Human Resourse Management Project - Employee Satisfaction in Professional Couriers, Coimbatore

SUKUMAR M.Com., M.
Phil
Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil
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ACKNOWLEDGEMENT
I am deeply indebted to thank my faculty guide,
Prof. Mrs. N.MEENAKSHI SUNDARESWARI, M.Com., M.Phil., Lecturer in Commerce,

Government Arts College,(Autonomous) Coimbatore for her valuable suggestions. Her guidance and
co-operation throughout the project was incomparable.
I am also delighted to record my sincere thanks to other members of the faculty of Commerce,
Government Arts College (Autonomous), Coimbatore for their valuable suggestions rendered on the
subject during the study.
Last but not least, I would like to thank my most affectionate and Beloved Parents and friends
without whose blessings and encouragement this project work would not have been completed.
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CONTENTS
ACKNOWLEDGEMENT
CERTIFICATE
LIST OF TABLES
CHAPTE PAGE
PARTICULARS
R NO. NO.
I INTRODUCTION ABOUT STUDY 1
II REVIEW OF LITERATURE 17
III HISTORY OF THE PROFESSIONAL COURIER 25
IV ANALYSIS AND INTERPRETATIONS 31
V FINDINGS ,SUGGESTIONS, AND CONCLUSIONS 60
BIBLIOGRAPHY
ANNEXURE
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LIST OF TABLES
Table.
TITLE PAGE NO.
No
PERCENTAGE ANALYSIS
1. AGE WISE CLASSIFICATION OF THE

33
RESPONDENTS
GENDER WISE CLASSIFICATION OF THE

2. 34
RESPONDENTS
COMPOSITION OF RESPONDENTS ON THE BASIS

3. 35
OF EDUCATIONAL QUALIFICATION
MARITAL STATUS WISE CLASSIFICATION OF

4. 36
THE RESPONDENTS
FAMILY SIZE WISE CLASSIFICATION OF THE

5. 37
RESPONDENTS
COMPOSITION OF THE RESPONDENTS ON THE

6. 38
BASIS OF EXPERIENCE

7. 39
BASIS OF MONTHLY SALARY

8. 40
BASIS OF RESPONDENTS COME FROM
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TWO-WAY TABLE AND CHI-SQUIRE TEST
TABLE TITLE PAGE NO.

NO
9. RELATIONSHIP BETWEEN AGE AND LEVEL OF
SATISFACTION
TWO-WAY TABLE 41
CHI-SQUARE TEST 49
CORRELATION 57
10. RELATIONSHIP BETWEEN GENDER AND LEVEL OF
SATISFACTION
TWO-WAY TABLE 42
CHI-SQUARE TEST 50
11. RELATIONSHIP BETWEEN EDUCATIONAL
QUALIFICATION AND LEVEL OF SATISFACTION
TWO-WAY TABLE 43
CHI-SQUARE TEST 51
12. RELATIONSHIP BETWEEN MARITAL STATUS AND LEVEL
OF SATISFACTION
TWO-WAY TABLE 44
CHI-SQUARE TEST 52
13 RELATIONSHIP BETWEEN FAMILY SIZE AND LEVEL OF
SATISFACTION
TWO-WAY TABLE 45
CHI-SQUARE TEST 53
CORRELATION 59
RELATIONSHIP BETWEEN EXPERIENCE AND LEVEL OF
14 SATISFACTION
TWO-WAY TABLE 46
CHI-SQUARE TEST 54
CORRELATION 58
RELATIONSHIP BETWEEN MONTHLY SALARY AND
15 LEVEL OF SATISFACTION
TWO-WAY TABLE 47
CHI-SQUARE TEST 55
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CHAPTER I
INTRODUCTION ABOUT THE STUDY
1. INTRODUCTION
Job satisfaction refers to a person’s 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. Job satisfaction does mean absence of motivation at work. Research workers
differently described the factors contributing to job satisfaction and job dissatisfaction.
Hoppock describes job satisfaction as, “Any combination of psychological,

physiological and environmental circumstances that cause any person truthfully to say I
am satisfied with my job”.
The term “job satisfaction” refers to an employee’s general attitudes toward his job.
Locke defines job satisfaction as a “Pleasurable or positive emotional state resulting from
the appraisal of one’s job or job experience”, to the extent that person’s job fulfill his
dominant need and is consistent with his expectations and values. The job will be satisfying
there are three major theories of job satisfaction viz.,
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1. Herzberg’s Motivation-Hygiene Theory.
2. Need Fulfillment Theory.
3. 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:
· The work itself: The extent to which the job provides the individual with the interesting
task, opportunities for learning and the chance of accept responsibility.
· Pay: The amount of financial remuneration that is received and the degree to which this
is viewed as equitable vis-avis that of others in the organization.
· Promotion opportunities: The chance for advancement in the hierarchy.
· Supervision: The ability is on the supervision to provide technical assistance and

behavioral support.
· Co-workers: The degree to which follow workers are technically proficient and socially
supportive.
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
employee’s 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.
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1.2.DETERMINANTS OF JOB SATISFACTION
According to Abraham A. Korman, there are two types of variables which determine the
job satisfaction of an individual. These are:
1. Organizational variables, and
2. Personal variables.
ORGANIZATIONAL VARIABLES
1. Occupational Level
The higher the level of the job the greater the satisfaction of the individuals. This is
because of higher levels of job carry greater prestige and self control.
2. Job Content
Greater the variation in job content and the less the repetitiveness with which the tasks
must be performed, the greater the satisfaction of the individuals involved.
3. Considerate Leadership
People like to be treated with consideration. Hence considerate leadership results in

higher job satisfaction than inconsiderate leadership.
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4. Pay And Promotional Opportunities
All other things being equal these two variables are positively related to job
satisfaction. An explanation for this finding lies in both theories discussed above.
5. Interaction In The Workgroup
Here the question is, when is interaction in the workgroup a source of job satisfaction
and when it is not? Interaction is must satisfying, when
1. It results are being accepted by others.
2. It facilitates the achievement of goals.
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.,
1. Age
Most of the evidence on the relation between age and job satisfaction, holding such factors as
occupational level constants, seems to indicate that there is generally a positive relationship
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between the two variables up to the pre-retirement years and then there is a sharp decrease in
satisfaction.
2. Educational Levels
With occupational level held constant there is a negative relationship 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.
3. Role Perception
The different individuals holder different perceptions about their role i.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.
4. Sex
There is yet no confident evidence as to whether women are more satisfied with that their 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.
DETERMINATION OF JOB SATISFACTION AS FOLLOWS
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· General working conditions
· Union-Management Relations
· General Quality of supervisors
· Type of work
· Co-workers
· Ease to communicating to work
· Advancement opportunities
· Security
· Supervision
· Company prestige
· Working hours
· Recognition
· Autonomy
· Fair evaluation of work done
· Job status
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Effect of Job Satisfaction
Job satisfaction has a variety of effects. These effects may be seen in the context of an
individual’s physical and mental health, productivity, absenteeism, and turnover.
Physical and Mental Health:
The degree of job satisfaction affects an individual’s physical 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 and productivity:
1. A happy worker is a productive worker,
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2. A happy worker is not necessarily a productive worker.
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.
The another view: That is a satisfied worker is not necessarily a productive worker explains
the relationship between job satisfaction and productivity. Various research studies also
support 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.
1. 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.
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
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these factors does not hep to increase productivity though these factors increase job
satisfaction.
2. 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 management’s 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 dis-satisfied worker leads to
lower productivity.
Absenteeism:
Absenteeism refers to the frequency of absence of job holder from the workplace 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.
Employee turnover:
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Turnover of employees is the rate at which employees leave the organization 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.
1.3. SCOPE OF STUDY
The scope of 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.
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1.4. OBJECTIVES OF STUDY
The following are the objectives of the present study.
· To determine the level of satisfaction of the respondents regarding their job.
· To study and understand the job satisfaction among the employees of The
Professional Couriers.
· To study the various factors which influencing job satisfaction.
· To study the relationship between the personal factors of the employee (Income,
Designation, Educational qualification, Gender, etc.,)
· To offer suggestions to the courier to improve their employee’s satisfactory level.
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1.5. RESEARCH METHODOLOGY
The methodology this study consists of both primary and secondary data. These dates
collected from the respondents were through questionnaires. The primary data were collected
from the respondents; the secondary data were collected from the books.
SAMPLE SIZE
All the items consideration in any field of inquiry constitutes a universe of population. In
this research only a few items can be selected form the population for our study purpose. The
items selected constitute what is technically called a sample. Here out sample size is 100
employees from the total population in the delivery peoples. The samples are selected on the
basis of convenient.
QUESTIONNAIRE SCHEDULE
Questions are framed in such a way that the answers reflect the ideas and thoughts of the
respondents with regard to level of satisfaction of various factors of job satisfaction.
The following scaling techniques have been used for each question in the interviews schedule.
1. A = Agree
2. DA = Dis Agree
3. UD = Undecided
4. SA = Strongly agree
5. SDA = Strongly Dis agree
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TOOLS OF ANALYSIS
Simple percentage analysis:
Here the simple percentage analysis is used for calculating the percentage of satisfaction
level in the total respondents.
Two-way analysis:
The score secured by the respondents who falls between the score as up to 50 indicates
less satisfaction of the respondents, from 51 – 70 are got average satisfaction and 71 – 90
respondents are highly satisfaction.
Correlation:
Correlation is the method for measuring the magnitude of linear relationship between the
two variables. It is most widely used method in practice and it is known as Karl Pearson’s
coefficient of correlation. It is denoted by ‘r’.
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Chi-square test:
Chi-square test is applied to test the goodness of fit, to verify the distribution of observed
data with assumed theoretical distribution. Therefore it is a measure to study the divergence of
actual and expected frequencies; Karl Pearson’s has developed a method to test the difference
between the theoretical (hypothesis) & the observed value.
Chi – square test (X2) = (O – E)2 / E
Degrees Of Freedom = V = (R – 1) (C -1)
Were,
‘O’ = Observed Frequency
‘E’ = Expected Frequency
‘R’ = Number of Rows
‘C’ = Number of Columns
For all the chi-square test the table value has taken @ 5% level of significance.
AREAS OF STUDY
The area of the study is THE PROFESSIONAL COURIERS, Head Office,

Coimbatore.
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1.6. LIMITATIONS OF STUDY
· The research was conducted within a limited duration. So a detailed and comprehensive
study could not be made.
· The sample was confined to 150 respondents. So this study cannot be regarded as “full –
proof” one.
· Some respondents hesitated to give the actual situation; they feared that management
would take any action against them.
· There was a fear of reprisal among the employees to reveal their personal feelings and the
result may not reflect the actual satisfactions.
· The research was conducted within pickup and delivery staffs only. So it is not reflect the
other official employee’s job satisfaction.
· The findings and conclusions are based on knowledge and experience of the respondents
sometime may subject to bias.
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CHAPTER SCHEME
Chapter – I
It gives a brief introduction about the study and scope, objective, methodology and
limitations of the study.
Chapter – II
It deals with the review of literature.
Chapter – III
It covers the history of The Professional Courier.
Chapter – IV
It deals with the analysis and interpretations of the collected data.
Chapter – V
It covers the various findings and suggestions of the study along with the conclusion.
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CHAPTER II
REVIEW OF LITERATURE
Job satisfaction represents the constellations of person’s attitude towards or about

the job. In general, job satisfaction 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.
The study of job satisfaction is a relatively recent phenomenon. It can perhaps be

said to have begun in earnest with the famous Hawthorne studies conducted by Elton
Mayo at the western Electronic Company in 1920s during the course of investigations.
However they become convinced that factors of a social nature were affecting satisfaction
with the job and productivity. Since the Hawthorne studies there has been an enormous
output of work on the nature, causes and correlates of job satisfaction. The traditional
model of job satisfaction is that it consists of the total body of feelings that an individual
has about his job.
This total body of feelings involves, in effect, weighting up the sum total of
influences of the job, the nature of job itself, the pay, the promotion. The promotion
prospects, the nature of supervision and so on. Where the sum total of influences gives
rise to feelings of satisfactions the individual is job satisfied. Where in total they give rise
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to feelings of job dissatisfaction the individual is job dissatisfied. Improving any one of
these influences will lead in the direction of job satisfaction, making less satisfactory any
one of the influences will lead in the direction of the job dissatisfaction. However, what
makes a job satisfying does not depends only on the nature of the job, but on the job
expectations that individuals have of what their job should provide.
Expectancy theory points to the importance of the individual’s expectations of his

job in determining job satisfaction. For individuals who have expectations that their job
should give them opportunities for pay, challenge, a failure of the job to meet this
expectation will lead to dissatisfaction compared to a situation where no such expectation
is involved. What expect expectation of individuals will have of a job may vary. For a
large number of reasons, some deriving from social others from individual causes.
These proposing an expectancy theory usually regarded over all job satisfaction as a
function of satisfaction with various elements of the job. Another theory that has
dominated the study of the nature of job satisfaction is Herzberg’s famous “Two factory
Theory’s of job satisfaction. In this he claims that the factors which cause job satisfaction
are separate and distinct from the factors which job dissatisfaction.
The factors causing job satisfaction, which level factors such as their relating to
satisfaction with the job itself. The factors which cause job dissatisfaction called hygiene
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factors are more concerned with conditions of work such as pay and supervision. At no
time does Herzberg argue a job satisfactory, except may be for a short run.
Philip apple while has listed five major components of job satisfaction as,
1. Attitude towards work group.

2. General workings conditions.
3. Attitude towards company.
4. Monetary benefits and
5. Attitude towards supervision
Other components that should be added to these five are the individual’s state of
mind about the work itself and about life in general. The individual’s health, age, level of
aspiration, social status and political and social activities can all contribute to job
satisfaction. A person attitude toward the job may be positive or negative.
Job satisfaction is not synonymous with organizational morale, which is the

possession of felling of being accepted by and belonging to a group of employees through
adherence to common goals and confidence in desirability of these goals. Morale is the
byproduct of a group, while job satisfaction is more of an individual stage of mind.
However the two concepts are interrelated in that job satisfaction can contribute to morale
and morale can contribute to job satisfaction. For many years managers generally have
believed that a satisfied worker is necessarily a good worker.
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In other works if management could keep all the employees “HAPPY”, good
performance would automatically follow. Charles Greene has suggested that many
managers subscribe to this be life because it represent “the path of least residence”.
Greene’s thesis is that if a performance problem exists, increasing an employee’s

happiness is for more pleasant than discussing with the worker his or her failure to meet
standards. Although happiness eventually results from satisfaction, this feeling goes much
deeper and is far less tenuous than happiness. Recent research evidence generally rejects
the more popular view that satisfaction causes performance. The evidence does, however,
provide moderate support for the view that job effort causes satisfaction. The evidence
also strongly indicates that rewards constitute a more direct cause of satisfaction that
performance does and that rewards based on current effort causes subsequent
performance.
Research also indicates that a high level of job satisfaction does have a positive
impact is reducing turnover, absenteeism, tardiness accidents, grievances and strikes. In
addition, recruitment efforts by current employees generally are more successful if these
employees are well satisfied. Satisfied employees are preferred simply because they affect
the work environment positively. Thus even through a well satisfied employee is not
necessarily an outstanding performer; there are numerous reasons for taking steps to
encourage employee satisfaction.
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A high level of satisfaction leads to organizational commitment while a low level or

dissatisfaction results in behaviours detrimental to the organization. It must be
remembered that satisfaction and motivation are not synonymous. Motivation is a drive to
perform, whereas satisfaction reflects situation. The factors that determine whether an
individual is adequately satisfied with the job differ from those that determine whether he
or she is motivated. The level of satisfaction is largely determined by the comforts offered
by the environment and situation.
Motivation on the other hand, is largely determined by the value of rewards and
their contingency on performance. Motivation results is added effort that is turn leads to
increased performance if the individual has the ability and result of high satisfaction is
increased commitment to the organized which may or may not result is better
performance.
The increased commitment normally will lessen the number of personnel related
problems, Such as strikes, excessive absenteeism, tardiness and turnover.
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A study on job satisfaction among workers in chemical unit (M/S. Shri Veeco chems
corporation, Cbe) Done by Mr. C.M. RAVIKUMAR (MBA project) in the year 1985.
The techniques used by the Researcher for analyzing the data were personal
interview. The Researcher interviewed sixty workers on the basis of sex, age,
educational qualification, experience, monthly income, marital status and
family income.
The tools adopted by the Researcher were percentage method of tabulation to

find job satisfaction.
A study on job satisfaction among bank officers in State Bank of India, Jabalpur
done by Mr.S. NAREND in his MBA project, in the year 1990.
The techniques used by the Researcher for analyzing the data were through
questionnaire method. The Researcher interviewed forty respondents on the
basis of sex, age, educational qualification, experience, monthly income,
marital status and family income.
The tools adopted by the Researcher were average scoring and two-way table
method to find out job satisfaction.
A study on job satisfaction of Tea Plantation Workers with special reference to

Sheikalmudi Estate, Valparai Taluk, done by Mr.K.Madhu,
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In the year 1986 (M.Com project).
The techniques used by the Researcher for analyzing the data were through
questionnaire and personal interview method. The Researcher interviewed
Sixty respondents on the basis of sex, age, educational qualification,
experience, monthly income, marital status and family income.
The tools adopted by the researcher were average scoring and two-way table
method. The hypothesis was tested through chi-squire test and correlation to
find out job satisfaction.
The researcher had made previous study on job satisfaction in various areas. Therefore, on
researcher had done any particular study on job satisfaction among The Professional
Courier employees. Thus the study has been aimed to measure the job satisfaction in The
Professional Courier.
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CHAPTER III
HISTORY OF THE PROFESSIONAL COURIER
The Professional Couriers (TPC) was born on 1st November 1987. In the year 1987
with a sole mission of catering effective written messages, documents and cargo “The
Professional Couriers” (TPC) have reached the pinnacle of being a truly professional courier
company, having today the infrastructure for bulk cargo both nationally and internationally,
with a strong work force and a Network of offices spread globally.
The Professional Couriers have come a long way in providing total solutions for a broad
spectrum from individuals to leading Public Sector Undertakings, Government Bodies,
Corporates, MNCs, Educational and Financial Institutions.
· 1987 - Launch of The Professional Couriers Network with 7 offices.
· 1990 - Computerization commenced.
· 1993 - Introduction of Van Operations.
· 1994 - All India contracts with major Nationalized Banks.
· 1999 - Launch of the International Services.
· 2000 - ISO 9002 - Certification for Karnataka Region.
· 2001 - Introduction of Website & Computerized Track & Trace System.
2.1. OPERATION NETWORK
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· THE PROFESSIONAL COURIER operate their own vans in states of Andhra Pradesh,
Karnataka, Kerala, Maharashtra and Tamil Nadu to transport our documents
interconnecting all the destinations and the total operation is controlled and supervised by
HUB-CENTER In-charges.
· The HUB and SPOKE concept is carried out to perfection resulting in the creation of
such a vast network.
· The total numbers of HUBs all over the country are 200 catering to around 1500 offices.
· The Professional Couriers in the only Domestic Couriers having the largest network in
India, covering more than 25000 destinations with around 1500 offices all over the
country.
2.2. DOMESTIC SERVICES
At Professional the sophisticated Hub-and-spoke system with ware housing and storage
facilities, modern communication network and large fleet of transportation vehicles backed by
dedicated team of professionals truly proves that their claim “We care…. For your valuables” is
the quintessence of their business philosophy. The Professional Couriers offers a
comprehensive range of solutions for daily or one time requirement to move all types of cargo
–high value, critical and urgent shipments that weight anything in excess of five kilograms.
Based on the specific requirements of each individual or corporate the company provides
customized services with the application of multi-modal distribution systems integrated by
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surface transport (container LCVs and Trains) as well as by air transport (scheduled domestic
and international flights).
2.3. DOMESTIC SECTOR
Express Service
Your time sensitive Documents / Non-documents are delivered next day on priority basis.
Air Cargo
All your bulk consignments are sent through cargo flights to various destinations. This
provides specialized handling and door-to-door delivery of critical priority shipments such as
medicines (vaccines), perishable commodities (fruits and vegetables) and other time sensitive
cargo by air transport. Based on customer requirements, air cargo shipments are delivered to
the specific destination in 24 – 48 hrs.
Surface Cargo
All your bulk consignments are transported through our own trucks and through Railways
to various stations all over India. Supported by container LCVs, TPC ensures added and on
time delivery for surface transit cargo.
Logistic Solutions
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Warehousing and dispatches – THE PROFESSIONAL COURIER provides go-down

facilities and function as a logistic service provider for procurement, storing, packing and
dispatches as per customer needs.
Pick & Pack
Packaging and Processing – Customers get opportunity in availing services even for
insertions of documents in envelopes, labeling, processing and packing.
Dawn to Dusk
Same day service - This offers morning bookings made delivery by evening of the same
day.
Bulk Mail
Processing outsourced – This gives customers opportunity to outsource the services of

couriers in doing all process that needs specialization in handling bulk mails. This includes
mobile phone bills, interest warrants, annual reports, AGM notices, product promotional
literature, greetings and others.
Ad & Add
A media courier – This offers space on every consignment / document for advertisement
for customers to display their product, service or message as stickers. This includes handling
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and delivery of bulk printed materials such as magazines, periodicals, telephone directories,
yellow pages, trade samples and advertisement material.
2.4. INTERNATIONAL SERVICES
The Professional Couriers offers a comprehensive range of solutions for daily or one time
requirement to move all types of cargo –high value, critical and urgent shipments that weight
anything in excess of five kilograms.
Based on the specific requirements of each individual or corporate the company provides
customized services with the application of multi-modal distribution systems integrated by
surface transport (container LCVs and Trains) as well as by air transport (scheduled domestic
and international flights).
INTERNATIONAL (International Destinations)
The Professional Couriers is an Organization dedicated to the cause of serving the Indian
in his day-to-day effort to reach his written communication message and bulk consignments to
every possible nook and corner of the world safely and at the specified time to reach.
TPC is committed to provide affordable International courier service and at the same time
strictly adhering to the stringent time schedules and quality standards. Professional
International Couriers Pvt Ltd., an offshoot of the parent company, provides international
express service with a great degree of operational versatility that allows the shipment status to
be monitored on a continuous basis through its web based Track & Trace System. The real
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attribute in the success of TPC is its willingness to upgrade the systems with changing times
and also to incorporate fresh and innovative ideas to make its presence felt.
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CHAPTER – IV
ANALYSIS AND INTERPRETATION
This chapter is allocated for analysis and interpretation of data. Preparing percentage
analysis, two-way table and chi-squire test does the analysis of job satisfaction, which is
directly extracted from the questionnaire. The variations in the extent of the consumer
satisfaction can be measured with the variables such as job secured, promotional
opportunity, relationship with management, and satisfaction factors of the respondents
Calculation of Satisfactory Scores

The Respondents were asked to state their level of Satisfaction relating to twenty
factors. Based on their responses the Satisfaction score obtained by each respondent was
found out. Points or scores were allocated based on the response. For each of the factor
three levels of satisfaction were assigned namely high, medium and low. For high
satisfaction three points were given, for Medium two and for low satisfaction one point
was given.
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The total scores secured by each respondent were thus arrived at. All the hundred
respondents were classified based on their level of satisfaction. Those who have obtained
up to 50 points were classified under low satisfaction category, Respondents with 51 – 70
points were classified under medium satisfaction category and those with more than 70
points were classified under high satisfaction category.
NUMBER OF RESPONDENTS AND LEVEL OF SATISFACTION
LEVEL OF NO. OF
SATISFACTION RESPONDENTS
High satisfaction 72
Medium satisfaction 64
Low satisfaction 14
TOTAL 150
TWO-WAY ANALYSIS:
The score secured by the respondents who falls between the score as up to 50
indicates less satisfaction of the respondents, from 51 – 70 are got average satisfaction
and 71 – 90 respondents are highly satisfied.
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SIMPLE PERCENTAGE TABLE - 1
AGE
Age is an important factor that has an influence of job satisfaction. Hence

according to age levels the respondents are classified into three factors.
AGE GROUP AND NUMBER OF RESPONDENTS
NO. OF PERCENTAGE
AGE
RESPONDENTS (%)
33 22
BELOW 20
68 45
21 TO 30
49 33
ABOVE 30
150 100
TOTAL
INTERPRETATION:
Majority of the respondents (45%) are in 21 to 30 years age group and 33% of the
respondents are above 30 years age group and 22% of the respondents are below 20 years
age group.
55
56
SIMPLE PERCENTAGE TABLE – 2
GENDER
There is as yet no consistent evidence as to whether women are more satisfied with their
job than men, bolding such factors as job and occupational level constant. One might predict
this to be the case. Considering the generally lower occupational aspiration of women.
GENDER AND NUMBER OF RESPONDENTS

NO. OF PERCENTAGE
GENDER
RESPONDENTS (%)
123 82
MALE
27 18
FEMALE
150 100
TOTAL
INTERPRETATION:
Majority of the respondents (82%) are male and 18% of the respondents are female.
57
58
EDUCATION
Education qualification of the respondents may affect the preception of job satisfaction.
Highly educated may expect much better work life then others. According to educational
qualification the respondents are classified into four categories as under.
EDUCATION AND NUMBER OF RESPONDENTS
EDUCATIONAL NO. OF PERCENTAGE

STATUS RESPONDENTS (%)
SCHOOL LEVEL 101 67
GRADUATE 42 28
POST-GRADUAT
7 5
E
TOTAL 150 100
INTERPRETATION:
Majority of the respondents (67%) are school level and 28% of the respondents are
graduate and 5% of the respondents are post graduate.
59
60
SIMPLE PERCENTAGE TABLE - 4
MARITAL STATUS
The marital status may influence the job satisfaction as a personal factor. Because the
married people has some unavoidable responsibility.
MARITAL STATUS AND NUMBER OF RESPONDENTS
MARITAL NO. OF PERCENTAGE

STATUS RESPONDENTS (%)
MARRIED 56 37
UNMARRIED 94 63
TOTAL 150 100
INTERPRETATION:
Majority of the respondents (63%) are unmarried and 37% of the respondents are
married.
61
62
FAMILY SIZE
The respondents have been classified into three groups. The family number upto three
have been grouped as samll size. Member between four to six is been grouped under medium
size family and above six members have been grouped under large size family.
FAMILY SIZE AND NUMBER OF RESPONDENTS

NO. OF PERCENTAGE
FAMILY SIZE
RESPONDENTS (%)
UPTO 2 11 7
3- 5 46 31
ABOVE 5 93 62
TOTAL 150 100
INTERPRETATION:
Majority of the respondents (62%) are above 5 members in a family and 31% fo the
respondetns are 3 to 5 members and 7% of the respondents are upto 2 members.
63
64
EXPERIENCE
The experience of the employees in their job is another factor affecting the perception on
job satisfaction. Highly experienced may expect better working acmaspear and having less
experienced satisfy with the exesting one. The respondents are classified into three categories
according to their level of experience as under:
EXPERIENCE AND NUMBER OF RESPONDENTS
NO. OF PERCENTAGE
EXPERIENCE
RESPONDENTS (%)
BELOW 5 76 51
5 TO 10 51 34
ABOVE 10 23 15
TOTAL 150 100
INTERPRETATION:
Manority of the respondents (51%) are below 5 years and 34% of the respondents
are 5 – 10 years and 15% of the respondents are above 10 years.
65
66
MONTHLY SALARY
Man work to earn every employee in the organisation will expect a corret pay to be paid
for the job done by him. The reasonable pay for each job which is performed in
theorganisation. This scale of pay may help for the job satisfaction to a greater extent.
MONTHLY SALARY AND NUMBER OF RESPONDENTS
SALARY PER NO. OF PERCENTAGE

MONTH RESPONDENTS (%)
BELOW 3,000 21 14
Rs.3,001 TO 4,000 23 15
Rs.4,001 TO 5,000 51 34
ABOVE Rs.5,000 55 37
TOTAL 150 100
INTERPRETATION:
Majority of the respondents (37%) are abvoe Rs.5,000 and 34% of the respondents are
4,001 – 5,000 and 15% of the respondents are 3,001 – 4,000 and the remaining 14% of
respondents are below 3,000.
67
68
COME FROM HOME OR ROOM PROVIDED BY THE COURIER
It is one of the important factor to measure the level of satisfaction. Because the room
facility and food are influence the level of satisfaction. So the respondents are classified
according to where they come from.
RESPONDENTS COME FROM AND NUMBER OF RESPONDENTS
PERCENTAGE
COME FROM NO. OF RESPONDENTS
(%)
HOUSE 80 53
ROOM 70 47
TOTAL 150 100
INTERPRETATION:
There is no high diviation in the number of respondents from room and from house. 53%
of respondents are come from their house and the 47% of respondents are come from room
provided by the courier.
69
70
TWO WAY TABLE - 1
Relationship Between Age And Level Of Satisfaction
LEVEL OF SATISFACTION
AGE HIGHLY MEDIUM LOW TOTAL
SATISFIED SATISFACTION SATISFACTION
YOUNG AGE 12(36%) 17(52%) 4(12%) 33
MIDDLE AGE 34(50%) 29(57%) 5(7%) 68
OLD AGE 26(53%) 18(37%) 5(10%) 49
TOTAL 72 64 14 150
INFERENCE:
The above table reveals that the percentage of highly satisfied is in the old age group
(53%) and 50% of highly satisfied in the middle age group and followed by young age
group. And in medium satisfaction 57% of highest percentage in middle age group and
followed by young age group with 52% of satisfaction. The highest percentage of 12% in
low satisfaction is in old age group.
71
72
TWO WAY TABLE -2
Relationship Between Gender And Level Of Satisfaction
GENDER TOTAL
HIGHLY MEDIUM LOW
MALE 63(51%) 50(41%) 10(8%) 123
FEMALE 9(33%) 14(52%) 4(15%) 27
TOTAL 72 64 14 150
INFERENCE:
From the above table the percentage of highly satisfied is in male group followed by
the female group. The percentage of medium satisfied is highest in female group.
73
74
TWO WAY TABLE -3
Relationship Between Educational Status And Level Of Satisfaction
EDUCATION TOTAL
HIGHLY MEDIUM LOW
SCHOOL LEVEL 51(50%) 41(41%) 9(9%) 101
GRADUATE 20(48%) 18(43%) 4(9%) 42
POST GRADUATE 1(14%) 5(72%) 1(14%) 7
TOTAL 72 64 14 150
INFERENCE:
From the above table the percentage of highly satisfied is more among the
respondents of school level group and followed by the graduate group. The percentage of
medium satisfied is highest among the respondents of post graduate group.
75
76
TWO WAY TABLE -4
Relationship Between Marital Status And Level Of Satisfaction
MARITAL STATUS TOTAL
HIGHLY MEDIUM LOW
MARRIED 40(63%) 15(23%) 9(14%) 64
UNMARRIED 32(37%) 49(57%) 5(6%) 86
TOTAL 72 64 14 150
INFERENCE:
The above table reveals that the percentage of highly satisfied is in unmarried group
followed by married group. And in medium satisfaction highest percentage is in married
group and followed by unmarried group.
77
78
TWO WAY TABLE -5
Relationship Between Family Size And Level Of Satisfaction
FAMILY SIZE TOTAL
HIGHLY MEDIUM LOW
UP TO 2 7(64%) 3(27%) 1(9%) 11
2 TO 4 23(50%) 21(46%) 2(4%) 46
ABOVE 4 42(45%) 39(43%) 11(12%) 93
TOTAL 72 64 14 150
INFERENCE:
The above table shows that the percentage of highly satisfied respondents in the
group up to 2 members group and it is followed by 2 to 4 members group. And in medium
satisfaction the highest percentage is in 2 to 4 members group and followed by above 4
members group.
79
80
TWO WAY TABLE -6
Relationship Between Experience And Level Of Satisfaction
EXPERIENCE TOTAL
HIGHLY MEDIUM LOW
Less than 5 years 27(36%) 42(55%) 7(9%) 76
5 to 10 years 32(63%) 15(29%) 4(8%) 51
Above 10 years 13(57%) 7(30%) 3(13%) 23
TOTAL 72 64 14 150
INFERENCE:
The above table reveals that the respondents from 5 – 10 years group have derived
highest satisfaction. The percentage of medium satisfaction is high in the category of less
than 5 years group.
81
82
TWO WAY TABLE -7
Relationship Between Monthly Salary And Level Of Satisfaction
MONTHLY SALARY TOTAL

HIGHLY MEDIUM LOW
Less than Rs.3,000 10(48%) 9(42%) 2(10%) 21
Rs.3,001 – Rs.4,000 7(30%) 14(61%) 2(9%) 23
Rs.4,001 – Rs.5,000 25(49%) 22(43%) 4(8%) 51
Above Rs.5,000 30(55%) 19(35%) 6(10%) 55
TOTAL 72 64 14 150
INFERENCE:
From the above table the percentage of highly satisfied respondents is more in the
group above Rs.5,000. It was followed by the groups Rs.4,001 – Rs.5,000. In medium
satisfaction the highest percentage is in Rs.3,001 – Rs.4,000 group.
83
84
CHI-SQUARE TEST:
Chi-square test is applied to test the goodness of fit, to verify the distribution of
observed data with assumed theoretical distribution. Therefore it is a measure to study the
divergence of actual and expected frequencies; Karl Pearson’s has developed a method to
test the difference between the theoretical (hypothesis) & the observed value.
Chi – square test (X2) = (O – E)2 / E
Degrees Of Freedom = V = (R – 1) (C -1)
Were,
‘O’ = Observed Frequency
‘E’ = Expected Frequency
‘R’ = Number of Rows
‘C’ = Number of Columns
For all the chi-square test the table value has taken @ 5% level of significance.
85
CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN

THE AGE AND LEVEL OF SATISFACTION
Hypothesis:
HO: There is no significant relationship between age and level of satisfaction.
(O-E)2/
O E O-E (O-E)2 E
12 15.84 -3.84 14.75 0.93
34 32.64 1.36 1.85 0.06
26 23.52 2.48 6.15 0.26
17 14.08 2.92 8.53 0.61
29 29.01 -0.01 0.00 0.00
18 20.91 -2.91 8.45 0.40
4 3.08 0.92 0.85 0.27
5 6.35 -1.35 1.81 0.29
5 4.57 0.43 0.18 0.04
2.86
Degree of freedom - 4
Table value - 9.49
Calculated value - 2.86
INFERENCE:
86
Since the calculated value is less than the table value. So the Null hypothesis is
accepted. Hence, there is no significant relationship between age and level of satisfaction.
87
88

THE GENDER AND LEVEL OF SATISFACTION
Hypothesis:
HO: There is no significant relationship between gender and level of satisfaction.
O E O-E (O-E)2 (O-E)2/E

63 59.04 3.96 15.68 0.27
9 12.96 -3.96 15.68 1.21
50 52.48 -2.48 6.15 0.12
14 11.52 2.48 6.15 0.53
10 11.48 -1.48 2.19 0.19
4 2.52 1.48 2.19 0.87
TOTAL 3.19
Table value - 5.99
INFERENCE:
Since the calculated value is less than the table value. So the Null hypothesis is
accepted. Hence, there is no significant relationship between gender and level of
satisfaction.
89
90

THE EDUCATIONAL QUALIFICATION AND LEVEL OF SATISFACTION
Hypothesis:
HO: There is no significant relationship between educational qualification and level of

satisfaction.
O E O-E (O-E)2 (O-E)2/E

51 48.48 2.52 6.35 0.13
20 20.16 -0.16 0.03 0.00
1 3.36 -2.36 5.57 1.66
41 43.09 -2.09 4.38 0.10
18 17.92 0.08 0.01 0.00
5 2.99 2.01 4.05 1.36
9 9.43 -0.43 0.18 0.02
4 3.92 0.08 0.01 0.00
1 0.65 0.35 0.12 0.18
TOTAL 3.45
Table value - 9.49
INFERENCE:
91
Since the calculated value is less than the table value. The Null hypothesis is accepted.
Hence, there is no significant relationship between educational qualification and level of
satisfaction.
92
93

THE MARITAL STATUS AND LEVEL OF SATISFACTION
Hypothesis:
HO: There is no significant relationship between marital status and level of satisfaction.
O E O-E (O-E)2 (O-E)2/E

40 30.72 9.28 86.12 2.80
32 41.28 -9.28 86.12 2.09
15 27.31 -12.31 151.45 5.55
49 36.69 12.31 151.45 4.13
9 5.97 3.03 9.16 1.53
5 8.03 -3.03 9.16 1.14
TOTAL 17.24
Table value - 5.99
INFERENCE:
Since the calculated value is less than the table value. So the Null hypothesis is not
accepted. Hence, there is significant relationship between marital status and level of
satisfaction.
94
95

THE FAMILY SIZE AND LEVEL OF SATISFACTION
Hypothesis:
HO: There is no significant relationship between family size and level of satisfaction.
O E O-E (O-E)2 (O-E)2/E

7 5.28 1.72 2.96 0.56
23 22.08 0.92 0.85 0.04
42 44.64 -2.64 6.97 0.16
1 4.69 -3.69 13.64 2.91
21 19.63 1.37 1.89 0.10
42 39.68 2.32 5.38 0.14
3 1.03 1.97 3.89 3.79
2 4.29 -2.29 5.26 1.23
9 8.68 0.32 0.10 0.01
TOTAL 8.92
Table value - 12.59
INFERENCE:
Since the calculated value is more than the table value. So the Null hypothesis is
accepted. Hence, there is no significant relationship between family size and level of
satisfaction.
96
97

THE EXPERIENCE AND LEVEL OF SATISFACTION
Hypothesis:
HO: There is no significant relationship between experience and level of satisfaction.
O E O-E (O-E)2 (O-E)2/E
27 36.48 -9.48 89.87 2.46
32 24.48 7.52 56.55 2.31
13 11.04 1.96 3.84 0.35
42 32.43 9.57 91.65 2.83
15 21.76 -6.76 45.70 2.10
7 9.81 -2.81 7.91 0.81
7 7.09 -0.09 0.01 0.00
4 4.76 -0.76 0.58 0.12
3 2.15 0.85 0.73 0.34
TOTAL 11.32
Table value - 5.99
INFERENCE:
98
Since the calculated value is more than the table value. So the Null hypothesis is
rejected. Hence, there is significant relationship between experience and level of
satisfaction.
99
100

THE MONTHLY INCOME AND LEVEL OF SATISFACTION
Hypothesis:
HO: There is no significant relationship between monthly income and level of satisfaction.
O E O-E (O-E)2 (O-E)2/E

10 10.08 -0.08 0.01 0.00
7 11.04 -4.04 16.32 1.48
25 24.48 0.52 0.27 0.01
30 26.40 3.60 12.96 0.49
9 8.96 0.04 0.00 0.00
14 9.81 4.19 17.53 1.79
22 21.76 0.24 0.06 0.00
19 23.47 -4.47 19.95 0.85
2 1.96 0.04 0.00 0.00
2 2.15 -0.15 0.02 0.01
4 4.76 -0.76 0.58 0.12
6 5.13 0.87 0.75 0.15
TOTAL 4.75
Table value - 12.59
INFERENCE:
Since the calculated value is less than the table value. So the Null hypothesis is accepted. Hence,
there is no significant relationship between monthly income and level of satisfaction.
101
102
CORRELATION:
Correlation is the method for measuring the magnitude of linear relationship

between the two variables. It is most widely used method in practice and it is known as
Karl Pearson’s coefficient of correlation. It is denoted by ‘r’.
103
104
CORRELATION TEST CONDUCTED TO EXTENT THE RELATIONSHIP

BETWEEN THE AGE AND SATISFACTION LEVEL
Score
Age
31 - 50 51 - 70 71 - 90 f u fu fu2 fuv
10 – 20 12 17 4 33 -1 -33 33 8
20 – 30 34 29 5 68 0 0 0 0
30 - 40 26 18 5 49 1 49 49 -21
f 72 64 14 150 0 16 82 -13
v -1 0 1 0
fv -72 0 14 -58
fv2 72 0 14 86
Formula:
Result:
r -1022
= -0.09536
= 10716.88
INFERENCE:
105
The correlation shows the negative result, so there is no relationship between the age and
satisfaction level.
106
107
CORRELATION TEST CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE

EXPERIENCE AND SATISFACTION LEVEL
Score
Experience
31 - 50 51 - 70 71 - 90 f u fu fu2 fuv
0–5 27 42 7 76 -1 -76 76 20
5 – 10 32 15 4 51 0 0 0 0
10 - 15 13 7 3 23 1 23 23 -10
f 72 64 14 150 0 -53 99 10
v -1 0 1 0
fv -72 0 14 -58
fv2 72 0 14 86
Formula:
Result:
r -1574
= -0.14689
= 10715.55
INFERENCE:
The correlation shows the negative result, so the experience is not going to affect the satisfaction
level.
108
109
CORRELATION TEST CONDUCTED TO EXTENT THE RELATIONSHIP

BETWEEN THE FAMILY SIZE AND SATISFACTION LEVEL
Score
Family size
31 - 50 51 - 70 71 - 90 f u fu fu2 fuv
4 11 5 20 -1 -20 20 -1
0–2
2–4 25 8 5 38 0 0 0 0
4-6 3 1 1 5 1 5 5 -2
f 32 20 11 63 0 -15 25 -3
v -1 0 1 0
fv -32 0 11 -21
fv2 32 0 11 43
Formula:
Result:
r -504
= -0.28803
= 1749.8
INFERENCE:
110
The correlation shows the negative result, which implies that; the family size does
not affect the employee’s satisfaction level.
111
112
CHAPTER V
FINDINGS, SUGGESTIONS AND CONCLUSION
5.1. FINDINGS
Age:
· The percentage table reveals that the majority of the respondents are belongs to the
group 21 years to 30 years of age.
· The two-way table shows that the high satisfaction is derived by the old age group.
· Chi-squire test indicates that there is no significant relationship between the age and
level of satisfaction.
· The correlation is also shows that there is no relationship between the age and
satisfaction level.
Gender:
· From the percentage table the majority of the respondents are from the male group.
· The two-way table says that the high level of satisfaction is obtained by the male
group.
· Chi-squire test reveals that there is no relationship between the gender and the level
of satisfaction.
113
114
Educational qualification:
· From the percentage table the majority of the respondents are in school level
educated group.
· The two-way table showing the high level of satisfaction is derived by the school
level group respondents.
· The chi-squire test indicates that there is no significant relationship between the
educational qualification and the level of satisfaction.
Marital status
· The percentage table shows that the majority of the respondents are unmarried.
· The two-way table showing the high satisfaction is derived by the married group.
· The chi-squire test indicates that there is a significant relationship between the
marital status and the level of satisfaction.
115
116
Family size
· Majority of the respondents are form the above 5 members family group.
· High level satisfaction is derived by the respondents who are in the 2 to 4 members
group.
· The chi-squire test reveals that there is no significant relationship between the
family size and the level of satisfaction.
· The correlation analysis also said that there is no relationship between the family
size and the level of satisfaction.
Experience
· From the percentage table majority of the respondents were in below 5 years of
experience.
· The two way table reveals that the high level of satisfaction is derived by the group 5
to 10 years of experience.
117
· Chi-squire test shows that there is a relationship between the experience and the
· The correlation shows that there is no relationship between the experience and the
Monthly income:
· The percentage table indicates that the majority of the respondents are in Rs4,000 to
Rs.5,000 salary group.
· The two-way table tells us the high satisfaction is derived by the respondents who
are in above Rs.5,000 group.
· Chi-squire test reveals that there is no significant relationship between the monthly
income and the level of satisfaction.
· The correlation shows that there no relationship between the monthly income and
the level of satisfaction.
118
119
5.2. SUGGESTIONS:
© The courier should increase the present scale of pay to the delivery and pick-up
employees.
© The courier should formulate it’s working time. It may introduce shift working
pattern.
© The courier should reduce the autocratic management style.
© Courier should implement the grievance handling system.
© The courier should improve the canteen facilities.
© The courier may provide loans and advances to it’s workers.
120
© It may provide the vehicles to its employees for delivery and pick-up even they are
come from their home.
121
122
5.3. CONCLUSION
The study on employee’s satisfaction at professional courier is cased out with full
co-operation of the employees and management. As far as possible with in the given limits
the study is completed with the satisfaction of many peoples. The data collected are
analyzed scientifically and the results obtained are free to nearly 80%. It is assured that
the company may got high boosted moral in the organization provided some of the
suggestions made in the report in carried out.
123
124
A STUDY ON EMPLOYEE’S SATISFACTION IN THE PROFESSIONAL

COURIERS IN COIMBATORE CITY
1. PERSONAL BACK ROUND
1. Age :
2. Gender : Male Female
3. Marital status : Married Single
4. Educational Qualification :
5. How many years you are
working in the organization :
6. Monthly salary : Below 3,000 3,001 to 3,500
3,501 to 4,000 Above 4,001
125
7. Number of dependents in
your family : 1 / 2 / 3 and above
8. You are from? : House Room provided by courier
9. Working hours of courier :
2. JOB SATISFACTION SEGMENTS
Kindly put tick ( ) mark in only answer from various alternatives given below.
A = Agree DA = Disagree
UD = Undecided SA = Strongly agree
SDA = Strongly Disagree
1. Your salary is satisfied.
A DA UD SA SDA
2. Your job is very interesting.

126
A DA UD SA SDA
3. Your job description is clear.
A DA UD SA SDA
4. You feel that your job is secured one.
A DA UD SA SDA
5. You are not making many mistakes in your job.
A DA UD SA SDA
6. You have the capability to achieve the targets in time.
A DA UD SA SDA
7. Your job does not create any physical aliments.
127
A DA UD SA SDA
8. Management builds and maintains work relationship.
A DA UD SA SDA
9. Grievance redressal.
A DA UD SA SDA
10. Your work is very challenging one.
A DA UD SA SDA
11. You feel over burden in your job.
A DA UD SA SDA
12. You get response form your superiors and subordinates.
A DA UD SA SDA
128
13. You have enough time to spend with your family.
A DA UD SA SDA
14. You feel that your working hours are convenient.
A DA UD SA SDA
15. You affect your personal problems in between the job.
A DA UD SA SDA
16. You maintain a good relationship with your colleagues.
A DA UD SA SDA
17. Your complaints are settled quickly by the courier.
A DA UD SA SDA
18. You feel your growth through in this courier.

129
A DA UD SA SDA
19. Facilities available in the courier are satisfactory.
A DA UD SA SDA
20. Classification of various services satisfactory.
A DA UD SA SDA
130

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Human Resourse Management Project - Employee Satisfaction in Professional Couriers, Coimbatore

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SUKUMAR M.Com., M.

I am deeply indebted to thank my faculty guide,

Prof. Mrs. N.MEENAKSHI SUNDARESWARI, M.Com., M.Phil., Lecturer in Commerce,

I INTRODUCTION ABOUT STUDY 1

III HISTORY OF THE PROFESSIONAL COURIER 25

IV ANALYSIS AND INTERPRETATIONS 31

V FINDINGS ,SUGGESTIONS, AND CONCLUSIONS 60

1. AGE WISE CLASSIFICATION OF THE

GENDER WISE CLASSIFICATION OF THE

COMPOSITION OF RESPONDENTS ON THE BASIS

MARITAL STATUS WISE CLASSIFICATION OF

FAMILY SIZE WISE CLASSIFICATION OF THE

COMPOSITION OF THE RESPONDENTS ON THE

COMPOSITION OF THE RESPONDENTS ON THE

COMPOSITION OF THE RESPONDENTS ON THE

TWO-WAY TABLE AND CHI-SQUIRE TEST

TABLE TITLE PAGE NO.

INTRODUCTION ABOUT THE STUDY

Hoppock describes job satisfaction as, “Any combination of psychological,

1. Herzberg’s Motivation-Hygiene Theory.

2. Need Fulfillment Theory.

3. Social Reference Group Theory.

· Promotion opportunities: The chance for advancement in the hierarchy.

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

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

1.2.DETERMINANTS OF JOB SATISFACTION

1. Organizational variables, and

People like to be treated with consideration. Hence considerate leadership results in

4. Pay And Promotional Opportunities

5. Interaction In The Workgroup

1. It results are being accepted by others.

2. It facilitates the achievement of goals.

DETERMINATION OF JOB SATISFACTION AS FOLLOWS

· General working conditions

· General Quality of supervisors

· Ease to communicating to work

· Fair evaluation of work done

Effect of Job Satisfaction

Physical and Mental Health:

1. A happy worker is a productive worker,

2. A happy worker is not necessarily a productive worker.

1.3. SCOPE OF STUDY

1.4. OBJECTIVES OF STUDY

The following are the objectives of the present study.

· To determine the level of satisfaction of the respondents regarding their job.

· To study the various factors which influencing job satisfaction.

· To offer suggestions to the courier to improve their employee’s satisfactory level.

1.5. RESEARCH METHODOLOGY

Chi – square test (X2) = (O – E)2 / E

Degrees Of Freedom = V = (R – 1) (C -1)

‘O’ = Observed Frequency

‘E’ = Expected Frequency

‘R’ = Number of Rows

‘C’ = Number of Columns

The area of the study is THE PROFESSIONAL COURIERS, Head Office,

1.6. LIMITATIONS OF STUDY

study could not be made.

would take any action against them.

result may not reflect the actual satisfactions.

other official employee’s job satisfaction.

sometime may subject to bias.

It deals with the review of literature.

It covers the history of The Professional Courier.