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1.1INTRODUCTION OF THE TOPIC

1.1.1. HUMAN RESOURCE MANAGEMENT

Human resource (or personnel) management, in the sense of getting things done through people

is an essential part of every manager's responsibilities, but many organizations find it

advantageous to establish a specialist division to provide an expert service dedicated to ensuring

that the human resource function is performed efficiently.

"People are our most valuable asset" is a cliché which no member of any senior management

team would disagree with.

As organizations vary in size, aims, functions, complexity, construction, the physical nature of

their product, and appeal as employers, so do the contributions of human resource management.

But, in most the ultimate aim of the function is to:"ensure that at all times the business is

correctly staffed by the right number of people with the skills relevant to the business

needs", that is, neither overstaffed nor understaffed in total or in respect of any one discipline or

work grade.

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1.1.2 CONCEPT OF EMPLOYEE SATISFACTION

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

contented and fulfilling their desires and needs at work. Many measures purport that employee

satisfaction is a factor in employee motivation, employee goal achievement, and positive

employee morale in the workplace.

Employee satisfaction is a measure of how happy workers are with their job and working

environment. It is not the same as motivation. It is more if an attitude, an internal state of person

concerned, it could, for example, be associated with a personal feeling of achievement.

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

towards his job.

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1.1.3Importance of employee satisfaction

Purpose / benefits of employee satisfaction include as follows:

1. Importance of employee satisfaction for organization

• Enhance employee retention.

• Increase productivity.

• Increase customer satisfaction

• Reduce turnover, recruiting, and training costs.

• Enhance customer satisfaction and loyalty.

• More energetic employees.

• Improve teamwork.

• Higher quality products and/or services due to more competent, energized employees.

2. Importance of employee satisfaction for employee

• Employ will believe that the organization will be satisfying in the long run

• They will care about the quality of their work.

• They will create and deliver superior value to the customer.

• They are more committed to the organization.

• Their works are more productive.

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1.1.4 Factors influences to employee satisfaction

What are factors influences / effects to employee satisfaction?

It can include factors as following:

1. Organization development factors

• Brand of organization in business field and comparison with leading competitor.

• Missions and Vision of organization

• Potential development of organization.

2. Policies of compensation and benefits factors

• Wage and salary

• Benefits

• Rewards and penalties

3. Promotions and career development factors

• Opportunities for promotion.

• Training program participated or will do.

• Capacity of career development

4. Work task factors

• Quantity of task

• Difficult level of task

5. Relationship with supervisor factors

• Level of coaching

• Level of assignment for employee

• Treatment to employee etc

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6. Working conditions and environment factors

• Tools and equipment

• working methods

• Working environment

7. Corporate culture factors

• Relationship with coworkers

• Level of sharing etc

8. Competencies, Personalities and Expectations of employee factors

• Competencies and personalities of employee are suitable for job?

• Expectations of employee are suitable for policies of organization?

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1.1.5 Employee satisfaction index

1. Definition of employee satisfaction index (ESI)

Employee satisfaction index is a index to measure satisfaction of employee in an

organization.

2. How to calculate ESI?

There is a five-point scale in the questionnaire or survey from employee responses. They are

• Strongly Agree,

• Agree,

• Undecided,

• Disagree,

• Strongly Disagree.

You should remark number attached, include strongly agree (5) to strongly disagree (1).

Then, total number of questions with answers against each response is calculated (5, 4, 3, 2, 1).

Identify total point of each response.

Identify total number of questions answered

ESI = ( total point / total question ) * 100.

3. Analyze employee satisfaction index

One can identify ESI by company, department, field…and then, you can use 80/20 principle to

analyze employee satisfaction.

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1.1.6 Procedure of employee satisfaction

STANDARD OPERATING PROCEDURE (SOP) FOR EMPLOYEE SATISFACTION

1. Purpose of procedure of employee satisfaction:

• Develop or change the policy for satisfaction of employees.

• Knowledge, satisfaction and expectations need to be measured in order to develop company

prepared for tomorrow.

• To derive and analyze the current satisfaction level of the employees in the company.

• Assessment of the management developmental needs and areas of improvement.

• Assessment of level of progress in performance improvement and overall company‟s climate.

2. Scope of application:

• Apply for the evaluation of satisfying the entire staff of Korea Japan

3. Documents related:

• Human resource handbook.

• This document is suitable and followed ISO 9000 standard, version 2004.

4. Definitions:

• None applied.

5. Policies of employee satisfaction:

• The employee satisfaction survey is carried one time per 3 months.

• The sample size for the survey is about 40% of the total / target population. The total / target

population for the employee satisfaction survey includes the complete employee strength at the

company.

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6. Steps of implementing employee satisfaction:

6.1 Step 1 – Employee satisfaction study / research.

Each quarter, HR Manager reviews the information needed to determine the satisfaction of

employees based on the following basis.

• Information and results of the survey times before.

• Comments by company directors.

• Proposal by HR staff and Department managers.

• Other contents in the purpose of this process.

6.2 Step 2 – Develop evaluation plan:

• Pursuant to the need to evaluate, HR Manager create a draft of content assessed in the form and

attached this procedure.

• HR manager also discuss with other manager about content, method assessed. Then the draft

must be sent to director for approval.

•Methods of appraisal also indicate clearly. You also use employee satisfaction survey software

for appraisal.

6.3 Step 3 – Transfer form to employees:

Pursuant to the plan was approved by Director, HR manager deployed to HR staff do the

following:

• Photo sufficient number of survey.

• Preparing small envelope enough based on number of survey.

• Preparing large envelope by department.

• Deployment to Manager / Supervisors about survey plan.

• Move the survey to department heads. Each employee will be received 01 form attached with

an envelope.

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• When employees complete the assessment, they must be closed envelope by pasting on it, send

to the department head.

• Head of department is responsible for collecting envelope and then send to HR department.

6.4 Step 4 – Gather and analyze data:

• Next time 3-5 days from the date of distributing survey, HR department is responsible for

collecting survey and send it to director..

• Based on the opinions of staff, Director of the company will assign people to enter and analyze

data.

• Analysts are responsible to analyze survey data and preparation of reports.

• Presentation of results to directors, department managers.

• Communication of the results to employees through employees meeting, Company newsletters,

memoranda and feedback meetings conducted by trained leaders to clarify and identify issues.

• Development of plans by department managers to respond to issues identified in feedback

sessions.

6.5. Step 5 – Implement improvement.

• HR department is responsible for implementing improvement solutions, supervising result and

reporting result to director.

7. Deployment of procedure:

• This document was distributed to Board of Directors, all departments.

• Head of personnel is responsible for guiding the staff of this document (requires employees to

sign).

• The guidelines for staff to be in the minutes of instructions and procedures and training on

latest 1 week from the date of receiving the document.

8. Form attached:

• Appraisal plan of employee satisfaction.

• Employee satisfaction form.

http://www.humanresources.hrvinet.com/appraisal-plan-of-employee-satisfaction/

http://www.humanresources.hrvinet.com/employee-satisfaction-form/

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1.1.7 How to maintain employee satisfaction?

One should remember that “achieving results were difficult but keeping the results are more

difficult” To maintain employee satisfaction, you can use 2 solutions as follows:

1. Determining suitable frequency of appraisal

Appraisal frequency should be at least 3 or 6 months / time. This helps one to regularly review

satisfaction trends of employees.

For some department, one should increase appraisal frequency for them because of lack of

management skills or unsuitable personalities.

Many organizations only perform appraisal satisfaction of employees 1 time per year, simply by

applying the standard management rather than the needs of the organization. This is a very long

time because the dissatisfaction of employees can occur at any time.

2. Implementation of feedback program regularly

One cannot assess satisfaction of employees every month because it is very time-consuming. So

how you know the opinions of employees? One can implement the program on the response of

employees monthly or suddenly when a problem happened.

The feedbacks of the staff are their comments, attitudes about problems that will occur or has

occurred.

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1.1.8 How to improve employee satisfaction?

1. 10 factors can improve employee satisfaction:

1.1 Organization development

• Shared mission or vision: In many organizations, employee doesn‟t know what is mission,

vision, objects. Building a corporate culture that requires employees to be an integral part of the

organization can be an effective way of getting the most from the talents or competencies

brought to the organization by each employee.

• Feedback programs: These programs will help organization what is opinions of their

employees.

1.2 Work itself

You can increase job satisfaction by

• Job rotation

• Job enlargement: knowledge enlargement, task enlargement.

• Job enrichment

1.3 Compensation and benefit

Policies of compensation and benefits are most important part of organization. But you should

build your policies at “suitability” not “the best”.

1.4 Appraisal program

You should build the proper evaluation and fair and encourage employees perform work.

1.5 Relationship with supervisors

Relationship with management is the key factor often happen dissatisfaction of employees. The

company should have policies to:

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• Management must be fair treated

• Management must be fair treated with staff.

• Ready to help them.

• Full training for staff

• Ready to listen and respond to employee.

1.6 Promotions and career development

• Develop programs to promote all titles in the organization.

• Develop training programs for employees

• Build programs for career development of each title.

1.7 Build corporate culture

• Build channel of communication in organization

• Relationship with coworkers

• Build sharing culture.

1.8 Working condition and environment

• Build occupational health and safety program.

1.9 Improvement programs of employee satisfaction

HR department must have the monitoring methods for improvement programs of employee

satisfaction. Many organizations just do appraisal of employee satisfaction but not pay attention

to role of monitoring.

Build solutions to improve satisfaction

Training to all level of management about the importance of satisfaction and methods to increase

satisfaction.

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1.10 Employees by them self

• Hiring the right employees:

• Clearly defined and communicated employee expectations.

2. Process of improvement

2.1 Identification of method used:

You should identify methods that can be implemented to improve the assessment satisfaction of

employees.

2.2 Determining the level of satisfying the question

Example rating scale of relation with supervisors is 2.2/5. And you intend to implement 2

solutions and the expectation scale is 4/5.

2.3 Determining the increasing rate of each method.

• You get a new level satisfy subtract satisfying old level, in example above is 4 – 2.2 = 1.8.

• Total of the increasing scale is 8 for example. Methods to improve factor: “relation with

supervisors” accounting for (1.8 / * 100 = 22.5%.

2.4 Method options.

• Depending on the desire to resolve issues of the business.

• Depending contain any man levels need to resolve.

• Depending on the resources of the business. Mainly resources can improve satisfaction of

employees is money, time, workforce of management, management methods. You can change

the resources at many different levels to consider the rate of change as part of the 2.3.

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1.1.9 Methods of employee satisfaction

We can conduct a employee satisfaction survey by methods as follows:

1. Job Descriptive Index (JDI)

Job Descriptive Index is a scale used to measure five major factors associated with job

satisfaction: Work itself, Supervision, Pay, Promotion, Co-workers. The JDI was first introduced

in 1969 and since then has been u sed by over 1,000 organizations in many sectors.

2. Job In General Scale (JIG)

Job In General Scale is a method of employee satisfaction and developed as a global measure of

job satisfaction.

ex JIG is similar to JDI, it introduced 1969 by Smith, Kendall, & Hulin, was modified in 1985 by

the JDI Research Group.

3. Minnesota Satisfaction Questionnaire (MSQ)

The Minnesota Satisfaction Questionnaire (MSQ) is designed to measure an employee‟s

satisfaction with their particular job.

Method includes 100 items measuring 20 facets of job satisfaction.

There are three version are available: two long forms (1977 version and 1967 version) and a

short form.

4. Satisfied / dissatisfied method

In this method, you just send a question form that include:

• What is good thing in our company?

• What is not good one in our company?

This method is suitable for “emergency events” and you need result in a short time.

http://www.humanresources.hrvinet.com/job-descriptive-index-jdi/










http://www.humanresources.hrvinet.com/minnesota-satisfaction-questionnaire-msq/

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5. Interview method

This method is used for:

• Review all data collected from other method.

• Review key person.

529

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1.2 INDUSTRY OVERVIEW:

1.2.1 History of banking in INDIA

Banking in India originated in the last decades of the 18th century. The first banks were The

General Bank of India, which started in 1786, and Bank of Hindustan, which started in 1790;

both are now defunct. The oldest bank in existence in India is the State Bank of India, which

originated in the Bank of Calcutta in June 1806, which almost immediately became the Bank of

Bengal. This was one of the three presidency banks, the other two being the Bank of Bombay

and the Bank of Madras, all three of which were established under charters from the British East

India Company. For many years the Presidency banks acted as quasi-central banks, as did their

successors. The three banks merged in 1921 to form the Imperial Bank of India, which, upon

India's independence, became the State Bank of India.

The reserve bank of India i.e. RBI is the bank of all the banks of country. The RBI is such type

of body that monitors all the banks by providing and revising the guidelines and rules. It also

monitors the key policy rate. It also frames the monetary policy i.e. policy of notes. Due to RBI

all banks are well collected. The RBI also provides the finance to the bank whenever required it

is like a last resort for the bank.

http://en.wikipedia.org/wiki/Bank_of_Bengal

http://en.wikipedia.org/wiki/Bank_of_Bengal

http://en.wikipedia.org/wiki/Bank_of_Bombay

http://en.wikipedia.org/wiki/Bank_of_Madras

http://en.wikipedia.org/wiki/Imperial_Bank_of_India

http://en.wikipedia.org/wiki/State_Bank_of_India

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1.2.2 Introduction to the Co-operative sector

Co-operative sector is a concept of Indian society. The source of Co-operative sector is the Co-

operative Society i.e. for the members, by the members and of the members. The people having

common interest come together to form the Co-operative society which works for the benefit of

members.

Like credit unions, Co-operative banks are owned by their customers and follow up the Co-

operative principle of „one person one vote‟. The Co-operative banks are regulated by both

banking as well as Co-operative legislation.

Local branches of Co-operative banks elect their own BODs and manage their operation but

strategic decision requires the prior approval of central branch.

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1.2.3 The origin of the word „BANK'

The word „BANK‟ has been derived from the French word „Bancus‟ or „Banque‟. It means to

trust upon someone. The depositors put their trust on the bankers so it justifies its meaning

However there is another opinion also that the word BANK is originally derived from the

German word BANK it means joint, which was transformed into BANCO..

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1.3. COMPANY OVERVIEW

1.3.1 History & Development of GNSB

GONDAL NAGRIK SAHAKARI BANK LTD is one of the top most urban Co-operative banks

in Gujarat state. It is half a century old Co-operative bank and still working effectively.

The GNSB was established on 3rd

may, 1955 in Gondal city in the state of Gujarat at

„SAMARPAN” Mandvi chowk Gondal-360311.

The members of this Co-operative bank are known as the „sabha sad‟. Each member has voting

right as far as the election of directors is concerned. Anybody can be a „sabha sad‟ by purchasing

the share of GNSB by paying necessary amount of money.

GONDAL is a city surrounded by 85 small villages and these villages are totally based on

agriculture as far as the income is concerned. All these agricultural products reach to Gondal

Market yard for selling purpose. Keeping in mind the GNSB started its market yard branch. All

most all the firms are having their current account in the GNSB and all most all the households

are the fixed deposit holders of GNSB.

The GNSB provide a compatible interest rate for the FD and also provides the C.C. and

Hypothecation on very liberal term. It has become the strength of GNSB.

The bank has been awarded “A” class of Audit by the Government of Gujarat. Here are some of

the future of GNSB which signifies its achievement.

Diversified Activities

Quick disposal of loan application

Social obligation

Co-operative atmosphere

The soundness in the system is owed to the management of the bank and it was board of

directors who has run it very effectively.

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The financial results prove its constant growth which can be measured with the profit figure and

allocation of it. The banks management of fund is good. Regular investment in the govt. security

and bonds to maintain CRR and SLR, ever growing no. of membership, reserves and surplus

which have tremendously increased assets and liabilities of the bank. Even in this situation, the

bank has maintained the flat rate of dividend is awesome.

“YOUR BANK FOR YOUR SERVICE” is the motto of GNSB.

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1.3.2 Profile of the bank

Name of the unit Gondal Nagrik Sahakari Bank Ltd.(GNSB)

Registered office

&

Head office

Gondal Nagrik Sahakari Bank Ltd.

“SAMARPAN”

Mandvi chowk

P.B.No.11

Gondal 260311

Branches RAJKOT BRANCH

(ATM Branch) Moti tanki chock

Rajkot Ph. 2693500

GONDAL BRANCH

New Sardar Market Yard

National high way 8 B

Gondal

Ph. No. 255560

JASDAN BRANCH

Market yard branch

Tower chowk

Jasdan Ph. No 223101

DERDI BRANCH

Moti bazar

Derdi

Ph. No. 277202

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Registration No. 1267

Registration date 3rd

may,1955

RBI License no. UBD/AH.GUJ.0018-P

Audit Grade “A”

No. of staff

members

53(in main branch)

Year of

establishment

1955-1956

Working days and

Hours

10:00 am to 3:00 PM on regular day

10:00 AM to 1:00 PM on Saturday

OFF DAYS : Sunday & all holidays

Services BANKING SERVICES

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1.3.4 DEPARTMENTS OF THE ORGANISATION

1. Saving department

2. Current department

3. Loan department

4. F.D. department

5. Clearing department

6. Share department

7. Recovery department

8. Cash department

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1.3.5 Top management details

Chair Man: Mr. Yatish Desai

Vice chair Man: Mr. N.B. Ukani.

Managing director: Mr. P.S. Parekh

General Manager: Mr. Pankaj Desai

List of directors

1. Mr. Gordhanbhai. R. Rayani.

2. Mr. Pankajbhai.M. Ashodariya.

3. Mr. Dhirajlal. D. Khatra

4. Mr. Hanibhai. H. Saiyad.

5. Mr.Anilbhai .D. Selani

6. Mr. Dilipbhai. V. Solanki.

7. Mr. Bavala. G. Parmar.

8. Mr. Mahendrabhai M.Chavda.

9. Mr.Vallabhbhai. T. Viradiya.

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1.3.6 Accounting system

There are three types of accounting system in the Indian accounting standards

1. Deshi nama system

2. Single entry system

3. Double entry system

We can say that first two systems are no more excepts in the small firms. The GNSB follows the

double entry accounting system.

DOUBLE ENTRY SYSTEM:

This is regarded as the fundamental concept of accounting i.e. dual aspect concept. It suggests

that each transaction has at least two accounting entry. Every transaction affects the assets and

the liability or equity of an organization

Assets are divided in to two categories. : Fixed Assets and Current Assets

Likewise there are two types of equities: owners‟ equity which entails the owners‟ claim over

assets and another one is a liability which entails the claim of creditors on the assets of the

organization.

ASSETS = OWNERS‟ EQUITY + LIABLITY

Each transaction should justify this question this is known as the dual aspect which is followed

by double entry system.

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1.3.7 Services provided by GNSB

GNSB is a bank a unit from pure service structure. So we can say that there is no any production

department but there is service department. The work of service department is to produce better

services to the customers, which satisfies the human need in the best manner.

The main service of bank is to diversify the fund from household to business sector. It converts

the savings in to investment with a particular margin which becomes the profit margin for the

bank.

Main services

Banking:

Saving

Recurring

Current account

Cash credit

Fixed deposit

Transfer of cheque

Deposits

Fixed

Saving

Recurring

Current account

Advances

Vehicle loan

Business loan

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Immovable property loan

Housing loan

Industrial loan

Education loan

Advances against services

Insurance

Stock

Gold ornament

Security of self

Other services

Lockers

Demand draft.

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1.3.9 SWOT ANALYSIS

1. Strength

o Profitability and sound liquidity

o Branches In developed part of Saurashtra

o Fully computerized and automation.

o Respectable ranking and position in Gujarat‟s top Co-operative banks.

o Professional management and co-operate team spirit.

2. Weakness:

o Lack of marketing expertise.

o Only limited to Saurashtra region.

3. Opportunities:

o No. of branches can be increased in all over Gujarat state.

o They may apply for multi-state bank to expand their business

4. Threats:

o Change in government rules and regulation

o Change in interest and bank rates

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o Sometimes co-operative banks are not enough capable to compete with the nationalize

bank due to their nationalized policy and centralized decision making.

45

Ch-2

RESEARCH

METHODOLOGY

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2.1Title of the Study

2.1.1 Employee Satisfaction

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

Although committed and loyal employees are the most influential factor to becoming an

employer of choice, it's no surprise that companies and organizations face significant challenges

in developing energized and engaged workforces. However, there is plenty of research to show

that increased employee commitment and trust in leadership can positively impact the company's

bottom line. In fact, the true potential of an organization can only be realized when the

productivity level of all individuals and teams are fully aligned, committed and energized to

successfully accomplish the goals of the organization.

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2.1.2 DEFINITION OF EMPLOYEE SATISFACTION:

“Employee satisfaction is the individual employee‟s general attitude towards the job. It is also an

employee‟s cognitive and affective evaluation of his or her job.”

“Sense of inner fulfillment and pride achieved when performing a particular job can defined

as Employee satisfaction”

“Employee Satisfaction is a general attitude towards one‟s job: the difference between the

amount of reward worker‟s receive and the amount they believe they should receive”

- P. Robbins

Employee Satisfaction defines as,” The amount of overall positive affect (or feelings) that

individual have at their jobs.”

- Hugh J. Arnold and Daniel c. Feldman

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2.1.3 JOB SATISFACTION MODEL

49

2.2 Objectives of the Study

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

is :

To know about the satisfaction level of the employees.

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

To know about the benefit and services provided to the employees by the organization

To know about the stress level of the employees.

50

2.3. LITRETURE REVIEW:

A literature review is a body of text that aims to review the critical points of current

knowledge and or methodological approaches on a particular topic. Literature reviews are

secondary sources, and as such, do not report any new or original experimental work.

The conceptual literature concerning the concepts and theories and the empirical literature

consisting of studies made earlier which are similar to the one proposed.

In my study, I have used many sources for completed out report like Books, Journals, and

Web Sites. This project will help the reader to understand the comparison of the findings of

Employee Satisfaction.

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

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

CONCLUSION:

Pool examines the relationship of job satisfaction with a number of variables (substitutes of

leadership, leadership styles, and work motivation) to see how strong the impact is of each.

He divides his sample into occupations (workers, managers, and executives) and analyzes his

results.

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

The authors describe view about Job Satisfaction

- Treating employees fairly and consistently.

- Participating in training and continuing education.

51

2.4. SAMPLE DESIGN POPULATION:

GNSB the whole organization which consists of 53 employees is for

population survey and the population is divided in the different classes of functional areas.

SAMPLE:

Out of population of 53 employees, I have taken help of employees from all the

departments which make the sample size of 20 . So I have taken randomly a sample size of 20.

Thus, sample size is 20.

SAMPLING METHOD:

The sampling method here used is convenience sampling.

In Convenience Sampling selection, the researcher chooses the sampling units on the basis of

convenience or accessibility.

52

2.5 COLLECTION OF DATA:

The task of data collection begins after a research problem has been defined and

research design/plan chalked out. While designing about the method of data collection to

be used for the study, the researcher should keep in mind two types of data.

There are 2 sources of data i.e.

1) Primary Data:

The data, which are collected for the first time, directly from the respondents to

the base of knowledge & belief of the research, are called primary data.

The normal procedure is to interview some people individually or in a group to

get a sense of how people feel about the topic.

So far as this research is concerned, primary data is the main source of

information. The data collected is through questionnaire & information provided

by the respondent.

2) Secondary Data:

When data are collected & compiled in a published nature, it is called secondary

data. So far as this research is concerned, Internet & Books as well as many

magazines and brochures have been referred to.

53

2.6 HYPOTHESIS

Hypothesis is usually considered as the principal instrument in research. Its main function is to

suggest new experiments and observation. In fact, many experiments are carried out with the

deliberate object of testing hypothesis. Ordinarily, when one talks about hypothesis, he/she

assumes a mere assumption or some supposition to be proved or disproved. But for a researcher

hypothesis is a formal question that he intends to resolve.

Weather the employees working at GNSB are satisfied or not?

Null Hypothesis: Yes, the employees are satisfied.

Alternative Hypothesis: No, the employees are not satisfied.

54

2.7 RESEARCH METHOD:

The research designs are classified on the basis of the fundamental objective of the

research and Qualitative and Quantitative designs:

1. Quantitative Research Design:

Quantitative research design is an excellent way of finalizing results and proving

or disproving a hypothesis. There are two types of Quantitative research design:

i) Descriptive Research Design

ii) Causal Research

2. Qualitative Research design:

Qualitative research design is a research method used extensively by scientists

and researchers studying human behavior and habits.

i) Exploratory Research Design

The design used for this research is Exploratory Research. It is a type of research conducted

because a problem has not been clearly defined. Exploratory Research helps determine the best

research design, data collection method and selection of subjects. It often relies on secondary

research such as reviewing available literature or data, informal discussion with employees,

consumers, management.

For knowing the Employee Satisfaction level of employees of the organization, I have used

survey method by distributing questionnaires.

The questionnaire based survey is selected because it is the most effective and efficient way to

conduct research on employees job satisfaction level, since they just have to give their opinion

for the question asked by the researcher and also they can just select from the alternatives given

in the questionnaire and then representing Data Interpretation by using various charts and graphs

and presenting findings and conclusion.

55

2.8 SCOPE OF THE STUDY:

To understand the complete HR activities at GNSB.

Data collection for understanding the employee satisfaction.

Personal interaction to understand the importance of the employee satisfaction.

To help the company to determine how their employees are satisfied and how can

management raise satisfaction level of employees.

To determine various parameters to collect information through questionnaire of

employees.

56

2.9 LIMITATIONS OF THE STUDY:

Following are the limiting factors: -

Collecting information from people during the working hours was difficult.

Some employees did were not able to give relevant information.

Most of the employees were hesitant in giving frank opinions and answer.

Time constraint is one of the limiting factors.

Sample size is 20 only due to which we may not get the proper results.

57

Chapter 3

Analysis and Interpretation of Data

58

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

advancement?

Sr. No. Particulars No. of Respondent

1 Strongly Satisfied 10

2 Satisfied 5

3 Neutral 5

4 Dissatisfied -

5 Highly Dissatisfied -

CHART 3.1 Satisfaction Level for Training Provided

0

1

2

3

4

5

6

7

8

9

Highly Agree Agree Disagree Highlydisagree

Satisfaction Level for Training Provided

No. of Respondents

59

Analysis and Interpretation:

From the above Chart it can be interpreted that 50% of the employees are highly satisfied with

the training provided for current job and advancement. While 25 % employees are satisfied and

25% employees don‟t have any opinion that is they are neither satisfied nor dissatisfied.

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

improvement.

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2. Do you feel that you can voice your opinion without fear?

CHART 3.2 Response about voicing opinion without fear


From the above Chart it can be interpreted that 15% of the employees highly agreed, 40% of the

employees are agreed ,40% are disagreed while 5% of the employees are highly dissatisfied and

feel that they cannot voice their opinion without fear.

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

0

1

2

3

4

5

6

7

8

9

Highly Agree Agree Disagree Highly Disagree

Responce about voicing opinion without fear

No. of Respondents


1 Highly Agree 3

2 Agree 8

3 Disagree 8

4 Highly Disagree 1

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


1 Yes 17

2 No 3

CHART 3.3 Communication


From the above pie-chart it can be said that 85% of the employees are satisfied with the

communication and believe that the communication provided by the bank is timely and accurate

while 15% employees believe that the communication is not timely and accurate.

85%

15%

Communication

YES NO

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


1 Exceptional 10

2 Very Good 7

3 Average 2

4 Poor 1

CHART 3.3 Superior-Subordinate Relationship


From the above chart it can be said that 50% employees have exceptional relationship with their

superiors, 35% employees have very good relationship,10% have average relationship while only

5% employees have poor relationship with their superiors.

0

2

4

6

8

10

12

Exceptional Very Good Average Poor

Superior-Subordinate Relationship

No. of Respondents

63

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

Sr. No. Particulars No. of Respondents

1 Highly Satisfied 15

2 Satisfied 4

3 Dissatisfied 1

4 Highly dissatisfied 0

CHART 3.5 Safety and Health Standards


From the above chart it can be said that 75% employees are highly satisfied with safety and

health standards of the bank, while 25% employees are satisfied and only 5% employees are

dissatisfied with safety and health standards of the bank.

0

2

4

6

8

10

12

14

16

Highly Satisfied Satisfied Dissatisfied Highly Dissatisfied

Safety and Health Standards

No.of Respondents

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It suggests that the bank has proper and adequate safety and health facilities and management

concerns for employees‟ safety and health.

6. Are you satisfied with the recognition from you get the bank?


1 YES 18

2 NO 2

CHART 3.6 Recognition


From this chart it can be said that 90% of the employees are happy with the recognition what

they receive from the bank, while only 10% employees believe that they are not getting enough

recognition from the bank.

0

2

4

6

8

10

12

14

16

18

20

YES NO

Recognition

No.of Respondents

65

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


0

2

4

6

8

10

12

Excellent Very Good Typical Fair Poor

Performance of the Top Management

No. of Respondents


1 Excellent 8

2 Very Good 10

3 Typical 0

4 Fair 2

5 Poor 0

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From this chart it can be said that 40% employees feel that performance of the top management

is excellent, 50% feel that it is very good and 10% feel that performance of the top management

is quite fair.

It suggests that all the employees are satisfied with the performance of the top management.

8. How do you rate the bank‟s salary structure?


1 Excellent 1

2 Very Good 2

3 Typical 10

4 Fair 1

5 Poor 6

CHART 3.8 Salary Structure


0

2

4

6

8

10

12


Salary Structure

No. of Respondents

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From the chart it can be said that only 5% employees consider bank‟s salary structure as

excellent, 10% employees consider it as very good while 50% employees consider it as typical

and 30% employees believe that it is poor.

It suggests that employees are not as much satisfied with salary structure as other things of the

bank.

9. How do you rate bank on treating all employees and their problems?


1 Excellent 5

2 Very Good 12

3 Typical 0

4 Fair 0

5 Poor 3

CHART 3.9 Treatment of Employees

0

2

4

6

8

10

12

14


Treatment of Employees

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From the chart it can be said that 85% employees are satisfied with how the bank treats

employees and their problems and 60% consider it as very good while only 15% employees are

not satisfied with that and feel that it can be improve.

10. How do you rate bank as a place to work compared with other banks?


1 Excellent 3

2 Good 12

3 Equal 4

4 Poor 1

CHART 3.10 Bank as Workplace Compared to other Banks

0

2

4

6

8

10

12

14

Excellent Good Equal Poor

Bank as Workplace Compared to other Banks

No. of Respondents

69


From the above chart it can be said that 60% employees said that GNSB is good while 15%

employees feel that it is an excellent place to work compared to other banks. While 20%

employee that it is same and only 5% employees feel that is a poor place to work.

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


1 Excellent 10

2 Very Good 5

3 Typical 1

4 Fair 4

5 Poor O

CHART 3.11 About Bank


From the above chart it can be said that 50 % employees rate bank as excellent as all things

considered, 25% employees rate bank as very good, 20% as fair and only 5% employees rate

bank as typical.

0

2

4

6

8

10

12


About BANK

71

Chapter 4

Summary

72

4.1 SUMMARY

This survey has become useful to understand many new aspects of the employees which at times

are ignored by the management. With the help of this survey I was able to understand the

employees behavior in an organization and apart from that the expectations and necessity of the

employees. If the data are used extensively it can help the management to understand the

requirements of the employees and the way they are motivated in the organization. If the

requirements and the expectations are met by the management, the chance of employees leaving

the organization becomes very less and they remain intact with the same organization for the

longer period of time.

As I got the opportunity at Gondal Nagrik Sahakari Bank to learn about Employee satisfaction,

this survey would not only prove to be useful to me but also to the bank to search the employees

who are not satisfied with their own bank. The HR team can therefore consider this as an

opportunity and contact such people, find reasons for their dissatisfaction solve it and can

motivate them to perform their job well and convert them in to ASSETS.

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4.2 FINDINGS:

On the basis of the study and on the basis of the responses that I have received, I have

Derived the following observations and conclusions:

Majority of the employees of GNSB are satisfied with their Job Profile.

Employees have co-operation and co-ordination among superior and subordinate

relationship

Employees are even very co-operative towards us; Summer Trainees.

Employees are also seems to be dedicated towards their Job and Work.

The main problem which I have identified is the employees‟ expectations of salary.

GNSB has strict security and recovery procedure to keep its NPA to the lowest level.

GNSB has achieved 0% net NPA this financial year which provides a great lesson to

learn for other co-operative banks of state

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4.3. SUGGESTIONS

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

The pay structure in GNSB is nominal as it is a co-operative bank compared to the other

nationalized banks so in order to increase satisfaction level of the employees of the bank,

the pay structure should be revised.

GNSB does not have its web site. So bank should develop a its web site in this modern

era.

GNSB can open some new branches in the Gujarat State.

The Development Programs should be increased and the interest level of the employees

should be raised by celebrating various festivals.

The infrastructure should be made world class in order to get hold over the competitors

and attract the people to work in an exclusive environment

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BIBLIOGRAPHY

BOOKS

Sr. No. Particulars

1 Human Resource Management, Dessler and Varkkey, 11th edition, Pearson

Publication

76

ANNEXURE

EMPLOYEE QUESTIONNAIRE

GNSB

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

Strongly Satisfied

Satisfied

Neutral

Dissatisfied

Highly Dissatisfied

2) Do you feel that you can voice your opinion without fear?

Highly Agree

Agree

Disagree

Highly Disagree

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

Yes

No

4) How is superior-subordinate relationship in your bank?

Exceptional

Very Good

Average

Poor

5) Are you satisfied with the safety and health standard of the bank?

77

Highly Agree

Agree

Disagree

Highly Disagree

6) Are you satisfied with the recognition you get from the bank?

Yes

No

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

Excellent

Very Good

Typical

Fair

Poor

8) How do you rate the bank‟s salary structure?

Excellent

Very Good

Typical

Fair

Poor

9) How do you rate the bank on treating all employees and their problems?

Excellent

Very Good

Typical

78

Fair

Poor

10) How do you rate the bank as a place to work compared with other banks?

Excellent

Good

Equal

Poor

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

Excellent

Very Good

Typical

Fair

Poor

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