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A RESEARCH REPORTON
EMPLOYEES SATISFACTION IN HDFC BANK LTD
SUBMITTED TOWARDS THE PARTIAL FULFILLMENT
OF THE REQUIREMENT FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION(ACADEMIC SESSION: 2009-2011)
SUBMITTED TO: SUBMITTED BY:
Prof. Su!" C#$r$%$r!" NEHA &A'RAMBA (* I+)Ro,, No.-09100029
ABES INSTITUTE OF BUSINESS MANA/EMENT/HAIABAD
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STUDENT DECLARATION
I, Khushboo Gupta hereby declare that the report entitled EMPLOYEES
SATISFACTION IN HDFC BANK LTD.that has been submitted to ABES IT Group
of insiu!" G#$%i$&$' has been my original and bonafied work. I also herby certify that
the work has not been carried by any other person in the area to best of my knowledge.
KHUSHBOO GUPTA
MBA I(# s!). Ro** no+ ,-/,0,,/-
ACKNO1LEDGEMENT
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hen a person , guide and co!operated his or her heart is bound to pay gratitude."
It is not a single man"s effort which is sufficient for the accomplishment of a #esearch.
$arious factors, situations and persons integrate to pro%ide the background for
accomplishment of a task re&uires the effort of so many people and the work is no
different.
I acknowledge here the names of those people who ha%e been instrumental in
preparation of this #esearch.
I am sincerely indebted to PROF. SUKTI CHAKRABARTI for her %aluable
suggestion and inspiration to undergo this study and her unstilted help which he ga%e
for the completion of this #esearch.
'y grateful thanks are also due to %arious others technocrats, who inspire of there
multifarious pre!occupation, were kind enough to spare time to grant me personal help
and others cooperati%e acti%ities. I would also like to thanks co!operation for pro%iding
the organi(ational effecti%eness study in banks and supplemental information used in
this study.
KHUSHBOO GUPTA.
ABSTRACT
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*his study focuses on effecti%eness of +employees satisfaction at -/ 0K
3*-. *o identify the relationship between super%isor and sub!ordinates. *o
identify the facilities and working conditions in the organi(ation. *o identify the
training programmers organi(ed by company for the workers. *o study the
engagement acti%ities.
*his study in%estigated the le%els of employees4 satisfaction with human resource
management 5#'6 practices differences in satisfaction between employee
groups. It emerges that while the le%els of employees4 satisfaction with
performance appraisals, staffing and pay were between high and moderate, le%els
of satisfaction regarding training and de%elopment were low. 7mployees4
satisfaction le%els with #' %aried according to personal characteristics
including gender, age, education, position, working years and registration status.
*he implications of the research findings with regard to the a%enue for further
research and #'
nswers from 89 employees sur%eyed in a utility +-/ 0ank 3td. company
were analy(ed to e:plore the impacts of personality traits on employee
satisfaction. greeableness was found to ha%e positi%e effects on satisfaction,
neuroticism negati%ely affects satisfaction of employees. Implications of
satisfaction on the attitude of employees toward the -/ 0ank , particularly on
their affecti%e commitment, are e:amined.
e e:amine whether self!reported employee satisfaction is associated with higher
companies %aluation and producti%ity. *hus, successful efforts in increasing
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employee satisfaction appear to enhance o%erall firm producti%ity, which is
subse&uently rewarded by in%estors through higher e&uity %alues.
TABLE OF CONTENT
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#*I/?3#< >G7 =.
1. cknowledgement 3
2. bstract 4-5
). *able =f /ontent 6
8. Introduction *o >ro@ect
!ob@ecti%es of study
!scope of study
!significance of study
!company profile
7-20
21
22
23
25-39
;. 3iterature re%iew 40-44
A. #esearch 'ethodology 45-51B. -ata nalysis and *abulation 52-55
C. -ata Interpretation 56-67
D. indings. 68-69
19. 3imitations. 70
11. #ecommendations and suggestions. 71-73
12. Conclusion. 74-76
1). 0ibliography. 77-79
18. nne:ure. 80-84
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INTRODUCTION
INTRODUCTION
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7mployee satisfaction is the terminology used to describe whether employees are happy,
contented and fulfilling their desires and needs at work. 'any measures support that
employee satisfaction is a factor in employee moti%ation, employee goal achie%ement,
and positi%e employee morale in the workplace.
7mployee satisfaction, while generally a positi%e in your organi(ation, can also be a
downer if mediocre employees stay because they are satisfied with your work
en%ironment.
-/ 0K 3*- is a pri%ate 0ank in India that pro%ides all kinds of banking facilities
to the citi(ens of India. It is fluffy owned by -/ 3*-. It is the second largest pri%ate
sector 0ank in India.
7mployee satisfaction is a measure of how happy workers are with their @ob and working
en%ironment. Keeping morale high among worker can be of tremendous benefit to -/
0ank as happy workers will be more likely to produce more, take fewer days off, and stay
loyal to the 0ank. *here are many factors in impro%ing or maintaining high employee
satisfaction, which wise employers would do well to implement.
*o measure employee"s satisfaction, many 0anks will ha%e mandatory sur%eys or face!to!
face meetings with employees to gain information. 0oth of these tactics ha%e pros and
cons, and should be chosen carefully.
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7mployee satisfaction is a measure of how happy workers are with their @ob and working
en%ironment. Keeping morale high among worker can be of tremendous benefit to any
company, as happy workers will be more likely to produce more, take fewer days off, and
stay loyal to the company. *here are many factors in impro%ing or maintaining high
employee satisfaction, which wise employers would do well to implement.
*o measure employee"s satisfaction, many companies will ha%e mandatory sur%eys or
face!to! face meetings with employees to gain information. 0oth of these tactics ha%e
pros and cons, and should be chosen carefully.
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E)p*o2!! s$isf$3ion, it can be statistically pro%ed is directly correlated to customer
satisfaction. E)p*o2!! s$isf$3ion sur%eys are aimed at gauging the employees"
attitudes towards their @obs. ot only do satisfied employees ensure satisfied customersE
when retaining people is such a challenge, it is not enough to try and keep them happy,
employees must feel it too. +ow can one hope to implement a retention strategy if one
n employee satisfaction sur%ey, therefore, tracks the return on in%estments in keeping
the people within an organi(ation happyF high salaries, a &uality culture, healthy
en%ironment. It has been rightly said that, +erform. 0ut the only
way to find out if they are is through a sur%ey.
D!finiion+
7mployee satisfaction is the terminology used to describe whether employees are happy
and contented and fulfilling their desires and needs at work. 'any measures purport that
employee satisfaction is a factor in employee moti%ation, employee goal achie%ement,
and positi%e employee morale in the workplace.
7mployee satisfaction, while generally a positi%e in your organi(ation, can also be a
downer if mediocre employees stay because they are satisfied with your work
en%ironment.
*he company4s 5-/ 0ank6 ability to fulfill the physical, emotional, and psychological
needs of its employees.
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appy, satisfied employees are the most attenti%e and helpful to the customers. n
employee with a positi%e attitude is contagious and can change the attitude of e%ery staff
member they are around. owe%er, @ust as a positi%e mind set is easily spread, so is a
negati%e one. If a member of the team is unhappy, watch out is or her negati%es alike.
*hese pessimistic employees can breed an atmosphere of low morale. *his will lead to
decreased producti%ity, higher than normal turno%er and unproducti%e time spent
gossiping and complaining. *he e:pense of training each new employee so they may
e:cel is lost when they lea%e to work at some other organi(ation because the atmosphere
organi(ation. *his is where competent attitude can become infectious, contaminating.
7mployee satisfaction is a measure of how happy workers are with their @ob and working
en%ironment. Keeping morale high among workers can be of tremendous benefit to any
company, as happy workers will be more likely to produce more, take fewer days off, and
stay loyal to the company. *here are many factors in impro%ing or maintaining high
employee satisfaction, which wise employers would do well to implement.
7mployee satisfaction is a main function of the # -epartment in a company. It4s
also a challenge for management as well as a significant factor in order to
maintain good employee relations. *his information is really helpful to me and
my research. !
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and a mere piece of paper. *hey can also be linked to appraisals 5see *ime 'erlin6
and e%entually result in better organi(ation and happier employees.
EMPLOYEE SATISFACTION RESEARCHF
In an annual report, the ser%ice pro%ider lists the total number of !)p*o2!!
contacts, le%el of acti%ity, and the le%el of s$isf$3ionwith the ser%ices pro%ided.
*he !)p*o2!!snames and not included in the data pro%ided to the employer.
hen pursuing teaching opportunities, these preferences might include %ariables
related to o%erall !)p*o2!! s$isf$3ion, such as recei%ing a competiti%e salary
and benefits package, or working in an intellectually challenging setting.
REASON FOR SELECTION OF THIS TOPICF
*he financial sector is one of the booming and increasing sectors in India. *he >ersonal
0anker are one of the most powerful, efficient and effecti%e channel through which the
company sales its %arious types of financial products and company takes operational
work also. It is really difficult to con%ince customers and sell a single product and
accomplish operational work. hereas in my entire pro@ect work I found my interest in
working in a team, dealing with customers and finally con%incing them to buy a product.
IMPORTANCE TO THE COMPANY+
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*he ultimate purpose of gi%ing me this topic was to know about the customer"s
perceptions about the different products of the bank, and to know about operational
process. how these products can attract them and how the company can generate
ma:imum profit by con%incing them through personal banker and to better understand
customer re&uirement and to understand operational methodology.
LEARNING FROM THE STUDY+
*he process of bank related transaction, bank related %arious terms, work en%ironment of
-/ 0ank. -ifferent products and ser%ices pro%ided by the bank. /ustomers"
perception about the different products. *he brand image of the bank. hat are the
problems faced by customer on daily basis. ow to communicate with the customers.
-ifferent techni&ues of dealing with the customers. ow to con%ince and con%ert a
customer into a real customer. and at the last how to better response to the customer
problem.
THE STATE OF EMPLOYEE SATISFACTION
1)
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lthough committed and loyal employees are the most influential factor to becoming an
employer of choice, it4s no surprise that companies and organi(ations face significant
challenges in de%eloping energi(ed and engaged workforces. owe%er, there is plenty of
research to show that increased employee commitment and trust in leadership can
positi%ely impact the company4s bottom line. In fact, the true potential of an organi(ation
can only be reali(ed when the producti%ity le%el of all indi%iduals and teams are fully
aligned, committed and energi(ed to successfully accomplish the goals of the
organi(ation.
s a result, the goal of e%ery company should be to impro%e the desire of employees to
stay in the relationship they ha%e with the company. hen companies understand and
manage employee loyalty ! rather than retention specifically ! they can reap benefits on
both sides of the balance sheet i.e., re%enues and costs.
=ne of the key steps to understanding and impro%ing employee loyalty is by
acknowledging the importance of the following factors in building loyalty and
satisfactionF
0roadly!defined responsibilities rather than narrowly!defined @ob functions
7ffecti%e and regular performance e%aluations, both formally and informally
corporate emphasis on employee learning, de%elopment and growth
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ide!ranging employee participation in the organi(ation as a whole
*ypically, a combination of factors influences employees4 decisions to stay at their
current @ob. /ontributing factors include satisfying work, a sense of @ob security, clear
opportunities for ad%ancement, a compelling corporate mission combined with the ability
to contribute to the organi(ation4s success, and a feeling that their skills are being.
THEORIES OF EMPLOYEE SATISFACTION ARE:
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14 NEED FULFILLMENT THEORY+
ccording to this theory a person is satisfied when he gets training from his Job
what he wants. *he more he wants something or the more important it is to him, the more
satisfied he is when he recei%ed it. In other words, +Job
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of the effects of community features on @ob satisfaction re%ealed that workers li%ing in a
well to a neighborhood felt.
7.4 T1O FACTOR THEORY
rederick her(berg and his colleagues de%eloped the two factor theory satisfaction
and dissatisfaction are interdependent of each other and e:ist on a separate continuums.
se%eral studies designed to test the two factor theory pro%ed little support to this theory.
*he same factor may ser%e as a satisfied for one but a dissatisfied for another. It appears
from this theory that a person can be satisfied and dissatisfied at the same time.
84. DISCREPANCY THEORY+
ccording to this theory @ob satisfied depends upon what a person actually recei%es from
his @ob and what he e:pects to recei%ed. hen the reward actually recei%ed are less than
the e:pected rewards but causes dissatisfied. in other wards, satisfaction is dissatisfaction
between what one actually recei%ed.
94. SOCIAL REFERANCE GROUP THEORY+
*he social reference group theory is similar to the need fulfillment theory e:cept than it
1B
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takes into account not the desires, needs and interests of the gi%en indi%idual but rather
the point of %iew and the opinion of the groups to whom the indi%idual looks for
guidance.
1C
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I)p$3 of 3!r$in f$3ors on E)p*o2!! s$isf$3ion
0y creating an en%ironment in which people ha%e an impact on the decisions and actions,
that positi%ely affect their feelings about their @ob and their organi(ation, the employee
may become satisfy and get in%ol%ed in the @ob and the organi(ation. =rgani(ation often
intend to work on certain dynamics, which should put positi%e impact on the label of
satisfaction of the employee.
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Pro)oion
It is confirmed response that promotion gi%es satisfaction. ence looking more into
se%eral issues pertaining to promotion can certainly clarify this hypothesis.
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OB>ECTI(ES
*he ob@ecti%es of the study as followF
*o identify the factor which impro%e the satisfaction le%el of employees.
*o know the 7mployees satisfaction towards the facilities.
*o analy(e the work related stress.
*o study that attitude of employees toward their work and @ob security.
*o find out how much employees are participating in decision making.
*o find out how much employees are satisfied with their salary le%el.
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SCOPE OF THE STUDY
*he labor in%estigation committee! anything done for intellectual physical, moral and
economic betterment of the workers, weather, by employers or go%ernment or other
agencies o%er and abo%e what is normally e:pected on the part of the contracted benefits
for which workers may ha%e bargained. *he committee on labor welfare! today, welfare
is generally accepted by employers. *he state steps into widen the area of the
applicability only. elfare is being looked at as social right of workers. *he committee
described it as a social security measures that contribute to impro%e the condition under
which workers are employed in India. 51DAD report6 labor welfare includes both statutory
as well as non statutory acti%ities undertaken by the employers, trade union both the
central state go%ernment for the physical mental de%elopment of workers.
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IMPORTANCE OF THE STUDY
7mployee satisfaction is supremely important in an organi(ation because it is what
producti%ity depends on. If your employees are satisfied they would produce superior
&uality performance in optimal time and lead to growing profits.
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1#2 o su'2 $&ou !)p*o2!!s s$isf$3ion
In my point of %iew, study of +!)p*o2!!s s$isf$3ion helps the company to maintain a
standards and increase producti%ity by moti%ating the employees this study tell us how
much the employees are capable and their interest at work placeL hat are the things still
to be satisfy to the employees. lthough +uman #ecourses are the most important
resources for any organi(ation so to study on employees satisfaction helps to know the
working condition and what are the thing that affects them not to work properly. lways
ma@ority of done by the machines but without any manual moments nothing can be done.
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COMPANY PROFILE
2;
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HISTORY OF HDFC BANK
/ompanyIntroduction
-/ 0ank is one of the leading pri%ate 0ank in India. =ne of the first 0ank who ha%e
its # operations Iractices and for being the 0est 7mployer. *he 0ank has grown with the strength of
)9,999.
*he ousing -e%elopment inance /orporation 3imited 5-/6 was amongst the first
to recei%e an 4in principle4 appro%al from the #eser%e 0ank of India 5#0I6 to set up a
bank in the pri%ate sector, as part of the #0I4s liberali(ation of the Indian 0anking
Industry in 1DD8. *he bank was incorporated in ugust 1DD8 in the name of 4-/ 0ank
3imited4, with its registered office in 'umbai, India.
ounded in 1DBB by hasmukh bhai parakh.
-/ 0ank was incorporated in ugust 1DD8.
mong the first in new generation commercial 0anks.
#egistered office in 'umbai, India.
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>romoted by -/, the parent company.
I=> in India in 1DD;.
3isted in 7
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reputation, large shareholder base and uni&ue consumer franchise, -/ was ideally
positioned to promote a bank in the Indian en%ironment.
BUSINESS FOCUS
-/ 0ank4s mission is to be a orld!/lass Indian 0ank. *he ob@ecti%e is to build
sound customer franchises across distinct businesses so as to be the preferred pro%ider of
banking ser%ices for target retail and wholesale customer segments, and to achie%e
healthy growth in profitability, consistent with the bank4s risk appetite. *he bank is
committed to maintain the highest le%el of ethical standards, professional integrity,
corporate go%ernance and regulatory compliance. -/ 0ank4s business philosophy is
based on four core %alues ! =perational 7:cellence, /ustomer ocus, >roduct 3eadership
and >eople.
2C
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PROFILE OF HDFC BANK LTD.
TypeF >ublic
oundedF 1DD8.
ead&uartersF -/ 0ank 3td.
'umbai, India.
IndustryF 0anking, Insurance
/apital market and allied industries
.
>roductsF 3oan, credit cards, sa%ing,
in%estment %ehicles, insurance etc.
ebsiteF www.hdfcbank.com
2D
http://www.hdfcbank.com/http://www.hdfcbank.com/ -
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DISTRIBUTION NET1ORK
-/ 0ank head&uartered is in 'umbai. *he 0ank at present has an en%iable network
of o%er 122D branches spread o%er 888 cities across India. ll branches are linked on an
online real!time basis. /ustomers in o%er 129 locations are also ser%iced through
*elephone 0anking. *he 0ank4s e:pansion plans take into account the need to ha%e a
presence in all ma@or industrial and commercial centers where its corporate customers are
located as well as the need to build a strong retail customer base for both deposits and
loan products. 0eing a clearingsettlement bank to %arious leading stock e:changes, the
0ank has branches in the centers where the
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)2B cities in India.
ll branches are =3#* connected.
1A branches in middle east
A in frica #eprehensi%e offices in ong Kong, ew Mork, 3ondon and
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*o build sound customer franchise across distinct businesses
BUSINESS STRATEGY
Increasing market share in India"s e:pending 0anking.
-eli%ering high &uality customer ser%ice.
-eli%ering more products to more customers.
'aintaining current high standards for asset &uality through disciplined credit risk
management.
-e%elop inno%ati%e product and ser%ices that attract targeted customer and
address inefficiencies in the India financial sector.
)2
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PRODUCT SCOPE
-/ 0ank offers a bunch of products and ser%ices to meet the e%ery need of the people.
*he company cares for both, indi%iduals as well as corporate and small and medium
enterprises. or indi%iduals, the company has a range accounts, in%estment, and pension
scheme, different types of loans and cards that assist the customers. *he customers can
choose the suitable one from a range of products which will suit their life!stage and
needs. or organi(ations the company has a host of customi(ed solutions that range from
funded ser%ices, on!funded ser%ices, $alue addition ser%ices, 'utual fund etc. *hese
affordable plans apart from pro%iding long term %alue to the employees help in enhancing
goodwill of the company. *he products of the company are categori(ed into %arious
sections which are as followsF
PRODUCT AND SER(ICES+
*ra%elers che&ues
))
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/redit cards
ome loan
>ersonal loan
oreign currency cash
oreign currency demand draft
/he&ues deposits
*rade ser%ices mutual fund
Insurance
)8
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BRAND PERSONALITY
-/ 0rand identity based on consumer perception and group aspiration.
Knowledgeable of the latest business practicesE has incorporated the best but
0elie%es that ultimately successful business decisions are based on instincts
ratherthan logical processes.
$alues Indian traditional and rituals.
-/ is the &uintessential Indian entrepreneur in touch with the global world.
/onstantly looking for new opportunities to grow business and make money.
0elie%es in no guts, no glory".
-/ is seen as a leader in their field, not only in thoughts but also in their
bility to spot opportunities and build on them.
MAKING OF A BRAND
);
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CAPITAL STRUCTURE
*he authori(ed capital of -/ 0ank is #s;;9 crore 5#s;.; billion6. *he paid!up capital
is #s828.A crore 5#s.8.2 billion6. *he -/ Group holds 1D.8H of the bank4s e&uity and
about 1B.AH of the e&uity is held by the -< -epository 5in respect of the bank4s
merican -epository
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regulatory compliance. -/ 0ank4s business philosophy is based on four core %alues !
=perational
7:cellence, /ustomer ocus, >roduct 3eadership and >eople.
ACHIE(EMENTS
-/ 0K merged with times 0ank in 2999.
-/ 0ank wins the sian 0anker best #etail 0ank in India ward 299C for
outstanding performance.
-/ 0ank chosen as one of sia pacifies best so companies by orbes
maga(ine.
0est 0ank in the pri%ate sector 299C.
-/ 0ank ties up with &uarter ational 0ank.
)C
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TECHNOLOGY
-/ 0ank operates in a highly automated en%ironment in terms of information
technology and communication systems. ll the bank4s branches ha%e online
connecti%ity, which enables the bank to offer speedy funds transfer facilities to its
customers. 'ulti!branch access is also pro%ided to retail customers through the branch
network and utomated *eller 'achines 5*'s6. *he 0ank has made substantial efforts
and in%estments in ac&uiring the best technology a%ailable internationally, to build the
infrastructure for a world class bank. *he 0ank4s business is supported by scalable and
robust systems which ensure that our clients always get the finest ser%ices we offer. *he
0ank has prioriti(ed its engagement in technology and the internet as one
-/ 0ank operates in a highly automated en%ironment in terms of information
technology and communication systems. ll the bank4s branches ha%e online
)D
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connecti%ity, which enables the bank to offer speedy funds transfer facilities to its
customers. 'ulti!branch access is also pro%ided to retail customers through the branch
network and utomated *eller 'achines 5*'s6. *he 0ank has made substantial efforts
and in%estments in ac&uiring the best technology a%ailable internationally, to build the
infrastructure for a world class bank. *he 0ank4s business is supported by scalable and
robust systems which ensure that our clients always get the finest ser%ices we offer. *he
0ank has prioriti(ed its engagement in technology and the internet as one of its key goals
and has already made significant progress.
REVIEW OF LITERATURE
89
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RE(IE1 OF LITERATURE
>aul 3. Gerhardt, Jr. *he King /ounty 3ibrary
5K/3
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below, which focuses primarily on employee retention through @ob satisfaction, supports
this contention.
7mployees that are satisfied and happy in with their @obs are more dedicated to doing a
good @ob and taking care of customers that sustain the operation 5ammer 2999E 'arini
2999E -enton 29996. Job satisfaction is something that working people seek and a key
element of employee retention. 2 7%ery person will ha%e his or her own definition of
what it means to be satisfied
with a @ob. romotional materials for presentation can be created, highlighting these
recommendations for employee satisfaction practices for
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both employers and employees.
K*7#I7 I. 'I337# 'I/IG state ?ni%ersity
>7*7# # '=G7, ?ni%ersity of southern /alifornia
*his paper reports a meta!analytical literature re%iew testing cogniti%e, ffecti%e and
contingency models of the effects of participation in decision making on employees
satisfaction and producti%ity. /ontingency models recei%ed no support. #esults from field
studies pro%ided some support for cogniti%e models, and strong support for affecti%e
models linking participati%e climate with worker satisfaction. 'odel logical %ariations
such as research setting and type of participant were important moderators in sub group
analysis. e discuss the implications of such %ariations per task comple:ity.
-a%id 3ars al%erson
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re%iew of the related literature, a &uestionnaire was de%eloped to determine the le%els of
satisfaction and empowerment of on!site super%isors. *his &uestionnaire was distributed
by e!mail to on!site super%isors of companies on Professional Builders top 899 list for
299;. total of 122 on!site super%isors completed the sur%ey. earson"s product!moment correlation and coefficient of determination, were utili(ed to
analy(e the gathered data that identified the satisfaction and empowerment le%els of on!
site super%isors. It was disco%ered that a statistically significant correlation e:isted
between satisfaction and empowerment. In addition,
descripti%e statistics were used to create lists of ma@or elements leading to employee
satisfaction and empowerment.
anything to a%oid yet another negati%e influence in their li%es.*he costs associated with
low employee morale can be calculated by looking at the e:penses associated with
decreased producti%ity, unresol%ed conflict, employee turno%er, and unproducti%e time
spent gossiping and complaining to co!workers. Is it possible to create an en%ironment
where employees are moti%ated to do their @obs to the best of their abilities ! and
communication satisfaction to e%eryone around themL *he answer is yes, when
management takes the time to learn what moti%ates employees to do their best work, and
what contributes to a sense of well being and satisfaction.
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RESEARCH METHODOLOGY
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R!s!$r3# M!#o'o*o=2
#esearch methodology is defined as highly intellectual human acti%ity used in the
in%estigation of nature and matter and deals specifically with the manner in which data is
collected, analy(ed and interpreted.
#esearch methodology is a way to systematically sol%e the research problem. It may be
understood as a science of studying how research is done scientifically. In it we study the
%arious steps that are generally adopted by a researcher in studying his research problem
along with the logic behind them. It is necessary for the researcher to know not only the
research methods but also the methodology.
or the researcher to design his methodology for his problem as the same may differ from
problem to problem.
In research methodology we not only discuss the research methods but also consider the
logic behind the methods we use in the conte:t of our research study.
8A
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RESEARCH DESIGN
framework or blueprint for conducting the research pro@ect. It specifies the details of
the procedures necessary for obtaining the information needed to structure andor sol%e
research problems. good research design lays the foundation for conducting the pro@ect.
good research design will ensure that the research pro@ect is conducted effecti%ely and
efficiently. *ypically, a research design in%ol%es the following components, or tasksF
-efine the information needed.
-esign the research.
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PRIMARY DATA
ere the respondents were met directly to collect information by means of personal
inter%iews. Nuestionnaire was prepared for their %iews were collected.
>ersonal Inter%iew
Nuestionnaire
S!3on'$r2 D$$
*he
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=ld records.
DATA COLLECTION INSTRUMENT DE(ELOPMENT+@
*he mode of collection of data will be based on
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*he primary data was collected through sur%ey that was systematically carried in -/
0ank. *he responses of the respondent were recorded in the &uestionnaire prepared for
them. *he data was collected through personal inter%iew.
SAMPLING PLAN
*his refers to the number of items that were selected for the sur%eys I used primary data
and secondary data in my research.
*he research design used in descripti%e, structure and &uantitati%e in nature.
It gi%es a detailed analysis of employees satisfaction in -/ 0ank. *he &uestionnaire is
in a structured and se&uenced format. *he research is &ualitati%e in nature as only the
concerned of personnel in the company ha%e been sur%eyed.
*he methodology used by me in this pro@ect can be enumerated as followsF
1. *he first step is the collection of material related to pro@ect from the book and the
internet
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2. fter going through all the material collected, I formulated the &uestionnaire
containing &uestions based on employees satisfaction styles in both the organi(ations.
*his pro%ides consistency to my research.
). e:t step is sur%ey of both organi(ations to get the &uestionnaire filled by the
employees.
8. fter completing the process the ne:t step is to statistically analy(e the information
pro%ided by both the organi(ations in the form of &uestionnaire.
;2
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DATA ANALYSIS AND
TABULATION
D$$ $n$*2sis
3M
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data to a manageable si(e, de%eloping summaries, looking for patterns and applying
statististical techni&ues. rocess of data can be categories intoF
16 7diting
26 /oding
)6 /lassification
86 *abulation
*he data after collection has to be proceed analy(e in accordance with the outline laid
down for the purpose at the time of de%eloping the research plan this is essential for a
scientific study and for ensuring that we ha%e all rele%ant data for making contemplated
comparison and nalysis.
*echnically speaking, processing implies, editing, coding, classification and tabulation of
collected data so that they are amenable to analysis the term analysis refers to the
computation of certain measure along with searching for pattern of relationship that e:ist
among data group thus, +FIn the process of analysis, relationship or differences supporting
or conflicting with original or new hypothesis should be sub@ected to statistical test of
significance to determine with what %alidity data can be said to indicate any conclusion.
*he concept of processing and analysis, can now proceed with the e:planation of all the
processing operations!
/4 E'iin=+ @7diting in%ol%es a careful scouting of the completed &uestionnaire add or
schedules. 7diting is done to assure that the data are accurate, consistent
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ith other facts gathered, uniformly entered, as completed as possible
nd ha%e been well arranged to facilitate coding tabulation.
54 Co'in=+ @/oding is necessary for efficient analysis and through it the se%eral replies
may be reduced to a small number of classes which contain the critical
Information re&uired for analysis. /oding decision should usually be taken
t the designing stage of the &uestionnaire.
74 C*$ssifi3$ion+@*he necessities classification of data which happen to be the process
of arranging data in group or classes on the basis of common characteristic of data ha%ing
a common characteristic are placed I one class and in this way the entire data get di%ided
into a number of group or classes.
.
84 T$&u*$ion+ @*abulation is the process of summari(ing row data displaying the
same in compact form 5i.e. in the form of statistical tables6 for further analysis. In a
broader sense, tabulation is an orderly arrangement of data in columns rows.
;;
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16. *o which department you belong toL
DEPARTMENT RESPONSE
#etail 225;8H6
*' 1152CH6
/lerk 8519H6
'anager )5CH6
;B
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In!rpr!$ionF
rom the collected data it has been concluded that among all the respondent ;8H
employees works in retail deptt, 2CH employees works in *', 19H works as a clerk
and CH as manager.
2.
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bo%e fifteen year 8519H6
In!rpr!$ionF
mong all the respondents it has been concluded that, 88H employees works one year
to less than fi%e year ,2CH of employees works fi%e year to less than ten year, 1CH works
ten year to less fifteen year, while only 19H employees ha%e been working in hdfc bank
more than fifteen year
). -o you like your @obL
D$$ R!spons!
3ike %ery much B51CH6
3ike 1;5)BH6
-islike 1)5)2H6
;D
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-islike %ery much ;51CH6
In!rpr!$ionF
mong all the respondents it has been concluded that )BH of employees like their work,
while )2H employees dislike their work. 1CH like their @ob %ery much while 1)H of
employees dislike their work %ery much.
8. -o you feel that there is an opportunity of career
enhancement and growth e:ist in hdfc bank relatedtoyour@obL
YES NO
2C 12
A9
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In!rpr!$ion:
C9H of employees feels that there is growth and career enhancement opportunity e:ist in
hdfc bank while 29H feel that such opportunity does not e:ist among all the respondent.
;. re you satisfied with your salary le%elL
EMPLOYEES RESPONSE
ighly ?nsatisfied ;
?nsatisfied C
'oderate B
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In!rpr!$ionF
mong all the respondent it has been conclude that 2DH of employees are satisfied
with their salary le%el, while 29H are unsatisfied , 1CH are moderate, while 1)H of
employees are highly unsatisfied and 29H are highly satisfied.
A. Is @ob rotation opportunity is pro%ided by -/ 0ankL
YES NO
)2 C
A2
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In!rpr!$ion:
mong all the respondent it has been concluded thatC9H of employees feels that @ob
rotation facility is pro%ided by hdfc bank while 29H feel that such opportunity doesn"t
e:ist.
B. -o you agree with this fact that management gi%es
importance to professional and personal lifeL
EMPLOYEES RESPONDANTS
A)
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2A5A;H6 185);H6
In!rpr!$ion:
A;H of employees feel that there is a re&uirement of change to impro%e working
condition, while );H don"t feel so among all the employees.
D. /anteen facilities are a%ailable in 0KL
YES NO
)15BBH6 D52)H6
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In!rpr!$ionF
BBH of employees says that canteen facility is a%ailable in 0ank while 2)H employees
feels no such facility is a%ailable.
19. hich type of @ob ha%e you gotL
>7#'7* *7'>=##M
AA
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89H A9H
In!rpr!$ionF
;;H employees @obs are of temporary nature while 8;H employees @ob is of permanent
nature among all the employees.
11. -id -/ pro%ide you *raining as and when youre&uiredL
M7< =
)C C
AB
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In!rpr!$ion:
BBH of employees feels that hdfc pro%ides them training as when they re&uired while
2)H doesn"t feels so among all the employees.
AC
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Findings
Fin'in=s
AD
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sur%ey was conducted in organi(ation for knowing the employees are satisfied in their
organi(ation. *he findings were as followsF
rom the graphs, it is e%ident that most of respondents C9H employees feel that
the career enhancement opportunity and growth acti%ities more in their
organi(ation. but the organi(ation should ser%e the en%ironment pro%ide the
opportunity to capable employees.
'ore employees B;H say @ob rotation opportunity is pro%ided by -/ 0ank.
but many areas are still in state of neglect.
rom the responses it is clear that -/ 0ank pro%ide as much initiate training
as their needed. 0ut the employees suggested that the training program should be
conducted more fre&uently and time to time.
*hey feel that is change is re&uiring in their department to impro%e working
conditions. *hey not much happy in the real working condition of their
department.
BBH employees say canteen facilities are a%ailed by -/ 0ank to all the
employees.
*he employees O-/ 0ank 3tdO are highly satisfied with the career enhance
opportunity and growth in our @ob.
3imitation
B9
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*here are %arious limitation faced during the study as the study bis related to the human psychology
and beha%iour basically.
7%ery work has its own limitation. 3imitations are e:tent to which the process should not
e:ceed. *he limations and constraints faced while conducting this study are belowF
-ue to time and cost restriction, the study is concerntrated in selected areas only
head office of -/ 0ank ltd.
3ack of spontaneous cooperation from respondents
In case of collecting data from primary respondent, they tried to pro%ide data in
hurry and some employees feared to pro%ide answer or hide information like
salary structure or year of e:periences.
Getting appointment from the concern person was %ery difficult.
>eople mind set about the sur%ey was obstacles in ac&uiring complete
#espondents were %ery busy in their schedule.
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Recommend!ion nd s"gges!ion
R!3o))!n'$ion $n' su==!sion
B2
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7mployee satisfaction sur%eys and facilitated focus groups help the employer identify
areas of employee satisfaction and dissatisfaction. or accurate, reliable results, employee
satisfaction sur%eys or focus group &uestions need to beF
I would like to sum upF
*o increase satisfaction and retention of employees.
It will help in reducing the factors leading to absenteeism and staff turno%er.
It will help in generating factors which can defuse tension and impro%e working condition.
*he method of recruitment should be impro%ed
a.romotion policy should be impro%ed
c.'anagement should check the performance of their employees time to time.
d.=%erall work en%ironment should also be impro%ed
*he system of communication should be impro%ed. In order to impro%e the
communication among the employees of the organi(ation and to being about the
cohesi%e among the employees a series of interacti%e meeting can be organi(e.
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igher le%el management must pro%ide proper training. e suggested that the
training program should be conducted more fre&uently and time to time.
B8
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Conc#"sion
B;
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Con3*usion
n e:tensi%e re%iew of the topic Oayment,
P
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policies
that they percei%e as being @ust and ambiguous and in line with their e:pectations.
hen
pay is seen as fair that is based on @ob and indi%idual skills, satisfaction is likely to
result.
7mployees are also concerned with their work en%ironment for both personal
as well as professional life.
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BIBLIOGRAPHY
BC
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BIBLIOGRAPHY
BOOKS+
1. llison, 'elissa. +
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MAGAINES+
0usiness *oday
India today
Information 0ulletins
NE1S PAPERS+
7conomics times
0usiness lines
inancial e:press
C9
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ANNE$URE
C1
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ANNE?URE
NAME+
MOB NO.+
ADREES+
1. *o which department you belong toL
QQQQQQQQQQQQQQQQQQQ.
2.
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3ike
-islike
-islike %ery much
8. -o you feel that there is an opportunity of career enhancement and growth e:ist in
-/ bank related to your @obL
M7
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