DISSERTATION PROJECT REPORT

A Study on Employee Satisfaction and its Effect on Retention forBanking Industry in Delhi.(Submitted in partial fulfillment of the requirements for the award of 2 year full time Master of Business Administration)ByDINESH

(An autonomous management Institution, approved by AICTE, Govt. of India, Affiliated toGURU GOBIND SINGH INDRAPRASTHA UNIVERSITY)

DaryabAssociate Professor Department of ManagementAffiliated to G.G.S.I.P. UniversityNew Delhi, IndiaUnder the guidance of

ACKNOWLEDGEMENT

Acknowledgement is not mere formality, but a genuine opportunity to express the indebtedness to all those without whose active support and encouragement, this project work would not have been possible.

I am sincerely thankful to Daryab, Associate Professor for her efforts and guidance throughout my project work, which helped me to do this project.

I am very much thankful to Ms. RACHITA SHARMA, PB at HDFC BANK, for giving me this opportunity to undertake this project in their organization, and also for providing me the necessary information for my project.

I shall be failing in my duty if I do not express my thanks to all the EMPLOYERS of Different Banks, who took time out of their schedule to share their knowledge with me.

DINESH

DECLARATION

I, Dinesh , of Delhi Institute of Advanced Studies MBA (semester iv) hereby declare that I have completed this project on Employee satisfaction and its effect on retention in the banking industry. during the academic year 2015-2016. The information submitted is true and original to the best of my knowledge. The report has not been submitted to any other institute or university for the award of any degree.

Signature of student

Place: Delhi

Table of ContentsS.NOTOPICPAGE NO

1Acknowledgement2

2Declaration3

3List of Tables & Figures5

4Executive Summary7

5Chapter 1 : Introduction9

Meaning, Definition, Concepts10

Organizational Profile26

Objectives32

Scope33

6Chapter 2 : Literature Review34

7Chapter 3 : Methodology37

Research Design38

Data Collection Approach39

Sampling Method39

Measurement Technique40

Limitations41

8Chapter 4 : Results & Discussion42

Data Analysis &Interpretation43

Findings & Observation49

9Chapter 5 : Recommendations & Suggestions50

10Chapter 6 : Conclusion53

11Chapter 7 : Reference55

12Appendix58

LIST OF TABLES AND FIGURESTABLE NO.TITLEPAGE NO.

Table 1 Gender Profile43

Table 2Shows the response of the current designation of the employee43

Table 3Experience Profile of Current Employees engaged in Banking Industry44

Table 4Response of employees towards Retention factors44

Table 5The Mean & Standard Deviation of Identified Factors45

Table 6The Mean & Standard Deviation of parameters under working environment45

Table 7The Mean & Standard Deviation of parameters under compensation46

Table 8The Mean & Standard Deviation of parameters under Training & Development47

Table 9The Mean & Standard Deviation of parameters under Superior-Subordinate Relationship47

LIST OF TABLES AND FIGURES

FIGURE NOTITLEPAGE NO

Figure 1Screenshot of how employee satisfaction drives employee retention.11

Figure 2Figure 3: Diagram showing Employee Retention Strategies.21

Figure 3Screenshot of the Online Portal of HDFC BANK and the services provided by them.28

Figure 4Screenshot of the Online Portal of UNION BANK and the services provided by them.30

Figure 5Screenshot of the Online Portal of BANK OF BARODA and the services provided by them.31

Figure 6Gender Profile43

EXECUTIVE SUMMARY

Today, in every organization personnel planning as an activity is necessary. It is an important part of an organization. Human Resource Planning is a vital ingredient for the success of the organization in the long run. There are certain ways that are to be followed by every organization, which ensures that it has right number and kind of people, at the right place and right time, so that organization can achieve its planned objective.

The objectives of Human Resource Department are Human Resource Planning, Recruitment and Selection, Training and Development, Career planning, Transfer and Promotion, Risk Management, Performance Appraisal, Retention, Employee Satisfaction and so on. Each objective needs special attention and proper planning and implementation. For every organization it is important to have a right person on a right job.

With reference to this context, this project has been prepared to put a light on Employee Satisfaction with special reference to retention ratio or intention to stay in the organisation. 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.The first chapter consists of an introduction to the project, meaning, definition, the objectives, scope of study and the organisational profiles. The second chapter consists of the literature review giving a brief about the researches and studies done previously on the same subject.The third chapter is about the Research Methodology, data collection approach, sampling method and measurement technique and the Limitations of the study.The fourth chapter includes the analysis and the findings revealing the extent to which employees intention to stay is affected by one of the four major factors taken into consideration i.e. Work Environment, Compensation, Training& Development and Opinion about Superiors. It was found that Compensation is the factor that is most significantly influencing the employees intention to stay. The fifth chapter provides with certain suggestions and recommendations to the current problem in the organisation.The Sixth chapter concludes the study.

CHAPTER 1INTRODUCTION

INTRODUCTIONWorkforce is a heavyweight component of any organization and therefore employees are always considered as the greatest asset of an organization. Without employees, organizations will not be able to produce business results, achieve organization goals, or meet its financial objectives. Most organizations recognize the importance of human resources in realizing the success of their businesses. A profit-making company may possess the strongest edge, in terms of technology, depth in funding, market location etc., but without its strong workforce to execute their respective roles and responsibilities, the company would not be able to progress to meet any of its business or organizational goals.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, while generally a positive in your organization, can also be a downer if mediocre employees stay because they are satisfied with your work environment.Unwanted employee turnover is one of the biggest and most costly business problems companies may face (Taylor, 2002). Besides losing the costly knowledge base when employee leaves, the organization will have to re-organize its resources so that business plans and goals will continue to stay the course. For any team or organization, which is tightly or thinly staffed, losing a member of the team or member of the staff would cause major agony, increase work pressure, drop in employee morale and in extreme cases, failure in achieving desired results (Mobley, 1982). To hire or get a replacement employee will normally take some time. Furthermore, the works that need to be put in before hiring or getting a replacement employees require a great deal of effort and involve substantial amount of efforts. Besides effort and time, these activities would also require substantial costs (Mobley, 1982).Intent to stay is the perception of the "estimated likelihood of continued membership in an organization" (Price & Mueller, 1981, p. 546). The investigation of factors associated with intent to stay is important because there is a great potential for managers and administrators to develop interventions and processes that may facilitate the intent to remain in organizations and subsequently prevent the costs associated with staff turnover. Previous studies (Cavanagh & Coffin, 1992; Price & Mueller, 1981; Van Breukelen, Van Der Vlist, & Steensma, 2004; Weisman, Alexander, & Chase, 1981) suggested that intent to stay is a good predictor of turnover. This association suggests that when nurses no longer intend to stay in an organization, this intention is likely to be followed by turnover behavior (Irvine & Evans, 1995). Previous studies also suggest that demographic variables such as age, degree held, and experience were related to intent to stay in some studies (Fisher, Hinson, & Deets, 1994; Ingersoll, Olsan, Drew-Cates, DeVinney, & Davies, 2002; Kosmoski & Calkin, 1986; Price & Kim, 1993). The focus of previous work has been on the relationships between intent to stay and demographic variables, but not on the relationship of intent to stay and organizational empowerment variables. Measuring Employee SatisfactionEmployee satisfaction drives employee retention, indirectly creating profit for an organization.

Figure: 1 Figure showing how employee satisfaction drives employee retention.

Employee satisfaction is also a prerequisite for staff retention. Organizations with higher staff retention rates are naturally better at retaining knowledge, which can lead to better performance and profit for the business.Improved employee satisfaction reduces the cost of staff turnover, builds brand loyalty with staff and positions the company as an employer of choice that attracts talented people to the organization.Job satisfaction has been defined as a pleasurable emotional state resulting from the appraisal of ones job an affective reaction to ones job; and an attitude towards ones job.One of the biggest preludes to the study of job satisfaction was the Hawthorne studies. These studies (19241933), primarily credited to Elton Mayo of the Harvard Business School, sought to find the effects of various conditions (most notably illumination) on workers productivity. These studies ultimately showed that novel changes in work conditions temporarily increase productivity (called the Hawthorne Effect). It was later found that this increase resulted, not from the new conditions, but from the knowledge of being observed. This finding provided strong evidence that people work for purposes other than pay, which paved the way for researchers to investigate other factors in job satisfaction.There are many methods for measuring job satisfaction. By far, the most common method for collecting data regarding job satisfaction is the Likert scale (named after Rensis Likert). Other less common methods of for gauging job satisfaction include: Yes/No questions, True/False questions, point systems, checklists, and forced choice answers. This data are sometimes collected using an Enterprise Feedback Management (EFM) system.Employee Satisfaction leads to increased employee retention. Employee Retention involves taking measures to encourage employees to remain in the organization for the maximum period of time. Hiring knowledgeable people for the job is essential for an employer. But retention is even more important than hiring. There is no dearth of opportunities for a talented person. There are many organizations which are looking for such employees. If a person is not satisfied by the job hes doing, he may switch over to some other more suitable job. In todays environment it becomes very important for organizations to retain their employees. Employees comprise the most vital assets of the company. In a work place where employees are not able to use their full potential and not heard and valued, they are likely to leave because of stress and frustration. In a transparent environment while employees get a sense of achievement and belongingness from a healthy work environment, the company is benefited with a stronger, reliable work-force harboring bright new ideas for its growth.Employee retention is a process in which the employees are encouraged to remain with the organization for the maximum period of time or until the completion of the project. Employee retention is beneficial for the organization as well as the employee. Employee Satisfaction - The ConceptEmployee 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, while generally a positive in your organization, can also be a downer if mediocre employees stay because they are satisfied with your work environment.Factors influencing Employee Satisfaction1. Pay Findings from several studies underline pay as one of the most important factors influencing one's level of employee satisfaction. In a study conducted by Lawler (1971), pay has been identified as a determinant factor as most employees rated it as the most influential factor related to employee satisfaction. Furthermore, according to Herzberg (1959), employees who are dissatisfied with their pay, is likely that they are also dissatisfied with their work.

2. Job SecurityJob security has attracted a great deal of research interest in recent years.The importance of job security comes from the fact that it is vital for influencing work-related outcomes.Job security appears to be an important determinant of employee health; for employee turnover; for employee satisfaction and for organizational commitment. Ashford et al., (1989) examined the impact of job insecurity on organizational commitment and employee satisfaction and found that job insecurity is leads to reduced satisfaction and commitment. There is also evidence were job insecurity reduces job performance.

3. Social Simulation Work and social simulation is another determinant factor of employee satisfaction. Employees prefer positions were they are active rather than bound to a working routine that is likely produce feelings of boredom.Employees who perceive their job as a way of making a career out of it rather than seeing it as a temporary position, are more likely to prefer challenges in their working tasks and seek further developmental opportunities in their working role (Greenberg & Baron, 1983).

4. Demographic FactorsStudies have shown that age, race and gender have important effects on employee satisfaction.In a study conducted by Kalleberg and Loscocco, (1983) older workers were more satisfied than younger workers and minority groups of different ethnicity were less satisfied than the rest of the workers. However, the effects of gender on employee satisfaction vary with the level at which an individual works.A study by H. Jack Shapiro and Louis W. Stern found that professional women such as clinical psychologists, social workers, and medical workers experienced lower levels of employee satisfaction than their male counterparts (Shapiro & Stern, 1998). Among non professionals the reverse was true.In a consequent study, employee satisfaction was examined across graduates five years after they had graduated from university and the results show that at higher occupational levels men expressed more satisfaction than women in terms of pay and opportunities for advancement.

5. Opportunity for PromotionEmployee perceptions about opportunity for promotion are also another determinant that influences employee satisfaction. One survey found that a perceived lack of promotion opportunities was the strongest reason why federal employees left government service.

6. Recognition and AppreciationIn a study that was carried out in 23 Romanian organizations, recognition and appreciation were found to be motivating factors responsible for increased effectiveness of employees at work and their high levels of employee satisfaction.

7. Interpersonal relationshipsSeveral studies take a social approach to employee satisfaction, examining the influence of supervision, management, and co-worker social support.An individual's level of employee satisfaction might be a function of personal characteristics and the characteristics of the groups to which she or he belongs to. The social context of work is likely to have a significant impact on a worker's attitude and behavior Relationships with both co workers and supervisors are important.Some studies have shown that the better the relationship, between fellow workers and between workers and their immediate boss, the greater the level of employee satisfaction (Arne L. Kalleberg and Loscocco, 1983).

8. Opportunity to use ones abilitiesInternal rewards involve job characteristics, or the nature of the task that an employee performs.Employees generally need and like jobs that make use of their abilities. (National Commission on the State and Local Public Service, 1993)

9. Working Hours and Physical ConditionsTwo elements related to employee satisfaction are the working hours and the physical conditions under which workers spend their working days.According to Siegel and Lane (1974), the level of importance to some factors is strongly related to job type.

10. Adequate Authority and Sense of ControlAnother important component of employee satisfaction is the worker's attitude toward the job. The intrinsic rewards of a job, such as a sense of control over one's work and a feeling of accomplishment are important determinants of employee satisfaction. Employees are more satisfied when they have adequate freedom and authority to do their jobs and to choose their own method of working. When workers have various autonomous tasks in their jobs, they tend to have more of a sense of control. Previous studies have shown that employee satisfaction is negatively related to the performance of routine tasks, and also that employee satisfaction is positively related to the performance of more complex and autonomous tasks (Gary Blau, 1999).

Importance of Employee Satisfaction Importance of employee satisfaction for organization Enhance employee retention. Increase productivity. Reduce turnover, recruiting, and training costs. More energetic employees. Improve teamwork. Higher quality products and/or services due to more competent, energized employees. 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.

Methods of measuring employee satisfactionJob 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 used by over 1,000 organizations in many sectors.Job in General Scale (JIG)Job In General Scale is a method of employee satisfaction and developed as a global measure of job satisfaction.JIG is similar to JDI, it introduced 1969 by Smith, Kendall, & Hulin, was modified in 1985 by the JDI Research Group.Minnesota Satisfaction Questionnaire (MSQ)The Minnesota Satisfaction Questionnaire (MSQ) is designed to measure an employees 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. Satisfied / dissatisfied methodIn this method, you just send a questionnaire that includes: 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. Interview methodThis method is used for: Review all data collected from other method. Review key person.Employee RetentionEmployee Satisfaction leads to increased employee retention. Employee Retention involves taking measures to encourage employees to remain in the organization for the maximum period of time. Hiring knowledgeable people for the job is essential for an employer. But retention is even more important than hiring. There is no dearth of opportunities for a talented person. There are many organizations which are looking for such employees. If a person is not satisfied by the job hes doing, he may switch over to some other more suitable job. In todays environment it becomes very important for organizations to retain their employees.Employee retention is a process in which the employees are encouraged to remain with the organization for the maximum period of time or until the completion of the project. Employee retention is beneficial for the organization as well as the employee. Retention involves three major things:1. Compensation It constitutes the largest part of the employee retention process. The employees always have high expectations regarding their compensation packages. Compensation packages vary from industry to industry. So an attractive compensation package plays a critical role in retaining the employees. 2. Growth and CareerGrowth and development are the integral part of every individuals career. If an employee can not foresee his path of career development in his current organization, there are chances that hell leave the organization as soon as he gets an opportunity.The important factors in employee growth that an employee looks for himself are:Work profile: The work profile on which the employee is working should be in sync with his capabilities. The profile should not be too low or too high. Personal growth and dreams: Employees responsibilities in the organization should help him achieve his personal goals also. Organizations cannot keep aside the individual goals of employees and foster organizations goals. Employees priority is to work for themselves and later on comes the organization. If hes not satisfied with his growth, hell not be able to contribute in organization growth.Training and development: Employees should be trained and given chance to improve and enhance their skills. Many employers fear that if the employees are well rained, theyll leave the organization for better jobs. Organization should not limit the resources on which organizations success depends.3. SupportLack of support from management can sometimes serve as a reason for employee retention. Supervisor should support his subordinates in a way so that each one of them is a success. Management should try to focus on its employees and support them not only in their difficult times at work but also through the times of personal crisis. Management can support employees by providing them recognition and appreciation. Employers can also provide valuable feedback to employees and make them feel valued to the organization.Importance of Employee RetentionThe process of employee retention will benefit an organization in the following ways:1. The Cost of Turnover: The cost of employee turnover adds hundreds of thousands of money to a company's expenses. While it is difficult to fully calculate the cost of turnover (including hiring costs, training costs and productivity loss), industry experts often quote 25% of the average employee salary as a conservative estimate. 2. Loss of Company Knowledge: When an employee leaves, he takes with him valuable knowledge about the company, customers, current projects and past history (sometimes to competitors). Often much time and money has been spent on the employee in expectation of a future return. When the employee leaves, the investment is not realized. 3. Interruption of Customer Service: Customers and clients do business with a company in part because of the people. Relationships are developed that encourage continued sponsorship of the business. When an employee leaves, the relationships that employee built for the company are severed, which could lead to potential customer loss. 4. Turnover leads to more turnovers: When an employee terminates, the effect is felt throughout the organization. Co-workers are often required to pick up the slack. The unspoken negativity often intensifies for the remaining staff. 5. Goodwill of the company: The goodwill of a company is maintained when the attrition rates are low. Higher retention rates motivate potential employees to join the organization.6. Regaining efficiency: If an employee resigns, then good amount of time is lost in hiring a new employee and then training him/her and this goes to the loss of the company directly which many a times goes unnoticed. And even after this you cannot assure us of the same efficiency from the new employee.

Employee Retention Strategies

Figure 2: Diagram showing Employee Retention Strategies.Low Level Strategies for Employee Retention Appreciating and recognizing a well done job Personalized well done and thank-you cards from supervisors Congratulations e-cards or cards sent to spouses/families Voicemails or messages from management Periodic days off for good performance Rewards ( gift, certificates, monetary and non monetary rewards) Recognizing professional as well as personal significant events Wedding gifts Anniversary gifts New born baby gifts Scholarships for employees children Get well cards/flowers Birthday cards, celebrations and gifts Providing benefits Home insurance plans Legal insurance Travel insurance Disability programs Providing perks Coupons, discounts, rebates, etc Discounts in cinema halls, museums, restaurants, etc. Retail store discounts Computer peripherals purchase discounts Providing workplace conveniences On-site ATM Assistance with tax calculations and submission of forms Financial planning assistance Casual dress policies Facilities for expectant mothers Employee support in tough time or personal crisis Personal loans for emergencies Childcare and eldercare services Employee Assistance Programs ( Counseling sessions etc) Emergency childcare services Medium Level Strategies for Employee Retention Appreciating and recognizing a well done job Special bonus for successfully completing organization-sponsored certifications Benefit programs for family support Child adoption benefits Flexible benefits Dependents care assistance Medical care reimbursementHigh Level Strategies for Employee Retention Promoting work/life effectiveness Develop flexible schedules Part time schedules Extended leaves of absence Develop Support Services Onsite day care facility etc. Understand employee needs Proper management style and culture Listen to the employee and show interest in ideas Appreciate new ideas and reward risk-taking Show support for individual initiative Encourage creativity Encouraging professional training and development and/or personal growth opportunities Mentoring programs Performance feedback programs Provide necessary tools to the employees to achieve their professional and personal goals Getting the most out of employee interests and talents Higher study opportunities for employees Vocational counseling Offer personalized career guidance to employees Provide an environment of trust Communication is the most important and effective way to develop trust. Suggestion committees can be created Open door communication policy can be followed Regular feedbacks on organizations goals and activities should be taken from the employees by: Management communications Intranet and internet can be used as they provide 24X7 access to the information Newsletters, notice boards, etc. Hire the right people from the beginning The new joinees should fit with the organizations culture. The personality, leadership characteristics of the candidate should be in sync with the culture of the hiring organization. Referral bonus should be given to the employees for successful hires. They are the best source of networking.

ORGANIZATIONAL PROFILEHDFC BANKThe Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an in principle approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of RBIs liberalisation of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995.HDFC is Indias premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment.HDFC Banks mission is to be a World Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the banks risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Banks business philosophy is based on five core values: Operational Excellence, Customer Focus, Product Leadership, People and Sustainability.HDFC Bank is headquartered in Mumbai. As of December 31, 2014, the Banks distribution network was at 3,659 branches in 2,287 cities.All branches are linked on an online real-time basis. Customers across India are also serviced through multiple delivery channels such as Phone Banking, Net Banking, Mobile Banking and SMS based banking. The Banks expansion plans take into account the need to have a presence in all major industrial and commercial centres, where its corporate customers are located, as well as the need to build a strong retail customer base for both deposits and loan products. Being a clearing / settlement bank to various leading stock exchanges, the Bank has branches in centres where the NSE / BSE have a strong and active member base.The Bank also has a network of 11,633ATMs across India. HDFC Banks ATM network can be accessed by all domestic and international Visa / MasterCard, Visa Electron / Maestro, Plus / Cirrus and American Express Credit / Charge cardholders.

Mrs. Shyamala Gopinath holds a Masters Degree in Commerce and is a CAIIB. Mrs. Gopinath has 39 years of experience in financial sector policy formulation in different capacities at RBI. As Deputy Governor of RBI for seven years and member of the Board. Mrs. Gopinath had been guiding and influencing the national policies in the diverse areas of financial sector regulation and supervision, development and regulation of financial markets, capital account management, management of government borrowings, forex reserves management and payment and settlement systems.

The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia.

The Bank's Board of Directors is composed of eminent individuals with a wealth of experience in public policy, administration, industry and commercial banking. Senior executives representing HDFC are also on the Board.

Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director. Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry, the bank believes that its people are a significant competitive strength.

Figure: 3 Screenshot of the Online Portal of HDFC BANK and the services provided by them.UNION BANKUnion Bank of India was established on 11th November 1919 with its headquarters in the city of Bombay now known as Mumbai.The Head Office building of the Bank in Mumbai was inaugurated by Mahatma Gandhi, the Father of the nation in the year 1921, and he said on the occasion:"We should have the ability to carry on a big bank, to manage efficiently crore of rupees in the course of our national activities. Though we have not many banks amongst us, it does not follow that we are not capable of efficiently managing crore and tens of crore of rupees."

His prescient words anticipated the growth of the bank that has taken place in the decades that followed. The Bank now operates through over 4000+ branches across the country. The Bank's core values of prudent management without ignoring opportunities is reflected in the fact that the Bank has shown uninterrupted profit during all 93years of its operations.Union Bank has been playing a very proactive role in the economic growth of India and it extends credit for the requirements of different sectors of economy. Industries, exports, trading, agriculture, infrastructure and the individual segments are sectors in which the bank has deployed credit to spur economic growth and to earn from a well diversified portfolio of assets.Resources are mobilized through Current, Savings and Term Deposits and through refinance and borrowings from abroad. The Bank has a large clientele base of over 49 million.On the technology front the Bank has taken early initiatives and 100% of its branches are computerized. The Bank has also introduced Core Banking Solution with connectivity between branches. 100% of the business of the Bank is under Core Banking Solution making it a leader among its peers in infusion of technology. Many innovative products are developed using the technology platform to offer an array of choices to customers, adding speed and convenience to transactions. Technology will also enable the Bank to derive substantial cost reduction while creating the requisite capacity to handle the ever increasing volume of business in a competitive environment that offers immense opportunities.At the end of March 2014 the Bank achieved total business level ofRs. 5,32,007crore (Rupeesfive lakh thirty twothousandseven crore).Behind all these achievements is a dedicated team of staff, which is truly cosmopolitan in its composition. Many generations of members of staff have contributed in building up the strong edifice of the Bank. The present team of over 31,000 members of staff distinguishes itself with its customer centricity, willingness to learn and adherence to values enabling us to be recognized as a caring organization where people enjoy their work and relationship with customers.

Figure: 4 Screenshot of the Online Portal of UNION BANK and the services provided by them.BANK OF BARODAA saga of vision and enterprise: It has been a long and eventful journey of almost a century across 25 countries. Starting in 1908 from a small building in Baroda to its new hi-rise and hi-tech Baroda Corporate Centre in Mumbai, is a saga of vision, enterprise, financial prudence and corporate governance.It is a story scripted in corporate wisdom and social pride. It is a story crafted in private capital, princely patronage and state ownership. It is a story of ordinary bankers and their extraordinary contribution in the ascent of Bank of Baroda to the formidable heights of corporate glory. It is a story that needs to be shared with all those millions of people - customers, stakeholders, employees & the public at large - who in ample measure, have contributed to the making of an institution.

Figure: 5 Screenshot of the Online Portal of BANK OF BARODA and the services provided by them.

OBJECTIVES OF THE STUDYPRIMARY OBJECTIVE: To study the Employee Satisfaction and its Effect on Retention or Intention to stay in the organization for Banking Industry in Delhi.SECONDARY OBJECTIVE: To understand the concept of Employee Satisfaction and its effect on retention. To identify the reasons for intention to stay in the organization To find out the generic trends in organizations regarding the level of job satisfaction To offer recommendations and suggestions regarding Job satisfaction in the industry.

SCOPE OF THE STUDYThe study was confined to Banking Industry in Delhi with special reference to Employee Satisfaction & Retention (Intention to stay in the organization).1. The study is an attempt to determine the Employee Satisfaction and its effect on retention at different banks in Delhi region.2. The research was designed to contact the existing employees including the top management people and collect data regarding the Level of Job Satisfaction. 3. The sample size of 60 respondents included both men and women across age groups.

CHAPTER 2LITERATURE REVIEW

LITERATURE REVIEWDr. Hazrina Ghazali*, Nasyira Mohd Nasyuki and Oon Xiao Yi and Maisarah Binti Ishak indicated that Human resource practices and employees intention to stay in the kuala lumpur hotel industry. The importance of this study is to provide better insight into various human resource practices that are implemented in the KL hotel industry with the aim of highlighting whether effective HR practices could increase employees intention to stay within the hotel.Burgoyue (1993) employed a functional perspective to define a competency as how the goals of organizations were best achieved by improving members performance.

Noraani Mustapha1, Aminah Ahmad, Jegak Uli, Khairuddin Idris studied Job Characteristics as Antecedents of Intention to Stay and Mediating Effects of Work Family Facilitation and Family Satisfaction among Single Mothers in Malaysia. Employee turnover is crucial to be investigated since it diminishes organization effectiveness and impedes the capacity to meet its goals. This study was conducted to test the mediating effects of work-family facilitation and family satisfaction on the relationship between job characteristics, and intention to stay among 240 single mother employees in Malaysia.

Job Satisfaction and Employee Turnover Intention: What does Organizational Culture Have To Do With It?, the paper by Elizabeth Medina explores the relationship between job satisfaction and employee turnover intention in the context of organizational culture, using data from the Quality of Work Life (QWL) module. Job satisfaction, the independent variable, assesses overall job satisfaction, while the dependent variable, turnover intention, measures intent to find a new job, with another employer, within the next year

Human resource practices,organizational comitment and intention to stay examines the impacts of key human resource (HR) practices on permanent employees' organizational commitment and intention to stay. These practices include facilitating of person-organization fit (p-O fit), designing effective remuneration and recognition, creating sufficiently challenging assignments, and implementing training and career development. Janet Chew and Christopher C.A. Chan

A study on employees intention to stay in public companies, kedah, malaysia by Dr. Vimala sanjeevkumar The research problem carried out in this study is to observe the impact of 5 HRM practices (compensation, work life balance, organizational commitment, and career opportunities and supervisor support) and employees intention to stay in public companies, Kedah, Malaysia. This research investigated the main factors which causes employee retention and why employees are preferred to stay in the public sector. The results indicate that the factors are positively correlated with employees intention to stay.

Factors influencing Organizational commitment And intention to stay of Core employees in Small - medium sized companies In hochiminh city by Hunh Thin Hi, This study elaborates the retention of core employees; its benefits and factors that may helpto retain the best employees of the organization.

Promoting Employee Intention to Stay: Do Human Resource Management Practices Matter? By JOHANIM joharia*, TAN FEE yeanb, ZURINA adnanc, KHULIDA KIRANA yahyad AND MOHAMAD NASSRUDDIN ahmade assess the predicting role of human resource management (HRM) practices on employee intention to stay. Four dimensions of HRM practices examined in this study are training and development, career development, compensation and benefits, and performance appraisal

CHAPTER 3METHODOLOGY

METHODOLOGYThe methodology involves comparison of the reasons for employee satisfaction and its effect on retentionj.Employees perception are also included to get more refined conclusion. Measures are implemented for effective data collection and sampling. Effective tools are employed so that conclusions are arrived though a subsequent statistical methods for analysis.

Type of research: Exploratory & Qualitative ResearchThe research is exploratory as it provides an understanding and an insight into the research and qualitative research is exploratory research methodology. Exploratory research often relies on secondary research such as reviewing available literature and/or data, or qualitative approaches such as informal discussions with consumers, employees, management or competitors, and more formal approaches through in-depth interviews, focus groups, projective methods, case studies or pilot studies. The results of exploratory research are not usually useful for decision-making by themselves, but they can provide significant insight into a given situation. Although the results of qualitative research can give some indication as to the "why", "how" and "when" something occurs, it cannot tell us "how often" or "how many". Exploratory research is not typically generalizable to the population at large.

No. of respondents: 60

METHOD OF INVESTIGATIONSample:The study was conducted with sample size of 60 employees of both supervisory and management staff of Different Banks in Delhi. Direct Approach has been used for the research wherein the reason for conducting the research is known or obvious to the respondents. Sampling method Type of sampling used - Convenience sampling (For Employees working in the Organization).

DATA COLLECTIONPrimary data:A detailed and well-structured questionnaire was presented to the managerial staff at different Banks. Primary Scale of Measurement that has been used in the formation of the questionnaire is the interval scale. It is a scale in which numbers are used to rate objects such that numerically equal distances on the scale represent equal distances in the characteristic being measured. Further Likert Scale ranging from SA to SD and from 1 to 5 ( wherever necessary) continuous rating scale has been used in the questionnaire.Copies of the questionnaire being distributed to the employees at random to obtain their views.

Secondary data:Secondary data was gathered from academic texts and company profile from companys website

PROCEDURE1. First the data collected through sources like internet to collect the primary information of the company; like their policies and whom to contact for information regarding this. 2. Questionnaires distributed to employees.

TOOLS1. The tool used for the research is questionnaire. 2. A questionnaire for understanding the employee satisfaction and its effect on intention to stay in the organisation were requested to judicially fill it up. 3. Questionnaires were formed on the basis of previous studies by identifying the factors of intention to stay in the organisation.4. Then a comparative analysis was done and most efficient factors were identified and incorporated in the suggestions and the recommendations section of this project.

MEASUREMENT TECHNIQUE:The data collected through questionnaires, distributed to the employees was analyzed and interpreted using the MS-EXCEL. Statistical techniques like BAR Diagram, PI charts were commonly used for analyzing and describing the questions listed in the questionnaire.

LIMITATIONS OF THE STUDY The sample size of 60 being very small, the results cant always be generalized to the entire population. Time constraint was the major limiting factor. The accuracy of the study is based on the information given by the respondents. Data collected cannot be asserted to be free from errors because of biasness on behalf of the respondents. The results obtained from the employees could be biased.

CHAPTER 4RESULTS & DISCUSSIONS

DATA ANALYSIS & INTERPRETATIONDemographic ProfileGender ProfileGenderFrequencyPercent

Male3151.67

Female2948.43

Total60100.0

Table 1: Gender Profile

Figure: 6 Gender ProfileDesignation ProfileDesignationFrequencyPercent

Personal Banker1627.6

Teller1017.4

Relationship Manager610

Corporate salary Head46.6

Deputy Manager23.4

Branch Manager11.6

Cluster Head66.6

HR1017.4

Auditor59.4

Total60100.0

Table 2: Shows the response of the current designation of the employee

Total Experience Profile (No. of years of experience in the existing industry)Tenure FrequencyPercent

0- 21931.67

2- 41728.33

4- 61626.67

6- 858.33

8 & above35

Total60100.0

Table 3: Experience Profile of Current Employees engaged in Banking Industry Factors Affecting RetentionThe following table makes a broad analysis of the factors that affect retention in the Industry undertaken for the project

Factors Affecting RetentionFactorsFrequencyPercentage

Personal813.4

Professional1016.6

Both4270

Total60100.0

Table 4: Response of employees towards Retention factors

It can be seen that no single factor solely affects the intention of the employees to stay in the current industry. Instead both professional and personal factors affect this aspect indicating that work-life balance is being focused upon by the employees.

Mean and standard deviation

Mean and Standard Deviation of the four major factorsFactorsNMeanStd. Deviation

Work Environment602.3120.56624

Compensation602.4008.56456

Training & Development602.2031.29580

Superior-Subordinate Relationship602.1867.63656

Table 5: The Mean & Standard Deviation of Identified FactorsMeasurement Values: Strongly Disagree (SD) = 1, Disagree (DA) = 2, Neutral (N) =3, Agree (A) = 4, Strongly Agree (SA) = 5InterpretationOut of the four factors (Work Environment, Compensation, Training and Development and Superior-Subordinate relationship) compensation has the highest mean and thus affects the intention to stay the most.

Mean and Standard Deviation of the parameters under Working EnvironmentParameters under Working EnvironmentMeanStd. Deviation

Supportive colleagues5.65.599

Physically comfortable place to work4.76.659

Adequate safety provisions3.63.784

Feel emotionally attached2.91.658

Flexible timing offered2.651.125

Table 6: The Mean & Standard Deviation of parameters under working environment

InterpretationOut of the above five parameters supportive colleagues contributes to the working environment the most as it has a mean value of 5.65 whereas flexible timing offered parameter is least popular in contributing towards a healthy working environment with its mean value being 2.65.

Mean and Standard Deviation of the parameters under CompensationParameters under CompensationMeanStd. Deviation

Satisfactory with the salary package2.501.065

Competitive salary package4.61.541

Timely payment of Salary 2.601.078

Adequate information provided about pay issues 3.45.982

Provide non-monetary incentives2.881.107

Offer monetary incentives2.941.231

Table 7: The Mean & Standard Deviation of parameters under compensation

InterpretationOut of the above six parameters competitive salary package contributes to the Compensation factor the most as it has a mean value of 4.61 whereas satisfaction with the existing salary package parameter is least popular in contributing towards a satisfactory compensation with its mean value being 2.50.

Mean and Standard Deviation of the parameters under Training & DevelopmentParameters under Training & DevelopmentMeanStd. Deviation

Job specific training given3.51.771

Professional development opportunities provided3.49.621

Money is allocated for training2.94.687

Provide opportunity to apply training at the workplace3.40.750

Provide opportunistic environment for career development opportunities3.96.780

Table 8: The Mean & Standard Deviation of parameters under Training & DevelopmentInterpretationOut of the above five parameters Provide opportunistic environment for career development opportunities contributes to the Training & Development factor the most as it has a mean value of 3.96 whereas money is allocated for training parameter contributes least to the training & development factor with its mean value being 2.94.

Mean and Standard Deviation of the parameters under Superior-Subordinate RelationshipParameters under Superior- Subordinate RelationshipMeanStd. Deviation

Public appreciation offered3.21.985

Appropriate evaluation of performance3.64.987

Provide productive feedback3.77.944

Rewards good ideas 2.94.881

Personal problems dealt with empathy2.99.880

Timely redressal of professional problems3.12.840

Table 9: The Mean & Standard Deviation of parameters under Superior-Subordinate Relationship

InterpretationOut of the above six parameters provide productive feedback contributes to the Superior-Subordinate Relationship factor the most with its mean value being 3.77 whereas problems dealt with empathy parameter contributes in least to the Superior- Subordinate Relationship factor with its mean value being 2.99.

FINDINGS AND OBSERVATION

The most significant finding of the study on Employee satisfaction and retention strategy prevailing in the organization was very effective. The employees were quite satisfied with the current practices. Both personal and professional factors affect the Employees intention to stay in the current organization of work indicating that work-life balance is being focused upon by the employees. Out of the four factors (Work Environment, Compensation, Training and Development and Superior and sub-ordinate relationship) compensation has the highest mean and thus affects the intention to stay the most. The policies, rules regarding the company were explained in a well-structured form. The study shows that of the employees who have put in long year of service have recruited via open competition. This shows the transparency of the recruiting policies of the organization. 68% of the employees have been working in the organization for a long period which signifies the job security and satisfaction offered by the organization to its employees. This study shows that 44% of the employees have joined this organization aiming for career growth, good pay scales, and more benefits which the company offers. Thus the statistics shows that the company has a positive outlook towards the career growth of its employees in addition to the other existing benefits. The industry gives utmost importance to its manpower requirements by identifying it well in advance taking into consideration the contingencies. The Training & Development and planning of the manpower requirement is being done in the light of the business plans or the goals of the industry. The industry has been trying to infuse new blood in the organization by appointing fresh graduates and experienced candidates, to set a competition so as to face the competitive world

CHAPTER 5 RECOMMENDATIONS & SUGGESTIONS

RECOMMENDATIONS & SUGGESTIONS

The outcome of the study illustrates that BANKING INDUSTRY has an average rating level of retention where the employees generally retain due to the prevailing environment and supporting staff. Other important factors includes compensation and benefits given to employess according to their performance and non- monetary benefits. However the reasons which tends to be the main factors of employees leaving the organisation are superior- subordinate relations and working environment. The employees are somewhat satisfied with the culture as for them personal and professional life affects their intention to stay. It is seen that intention to stay in the organisation is taken care very seriously by the employers but there is still a scope for improvement. The following are some of the suggestion and recommendations which enables the company to enhance its retention ratio.

The organization cannot develop a retention strategy without simultaneously formulating an employee retention plan. It is one thing to attract workers, but quite another to retain them H.R Department should be more practical and efficient so that the recruitment and retention become more effective. Stress should be given on proper maintenance of database of application for future retention in the organization. The company should follow new traits / trends in the retention process. The stress should be given on employees satisfaction . More stress should be given to recruit qualification & skills percentage for scrutinizing the application of prospective candidates so that retention ratio will be minimal.As compensation comes out to be the most influential factor for the satisfaction of the employees, so it becomes important for the industry to offer compensation at par with the banking industry standards. A fair and equitable salary structure may be designed for this purpose. Monetary & Non-Monetary incentives structure can be adopted by the industries. The study revealed that the employees were not much satisfied with the non monetary incentives being offered to them. So non monetary incentives can be given to increase the satisfaction and retention level such as: Opportunity to learn, develop and Advance as an employee. Flexible hours Recognition Timely Redressal of personal problems Healthy working environment

CHAPTER 6 CONCLUSION

CONCLUSIONS

The following are the conclusions:- Overall the Policies and Strategies adopted by BANKING INDUSTRY to retain the talent in their organisation is appropriate and well defined therefore the people in the organization are somewhat satisfied with the current process. Compensation and reward systems play a vital role in any organization for motivating and retaining the employees. Previously done researches on this subject have identified the major factor resulting in retention to be compensation. The study done in this report also highlights compensation to be the most influential factor that results in Employee Satisfaction and their intention to stay with the industry. Also, both personal and professional factors are affecting the employees intention to stay in the current industry of work indicating that work-life balance is being focused upon by the employees.

CHAPTER 7REFERENCE

BibliographyResearch Papers:1. Dr. Hazrina Ghazali*, Nasyira Mohd Nasyuki and Oon Xiao Yi and Maisarah Binti Ishak indicated that Human resource practices and employees intention to stay in the kuala lumpur hotel industry.2. Noraani Mustapha1, Aminah Ahmad, Jegak Uli, Khairuddin Idris studied Job Characteristics as Antecedents of Intention to Stay and Mediating Effects of Work Family Facilitation and Family Satisfaction among Single Mothers in Malaysia. 3. Job Satisfaction and Employee Turnover Intention: What does Organizational Culture Have To Do With It?, the paper by Elizabeth Medina explores the relationship between job satisfaction and employee turnover intention in the context of organizational culture.4. Human resource practices,organizational comitment and intention to stay examines the impacts of key human resource (HR) practices on permanent employees' organizational commitment and intention to stay by Janet Chew and Christopher C.A. Chan5. A study on employees intention to stay in public companies, kedah, malaysia by Dr. Vimala sanjeevkumar 6. Factors influencing Organizational commitment And intention to stay of Core employees in Small - medium sized companies In hochiminh city by Hunh Thin Hi7. Promoting Employee Intention to Stay: Do Human Resource Management Practices Matter? By JOHANIM joharia*, TAN FEE yeanb, ZURINA adnanc, KHULIDA KIRANA yahyad AND MOHAMAD NASSRUDDIN ahmade.

Web Links: http://www.wnc.ac.uk/Documents/About-Us/Working Here/Retention%20and%20Selection%20Procedure.pdf (Retrieved on March 19th 2014) http://www.failteireland.ie/FailteIreland/media/WebsiteStructure/Documents/2_Develop_Your_Business/1_StartGrow_Your_Business/Intentiontostay.pdf(Retrieved on February 17th 2014) https://www.maynoothuniversity.ie/sites/default/files/assets/document/Retention%20and%20Intentiontostay%20Procedures.pdf(Retrieved on February 16th 2014) http://www.shrm.org/education/hreducation/documents/09-0152%20gusdorf_instructor_notes.pdf(Retrieved on February 10th 2014) http://www.cipd.co.uk/NR/rdonlyres/01F95685-76C9-4C96-B291-3D5CD4DE1BE5/0/9781843982579_sc.pdf(Retrieved on February 02nd 2014)

APPENDIX

QuestionnaireDear Respondent,You are kindly requested to respond to the statements in the following questionnaire.The statements are related to Employee satisfaction and its effect on retention.Your responses are of great importance as this survey forms part of a study of the aspects mentioned above. I therefore value your co-operation very highly.Your answers will be treated in strict confidence and will be used for research purposes only. *MandatoryName: _______________________________________(optional)*Age: 0- 20 Years_______________ 20-40Years_____________________________ 40-60Years_______________ 60&Above_______________________________ *Gender:Male Female *Education Qualification: Under Graduate_________ Graduate_______________ Post Graduate___________ Other__________________*Marital Status: Married______________ Single__________________ *Current Industry: (Please specify your current Industry): Banking__________ Financial____________ Other____________*Current Organisation: (Please specify your current Organisation):____________________ * Current Designation : ________________________________________________________*Total Work Experience(In Years): 0-2______ 2-4_______ 4- 6__________ 6-8_______ 8 & Above______ *Industry Specific Experience: Same/Current Industry_____________________________ Other___________________________________________

*Income(Per Annum): Below 1,50,000__________ 1,50,000-3,00,000_________ 3,00,000-4,50,000________ 4,50,000 -6,00,000______________ 6,00,000 & Above______________________________________

Key: Strongly Disagree (SD), Disagree (DA), Nuetral (N), Agree (A), Strongly Agree (SA)*A. Please respond to the following questions with respect to your Working Environment in the organisation. For each statement, tick the applicable choice.StatementsSDDANASA

1.Supportive colleagues

2.Physically comfortable place to work

3.Adequate safety provisions

4. Feel emotionally attached

5.Flexible timing offered

6.Good Organisational Culture

*B. Please respond to the following questions with respect to your compensation (pay, benefits,etc.) in the existing organisation. For each statement, tick the applicable choice.StatementsSDDANASA

7.Satisfactory salary package

8.Competitive salary package

9.Timely payment of Salary

10. Adequate information provided about pay issues

11.Provide non-monetary incentives

12.Offer monetary incentives

*C. Please respond to the following questions with respect to your Training & Development in the organisation. For each statement, tick the applicable choice.StatementsSDDANASA

13.Job specific training given

14.Professional development opportunities provided

15.Money is allocated for training

16. Provide opportunity to apply training at the workplace

17.Provide opportunistic environment for career development opportunities

*D. Please respond to the following questions related to your opinion about your Superior-Subordinate relationship in the existing organisation. For each statement, tick the applicable choice.StatementsSDDANASA

18.Public appreciation offered

19.Appropriate evaluation of performance

20.Provide productive feedback

21. Rewards good ideas

22.Personal problems dealt with empathy

23.Timely redressal of professional problems

24.Provide a Work-Life Balancing Environment

*E. Please respond to the following questions on the below mentioned dimensions with reference to the existing organisation. For each statement, tick the applicable choiceStatementsSDDANASA

1.Working environment affects my intention to stay .

2.Compensation affects my intention to stay.

3.Training & Development affects my intention to stay.

4. Supervisor role affects my intention to stay.

*F. According to you, which of factors affects your intention to stay in the existing organisation. Personal Professional Both *G. If personal factors affects, please rank the following in their order of importance. (Rank 1 - highly influential factor while rank 3 - least influential factor)Flexibility of timings

Proximity to home

Emotional attachment

*H. If professional factors affects, please rank the following in their order of importance. (Rank 1 - highly influencial factor while rank 3 - least influencial factor )Healthy working environment

Professional development

Manageable work pressure

*I. If both factors affects, please rank the following in their order of importance. (Rank 1 - highly influential factor while rank 6 - least influential factor)Personal factorsProfessional factors

Proximity to homeHealthy working environment

Flexibility of timingsProfessional development

Emotional attachmentManageable work pressure

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