Employee satisfaction is important for organizations as it leads to increased productivity, quality, and customer satisfaction. Key factors that influence employee satisfaction include compensation and benefits, opportunities for promotion and career development, job design, recognition, and job security. Regularly measuring employee satisfaction can help organizations identify areas for improvement and ensure a satisfied and loyal workforce.

1. 1
CHAPTER-1
INTRODUCTION

2. 2
INTRODUCTION TO BANKING
Nepal bank Ltd. is the first modern bank of Nepal. It is taken as the milestone of modern
banking of the country. Nepal bank marks the beginning of a new era in the history of the
modern banking in Nepal.
This was established in 1937 A.D. Nepal Bank has been inaugurated by King Tribhuvan Bir
Bikram Shah Dev on 30th Kartik 1994 B.S. Nepal bank was established as a semi
government bank with the authorized capital of Rs.10 million and the paid -up capital of Rs.
892 thousand. Until mid-1940s, only metallic coins were used as medium of exchange. So
the Nepal Government (His Majesty Government on that time) felt the need of separate
institution or body to issue national currencies and promote financial organization in the
country.
Nepal Bank Ltd. remained the only financial institution of the country until the foundation of
Nepal Rastra Bank is 1956 A.D. Due to the absence of the central bank, Nepal Bank has to
play the role of central bank and operate the function of central bank. Hence, the Nepal
Rastra Bank Act 1955 was formulated, which was approved by Nepal Government
accordingly, the Nepal Rastra Bank was established in 1956 A.D. as the central bank of
Nepal. Nepal Rastra Bank makes various guidelines for the banking sector of the country.
A sound banking system is important for smooth development of banking system. It can play
a key role in the economy. It gathers savings from all over the country and provides liquidity
for industry and trade. In 1957 A.D. Industrial Development Bank was established to
promote the industrialization in Nepal, which was later converted into Nepal Industrial
Development Corporation (NIDC) in 1959 A.D.
Rastrya Banijya Bank was established in 1965 A.D. as the second commercial bank of Nepal.
The financial shapes for these two commercial banks have a tremendous impact on the
economy. That is the reason why these banks still exist in spite of their bad position.

3. 3
As the agriculture is the basic occupation of major Nepalese, the development of this sector
plays in the prime role in the economy. So, separate Agricultural Development Bank was
established in 1968 A.D. This is the first institution in agricultural financing.
For more than two decades, no more banks have been established in the country. After
declaring free economy and privatization policy, the government of Nepal encouraged the
foreign banks for joint venture in Nepal.
Today, the banking sector is more liberalized and modernized and systematic managed.
There are various types of bank working in modern banking system in Nepal. It includes
central, development, commercial, financial, co-operative and Micro Credit (Grameen)
banks. Technology is changing day by day. And changed technology affects the traditional
method of the service of bank.
Banking software, ATM, E-banking, Mobile Banking, Debit Card, Credit Card, Prepaid Card
etc. services are available in banking system in Nepal. It helps both customer and banks to
operate and conduct activities more efficiently and effectively.
For the development of banking system in Nepal, NRB refresh and change in financial sector
policies, regulations and institutional developments in 1980 A.D. Government emphasized
the role of the private sector for the investment in the financial sector. These policies opened
the doors for foreigners to enter into banking sector in Nepal under joint venture.
Some foreign ventures are also established in Nepal such as Nepal Bangladesh Bank,
Standard Chartered Bank, Nepal Arab Bank, State Bank of India, ICICI Bank, Everest Bank,
Himalayan Bank, Bank of Kathmandu, Nepal Indo-Suez Bank and Nepal Sri Lanka
Merchant Bank etc.
The NRB will classify the institutions into “A” “B” “C” “D” groups on the basis of the
minimum paid-up capital and provide the suitable license to the bank or financial institution.
Group ‘A’ is for commercial bank, ‘B’ for the development bank, ‘C’ for the financial
institution and ‘D’ for the Micro Finance Development Banks.

4. 4
Generally banks in Nepal are opened 9 am to 3 pm Sunday to Thursday and 9 am to 1 am on
Friday. But nowadays most of banks in Kathmandu are opened throughout the week.
There are 32 commercial banks, 79 development banks, 79 financial companies, 18 micro
credit (Grameen) development banks and 16 saving and credit co-operation(licensed by
Nepal Rastra Bank) are established so far in Nepal. The bank with the largest network in
Nepal is The Nepal Bank Ltd. These commercial banks and financial institutions have played
significant roles in creating banking habit among the people, widening area and business
communities and the government in various ways.

5. 5
INTRODUCTION
TO
COMPANY

6. 6
INTRODUCTION TO EVEREST BANK LTD
Catering to more than 7.5 lacs customers, Everest Bank Limited (EBL) is a name you can
depend on for professionalized & efficient banking services. Founded in 1994, the Bank has
been one of the leading banks of the country and has been catering its services to various
segments of the society. With clients from all walks of life, the Bank has helped develop the
nation corporately, agriculturally & industrially.
Joint Venture Partner
Punjab National Bank (PNB), our joint venture partner (holding 20% equity) is the largest
nationalized bank in India having presence virtually in all important centers. Owing to its
performance during the year 2012-13, the Bank earned many laurels & accolades in
recognition to its service & overall performance. Recently, PNB was awarded with "IDRBT
Banking Technology Excellence Award" under Customer Management & Intelligence
Initiatives. The Bank also bagged "Golden Peacock Business Excellence Award 2013" by
Institute of Directors. Similarly, the Bank was recognized as 'Best Public Sector Bank' by
CNBC TV 18. The bank has now more than 6,635 branches and 8622 (as on 30th sept
2015) ATMs spread all across the India. As a joint-venture partner, PNB has been providing
top management support to EBL under Technical Service Agreement.
Networks
Everest Bank Limited (EBL) provides customer-friendly services through its wide Network
connected through ABBS system, which enables customers for operational transactions from
any branches. The bank has 60 Branches, 90 ATM Counters, 6 extension counter &
25 Revenue Collection Counters (as on 4th June 2017) across the country making it a very
efficient and accessible bank for its customers, anytime, anywhere.
Vision
“To be a Leading Commercial Bank with Pan Nepal presence and become a household name,
providing wide range of financial products and services under one roof”

7. 7
Mission
“Growth through Banking for ALL”
Performance
Key Financial Highlights
Particular
Fiscal
Year 2067
Fiscal
Year 2068
Fiscal
Year 2069
Fiscal
Year 2070
Fiscal
Year 2071
Fiscal Year
2072
Total Business. (Rs in
Ten Million)
6,448.87 7,278.97 8662.29 10191.82 11055.84 13,845.73
Operating Profit. (Rs
in Million)
1,349.10 1,516.69 1,790.39 2401.55 2494.03 2,416.60
Dividend/Bonus
Payments.(In %)
Cash Dividend 30 50 1.58* 50 50 5
Bonus 30 10 30 10 12 30
Current Account
EBL offers a wide range of products and services designed to make banking easier and to
match each and every customer's requirements. This account is non-interest bearing account.
We are offering various flexible payment methods to allow customers to distribute money
directly to others. There is no limit for withdrawal and deposit in this account. We provide
internet user login for this account in case of single signatory.

8. 8
EBL's Current Account offers you various benefits and flexibility.
 Free Cheque books
 Free monthly statement
 Unlimited Withdrawal
 Extended Banking Hour
 365 days banking
 All the branches of EBL is connected through ABBS (Any Branch Banking Service)
which enables you to withdraw and deposit cash from any of the branches.
 ATM card.
Awards
 The bank has been conferred with the "Best Managed Commercial Bank" by ASIAN
PAINT NEWBIZ Award 2013.
 The bank adjudged as "Number 1 Bank" under CAMELS (along with Customer Base
& Branch Network) rating conducted by KAROBAR national daily (a leading
business media house of Nepal).
 The bank has been conferred with “Bank of the Year 2006, Nepal” by the Banker, a
publication of financial times, London.
 The bank was bestowed with the “NICCI Excellence award” by Nepal India chamber
of commerce for its spectacular performance under finance sector.
Pioneering achievements
 EBL was one of the first banks to introduce Any Branch Banking System (ABBS) in
Nepal.
 EBL introduced Mobile Vehicle Banking system to serve the segment deprived of
proper banking facilities through its Birtamod Branch, which was the first of its kind.
 EBL introduced branchless banking system first time in Nepal to cover unbanked
sector of Nepalese society through biometric machine.

9. 9
 EBL is first bank that has launched e-ticketing system in Nepal where customers can
buy yeti airlines ticket through internet.
 EBL introduced online payment of Mobile/PSTN/ADSL/NCELL bill or from the
counter as well.
 EBL is the first bank to introduce agro-specialized branch "KRISHI UDHYAM
BIKASH SAKHA" at Rajbiraj.
 EBL introduced Cash Deposit Kiosk for the first time in Nepal through which the
Customers can deposit Cash conveniently.
M-Banking (EBL Touch-24)
Mobile Banking service is bundled with application and text based features. Now the
customers of EBL can enjoy the banking facility in their mobile phones. This gadget based
service makes 24 hour availability of the bank as required by the customers. All
Current/Savings & Overdraft account holders are eligible for this service. This facility gives
real-time access to the accounts, anytime, anywhere by just clicking on menu option
displayed on the mobile application or by sending text message to the service center 32244.
Safe-Simple-On the go!! Mobile Banking!!
This is what the EBL Touch-24 provides
The Bank is offering following value added service to the valued customers
 Once the customer is registered, they will receive one initial SMS in their mobile
number, requesting them to activate their account
 Upon receiving initial message, the customer has to send the message <ACT>
<Account Number> to the short code No. 32244in order to activate the service.
 Once account is activated, the customers will get 4 digit initial PIN Code for
their Touch-24 Mobile Banking service.
 The customers is now able to run SMS based Mobile Banking service of the Bank,
which can be operated from normal mobile set also.

10. 10
 For the Touch-24 service, customers can download the application from respective
web sites according to the mobile set as below:
 Mobile set with Android O/S - Google Play Store
 Mobile set with Apple IOS - App Store

11. 11
INTRODUCTION
TO
TOPIC

12. 12
INTRODUCTION TO EMPLOYEES SATISFACTION
Employee’s satisfaction is the terminology used to describe whether employees are happy
and contented and fulfilling their desires and needs at work .Many measures purport that
employees satisfaction is a factor in employee motivation, employee goal achievement and
positive employee morale in the workplace.
Employee satisfaction, while generally a positive in your organization, can also be a downer
if mediocre employees stay because they are satisfied with your work environment. Factors
contributing to employee satisfaction include treading employees with respect, providing
regular recognition, empowering employees, offering above industry-average benefits and
compensation, providing employee perks and company activities and positive management
within a success framework of goals, measurements and expectations. Periodically that gauge
employee satisfaction.(I do not support these.) Employee satisfaction is looked at in areas
such as:
 Management
 Understanding of mission and vision
 Empowerment
 Teamwork
 Communication
 Co-worker interaction
Employees are more loyal and productive when they are satisfied Hunter & Tietyen , (1997)
,and these satisfied employees affect the customer satisfaction and organizational
productivity ,Porterfield,(1999).There is no limit for the employees to reach the full
satisfaction and it may vary from employee to effectively to gain greater job satisfaction,
Miller ,(2006). Having good relationship with the colleagues , high salary , good working
conditions , training and education opportunities , career development or any other benefits
may be related with the increasing of employee satisfaction “Employee satisfaction is the
terminology used to describe whether employees are happy, contended and fulfilling their
desires and needs at work .Many measures support that employee satisfaction is a factor in

13. 13
employee motivation, employee goal achievement and positive employee morale in the work
place.”
Need for Employee Satisfaction
Everyone from managers, retention agents to HR need to get a handle on employee loyalty
and satisfaction- how committed is the workforce to the organization and if workers are
really contented with the way of things for gauging their likelihood to stay with the company.
One of the main aspects of Human Resource Management is the measurement of employee
satisfaction. Companies have to make sure that employee satisfaction is high among the
workers, which is a precondition for increasing productivity, responsiveness, quality and
customer services. The litmus test is to study turnover and average length of service. If
turnover is on the rise, loyalty levels are low and vice versa. Comparing them to industry
averages gives good idea of attribution probabilities .Staff attendance , compliance with
policies and confidence in leadership are other indirect indicators of allegiance while
excessive theft and sabotage spell obvious lack of commitment .According to Heskett at all
(1994) , more satisfied employees , stimulate a chain of positive actions which end in an
improved company .
Variables on which Employee Satisfaction Depend:
1. Organizational Variables:
The organization determinants of employee satisfaction play a very important role. The
employees spend major part of their time in organization so there are number of
organizational variables that determine employee satisfaction of the employees. The
employee satisfaction in the organization can be increased by organizing and managing the
organizational variables or organizational factors .Following these 10 variables comes in this
category:-

14. 14
Organization Development:
Organizational development is an ongoing systematic process to implement effective change
in an organization .Its objective is to enable the organization in adopting better to the fast
changing external environment of new markets , regulations and technologies .It starts with
careful organization –wide analysis of the current situation and of the future requirements .In
other words we can say that organization development is the process through which an
organization develops the internal capacity to most efficiency and effectively provide its
mission work and to sustain itself over the long term. This definition highlight the explicit
connection between organizational development work and the achievement in business field
and their comparison with leading competitors.
 Brand of organization in business field and their comparison with leading
competitors.
 Potential development of the organization.
Policies of Compensation and Benefits:
This is the most important variable for employee satisfaction. Compensation can be
described as the amount of reward that a worker expects from the job. Employees should be
satisfied with competitive salary packages and they should be satisfied with it when
comparing their pay packets with those of the outsiders who are working in the same
industry. A feeling of satisfaction is felt by attaining fair and equitable rewards. Following
these points come under this category :
 Wages and salary
 Reward and penalties
Promotion and Career Development:
Promotion can be reciprocated as a significant achievement in the life. It promises and
delivers more pay , responsibility ,authority ,independence and status. So, the opportunity for
promotion determines the degree of satisfaction to the employee. Following these points
come under this category:

15. 15
 Opportunity for promotion
 Equal opportunity to grow despite being male or female
 Training program
 Opportunity for use skills and abilities
Job Satisfaction:
Job satisfaction is the favorableness or unfavorableness with which employees view their
work. As with motivation, it is affected by the environment .Job satisfaction is impacted by
job design. Jobs that are rich in positive behavioral such as autonomy ,task identity , task
significance and feedback contribute to employees satisfaction .Following these points come
under this category:
 Job design
 Task identity
 Recognition
 Responsibility
 Empowerment
Job Security:
Job security is an employee’s assurance or confidence that they will keep their current job.
Employees with a high level of job security have a low probability of losing their job in the
near future. Certain professions or employment opportunities inherently have better job
security than others; job security is also affected by a worker’s performance, success of the
business and the current economic environment. Following these points come under this
category:
 Facility of transfer
 Accessible /reasonable target
 Leaves
Working Environment & Condition:
Employees are highly motivated with good working conditions as they provide a feeling of
safety, comfort and motivation. On country, poor working condition brings out a fear of bad

16. 16
health in employees. The more comfortable the working environment is more productive will
be the employees. Following these points come under this category:
 Feeling safe and comfort in working environment
 Tools and equipment
 Working methods
 Security guards and parking facility
 Well ventilated with good light fans and air conditioning
 Neat and clean office place, rest area and washrooms
Relationship with Supervisors:
A good working relationship is essential since, at every stage, you need his or her
professional input, constructive criticism and general understanding. Following these points
come under this category:
 Relationship with immediate supervisor
 Communication between employees and senior management
 Treatment to employee
Work Group:
There is a natural desire of human beings to interact with others and so existence of group in
organization is a common observable fact. This characteristics result in formation of work
group at the work place. Isolated workers dislike their job. The work groups make use of a
remarkable influence on the satisfaction of employees. Following these points come under
this category:
 Relationship with the group members
 Group dynamics
 Group cohesiveness
 Need for affiliation
Leadership Style:
The satisfaction level on the job can be determined by the leadership style. Employee’s
satisfaction is greatly enhanced by democratic style of leadership. It is because democratic
leaders promote friendship, respect and warmth relationship among the employees. On

17. 17
contrary, employees working under authoritarian and dictatorial leaders express low level of
employee satisfaction. Following these points come under this category:
 Prefer democratic style of leadership
 Friendship, respect and warmth relationship
Other Factors:
There are some other important variables which affect the level of employee satisfaction in
organization. Following these points come under this category:
 Group outgoing ( feel like a part of family)
 Encouragement and feedback
 Use of internet and other technology for doing job
2. Personal Variables:
The personal determinants also help a lot in maintaining the motivation and personal factors
of the employees to work effectively and efficiently. Employee satisfaction can be related to
psychological factors and so numbers of personal variables determine the employee
satisfaction of the employees. Following these five variables comes in this category:
Personality: The personality of an individual can be determined by observing his
individual psychological condition. The factors that determine the satisfaction of individual
and his psychological conditions is perception, attitude , and learning. Following these points
come under this category:
 Competencies and personality of employees are suitable for job
 Perception, attitude and learning of employee
Expectation: The expectation level of employees affects their satisfaction level. If one
receives more outcome that expected then he will be highly satisfied and vice-versa.
Following these points come under this category:
 Expectation of employee from the job
Age: Age can be described as noteworthy determinants of employee satisfaction. It is
because younger age employees possessing higher energy levels are likely to be having more

18. 18
employee satisfaction that older age employees. Following these points come under this
category:
 Young employees possessing high energy level so feeling more satisfied
 Old employees resist accepting new techniques
Education: Education plays a significant determinant of employee satisfaction as it
provides an opportunity for developing one’s personality. Education develops and improvises
individual wisdom and evaluation process. The highly educated employees can understand
the situation and assess it positively as they possess persistence, rationality and thinking
power.
 Highly educated employees possess rationality and thinking power
 Education develops individual wisdom and evaluation process
Gender Differences: The gender and race of the employees play important determinants
of employee satisfaction women , the fairer sex, are more likely to be satisfied than their
counterpart even if they are employed in same job. Following these points come under this
category:
 Generally women are more likely to be satisfied than men
Why is employee satisfaction important?
Importance of employee satisfaction can understand in 2 main areas namely:
 For organization
 For employee
1. Importance of Employee Satisfaction for the Organization:
 Enhance employee retention
 Increase productivity
 Increase customer satisfaction
 Reduce turnover, recruiting and training costs
 Enhance customer satisfaction and loyalty
 More energetic employees
 Improve teamwork

19. 19
 Higher quality products and service due to more competent , energized employees
2. Importance of Employee Satisfaction for the Employee:
 Employ will believe that the organization will be satisfying in the long run
 They will care about the quality of their work
 They will create and deliver superior value to the customer
 They are more committed to the organization
 Their work is more productive
How to Improve Employee Satisfaction?
Employee attitudes typically reflect the moral of the company. In areas of customer service
and sales, happy employees are extremely important because they represent the company to
the public. Satisfaction however, is not linked solely to compensation. Sure, a raise or
benefits will probably improve employee contentment at least temporarily but small
inexpensive changes can have a long-term impact. Zappos.com CEO Tony Hsieh’s book
Delivering Happiness suggests that employers should follow the science of happiness. The
book stresses the importance of happy employees. Since the publication of this New York
Times Best Seller, Hsieh has expanded his message from to a bus tour to an entire
movement. On his happiness project blog , Gretchen Rubin, author of The Happiness Project,
identifies seven areas to improve happiness in the workplace. While employees can’t weak
their habits to improve happiness, employers can also make small changes to the seven
categories. A little bit of effort can lead to happy, efficient, and loyal employees.
12 steps or things which we can do to improve employee satisfaction and loyalty thereby
increasing our business revenue and profits are as follows:
Clear, Concise and Consistent Communication:
In many organization employee doesn’t know what is mission , vision ,objects. Building a
corporate culture that requires employees to be an integral part of the organization can be an
effective way of getting the most from the talents or competencies brought to the

20. 20
organization by each employee. We should keep employees informed on the company’s
position, progress made, issues and how they directly contribute to the success of the
business.
Getting to Know Your Employees and Create a Team:
It can be done by the hiring right employee for right job and clearly defined and
communicated employee expectations. Every organization should spend time to build trust
and accountability, lying out clear expectation and securing their commitment to the business
and build a culture around working together to meet challenges, create new advantage and
propel the business to greater success.
Training and other Improvement Programs:
Provide necessary education, training and coaching that increases employees skills and
shows the employee that you are interested in their success and readiness for new
responsibility.
Empower Employees Across the Company:
Step up appropriate levels of new responsibility across the company. Push appropriate
decision making and allow people closest to the issue to make the call. Make sure your
employee knows that you trust them to do their job to the best of their ability.
Work Itself:
We can increase employee satisfaction by making job rotation, job enlargement like
knowledge enlargement and task enlargement as well as job enrichment. Target should be
accessible for employee.
Fair Compensation and Benefits:
Policies of compensation and benefits are most important part of organization. But you
should your policies at “Suitability” not “the best”.
Opportunity for Promotion and Career Development:
Develop programs to promote all titles in the organization and build programs for career
development of each title. Organization should give opportunity to every employee for using
their abilities, skills and creativeness.

21. 21
Monitor Performance and Reward for Contribution:
People naturally keep score. Use this to as advantage by monitoring positive contribution and
behavior, rewarding as appropriate. Motivate others to reach new performance levels by
knowing how they measure up to expectation. We should build the proper evaluation and fair
and encourage employees perform work.
Provide Regular, Honest Feedback:
Don’t wait for a crisis situation to give feedback. Instead , give regular constructive input
into the employee’s performance across a wide variety of issues , build loyalty, challenge to
new levels of performance and keep it real.
Build Corporate Culture:
We should focus on making proper communication channel, good and supportive
relationship with co-workers and with supervisor. Employee satisfaction can be increased by
demonstrating respect for everyone in the organization or company.
Provide Best Equipment Safe Working Condition:
Invest in employees by making sure their tools and equipment don’t keep them from being
successful. Give them the very best tools to deliver the very best performance to the company
, customers and market place. Companies should build occupational health and safety
program.
Use of Information Technology:
Creating a work environment in which employees are productive is essential to increased
employee productivity, their satisfaction as well as profits for any organization, corporation
or small business. There is no shortage of information on ways to motivate employees but
more and more companies are realizing that there is a strong correlation between flexibility
in the workplace and employee satisfaction and productivity. The concept of telecommuting
is certainly not new. However, recent advances in cloud computing and collaboration
software make telecommuting standpoint. Concerns about cost, security, features and
reliability have all been laid to rest with the introduction of hosted, software as a service
application.

22. 22
Advantages of Employee’s Satisfaction are:
 Align employees interest with those of shareholders;
 Recruit or retain key employees;
 Compensate for lower salaries and relieve pressure on cash flow;
 Lower the supervision required of employees;
 Increase innovation and research;
 Increase customer loyalty;
 Increase shareholder value;
 Motivate employees to become more productive;
 Improve the communication between employee and mangers and increase
cooperation;
 Increase loyalty and reduce staff turnover;
 Increase the company’s likelihood of survival;
Disadvantages of employee’s satisfaction are:
 Where the share price of the company’s shares does not increase and the employee
feels they have no control over the share price outcome, then it can affect morale and
retention;
 There are costs associated with establishment and administration;
 Share ownership, specifically option plans can be dilutive i.e. as more shares are
issued each share you own becomes a smaller percentage of the company;
Consequences of employee dissatisfaction:
 It may increase the rate of labor-turnover
 It may lead to poor job performance
 There may be an increase in complaints and grievances
 Conflicts in the workplace may increase
 It may give scope for strikes an lock-outs
 It may disturb stability

23. 23
CHAPTER-2
REVIEW OF LITERATURE

24. 24
REVIEW OF LITERATURE
 Cranny, smith $ stone (1992) defined ES as the combination of affective reaction to
the differential perception of what he /she wants to receive compared with he /she actually
receives . According to moyes, Shao & Newsome (2008) the employee satisfaction may be
describes as how pleased an employee is with his or her position of employment. As spector
(1997) defined job satisfaction as all the feelings that a given individual has about his /her
hob and its various aspects. Employee satisfaction is a comprehensive term that comprises
job satisfaction of employees and their satisfaction overall with companies polices ,
company environment etc.
 Rayan, Schmitt , and Johnson (1996) investigated similar relationship between
aggregated employee attitudes , firm productivity , and customer satisfaction sentiments ,
and turn from 142 branches of an auto finance company. Result indicated employee
morale was related to subsequent business performance indicators , customer satisfaction
sentiments , and turnover ratio . These research attempts lead to mostly inconclusive
findings. Interestingly , they did find evidence suggestive of customer satisfaction as a
causal influence on morale (a finding that is opposite of the directionality assumed by the
literature ).Although a tentative finding .
 Ryanet al. (1996) discussed several possible explanations for it. For instance, the customer
satisfaction index was monitored closely by unit managers and success or failure likely
translated into management practices that influenced employees job attitude . Moreover
the researchers speculated that the particular setting may be unusual in that customer
satisfaction might be inversely related to the amount of contact with the organization (e. g.
customers without problems with the processing of the processing of their payments are
likely to have less interaction with company representatives than customers with such
problems ).
 Ryan et al. s (1996) Research is that the data were all from one organization which limits the
generalizability of the findings. It a unique study conducted by harter et al. (2002), the
authors conducted a metaanalysis of studies previously conducted by the Gallup
organization. The study examined aggregated employee job satisfaction sentiments and
employee engagement, with the latter variable referring to individual s involvement with

25. 25
as well as enthusiasm for work . Based on 7,939 business units in 36 organization, the
researchers found positive and substantive correlation s between employee satisfaction
engagement and the business unit out comes of productivity , profit , employee turnover
,employee accidents and customer satisfaction . More importantly these researchers
founded the practical utility of the observed relationship. For example ,business units in the
top quartile on the employee engagement measure yielded 1to 4 percentage points higher
profitability . Similar findings were found for productivity. Specifically , business units in
the top quartile on employee engagement had , on average , from $80,ooo to $120,000
higher monthly revenue or sales . Based on these data , it seems clear that aggregated
measures of employee satisfaction and employee engagement are meaningfully related to
business outcomes at a magnitude that is important to many (if not all ) organization . In
the comparison to prior studies , the strength of Harter and his colleagues research is the
large number of participants(n=198,514), business units (n=7,939), and firms
(n=36)included , thereby providing a level of precision and statistical power rarely found
in scholarly (i.e , nonproprietary )research.
 According to Nancy C. Morse (1997) “satisfaction refers to the level of fulfillment of one’s
needs wants and desire. Satisfaction depends basically upon what an individual wants from
the world, and what he gets.” Employee satisfaction is a measure of how happy workers are
with their job and wording environment .It is sure that there may be many factors
affecting the organization effectiveness and one of them is the employ satisfaction .
Effective organization should have a culture that encourages the employee satisfaction.
 Potterfield,(1999). There is no limit for the employees to reach the full satisfaction and it
may vary from employee to employee. Sometimes they need to change their behaviors in
order to execute their duties more effectively to gain greater job satisfaction .
 Miller, (2006). Having good relationships with the colleagues , high salary m good working
condition , training and education opportunities , career development or any other benefits
may be related with the increasing of employee satisfaction ,,Employee satisfaction is the
terminology used to describe whether employees are happy , contended and fulfilling their
desires and need at work .Many measure support that employee satisfaction is a factor in
employee motivation. Employee goal achievement and positive employee morale in the
work place . Susan M . Health field (About .com).

26. 26
 Bhatti $ Qureshi , (2007) Employees are more loyal and productive when they are
satisfied Hunter $Tietyen , (1997), and these satisfied employees affect the customer
satisfaction and organization productivity .
 Ali Mohammad Mosadeghrad et.al., (2008) found that, variables such as employees age,
gender, work experience years, organizational position, type of employment and salaries
received, and benefits were seen as having significant effects on their employees
satisfaction.
 Nazrul et al.,(2009) attempts to evaluate job satisfaction of bank offices in Bangladesh. It
focuses on the relative importance of job satisfaction factors and their impact of bank type,
work experience, age, and sex differences on the attitudes towards job satisfaction. The result
shows that salary, efficiency in work, fringe supervision, and co-worker relation are the most
important factors contributing to job satisfaction. Private bank officers have higher levels of
job satisfaction than those from public sectors as they enjoy better facilities and supportive
work environment. Sex and age differences have relatively lower level of impact on it.
 Orisatoki and Oguntibeju (2010) in their study they found that there was no significant
difference in satisfaction between genders or between age groups. There was positive
correlation between job satisfaction with understanding the goals and objectives of the
management and sense of belonging. The was no significant correlation of employees
satisfaction with other
 Azash (2011)12 have tested the hypothesis of Herzberg’s two-factor theory. The results
found that job satisfaction is caused by both motivation and hygiene factor. The important
motivational factors perceived by public sector employees are achievement, advancement,
interpersonal relations, working conditions, policy, personal life, the perceived important
motivational factors by private sector bank employees are achievement, interpersonal
relation, supervision, policy.

27. 27
CHAPTER-3
RESEARCH
METHODOLOGY

28. 28
RESEARCH METHODOLOGY
Research is defined as a scientific and systematic search for pertinent information on a
specific topic. The function of marketing research is to provide information, which assist
marketer in recognizing and reacting to marketing opportunities and problems. In essence
mix managers to take the better decision.
Research methodology is a way to systematically solve the research problem. It has many
dimensions and methods which constitute a part of research methodology. When we talk of
research we not only talk of research methods but also consider the logic behind these
methods we use in the context of our research study. This we explain by using a particular
method or technique. The knowledge of research methodology provides good training to new
research worker and enables to do better research. The study of research methodology gives
the student the necessary training in gathering materials and arranging them, participation in
the field work and also training in the techniques for the collection of data to particular
problems. Research methodology helps in the use of questionnaires and controlled
experimentation and in recording evidence and interpreting it.
In this report description research method is considered which is to collect data from
extensive market surveys. Going directly to the market & asking customers and consumers
about their beliefs and attitudes about the company and it’s brand their experiences with the
company their interest in getting directly linked with the company. Asking for the
delightment if any they have received from the company or if they have any dissatisfaction
and misconception about the company and clearing their doubts henceforth. Hence this
method of direct interaction with the customer group & the success of this method depend up
on the accuracy of the information recorded by the surveyor.
OBJECTIVE OF THE STUDY
 To know about the satisfaction level of employees.
 To know about the reason for abseentism of employees.
 To know about the perception of employees regarding job.
 To know about the motivation technique used in the organization.

29. 29
SCOPE OF THE STUDY
This study emphasis in the following scope:
 To indentify the employees level of satisfaction upon that job.
 This study is helpful to that organization for conducting further research.
 It is helpful to identify the employer’s level of satisfaction towards welfare measure.
 This study is helpful to the organization for indentifying the area of dissatisfaction of job of
the employees.
 This study helps to make a managerial decision to the company.
RESEARCH DESIGN
The design which indicates the method of research i.e. method of information gathering
research instrument used.
TYPE OF STUDY:- Descriptive
DATA COLLECTION:-
The data collection is a long & comprehensive process and requires systematic collection of
data about some groups of people or object the quality of the data will greatly affect the
conclusion and hence utmost important must be given to this process and every possible
precaution should be taken while gathering the data and assembling the facts. Any research
employed is a mixture of primary and secondary data.
Primary Data Collection:-
The primary data was collected through both participative and non-participative methods the
technique instruments which were used are:
 Questionnaire
 Personal interview method is used so that consumers can talk about their problems
freely

30. 30
Secondary Data:
Secondary data is collected through website, books, magazines, journals etc.
Presentation of Data:
The data is of no use unless and until it is given in presentable form. This means the data
must be assigned to categories and then coded so that we can put into the computer. Then
data is converted in table and presented in the form of bar chart and pie chart for analysis.
Sampling Size:
We have taken the sample size 41 people for the research purpose
Limitations of the Study
The sample size chosen may not be enough to give true representation of the total population.
 The chance of personal prejudice and bias are possible at respondent level.
 The time period of study was only 6 weeks which may provide a deceptive picture in
comparison of the study based on long run.
 Due to their busy schedule sometimes employees were unable to give proper attention to me.

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CHAPTER-4
DATA ANALYSIS
AND
INTERPRETATION

32. 32
DATA ANALYSIS AND INTERPRETAION
Question No. 1
Are you satisfiedwith your working condition?
Table No. 1
Particulars No. of Employees Percentage (%)
Yes 37 90%
No 4 10%
Total 41 100%
Interpretation
As shown in the pie chart 90% of the total employees are satisfied with the working
condition and 10% of employees are not satisfied with working condition.
90%
10%
Yes
No

33. 33
Question No. 2
Up to what level your jobs satisfyyou?
Table No. 2
Options No. of Employees Percentage(%)
Up to your living 4 10%
Average 7 17%
More than average 25 61%
Fully satisfied 5 12%
TOTAL 41 100%
Interpretation
As shown in the pie chart 10% of employees are up to living, 17% of employees are in
average satisfaction and 61% of employees feel more than average satisfaction. But 12% of
employees are fully satisfied.
10%
17%
61%
12%
Percentage
Up to your living
Average
More than average
Fully Satisfied

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Question No. 3
What are the satisfactionparameters for you?
Table no.3
Satisfaction Parameters No. of Responded Percentage (%)
Salary 9 21%
Good working environment 6 15%
Development opportunities 21 52%
Motivation 5 12%
Total 41 100%
Interpretation
52% of employees says development opportunity is a satisfaction parameter 21% of
employees says salary, 15% of employees says good working environment and 12% of
employees says motivation.
21%
15%
52%
12%
Percentage
Salary
Good Woriking Environment
Development Opportunities
Motivation

35. 35
Question No. 4
Does motivation helps you increase your efficiency?
Table No. 4
Particulars No. of employees Percentage (%)
Yes 32 78%
No 9 22%
Total 41 100%
Interpretation
78% of the employees feel that motivation increase job satisfaction among them and 22%
doesn’t feel so.
78%
22%
Percentage
Yes
No

36. 36
Question No. 5
Do you think promotion decisionare basedon the suitability of the
employer ?
Table No. 5
Particulars No. of Employees Percentage (%)
Yes 36 88%
No 5 12%
Total 41 100%
Interpretation
It is clear from above the 88% promotion decision are based on the suitability of the
employer and 12% are not with this statement.
88%
12%
Percentage
Yes
No

37. 37
Question No.6
What are careeropportunities for you in the organization?
Table No.6
Option No. Respondent Percentage (%)
Promotion 9 22%
Salary 18 44%
Transfer 14 34%
TOTAL 41 100%
Interpretation
44% of employees says salary is a career opportunity and 34% of employees says transfer
and rest of 22% of employees says promotion.
22%
44%
34%
Percentage
Promotion
Salary
Transfer

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Question No. 7
Does Managementwelcome your suggestion?
Table No. 7
Decision Making No. respondent Percentage (%)
Frequently 3 8%
Sometimes 27 65%
Never 4 10%
Always 7 17%
Total 41 100%
Interpretation
Majority of employees feel that management welcomes the decision making of employees
8%
65%
10%
17%
Percentage
Frequently
Sometimes
Never
Always

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Question No. 8
Are you satisfiedwith the job security in the organization?
Table No.8
Option No. respondent Percentage (%)
Yes 41 96%
No 2 4%
Total 43 100%
Interpretation
Only 4% of employees feel that they are not benefited by organization job security rest of the
96% employees are agree with this statement.
4%
96%
Percentage
Yes
No

40. 40
Question No. 9
What is your opinion regarding nature of job in the organization?
Table No.9
Factors No. of employees Percentage (%)
Tough 2 5%
Good 19 46%
Average 16 39%
Easy 4 10%
TOTAL 41 100%
Interpretation
It is clear that 51% of the employees says that work content is good, 40% says average and
10% says their working content is easy.
5%
46%39%
10%
Percentage
Tough
Good
Average
Easy

41. 41
Question No. 10
What is the reasonof abseentismin the organization?
Table No. 10
FACTORS No. of employees Percentage (%)
Personal problems 29 72%
Working condition 5 10%
Job content 2 5%
Tough supervision 3 8%
Other factors 2 5%
Total 41 100%
Interpretation
72% of employees says personal problem is a reason for abseentism in the organization, 10%
says working condition 5% says job content 8% says tough supervision .
36%
18%
28%
18%
Percentage
Working Condition
Job Content
Tough Supervision
Others Factors

42. 42
CHAPTER-5
FINDINGS
AND
SUGGESTIONS

43. 43
FINDINGS
 90% of the employees are satisfied with working condition and only 10% are not
satisfied with it.
 Majority of the employees are satisfied with the job
 52% of employees says development opportunity is a satisfaction parameter 21% of
employees says salary, 15% of employees says good working environment and 12%
of employees says motivation.
 78% of the employees think that motivation helps in the increasing efficiency and
22% of the employees are not agree with this statement.
 88% promotions decisions are based on the suitability of the open promote rather than
favoritism and 12% are not agree with this statement.
 44% of employees says salary is a career opportunity and 34% of employees says
transfer and rest of 22% of employees says promotion.
 Majority of employees feel that management welcomes the decision making of
employees
 Only 4% of employees feel that they are not benefited by organization job security
rest of the 96% employees are agree with this statement.
 51% of the employees are of opinion that work content is good, 40% is average and
10% says their working content is easy and employees want more improvement in the
working condition, pension plans, wages which should be increase.
 72% of employees says personal problem is a reason for abseentism in the
organization, 10% says working condition 5% says job content 8% says tough
supervision

44. 44
SUGGESTIONS
 To develop the skill and knowledge morale of the employees more development
programs should be conducted.
 Managers should provide proper working condition to the employees
 Burden of work should be reduced
 Work linked wages should be increased.
 Hygiene conditions should be created.
 More training should be opened and each employee should be sent for training at
equal interval of time.
 Employees should be given freedom of expression and participation in the decisions
making.
 Employees must feel respected by their managers and colleagues
 Managers should maintain an open door policy and encourage staff to approach them
to ask questions and share ideas
 It is also important to give them some visibility on their career development options

45. 45
CHAPTER-6
CONCLUSION

46. 46
CONCLUSION
This study finds that the overall job satisfaction of Everest Bank Ltd. Employees is at the
positive level showing an average overall job satisfaction. However, the job satisfaction of
Everest Bank Ltd. employees is significantly depends upon salary, efficiency in work, fringe
benefits, and supervision quality and co-worker relations. It is also identified from this study
that the work experience is the second important factor affecting job satisfaction of this
company. Sex and age found less important factor toward job satisfaction.

47. 47
CHAPTER-7
BIBLIOGRAPHY

48. 48
BIBLIOGRAPHY
Books Referred:
 Kohli, A.S. job satisfaction (Oxford Publications) 2008
 Bourne Mike (2002), the success job satisfaction initiatives of participating managers.
Websites Referred:
 www.google.com
 www.wikipedia.com
 www.strategicmanagementinsight.com
 www.yahoo.com

49. 49
ANNEXURE

50. 50
QUESTIONNAIRE
1. Are you satisfied with your working condition?
( ) Yes ( ) No
2. Up to what level your job satisfy you?
( )Up to your living ( ) Average
( ) More than average ( ) fully satisfied
3. What are the satisfaction parameters for you?
( ) Salary ( )Good working environment
( )Development opportunities ( ) Motivation
4. Does Motivation help you increase your efficiency?
( )Yes ( )No
5. Motivation technique is used in your organization?
( )Yes ( )No
6. What are the career opportunities?
( )Promotion ( )Salary ( )Transfer
7. Does management welcome your suggestion?
( )Frequently ( )Sometimes
( )Never ( )Always
8. Do you feel secure about your job?
( )Yes ( )No

51. 51
9. What is your opinion about the nature of work?
( )Tough ( )Good
( )Average ( )Easy
10. What is the reason for absenteeism?
( )Personal problems ( )Job content
( )Working condition ( )Tough
( )Supervision ( )Others factors
11. Do you think Motivation technique is used in your organization?
…………………………………………………………………………………………………
…………………………………………..
12. What kind of improvement do you want?
…………………………………………………………………………………………………
……………