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5/6/2010

May 06, 2010 Ms. Nusrat Khan Lecturer, Department of Finance Faculty of Business Studies University of Dhaka Subject: Submission of term-paper. Madam, It is an immense pleasure for us to submit the term paper on Employee Job Satisfaction in Bangladesh, which is prepared as a partial requirement of the course named Organizational Behavior and Human Resource Development (F-301) of BBA program under Department of Finance of Faculty of Business Studies, University of Dhaka. This study has given us the opportunity to learn about the attitude of employees towards their job as well as the feelings and values regarding the work and organizational goal. We would like to convey our special thanks and gratitude to you for patronizing our effort & for giving us proper guidance and valuable advice. We have put our best effort to ensure the authenticity of the report. We earnestly request you to call us if you think any further work should be done on the topic that you have chosen for us.

Thanking you GROUP-05 Md. Walid-AL-Zubayer Zubairia Khan Ishrat Jahan Sarmin Eshrat Jahan Eshita M. Abdul Kaium 14-004 14-050 14-058 14-110 14-112

Section: B, Batch: 14 Department of Finance Faculty of Business Studies, University of Dhaka

pg. 2

Acknowledgement
First, our heartfelt gratitude should go to the Beneficent, the Merciful & Almighty Allah for giving us the strength and patience to prepare this report within the scheduled time. We are deeply indebted to our course teacher, Ms. Nusrat Khan, Lecturer, Department of Finance, University of Dhaka, for her kind cooperation and valuable contribution in preparing the report. We also like to convey our thanks to those who helped us by providing necessary information regarding the report. At last, all the members of Group-05 should be acknowledged for their nice & dedicated service behind the making of the report

pg. 3

XECUTIVE SUMMARY

Job satisfaction describes how content an individual is with his or her job. The happier people are within their job, the more satisfied they are said to be. Job satisfaction is not the same as motivation, although it is clearly linked. Job design aims to enhance job satisfaction and performance; methods include job rotation, job enlargement and job enrichment. Other influences on satisfaction include the management style and culture, employee involvement, empowerment and autonomous work groups. Job satisfaction is a very important attribute which is frequently measured by organizations Job satisfaction has been defined as a pleasurable emotional state resulting from the appraisal of ones job; an affective reaction to ones job; and an attitude towards ones job. Weiss (2002) has argued that job satisfaction is an attitude but points out that researchers should clearly distinguish the objects of cognitive evaluation which are affection (emotion), beliefs and behaviors this definition suggests that we form attitudes towards our jobs by taking into account our feelings, our beliefs, and our behaviors. Job Satisfaction can be an important indicator of how employees feel about their jobs and a predictor of work behaviors such as organizational citizenship, absenteeism and turnover. Further, job satisfaction can partially mediate the relationship of personality variables and deviant work behaviors. From our survey, one common research finding is that job satisfaction is correlated with life satisfaction. This correlation is reciprocal, meaning people who are satisfied with life tend to be satisfied with their job and people who are satisfied with their job tend to be satisfied with life. However, some research has found that job satisfaction is not significantly related to life satisfaction when other variables such as no work satisfaction and core selfevaluations are taken into account. An important finding from our study is that job satisfaction has a rather tenuous correlation to productivity on the job. This is a vital piece of information to researchers and businesses, as the idea that satisfaction and job performance are directly related to one another is often cited in the media and in some non-academic management literature which are discussed in our report. In Bangladesh, organizations have little concern about employee job satisfaction. From our survey on both public and private organization, employees are deprived of many factors affecting their job satisfaction. Public organizations are mostly indifferent about it. In private organizations there are some element that connects the employees with their environment, interests and Values.

pg. 4

Table of Contents
CHAPTER NO. CONTENTS Executive Summary CHAPTER-01 CHAPTER-02 Introduction Company Profiles Sonali Bank IFIC Bank Theoretical Framework Survey Analysis & Findings Sonali Bank IFIC Bank Comparative Analysis Policy Implication Conclusion REFFERENCE & APPENDIX PAGE NO. 05 07-09 10-16 11 15 17-23 24-43 25 35 44-48 49-51 52 53-59

CHAPTER-03 CHAPTER-04

CHAPTER-05 CHAPTER-06 CHAPTER-07

pg. 5

NTRODUCTION
Title of the report:

Job Satisfaction in Bangladesh: Public Vs Private Organization

Origin of the Report: The BBA program under the department of finance offers a course named Organizational Behavior and Human Resource Development (F-301) which requires every group to submit a report on a specific topic determined by the course instructor. The report under the headline Employee Job Satisfaction in Bangladesh has been prepared to serve that purpose. Objective of the study: Several objectives to conduct the study are: 1. To study about the Job Satisfaction of employees working in both the public and private organization. 2. To be informed about the concern of job satisfaction of an organization in Bangladesh. 3. To learn how a job Satisfaction put an impact in the organizational performance and goal achievement. 4. To find out the most effective factors cause job satisfaction or dissatisfaction in an Organization. 5. To compare the employee responses of the public organization with the private organization 6. To build a bridge between the theoretical & practical education of Organizational Behavior and Human Resource Development

pg. 6

Methodology: To prepare this report we have chosen Sonali Bank Limited as the public organization and IFIC Bank as the private organization. So we collected information primarily from the employees of these Banks which have been given in our report. Area of study: The study was conducted in Sonali Bank Limited and IFIC Bank Limited. Sample size: We have surveyed 25 employees of each bank, in total 50 employees. Sampling method: We adopted simple random sampling technique during the survey of this project where employees were given copies of the questionnaire and were asked to fill them. We gave continuous support to the employees for any problems that they faced while filling up questionnaire so that the validity of the questionnaire increases. As the Simple random sampling is easily understood and results are projectable it is best suited for our study. Sources of data: We have collected primary information by interviewing employees and managers of Sonali Bank and IFIC bank and directly communicating with them. We have also conducted a questionnaire survey of the customers minimizing interruptions in their banking activities. Primary data were mostly derived from the discussion with the employees & through surveys on employees of the organization. Primary information is under consideration in the following manner:

Face to face conversation with the employees. Appointment with the top officials of the Banks By interviewing employees and officers at IFIC Bank, Nobabpur Road Branch and
Sonali Bank, Dhaka University Branch.

pg. 7

Data collecting instruments:

In-depth interview: During the exploratory research, we conducted in-depth interviews

with managers, employees & customers of the banks

Questionnaire survey: We used a structured questionnaire for the employees of both

the banks. This structured questionnaire was the major tool of this research project. Limitations: We faced some usual constraints during the course of our preparation for the report and conducting the survey. The major limitations are as follows: Time frame for the research was very limited. The actual survey was done within a week. The officials had sometimes been unable to provide information because of their huge routine work. The main constraint of the study is insufficiency of information, which was required for the study. There are various information the bank employee cant provide due to security and other corporate obligations. Due to time limitations many of the aspects could not be discussed in the present report. Every organization has their own secrecy that is not revealed to others. While collecting data we interviewing the employees, they did not disclose much information for the sake of the confidentiality of the organization. The employees were reluctant to response due to the lengthy questionnaire. Due to the complexity of the questionnaire employee had no interest on it and some of them did not give back the questionnaire paper. Another significant problem faced during the preparation of this report was the contradictory explanation of a single subject by different employee.

Statistical tools used for interpretation and analysis: Percentage Analysis: It refers to special kind of ratio; percentages are used in making comparison between two or more series of data, and used to describe the relation. Since to percentage reduced everything to a common based and thereby allows meaningful comparison to be made.

pg. 8

Chapter: 2

Company
Profiles
Sonali Bank &IFIC Bank

pg. 9

onali Bank Limited

pg. 10

Soon after independence of the country Sonali Bank emerged as the largest and leading Nationalized Commercial Bank by proclamation of the Banks' Nationalization Order 1972 (Presidential Order-26) liquidating the then National Bank of Pakistan, Premier Bank and Bank of Bahawalpur. As a fully state owned institution, the bank had been discharging its nation-building responsibilities by undertaking government entrusted different socio-economic schemes as well as money market activities of its own volition, covering all spheres of the economy. The bank has been converted to a Public Limited Company with 100% ownership of the government and started functioning as Sonali Bank Limited from November 15 2007 taking over all assets, liabilities and business of Sonali Bank. After corporatization, the management of the bank has been given required autonomy to make the bank competitive & to run its business effectively. Our Vision : Socially committed leading banking institution with global presence. Our Mission : Dedicated to extend a whole range of quality products that support divergent needs of people aiming at enriching their lives, creating value for the stakeholders and contributing towards socio-economic development of the country.

Corporate Profile Name of the : Sonali Bank Limited Company Chairman : Quazi Baharul Islam CEO and Managing Director Company Secretary Legal Status Genesis : Kazi Faqurul Islam (Additional Charge) : Zaheed Hossain : Public Limited Company : Emerged as Nationalized Commercial Bank in 1972, following the Bangladesh Bank (Nationalization) Order No. 1972(PO No.26 of 1972) : 03 June, 2007

Date of Incorporation Date of : 15 November, 2007 Vendor's Agreement Registered : 35-42, 44 Motijheel Office Commercial Area, Dhaka, Bangladesh Authorized : Taka 10.00 billion Capital Paid-up : Taka 09.00 billion Capital Number of : 21,839 Employee Number of : 1184 Branches

pg. 11

Services offered by the bank: 1.Locker Service Secured Locker Service is provided in some branches of Sonali Bank Limited. Customers may avail this service and secure their valuables. Locker size Small Medium Large Yearly Charge (Tk.) 1,200.00 1,500.00 2,000.00 Security Deposit (Tk.) 2,000.00 (refundable)

2. Ready Cash: Sonali Bank Ready Cash Card is a Debit Card. Cardholder can easily pay utility bills like - Water, Telephone, and Gas etc. It is easy to remit funds among the participating branches of the Bank. Transaction beyond working hours. It is a riskless Cash Carrying facility. Cashless purchase can be made form specific merchandise points. Only computerized Branches of Dhaka City will deal Ready Cash Card.

pg. 12

3. Digitalization status: Branch Computerization 241 branches are on live operation while automation of 933 branches is going on full swing. Out of 1182 branches at home, 1169 branches have already been entered in the automation network. Bank's own in-house software "Remittance Management System" (RMS+), having, among others, the feature of paying foreign remittance instantly over the counter is being implemented at all branches. At present the bank has 12 ATM booths. Establishment of 43 more ATM is on. At present 34 branches of Sonali Banks are included in the Online Any Branch Banking (ABB) network.

Foreign Remittance

ATM ATM network 4. Ancillary Services: Collection Gas bills

Payment Pension of employees

Social services Old age allowances

Sale & Encashment/Purchase Savings& ICB Unit Certificates

Misc. Services Bank a/c informatio n of tax payee client Local Governance Support Project Enlist of Non Government Insurance company

Electricity bills

Bangladesh Bank employees pension.

Telepho ne & water bills.

Army pension.

Widows, divorcees and destitute women allowances Freedom Fighters' allowances

Prize Bonds Wage Earner's Development US Dollar Premium & Investment US Dollar Premium & Investment

Customs & Excise duties

British pension.

Municipal holding Tax

Students' stipend/scholarshi p.

Rehabilitatio n allowances for acid survival women Maternal allowances for poor women

Sanchaypatra.

Public Service Commission's application form.

pg. 13

Passport fees, visa fees and Travel tax

Govt. & NonGovt. Teachers' salary.

Disability allowances

Judicial Service Commission's application form

Organizational Structure:

BOD CEO& MD

Deputy M.D.-1
GM at head office-6

Deputy M.D.-2

Deputy M.D.-3

GM, field GM office at division-7

Deputy GM, at field office Assistant GM, at field office Other Executives, at field office Other staffs, at field office

Deputy GM, at divisional head office Assistant GM, at head office Other Executives, at head office Other staffs, at head office

pg. 14

FIC Bank Limited

International Finance Investment and Commerce Bank Limited (IFIC Bank) is a banking company incorporated in the People's Republic of Bangladesh with limited liability. It was set up at the instance of the Government in 1976 as a joint venture between the Government of Bangladesh and sponsors in the private sector with the objective of working as a finance company within the country and setting up joint venture banks/financial institutions abroad. The Government held 49 per cent shares and the rest 51 per cent were held by the sponsors and general public. In 1983 when the Government allowed banks in the private sector, IFIC was converted into a full-fledged commercial bank. The Government of the Peoples Republic of Bangladesh now holds 35% of the share capital of the Bank. Leading industrialists of the country having vast experience in the field of trade and commerce own 34% of the share capital and the rest is held by the general public. Mission: Our Mission is to provide service to our clients with the help of a skilled and dedicated workforce whose creative talents, innovative actions and competitive edge make our position unique in giving quality service to all institutions and individuals that we care for. We are committed to the welfare and economic prosperity of the people and the community, for we drive from them our inspiration and drive for onward progress to prosperity. We want to be the leader among banks in Bangladesh and make our indelible mark as an active partner in regional banking operating beyond the national boundary. Services offered by the bank:

Corporate Banking Working capital finance Project finance Term finance Trade finance Lease finance Syndicate finance

Retail Banking Consumer Finance Deposit product Card NRB Account Student file SMS Banking

pg. 15

SME Banking

Easy Commercial Loan Retailers Loan Transport Loan Commercial House Building Loan Possession Right Loan Contractor's Loan Bidder's Loan Building loan

Working Capital Loan Project Loan Letter of Guarantee Letter of Credit Loan against Imported Merchandize (LIM) Loan against Trust Receipt Muldhan Women Enterpreneur's Loan (Protyasha)

Agriculture Credit Krishi Saronjam Rin (for Agriculture Equipments) Shech Saronjam Rin (for Irrigation Equipments) Poshupokkhi & Motsho Khamar Rin (for Live Stock & Fish Culture) Phalphasali Rin (for Fruit Orchard)

pg. 16

Chapter: 3

Theoretical Framework

pg. 17

ob Satisfaction
In simple words, Job Satisfaction can be defined as extent of positive feelings or

attitudes that individuals have towards their jobs. When a person says that he has high job satisfaction, it means that he really likes his job, feels good about it and values his job dignity. Some Specialized Opinion regarding Job Satisfaction P. Robbins Job satisfaction is a general attitude towards ones job: the difference between the amount of reward workers receive and the amount they believe they should receive. Job satisfaction will be defined as amount of overall positive affect that individuals have towards their jobs. Job satisfaction is the amount of pleasure or contentment associated with a job. If you like your job intensely, you will experience high job satisfaction if you dislike your job intensely, you will experience job dissatisfaction.

Fieldman and Arnold Andrew Brin

Importance of Job Satisfaction:

Human life has become very complex and completed in now-a-days. In modern society the needs and requirements of the people are ever increasing and ever changing. When the people are ever increasing and ever changing when the peoples needs are not fulfilled they become dissatisfied. Dissatisfied people are likely to contribute very little for any purpose. And when we identify the type of people who are dissatisfied with their job the situation becomes deteriorating. So, the Job Satisfaction of employees in the organization can be viewed as an important aspect by the following justifications: From organizational point of view: Managerial and technical aspects: Job satisfaction of industrial workers us very important for the industry to function successfully. Industrial aspect: Employers can be considered as backbone of any industrial development. To utilize their contribution they should be provided with good working conditions to boost their job satisfaction.

pg. 18

 Organizational aspect: Tangible ways in which job satisfaction benefits the organization include reduction in complaints and grievances, absenteeism, turnover, and termination; as well as improved punctuality and worker morale. Motivation aspect: Job satisfaction is important technique used to motivate the employees to work harder. It is often said that A HAPPY EMPLOYEE IS A PRODUCTIVE EMPLOYEE. A happy employee is generally that employee who is satisfied with his job. Increased productivity the quantity and quality of output per hour worked seems to be a byproduct of improved quality of working life. From workers point of view: Personal development: Job satisfaction is very important because most of the people spend a major portion of their life at working place. Impact on personal life & psychological state: Job satisfaction has its impact on the general life of the employees also, because a satisfied employee is a contented and happy human being. A highly satisfied worker has better physical and mental well being. Personal satisfaction of employees: Job satisfaction results in personal satisfaction of the employees- self-respect, self-esteem, and self-development. To the worker, job satisfaction brings a pleasurable emotional state that often leads to a positive work attitude.

Theoretical consideration:
We can present two theories of motivation that strongly supports Job Satisfaction. Equity theory: According to this theory, every individual Ratio Perception Results has a basic tendency to compare his Comparison rewards to with those of a reference O/IA < O/IB Inequity The equity group. If he feels his rewards are due to tension may equitable with others doing the similar being create anger work in similar environment, he feels under and thus satisfied. This theory thus believes that a rewarded result in job person job satisfaction depends upon his dissatisfaction perceived equity as determined by his O/IA = O/IB Equity Employees output balance in comparison with input perceive their output balance of others. This theory situation as takes into account not only the needs of fair and the employer but also to the opinion of justified. the reference group towards which the O/IA > O/IB Inequity The equity employee looks for guidance. due to tension being over creates guilt. rewarded Here, O/IA represent the employee & O/IB represents relevant others

pg. 19

Two factor theory: Frederick Herzberg suggested that, Opposite of satisfaction is not dissatisfaction. This theory states that satisfaction and dissatisfaction are independent of each other. One set of factors are known as hygiene factors act as dissatisfies. Their absence causes dissatisfaction like pay, humane working conditions etc. but they do not necessarily create satisfaction. The other set of emphasizing factors lead to satisfaction like growth, responsibility, promotion, recognition etc.

Factors influencing Job Satisfaction:

Sources of Job Satisfaction

Satisfaction Organizational Factors Work environment Work itself Personal Factors

Satisfaction Satisfaction Organizational Factors: Satisfaction Satisfaction Salaries and wages : Salaries and wages is instrumental in fulfilling so many needs, such as facilities the obtaining of food, shelter, and clothing and provides the means to enjoy valued leisure interest outside of work. Employees often see pay as a reflection of organization. Promotion chances: Promotion indicates an employees worth to the organization which is highly moral boosting. Employee takes promotion as the ultimate achievement in his career and when it is realized, he feels extremely satisfied. Company policies: An autocratic and highly authoritative structure causes resentment among the employees as compared to a structure which is more open and democratic in nature.

Work environment factors: Supervision: Two dimensions of supervisor style that affect the employees job satisfaction level: Employee centered or consideration supervisors who establish a supportive personal relationship with subordinates and take a personal interest in them. The other influence participation in decision making, employee who participates in decision that affect their job, display a much higher level of satisfaction with supervisor an the overall work situation .

pg. 20

 Relation with coworkers: The nature of relationship with coworkers will have effect on job satisfaction in the following ways: - A friendly and cooperative group provides opportunities to the group members to interact with each other. - The work group will be even a stronger source of satisfaction when members have similar attitudes and values. - Smaller groups provide greater opportunity for building mutual trust and understanding as compared to larger groups. - Thus, group size and quality of interpersonal relations within the group play a significant role in workers satisfaction. Working condition: The working conditions are important to employees because they can influence life outside of work. If people are require working long hours and / or overtime, they will have very little felt for their families, friends and recreation outside work. So the working conditions inside the organization should be favorable. Work it-self: Job scope: It provides the amount of responsibility, work pace and feed back. Higher the level of these factors, higher the job scope and higher level of satisfaction. Variety: A moderate amount of variety is very effective. Excessive variety produces confusion and stress and too little variety causes monotony and fatigue which is dissatisfies. Lack of autonomy and freedom: Lack of autonomy and freedom over work methods and work pace can create helplessness and dissatisfaction. Employees do not like strict supervision. Interesting work: A work which is very interesting and challenging and gives status, provides satisfaction to the employees.

Personal factors: Age and seniority: People who do not move up at all with time are more likely to be dissatisfied with their jobs. Tenure: Employees with longer tenure are expected to be highly satisfied with their jobs. Tenure assures job security, which is highly satisfactory to employees. They can easily plan for their future without any fear of losing their jobs. Personality: Some of the personality traits which are directly related to job satisfaction are self assurance, self esteem, maturity, challenge and responsibility. Higher the person is on Maslows needs hierarchy, the higher is the job satisfaction. This type of satisfaction comes from within the person and is a function of his personality.

pg. 21

Relationship with Independent variables:

Job Satisfaction
Variables Productivity Absenteeism Turnover Deviant workplace behavior Organizational Citizenship Behavior Correlation Positive Negative Negative Negative Job satisfaction it-self is an independent variable and an important management concern. There are some other independent variables in an organization that which is closely related to job satisfaction, or in other words those are affecting by job satisfaction level of employees. The relationship and the consequences are shown here

Positive

Consequences of Job Satisfaction on other variables: Productivity: There is 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. 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 negatively related to absenteeism. Turnover: High employee turnover is a matter of concern for the management as it disrupts the normal operations of the organization. Managerial concern is mostly for the turnover which arises from job dissatisfaction. The employers thus try to keep the employees satisfied on their jobs to minimize the turnover. Though, high job satisfaction in itself cannot keep the turnover low, but considerable job dissatisfaction will definitely increase the employee turnover. Deviant workplace behavior: Deviant workplace behavior is a type of voluntary behavior that violates significant organization norms and in doing so threatens the well-being of the organization. Deviant workplace behavior is an important concept because its a response to dissatisfaction and

pg. 22

employees express this dissatisfaction in many ways, such as- an employee may insult a colleague, steal, gossip excessively or engage in sabotage, all of which can weak havoc on the organization. Organizational Citizenship Behavior: When the employees feel that they are satisfied with their job, they tend to more committed to their organization, which in result tends to organizational citizenship behavior. That means, employees will provide performance beyond expectations. They will help their coworkers, volunteer for extra work, avoid unnecessary conflicts, respect the spirit as well as the letter rules and regulations and gracefully tolerating occasional workrelated impositions.

How to measure the level of Job Satisfaction:

The two most widely used approaches are: It is a response to one question, such as- All things considered, how satisfied are you with your job?

Global Rating

Respondents circle a number between 1 & 5 that correspondents to answers from highly satisfied to highly satisfied to highly dissatisfied It identifies key elements of the job and asks for the employees feeling about each.

Summation Score

Respondents rate them on a standardized scale and researchers add the ratings to create an overall job satisfaction score.

pg. 23

Chapter: Chapter: 44

Survey Analysis & Findings

pg. 24

Sonali Bank Limited

Productivity & Job Satisfaction: Survey analysis: Aligned with organizations mission Response Agree Disagree Respondents 15 5 Percentage 75% 25%
25% Agree Disagree

75%

Involved in decisions that affect our organizational community Response Agree Disagree Respondents 14 6 Percentage 70% 30%
30% Agree 70% Disagree

Availability of materials and equipment Response Agree Disagree Respondents 13 7 Percentage 65% 35%
35% Agree

Disagree
65%

Managers review progress Response Agree Disagree Respondents 20 Percentage 100% 100%

Agree

pg. 25

Productive time spent on working Response All most all of the time Most of the time Respondents Percentage 12 60% 8 40%
60%
All most all of the time Most of the time

40%

Meet the target quotas and goals Response Strongly agree Somewhat agree Neutral Strongly disagree N/A Agree Percentage 7 35% 5 3 2 3 25% 15% 10% 15%
10% 15% 35% Strongly agree Somewha t agree Neutral 15% 25% Strongly disagree N/A

Overall productivity in getting the job done Response Excellent Good Average Poor Respondents 3 11 3 2 Percentage 16% 58% 16% 10%
10% 16% Excellent Good Average 58% Poor

16%

Respond quickly and courteously to fulfill customer needs Response Strongly agree Neutral Somewhat agree Respondents Percentage 10 50% 6 4 30% 20%
20%
30% 50% Strongly agree Neutral Somewhat agree

pg. 26

Findings: The questions we have surveyed for are all positive type that ensures an employees productivity. We have found that majority of the surveyed employees are aligned with organizations mission (75%), involved in decisions (70%). They spent all most all of the time (60%) or most of the time (40%) in productive work. Even though some employees are neutral or disagree to be committed to organizations quotas and goals, a large portion of them are (60%) committed to it. Their overall productivity is above average and they try their level best to fulfill customers need and yes some of them are also in a neutral position. It is a common understanding that to be productive and to provide quality service and employee must have to get some sort of benefit and incentive. Without any facility, employee may show an indifferent type of attitude. When we asked the employees of Sonali Bank what are their incentives to be productive and to provide quality work, their answer was like following: Work appraisal, flexible schedule, revised salary ,bonus, personal support, promotion in due time, equal distribution of work, modern IT technological support, proper corporate environment, loan facility, good relationship with co-workers, managerial support- all these facilities as well as incentives motivates the employees of this organization to be productive and to provide quality service to their customers. So, in a nut shell we can conclude that, on a whole, the employees of Sonali Bank are productive which we can standardize by saying above average. And as we know when employees are satisfied with their job, they exert their productivity skill, so its logical to say that employees of this organization are satisfied with job. Absenteeism & Job Satisfaction: Survey analysis: Look forward going to work on Sunday morning: Response Agree Disagree Respondents 15 5 Percentage 75% 25%
25% Agree Disagree 75%

pg. 27

Cause of absenteeism: Response Personal family illness Travel distance Poor craft supervision Findings: Here we can see that most of the employees (75%) are mentally prepared and wiling to go at work on Sunday morning. So we can say that they love their job and the work environment is comfortable for then to work at. Another fact is, most of the employees remain absent at work because of personal family illness (80%), which up to some extent is unavoidable, and is a logical cause of being absent. Again some employees travel distance (15%) and poor craft supervision (5%) are the reasons of why they not report at work. As we know, absenteeism and productivity is negatively related, and from the survey we have found that the percentage to report at work is high enough and they did not mention any illogical reasons of being absent- so there are lower rate of absenteeism and thus higher level of job satisfaction. Respondents % 16 80%

15%

5%

Personal family illness Travel distance 80% Poor craft supervision

3 1

15% 5%

Turnover & Job Satisfaction: Survey analysis: More positive than negative aspects of job: Response Disagree Neutral Agree Strongly agree Respondents 3 9 5 3 % 15% 45% 25% 15%
15% 25% 15%

Disagree Neutral

45%

Agree Strongly agree

pg. 28

Possible reasons for leaving the company: Response Better job opportunity Benefit Higher pay Respondents % 8 40% 3 9 15% 45%
15% Better job opportunity Benefit Higher pay

45%

40%

Changed job in last 12 months: Response No Respondents % 20 100%

100%

Findings: When we asked the employees to evaluate the positive aspects over the negative, most of them preferred the neutral position(45%), and some of then ensure the majority of positive aspects (40%) and minority disagreed (15%) on the topic. For joining the company, the employees emphasized on several reasons, such as- reputation as a good place to work, career advancement, salary advancement, advertisement and because of unemployment.

Deviant workplace behavior & job satisfaction: Survey analysis: Most interactions at work are positive: Response Agree Disagree Respondents 15 5 Percentage 75% 25%
25% Agree Disagree 75%

pg. 29

Engaged in meaningful work: Response Agree Disagree Respondents 16 4 Percentage 80% 20%
20% Agree Disagree 80%

Respect the work of peers: Response Agree Disagree Respondents 17 3 Percentage 85% 15%
15% Agree Disagree 85%

Coworkers are committed to do quality work: Response Agree Disagree Respondents 16 4 Percentage 80% 20%
20% Agree Disagree 80%

Findings: Workers in the organization have positive attitude to each other but definitely there are some exceptions too. They respect each other engaged in meaningful work and most important committed to do quality work, all of which are a good sign of that ensures better and peaceful organizational environment. This is obvious that all the five fingers are not alike, so there are also a group of employees who used to show negative attitude. From the above graphical analysis we can see that, this portion is relatively minor compare to positive attitudes. From the survey we have found that, employees are less involved in deviant work place behavior rather they are more willing to show positive attitudes.

pg. 30

Organizational Citizenship Behavior: Survey analysis: Feel valued and affirmed at work: Response Agree Disagree Respondents 18 2 Percentage 90% 10%
10% Agree Disagree 90%

Feel free to do things: Response Agree Disagree Respondents 8 12 Percentage 40% 60%
60% 40% Agree Disagree

Personal values fit to the organization: Response Agree Disagree Respondents 14 6 Percentage 70% 30%
30% Agree 70% Disagree

Supports creativity & innovation: Response Agree Disagree Respondents 13 7 Percentage 65% 35%
35% Agree Disagree 65%

Have knowledge what is expected from them: Response Agree Disagree Respondents 18 2 Percentage 90% 10%
10% Agree

Disagree
90%

pg. 31

Have opportunity to do the best: Response Agree Disagree Respondents 10 10 Percentage 50% 50%
50%

Agree Disagree 50%

Have knowledge someone encourages development: Response Agree Disagree Respondents 15 5 Percentage 75% 25%
25% Agree Disagree 75%

Findings: Majority of the employees ensure that the organization and its work environment makes the employees feel free to do their work, their personal value is supported by the organization and they feel their importance at the workplace. There are scope to show creativity and innovation. The employees know the expectations from then and they find it motivating that someone is encouraging their work development. But there is a 50-50 scope or opportunity to show their best, this may because of the organizational environment or management decision. But otherwise the work environment is really sound for employees and that indirectly motives employees to engage in organizational citizenship behavior which means voluntarily do some thing for the well being of the organization.

pg. 32

Job Satisfaction level: Survey Analysis: Elements Queries Responses Agree 17 Disagree 3 Percentage Analysis Agree Disagree 85% 15%

Work it-self

Payment Supervision

Relation with coworkers Opportunity

Feels positive & upmost most of the time of working Feels valued and affirmed at work Feels recognized and appreciated at work Work is a real plus in life Fairly compensated Trust on leadership team Managers care about employees Good friends at work Opportunities to learn the desired things Informed about whats going on Opportunity to do the best Feel free to be what they are Have the energy of attending people they care about Have the energy to engage in personal interests Have time and energy to read books

18 16 14 13 16 17 17 11 16 15 12 12

2 4 6 7 4 3 3 9 4 5 8 8

90% 80% 70% 65% 80% 85% 85% 55% 80% 75% 60% 60%

10% 20% 30% 35% 20% 15% 15% 45% 20% 25% 40% 40%

Work environment Personal facilities

11

55%

45%

10

10

50%

50%

Job Satisfaction level under different job elements:

pg. 33

Elements Work itself Payment Supervision Relation with coworkers Opportunity Work environment Personal facilities

Percentage 81.25% 65% 82.5% 85% 70% 60% 55%

90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

If we consider all the elements as a proportionate of 100%:

Work itself 11%

12%
14% 17%

16% 13% 17%

Payment Supervision Relation with co-workers Opportunity Work environment Personal facilities

Interpretation: From the above graphical presentation we have found that, employees are almost satisfied with the job elements. They are more satisfied with the supervision (82.5%) and relation with coworkers (85%). Secondly, they are also satisfied with the work (81.25%), which also ensures a higher percentage of. Their satisfaction regarding payment and work environment is around average- 65% and 60% respectively. The organization provides them relative high opportunity (70%) to learn than other factors. But they are less satisfied regarding personal facilities, which comprise only 55%. So, it will more helpful for the organization to revise its payment system, enhance personal facilities and rectify the work environment to be more successful.

pg. 34

IFIC Bank Limited

Productivity & Job Satisfaction: Survey analysis: Aligned with organizations mission Response Agree Disagree Respondents 23 2 Percentage 92% 8%
8% Agree Disagree 92%

Involved in decisions that affect our organizational community Response Agree Disagree Respondents 21 4 Percentage 84% 16%
16% Agree Disagree 84%

Availability of materials and equipment Response Agree Disagree Respondents 24 1 Percentage 96% 4%
4% Agree Disagree 96%

Managers review progress Response Agree Disagree Respondents 23 2 Percentage 96% 8%

8% Agree Disagree 92%

pg. 35

Productive time spent on working Response Respondents Percentage Almost all 8 32% of the time Most of the 17 68% time Meet the target quotas and goals Response Strongly agree Somewhat agree Neutral Somewhat disagree N/A Status Percentage 14 56%
8% Strongly agree Somewhat agree Neutral Somewhat disagree 32% Almost all of the time Most of the time

68%

8%

4%

6 2 2 1

24%
24% 56%

8% 8% 4%

Overall productivity in getting the job done Response Excellent Good Average N/A Respondents 18 3 3 1 Percentage 72% 12% 12% 4%
12% 12% 72% 4% Excellent Good Average N/A

Respond quickly and courteously to fulfill customer needs Response Strongly agree Neutral Somewhat agree N/A Respondents Percentage 19 76%
4% 16% 4% Strongly agree 76% Neutral Somewhat agree

1 4 1

4% 16% 4%

pg. 36

Findings: It is widely known that the level of productivity in the private banking sector has been uprising day by day. Undoubtedly IFIC is no different from other private bank that nourishes and maintains its employees in such a way that ensures higher productivity. The determinants of productivity in details show the contribution to higher productivity. The majority of the surveyed employees of IFIC Bank are aligned with organizations mission with a significant contribution to organizational community. Though here exists the practice of managers review as an important part of productivity ensuring cycle, in few cases review is not done unnecessarily. In case of productive time and meeting target we can identify the largest share which easily indicates the established consistency. Overall productivity and respond to meet customer needs also shows partiality to a specific optimistic categorized factor which is good news for the productivity in the long run. It is recognized that to be more productive and to provide higher quality service and employee must have to get some sort of benefit and incentive which are of satisfy the employees continuous demand of regular life. Otherwise there may be Agency Problem in the organization. Technological support, family concern, working flexibility is the top preference of employees. So, in a nut shell we can conclude that, on a whole, the employees of IFIC Bank are of highly productive as they are provided with a huge range of facility including their work life and family life. Absenteeism & Job Satisfaction: Survey analysis: Look forward going to work on Sunday morning: Response Agree Disagree Respondents 24 1 Percentage 96% 4%
4% Agree Disagree 96%

Cause of absenteeism: Response Personal Respondents % 12 48%

pg. 37

family illness Excessive Rework N/A

48%

1 12

4% 48%
4%

48%

Personal family illness Excessive Rework N/A

Findings: After two- days holidays most of the employees are mentally prepared and wiling to go at work on Sunday morning which is a sign of employees seriousness towards work and commitment towards the bank. This is nothing but a matter of practice in the organization that everyone is important thus absenteeism may cause a huge loss which is undesirable to every devoted employee. Turnover & Job Satisfaction: Survey analysis: More positive than negative aspects of job: Response Strongly Disagree Neutral Agree Strongly agree Respondents % 1 4% 2 16 6 8% 64% 24%
24% 4% 8% Strongly Disagree Neutral Agree

64%

Changed job in last 12 months: Response No Others Respondents % 25 100% 0 0%

100%

0%
No Others

Findings: In IFIC the majority employees believe that there are more positive aspects than negative ones which reveal the happy attitude of employees. They are professional thus in case of career advancement they are to switch the other job. Moreover here the rate of turnover is less as no employees of the survey has not changed job in a year. Thus we find that IFIC Bank offers employees working facility to improve them to increase productivity as well as to decrease turn over.

pg. 38

Deviant workplace behavior & job satisfaction: Survey analysis: Most interactions at work are positive: Response Agree Disagree Respondents 23 2 Percentage 92% 8% Engaged in meaningful work: Response Agree Disagree Respondents 25 0 Percentage 100% 0%
0% Agree Disagree 100% 8% Agree Disagree

92%

Respect the work of peers: Response Agree Disagree Respondents 24 1 Percentage 96% 4%
4%
Agree Disagree 96%

Coworkers are committed to do quality work: Response Agree Disagree Respondents 22 3 Percentage 88% 12%
12% Agree Disagree 88%

Findings: In a working environment the employees are supposed to show respect to each other and value others decision and suggestion considering the fact of working together which lays the foundation of well being of all. The employees of IFIC are concerned about the value of their respective job thus they are committed to quality work. As there come respect to peers in a significant percentage the co- ordination among them is good enough minimizing the chance of conflict among them. In IFIC, the employees are well groomed that the negative interaction is hard to find. Moreover, employees are facilitated in such a way that they are always grateful and devoted which restrain them to go beyond the rules and regulations.

pg. 39

Organizational Citizenship Behavior: Survey analysis: Feel valued and affirmed at work: Response Agree Disagree Respondents 25 0 Percentage 100% 0%
0%

Agree
Disagree 100%

Feel free to do things: Response Agree Disagree Respondents 25 0 Percentage 100% 0%

100% 0% Agree

Disagree

Personal values fit to the organization: Response Agree Disagree Respondents 22 3 Percentage 88% 12%
12% Agree Disagree 88%

Supports creativity & innovation: Response Agree Disagree Respondents 21 4 Percentage 84% 16%
16% Agree Disagree 84%

Have knowledge what is expected from them: Response Agree Disagree Respondents 24 1 Percentage 96% 4%
4% Agree

96%

Disagree

pg. 40

Have opportunity to do the best: Response Agree Disagree N/A Respondents 23 1 1 Percentage 92% 4% 4%
4% 4% Agree Disagree N/A 92%

Have knowledge someone encourages development: Response Agree Disagree N/A Respondents 24 1 Percentage 96% 4%
4%

Agree
Disagree

96%

N/A

Findings: It is said that the employees are in practice of organizational citizenship behavior when they are 100% devoted to the organization. As Organizational Citizenship concerns with the extra effort without any expectation of compensation it is something comes from intrinsic factors of the job satisfaction. Here we see less space for creativity and almost full option of working opportunity. This indicated the variation and excitement of the job which tends the employees to work more as they love to work. The encouragement from others in the workplace is of significant percentage which contributes to higher organizational citizenship.

pg. 41

Job Satisfaction level: Survey Analysis: Elements Queries Responses Agree 25 Disagree 0 Percentage Analysis Agree Disagree 100% 0%

Work it-self

Payment Supervision

Relation with coworkers Opportunity

Feels positive & upmost most of the time of working Feels valued and affirmed at work Feels recognized and appreciated at work Work is a real plus in life Fairly compensated Trust on leadership team Managers care about employees Good friends at work Opportunities to learn the desired things Informed about whats going on Opportunity to do the best Feel free to be what they are Have the energy of attending people they care about Have the energy to engage in personal interests Have time and energy to read books

24 23 25 20 19 17 24 23 23 23 25 25

1 2 0 5 6 6 1 2 2 2 0 0

96% 92% 100% 80% 76% 68% 96% 92% 92% 92% 100% 100%

4% 8% 0% 20% 24% 32% 4% 8% 8% 8% 0% 0%

Work environment Personal facilities

23

92%

8%

24

96%

4%

pg. 42

Job Satisfaction level under different job elements: Elements Work itself Payment Supervision Relation with coworkers Opportunity Work environment Personal facilities Percentage 97% 80% 72% 96% 92% 100% 96%

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

If we consider all the elements as a proportionate of 100%:

Work itself 15% 16% 15% 15% 13% 11% 15% Payment Supervision Relation with co-workers Opportunity Work environment Personal facilities

Interpretation: From the above graphical presentation, we have seen that employees of IFIC bank are highly satisfied with their work (97%), their relation with co-workers (96%) and personal facilities (96%). They have no complains regarding their work environment which ensures 100% of their satisfaction in this regard. The satisfaction rate regarding payment and opportunity are also considerably high enough- 92% and 80% respectively. The employees are relatively low satisfied with their supervision (72%) but its above average. So, we can say that the Bank is trying its level best to satisfy its employees.

pg. 43

Chapter: 5
Comparative Analysis: Sonali Bank Limited Vs IFIC Bank Limited

pg. 44

Sonali Bank Limited Vs IFIC Bank Limited:

Factors

Sonali Bank Aligned with 75% organizations mission

IFIC Bank 92%

Comparative Description The more employees participate in defining the mission, the more they are aligned with the mission. This practice is done by IFIC in a professional manner. In IFIC required materials & equipments are provided in large extent which facilitates the employees than those of the Sonali Bank. As in Sonali Bank reviewing progress is of full extent which indicates that there is inefficiency than in the IFIC Bank as we know review is done to check deficiencies. Comparing to the IFIC Bank the employees of Sonali Bank spent double amount of almost all the time. The overall productivity (which is the parameter of performance) of IFIC Bank is much higher than the Sonali Bank. Customer is called as God. In IFIC the employees are customer- oriented than those of sonali Bank.

Availability materials equipment

of 65% and

96%

Productivity
Managers review 100% progress 96%

Productive time 60% spent on working: Almost all the time Overall 16% productivity in getting the job done Respond quickly 50% and courteously to fulfill customer needs

32%

72%

76%

pg. 45

Factors Causes of absenteeism

Absenteeism

Sonali IFIC Bank Bank Travel Excessive distance, Rework Poor craft supervision,

Comparative Description In Sonali Bank there is no provision for travelling and supervision facility which cause absenteeism. On the other hand, in IFIC it is excessive rework which often causes absenteeism. Comparative Description Workers of IFIC find more positive aspects of their job than Sonali Bank, which keeps their turnover rate lower than the other Comparative Description The employees of IFIC Bank are totally concerned about the meaningfulness of their work that makes them feel good than those of Sonali Bank. Comparative Description IFIC provides necessary

Factors Turnover Positive than negative aspects of the job

Sonali Bank 40%

IFIC Bank 88%

Factors Engaged in meaningful work Deviant Workplace Behavior

Sonali Bank 80%

IFIC Bank 100%

Factors

Sonali Bank

IFIC Bank 100%

Feel valued and 40% affirmed at work

pg. 46

OCB

Supports creativity innovation

65% &

84%

Have opportunity do the best

50% to

92%

opportunity along with inspiration to encourage creativity & innovation than Sonali Bank. The percentage shown tells that what is all about opportunity to do best in these two banks. The employees of Sonali Bank are not that much encouraged by their organization as much as those of IFIC Bank.

pg. 47

Comparing the level of Job satisfaction: Elements Sonali Bank Ltd. Work Itself 81.25% Payment 65% Supervision 82.5% Relation with Co- 85% workers Opportunity 70% Work Environment 60% Personal Facilities 55% Graphical View:
200.00% 180.00% 160.00% 140.00% 120.00% 100.00% 80.00% 60.00% 40.00% 20.00% 0.00%

IFIC Bank Ltd. 97% 80% 72% 96% 92% 100% 96%

IFIC Bank Sonali Bank

Interpretation: Here the status of the two organizations is very much distinct. The Govt. regulated Sonali Bank which has been regulated in a very traditional way since the beginning of its birth has recently converted to a private bank. It has not started the adoption of advanced banking concepts and mechanism which are maintained by a typical private bank just like IFIC Bank. The status of the each of the job satisfaction factors of the two banks stands in a far distance.

pg. 48

Chapter: 6

Policy Implication

pg. 49

How to improve the level of Job Satisfaction: Satisfied employees are the weapon to improve the organization on the whole. So its very vital to keep them satisfied as far as possible. The organizations structure should be developed in such a way that helps the employees feel comfortable to do their work, the management should care about the employees professionally and personally and finally the workers may also have some contribution to keep then satisfied. Here we have mentioned how an organization and its workers can ensure job satisfaction: Organizations Role in creating Job Satisfaction: Organizations can help to create job satisfaction by putting systems in place that will ensure that workers are challenged and then rewarded for being successful. Organizations that aspire to creating a work environment that enhances job satisfaction need to incorporate the following: Flexible work arrangements, possibly including telecommuting Training and other professional growth opportunities Interesting work that offers variety and challenge and allows the worker opportunities to "Put his or her signature" on the finished product Opportunities to use one's talents and to be creative Opportunities to take responsibility and direct one's own work A stable, secure work environment that includes job security/continuity An environment in which workers are supported by an accessible supervisor who provides timely feedback as well as congenial team members Flexible benefits, such as child-care and exercise facilities Up-to-date technology Competitive salary and opportunities for promotion Workers' Roles in creating Job Satisfaction: If job satisfaction is a worker benefit, surely the worker must be able to contribute to his or her own satisfaction and well-being on the job. The following suggestions can help a worker find personal job satisfaction: Seek opportunities to demonstrate skills and talents. This often leads to more challenging work and greater responsibilities, with attendant increases in pay and other recognition. Develop excellent communication skills. Employers value and reward excellent reading, listening, writing, and speaking skills. Know more. Acquire new job-related knowledge that helps you to perform tasks more efficiently and effectively. This will relieve boredom and often gets one noticed. Demonstrate creativity and initiative. Qualities like these are valued by most organizations and often result in recognition as well as in increased responsibilities and

pg. 50

rewards. Develop teamwork and people skills. A large part of job success is the ability to work well with others to get the job done. Accept the diversity in people. Accept people with their differences and their imperfections and learn how to give and receive criticism constructively. See the value in your work. Appreciating the significance of what one does can lead to satisfaction with the work itself. This helps to give meaning to one's existence, thus playing a vital role in job satisfaction. Learn to de-stress. Plan to avoid burnout by developing healthy stress-management techniques. General Guideline: Here we have recommended a general guideline for all those companies who want to ensure job satisfaction of their employees to keep the work force sound, organized and effective: Highly educated and experience people should be recruited. Salary is the most important factor considered in job satisfaction. So employees should be given good salary. Employees performance should be appraised from time to time so that organization can come to know about the efficiency of the organization. According to their performance, they should be given incentives. Work should be assigned according to the qualification of the employees. Organization should try to adopt certain measures to enhance team spirit and coordination among the employees. Management of the bank should be friendly with the employees. Training and development programmers should be conducted from time to time so that employees do not get bored from their job.

pg. 51

ONCLUSION

Job Satisfaction may act as key to progress for any organization. Because, if the employees are satisfied with their job, with their management and overall organizational structure, then their they will be willing to exert their productivity, the rate of absenteeism will be low enough, they will be reluctant to turn over to another company, will keep themselves away from deviant workplace behavior and will engage in organizational citizenship behaviorall of these attitudes will ultimately help the company to achieve its goal and maximize its profitability. So, from the perspective of Bangladesh, Job Satisfaction should be the major concern for all organizations to ensure better work force, better work environment as well as further development.

pg. 52

R
By

EFERENCE

Book: Organizational Citizenship Behavior : Stephen P. Robbins & Timothy A. Judge

Sonali Bank Limited Branch: University of Dhaka IFIC Bank Limited Branch: Nobabpur Road

pg. 53

PPENDIX

pg. 54

QUESTIONNAIRE
A Sample Survey on

EMPLOYEE JOB SATISFACTION in BANGLADESH

GENERAL INFORMATION

Respondent Name:

Designation:

Years with the company:

Promotions Obtained so far:

Years in the current position:

SECTION 1: PRODUCTIVITY
1. I am aligned with the organizations mission 2. I feel involved in decisions that affect our organizational community 3. I have the materials and equipment that I need in order to do my work 4. My managers review my progress 5. Productive time spent working on the tasks assigned to me [please tick () the exact box] Almost all of the time Most of the time Half of the time 1/4th of the time less than 1/4th of the time 6. I meet the target quotas and goals - [please tick () the exact box] Yes Yes Yes Yes No No No No

pg. 55

Strongly Disagree Somewhat Disagree Neutral Somewhat Agree Strongly Agree N/A 7. Overall productivity in getting the job done - [please tick () the exact box] Excellent Good Average Below average Poor N/A 8. I respond quickly and courteously to fulfill customers' needs - [please tick () the exact box] Strongly Disagree Somewhat Disagree Neutral Somewhat Agree Strongly Agree N/A 9. What is it that helps you to be productive and provide quality service? [please mention the prime factors] 1. 2. 3. 4. 5. 6. 7. 8.

SECTION 2: ABSENTEEISM
1. I look forward to going to work on SUNDAY morning 2. Most of the time Im absent because [please tick () the exact box] Yes No

Unsafe Working Conditions Excessive Rework Travel Distance

pg. 56

Poor Craft Supervision Poor Overall Management Personal Family Illness

SECTION 3: TURNOVER
1. There are more positive than negative aspects to my job - [please tick () the exact box] Strongly Disagree Disagree Neutral Agree Strongly Agree 2. What are your reasons for joining [COMPANY_NAME]? (Check all that apply) Referred by a friend Fringe benefits Reputation as a good place to work Career advancement Advertisement Salary advancement Was Unemployed and needed a job Others (Please Specify)

3. What could be the possible reasons for leaving the [COMPANY_NAME]? (Check
all that apply) Higher Pay Benefits Better job opportunity Commute Conflict with other employees Conflict with managers Family and personal reasons Relocation/Move Career Change Company Instability Others (Please Specify)

4. Have you changed jobs in the last 12 months? [please tick () the exact box]
No

pg. 57

Once 2 times 3 times or more 4 times or more No answer

SECTION 4: DEVIANT WORKPLACE BEHAVIOR

[Please tick () over the YES/NO Options provided] 1. Most interactions at work are positive 2. I am engaged in meaningful work 3. I respect the work of my peers 4. My coworkers are committed to doing quality work Yes/No Yes/No Yes/No Yes/No

SECTION 5: ORGANIZATIONAL CITIZENSHIP BEHAVIOR

[Please tick () over the YES/NO Options provided] 1. I feel valued and affirmed at work 2. I feel free to do the things the way I like at work 3. My values fit the organizational values 4. Creativity and innovation are supported 5. I know what is expected of me at work 6. I have the opportunity to the what I do best everyday at my work 7. I know someone at work who encourages my development Yes, I always do so Yes, occasionally I work as much as is expected of me I work less than what is expected of me N/A Yes/No Yes/No Yes/No Yes/No Yes/No Yes/No Yes/No

8. Going beyond what is expected of me to make customers happy [please tick () the exact box]

SECTION 6: JOB SATISFACTION

[Please tick () over the YES/NO Options provided]

pg. 58

1. I feel positive and up most of the time I am working 3. I have the energy at the end of each work day to engage in personal interests 4. I have the time and energy in life to read books that interests me 5. I have good friends at work 6. I feel valued and affirmed at work 7. I feel recognized and appreciated at work 8. Work is a real plus in my life 9. I feel free to be who I am at work 10. I trust our leadership team 11. I have opportunities to learn what I want to learn 12. I feel informed about whats going on 13. I have the opportunity to the what I do best everyday at my work 14. My managers cares about me as a person 15. I am fairly compensated

Yes/No Yes/No Yes/No Yes/No Yes/No Yes/No Yes/No Yes/No Yes/No Yes/No Yes/No Yes/No Yes/No Yes/No

2. I have the energy at the end of each work day to attend the people I care about - Yes/No

pg. 59