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A

PROJECT REPORT

ON

A COMPARATIVE ANALYSIS OF THE FACTORS AFFECTING JOB

SATISFACTION AMONG EMPLOYEES OF SBI AND ICICI BANK

Submitted in partial fulfilment of the requirement

For the award of degree of

Master of Business Administration (MBA)

To

Maharshi Dayanand University, Rohtak

SUBMITTED TO: SUBMITTED BY:-Ms.Vasudha Dhingra Parveen JakharFaculty Institute Roll No: - 2830

Amity Business School, Manesar MBA (4th

semester)

AMITY BUSINESS SCHOOL, MANESAR(2008-2010)


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DECLARATION

I, Parveen Jakhar, Roll No. 2830, MBA (4th Semester) ofAmity Business School,Manesar,

hereby declare that the Project Report entitled, A COMPARATIVE ANALYSIS OF THE

FACTORS AFFECTING JOB SATISFACTION AMONG EMPLOYEES OF SBI ANDICICI BANK, is my original work and the same has not been submitted to any other institute

for the award of any other degree. The feasible suggestions have been duly incorporated in

consultation with supervisor.

Countersigned

Signature of the Supervisor Signature

of Candidate

Forwarded by:

Director of the Institute


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ACKNOWLEDGEMENT

I consider it is a privilege to acknowledge the contribution of all helping hands for their

cooperation and guidance that enabled me to dedicate time and effort in framing my analysis in

conceivable system.

A special thanks to Prof (Dr) R C Sharma, Advisor, Amity Business School,Manesar, whose

consistent support and cooperation showed the way towards the successful completion of the

project.

The success of this project has largely been due to the invaluable guidance of Ms.Vasudha

Dhingra, Faculty of Amity Business School, Manesar, my project guide. I am very thankful to

her, for her helpful suggestion and motivation throughout my work. I feel it is privilege to havethe opportunity to work under her prestigious supervision.

Parveen Jakhar


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Table of Contents

DeclarationAcknowledgement

Chapter 1

Introduction Significance of the study Conceptualization Focus of the study Objectives of the study Limitations of the study

Chapter 2

Industry Profile Company Profile

Chapter 3

Review of Existing Literature Research Methodology

Chapter 4

Analysis and InterpretationChapter 5

Suggestions and Recommendations Conclusion

Bibliography

Annexure


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INTRODUCTION OF THE STUDY

Job satisfaction represents the constellations of persons attitude towards or about the job.

In general, it is the attitude towards the job as a whole. Job satisfaction is a function of

satisfaction with different aspects of job, i.e. supervision, pay, works itself, co-workers,

promotion, etc., and of the particular weighting or importance one attaches to these

respective components.

Human life has become very complex and completed in now-a-days. In modern society the needs

and requirements of the people are ever increasing and ever changing. As the people have ever

increasing and ever changing needs, when their needs are not fulfilled they become dissatisfied.

Dissatisfied people are likely to contribute very little for any purpose. Job satisfaction of

industrial workers is very important for the industry to function successfully.

Apart from managerial and technical aspects, employers can be considered as backbone of any

industrial development. To utilize their contribution they should be provided with good working

conditions to boost their job satisfaction.

The concept of Employee Satisfaction can be traced back to Edward Thorndike, who in the early

1900s published an article in the Journal of Applied Psychology where he explored the

relationship between work and satisfaction. The concept of Employee Satisfaction has certainly

been researched very thoroughly over the years and has been linked to many other issues like

employee loyalty, employee commitment, employee engagement and job satisfaction.

As work is one of the most important activities in a persons life. Dissatisfaction in work can

lead in many circumstances to lower production and friction on the job. So that it must be

considered by the management and steps should be taken to find out the factors which cause job

dissatisfaction and to reduce such dissatisfaction. In general employee satisfaction is the attitude

towards the work environment, salary, relationship with their colleagues, job security, grievance

handling, performance appraisal, training and development, management style, quality policy,

career counseling and so on.

It has been described in the hygiene factors that they could not motivate employees but rather

helped minimize dissatisfaction levels if addressed. These hygiene factors include topics such as;


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company policies, supervision, salary, interpersonal relationships and working conditions. The

motivating factors addressed topics such as: the work itself, achievement, recognition,

responsibility, and advancement. If continuously good levels are maintained in respect of these

topics, a motivated work force is created. This study will find out the factors which influence a

persons satisfaction during his job.

The traditional model of employee satisfaction is that it consists of training and development,

salary, management style, quality policy than an individual has about his work. The total body of

influence of the job, the nature of the job itself, the pay, the promotion prospects, nature of

supervision and so on, where the sum total of influences gives to rise to the feeling of employee

satisfaction, the employee is satisfied, where in total, they give rise to psychological and

environmental circumstances that cause a person truly to say I am Satisfied.

Employee satisfaction and welfare is very crucial for every organization because higher

satisfaction level and welfare of the employee have a positive impact on productivity,

performance, individuals physical and mental health, profitability, improve quality of products

or services and reduce absenteeism, employee turnover, dispute between labour and

management. This gives a competitive edge to the company over its competitors.

While analyzing the various determinants of job satisfaction, It has been considered that all

individuals do no derive the same degree of satisfaction though they perform the same job in the

same job environment and at the same time. Therefore, it appears that besides the nature of job

and job environment, there are individual variables which affect job satisfaction.

This research named A comparative study on job satisfaction among employees of SBIand

ICICI Bank anticipates identifying the various factors and the extent to which they affect the

satisfaction level of the employees. The most common way of measurement is the use of rating

scales where employees report their reactions to their jobs. SBI and ICICI bank both are the

leader among public and private sector banks respectively. This study investigates the level of

job satisfaction and different factors affecting the satisfaction level of bank employees in Hisarand Fatehabad Distt. Based on a survey, this study is being attempt to gain insights in finding the

satisfaction levels from the perspective of the bank employees in the selected sample of both the

private and public sector banks.


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SIGNIFICANCE OF THE STUDY

Any business can be successful only when the employees of the organization are satisfied. But

some of the organizations, in spite of the overemphasis on the importance of human resourcesmanagement in an organization, still pay less attention to the importance of job satisfaction.

Problems of efficiency, absenteeism and labour turnover are increasing in todays scenario. Thus

there is a requirement of understanding human problems and dealing with them successfully.

This study is helpful for finding out the different factors which influence the satisfaction level of

employees during the job. The comparative analysis of job satisfaction of employees in SBI and

ICICI bank is also beneficial to find out the difference between the satisfaction level among the

employees of private and public sector bank. Nonetheless this study is helpful with the

perspective of both the employer and employee to know about the various aspects of job

satisfaction.

The study is helpful for the researchers and management students as it is provide them the

necessary information about the management concept of job satisfaction and various factors

affecting the job satisfaction of an employee with special reference to banking sector.


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CONCEPTUALISATION

1. A) THE CONCEPT OF JOB SATISFACTION

Job satisfaction refers to a persons feeling of satisfaction on the job, which acts as a motivation

to work. It is not the self satisfaction, happiness or self contentment but the satisfaction on the

job. The term relates to the total relationship between an individual and the employer for which

he is paid. Satisfaction does mean the simple feeling-state accompanying the attainment of any

goal; the end-state is feeling accompanying the attainment by an impulse of its objectives.

Research workers differently described the factors contributing to job satisfaction and job

dissatisfaction. Employee satisfaction means a pleasurable positive emotional state resulting

from the appraisal of ones feelings.

One of the biggest preludes to the study of job satisfaction was the Hawthorne studies. These

studies (1924-1933), 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.

Scientific management also had a significant impact on the study of job satisfaction. Frederick

Winslow Taylors 1911 book, Principles of Scientific Management, argued that there was a

single best way to perform any given work task. This book contributed to a change in industrial

production philosophies, causing a shift from skilled labor and piecework towards the more

modern approach of assembly lines and hourly wages. The initial use of scientific management

by industries greatly increased productivity because workers were forced to work at a faster

pace. However, workers became exhausted and dissatisfied, thus leaving researchers with new

questions to answer regarding job satisfaction. It should also be noted that the work of W.L.

Bryan, Walter Dill Scott, and Hugo Munsterberg set the tone for Taylors work.


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Some argue that Maslows hierarchy of needs theory, a motivation theory, laid the foundation for

job satisfaction theory. This theory explains that people seek to satisfy five specific needs in life

physiological needs, safety needs, social needs, self-esteem needs, and self-actualization.

Models of job satisfaction

Affect Theory

Edwin A. Lockes Range of Affect Theory (1976) is arguably the most famous job satisfaction

model. The main premise of this theory is that satisfaction is determined by a discrepancy

between what one wants in a job and what one has in a job. Further, the theory states that how

much one values a given facet of work (e.g. the degree of autonomy in a position) moderates

how satisfied/dissatisfied one becomes when expectations are/arent met. When a person values

a particular facet of a job, his satisfaction is more greatly impacted both positively (when

expectations are met) and negatively (when expectations are not met), compared to one who

doesnt value that facet. To illustrate, if Employee A values autonomy in the workplace and

Employee B is indifferent about autonomy, then Employee A would be more satisfied in a

position that offers a high degree of autonomy and less satisfied in a position with little or no

autonomy compared to Employee B. This theory also states that too much of a particular facet

will produce stronger feelings of dissatisfaction the more a worker values that facet.

Dispositional Theory

Another well-known job satisfaction theory is the Dispositional Theory. It is a very general

theory that suggests that people have innate dispositions that cause them to have tendencies

toward a certain level of satisfaction, regardless of ones job. This approach became a notable

explanation of job satisfaction in light of evidence that job satisfaction tends to be stable over

time and across careers and jobs. Research also indicates that identical twins have similar levels

of job satisfaction.

A significant model that narrowed the scope of the Dispositional Theory was the Core Self-

evaluations Model, proposed by Timothy A. Judge in 1998. Judge argued that there are fourCore

Self-evaluations that determine ones disposition towards job satisfaction: self-esteem, general


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self-efficacy, locus of control, and neuroticism. This model states that higher levels of self-

esteem (the value one places on his/her self) and general self-efficacy (the belief in ones own

competence) lead to higher work satisfaction. Having an internal locus of control (believing one

has control over her\his own life, as opposed to outside forces having control) leads to higher job

satisfaction. Finally, lower levels of neuroticism lead to higher job satisfaction.

Job Characteristics Model

Hackman & Oldham proposed the Job Characteristics Model, which is widely used as a

framework to study how particular job characteristics impact on job outcomes, including job

satisfaction. The model states that there are five core job characteristics (skill variety, task

identity, task significance, autonomy, and feedback) which impact three critical psychological

states (experienced meaningfulness, experienced responsibility for outcomes, and knowledge of

the actual results), in turn influencing work outcomes (job satisfaction, absenteeism, work

motivation, etc.). The five core job characteristics can be combined to form a motivating

potential score (MPS) for a job, which can be used as an index of how likely a job is to affect an

employee's attitudes and behaviours----. A meta-analysis of studies that assess the framework of

the model provides some support for the validity of the JCM.

Hoppock describes job satisfaction as, Any combination of psychological, physiological andenvironmental circumstances that cause any person truthfully to say I am satisfied with my job

[1]. The term job satisfaction refers to an employees general attitudes toward his job. Locke

defines job satisfaction as a Pleasurable or positive emotional state resulting from the appraisal

of ones job or job experience, to the extent that persons job fulfill his dominant need and is

consistent with his expectations and values [2]. There are three major theories of job satisfaction

viz,

i) Herzbergs Motivation-Hygiene Theory.

ii) Need Fulfillment Theory.

iii) Social Reference Group Theory.

Smith Kendall and Hulin have suggested that there are five job dimensions that represent the

most important characteristics of a job about which people have affective responses, these are:


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i) The work itself: The extent to which the job provides the individual with the interestingtask, opportunities for learning and the chance of accept responsibility.

ii) Pay: The amount of financial remuneration that is received and the degree to which thisis viewed as equitable vis-a-vis that of others in the organization.

iii) Promotion opportunities: The chance for advancement in the hierarchy.

vi) Supervision: The ability is on the supervision to provide technical assistance and

behavioral support.

v) Co-workers: The degree to which follow workers are technically proficient and socially

supportive.

Role of Employee Satisfaction & Morale Boosting.


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However, a comprehensive approach requires that may additional factors be included before a

complete understanding of job satisfaction can be obtained. Such factors as the employees are,

health, temperament, desires and levels of aspiration should be considered.

Further, his family relationship, social status, recreational or purely social-contribute ultimately

to job satisfaction.

Determinants of Job Satisfaction

According to Abraham A. Korman, [3] there are two types of variables which determine the job

satisfaction of an individual. These are:

1. Organizational variables2. Personal variables.

1-Organizational variables:-

i) Occupational Level: The higher the level of the job the greater the satisfaction of theindividuals. This is because of higher levels of job carry greater prestige and self control.

ii) Job Content: Greater the variation in job content and the less the repetitiveness withwhich the tasks must be performed, the greater the satisfaction of the individuals

involved.

iii)Considerate Leadership: People like to be treated with consideration. Henceconsiderate leadership results in higher job satisfaction than inconsiderate leadership.

iv)Pay and Promotional Opportunities: All other things being equal these two variablesare positively related to job satisfaction. An explanation for this finding lies in both

theories discussed above.

v) Interaction in the Workgroup: Here the question is when the interaction in theworkgroup a source of job satisfaction and when it is not? Interaction is must satisfying,

when

It results are being accepted by others. It facilitates the achievement of goals.


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2. Personal variables:

For some people, it appears job will be dissatisfying irrespective of the organizational

conditions involved, whereas or others, most jobs will be personal variables like age,

educational levels, sex, etc.,

i) Age: Most of the evidence on the relation between age and job satisfaction, holding suchfactors as occupational level constants, seems to indicate that there is generally a positive

relationship between the two variables up to the pre-retirement years and then there is a

sharp decrease in satisfaction.

ii) Educational Levels: With occupational level held constant there is a negativerelationship between the educational level and job satisfaction. The higher the

educational, the higher the reference group which the individual looks to for guidance to

evaluate his job rewards.

iii)Role Perception: The different individuals holder different perceptions about their rolei.e., the kind of activities and behaviors they should engage in to a firm makes job

successful. Job satisfaction is determined by this factor also.

iv)Sex: There is yet no confident evidence as to whether women are more satisfied with thattheir job than men. Holding such factors as job and occupational levels constant, one

might predict this to be the case considering the generally lower occupational aspiration

of women.


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Effects of job satisfaction

Job satisfaction has a variety of effects. These effects may be seen in the context of an

individuals physical and mental health, productivity, absenteeism, and turnover.

Physical and Mental Health: The degree of job satisfaction affects an individualsphysical and mental health. Since job satisfaction is a type of mental feeling,

its favourableness or unfavourablesness affects the individual psychologically which

ultimately affects his physical health. For example, Lawler has pointed out that drug

abuse, alcoholism and mental and physical health result from psychologically harmful

jobs. Further, since a job is an important part of life, job satisfaction influences general

life satisfaction. The result is that there is spillover effect which occurs in both directions

between job and life satisfaction.

Productivity: There are two views about the relationship between job satisfaction andproductivity:

i) A happy worker is a productive worker,ii)A happy worker is not necessarily a productive worker.

i) The first view establishes a direct cause-effect relationship between job satisfaction and productivity; when job satisfaction increases, productivity increases; when satisfaction

decreases, productivity decreases. The basic logic behind this is that a happy worker will

put more efforts for job performance.

However, this may not be true in all cases. For example, a worker having low

expectations from his jobs may feel satisfied but he may not put his efforts more

vigorously because of his low expectations from the job. Therefore, this view does not

explain fully the complex relationship between job satisfaction and productivity.

Another view: That is a satisfied worker is not necessarily a productive worker explains

the relationship between job satisfaction and productivity. Various research studies alsosupport this view. This relationship may be explained in terms of the operation of two

factors: effect of job performance on satisfaction and organizational expectations from

individuals for job performance.

Job performance leads to job satisfaction and not the other way round. The basic factor

for this phenomenon is the rewards (a source of satisfaction) attached with performance.


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There are two types of rewards-intrinsic and extrinsic. The intrinsic reward stems from

the job itself which may be in the form of growth potential, challenging job, etc. The

satisfaction on such a type of reward may help to increase productivity. The extrinsic

reward is subject to control by management such as salary, bonus, etc. Any increase in

these factors does not heap to increase productivity though these factors increase job

satisfaction.

.

A happy worker does not necessarily contribute to higher productivity because he has

to operate under certain technological constraints and, therefore, he cannot go beyond

certain output. Further, this constraint affects the managements expectations from the

individual in the form of lower output. Thus, the work situation is pegged to

minimally acceptable level of performance.

However, it does not mean that the job satisfaction has no impact o productivity. A

satisfied worker may not necessarily lead to increased productivity but a dissatisfied

worker leads to lower productivity.

Absenteeism: Absenteeism refers to the frequency of absence of job holder from theworkplace either unexcused absence due to some avoidable reasons or long absence due

to some unavoidable reasons. It is the former type of absence which is a matter of

concern. This absence is due to lack of satisfaction from the job which produces a lack

of will to work and alienate a worker form work as for as possible. Thus, job satisfaction

is related to absenteeism.

Satisfaction and Safety: Poor safety practices are negative consequences of lowsatisfaction level when people are discouraged about their job satisfaction. Company and


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supervisor, they are more liable to experience accidents. And underlying reason for such

accidents is that discouragement, may take ones attention away from the task at hand. In-

attention leads to accidents.

Employee turnover: Turnover of employees is the rate at which employees leave theorganization within a given period of time. When an individual feels dissatisfaction in the

organization, he tries to overcome this through the various ways of defense mechanism.

If he is not able to do so, he opts to leave the organization. Thus, in general case,

employee turnover is related to job satisfaction. However, job satisfaction is not the only

cause of employee turnover, the other cause being better opportunity elsewhere. For

example, in the present context, the rate of turnover of computer software professionals is

very high in India.

However, these professionals leave their organizations not simply because they are not

satisfied but because of the opportunities offered from other sources particularly from foreign

companies located abroad.

Benefits of Employee Job Satisfaction

i) One benefit of employee job satisfaction project is that it give management an indicationabout the general level of satisfaction in a company. Survey also indicates specific areas

of satisfaction and dissatisfaction.

ii) Improved communication is another benefit of the survey.iii)An unexpected benefit from a job satisfaction survey is improved attitudes. For some

employees the survey is improved attitudes. For some employees the survey is a safety

value, an emotional release, change to get things of their chests.

iv)Job satisfaction survey can help discover the causes of indirect productivity problemssuch as absenteeism, turnover and poor quality of work.

v) Another benefit of job satisfaction survey is that it helps management assessing trainingneeds.

vi)A job satisfaction survey is an indicator of the effective system of organizational rewardsystem.

vii)One of the best uses of the job satisfaction survey is in the evaluation of the impact oforganizational changes of the employees attitude.


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FOCUS OF THE STUDY

Present study entitled, A comparative analysis of the factors affecting job satisfaction among

employees of SBI and ICICI bank. is focused on identifying the variables affecting the job

satisfaction of the employees working in public sector and private sector banks and is centered

on making comparison between factors affecting job satisfaction among the selected sampling

units.


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OBJECTIVES OF THE STUDY

This study is based on the following objectives.

To study and understand the concept of job satisfaction.

To study the various factors which influence job satisfaction. To study and compare the factors affecting Job Satisfaction in SBI and ICICI Bank To compare and analyze the level of job satisfaction of employees in selected public and

private sector banks.


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LIMITATIONS OF THE STUDY

There are certain limitations that every researcher has to face during the research period.

Following are some of them:-

The research exercise is conducted within a limited duration and a limited area. So adetailed study cannot be possible.

Some respondents hesitate to give the actual situation because of the fear of management,so the collection of genuine information is difficult.

The findings and conclusions is based on knowledge and experience of the respondents,which sometime may subject to bias.

This study is based on primary data so all the limitations of primary data is applicable.


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INDUSTRY PROFILE

The growth in the Indian Banking Industry has been qualitative than quantitative and it is

expected to remain the same in the coming years. The countrys middle class accounts for over

320 million people. In correlation with the growth of the economy, rising income levels,

increased standard of living and affordability of banking products are promising factors for

continued expansion. The Indian banking industry is in the middle of an IT revolution, focusing

on the expansion of retail and rural banking. Players are becoming increasingly customer- centric

in their approach, which has resulted in innovative methods of offering new banking products

and services. Banks are now realizing the importance of being a big player and are beginning to

focus their attention on merger and acquisitions.

The favorable economic condition including the sustained acceleration in the pace of growth in

industrial sector, buoyancy in services sector and sharp spurt in real estate sector together again

facilitated rise in the advances of the banking sector. But now the public sector banks have also

woken up with the market potential aggressively brought down their NPA levels and improved

their capital Adequacy ratios and scaled up their fee based income as well. As a result we find

that in the quarter ended June 2007 the Public sector banks reported better 45% growth in net

profit than 35% growth registered by private sector banks. But on an overall perspective, a

decent 43% growth in profits by the banking sector as a whole is quite credible. Many banks are

hopeful of effecting significant NPA recoveries due to Securitization Act. Recoveries from the

NPAs which have been provided for add to the other income. Thus going forward cost

containment and recovery management are the key challenges facing Indian banks to remain

competitive.

STRUCTURE

The Indian banking system can be classified into nationalized banks, private banks and

specialized banking institutions. The industry is highly fragmented with 30 banking units

contributing to almost 50% of deposits and 60% of advances. The Reserve Bank of India is the

foremost monitoring body in the Indian Financial sector. It is a centralized body that monitors

discrepancies and shortcomings in the system.


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Industry estimates indicate that out of 274 commercial banks operating in the country, 223

banks are in the public sector and 51 are in the private sector. These private sector banks include

24 foreign banks that have begun their operations here. The specialized banking institutions that

include cooperatives, rural banks, etc. form a part of the nationalized banks category. There are

about 67,000 Branches of Scheduled banks spread across India. As far as the present scenario is

concerned the Banking Industry in India is going through a transitional phase.

Based on the projections made in the India vision 2020 prepared by the planning commission

and the Draft 10th plan, the report forecasts that the pace of expansion in the balance-sheets of

banks is likely to decelerate. The total assets of all scheduled commercial banks by end March

2010 is estimated at Rs 40, 90,000 crores.

SEVERAL MEASURES INITIATED BY THE RESERVE BANK OF INDIA BETWEEN

NOVEMBER 2008 AND JANUARY 2009.

Several measures initiated by the RBI have resulted in banks reducing their deposit rates between

November 2008 and January 2009. The range for deposit rates for public sector banks varied

from 5.25 to 8.5 per cent, foreign banks at 5.25 to 7.75 per cent and private sector banks at 4 to

8.75 per cent.

GOVERNMENT INITIATIVES

y Bank rate cuts announced in the stimulus packages.y Cash withdrawals from bank will not attract tax from April 1, 2009 following abolition of

the banking cash transaction tax (BCTT) in the Union Budget 2008-09.

y Inter-ATM usage transaction became free of charges effective April 1, 2009.y Affidavit and photo should be enough for opening saving account.y RBI has increased minimum value for high value clearing to Rs 5 lakh from May-09

further to Rs 10 lakh by August and will be withdrawn completely by Nov-09.

y An India owned company is one where the beneficial foreign ownership is less than 50%and where the right to appoint the board is with resident Indians.


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EVENTS

In the post-crisis quarter caused due to collapse ofLehman Brothers, large corporate like Infosys

moved their deposits to State Bank of India (SBI), the country's largest bank. Infosys has

revealed that it transferred deposits of nearly US$ 200.61 million from ICICI Bank to SBI last

year.

INNOVATIONS IN BANKING INDUSTRY

Over the years, the banking sector in India has seen a number of changes. Most of the banks have

begun to take an innovative approach towards banking with the objective of creating more value

for customers, and consequently the banks. Some of the significant changes in the Indian

banking sector are discussed below:

BARRIER TO ENTRY

y The RBI prescribed a new minimum capital requirement (Rs 100 crores) for banks to beconsidered for a license.

y Foreign ownership of Indian banks limited to 49% for healthy banks, 74% for banksidentified as distressed.

y State required to maintain minimum ownership of51% of designated banks.

y India had strict entry restrictions for new banks.y To maintain paid up capital of at least Rs 1 billion.y To list shares on stock exchanges.y To fulfill priority sector credit requirements.y To have a ceiling of one percent of total voting rights held by a single foreign holder.y Not to set up a subsidiary or mutual funds for at least three years.y Use modern infrastructure facilities to provide good customer service.y Foreign bank can operate either through wholly owned subsidiary through branches or

through a subsidiary with a foreign investment below 74% in an Indian private bank.


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COMPETITION NATURE

There are several other challenges and issues that the banking industry face in the changing

global scenario. Apart from their traditional banking functions, Indian banks have now started

offering several value added product and services both in the wholesale as well as retail banking

segments. Hence there is an increased demand for quality manpower for marketing and sales

operations. Though, at present, the interest rates are low due to the efforts of the government to

tame the current economic crisis, in normal circumstances Indian banks face stiff competition

from global banks. The levels of services rendered by the Indian banks still leave a lot more to be

desired. Only those banks which are able to meet the enhanced expectations of the costumers

will be able to survive in the churning that the sector is undergoing currently. The banking

institutions on their parts should find out new ways and means in terms of mergers &acquisitions and developing new business models to tap new markets. Banks should be

encouraged to use technology and other innovative measures to tap the lower income and rural

markets.

Private sector banks and foreign banks have become price takers. The range of Prime Lending

Rates of public sector banks is 14.5-15.5 per cent, while private sector banks have a higher range

of 15.0-17.5 per cent and foreign banks even higher at 17.0-18.5 per cent. Most public sector

banks have a ceiling on spreads at 4.5 percentage points above the PLR, while private sector and

foreign banks have typically ceilings of5.0 and 6.25 percentages points over PLR, respectively.

This means that the highest interest rate charged by public sector banks is 20.0 per cent, while

private sector and foreign banks charge up to 22.5 per cent and 24.75 per cent, respectively. The

foreign banks as a group account for less than 10.0 per cent of total business of scheduled

commercial banks in terms of deposits but have about 20.0 per cent share of profits. The picture

is similar in case of private sector banks. There are explanations including quality of service. But

the real issue is the market structure.


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COMPANY PROFILE

STATE BANK OF INDIA

INTRODUCTION

The roots of the State Bank of India rest the first decade of 19th century , when the bank of

Calcutta , later renamed the Bank of Bengal, was established on 2 June 1806. The Bank of

Bengal and two other Presidency banks, namely, the Bank of Bombay (incorporated on 15 April

1840) and the Bank of Madras (incorporated on 1 July 1843). All three Presidency banks were

incorporated as joint stock companies, and were the result of the royal charters. These three

banks received the exclusive right to issue paper currency in 1861 with the paperCurrency Act, a

right they retained until the formation of the Reserve Bank of India. The Presidency banks

amalgamated on 27 January 1921, and the reorganized banking entity took as its name Imperial

Bank of India. The Imperial Bank of India continued to remain a Joint stock company.

Pursuant to the provisions of the State Bank of India Act (1955), the Reserve Bank of India,

which is Indias central bank, acquired a controlling interest in the Imperial Bank of India. On 30

April 1955 the Imperial Bank of India became the State Bank of India.

In 1959 the Government passed the State Bank of India (Subsidiary Banks) Act, enabling the

State Bank of India to take over eight former State-associated banks as its subsidiaries. On Sept

13, 2008, State Bank of Saurashtra, one of its Associate Banks, merged with State Bank of India.

State Bank of India(SBI) is Indias largest commercial bank. SBI has a vast domestic network of

over 16000 branches and commands one fifth of deposits and loans of all scheduled commercial

bank in India. It is the only Indian bank to feature in the top 100 world banks in the Fortune

Global 500 rating and various other rankings. Today state bank of India (SBI) has spread its arms

around the world and has a network of branches spanning all time zones.SBIs International

Banking Group dilivers the full range of cross-border finance solutions through its four wings the

Domestic division, the foreign offices division, the Foreign Department and the International


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Services division.SBI is the largest commercial bank in India in terms of profits, assets ,deposits,

branches and employees, It has segregated its core business operations as Tressury operations.

Corporate Banking Group , National Banking Group, International Banking Group, Associates

and Subsidiaries, Asset Quality and Information Technology.

SBI plays a vital role in providing working capital and term finance to the Indian industry. Due

to its large network of branches ,SBI has been able to garner a large chunk of deposits from the

rural sector. It is also a leader in the international banking business.

The state Bank Group includes a network of seven banks, and several non-banking subsidiaries

offering merchant banking services, fund management, factoring services, primary dealership in

government securities, credit cards and insurance.

SBI GROUP

1. State Bank of India

2. State Bank of Mysore

3. State Bank of Indore

4. State Bank of Patiala

5. State Bank of Travancore

6. State Bank of Bikaner and Jaipur

7. State Bank of Hyderabad

STATE BANK OF INDIA

HISTORY

1806: The origin of State Bank of India was back to 1806 when the Bank ofCalcutta (later called

the Bank of Bengal) was established.

1809: The Bank receives a charter from the imperial government and changes its name to Bank

of Bengal.

1840: A sister bank, Bank of Bombay, is formed.

1843: Another sister bank is formed: Bank of Madras, which, together with Bank of Bengal and

Bank of Bombay become known as the presidency banks, which had the right to issue currency

in their regions.


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1861: The Presidency Banks Act takes away currency issuing privileges but offers incentives to

begin rapid expansion, and the three banks open nearly 50 branches among them by the mid-

1870s.

1876: The creation ofCentral Treasuries ends the expansion phase of the presidency banks.

1921: The presidency banks are merged to form a single entity, Imperial Bank of India.

1955: The Nationalization of Imperial Bank of India results in the formation of the State Bank of

India, which then becomes a primary factor behind the country's industrial, agricultural, and rural

development.

1969: The Indian government establishes a monopoly over the banking sector.

1972: SBI begins offering merchant banking services.

1986: SBI Capital Markets is created.

1995: SBI Commercial and International Bank Ltd. are launched as part of SBI's stepped-up

international banking operations.

1998: SBI launches Credit cards in partnership with GE Capital.

2002: SBI networks 3,000 branches in a massive technology implementation.

2004: A networking effort reaches 4,000 branches.

2008 : State Bank of India has received the Reserve Bank of Indias approval in Nov for the

proposed joint venture company with Society General Securities Services (SGSS), for offering

custodial and related services in India.

State Bank of India has signed a Joint venture agreement with Insurance Australia Group in Nov

to form a Joint venture company which will be engaged in General Insurance business in India.

State Bank of India was adjudged the best bank of 2008 by London based 'The Banker' magazine

of the Financial Times Group.

2009 : SBI has come out with special home loan rates for new borrowers at 8%- applicable for

one year.

State Bank of India (SBI), a large financial services group operating in the banking industry, has

entered into an agreement with Telecom firm Tata Communications Ltd and C-Edge for the roll-

out and management of500 ATMs.


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29

ICICI BANK

ICICI Bank started as a wholly owned subsidiary of ICICI Limited, an Indian financial

institution, in 1994. Four years later, when the company offered ICICI Bank's shares to the

public, ICICI's shareholding was reduced to 46%. In the year 2000, ICICI Bank offered made an

equity offering in the form of ADRs on the New York Stock Exchange (NYSE), thereby

becoming the first Indian company and the first bank or financial institution from non-Japan Asia

to be listed on the NYSE. In the next year, it acquired the Bank of Madura Limited in an all-

stock amalgamation. Later in the year and the next fiscal year, the bank made secondary market

sales to institutional investors. With a change in the corporate structure and the budding

competition in the Indian Banking industry, the management of both ICICI and ICICI Bank were

of the opinion that a merger between the two entities would prove to be an essential step. It wasin 2001 that the Boards of Directors of ICICI and ICICI Bank sanctioned the amalgamation of

ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial Services

Limited and ICICI Capital Services Limited, with ICICI Bank. In the following year, the merger

was approved by its shareholders, the High Court of Gujarat at Ahmadabad as well as the High

Court of Judicature at Mumbai and the Reserve Bank of India.

ICICI Bank (BSE: ICICI) (formerly Industrial Credit and Investment Corporation of India) is

India's largest private sector bank by market capitalization and second largest overall in terms of

assets. Bank has total assets of Rs. 3,793.01 billion (US$ 75 billion) at March 31, 2009 and profit

after tax Rs. 37.58 billion for the year ended March 31, 2009.[1]. The Bank also has a network of

1,449 branches and about 4,721 ATMs in India and presence in 18 countries, as well as some 24

million customers (at the end of July 2007). ICICI Bank offers a wide range of banking products

and financial services to corporate and retail customers through a variety of delivery channels

and specialized subsidiaries and affiliates in the areas of investment banking, life and non-life

insurance, venture capital and asset management. (These data are dynamic.) ICICI Bank is also

the largest issuer of credit cards in India.[2]. ICICI Bank has got its equity shares listed on the

stock exchanges at Kolkata and Vadodara, Mumbai and the National Stock Exchange of India

Limited, and its ADRs on the New York Stock Exchange (NYSE). The Bank is expanding in

overseas markets and has the largest international balance sheet among Indian banks. ICICI Bank

now has wholly-owned subsidiaries, branches and representatives offices in 18 countries,


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including an offshore unit in Mumbai. This includes wholly owned subsidiaries in Canada,

Russia and the UK (the subsidiary through which the HiSAVE savings brand[3] is operated),

offshore banking units in Bahrain and Singapore, an advisory branch in Dubai, branches in

Belgium, Hong Kong and Sri Lanka, and representative offices in Bangladesh, China, Malaysia,

Indonesia, South Africa, Thailand, the United Arab Emirates and USA. Overseas, the Bank is

targeting the NRI (Non-Resident Indian) population in particular.

ICICI Bank has a wide network both in Indian and abroad. In India alone, the bank has 1,420

branches and about 4,644 ATMs. Talking about foreign countries, ICICI Bank has made its

presence felt in 18 countries - United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar

and Dubai International Finance Centre and representative offices in United Arab Emirates,

China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. The Bank proudly holds its

subsidiaries in the United Kingdom, Russia and Canada out of which, the UK subsidiary has

established branches in Belgium and Germany.

ICICI Bank has its equity shares listed in India on Bombay Stock Exchange and the National

Stock Exchange of India Limited. Overseas, its American Depositary Receipts (ADRs) are listed

on the New York Stock Exchange (NYSE). As of December 31, 2009, ICICI is India's second-

largest bank, boasting an asset value of Rs. 3,744.10 billion and profit after tax Rs. 30.14 billion,


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REVIEW OF EXISTING LITERATURE

i) Predictors Of Employee Satisfaction With The Performance Appraisal Process.By: Edward J. Inderrieden, Timothy J. Keaveny, Robert E. Allen, 1988.The study investigated the impact of several aspects of the appraisal process on three outcome

measures: satisfaction with the appraisal process, fairness of ratings and motivation to improve

performance. The findings suggest the importance of viewing the performance appraisal process

from a systematic perspective, rather than as a single event.

The objective of this research was to identify the impact of each phase of the appraisal process

on employee satisfaction with the process, perceptions of fairness of performance ratings, and

motivation to improve performance. Questionnaires were randomly distributed to 890

professional and general staff employees of a major state university in the Western United States.

A total of 270 employees comprised the final sample. Selected characteristics of subordinates,

superiors and the work situation were measured. The study reveals that participation in setting

standards and providing performance feedback during the year were positively associated with

the dependent variable. However, neither performance rating nor the nature of appraisal

interview was significant predictors of motivation to improve performance.

ii)A Qualitative Study of African-American Job Satisfaction in a Scientific/TechnicalResearch Environment

By: Cheryl D. Krossa, 1996.

The purpose of this study was to begin to develop an answer to the question, "what elements are

necessary, in a high-tech scientific and technical research work environment, for African-

Americans to experience job satisfaction?" Many studies have been conducted in the area of job

satisfaction. Its necessary attributes or components have been studied, analyzed, validated,

standardized, and normed on predominantly white male populations. Few of these studies have

focused on people of color, specifically African-Americans, and fewer still on those AfricanAmericans working in a high-tech, scientific and research environments. The researchers have

defined what is necessary for the current dominant culture's population.

iii)The Relationship Between Satisfaction With On-The-Job Training And Overall JobSatisfaction.


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By: Steven W. Schmidt, 2004.

This study examined the relationship between satisfaction with employer-provided workplace

training and overall job satisfaction. Survey completion data were obtained from 301 customers

and technical service employees in nine different organizations. Job duties for employees in

these positions are employer specific. Organizations represented included those in

manufacturing, technology, service, and government. A significant relationship was found

between job training satisfaction and overall job satisfaction. Time spent in training, training

methodologies, and type of training were determined to be significant in their relationships to job

training satisfaction. The methodology used in training made a significant difference in job

training satisfaction. Most preferred by respondents were methodologies that involved face-to-

face interaction provided by an instructor or job coach. Also found were significant interactions

between job tenure and employment type (customer service representative or technical service

representative) when examined with job training satisfaction. A major research finding in this

study was the high degree of relationship between job training satisfaction and overall job

satisfaction among employees in customer/technical service positions.

iv)Performance Appraisals Relation with Productivity and Job Satisfaction

By: Ayaz Khan, 2005.

The whole essence of the management activities of an organization culminates in the system of

performance appraisal adopted in that organization. This, in turn, reflects the extent of the

individual contributions and commitment of the employees in different hierarchical levels toward

the achievement of organizational objectives/goals. It goes without saying that an effective

performance appraisal system can lead an organization to take strides towards success and

growth by leaps and bounds. Conversely, an ineffective performance appraisal system can seal

the fate of an organization by creating chaos and confusion from top to bottom in the

administrative hierarchy. As a consequence the chances of success and growth of that

organization are doomed.

v) Does employee satisfaction matter? A study to determine whether low employee moraleaffects customer satisfaction and profits in the business-to-business sector

[8]

By: Julie Abbott, 2005.

Is employee morale affecting customer satisfaction and therefore the bottom line? This paper

describes a piece of exploratory research carried out in the business-to business (B2B) sector in

the UK to determine whether employee satisfaction does ultimately affect profits. There is a


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great deal of literature that supports this argument. The results of the research, however, actually

indicated an inverse relationship in one industry in particular. The focus industries were

technology, processing and business banking. This correlates with a recent similar study in the

retail industry. The results showed that morale can be very low, yet employees work hard in

order to keep their customers loyal and to maximize company profits. This is despite fear of

redundancy, high workloads and long hours.

vi)A case study analysis of the impact of satisfaction and organizational citizenship onproductivity.

By: Steven H. Appelbaum, Jacques Adam, Nadeem Javeri, Michel Lessard, Jean-Pascal

Lion, Michel Simard, Silvana Sorbo, 2005.

Despite significant investment in capital improvements and training, a rod mill suffered from

chronically low productivity. The authors conducted a survey to measure employee satisfaction

and to determine the correlation between employee satisfaction and productivity. The study

found a correlation between average job satisfaction, low motivation and the resulting low

productivity. A direct correlation was also found between low productivity and poor

communication between management, supervisors and employees. The article offers

recommendations to improve productivity by increasing employee involvement and

communication.

vii)A study of employee satisfaction in professional couriers in Coimbatore city.By: A. Sukumar, 2007.

This study is to understand the satisfaction of the pickup and delivery staffs in the professional

courier. The study is useful to the professional courier management to know the level of

satisfaction and needs of the employees. The study consists of both primary and secondary data.

The simple percentage analysis is used for calculating the percentage of satisfaction level in the

total respondents. Chi-square test is applied to test the goodness of fit, to verify the distribution

of observed data with assumed theoretical distribution. The study indicates that there is a

significant relationship between the marital status and the level of satisfaction, whereas in case of

age, gender, experience there is not significant relationship with job satisfaction.

viii)The Impact of Reward and Recognition Programs on Employees Motivation andSatisfaction a Co-relational Study[

[11]

By: Reena Ali and M.Shakil Ahmed, 2008.

This study highlighted the impact of reward and recognition programs on employees

motivation and satisfaction . The study was conducted from October till December; 2008


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the Sample chosen for the study is 80 employees of UNILEVER companies. The factors

affecting satisfaction were identified; payment, promotion, working condition, personal as

Analysis showed immense support for positive relationship between reward and employee

satisfaction. All these results are statistically significant thus providing rigor and generalizability

in research. This exploratory study suggests for the positive relationship between reward and

satisfaction.

ix)Leadership style and employee's job satisfaction in international tourist hotelsBy: Chien-Wen Tsai, 2008.

Because employee morale affects customer satisfaction the managers of the international tourist

hotels need to cultivate good relations with their internal staff. Prior research identifies many

factors affecting the satisfaction of employees. While relevant literature extensively investigates

job satisfaction and leadership behavior, studies of these variables in the tourism service, particularly in hotel management, are almost absent. This research concerns the correlation

between the style of managerial leadership and employee's job satisfaction in the international

tourist hotel industry. After literature reviewing, empirical model and hypotheses are established.

The study employs the questionnaires to conduct an investigation for employees in international

tourist hotels so as to collect information. This research surveys 500 employees in international

tourist hotels by questionnaire. A total of 300 questionnaires were returned (73 percent).

Through correlation analysis, this research discovers that employees are more satisfied under

consideration-style-leadership than construction-style-leadership.

x) Exploring Employee Satisfaction As A Quality And Productivity Enhancement ToolFor IT Sector of Pakistan

[13]

By: Hina Sohrab Kiani, Omama Khurshid, 2008.

This research addresses the factors concerning Employee Satisfaction that impact quality of

work done and productivity in software organization in Pakistan. The research reveals employee

satisfaction as an integral factor for organizations in Pakistan for obtaining competitive

advantages in terms of both quality and productivity. This research focuses on the factors that

cause employee satisfaction or dissatisfaction. Initially factors affecting employee satisfaction

were identified from the literature review. After this the relationship of employee satisfaction

with quality and productivity was analyzed for organizations in Pakistan. A questionnaire was

used in order to collect necessary data. This questionnaire highlighted the factors that are source

of satisfaction or dissatisfaction.


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A Comparative Study For Employee Job Satisfaction In Aydin Municipality And Nazilli

Municipality.

By: Assist. Prof. Dr. Hulusi Dogan, 2009.

This study was composed of a conceptual analysis of job satisfaction and an empirical research

for the relationships between job satisfaction and a set of variables; pay, promotion, positive

affectivity/encouragement, job involvement, potential of rest-day/off-day, relations with co-

workers, health facilities, relations with supervisor, training and education facilities, autonomy,

physical facilities, reconciliation role of supervisor, procedural justice, tangible aids, office tools,

level of role clearness, participation in decisions, management style of supervisor. The results,

based on a sample of 220 employees from Aydn Municipality and Nazilli Municipality,

indicated that 59% of the variance in job satisfaction was explained by the variables included in

the regression test. The variable of management/democratic style of supervisor had the greatest

effect on job satisfaction, followed by the variables of level of role clearness, health

facilities, autonomy, and participation in decision, job involvement, and training and

educational facilities. The study found that satisfaction level for tangible aids and potential

of rest-day was significantly higher for employees working in Aydin Municipality than those

working in Nazilli Municipality. But, satisfaction level for health facilities, physical

facilities and relations with supervisor was significantly higher for employees working in

Nazilli Municipality than those working in Aydin Municipality. So, it is suggested that managers

should apply additional/further researches in their organizations to investigate the underpinning

variables of job satisfaction and commitment of employees.

xi)A Study of Job Stress on Job Satisfaction among University Staff in Malaysia:Empirical Study.

[15]

By: Nilufar Ahsan, Zaini Abdullah, David Yong Gun Fie, Syed Shah Alam, 2009.

This article investigates the relationship between job stress and job satisfaction. The

determinants of job stress that have been examined under this study include, management role,

relationship with others, workload pressure, homework interface, role ambiguity, and performance pressure. The sample consists of a public university academician from Klang

Valley area in Malaysia. The results show there is a significant relationship between four of the

constructs tested. The results also show that there is significant negative relationship between job

stress and job satisfaction.


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RESEARCH METHODOLOGY

NATURE OF RESEARCH

The present research is descriptive as well as exploratory in nature. Descriptive as it describe the

current situation which is further lead to help various companies in taking better decisions for

future and exploratory because it explore many facts regarding job satisfaction.

UNIVERSE:

The universe of study includes all employees of SBI and ICICI Bank.

SAMPLE SIZE:

A comprehensive study is done covering branches of these banks in Hisar and Fatehabad Distt.

Sample size for the research project is 60respondents, 30 each from both the banks.

SOURCES OF DATA

The data is collected from both Primary and Secondary sources

Primary Data is collected with the help ofQuestionnaire Secondary Data is collected from- Internet, Journals, Books, Reports prepared by

various research scholars

RESEARCH INSTRUMENT

Questionnaire based on five point Liker scale is used for the study.


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1. Working hours are convenient for me.SBI ICICI

Strongly agree 12 40% 7 23%

Agree 6 20% 9 30%

Neither agree nordisagree

5 17% 3 10%

Disagree 4 13% 11 37%

StronglyDisagree

3 10% 0 0%

STATE BANK OF INDIA

ICICI BANK:

40%

20%

17%

13%

10%

WORKING HOUR ARE CONVENIENT

Strongly agree

Agree

Neither agree nor

disagree

Disagree


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INTERPRETATION:The above graph is showing that 40% of the respondents n SBI banks are strongly agree that

working hours are convenient for them, 20% respondents are agree with the orking hours

convenience and only 10% employees are strongly disagree. While in ICICI bank only 23%

employees are strongly agree with the convenience of working hours. 37% res0pondents are

disagree because many of the times they have to devote extra hours during their job. They have

to come earlier and time breaks during the job are less convenience for them.

2. Im happy with my work placeSBI ICICI

Strongly agree 7 23% 14 47%

Agree 5 17% 6 20%


4 13% 2 7%

Disagree 10 34% 6 20%

Strongly

Disagree

4 13% 2 6%

23%

30%10%

37%

0%

WORKING HOUR ARE CONVENIENT

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree

STATE BANK OF INDIA:


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INTERPRETATION:

In the graph of SBI only 23 % of the respondents are agree with the condition of the work place.

34% of the respondent are disagree with the concept of a good work place. The reason behind

this is the poor infrastructure facilities which are poor furnishing of the work place and other

facilities to perform the job easily. In the graph of respondents from the ICICI 47% of the

ICICI BANK

23%

17%

13%

34%

13%

Happy with the Work Place

Strongly agree

Agree

Neither agree nor

disagree

Disagree

47%

20%

7%

20%

6%

Happy with the Work Place

Strongly agree

Agree

Neither agree nor

disagree


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respondents are strongly agree with the statement that workplace is good for them. Only 6% are

strongly disagree. This is due to proper facilities and a sound infrastructure

3. The lighting and other arrangements in the office are satisfactory

SBI ICICIStrongly agree 8 27% 11 37%

Agree 6 20% 5 17%


3 10% 2 7%

Disagree 10 33% 7 23%

StronglyDisagree

3 10% 5 16%


ICICI

27%

20%

10%

33%

10%

lighting and other arrangements

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly Disagree


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INTERPRETATION:The above graph of SBI is showing the employees responds towards the lighting and the other

arrangement, here 33% of the respondents of SBI are disagree on the statement that lighting and

other facilities such as water, cleaning are good. While in the case of ICICI bank 37% of the

respondents are strongly agree that the lighting facilities and other arrangements provided by the

bank are good for them.

4:I feel I have too much work to do


Agree 6 20% 7 23%


4 13% 2 7%

Disagree 2 7% 7 23%

Strongly

Disagree

3 10% 2 7%


37%

17%7%

23%

16%

lighting and other arrangements

Strongly agree

Agree

Neither agree nor

disagree

Disagree


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ICICI

INTERPRETATION:The above pie charts are showing that 50 % of the respondents of the SBI are strongly agree that

they have too much work burden in ICICI bank 40% of the respondents are strongly agree in this

context. In ICICI bank 23% of the respondents are disagree with the statement. In SBI

employees have to deal with a lot of customers, depositors and investors etc. but with a low

workforce

5. Im satisfied with the safety measures provided by my bank


Agree 6 20% 7 23%


2 7% 2 7%

50%

20%

13%

7%

10%

Too much work pressure

Strongly agree

Agree

Neither agree nor

disagree

Disagree

40%

23%

7%

23%

7%

Too much work pressure

Strongly agree

Agree

Neither agree nor

disagree

Disagree


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Disagree 5 17% 4 13%

StronglyDisagree

4 13% 5 17%


ICICI

43%

20%

7%

17%

13%

safety measures provided by the bank

Strongly agree

Agree


Disagree

Strongly Disagree

40%

23%

7%

23%

7%

safety measures provided by the bank

Strongly agree

Agree


Disagree

Strongly Disagree


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INTERPRETATION:The above pie charts show the employees satisfaction level regarding the safety measure

provided by the bank to them. In case of SBI 43% employees are strongly agree by the safety

measure provide by the bank only 17% of the respondents are disagree with the proper safety

measures of the bank and in the case of ICICI bank 40% of the respondents are strongly agree

and 23% are agree. Thus on this issue perception of both the banks employee is seem to equal.

6: My relationship with my supervisor is Cordial


Agree5

17%

7

23%


3 10% 1 3%


StronglyDisagree

4 14% 2 7%


33%

17%10%

26%

14%

Cordial Relationship With Supervisor

Strongly agree

Agree

Neither agree nor

disagreeDisagree

Strongly Disagree


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ICICI

INTERPRETATION:The above pie charts show the cordial relationship of the employees with the supervisor. In SBI

33% of the respondents are strongly agree with the statement that they have cordial relationship

with their supervisor. In ICICI bank57% of the respondents have the cordial relationship with

the supervisor. Thus in ICICI employee- supervisor relationship is showing better working

environment also.

7: My supervisor is not partial


Agree 9 30% 5 17%


1 3% 2 7%


StronglyDisagree

4 13% 4 13%


57%23%

3%

10%

7%

Cordial Relationship With Supervisor

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree


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ICICI

INTERPRETATION:The above pie charts are showing that whether the supervisor is partial or not. In SBI 47% of the

respondent are strongly agree that supervisor is not parial, in ICICI only 23% of the respondent

are strongly agree with the term. It is also shown that only 17% of the respondent of ICICI bank

are agree. This statement shows that supervisor partiality with the employees is seems to be high

in ICICI bank.

8: My supervisor considers my ideas too while making decision

47%

30%

3%7%

13%

Supervisor is not partial

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree

23%

17%

7%

40%

13%Supervisor is not partial

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree


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Agree 5 17% 5 17%


2 7% 3 10%

Disagree 10 33%

7

23%

Strongly Disagree 7 23% 4 13%


ICICI:

20%

17%

7%33%

23%

Role in Decision Making

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree


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INTERPRETATION:

Role in decision making is a very important factor. From the above pie charts it is being clearly

shown that only 20% of the respondent are strongly agree that they are being involved in to

decision making and 33% are disagree with this statement. In ICICI bank 37% of the respondent

are strongly agree that they have to included in the decision making area.

9: Im satisfied with the support from my coworkers


Agree 6 20% 5 17%


5 17% 3 10%


StronglyDisagree

4 13% 4 13%


37%

17%10%

23%

13%

Role in Decision Making

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree


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ICICI:

INTERPRETATION:Here the support from the coworkers side is being shown. In case of SBI 27% of the respondent

are strongly agree with the statement and in ICICI bank 40% of the respondents are strongly

agree that they get good support from their co-workers.

10: People here have concern for one another and tend to help one another

27%

20%

17%

23%

13%

Supprot From Co- Worker

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree

40%

17%

10%

20%

13%

Supprot From Co- Worker

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree


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Agree 4 13% 7 23%

Neither agree nor

disagree

3 10% 4 14%


StronglyDisagree

8 27% 3 10%


ICICI:

20%

13%

10%30%

27%

concern forone another

Strongly agree

Agree

Neither agree nor

disagree

Disagree

33%

23%

14%

20%

10%

concern forone another

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree


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INTERPRETATION:

In. the above pie chart concern among the employees have been shown for each other. In SBI

30% of the respondents are disagree that there is concern factor during the job, in ICICI bank

33% of the respondents are strongly agree with the statement. Thus there is more concern in the

case of ICICI bank.

15: Im satisfied with the Loan facilities and other personal welfare benefits offered by

Bank

SBI ICICI

Strongly agree 186

0%

7 23

%Agree 5 17% 8 27%


1 3 2 7%

Disagree 3 10% 10 33%

StronglyDisagree

3 10% 3 10%


Strongly agree

60%Agree

17%

Neither agree

nor disagree

3%

Disagree

10%

Strongly

Disagree

10%

Loan Facility and Personal Welfare Benefit


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ICICI:

INTERPRETATION:The pie charts show the employees view towards the loan facilities provided by the bank. In

SBI 60% of the respondent are strongly agree that they are provided the good and easy term loan

facilities. But in ICICI bank23% of the respondents are strongly agree with the statement and

33% of the respondents are disagree with the better loan facilities provided to them.

16: I feel Im being paid a fair amount for the work I do


Agree 5 17% 9 30%


2 7% 3 10%

Disagree7

23%

5

17%

StronglyDisagree

8 26% 1 3%

23%

27%

7%

33%

10%

Loan Facility and Personal Welfare

BenefitStrongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree


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ICICI:

INTERPRETATION:The above pie chart show the respondents vie towards the fair amount paid to them for their

work. In SBI 26% of the respondents are strongly disagree with the statement that they are being

paid a fair amount of remuneration. In ICICI bank only 3% of the respondents are strongly

disagree with the statement.

27%

17%

7%

23%

26%

Fair Amount ForWork

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree

40%

30%

10%

17%

3%

Fair Amount ForWork

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree


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17: Im satisfied with my chances for promotion


Agree 8 27%

6

20%


2 7% 4 13%


StronglyDisagree

4 13% 5 17%


33%

27%

7%

20%

13%

Chance For PromotionStrongly agree

Agree


Disagree

Strongly Disagree


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ICICI:

INTERPRETATION:The above pie chart show the respondent view on the chance of promotion available to them.

In Case of SBI 33% of the respondents are strongly agree that there are good chances for the

promotion but 20% are disagree. In ICICI bank 23% of the respondents are strongly agree that

they are provided good scope for promotion, 27% are disagree with the statement.

18: The salaries we receive are good as other organizations pay to their employees


Agree 5 17% 3 10%


4 13% 1 3%


StronglyDisagree

4 13% 4 14%

23%

20%

13%

27%

17%

Chance For Promotion

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree


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ICICI:

INTERPRETATION:In the above pie chart it is being shown whether the employees are provided the better salary

than other organization or not. In SBI 37% of the respondents are strongly agree that thay are

provided good salary than others. Only 13% are strongly disagree with this. In ICICI bank50%

of the respondent are strongly agree on this statement. Only 14% of the respondents are

disagreeing on it.

37%

17%13%

20%

13%

Better Salary Than Other Org.

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree

50%

10%

3%

23%

14%

Better Salary Than Other Org.Strongly agree

Agree


Disagree

Strongly Disagree


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19: Im satisfied with the allowances provided by my organization

SBI ICICI

Strongly agree 11 33% 14 46%Agree 5 10%

517%


4 13% 2 7%


StronglyDisagree

4 17% 3 10%


ICICI:

33%

10%13%

27%

17%

Allowances Provided by Org.

Strongly agree Agree

Neither agree nor disagree Disagree

Strongly Disagree


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INTERPRETATION:

In the above pie charts the employees view on allowance has been shown. In SBI 33% of the

respondents are strongly agree with the statement that they are provided a fair amount of

allowances, 17% are strongly disagree on this ststement. In ICICI bank 46% of the respondents

are strongly agree with the statement that they are provided the fair amount of remuneration. And

10 % are strongly disagree.

20: I feel that my Boss motivate me to achieve the organization goal


Agree 5 17% 6 20%


3 10% 4 14%


StronglyDisagree

7 23% 3 10%


46%

17%

7%

20%

10%

Allowances Provided by Org.

Strongly agree Agree

Neither agree nor disagree Disagree

Strongly Disagree


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ICICI:

INTERPRETATION:The above pie chart is showing the very important factor of job satisfaction. This factor is

motivation by boss. In SBI only 20% of the respondents are strongly agree that they get strong

motivation by the boss, while 30% of the total disagree with this statement. In case of ICICI 46%

20%

17%

10%30%

23%

Motivation By Boss

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree

46%

20%

14%

10%

10%

Motivation By Boss

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree


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of the respondents are stronly agree that they are provided a good motivation and suport from the

boss side.

21: Communication seem good within this Organization


Agree 4 13%5

17%


3 10% 3 10%

Disagree 10 34% 7 23%

StronglyDisagree

6 20% 3 10%


23%

13%

10%

34%

6%

Good Communication Flow

Strongly agree

Agree

Neither agree nor

disagree

Disagree

Strongly Disagree


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ICICI:

INTERPRETATION:The above pie charts are showing the respondents view towards the communication flow

between the different level of the organization with in the organization. In the case of the SBI

23% of the respondents are strongly agree, 13 % are agree and 34% of the respondents are

disagree with the statement that there is good flow of communication. While in ICICI 40% of the

respondents are strongly agree that in the organization information flow with in the different

person is adequate. The reason behind this is the proper communication infrastructure and high

technological tools.

22: I consider that my work is valuable in attaining my organizational goals


Agree 6 20%

4

13%


2 7% 2 7%


StronglyDisagree

2 7% 2 7%

40%

17%

10%

23%

10%

Good Communication Flow

Strongly agree

Agree

Neither agree nor

disagree

Disagree


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ICICI:

INTERPRETATION:In the above pie charts 53% of the employees in SBI are strongly agree with the statement thatthere work is valuable in attaining the organizational goal, 13% are disagree with the statement.In ICICI 60% of the respondents are strongly agree that there work is very much valuable inattaining the organization goal and their work is considered as a backbone in the overallattainment of the effectiveness.

53%

20%

7%

13%7%

work valuability in attaining the Org.

Goal

Strongly agree

Agree

Neither agree nor

disagree

Disagree

60%13%

7%

13%7%

work valuability in attaining theOrg. Goal

Strongly agree

Agree

Neither agree nor

disagree

Disagree


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FINDINGS

1) Employees at SBI are happier regarding their working hours than the ICICI employeeswho are not fully satisfied with their working hours.

2) As per the work environment and infrastructure ICICI employees found it more soundthan the SBI employees, who are not fully satisfied with the work environment and the

infrastructure provided.

3) One of the most important aspect of work environment are the lighting and cleaningfacilities. SBI employees are not happy with the facilities in their offices but ICICI

employees are much happier with the kind of facilities provided to them.

4) Approximately 50% employees in SBI feel that work load is more than required but inICICI only 40% say that they have an extra work load, which means that the workforce is

less in the SBI as per the requirement of the work.

5) Safety measures provided by both the banks are just satisfactory, 43% of SBI and 40% ofICICI employees strongly agree that the safety measures are appropriate which reveals

that not even 50% employees are happy with the safety measures.

6) The ICICI employees have got a cordial relation with their supervisor as mentionedearlier the work environment in the respective bank is very much sound but the SBI

employees does not share a cordial relation with their seniors and supervisor, one of the

reason could be the work environment and work culture.

7) The possible reason as mentioned by the employees of SBI for an unhealthy relation withtheir supervisor is the partiality done by them with the employees, which is really less in

case of ICICI employees as mentioned by them during the survey.

8) 20% of the SBI and 37% of the ICICI employees state that their suggestion areconsidered during the decision making which clearly states that the percentage is really

less in the mentioned case.


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9) SBI employees stated that they are not satisfied with the support of coworker in theiroffice but ICICI employees are happy with the support of coworker in their office.

10)SBI employees feel that no concern is shown towards them whereas the I

CIC

I employeesfeel the other way. 33% employees of ICICI bank feel that the more concern is shown to

them.

11)In case of loan facility there is a huge visible difference between the employees of boththe banks, as SBI 60% people found it easy to get loan ICICI 23% employees does not

agree with the statement.

12)SBI 2

6%

of the respondents are strongly disagree with the statement that they are being paid a fair amount of remuneration. In ICICI bank only 3% of the respondents are

strongly disagree with the statement.

13)Compared to the remuneration of other banks both the banks employees feel that they arebeing paid better than the other banks.

14)For promotion the SBI employees feel that they have good chances of promotion but incase of ICICI employees the percentage is really less. ICICI employees do not found

good chances of promotion.

15)ICICI employees are more satisfied with the allowances provided than the SBIemployees.

16)Motivation is an i

Documents

Jakhar Synopsis Final%5B1%5D[1]