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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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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%
Neither agree nordisagree
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%
Neither agree nordisagree
3 10% 2 7%
Disagree 10 33% 7 23%
StronglyDisagree
3 10% 5 16%
STATE BANK OF INDIA:
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
SBI ICICIStrongly agree 15 50% 12 40%
Agree 6 20% 7 23%
Neither agree nordisagree
4 13% 2 7%
Disagree 2 7% 7 23%
Strongly
Disagree
3 10% 2 7%
STATE BANK OF INDIA:
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
SBI ICICIStrongly agree 13 43% 12 40%
Agree 6 20% 7 23%
Neither agree nordisagree
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%
STATE BANK OF INDIA:
ICICI
43%
20%
7%
17%
13%
safety measures provided by the bank
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly Disagree
40%
23%
7%
23%
7%
safety measures provided by the bank
Strongly agree
Agree
Neither agree nor disagree
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
SBI ICICIStrongly agree 10 33% 17 57%
Agree5
17%
7
23%
Neither agree nordisagree
3 10% 1 3%
Disagree 8 26% 3 10%
StronglyDisagree
4 14% 2 7%
STATE BANK OF INDIA:
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
SBI ICICIStrongly agree 14 47% 7 23%
Agree 9 30% 5 17%
Neither agree nordisagree
1 3% 2 7%
Disagree 2 7% 12 40%
StronglyDisagree
4 13% 4 13%
STATE BANK OF INDIA:
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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SBI ICICIStrongly agree 6 20% 11 37%
Agree 5 17% 5 17%
Neither agree nordisagree
2 7% 3 10%
Disagree 10 33%
7
23%
Strongly Disagree 7 23% 4 13%
STATE BANK OF INDIA:
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
SBI ICICIStrongly agree 8 27% 12 40%
Agree 6 20% 5 17%
Neither agree nordisagree
5 17% 3 10%
Disagree 7 23% 6 20%
StronglyDisagree
4 13% 4 13%
STATE BANK OF INDIA:
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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SBI ICICIStrongly agree 6 20% 10 33%
Agree 4 13% 7 23%
Neither agree nor
disagree
3 10% 4 14%
Disagree 9 30% 6 20%
StronglyDisagree
8 27% 3 10%
STATE BANK OF INDIA:
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%
Neither agree nordisagree
1 3 2 7%
Disagree 3 10% 10 33%
StronglyDisagree
3 10% 3 10%
STATE BANK OF INDIA:
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
SBI ICICIStrongly agree 8 27% 12 40%
Agree 5 17% 9 30%
Neither agree nordisagree
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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STATE BANK OF INDIA:
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
SBI ICICIStrongly agree 10 33% 7 23%
Agree 8 27%
6
20%
Neither agree nordisagree
2 7% 4 13%
Disagree 6 20% 8 27%
StronglyDisagree
4 13% 5 17%
STATE BANK OF INDIA:
33%
27%
7%
20%
13%
Chance For PromotionStrongly agree
Agree
Neither agree nordisagree
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
SBI ICICIStrongly agree 11 37% 15 50%
Agree 5 17% 3 10%
Neither agree nordisagree
4 13% 1 3%
Disagree 6 20% 7 23%
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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STATE BANK OF INDIA:
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
Neither agree nordisagree
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%
Neither agree nordisagree
4 13% 2 7%
Disagree 6 27% 6 20%
StronglyDisagree
4 17% 3 10%
STATE BANK OF INDIA:
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
SBI ICICIStrongly agree 6 20% 14 46%
Agree 5 17% 6 20%
Neither agree nordisagree
3 10% 4 14%
Disagree 9 30% 3 10%
StronglyDisagree
7 23% 3 10%
STATE BANK OF INDIA:
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
SBI ICICIStrongly agree 7 23% 12 40%
Agree 4 13%5
17%
Neither agree nordisagree
3 10% 3 10%
Disagree 10 34% 7 23%
StronglyDisagree
6 20% 3 10%
STATE BANK OF INDIA:
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
SBI ICICIStrongly agree 16 53% 18 60%
Agree 6 20%
4
13%
Neither agree nordisagree
2 7% 2 7%
Disagree 4 13% 4 13%
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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STATE BANK OF INDIA:
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