An Internship report on Employee Satisfaction Of National Bank Limited

Jatrabari Branch

Submitted To Saleh Md. Arman Assistant Professor Dept. of Business Administration School of Business, MIU

Submitted ByShekh Ishtiak Ahamed

ID- 1234BBA02256

MANARAT INTERNATIONAL UNIVERSITY, BANGLADESH

Submission Date : 3rd December

An Internship report on Employee Satisfaction Of National Bank Limited

Jatrabari Branch

Submitted To Saleh Md. Arman Assistant Professor Dept. of Business Administration School of Business, MIU

Submitted ByShekh Ishtiak Ahamed

ID- 1234BBA02256

MANARAT INTERNATIONAL UNIVERSITY, BANGLADESH

Submission Date : 3rd DecemberChapter Particulars Page No

Title page 1-2Letter of Transmittal 3

Acknowledgement 4

Executive Summary 5

Chapter-1Introduction 06

Origin of the Study 06

The Flow Chart of the Study 06

Objective of the Study 07

Broad Objective 07

Specific Objective 07

Methodology of the Study 08

Questionnaire 09

Scope of the Report 09

Limitations of the Report 10

Chapter-2 Organization Overview 11

Goals 11

Vision 12

Mission 12

Core Values 13

Commitment 14

SWOT Analysis 16

SWOT Analysis at a glance 17

Strengths 18

Weaknesses 18

Threats 20

Chapter- 3 12

Literature Review 21

Job satisfaction- organization’s view 21

Job satisfaction- employee’s view22

Job Satisfaction Model23-24

Chapter- 4

Analysis and Findings25

Questionnaire On26-38

Findings of the Study39

Chapter-#5

Recommendations & Conclusion40

Conclusion41

Bibligraphy 42

Questionnaire On43

Letter of Transmittal

3rd DecemberTo

Saleh Md. Arman

Assistant Professor, MIU

Subject: Submission of Internship Report on Employee Satisfaction.

Dear Sir,

This is my pleasure to submit my term report entitled “A Report on Employee Satisfaction of National Bank Limited”.

.

This report gave me an opportunity to have a practical experience to the working

environment & activity of the Banking Sector through National Bank Ltd. at Jatrabari

Dhaka. I have acquired a good knowledge on its General banking and Foreign Exchange

department.

In the report, I tried to mention briefly about general Banking, Foreign Exchange and

thoroughly described about improving customer service and overall performance of

National Bank Ltd.

With your intelligent and kind supervision I believed that the knowledge and experience

that I gathered during term project period would help me in future. I will always be

available for any clarification that you may require.

Sincerely yours,

Shekh Ishtiak Ahamed

ID: 02256

Acknowledgment

All praises are due to Almighty Allah who enabled me to complete this report. This

Report entitled “An Internship report on Employee Satisfaction of National Bank

Limited ”.

The study has been successfully accomplished along with considerate support and

continuous guidance of few people. This is the utmost pleasure of mine to show

sincere appreciation towards those individuals.

First of all, I would like to express my gratefulness to my respected supervisor

Saleh Md. Armann Assistent Proffesor of MIU , Bangladesh for his support in every

area of this research.

Particularly, I would like to acknowledge gratefully to Mst. Ferdousi Aktar (senior officer-

Foreign Exchange Dept.), Mr. Md Mamunur Rahman (Senior Principal Officer), & Mr.

Mohammad Saydur Rahman (Officer- Foreign Exchange Dept.) and Mr.Mohammad Zahir

(Officer- Foreign Exchange Dept.) , who gave me some special directions, information and

advice about various banking systems and procedures from time to time.

I am grateful to all concerned persons who provided valuable guidance, suggestions and

advices in collecting information, analyzing and preparing the report. I am particularly

indebted to them whose efforts and cordial cooperation made the report possible.

Executive Summary

National Bank Limited is running its business successfully in Bangladesh from March

28, 1983 onwards. This study is the result of my internship program ran for the past

three months placed at the National Bank Ltd. Jatrabari Branch, Dhaka. It has already

developed reputation among the users. The bank operates its all products as the Jatrabari

Branch is middle of the city. As a result the branch has to deal with commercial and

non-commercial clients. Therefore, the branch has all level of employees of the bank.

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.

Since my internship program was directed to understand the level of job satisfaction, I

had to gain the practical area of responsibilities and of accountabilities of the employee

so that I could interact with them to assess their views about and relations with the

organization. I tried best to ask the staffs directly and indirectly to gather my

information. However, I had a good access to the bank‘s publications. My task was

designed to understand the level of job satisfaction of the employee of the National Bank

Ltd. Jatrabari Branch. For preparing this report I used primary and secondary data. The

objectives of the report were understood level of job satisfaction of the employees of the

National Bank Ltd, Jatrabari Branch.

The study finds that every employee wants to see his or her place in good condition. But

the good condition of his or her largely depends on his or her harmonious relation with

the bank. So, it can be suggested that the bank‘s policies should be made to give equal

opportunities for all staffs. It is realized that financial security from the job really

motivates the staff to be more professional and dedicated to their service.

Chapter One

Introduction

1.1 Background of the StudyAcademic course of study benefits us in a real sense when it has practical applications in our life. When

students engage themselves in practical fields to make proper use of their theoretical knowledge, they

come to realize the benefits of that knowledge. Such an application is possible through an internship

program. I had the opportunity to work in one of the country’s leading commercial banks named

“National Bank Ltd” and my report topic was “Employee Job Satisfaction of National Bank Ltd”.

Banking is an important segment of the financial infrastructure of any country. There are mainly two

types of banking- commercial banking and investment banking. Commercial banks raise funds by

collecting deposits from customers and by lending that deposited amount to other customers in exchange

of high interest rates. Like other commercial banks, National Bank Ltd is also operating its business in

this way and is now a leading commercial bank in Bangladesh.

1.2 Origin of the ReportThis report is based on an internship program. National Bank Ltd. arranges internship program

with a view to providing the students with practical knowledge which they did not acquire

throughout the BBA program.

I was instructed by Saleh MD. Arman, Assistent Professor, Department of Business

Administration, Manarat International University to submit a report on Job satisfaction.

1.3 Scope of the ReportThis internship program provided me with the opportunity to gather practical experiences and

knowledge about several areas of banking. I got a primary idea about the existing corporate

culture of the country. During the first few weeks of my internship period, I communicated with

all the employees of the Jatrabari branch and subsequently adapted myself with the working

environment of the bank. While preparing this report, I had a great opportunity to have in depth

knowledge of all the banking activities of National Bank Ltd. It has enriched my knowledge and

will help me a lot in future to build up my career in the banking sector.

1.4 Objective of the Study

Broad Objective:

The broad objective of the study is to specific assure job satisfaction of National Bank Limited , Jatrabari branch.

Specific Objectives:

The study was conducted with a view to achieving the following secondary objectives:

To measure the level of job satisfaction of employees with respect to the company.

To find out the components that prompt job satisfaction of the staffs of National Bank

Ltd. (Jatrabari Branch)

To know the reasons behind the job dissatisfaction of the employees from the findings.

1.5 Methodology of the StudyWith a view to preparing this report, a set of questionnaires was used which helped me to gain

factual information regarding the client satisfaction level. Data needed for conducting the study

have been collected from the following sources:

Primary sources:

Questionnaire

2

Secondary sources:

Secondary sources are the permanent and printed sources of information. This are-

Annual reports

Desk report of related department

Brochures

Different reference books

Banker’s training book

Study of related books

Internet

1.6 Methods of Data collection:

For data collection - Interview method was used. Interviews were taken with the officers

of Jatrabari Branch of National Bank Ltd. through questionnaire.

Sampling Method:

Convenience sampling method has been performed for selecting samples.

Target population:

All officers work at Jatrabari Branch, one bank ltd.

Sample size: There were 15 respondents

Questionnaires:1. Are you satisfied with your regular assigned activities?

2. Do you think that the leaders in your organization are positive role models to you?

3. Does the supervisor keeps you well informed about what‘s going on in the company?

4. Do you think that your views and participation are valued in the company?

5. Does the supervisor care most important to you?6. Are you satisfied with the Professionalism of the people with whom you work?

7. Do you feel flexible with the team spirit in your work environment?.

8. Does your work give you a feeling of personal accomplishment?

9. Do you receive appropriate recognition for your contributions?

10. Does the empowerment influence the quality of your work?

11. Are you satisfied with the ability to maintain a balance between family and work life?

12. Do you think that your compensation matches to your responsibilities?

13. Are you satisfied with the overall job security?

14. Do you receive informal praise and appreciation from your supervisor?

15. Are you satisfied with the company as a place to work?

1.7 Data Analysis & Interpretation: 5Points

1. Scale: Likert scale.

2. Interpretation – Bar Chart &

Pie Chart

1.8 Limitation of the Study:

There are some limitations of the report and therefore it may lack some crucial data. In preparing

the report, I faced some kind of problems which are as follows:

The primary constrain of the study was insufficiency of information, which was required

for the study. There are some information which the employees can’t provide due to

security and other corporate obligations.

Due to time limitation, many of the important aspects could not be discussed in the

report. Learning all the functions of a bank within just 90 days is hard enough.

Since the officers were very busy, they could not provide enough time.

I didn’t have the opportunity to visit more than one branch.

Chapter Two

Organizational Profile

2.1 Banking IndustryA bank is a financial intermediary that accepts deposits channels those into lending activities, either

directly or through capital markets. A bank connects customers with capital deficits to customers with

capital surpluses.Banking is generally a highly regulated industry, and government restrictions on

financial activities by banks have varied over time and location.

2.2 Overview of National Bank Limited

National Bank Limited was incorporated in May, 1999 With the Registrar of Joint Stock

Companies under the Companies Act. 1994, as a commercial bank in the private sector.

The Bank is pledge-bound to serve the customers and the community with utmost dedication.

The prime focus is on efficiency, transparency, precision and motivation with the spirit and

conviction to excel as ONE Bank in both value and image.

The name 'National Bank' is derived from the insight and long nourished feelings of the

promoters to reach out to the people of all walks of life and progress together towards prosperity

in a spirit of oneness.

THIRD GENERATION PRIVATE COMMERCIAL BANK NBL is a private sector commercial bank dedicated in the business line of taking deposit from public

through its various saving schemes and lending the fund in different sectors at a margin. Proper risk

assessment and compliance is meticulously followed in selection of asset and liability portfolio. The

banks are financing concentrate in both working capital and long term financing.

 

In the industrial sector, the major concentration of the bank is on the textile and RMG sector. With the

increase exposure to RMG, bank has increased its non-funded business substantially. Bank has taken

initiative to increase exposure in SME for broadening the access of small entrepreneurs to bank credit.

 

With state of art technology, NBL has real time on-line banking facility and has launched Visa debit and

credit card, ATM facility, E-Banking, Mobile banking etc. A full-fledged Disaster Recovery (DR) centre

has been established in Shirajgonj to ensure business continuity of the bank. NBL has introduced

Centralized Loan Administration and Trade Processing centre at Dhaka and Chittagong zone.

2.3 Objectives of National Bank Ltd.

Bringing modern banking facilities to the doorstep of general public through diversification of Banking

services, thereby arousing saving propensity among the people.

Foreign a cordial, deep-rooted and firm banker-Customer relationship by dispensing prompt and improved

clientele services.

Taking part in the development of the National Bank economy through productive deployment of the

Bank's resources as well as patronizing different social activities.

Connecting clients to modern banking practices by the best application of improved information

technology, so that they get encouraged to continue and feel proud of banking with National Bank Ltd.

Ensuring highest use of the professional workforce through enhancement of their aptitude and competence.

Responding to the need of the lime by participating in syndicated large loan financing with like-minded

Bank's of the country, thereby expanding the area of investment of the Bank.

Elevating the image of the Bank at home and abroad by sustained expansion of its activities.

2.5 Corporate Vision

Ensuring highest standard of clientele services through best application of latest information technology making due

contribution to the National Bank economy and establishing ourselves firmly at home and abroad as a front ranking

bank of the country are our cherished vision.

Vision statement

To constantly seek ways to better serve our Customers.

Be pro-active in fulfilling our Social Responsibilities.

To review all business lines regularly and develop the Best Practices in the industry

Working environment to be supportive of Teamwork, enabling the Employees to perform to the very best

of their abilities

2.6 Corporate Mission

Efforts for expansion of our activities at home and abroad by adding new dimensions to our banking services are

being continued unrelated Alongside, we are also putting highest priority in ensuring transparency, accountability

improved clientele service as well as to our commitment to serve the society through which we want to get closer

and closer to the people of all strata. Winning an everlasting seat in the hearts of the people as a caring

Companion in uplifting the National Bank economic standard through continuous up gradation and diversification

of our clientele services in line with National Bank and inter Bank requirements is the desired goal we want to reach.

Mission Statement:

To establish National Bank limited as a Role Model in the Banking Sector of Bangladesh.

To meet the needs of our Customers, Provide fulfillment for our People and create Shareholder Value.

2.7 Business Goal

To patronize, sponsor and encourage games and sports, entertainment and other socio-economic activities, alongside

providing the best services to the clients.

2.8 Line of Business of National Bank Ltd.

Investment Banking

Lease Finance

Investment in Government and provide Security

Inter Bank Trade Finance (Import, Export)

Foreign Exchange Dealing (Currency Dealing, Remittance)

Corporate Finance

Syndication

SME Banking

Personal Banking (Housing Loan, Personal Loan)

Remittance Operations

2.9 Divisions of National Bank Ltd.

Audit and Inspection Division

ATM card division

Budget & Monitoring Division.

Credit Card Division.

Classified Loan Recovery Division.

Financial Administration Division.

General Banking Division.

Human Resources Division.

Information System & Technology Division.

Law & Recovery Division.

Marketing Division.

Public Relations Division.

Reconciliation Division.

System & Operation

2.10 Products of One Bank Ltd.

Deposit Products

Pyramid Savings

Elegant Savings

Quick Millionaire

NRB Savings Plus

Pensive

Edusave

Marrysave

One-Two-Three

School Banking

Monthly Money Maker

Corporate Deposit Scheme

Gold Savings Account

Silver Savings Account

Money Rotator

2.11 Loan Products of One Bank Ltd.

Personal Loan

Cash Line

Home Loan

Car Loan

Student Loan

Consumer Loan

Doctor's Loan

Professional Loan

2.12 Corporate Social Responsibilities:

The bank has decided to constitute National Bank Foundation to enable the Bank to undertake CSR more

proactively by taking planned initiatives and serve the needy and distressed community at large. The bank is setting

up National Bank Foundation to undertake CSR more proactively by taking planned initiatives and serve the needy

and distressed community at large.

Disaster relief

•    The bank undertook the tasks of assisting poor in various forms such as helping victims of natural disaster by

providing food, shelter and self-employment where possible.

• Contributed to the Prime Minister’s Relief Fund for ‘Aila’ victims.

Environment

•    The bank vowed to be environmentally and socially responsible within the organization by focusing on the well-being and sustained development of the people working in the bank as well as their aspirations, efforts and achievement and further capacity building.

• The bank has been keeping watch on the environmental and social impact of proposed undertakings. The Bank

take confirmation of compliance by clients by way of Clearance Certificate from Department of Environment to the

effect that concerned projects will not have any adverse impact on environment.

Sports

•    Donated vehicles for development of sports like cricket.

Social Welfare

•    Stipends to poor but meritorious students, adult schools, vocational training centers as well as building infra-

structures etc.

•    Sponsored billboards containing the Citizen’s Charter at different Police stations & provided raincoats &

umbrellas for policemen and road barriers & traffic canopies.

•    Sponsored painting exhibition at Shilpokola Academy.

•    Arranging free eye camps and other health related assistance.

•    Donations to initiatives of Civil Society Organizations (CSOs), NGOs and institutions involved in health,

education and cultural sectors for social and environmental improvement including nutrition, health and education in

the disadvantaged population segments.

•    Introduced School banking to promote the savings habit among the children.

2.13 SWOT Analysis of National Bank Ltd

In order to analyze and compare Customer service and operation Unit of National Bank with

its local peers, a SWOT analysis have been conducted through some in-depth interviewing of

some of their officers. In the process of making a SWOT, employees point out some major

strength and weaknesses as well as some threats and opportunities regarding the various issues

of the Bank such as –

• Service level

• Organizational identity

• Operational efficiency

• Technology

• Employee efficiency etc. along with many other issues.

The analysis is presented in next few pages and can be very much helpful to evaluate

the performance level of Customer service and operation Unit of National Bank as well

as overall banking activities.

SWOT Analysis at a glance

STRENGTHS

Strong corporate identity

Strong employee bonding and

belongingness

Enthusiastic workforce

Sophisticated automated

system.

Network of Branches

WEAKNESSES

Absence of strong marketing

activities

More innovative products must

be offered

High charges of Fund Transfer

Discouraging small

entrepreneurs

OPPORTUNITY

Acquisition

Country wide network

Experienced managers

Huge population

Weak marketing message by

local and foreign banks

THREAT

Upcoming banks

Similar products are offered by

other Banks

Industrial downward trend due

to recession, inflation and

unemployment

Fluctuating exchange rates

• Strengths

Strong corporate identity: According to the customers, National is the renowned provider of

financial services identity in Bangladesh. With its strong corporate image and identity, it has

better positioned itself in the minds of the customers. This image has helped National grab the

personal banking sector of Bangladesh very rapidly.

Strong employee bonding and belongingness: National employees are one of the major

assets of the company. The employees of National Bank have a strong sense of commitment

towards organization and also feel proud and a sense of belonging towards National. The

strong organizational culture of National is the main reason behind its strength.

Enthusiastic workforce: The selection and recruitment of National emphasizes on having the

skilled graduates and postgraduates who have little or no previous work experience. In

addition, this type of young and fresh workforce stimulates the whole working environment of

National.

Sophisticated automated system: Quality services through modern sophisticated automated

system.

Network of Branches: Huge network of National branch in every division and all over

Bangladesh to serve the demand of the large population.

• Weaknesses

Absence of strong marketing activities: one currently do not have any strong marketing activities

through mass media e.g. Television. TV ads play vital role in awareness building.

More innovative products must be offered: In order to be more competitive in the market,

one should come up with more new attractive and innovative products. This is one of the

weaknesses that National is currently going through.

High charges of Fund Transfer: Presently National charges similar rates for all types of fund

transfer for outside of same clearing zone. However, for more business with industry, National

should reduce the charge of Fund Transfer.

Discouraging small entrepreneurs: National provides clean service to most of its solvent

clients. They usually do not want to finance small entrepreneurs whose financial standing is

not clean to them.

• Opportunities

Acquisition: In Bangladesh, it can diversify quickly by acquiring various local established

banks and increase its total operation within Bangladesh rapidly.

Country wide network: The ultimate goal of National is to expand its operations to whole

Bangladesh. Nurturing this type of vision and mission and to act as required, will not only

increase National‘s profitability but also will secure its existence in the long run.

Experienced Managers: One of the key opportunities for National Bank is its efficient

managers. National has employed experienced managers to facilitate its operation. These

managers have already triggered the business for National.

Huge Population: Bangladesh is a developing country to satisfy the needs of the huge

population, a large amount of investment is required. On the other hand, building EPZ areas

and some Govt. policies easing foreign investment in our country made it attractive to the

foreigners to invest in our country. Therefore, National has a large opportunity here.

Weak marketing message by local and foreign banks: The basic assumption of trade

business is that customer will come to the bank and ask for service that is why local and

foreign banks are not that much enthusiastic about letting know their service features. This is

an opportunity for National to develop messages regarding their services.

• Threats

Upcoming Banks: The upcoming private, local, and multinational banks possess serious

threats to the existing banking network of National. The intensity of competition among banks

is rising. National will have to develop strategies to compete against and win this challenge.

Similar products are offered by other banks: Nowadays different foreign and private banks

are also offering similar type of products with an almost similar profit margin. Therefore, if all

competitors fight with the same weapon, the natural result is declining profit.

Industrial downward trend due to recession, inflation and unemployment: Bangladesh is

economically unstable country. Flood, draught, cyclone, and newly added terrorism have

become an identity of our country. Along with inflation, unemployment also creates industry

wide recession. These caused downward pressure on the capital demand for investment.

Fluctuating Exchange Rates: In Bangladesh, due to massive political instability and

economic downturn exchange rates are affected which can prove to be an adverse condition for

National Bank Ltd and its remittance business.

Chapter Three

Literature Review

3.1 Literature Review of Job Satisfaction

Due to the rapid changes in the global marketplace, new and changing technologies, and significant competition in

all industries, paternalistic organizations are quickly going the way of the dinosaur. Today’s employers expect their

workers to be self-directed and responsible for their own career development. A critical component in establishing a

“win-win” relationship between employers and their employees is having a mutual understanding of the importance

of job satisfaction.

3.2 Two – Factor Theory (Motivation – Hygiene Theory)

Fredrick Herzberg’s Two factor theory (also known as Motivator Hygiene Theory) attempts to explain satisfaction

and motivation in the workplace. This theory states that satisfaction and dissatisfaction are driven by different

factors motivation and hygiene factors, respectively. Motivating factors are those aspects of the job that make people

want o perform, and provide people with satisfaction. These motivating factors are considered to be intrinsic to the

job, or the work carried out. Motivating factors include aspects of the working environment such as pay, company

policies, supervisory practices, and other working conditions.

While Herzberg’s model has stimulated much research, researchers have been unable to reliably empirically prove

the model, with Hackman & Oldham suggesting that Herzberg’s original formulation of the model may have been

methodological artifact. Furthermore, the theory does not consider individual differences, conversely predicting all

employees will react in an identical manner to changes in motivating/hygiene factors. Finally, the model has been

criticized in that it does not specify how motivating/hygiene factors are to be measured.

3.3 Job satisfaction - organization’s view

Organizations hire people to perform specific tasks that help them achieve their business goals. They want to hire the talent necessary to achieve organizational goals that are consistent with their mission and profitability. The process of selecting employees is dependent on accurate job descriptions, reasonable expectations and realistic, self-aware applicants. When an organization successfully finds people who “fit” the job requirements, who enjoy and are skilled in the tasks assigned to meet the organization’s goals, and appreciate the organization’s salary/benefit strategy, a win-win situation is created for the employer and employee.

Historically, the focus of organizations has been to establish a generally acceptable

organizational culture. Organization-provided satisfiers (org-ps) are offered to employees in

exchange for outcomes the organization considers valuable, such as high levels of performance

and loyalty. Organizations benchmark their compensation and benefit strategies to remain

competitive in hiring and retaining talent. They also face increasing expenses in benefits such as

healthcare, retirement investments and tuition reimbursement.

Employers that understand another critical aspect of job satisfaction will gain an advantage in

recruiting, retaining and developing talent. This second aspect is referred to as job-related

satisfiers (job-rs), the satisfiers and enjoyment that an individual employee experiences from

performing the actual work or tasks of his or her job.

3.4 Job Satisfaction - employee’s view

Starting with the end in mind, reflect for a moment on what people might be looking for when

they take a job. Perhaps they are working mainly for a paycheck? Maybe their health benefits are

most important, or a good retirement plan? Some people may be interested in tuition

reimbursement, opportunities for advancement, or to learn new skills.

All of these types of critical rewards are determined by the organization based on their strategy

to be profitable and competitive in recruiting and retaining people. This is the heart of how

employees and organizations negotiate the value of the labor exchange.

Job-related satisfiers have to do with the employee’s desire to use his/her abilities to make a

contribution, to do meaningful work, and to be valued. These satisfiers are more directly related

to how much we enjoy our day-to-day tasks and our role in the organization. How we perform on

daily tasks is related to our productivity, and we expect to discuss the assignment and

performance of our work with an immediate supervisor or manager.

The annual performance review is typically the main conversation to explore productivity and

satisfaction. Since these conversations focus more on evaluation of performance, goal attainment

and salary adjustments (org-ps), they seldom get to meaningful conversations about satisfaction

with tasks or the “fit” of the current or future work itself (job-rs). Also, managers juggle multiple

demands to achieve organizational goals, so they can easily under-appreciate the powerful

influence that job-related satisfiers have on employees’ overall satisfaction. By taking the

initiative to communicate with their managers, employees can help ensure that managers are

better able to provide the necessary guidance or coaching support.

In summary, it is challenging for an organization and manager to identify and promote employee

satisfaction at an individual level. This is surprising because these job-related satisfiers are

highly motivating when met, (de-motivating when not met), and are at the heart of productivity

and performance.

3.5 Standard job satisfaction variables

Primary Variables Secondary Variables Others

Autonomy Benefits Communications

Compensation Culture Engagement

Management Style Job training Life Balance

Recognition Organizational change Performance Evaluations

Working Relationships Supervision Work Life

3.6 Link between job satisfaction and organization’s performance

There is a direct link between employee job satisfaction and financial results. The happier the

employees are the more motivated and committed they will be to the organization’s success.

Figure 1: Link between job satisfaction and organizational performance.

3.7 Job Satisfaction Model

Employees are in a better position for achieving success and satisfying work once they

understand and can communicate how their own unique work profiles (aptitudes/abilities,

interests, personality style & values) can meet an organization’s work–related requirements and

opportunities.

A simple job satisfaction model shown below demonstrates the organizing relationship of these

different concepts.

(1) W ork Requirements

(2) Aptitudes, personal st yle

(3) Person-Job fit

(4) Goals met, job performance

(5) Organization provided reward s

(6) Job related reward s

(7) Overall job satisfaction

Organization’s View Individual’s View

Figure 2: The job satisfaction model

The model is divided so the concepts on the left side identify what the employer wants and what

it offers as rewards and benefits - the organization-provided satisfiers (org-ps, circles 1 and 5).

The right side of the model shows what the employee contributes to accomplish specific tasks

(circle 2) and ultimately the organization's goals (job-rs). The more self-aware an individual is

about their aptitudes, personal style, and values, the greater the potential to identify and select

jobs that fit. The more accurate the job description, the better the odds of attracting the right pool

of applicants (circle 3). When there is a clear fit between the person and the job, there is a greater

chance of successfully accomplishing goals (circle 4). This in turn leads to an increase in

personal satisfaction (circles 6 and 7). In today's complex work environment, job descriptions are

evolving as we take on special projects or are assigned to teams. This expanded complexity

increases the need to be proactive in determining fit.

Chapter Four

Analysis and Findings

4.1 AnalysisThis part of the report is based on the interviews and surveys made on the employees of the

bank. The sample consists of both corporate and ordinary employees who are currently working

at National Bank Ltd. The purpose of interviewing the corporate employees was to figure out the

reasons of their satisfaction as well as dissatisfaction in the workplace. The purpose was also to

pinpoint the additional benefits that employees want from the organization that are currently

unavailable.

4.2 Frequency AnalysisDetermine with what validity data can be said to indicate any conclusions. The analysis of data

in a general way involves a number of closely related operations, which are performed with the

purpose of summarizing the collected data and organizing them in such a manner that they

answer the research questions. In this study, I have followed the questionnaire process carefully

and it is presented in this chapter.

Sample Size

The study sample constitutes 15 respondents constituting in the research area.

Sampling Area

The study is conducted on the employees of Jatrabari Branch at National Bank Ltd.

The employees agers are 35-50 .

There are male & female work together.

Questionnaire on

Employee Job Satisfaction of National Bank Limited

(Jatrabari Branch, Dhaka)

Name: (Optional)

Age: 18 to 24 25 to 30 31to 40 41 to50 50 to60

Designation: vice president First Assistant vice president Assistant vice president Senior Principal Officer Principal Officer Senior Officer OfficerJunior Officer Assistant Officer OfficerTrainee Assistant Officer

[Please tick (√) your opinion about the following statements range from Strongly Disagree to Strongly Agree]

Sl. No

Statements Strongly Disagree

Disagree Neutral Agree Strongly Agree

1 Are you satisfied with your regular assigned activities?

2 Do you think that the leaders in your organization are positive role models to you?

3 Does the supervisor keeps you well informed about what‘s going on in the company?

4 Do you think that your views and participation are valued in the company?

5 Does the supervisor care most important to you?

6 Are you satisfied with theProfessionalism of the people with whom you work?

7 Do you feel flexible with the team spirit in your work environment?

8 Does your work give you a feeling of personal accomplishment?

9 Do you receive appropriate recognition for your contributions?

10 Does the empowerment influence the quality of your work?

11 Are you satisfied with the ability to maintain a balance between family and work life?

12 Do you think that your compensation matches to your responsibilities

13 Are you satisfied with the overall job security?

14 Do you receive informal praise and appreciation from your supervisor?

15 Are you satisfied with the company as a place to work?

1. Are you satisfied with your regular assigned activities?

When employees were asked about their present job satisfaction specially, regular assigned

activities with 5 options in each question given to the employees from the stage of strongly

agree to strongly disagree including neutral to choose their desired answer. Among 15 the

employees, 27% (4person’s) were agreed, 33% (5person’s) were neutral, 20% (3person’s)

were disagree and 3person’s were strongly agreed with their opinion. Some employees of

National Bank ltd. Jatrabari Branch are agreed with their satisfaction in regular activities

because they get habituated and became experienced with their assigned jobs. But 33% of

employees are neutral because they get bored in their day to day repetitive activities. They

think that there is less space to learn jobs of the peers.

1.Are you satisfied with your regular assigned activities?

Strongly Disagree,0%

Stronglyagree,20% Disagree,20%

Agree,26.67% Neutral,33.33%

2. Do u think that the leaders in your organization are positive role models to you?

About the question ―Do you think that the leaders in your organization are positive role

models to you? Among 15 employees, 74% (11employee) of National bank Ltd., Jatrabari

branch, Dhaka agreed with this opinion about their leaders are acting as a positive role

model to them. 0.0% (0 employee) of employee remains neutral about it, 13% (2

employees) disagree and about 2 of employee strongly agreed with it. Most of the

employees of Jatrabari Bank ltd which is about 74% (11employee) agreed because the

leaders that they had from the beginning of their job were so active, professional and

helpful. 0% of employee are neutral because they are fresher and don‘t get that chance to

learn from the leaders.

2.Do yo think that the leaders in your organization arepositive role models to you?

StronglyStrongly agree

13% Disagree0%

Disagree13%

Neutral 0%

Agree74%

3. Does the supervisor keeps you well information about what’s going on the company?

So that about 60% (9 employees) agreed and 7% (1 employees) strongly agreed which

means that they are well informed by the supervisors, whereas other 6% (1 employee) of

National Bank Ltd, Jatrabari Branch, are strongly disagreed and 7% (4 employees) are

natural . From their point of view, they are not actually informed well by the supervisors

about what‘s going on in the branch or entire organization.

Stronglyagree

7%

3.Does the supervisor keeps you well informed aboutwhat's going on in the company?

StronglyDisagree Disagree

6% 0%

Neutral 27%

Agree60%

4. Do you think your views and participation are valued in the company?

Some interesting response came from the participator when they answer about their values

in the Company. According to this question employee of National Bank Ltd., respond

differently. Among 15 of employees 20% (3employees) were strongly agreed, 47% (7

employees) agreed, 6% (1employee) disagreed and 20% (3employees) were neutral. Here

1 employee strongly disagreed and 20% (3employees) neutral because they think that

senior level staffs overlook to take their views in real life and their active participation in

any project is not recognized as well in National Bank Ltd, Jatrabari Branch, Dhaka.

4.Do you think that your views and participation arevalued in the company?

Stronglyagree20%

StronglyDisagree

6% Disagree7%

Neutral20%

Agree47%

5. Does the supervisor care most important to you?

About supervisor care to the inferior, 7% (1 employee) were strongly agreed whereas 60%

(9 employees) agreed and 20% (3 employees) were neutral of National Bank Ltd., Jatrabari

Branch 20% (3 employees) were neutral because his opinion says that the supervisors are

cared for selective staffs. They think that biasness is one of the reasons behind it.

5.Does the supervisor care most important toyou?

Strongly Strongly agree Disagree

7% 0%Disagree13%

Neutral20%

Agree60%

6. Are you satisfied with the professionalism of the people with whom you work?

Most of the employees which are about 33% (5employees) were neutral, 14% (2

employees) were strongly agreed & 40% (6employees) were agreed that they are satisfied

with the professionalism of the staffs with whom he or she works. But 13% (2 employees)

of Branch were disagreed because Behaviors and attitudes of few employees never show

that they are professional in this branch.

6.Are you satisfied with the professionalism of the people with whom youwork?

StronglyAgree14%

Disagree

13%

Agree40%

Neutral33%

7. Do you feel flexible with the team spirit in your work Environment?

About flexibility of team spirit in work environment 0% staffs strongly agreed, 0% staffs

strongly disagree and 27% (4 staffs) disagreed. 53% (8 staffs) were agreed because they feel

flexible with the team spirit in their work .But 20% (3 staffs) were neutral about this fact

because from their point of view senior level staffs treat junior level staffs as less experienced

for the team work. So that executive level of employees doesn‘t feel flexible to work with

fresher.

7. Do you feel flexible with the team spirit in yourworkEnvironment?

Stongly Agree 0%

StonglyDisagree

0%

Disagree27%

Agree53%

Neutral20%

8. Does your work give you a feeling of personal accomplishment?

About personal accomplishment, 13% (2 employees) were very positive and strongly

agreed whereas most of employee of National Bank Ltd., Jatrabari Branch were agreed

which is about 53% (8 employees) because they think that their job gives them a feeling of

personal accomplishment. But 7% (1 employee) was disagreed with this fact because their

work does not give them a feeling of personal accomplishment due to less interest in job.

27% 4 employees were neutral about that fact because of common and simple jobs.

9. Do you receive appropriate recognition for your contribution?

When the employees were asked about receiving appropriate recognition for their

8. Does your work give you a feeling of personalaccomplishS tmonegnlyt?

StonglyAgree13%

Disagree Disagree0% 7%

Neutral27%

Agree53%

contributions, among 15 employees of National Bank Ltd, Jatrabari Branch, Dhaka 0%

employees were strongly agreed and strongly disagreed. Whereas about 27% (4 employees)

were agreed with for receiving appropriate recognition for their contributions but about 20% (3

employees) were disagreed and think that they are receiving recognition for their contribution

for lacking of proper management of the branch.53% (8 employees) were neutral about that

fact because of getting less recognition for their contribution.

9.Do you receive appropriate recognition for yourcontribution?

StonglyStonglyAgree

0%Disagree

0%

Agree 27% Disagree20%

Neutral53%

10. Does the empowerment influence the quality of your work?

Total 40% (6 employees) were neutral and 7% (1employee) were disagreed because they

think that the empowerment within the branch does not influence the quality of their work

due to lack of understanding among senior and junior level of employees. But 46% (7

employees) were agreed with the empowerment to influence the quality of their work.

10.Does the empowerment influence the quality ofyourSwtonogrlky?

Strongly Ag Drieseagree Disagree

7% 0% 7%

Agree46%

Neutral40%

11. About―Are you satisfied with the ability to maintain a balance between family and

work life?

Most of the employees which are about 60% (9 employees) were agreed and 13% (2

employees) were disagreeing with the ability to maintain a balance between family and

work life. Because of their flexibility at work place which helps them to realize the

relaxation in between family and work life. But 20% (3 employees) were strongly agreed

with this fact due to maintain proper balance at both sides without any tension. Among

them only 7% (1employee) were neutral because they think that they have less work

flexibility which hampers to maintain a balance between family and work life.

11.Are You satisfied with the ability to maintain a balanceStongly between family and work life?

Disagree0% Disagree

StonglyAgree 13%20% Neutral

7%

Agree60%

12. Do you think that your compensation matches to your responsibilities?

When they were asked about compensations 27% (4 employees) were disagreed about this

fact. From their point of view, they were supposed to do more than necessary but they

don‘t get as much as they do. Managers are less concerned about this fact from the

beginning. But 13% (2 employees) were strongly agreed and 40% (6 employees) were

neutral and 20% (3 employees) were agreeing because they were given proper

compensation as they do.

Disagree

StonglyAgree13% 0%

Agree 20%Disagree

27%

Neutral40%

13. Are you satisfied with the overall job security?

26% (4employees) were neutral about the overall job security according to their job rules

whereas 40% (6employees) were disagreed with the overall job security because of the

new comers. They had a fear to lose their job at any time from the order of the higher level

officers. 27% ( 4employees) were agreed because they have the satisfaction of not to lose

their job in any condition.

StronglyDisagree

0%

Are you satisfied with all the overall job security?Strongly Agree 7%

Agree27%

Disagree40%

Neutral26%

14. When they were asked ―Do you receive informal praise and appreciation from

your supervisor?

46% (7employees) were agreed for receiving the amount and frequency of in formal

praise and appreciation from their supervisor. Their work and performance were

appreciated by the supervisors every time. But 27% (4 employees) were neutral about

this fact and 20% (3 employees) was disagreed and 7% (1 employee) were strongly

disagree because they don‘t receive any praise from their supervisor for their

performance due to the biasness and negligence for few staffs.

StonglyAgree7%

StonglyDisagreeDisagree

7% 0%

Agree46%

Neutral40%

15. Are you satisfied with the company as a place to work?

About 7% (1 employee) was strongly agreed with the satisfaction to find the company as a

suitable place to work as a response of work place satisfaction. They positively answered

as they believe that the office environment is perfect for them. 46% (7 employees) of

National Bank Ltd., Jatrabari Branch, Dhaka was agreed with this fact because they found

the office place as standard as to work. They think that the entire branch has good office

environment and employees to work with. But 7% (1 employee) strongly agrees because

he fills the total workplace is very narrow and interior decoration is very old pattern. 40%

(6 employees) of this branch were neutral because they think that their work place is good

but it could be better with broad floors, facilities, and decoration which will help them to

reduce the monotonous work life and bring enjoyment to their jobs.

Are you satisfied with the company as a place to work?Stongly Agree

7%Stongly

DisagreeDisagree7% 0%

Agree46%

Neutral40%

Findings

Findings of the Study

The study is based on the employees of National Bank Ltd. Based on their responses to the

questions as well as on other enquiries; the following facts can be taken into consideration:

Employees are not satisfied with their job although some of them think that their salary

is not good enough.

Employees are not getting value to their work.

Most of the employees think that they are not on their actual path.

Maximum employees are not satisfied.

Chapter Five

Recommendations & Conclusion

5.1Recommendations

The study finds that every employee wants to see his or her place in good condition. In spite of

that, some probable solutions were found of the identified problems on the basis of collected

data, observation, expert staff opinion and own knowledge and judgments. The necessary

steps are recommended below:

New employees job space need to make large.

The leader should be special take care, polite & helpful to the fresher employees.

The supervisor should be informed to all employees about the current situations of the

organization special the new employees.

Senior level staffs allow should be keep co-operative view to the lower staffs.

The supervisor of the organization has to take care of all staffs, not only selective

persons.

All of the employees behavior attitudes must be professional of there own job.

Senior staffs need to keep good relations & helpful mind with there junior staffs during

the working period.

Employees always have to keep good fillings of their personal accomplishment for

their job.

Management of the branch need to recognition and respect to their employees

contribution of business development.

The senior employees allows support & influence to provide good quality work with

their junior staffs.

Employees have to think their flexibility at work place helps them to realize the

relation in between work & family life.

The new comers shall have to through their fair of lose job.

The supervisor always look on his employees work performance and keep away those

staff who has negligence of work.

The branch place is suitable but the interior decoration need to be change includes AC

section & wooden furniture.

5.2 Conclusion

Job satisfaction is always important in the present day business world. It cuts

very good figure in our everyday communication because job satisfaction can

help the organization motivate the working team but to determine the level of job

satisfaction is dependent on a wide range of variables. These variables are not

same at all organizations and institutions. Even patterns of organizations and

policies determine the job satisfaction of the staffs. Unlike organizations in the

developed world, in Bangladesh the study of job satisfaction has not attracted the

potential employers, notwithstanding, significant number of companies have

realized the fact that the growth and timely assurance of the investment, to a

large extent, depends on how the employer has succeeded in ensuring the job

satisfaction of the employees.

This report was based on the findings that the researcher found and gained

through her association with the National Bank Ltd. Jatrabari branch, Dhaka. It is

found in this study that job is inevitable part of the staffs. Despite differences in

their works and support, they are satisfied in their job.

Bibliography:

Articles: Annual report of National Bank Ltd from 2015-2016

Brochures of National Bank Ltd

NBL Profile; http://www.nationalbank.com.bd/about.php; 2016-10-02

News & Events; http://www.nationalbank.com.bd/news.php; 2016-10-04

Management Structure; http://www.nationalbank.com.bd/management_structure.php;

2016-10-08

Human Resource Development (HRD);http://www.nationalbank.com.bd/HRD.php;

2016-10-09

Annual Report; http://www.nationalbank.com.bd/annual_report.php; 2014-10-30

Websites: https://www.nationalbank.com.bd

www.google.com

Other’s :Annual Report of NBL-2015-2016Business Development Conference Report- 2016Practical experience from branch operation

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