Professional Documents
Culture Documents
Introduction
1.1 Employee Satisfaction
Job satisfaction or employee satisfaction has been defined in many different ways. Some believe
it is simply how content an individual is with his or her job, in other words, whether or not they
like the job or individual aspects or facets of jobs, such as nature of work or supervision. Others
believe it is not as simplistic as this definition suggests and instead that multidimensional
psychological responses to one's job are involved. Researchers have also noted that job
satisfaction measures vary in the extent to which they measure feelings about the job (affective
job satisfaction) or cognitions about the job (cognitive job satisfaction). Employee satisfaction is
closely related to productivity which is then related to firm profitability. Employee satisfaction
has a positive persuade on organizational performance. Beside this, firm profitability has a
reasonable non-recursive effect on employee satisfaction. Employee satisfaction plays a
considerable role in enhancing the firm profitability and improving operational performance of
organizations and quality of goods and services. There is no doubt in it that employee
satisfaction is critical to attain quality and profitability in organization. Employee satisfaction
impacts quality at industry, to achieve quality and profitability at organization, employee
satisfaction is fundamental and without it, organization cannot think of being successful. An
imperative relationship exists between employee and organization. This employee organization
relationship plays an important role in success of any organization. There is a need of
developments in it. Managers are believed to develop a role relationship in which actions and
decisions should promote the interest of organization. Employee involvement and contributions
in organization is outcome of the interest. The quality of employee organization relationship
requires fulfillment of needs, quality of interaction, adaptability and identification. Employee
empowerment is also an effective way of satisfying them. When employees are given employee
empowerment, then it leads to job satisfaction. Employee satisfaction is in fact job satisfaction.
Job satisfaction is an important job organization factor. Both of them are significantly related.
Therefore, it is necessary to maintain job satisfaction so that employees can be motivated.
Stressful work conditions and long hours can be manageable if work relationships are friendly
and everyone feels respected. Personalities are not always going to mesh harmoniously, but
while at work it is critical to keep interactions between employees and supervisors pleasant and
respectful. Regular one-on-one meetings and completely open lines of communication can be
most effective in establishing a respect between employees and their immediate supervisors.
In order to run an organization most efficiently, employees must feel a sense of satisfaction
within their jobs. Managers should strive to recognize each employee for the talents and
contributions they are able to bring to the job and reward them accordingly. Effective
communication and job security play an imperative part in employees knowing they are
respected and appreciated, which leads to an overall more successful business.
1.4 Methodology
Data collection is the process of gathering and measuring information on variables of interest, in
an established systematic fashion that enables one to answer stated research questions, test
hypotheses, and evaluate outcomes. Data Collection is an important aspect of any type of
research study. Inaccurate data collection can impact the results of a study and ultimately lead to
invalid results. Data collection methods for impact evaluation vary along a continuum.
The method used in this survey research for data analysis is the primary source of data. The
questionnaire comprising of closed-ended questions was used to collect the data required. There
were 23 respondents belonging to different age group and gender for the survey research.
The sample drawn for this research is representative of the population i.e. only
respondents were considered which might not be sufficient to make decisions related to
research objective
The information provided by the respondents may not be correct since most of them were
in a hurry and had lack of information.
Chapter II
Introduction to organization
2.1 Introduction to Citizen international Bank
Citizens Bank International Limited is a Nepalese bank headquartered in Kathmandu, Nepal.
Massive changes and developments have taken place during the past two decades in the financial
sector. Amidst all these changes, Liberalization, Privatization and Globalization in this sector
have given birth to one of the largest commercial bank, Citizens Bank International Ltd. for
economic growth and development of New Nepal. The Bank is located at Sharada Sadan,
Kamaladi, Kathmandu, the heart of financial sector of the country. Massive changes and
developments have taken place during the past two decades in the financial sector. Amidst all
these changes, for economic growth and development of New Nepal, Liberalization,
Privatization and Globalization in this sector has given birth to the largest commercial bank,
Citizens Bank International Ltd. The Bank is located at Sharada Sadan, Kamaladi, Kathmandu,
the heart of financial sector of the country. It is promoted by eminent personalities/business and
industrial houses and reputed individual having high social standing. It is managed by a team of
experienced bankers and professionals.
2.2 Vision
To be the leading bank known for its service excellence in the region.
2.3 Mission
To be a trustworthy partner for the progress of individuals and institutions by designing,
producing and delivering the best financial solutions.
Service Excellence
We promise to deliver customer centered products and services par excellence.
Human Resource
We employ bright, honest, helpful and pleasant people. We nurture and empower them to achieve
their full potential.
Corporate Governance
We believe in being accountable, conducting business ethically and maintaining transparency.
Social Responsibility
We are committed to take social initiatives for the development of the nation.
Chapter III
Data Analysis
Data analysis and interpretation:
Frequency
Percent
Male
16
69.6
Female
30.4
Total
23
100.0
From the above table, we can find that out of the 23 employee who filled the questionnaire on
employee satisfaction survey, 16 were male and rest 7 were female representing 69.6% of male
and 30.4% as females.
Table: 2 Distribution by position
Position
Frequency
Percent
Non manager
19
82.6
Manager
17.4
Total
23
100.0
In the above table, the number of managers is 4 while that of non manager is 19. Despite the
questionnaire was distributed to larger no. of managerial position, only 4 participated in the
survey. This shows that managers are more reluctant to provide information regarding their
satisfaction on the job compared to non managers.
No
Total
100.0%
.0%
100.0%
Count
77.8%
22.2%
100.0%
Count
11
%
Count
54.5%
15
45.5%
7
100.0%
22
68.2%
31.8%
100.0%
3 and above
Total
The above table represents the number of satisfied and unsatisfied customer with respect to the
duration of work experience in this bank. Out of the 22 employee who responded regarding the
satisfaction with working in the surveyed bank, about 15 replied that they were somewhat
satisfied with the bank and the remaining 7 said they are completely unsatisfied in the bank. Of
the satisfied employee, 2 out of 2, below one years of experience, claim that they were satisfied
with the bank. In the category of employee working 1 to 3 years in the bank 7 employee were
satisfied out of the 9 employee who fall under this category. And the employee with the
experiences of above 3 years, 6 representing the 54.5% were somewhat satisfied working in this
bank.
Chi-square
Pearsons Chi-square: 2.258
P value = 0.323
Alpha () = 0.05
Discussions:
From the above table and p value we can see that there is significant relationship between
duration of working in the bank and the satisfaction level of the employee. From the table, we
can see that the customer percentage of satisfaction has fall with the rise in the duration of work
in the bank. This establishes a negative relationship between duration of work in the bank and the
satisfaction level. When people work in the same bank for the long duration, they are less
satisfied compared to when they had joined the bank.
Non manager
Manager
Total
Yes
No
Total
Count
11
18
% within Position
61.1%
38.9%
100.0%
Count
% within Position
Count
100.0%
15
.0%
7
100.0%
22
% within Position
68.2%
31.8%
100.0%
The above table shows the customer satisfaction with the position of the bank. Of the total of 18
non managers surveyed, 11 are satisfied while 7 are unsatisfied. Of these non managers, 61.1%
are satisfied workings in the bank while 38.9% are unsatisfied working with the bank. On the
other hand, of the 4 managers surveyed 4 managers representing 100 percent are satisfied.
Pearsons Chi-square value = 2.281
P value = 0.13
Discussions:
On the basis of the p value and alpha value, we have a sufficient evidence to conclude that exist a
significant relationship between employee satisfaction and the job position. On the basis of
above table we can see that the percentage of managers satisfied is higher than that of non
managers. There may be various reason behind higher satisfaction among the managers
compared to the non managers. The higher incentives and benefits, provision of managerial
development to the top level executives, decision making power, and proper channel of
communication with top executives may be the reason for the higher satisfaction among the
managers.
Independent Sample t-test
Position and monthly salary
F
Equal variances assumed .314
Monthly Pay Equal
assumed
variances
not
Sig.
Df
Sig. (2-tailed)
.581
-3.293
21
.003
-3.973
5.500
.009
The above table checks for the significance differences between the monthly pay and the position
of the employee. It checks whether there is a significant differences in the pay of employee as
per the positions or not. In the above table the p value (0.581) is greater than the alpha value
(0.05). This shows that there is significant differences in employee pay as per the employee
positions.
Discussions
On the basis of the result of analysis between employee monthly pay and the position of the
employee, we can see that the employees with higher position are paid more salary compared to
the lower level. There exist old based pay system rather than modern pay system to base the
monthly pay on the performance basis rather than on the basis of the position of the employee.
Even though the management has claimed the performance based pay system is used to
remunerate the employee, the survey result shows that the employee pay is based on the position
of the employee. However the bank has used rewards system so as to praise and motivate the
employee with the optimal performances.
Gender and monthly pay
Independent Samples
Levene's Test for Equality of
Variances
F
Monthly Pay Equal variances assumed 1.789
Equal
variances
Sig.
Df
Sig. (2-tailed)
.195
-.130
21
.898
-.113
8.776
.912
not
assumed
The above table represents the t test to check the significance differences in the monthly pay
and the gender. In the above table p value is greater than that of the alpha value at 5% level of
significance. So, we have sufficient evidence to conclude that there is a significant difference
between the pay of male and female employee of the bank.
Discussions:
On the basis of above table we can see that there is difference in the pay of male and female.
Especially the pay scale of female is less compared to male. There are various reasons for such
differences. Some of them are:
The managerial level is hold by the male population. So the pay of the male would be
higher than that of females.
Most of the female employees employed are in the entry level especially in the front desk
activities which are the lowest level job with lower pay scales.
Test
for
Equality of Variances
Monthly Equal
Pay
variances
assumed
Sig.
df
tailed)
1.427
.246
1.909
20
.071
(2-
Minimum
Maximum
Mean
Std. Deviation
23
2.61
1.406
3.96
1.224
career
3.55
1.371
opportunity
development 23
23
3.43
1.343
employee morale
22
3.05
1.253
better salary
23
4.26
1.054
The above table shows the employee satisfaction level with the different elements of job
satisfaction. It is measured from 1 to 5 scale where 1 represent strongly unsatisfied and five
represent the strongly satisfied with different elements of employee job satisfaction. The scale 3
is the neutral point. Any score below 3 shows the unsatisfied with that particular element while
the score above 3 represents the satisfaction level with that very element. From the above table
we can see that employees are satisfied with the pay scale, constructive feedback from top
executives and communication channel. However, the stress management by the organization
and the opportunity for the growth is not to the mark to satisfy the customer. Employees are
neutral regarding the supportive environment to balance the personal and professional lifes.
Discussion:
In terms of the level of satisfaction, the employees seem to be somehow satisfied working in the
bank. They had represented their satisfaction in three elements while the dissatisfaction is
represented in two elements and indifference in only one aspect of employee satisfaction. Also
the table shows that the management of citizen bank is cooperative and they give more feedback
to their subordinates for the job performances. This positive and constructive feedback also
represents the highest level of customer satisfaction. To check the validity of responses we try to
average the satisfaction in other six aspects and compare it with the mean satisfaction of
employee as shown in the above table. The mean of all six aspect of customer satisfaction is 3.09
while the average of satisfaction as represented by the employee is 3.13 which is approximately
the same. So this measure gives us the insight that the statement we took to measure employee
satisfaction is valid and proved in mathematical expressions as well.
Correlation Matrix
Receive
useful
supporting
and
environme proper
construct Rewards nt
Paid
Satisfied
with
job
Satisfied with the job
seniors
.
298(.167)
.
1
useful
constructive
and
feedback
of
communicatio
performa personal
nces
life
mgmt
stress
managemet
8)
Receive
.
1
ive
to channel
.577**(.004)
6)
.
340(.113)
.000(1)
.501*(.015)
.536**(.008)
from seniors
Reward are based on the
performances
supporting environment
.319(.137)
.372(.080)
.695**(.000)
of
communication between
top and low level mgmt
proper stress managemet
Receive
useful
supporting
and
environme proper
construct Rewards nt
Paid
Satisfied
with
job
Satisfied with the job
seniors
.
298(.167)
.
1
useful
constructive
and
feedback
of
communicatio
performa personal
nces
life
mgmt
stress
managemet
8)
Receive
.
1
ive
to channel
.577**(.004)
6)
.
340(.113)
.000(1)
.501*(.015)
.536**(.008)
from seniors
Reward are based on the
performances
supporting environment
.319(.137)
.372(.080)
.695**(.000)
of
communication between
top and low level mgmt
proper stress managemet
The above table represents the correlation between different variables used for the measurement
of customer satisfaction. We try to check whether there exists the relationship between each
other. For the purpose of this we only represent the relation with the customer satisfaction and
the other variables for the measurement of employee satisfaction. We will discuss the relation in
the following points:
There is a significant relationship between the fair salary and employee satisfaction working
in the bank. This explains that if the employee perceives that they are receiving the fair salary
from the bank; they are satisfied working in the bank. So the bank should try to meet the
expectation of employee regarding the fair salary they consider doing a particular work.
There is considerable relationship between employee satisfaction and the rewards based on
performances. This shows that if the rewards are based on the performances, customer
perceive high level of satisfaction and if the rewards are based on nepotism and personal
relation basis, employee exhibit high level of dissatisfaction.
The employee satisfaction is the function of environment that balances personal and
professional life. If the job balances the relationship between professional life, employee are
satisfied working in the job else not.
The employee satisfaction is dependent on the communication channel between top and
lower level of management. If there is proper communication channel between these two
levels, employees are satisfied working in the present job but if there is not well defined
channel, employee show up their dissatisfaction.
The employee satisfaction is also following the stress management in organization. If stress
is managed properly, employees are satisfied.
Chapter IV
Conclusion and Findings
Employee satisfaction plays a considerable role in enhancing the firm profitability and improving
operational performance of organizations and quality of goods and services. There is no doubt in
it that employee satisfaction is critical to attain quality and profitability in organization.
Employee satisfaction impacts quality at industry, to achieve quality and profitability at
organization, employee satisfaction is fundamental and without it, organization cannot think of
being successful. Employee satisfaction is very important to increase the productivity of the
organization. This study attempts to find the satisfaction level of the employee of the citizen
bank. Questionnaire was distributed among the employee of the bank to know their perception
and satisfaction level. Various were identified form our research.
Major Findings:
During the course of the survey and after the detail analysis of data so obtained from the survey,
we have found out the following relating to the employee satisfaction of Citizen International
Bank Limited:
There are more male employees working in this bank compared to the females. Also of
female employee most of them are working in non managerial position especially in front
desks like cash deposits and withdrawal, customer services or help desks.
The top executive are usually not interested to fill the questionnaire they are requested to
regarding employee satisfaction compared to that of non managerial staff.
There exists a negative relationship between duration of work in the bank and employee
satisfaction. The more the employee work in a particular bank, the more dissatisfied
he/she is.
Top executives are more satisfied compared to the lower level managers.
The employee pay is based on the gender and the position he/she holds in any
organizations.
The employee satisfaction is based on the employee monthly pay.
Employees are more satisfied with the monthly salary offered by the bank and
coordination among the employee. However they are unsatisfied with the flexible work
time in this bank.
Employees of this bank they are receiving constructive feedback and fair salary from the
bank but they believe that the stress management and employee morale is low working in
this bank.
Except for the constructive feedback, all other variables have a positive relationship with
employee satisfaction working in this bank.