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A STUDY ON EMPLOYEE SATISFACTION OF THE BANKS

Article · April 2014

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 A STUDY ON EMPLOYEE SATISFACTION OF THE
BANKS
Ms P.Malarvizhi 1
Dr.K.Amutha 2
ABSTRACT
Employee satisfaction describes if an employee is pleased with their job and the employer.
Some of the factors that contribute to employee satisfaction include empowerment of the
employee, good salary, good benefits and recognizing good performance. Employee
satisfaction is a measure of how happy workers are with their jobs and working
environment. Keeping morale high can be of tremendous benefit to any company, as happy
workers are more likely to produce more, take fewer days off, and stay loyal to the
company. The aim of this research is primarily to examine the roles of A Study on Employee
satisfaction of the banks. In a service industry like banking the quality of Employee
satisfaction holds great significance.
The paper on “A STUDY ON EMPLOYEE SATISFACTION OF THE BANKS” The paper
aims to explore the perception of the employee satisfaction in banking sector and finding
out the socio-economic profile of the employee. It also aims to find out the opinion about
the customer satisfaction of the bank and to measure the level of employee attitude towards
the bank. Finally the paper aims to find out the possible suggestion to the employee
satisfaction of the banks.

KEY WORDS: Employee satisfaction, employee attitude, banking service, customer

satisfaction

INTRODUCTION
Job satisfaction is how content an individual is with his or her job. Scholars and human resource
professionals generally make a distinction between affective job satisfaction and cognitive job
satisfaction. Affective job satisfaction is the extent of pleasurable emotional feelings individuals have
about their jobs overall, and is different to cognitive job satisfaction which is the extent of
individuals’ satisfaction with particular facets of their jobs, such as pay, pension arrangements,
working hours, and numerous other aspects of their jobs.
At its most general level of conceptualization, job satisfaction is simply how content an individual is
with his or her job. At the more specific levels of conceptualization used by academic researchers
and human resources professionals, job satisfaction has varying definitions. Affective job satisfaction
is usually defined as an one-dimensional subjective construct representing an overall emotional
feeling individuals have about their job as a whole. Hence, affective job satisfaction for individuals
reflects the degree of pleasure or happiness their job in general induces. Cognitive job satisfaction is
usually defined as being a more objective and logical evaluation of various facets of a job. As such,
cognitive job satisfaction can be one-dimensional if it comprises evaluation of just one aspect of a
job, such as pay or maternity leave, or multidimensional if two or more facets of a job are
simultaneously evaluated. Cognitive job satisfaction does not assess the degree of pleasure or
happiness that arises from specific job facets, but rather gauges the extent to which those job facets

1
PhD Research Scholar, Ajitha Rice Mill, Vengatachalapuram, T.Kallipatty(P.O), Periyakulam(T.K), Theni(D.T), Tamil Nadu 625 605
2
Assistance Professor Government Arts College for Women’s Nilakottai-624 208
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are judged by the job holder to be satisfactory in comparison with objectives they themselves set or
with other jobs. While cognitive job satisfaction might help to bring about affective job satisfaction,
the two constructs are distinct, not necessarily directly related, and have different antecedents and
consequences.
REVIEW OF LITERATURE
Job satisfaction is defined as all the feelings that an individual has about his/her job. Researchers have attempted to identify
the various components of job satisfaction, measure the relative importance of each component of job satisfaction and
examine what effects these components have on workers’ productivity.
Maslow (1954) suggested that human needs form a five-level hierarchy ranging from physiological needs, safety,
belongingness and love, esteem to self-actuali-zation. Based on Maslow’s theory, job satisfaction has been approached
by some researchers from the perspective of need fulfillment (Kuhlen, 1963; Worf, 1970; Conrad et al., 1985). Herzberg
et al. (1959) formulated the two-factor theory of job satisfaction and postulated that satisfaction and dissatisfaction were
two separate, and sometimes even unrelated phenomena. Intrinsic factors named ‘motiva-tors’ (that is, factors intrinsic to
the nature and experience of doing work) were found to be job ‘satisfiers’ and included achievement, recognition, work
itself and responsibility. Extrinsic factors which they named ‘hygiene’ factors were found to be job ‘dissatisfiers’ and
included company policy, administration, supervision, salary, interpersonal relations and working conditions. Herzberg
and Mausner’s Motivation-Hygiene theory has dominated the study of the nature of job satisfaction, and formed a basis
for the development of job satisfaction assessment (Table 1). Thus job satisfaction is the affective orientation that an
employee has towards his or her work (Price, 2001). It can be considered as a global feeling about the job or as a related
constellation of attitudes about various aspects or facets of the job. The global approach is used when the overall attitude
is of interest while the facet approach is used to explore which parts of the job produce satisfaction or dissatisfaction.
Kennerly (1989) investigated the relationship among administrative leadership behaviors, organizational characteristics,
and faculty job satisfaction in baccalaureate nursing programs of private liberal art colleges. The existence of
organizational behaviors such as mutual trust, respect, certain warmth, and rapport between the dean/chair and the faculty
member was a predictive factor in the development of nurse faculty job satisfaction. Billingsley and Cross (1992)
studied 956 general and special educators in Virginia investigated commitment to teaching, intent to stay in teaching, and
job satisfaction. Findings of this study revealed greater leadership sup-port, work involvement, and lower levels of role
conflict and stress-influenced job satisfaction for both groups studied. Moody (1996)
OBJECTIVE OF THE STUDY
[1] To find out the socio- economic profile of the employee
[2] To find out the opinion about the customer satisfaction of the bank
[3] To find out the level of employee attitude towards the bank
METHODOLOGY
This type of research being descriptive in nature, questionnaire method of data collection was
followed primary method of data collection from different category of employees are collected
various aspects. Around 50 samples are selected in a systematic manner.
RESEARCH DESIGN
This study is applicable to the Employee satisfaction of the banks located at rural and semi urban
areas. The researcher proposes directly visit to the banks and collected the necessary data with the
help of pre-tested interview schedule. As the numbers of employees are large, the researcher decided
to adopt convenient sampling for collecting information from 50 employees as sample respondents
of bank. The required data are collected from the respondents by the studying in the bank during the
banking hours.
TOOLS FOR DATA ANALYSIS
The study used following financial tools for analysis
 Percentage analysis
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  Chi square analysis

FINDINGS
Table -1 Demographic Factor of the Respondents
S.NO VARIABLE MAJORITY CATEGORY PERCENTAGE
1 Age 35(35-40) 70
2 Gender 30(male) 60
3 Marital status 32(married) 64
4 Educational qualification 35(UG) 70
5 Designation 40(supervisor) 80
6 Years of experience 40(5-10yrs) 80
7 Monthly income 30(30000-40000) 60
8 Previous experience 33(yes) 66
9 Types of family 37(nuclear family) 74
10 No of dependent 40(Below 3 ) 80
The above table shows that the majority of the employees are in the age group of 35-40,(70%) mostly
(64%) married male (60%). They are with a monthly income of 30000-40000/. (60%), and most of
their designations are supervisor (80%). Most of the employees are experience in the group of 5-
10yrs (80%). Most of the 37 employees are (80%) dependent nuclear family (74%).
Table -2 OPINIONS ABOUT THE CUSTOMER SATISFACTION OF THE BANKS
S.NO VARIABLE MAJORITY PERCENTA
CATEGORY GE
1 The bank staff known who are our customers and how many 36/50 (YES) 72
they are
2 The bank staff listen attentively to all our customers 30/50 (YES) 60
3 The bank staff regularly make up inventory of all the needs and 35/50 (YES) 70
expectations of our customer
4 The bank staff make recommendations to customers about the 30/50 (NO) 60
products and service that best suit their needs
5 The bank regularly organize meeting with customers group to 34/50 (NO) 68
learn about their needs, wants and ideas
6 The bank staff known the value of customers 45/50 (YES) 90
The above table shows that 72% of the respondents are aware of customers out of this 72%, 60% say
that their bank staff listens attentively to all our customers. 70% of respondents say that their bank
staff regularly make up inventory of all the needs and expectations of our customer and 60% not
aware of bank staff make recommendations to customers about the products and service that best suit
their needs, followed by 68% not aware of the bank regularly organize meeting with customers group
to learn about their needs, wands and ideas. 90% of the respondents aware of that bank staff known
the value of customers.
TABLE- 3 THE LEVELOF EMPLOYEE ATTITUDE TOWARDS THE BANK
S.NO VARIABLE MAJORITY PERCENTAGE
CATEGORY
1 Working timing 36/50 (A)** 72
2 Processing Time 30/50 (S.D)**** 60
3 Fixed Deposit Schemes 35/50 (S.A)* 70
4 Loans and Advances 30/50 (A)** 60
5 Interest Rate 34/50 (S.A)* 68
6 Security and Legal Formalities 45/50 (S.A)* 90
7 Loan Processing 27/50 (A)** 54
8 Loan Repayment 30/50 (S.A) * 60
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 9 ATM Service 31/50 (A)* 62
10 Safety Locker Service 30/50 (S.A)* 60
11 Employee Behaviour 38/50 (A)** 76
12 Physical Facilities 44/50(A)** 88
The above table shows that 72% of the respondents are Agree working timing out of this 72%, 60%
Strongly disagree that their processing time. 70% of respondents strongly agree to the fact that fixed
deposit schemes and 60% agree that it loans and advances, followed by 68% strongly agree to the
fact that interest rates are affordable of the banks. 90% of the respondents strongly agree that Security
and legal formalities and 54% of the respondents agree that loan processing time. The majority of
the respondents i.e 60%,62%,60%,76%,88% of the respondents strongly agree and agree that loan
repayment period is convenient, charges of ATM are reasonable, safety locker service provided by
the bank, employee behaviour is good and physical facilities is convenient .
*S.A - Strongly Agree
**A - Agree
***N - Neutral
****S.D - Strongly Disagree
*****D - Disagree
Table- 4 Chi-Square test
Variables P Value Significance
Age of the Respondents with the opinion that Working timing 81.259 .002
Age of the Respondents with the opinion that Processing Time 1.386E2 .001
Age of the Respondents with the opinion that Fixed Deposit Schemes 1.282E2 .003
Age of the Respondents with the opinion that Loans and Advances 1.045E2 .002
Age of the Respondents with the opinion that Interest Rate 68.667 .001
Age of the Respondents with the opinion that Security and Legal Formalities 84.133 .004
Age of the Respondents with the opinion that Loan Processing 1.378E2 .003
Age of the Respondents with the opinion that Loan Repayment 1.003E2 .002
Age of the Respondents with the opinion that ATM Service 1.178E2 .001
Age of the Respondents with the opinion that Safety Locker Service 1.085E2 .004
Age of the Respondents with the opinion that Employee Behaviour 77.033 .003
Age of the Respondents with the opinion that Physical Facilities 59.762 .001
Educational Qualification of the Respondents with the opinion that Working 1.306E2 .004
timing
Educational Qualification of the Respondents with the opinion that Processing 1.062E2 .002
Time
Educational Qualification of the Respondents with the opinion that Fixed 1.222E2 .003
Deposit Schemes
Educational Qualification of the Respondents with the opinion that Loans and 1.000E2 .002
Advances
Educational Qualification of the Respondents with the opinion that Interest Rate 1.062E2 .004
Educational Qualification of the Respondents with the opinion that Security and 1.185E2 .003
Legal Formalities
Educational Qualification of the Respondents with the opinion that Loan 89.583 .002
Processing
Educational Qualification of the Respondents with the opinion that Loan 1.060E2 .001
Repayment
Educational Qualification of the Respondents with the opinion that ATM Service 1.460E2 .004
Educational Qualification of the Respondents with the opinion that Safety 93.157 .002
Locker Service

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 Educational Qualification of the Respondents with the opinion that Employee 73.904 .004
Behaviour
Educational Qualification of the Respondents with the opinion that Physical 1.043E2 .001
Facilities
Experience of the Respondents with the opinion that Working timing 83.764 .003
Experience of the Respondents with the opinion that Processing Time 1.143E2 .002
Experience of the Respondents with the opinion that Fixed Deposit Schemes 50.000 .004
Experience of the Respondents with the opinion that Loans and Advances 1.105E2 .001
Experience of the Respondents with the opinion that Interest Rate 84.531 .002
Experience of the Respondents with the opinion that Security and Legal 97.429 .001
Formalities
Experience of the Respondents with the opinion that Loan Processing 92.245 .002
Experience of the Respondents with the opinion that Loan Repayment 1.000E2 .003
Experience of the Respondents with the opinion that ATM Service 47.234 .002
Experience of the Respondents with the opinion that Safety Locker Service 1.045E2 .002
Experience of the Respondents with the opinion that Employee Behaviour 68.667 .001
Experience of the Respondents with the opinion that Physical Facilities 84.133 .004
From the above table it is found that Education, Age and experience are found to be significant with
respect to employee satisfaction.
CONCLUSION
The study clearly shows that the Employee satisfaction of the bank describes if an employee is
pleased with their job and the employer. Some of the factors that contribute to employee satisfaction
include empowerment of the employee, good salary, good benefits and recognizing good
performance. Employee satisfaction is a measure of how happy workers are with their jobs and
working environment. Keeping morale high can be of tremendous benefit to any company, as happy
workers are more likely to produce more, take fewer days off, and stay loyal to the company. There
are many factors involved in improving or maintaining high satisfaction rates, which wise employers
would do well to implement.
REFERENCES
[1] Bernardi, N. Kowaltowski, D.C.(2006). Environmental comfort in school buildings: A case study
of awareness and participation of users. Environment and behavior, 38(2), 155-172.
[2] Bolton, L., (1991). Are you sitting comfortably? Accountancy, 108(1179), 123.
[3] Chigot, P. (2005). Effects of sound in offices: subjective experience vs. objective assessment.
Facilities, 23(3/4).152-63.
[4] Edwards, L., Torcellini, P. (2002:A literature review of the effects of natural light on building
occupants. National Renewable Energy Laboratory: Colorado.
[5] Karasek, R., Heorell, T. (1990).Health work stress: productivity and the reconstruction of working
life. Basic Books Inc, New York.
[6] Leaman, A., B. Bordass, (1999). Productivity in buildings: the 'killer' Variables. Building Research
& Information, 27(1), 4- 19.
[7] Lu, L. (1999). Work motivation, job stress and employees' well-being. Journal of Applied
Management Studies, 8, 61-72.

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