Employee Satisfaction in Bharti Airtel Limited (B (It)
Employee Satisfaction in Bharti Airtel Limited (B (It)
JALANDHAR
A PROJECT REPORT
ON
SATISFACTION OF EMPLOYEES
IN
INDIAN COMPANIES
[W.R.T. BHARTI AIRTEL LIMITED]
SUBMITTED BY
AMITA
ROLL NO. 11208640032
MBA [2011-2013]
PTU
Learning Center
CIMT, BULANDSHAHR, UTAR PRADESH
CODE: 864
ACKNOWLEDGEMENT
The success of any program depends on many individuals. It is a pleasure to
acknowledge the contribution of such individuals.
I am thankful to my faculty guides, CIMT, Bulandshahr, Uttar Pradesh.
I am also thankful to the respondents of the study who had been very
cooperative towards me as well as various other friends and colleagues with
deep regards.
AMITA
TABLE OF CONTENT
. INTRODUCTION TO THE TOPIC
LITERATURE REVIEW
METHODS OF COLLECTING JOB ANALYSIS INFORMATION
PURPOSE OF REPORT
RESEARCH METHODOLOGY
COMPANY PROFILE
AN OVERVIEW OF AIRTEL
COMPANY HISTORY
ORGANIZATIONAL STRUCTURE
VISION
MISSION
BOARD OF DIRECTORS
LIMITATIONS
RECOMMENDATIONS
CONCLUSION
FINDINGS
STRATEGIES
ANNEXURE 1
EMPLOYEE SATISFACTION QUESTIONNAIRE
ANNEXURE 2
EMPLOYEE SATISFACTION SURVEY
ANNEXURE 3
DATA SOURCES
BIBLIOGRAPHY
CHAPTER 1
INTRODUCTION
Employee satisfaction is a measure of how happy workers are with their job
and working environment. 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. There are
many factors in improving or maintaining high employee satisfaction, which
wise employers would do well to implement.
To measure employee satisfaction, many companies will have mandatory
surveys or face-to-face meetings with employees to gain information. Both of
these tactics have pros and cons, and should be chosen carefully. Surveys
are often anonymous, allowing workers more freedom to be honest without
fear of repercussion. Interviews with company management can feel
intimidating, but if done correctly can let the worker know that their voice has
been heard and their concerns addressed by those in charge. Surveys and
meetings can truly get to the center of the data surrounding employee
satisfaction, and can be great tools to identify specific problems leading to
lowered morale.
Many experts believe that one of the best ways to maintain employee
satisfaction is to make workers feel like part of a family or team. Holding office
events, such as parties or group outings, can help build close bonds among
workers. Many companies also participate in team-building retreats that are
designed to strengthen the working relationship of the employees in a nonwork related setting. Camping trips, paintball wars and guided backpacking
trips are versions of this type of team-building strategy, with which many
employers have found success.
Of course, few workers will not experience a boost in morale after receiving
more money. Raises and bonuses can seriously affect employee satisfaction,
and should be given when possible. Yet money cannot solve all morale
issues, and if a company with widespread problems for workers cannot
improve their overall environment, a bonus may be quickly forgotten as the
daily stress of an unpleasant job continues to mount.
If possible, provide amenities to your workers to improve morale. Make certain
they have a comfortable, clean break room with basic necessities such as
running water. Keep facilities such as bathrooms clean and stocked with
supplies. While an air of professionalism is necessary for most businesses,
allowing workers to keep family photos or small trinkets on their desk can
make them feel more comfortable and nested at their workstation. Basic
considerations like these can improve employee satisfaction, as workers will
feel well cared for by their employers.
The backbone of employee satisfaction is respect for workers and the job they
perform. In every interaction with management, employees should be treated
with courtesy and interest. An easy avenue for employees to discuss
problems with upper management should be maintained and carefully
monitored. Even if management cannot meet all the demands of employees,
showing workers that they are being heard and putting honest dedication into
compromising will often help to improve morale.
The following are the variables which contribute to Employee satisfaction:
1.Overall Individual satisfaction: Employees be should satisfied with the
organisation as a great place to work.
2. Work Environment: Employees have to feel satisfied with the environment
within which they work for it would result in high productivity.
3.Communication Methods:When administrative policies and all important
announcements are communicated to the emplyees,it boosts thier morale.
5
The methods chosen for communication also play an integral role. SOme of
the methods that could be used are intranet,monthly newsletters,weekly
meetings etc...
4. Compensation and benefits: This is the most important variable for
employee satisfaction.Employees should be provided with competitive salary
packages and they should be satisfied with it when comparing their pay
packets with those of the outsiders who are working in the same industry.
The study of "Employee satisfaction" helps the company to maintain a
standards & increase productivity by motivating the employees. this study tells
us how much the employees are capable & their interest at wok place? what
are the things still to be satisfy to the employees. although "human resource"
are the most important resources for any organization, so to study on
employees satisfaction helps to know the working conditions & what are the
things that affects them not to work properly. always majority of done by the
machines/equipments but without any manual moments nothing can be done.
so to study on employee satisfaction is necessary.
management,
empowerment,
teamwork,
communication, and
coworker interaction.
Literature Review
If you want to get a leg up on customer satisfaction race as well as develop
and maintain a participative company culture, a great first step is an employee
satisfaction survey
-Bob Piper
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.
-www.humanresources.com
Employee satisfaction is a measure of how happy workers are with their job
and working environment. 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. There are
many factors in improving or maintaining high employee satisfaction, which
wise employers would do well to implement.
-www.wisegeek.com
Employee satisfaction helps the company to maintain a standard & increase
productivity by motivating the employees. This study tells us how much the
employees are capable & their interest at wok place? What are the things still
to be satisfy to the employees. Although human resources are the most
important resources for any organization, so to study on employee satisfaction
helps to know the working conditions & what is the thing that affects them not
to work properly. Always majority of done by the machines/ equipments but
without any manual moments nothing can be done. So to study on employee
satisfaction is necessary.
-Anonymous
This has been said by Michael Leimbach, while concluding his article
[2]
Abstract
This article describes a study establishing seven dimensions that contribute to
organizational effectiveness and employee satisfaction as a means of
strengthening strategic planning efforts. A survey, administered to 1,720
Extension employees, received a 66% response. Findings suggest that
balance between professional and personal life, a clear vision of the future,
attention to training and development, and employee involvement are sources
10
[3]
, it has been
observed that the majority of the respondents believe that the high satisfaction
levels are derived by the old age groups. The report has been analyzed
through Chi- Square and Co-relation. The tests revealed that there is no
significant relationship between the age and satisfaction level.
As far as gender goes, the study reveals that there are more males as
respondents and the satisfaction levels of the males are higher than females.
11
AL.
(August
2001),
Work
Family
Balance
and
Job
13
Observation
Direct observation is especially useful when jobs consist mainly of observable
physical activitiesassembly-line worker and accounting clerk are examples.
On the other hand, observation is usually not appropriate when the job entails
a lot of mental activity lawyer, design engineer. Nor is it useful if the
employee only occasionally engages in important activities, such as a nurse
who handles emergencies. And reactivity the workers changing what he or
she normally does because you are watching can also be a problem.
14
Participant Diary/Logs
Another approach is to ask workers to keep a dairy/log of what they do during
the day. For every activity he or she engages in, the employee records the
activity (along with the time) in a log. This can produce a very complete
picture of the job, especially when supplemented with subsequent interviews
with the worker and the supervisor. The employees, of course might try to
exaggerate some activities and underplay others. However, the detailed,
chronological nature of the log tends to mediate against this.
Some firms take a high tech approach to dairy/logs. They give employees
pocket dictating machines and pagers. Then at random times during the day,
they page the workers, who dictate what they are doing at that time. His
approach can avoid one pitfall of the traditional dairy/log method: relying on
workers to remember what they did hours earlier when they complete their
logs at the end of the day.
15
Attitude surveys
The typical attitude survey presents the employee with a set of statements or
questions with a rating scale indicating the degree of agreement.
The organization can include in their survey about as compared with those of
other organizations, Best use of individual abilities in their job, and knowledge
of employee about his job.. Ideally, the items should be tailored to obtain the
specific information that management desires. An individual attitudes score is
achieved by summing up responses to his or her questionnaire desires.
These scores can then be averaged for work groups, teams, departments,
divisions, or the organization as a whole.
16
3. In the past six months, someone has talked to you about your personal
development.
PURPOSE OF REPORT
4.To satisfy more and more customers by looking upon their grievances .
17
CHAPTER 2
RESEARCH METHODOLOGY
Objectives
3.
To measure the level of satisfaction of employees with respect to the
company.
18
Technique
To uncover the important attributes which determine the satisfaction
level of the employee with respect to the various services catered by the
company, a non-structured in-depth interview of employee selected by
convenience is carried out. Then a list of attributes is finalized keeping in mind
that an attribute once selected is not repeated on being encountered for the
second time.
Scale Construction
On the basis of attributes which have been identified, a questionnaire is
prepared which is analyzed for two parameters separately i.e. satisfaction and
importance.
To each question, there are 5 possible answers out of which one is to be
ticked. In case of component pertaining to satisfaction, the respondent has to
give a response in terms of highly satisfied, very satisfied, satisfied not so
satisfied or dissatisfied.
In case of component pertaining to satisfaction, the respondent has to
give a response in terms of critical, very important, important, not so important
19
and not at all important. The response for each question in either component
of satisfied to dissatisfied and from critical to not at all important, respectively.
Total Respondents.
2.
Department wise.
3.
Salary Wise.
For each category, the respondents are selected and then averages of
= SXi
i
20
HR & Administration
Accounts
Power Division
Sales & Marketing
Service
Customer Care
IT & ERP
Total
BHARTI AIRTEL LIMITED
15
15
20
200
350
150
20
770
TOTAL STRENGTH
6
21
20
35
10
30
30
230
30
380
100
250
15
35
211
1231
MALE FEMALE
875
441
1316
SAMPLE SIZE
100
SAMPLE INTERVAL
(1231/100) = 12.31
of
of
of
of
of
of
of
1.70
2.84
2.43
18.68
30.86
20.30
2.84
CHAPTER 3
INTRODUCTION TO THE ORGANIZATION
BHARTI AIRTEL LIMITED
Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The
Bharti Group, has a diverse business portfolio and has created global brands
in the telecommunication sector. Bharti has recently forayed into retail
21
business as Bharti Retail Pvt. Ltd. under a MoU with Wal-Mart for the cash &
carry business. It has successfully launched an international venture with EL
Rothschild Group to export fresh agri products exclusively to markets in
Europe and USA and has launched Bharti AXA Life Insurance Company Ltd
under a joint venture with AXA, world leader in financial protection and wealth
management.
Airtel comes from Bharti Airtel Limited, Indias largest integrated and the first
private telecom services provider with a footprint in all the 23 telecom circles.
Bharti Airtel since its inception has been at the forefront of technology and has
steered the course of the telecom sector in the country with its world class
products and services. The businesses at Bharti Airtel have been structured
into three individual strategic business units (SBUs) - Mobile Services, Airtel
Telemedia Services & Enterprise Services. The mobile business provides
mobile & fixed wireless services using GSM technology across 23 telecom
circles while the Airtel Telemedia Services business offers broadband &
telephone services in 95 cities. The Enterprise services provide end-to-end
telecom solutions to corporate customers and national & international long
distance services to carriers. All these services are provided under the Airtel
brand .
22
Company shares are listed on The Stock Exchange, Mumbai (BSE) and The
National Stock Exchange of India Limited (NSE). The company has a
strategic alliance with SingTel. The investment made by SingTel is one of the
largest investments made in the world outside Singapore, in the company.
The companys mobile network equipment partners include Ericsson and
Nokia. In the case of the broadband and telephone services and enterprise
services (carriers), equipment suppliers include Siemens, Nortel, Corning,
among others. The Company also has an information technology alliance with
IBM for its group-wide information technology requirements and with Nortel for
call center technology requirements. The call center operations for the mobile
services have been outsourced to IBM Daksh, Hinduja TMT, Teletech &
Mphasis
Bharti Airtel Limited, together with its subsidiaries, provides
telecommunication services in India. The company operates in five segments:
Mobile Services, Telemedia Services, Enterprise Services Carriers, Enterprise
Services Corporate, and Passive Infrastructure Services. The Mobile Services
segment offers mobile services using global system for mobile
communications (GSM) technology. It offers post-paid, pre-paid, roaming, and
value added services through its 23 telecom circles. The Telemedia Services
segment offers services through wire-line connectivity to the subscriber, as
well as broadband Internet. The Enterprise Services Carriers segment offers
domestic and international long dista...
Organisation Structure
As an outcome of a restructuring exercise conducted within the company; a
new integrated organizational structure has emerged; with realigned roles,
responsibilities and reporting relationships of Bhartis key team players. With
effect from March 01, 2006, this unified management structure of 'One
Airtel' will enable continued improvement in the delivery of the Groups
strategic vision.
23
24
VISION
25
MISSION
TO BE GLOBALLY ADMIRED FOR TELECOM SERVICES THAT DELIGHT
CUSTOMERS
.
Airtel will meet global standards for telecom services that delight customers
through :
26
HIGHLIGHTS
Bharti Airtel joins hands with Manchester United for a five year
exclusive agreement .
MOBILE SERVICES
Bharti Airtel offers GSM mobile services in all the 23-telecom circles of India
and is the largest mobile service provider in the country, based on the number
of customers.
AIRTEL TELEMEDIA SERVICES
The group offers high speed broadband internet with a best in class network.
With Landline services in 94 cities we help you stay in touch with your friends
& family and the world. Get world class entertainment with Indias best direct
to home (DTH) service digital TV in more than 150 cities
ENTERPRISE SERVICES (CARRIER )
Carrier business unit provides long distance wholesale voice and data
services to carrier customers as well as to other business units of Airtel. It also
offers virtual calling card services in the overseas markets.
The business unit owns a state of the art national and international long
distance network infrastructure enabling it to provide connectivity services
both within India and connecting India to the world.
27
28
29
WEAKNESSES
An often cited original weakness is that when the business was started by
Sunil Bharti Mittal over 15 years ago , The business has little knowledge and
experience of how a cellular telephone system actually worked . So the start
up business had to outsource to industry experts in the field .
Until recently Airtel did not own its new towers which was a particular strength
of some of its competitors such as Hutchison Essar . Towers are important if
your company wish to provide wide coverage nationally .
OPPORTUNITIES
The company possesses a customized version of the google search engine
which will provide broadband services to customers . The tie up with google
can only enhance Airtel brand and also provide advertising opportunities in
Indian for google .
The telecommunicatons and new technology brands see Airtel as a key
strategic player in the Indian market . The new iphone will be launched in
india via an Indian distributorship . Another strategic partnership is held with
blackberry wireless communications .
30
THREATS
Airtel and Vodaphone seem to be having an on /off relationships . Vodaphone
which owned a 5.6% stake in Airtel business sold it back to Airtel and instead
invested in its rival Hutchison Essar . Knowledge and technology previously
available to Airtel moves into the hands of one of its customers .
Quickly changing pace of global communications industry could tempt Airtel to
go along the acquisition trial which may make it vulnerable if the world goes
into recession .
31
CHAPTER 4
ANALYSIS AND INTERPRETATION
Analysis and Interpretation
3. Variation in Satisfaction
It includes two different ways:
Satisfaction level of the total respondents.
Department wise analysis of satisfaction level.
Salary wise analysis of satisfaction level.
The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score
of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically
important to a score of 1 for not at all important.
32
Questions
Average
Satisfaction
(S)
Average
Importance
(i)
Sxi
2.06
1.68
2.9
2.76
2.44
2.54
2.24
2.00
2.40
1.86
3.00
2.98
2.84
3.44
4.48
3.72
3.9
4.04
3.78
4.06
3.12
3.14
4.2
3.78
3.74
3.8
7.086
7.526
10.79
10.76
9.858
9.601
9.094
6.24
7.536
7.812
11.34
11.15
11.02
1.76
3.16
3.34
3.24
55.78
5.878
10.24
135.931
Working Environment
Convenient Work Location
Recognition for the work done
Friendly working environment
Opportunities for flexible working
Working in dynamic organization
Working in reputed organization
Interesting and Enjoyable Work
Work that gives a sense of achievement
Working with young people
Job security
Opportunities for personal development
Opportunities for Promotion/career
Prospects
Fair payment for the work done
Good Policies
135.931
2.436
55.78
The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score
of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically
important to a score of 1 for not at all important.
Figure 1
33
20
18
16
14
12
Sxi
Average Importance
Average Satisfaction
10
8
6
4
2
0
34
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
Working Environment.
Convenient Work Location.
Recognition for the Work Done.
Friendly Working Environment.
Opportunities for Flexible Working.
Working in a Dynamic Organization.
Working in a Reputed Organization.
Interesting & Enjoyable Work.
Work that gives a sense of Achievement.
Working with Young People.
Job Security.
Opportunities for Personal Development.
Opportunities for Promotion/Career Prospects.
Fair Payment for the Work Done.
Good Policies.
35
Variation in Satisfaction
The Satisfaction Index for the total respondents is for the total respondents 2.436 (Table 1 and Figure 1) which indicates that the employees are relatively
satisfied with the various services being catered by the company as against
their importance. It can be attributed to the fact that the company caters to the
various needs of the employees and it tries to provide the more important
needed services like Opportunities for promotions, Fair Salary and Good
Company Policies as and when needed.
36
S.No.
Average
Average
Satisfaction
Importance
(S)
(i)
Working Environment
Convenient Work Location
Recognition for the work done
Friendly working environment
Opportunities for flexible working
Working in dynamic organization
Working in reputed organization
Interesting and Enjoyable Work
Work that gives a sense of
3.76
3.00
2.75
1.80
2.00
1.45
2.15
1.99
3.16
4.00
2.75
3
2.64
1.83
3.25
1.90
3.78
3.24
15.04
8.25
8.25
4.752
3.66
4.712
4.085
7.522
10.238
10
11
12
achievement
Working with young people
Job security
Opportunities for personal
3.20
2.84
2.54
4.12
3.80
3.78
13.184
10.792
9.601
13
development
Opportunities for Promotion/career
4.10
2.15
8.815
Prospects
Fair payment for the work done
Good Policies
1.05
4.36
3.84
2.67
46.75
4.032
11.641
124.574
1
2
3
4
5
6
7
8
9
14
15
Sum
Questions
SXi
124.574
i
2.664
46.75
37
Sxi
38
25
20
15
Sxi
Average Importance
Average Satisfaction
10
39
S.No.
Questions
Average
Average
Satisfaction
Importance
(S)
(i)
Sxi
1
2
3
4
5
6
7
8
9
Working Environment
Convenient Work Location
Recognition for the work done
Friendly working environment
Opportunities for flexible working
Working in dynamic organization
Working in reputed organization
Interesting and Enjoyable Work
Work that gives a sense of
2.40
1.19
3.69
2.90
3.33
1.50
4.45
3.23
2.59
3.00
2.50
1.00
4.20
4.15
1.97
2.87
4.02
1.76
7.20
2.975
3.69
12.18
13.819
2.955
12.771
12.984
4.558
10
11
12
achievement
Working with young people
Job security
Opportunities for personal
1.48
4.39
3.50
3.79
3.57
4.19
5.609
15.672
14.665
13
development
Opportunities for Promotion/career
2.25
4.69
10.552
Prospects
Fair payment for the work done
Good Policies
2.05
3.10
3.30
2.90
47.91
6.765
8.99
135.385
14
15
Sum
= SXi
= 135.385 = 2.825
40
47.91
41
18
16
14
12
10
Average Satisfaction
Average Importance
Sxi
8
6
4
2
0
42
S.No.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Sum
Questions
Average
Average
Satisfaction
Importance
(S)
(i)
Working Environment
Convenient Work Location
Recognition for the work done
Friendly working environment
Opportunities for flexible working
Working in dynamic organization
Working in reputed organization
Interesting and Enjoyable Work
Work that gives a sense of achievement
Working with young people
Job security
Opportunities for personal development
Opportunities for Promotion/career
3.58
1.50
3.20
1.39
2.46
4.62
3.00
1.38
2.85
1.11
3.67
1.29
2.87
4.25
2.35
1.59
1.38
4.03
3.27
1.28
3.81
4.19
2.59
1.98
3.08
1.78
15.21
3.52
5.08
1.91
9.91
15.10
3.84
5.25
11.94
2.87
7.26
3.97
5.10
Prospects
Fair payment for the work done
Good Policies
3.40
4.25
4.45
4.78
44.81
15.13
20.31
126.47
= SXi
i
= 126.4736 = 2.8224
44.81
The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score
of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically
important to a score of 1 for not at all important.
43
Sxi
25
20
15
Average Satisfactio
Average Importanc
Sxi
10
44
S.No.
Questions
Average
Satisfaction
Average
Importance
(S)
(i)
Sxi
Working Environment
1.769
3.423
6.05
2.769
3.577
9.90
2.923
3.615
10.56
3.000
3.808
11.42
2.423
3.577
8.66
1.962
4.231
8.30
2.308
2.885
6.65
2.346
4.077
9.56
3.115
3.077
9.58
10
2.462
3.962
9.75
11
Job security
1.731
3.462
5.99
12
2.000
3.423
6.84
13
2.615
3.923
10.25
14
1.923
3.885
7.47
15
Good Policies
2.577
3.615
9.31
54.54
130.35
Sum
= SXi
i
= 130.359 = 2.390
54.54
45
46
20
18
16
14
12
Sxi
Average Importance
Average Satisfaction
10
8
6
4
2
0
47
S.No.
Questions
Average
Satisfaction
Average
Importance
(S)
(i)
Sxi
Working Environment
2.25
3.41
7.68
1.66
4.58
7.63
3.16
4.08
12.93
2.83
4.16
11.81
2.5
4.33
10.83
2.5
4.00
10.00
2.16
4.16
9.02
1.83
3.33
6.11
2.5
3.08
7.70
10
2.33
3.25
7.58
11
Job security
2.41
4.25
10.27
12
2.16
4.41
9.56
13
1.41
4.16
5.90
14
2.25
4.16
9.37
15
Good Policies
3.08
4.00
12.33
59.41
138.7
Sum
= SXi
i
= 138.774 = 2.335
59.417
48
25
20
15
Sxi
Average Importance
Average Satisfaction
10
49
S.No
.
Questions
Average
Satisfaction
Average
Importance
(S)
(i)
Sxi
Working Environment
1.75
3.75
6.56
1.75
4.75
8.31
3.00
3.50
10.50
2.75
4.50
12.38
2.75
4.25
11.69
1.5
3.5
5.25
2.5
3.75
9.37
3.25
3.75
12.19
4.75
4.00
19.00
10
2.5
4.5
11.25
11
Job security
3.00
3.00
9.00
12
1.85
3.20
5.92
13
1.5
3.5
5.25
14
4.0
3.90
15.60
15
Good Policies
3.0
4.0
12.0
57.85
154.28
Sum
50
= SXi
i
= 154.281 = 2.666
57.85
51
30
25
20
Sxi
Average Importance
Average Satisfaction
15
10
52
S.No.
Questions
Average
Satisfaction
Average
Importance
(S)
(i)
Sxi
Working Environment
2.00
3.37
6.75
1.25
4.5
5.62
2.875
3.75
10.78
2.5
3.75
9.37
2.00
3.75
7.50
2.12
3.75
7.96
1.5
3.37
5.06
2.75
3.62
9.96
1.75
4.25
7.43
10
3.00
3.00
9.00
11
Job security
2.37
3.25
7.719
12
2.12
3.87
8.23
13
1.87
3.87
7.26
14
2.12
3.50
7.43
15
Good Policies
1.75
3.87
6.78
55.5
116.90
Sum
53
= SXi
i
= 116.906 = 2.106
55.5
54
20
18
16
14
12
Sxi
Average Importance
Average Satisfaction
10
8
6
4
2
0
55
S.No.
Questions
Average
Satisfaction
Average
Importance
(S)
(i)
Sxi
Working Environment
2.07
3.46
7.17
1.64
4.46
7.33
3.17
3.17
11.81
1.82
2.10
3.92
2.07
3.00
6.21
2.75
1.78
4.91
2.22
2.00
4.45
2.71
3.50
9.50
1.85
2.15
3.99
10
1.71
3.21
5.51
11
Job security
3.03
3.35
10.19
12
1.63
1.78
2.92
13
3.53
4.28
15.16
14
2.64
4.00
10.57
15
Good Policies
2.77
3.96
11.01
46.25
114.67
Sum
56
= SXi
i
= 114.679 = 2.479
46.251
The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score
of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically
important to a score of 1 for not at all important.
57
16
14
12
10
Average Satisfaction
Average Importance
Sxi
8
6
4
2
0
58
S.No.
Questions
Average
Satisfaction
Average
Importance
(S)
(i)
Sxi
Working Environment
2.10
3.41
7.18
1.86
4.48
8.34
2.93
3.58
10.51
2.65
3.86
10.25
2.34
4.03
9.46
2.17
3.17
6.88
2.58
3.06
7.93
3.50
3.00
10.50
1.75
2.49
6.89
10
3.59
3.19
7.93
11
Job security
3.40
4.12
14.01
12
2.72
3.96
10.80
13
2.44
3.51
8.60
14
2.31
3.55
8.20
15
Good Policies
3.99
3.89
15.55
53.35
143.09
Sum
= SXi
= 143.092 = 2.682
59
53.351
60
18
16
14
12
10
Average Satisfaction
Average Importance
Sxi
8
6
4
2
0
61
S.No.
Questions
Average
Satisfaction
Average
Importance
(S)
(i)
Sxi
Working Environment
2.00
3.41
6.82
1.35
4.47
6.04
2.94
3.94
11.59
2.88
3.82
11.02
2.52
4.00
10.12
1.88
3.00
5.64
1.47
3.94
5.79
2.11
3.00
6.35
2.82
3.23
9.13
10
3.11
3.70
11.55
11
Job security
3.99
3.52
14.10
12
1.52
3.23
4.94
13
3.72
4.10
15.28
14
4.00
4.35
17.40
15
Good Policies
3.99
4.00
15.99
55.74
151.82
Sum
62
= SXi
i
= 151.823 = 2.723
55.744
63
20
18
16
14
12
Average Satisfaction
Average Importance
Sxi
10
8
6
4
2
0
64
FINDINGS
1.On the basis of survey maximum respondents use telecom services .
This shows that awareness among the people and the increased usage of
telecom services .
2. Among the all user of Airtel GSM-PCO is highest that is 31% as
compared to Tata Indicom and Reliance .
3.31% of the respondents say that Airtel provide a good service and 22%
of the respondents say they Airtel coverage is very broad , 19%
respondents use Airtel GSM-PCO because of its brand image .
4.Employees are more satisfied as conditions improved since the
company was formed .
RECOMMENDATIONS
By virtue of its connectivity and strategies used AIRTEL is successful in
grabbing the highest market share in India but there are still some
recommendations from my study point of view is that AIRTEL needs to
make its network services more stronger than other service providers to
dominate the market in future too .
AIRTEL should introduce cheaper recharge cards
than the other because its competitor HUTCH had introduced it .
AIRTEL should provide customer satisfaction and
more services to customers . They should bring more attractive offers to
grab market . Innovative ideas should be used by recruiting talented
people . They should try to solve complaints of customers as soon as
possible .
65
LIMITATIONS
1.FOCUS ON PARTICULAR TERRITORY
The main focus of the study is limited to particular area only .
2.OPINION ORIENTED
Some of the respondents may get biased towards their organization and
may project a rosy picture which may affect the reliability and relevance of the
study .
3.PROBLEM OF GETTING INFORMATION FROM SOME DEPARTMENTS
Some of the people were not interested in answering questions which were
asked to them which created problem in analyzing the data .
4. DATA COLLECTED FROM SECONDARY SOURCES
Data collected from secondary sources may not be exactly applicable in
practical situations .
66
CHAPTER 5
CONCLUSION
Research shows that satisfied, motivated employees will create higher
customer satisfaction and in turn positively influence organizational
performance. Convenient work location, working with young people,
opportunities for promotion and career prospects, fair salary, good policies,
job security and dynamic working environment are few attributes which are
critically important from the view point of most of the employees.
Employees have an overall satisfaction index of 2.43 which indicates
that the employees are relatively satisfied with the various services being
catered by the company as against their important.
It seems that employees of Accounts Department. are nearly as
satisfied as Power Division, Customer Care, Human Resources &
Administration, Service Department, however IT & ERP Department are most
dissatisfied.
Employees falling in C category of the income group
(Rs.5, 00,000 and more p.a.) are the most satisfied than the other categories
of income.
67
STRATEGIES
Some of the strategies that are being followed by me during my project is
1. To meet atleast 10-15 employees a day .
2. To maintain a personal relationship with the
employees and look upon their problems .
3 Collecting the data of the employee from various
sources .
We are required to undertake assignments along with the day to day
functions of the company , both at the assistance and execution level .
This helps us to gain a better understanding of the work , culture ,
deadlines , pressure etc of the organization .
The objective of the on the job training is to learn and develop
knowledge and quality of interaction with employees .
68
ANNEXURE 1
EMPLOYEE SATISFACTION QUESTIONNAIRE
SBU/ENTITY :
LOCATION :
DEPARTMENT:
DESIGNATION:
SEX :
CATEGORY:CLERICAL/LABOUR
NO. OF YEARS OF SERVICE IN THE ORGANIZATION :
(1) Strongly Agree, (2) Agree, (3) Uncertain, (4) Disagree, (5) Strongly
Disagree
(6) Not Applicable
1.) I get all information about the events and affairs of the company which
have an effect on my work.
(1)
(2)
(3)
(4)
(5)
(6)
2.) Employees are encouraged to suggest new ideas about their work
(1)
(2)
(3)
(4)
(5)
(6)
3.) When you have a suggestion to improve your job it is easy for you to get
your ideas across to your immediate supervisor.
(1)
(2)
(3)
(4)
(5)
(6)
4.) I am provided with clear instructions and sufficient facilities regarding
new assignments.
(1)
(2)
(3)
(4)
(5)
(6)
5.) I am clearly informed about what exactly is expected of me regarding my
work.
(1)
(2)
(3)
(4)
(5)
(6)
6.) Employees receive recognition and appreciation for their abilities,
efficiency and good work done.
(1)
(2)
(3)
(4)
(5)
(6)
7.) There are adequate training programs and workshops conducted as per
my requirement to perform my job well
(1)
(2)
(3)
(4)
(5)
(6)
8.) Every employee is given a fair chance, by the head of the concerned
department to attend the workshops and training programs.
(1)
(2)
(3)
(4)
(5)
(6)
69
9.) We have good opportunities to learn new skills and new jobs
(1)
(2)
(3)
(4)
(5)
(6)
10.) The company provides excellent benefits and welfare facilities for
the employees and their families.
(1)
(2)
(3)
(4)
(5)
(6)
11.) If all the required documents are furnished properly, applications for
various loans are processed promptly.
(1)
(2)
(3)
(4)
(5)
(6)
12.) All the allowances and advances are provided on time
(1)
(2)
(3)
(4)
(5)
(6)
13.) Medical facilities are adequate and provided on time
(1)
(2)
(3)
(4)
(5)
(6)
(6)
(4)
(5)
(6)
22.) How satisfied are you with the physical working conditions mentioned
below, in the organization
(1) Very satisfied, (2) Satisfied, (3) Uncertain, (4) Dissatisfied,
70
71
ANNEXURE 2
DATA SOURCES
Data is collected from both primary sources i.e. questionnaire and also from
secondary sources .
PRIMARY SOURCES
SECONDARY SOURCES
72
BIBLIOGRAPHY
WEBSITES
http://airtelworld.com
www.hutch.co.in
www.bsnl.co.in
www.infoline.com
SEARCH ENGINES
www.google.com
www.yahoo.com
www.nbci.com
BOOKS REFERRED
73