EMPLOYEES JOB SATISFACTION

ANIS YASMIN.A
CONTENTS
CHAPTER NO.

TITLE

1.

1.1 Introduction to
the study
1.2 Industry profile
1.3 Company profile
1.4 Need for the
study
1.5 Objectives of
the study
1.6 Scope of the
Study
1.7 Limitations of
the study

2.

2.1 Conceptual
Review
2.2 Literature
Review

PAGE NO.

3.

3.1 Research
Methodology

4.

4.1 Data Analysis

and Interpretation

5.

Summary and
Conclusion
Reference
Annexure Questionnaire

LIST OF TABLE
S. NO

TABLE NAME

4.1.1

TABLE SHOWING GENDER OF THE

RESPONDENTS

4.1.2

TABLE SHOWING AGE GROUP OF

RESPONDENTS

4.1.3

TABLE SHOWING MARITAL STATUS OF THE

RESOINDENTS
TABLE SHOWING EMPLOYEES BEING ABLE
TO KEEP BUSY ALL THE TIME

4.1.4

4.1.5
4.1.6
4.1.7

TABLE SHOWING EMPLOYEE HAVE

CHANCE TO WORK ALONE ON THE JOB
TABLE SHOWING CHANCE TO DO
DIFFERENT THINGS FROM TIME TO TIME
TABLE SHOWING CHANCE TO BE
SOMEBODY IN THE COMMUNITY

PAGE NO

4.1.8

TABLE SHOWING BOSS HAMDLING HIS OR

HER WORKER

4.1.9

TABLE SHOWING COMPETENCE OF

SUPERIOR IN MAKING DECISION

4.1.10

TABLE SHOWING TO DO THINGS THAT

DONT GO AGAINST THEIR CONSCIENCE
TABLE SHOWING THE WAY THEIR JOB
PROVIDES FOR STEADY EMPLOYMENT
TABLE SHOWING CHANCE TO DO THINGS
FOR OTHER PEOPLE

4.1.11
4.1.12

4.1.13

TABLE SHOWING CHANCE TO TELL PEOPLE

WHAT TO DO

4.1.14

TABLE SHOWING CHANCE TO DO

SOMETHING THAT MAKES USE OF THEIR
ABILITIES

4.1.15

TABLE SHOWING THE WAY COMPANY

POLICIES ARE PUT IN TO PRACTICE

4.1.16
4.1.17

TABLE SHOWING PAY AND WORK THEY DO

TABLE SHOWING ADVANCEMENT ON THIS
JOB
TABLE SHOWING FREEDOM TO USE THEIR
OWN JUDGEMENT
TABLE SHOWING OWN METHOD OF DOING
THE JOB
TABLE SHOWING WORKING CONDITION
TABLE SHOWING CO-WORKERS GET
ALONG WITH EACH OTHERS
TABLE SHOWING PRAISE THEY GET FOR
DOING A GOOD JOB
TABLE SHOWING FEELING OF
ACCOMPLISHMENT THEY GET FROM THE
JOB
TABLE SHOWING AGE OF THE
RESPONDENTS

4.1.18
4.1.19
4.1.20
4.1.21
4.1.22
4.1.23

4.1.24

4.1.25

TABLE SHOWING GENDER OF THE

RESPONDENTS
TABLE SHOWING SATISFIED WITH DIGITAL
PRINTING SERVICES
TABLE SHOWING QUALITY OF DIGITAL
PRINTING SERVICES IS EXCELLENT
TABLE SHOWING PRICE IS NOMINAL
COMPARE TO OTHERS
TABLE SHOWING DIGITAL PRINTING HAS
BEEN DONE ACCORDING TO THE
CUSTOMERS EXPECTATION
TABLE SHOWING CUSTOMERS FELL THAT
PRICE IS WORTH THE QUALITY
TABLE SHOWING RECOMMEND TO OTHERS
TABLE SHOWING NORMALITY
TABLE SHOWING RELIABILITY STATISTICS
TABLE SHOWING CORELLATION

4.1.26
4.1.27
4.1.28
4.1.29

4.1.30
4.1.31
4.1.32
4.1.33
4.1.34

LIST OF CHART

S. NO

TABLE NAME

4.1.1

CHART SHOWING GENDER OF THE

RESPONDENTS

4.1.2

CHART SHOWING AGE GROUP OF

RESPONDENTS

PAGE NO

4.1.3
4.1.4

4.1.5
4.1.6
4.1.7

CHART SHOWING MARITAL STATUS OF THE

RESOINDENTS
CHART SHOWING EMPLOYEES BEING ABLE
TO KEEP BUSY ALL THE TIME
CHART SHOWING EMPLOYEE HAVE
CHANCE TO WORK ALONE ON THE JOB
CHART SHOWING CHANCE TO DO
DIFFERENT THINGS FROM TIME TO TIME
CHART SHOWING CHANCE TO BE
SOMEBODY IN THE COMMUNITY

4.1.8

CHART SHOWING BOSS HAMDLING HIS OR

HER WORKER

4.1.9

CHART SHOWING COMPETENCE OF

SUPERIOR IN MAKING DECISION

4.1.10

CHART SHOWING TO DO THINGS THAT

DONT GO AGAINST THEIR CONSCIENCE
CHART SHOWING THE WAY THEIR JOB
PROVIDES FOR STEADY EMPLOYMENT
CHART SHOWING CHANCE TO DO THINGS
FOR OTHER PEOPLE

4.1.11
4.1.12

4.1.13

CHART SHOWING CHANCE TO TELL PEOPLE

WHAT TO DO

4.1.14

CHART SHOWING CHANCE TO DO

SOMETHING THAT MAKES USE OF THEIR
ABILITIES

4.1.15

CHART SHOWING THE WAY COMPANY

POLICIES ARE PUT IN TO PRACTICE

4.1.16
4.1.17

CHART SHOWING PAY AND WORK THEY DO

CHART SHOWING ADVANCEMENT ON THIS
JOB
CHART SHOWING FREEDOM TO USE THEIR
OWN JUDGEMENT
CHART SHOWING OWN METHOD OF DOING
THE JOB

4.1.18
4.1.19

4.1.20
4.1.21
4.1.22
4.1.23

4.1.24
4.1.25
4.1.26
4.1.27
4.1.28
4.1.29

4.1.30
4.1.31

CHART SHOWING WORKING CONDITION

CHART SHOWING CO-WORKERS GET
ALONG WITH EACH OTHERS
CHART SHOWING PRAISE THEY GET FOR
DOING A GOOD JOB
CHART SHOWING FEELING OF
ACCOMPLISHMENT THEY GET FROM THE
JOB
CHART SHOWING AGE OF THE
RESPONDENTS
CHART SHOWING GENDER OF THE
RESPONDENTS
CHART SHOWING SATISFIED WITH DIGITAL
PRINTING SERVICES
CHART SHOWING QUALITY OF DIGITAL
PRINTING SERVICES IS EXCELLENT
CHART SHOWING PRICE IS NOMINAL
COMPARE TO OTHERS
CHART SHOWING DIGITAL PRINTING HAS
BEEN DONE ACCORDING TO THE
CUSTOMERS EXPECTATION
CHART SHOWING CUSTOMERS FELL THAT
PRICE IS WORTH THE QUALITY
CHART SHOWING RECOMMEND TO OTHERS

CHAPTER-1
INTRODUCTION

1.1 INTRODUCTION
Job satisfaction describes how content an individual is with his or her job. It i s a
relatively recent term since in previous centuries the jobs available to
a particular person were often predetermined by the occupation of that persons
parent. There are a variety of factors that can influence a persons level of job

satisfaction. Some of these factors include the level of pay and

b e n e f i t s , t h e perceived fairness o the promotion system within a company, the
quality of the working conditions, leadership and social relationships, the job itself (the
variety of tasks involved, the interest and challenge the job generates, and the clarity of
the job description/requirements).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 workgroups. Job satisfaction is a very important attribute

which is frequently measured by organizations.
Satisfaction is fulfilment of a need or desire and the pleasure obtained by such a fulfilment.
Satisfaction is a good measure to evaluate personal attitude to the professional activity of
enterprises. It also expresses a level of happiness of a person in his professional environment
connected with interpersonal relations with colleagues and superiors. Employee satisfaction
is a key part of successful business. Knowing the employee needs and achieving satisfaction
are the basis for successful business activities the employee feedback is most important
source of information for improving product and services. Satisfied and convinced
employees ensure the companys success in the long term. Research has shown that
companies that encourage or engage their employees to provide ideas or suggestions have a
consistently higher employee retention rates, productivity and job satisfaction.
Satisfied employees play an active role in the growth of a company. Employees who are
highly satisfied with the job ensure quality service. This study analyzes the satisfaction level
of the employees and its impact on the digital printing quality at digital India.

1.2 INDUSTRY PROFILE

Industry Overview
The commercial printing industry in the US includes around 35,000 companies with $90

billion of annual revenue. Several giants like RR Donnelley and Canadian printer
Quebecor World have multibillion revenues, but most printers considered "large" have
annual revenues under $1 billion. The majority of commercial printers are small or
midsized businesses that operate one production plant, employ fewer than 20 people, and
have annual revenue under $5 million. Despite continuing consolidation, the industry
is highly fragmented; the largest 50 companies hold only about 30 percent of the market.

COMPETITIVE LANDSCAPE
Demand depends largely on the advertising and product needs of business customers. The
profitability of individual companies is closely linked to effective sales operations. Large
companies have scale advantages in purchasing materials like paper and ink, in serving
large customers who have regional or national needs, and in making efficient use of
expensive presses. But small companies can compete effectively by offering better local
service. Annual revenue per employee averages $145,000.
Digital technology is changing the competitive landscape of the commercial printing
market. Prices for digital color pages are falling below offset printing prices and
companies who fall behind in the shift to digital printing are at risk.

PRODUCTS, OPERATIONS, TECHNOLOGY

Commercial printers produce magazines, phone books, labels, advertising brochures,
catalogs, newspaper inserts, direct mail marketing pieces, corporate reports and other
financial printing, training manuals, promotional materials, and business forms. (Book
publishers and newspaper publishers are not included in this industry.) Most commercial
printers

offer

four

distinct

services:

services; actual printing; finishing (including

design

folding,

and

cutting,

other prepress
and

binding);

and fulfillment, which includes packing, storing, and shipping (often on a "just-in-time"
basis). Other services can include packaging, database management, Web design, CD
services, training, and consulting

SALES & MARKETING

The largest single market for printing services is advertising, for newspaper inserts,
magazines, and direct mail materials. Although some work may be done regularly for large
customers under long-term contracts (magazines, product catalogs, and phone books),
most is on a project basis, often after a bidding process. Work may be episodic and many
printers keep extra presses to meet anticipated peak demands. Marketing is usually done by
a traditional sales force calling on potential customers.
Commercial printing is a local business. Small printers can compete effectively with large
ones because the small size and high variability of most printing jobs means that few
economies are achieved by having larger presses. The high degree of personal
attention that most print jobs require, such as client approvals of proofs and "press checks"
during actual printing, means that customers prefer to use a local printer. Price is often a
secondary consideration to quality and timeliness. Some types of printing, such as
magazines and catalogs with large print runs, are more effectively handled by large
printers.

FINANCE & REGULATION

Commercial printers generally keep low material inventories and don't require inventory
financing. Receivables are generally collected within 60 days, and are sometimes financed.
Equipment is often financed, or is leased. Presses have become more expensive, though
more versatile, because of computerized controls and enhancements.
Some printers have difficulty maintaining adequate workplace air quality standards, and
emit pollutants into the air, mainly because of solvents in ink and the solvents used to clean
ink from printing plates. Some printers also generate toxic wastes because of inks and
solvents. Workplace safety may also be a problem, although the illness and injury rate has
decreased rapidly in the past decade. Workplace regulations are enforced by OSHA and
state agencies.

REGIONAL & INTERNATIONAL ISSUES

Business Challenges:
CRITICAL ISSUS:
Dependence on Business Activity - The volume of commercial printing is closely tied to
the health of the US economy. While advertising is the mainstay of commercial printing,
financial printing has also grown rapidly in the past decade. Both advertising and financial
activity are sharply affected by the economy and stock market.
Fluctuating Paper, Ink Costs - Printers feel the impact of cost fluctuations of paper and ink
prices, as paper accounts for about 25 percent of printing costs. Paper price increases don't
directly affect profits for many printers because they pass paper costs to customers, but
lower prices encourage more volume. Environmental issues in paper manufacture may
raise paper prices. Ink prices are affected by fluctuations in oil and resin prices.

Trends & Opportunities

BUSINESS TRENDS:
Lower Cost Per Page
Advances in both digital and conventional offset printing technology are

lowering the

cost per page for new printers. Info Trends projects that the decline in cost per page will
average 10 percent per year through 2010. As the cost of color printing has dropped, spot
color is starting to replace previously all black and white print jobs.

Digital Image Storage

Because of the increasing conversion of images to digital format before printing, some

commercial printers now provide digital inventory services. Some printers, in an effort to
expand services, are capitalizing on their new expertise in the transfer, manipulation, and
storage of digital images, especially in the front-end Computer-Aided Design (CAD)
process, Web page design, CD production, and generally in document and information
management and distribution.

Mass Customization
Commercial printing is moving toward imaging for "an audience of one." Use of variable
data and selective binding capabilities is key to mass customization of printed products.
Market research firm InfoTrends projects variable data revenue growth to continue at an
annual rate of 37 percent through 2010. Already, three of the largest printing companies,
RR Donnelley, Quad/Graphics, and Fry Communications, are benefiting from selective
binderies.

New Printing Technologies

With the introduction of digital plate-making, the entire printing process can now be
handled most effectively using digital technology. The traditional printing process relies on
cameras and photographic film as an intermediate step in the photochemical production of
the plates used in printing. New processes can make film from digital images without using
a camera.

1.3 COMPANY PROFILEHistory:

Established in 1991, Digital India first specialized in general corporate signage. From this
position they were early to recognize the opportunity for digital imaging, and its specific
application to large format printing for both internal and external applications.

Industry Experience:
Digital India is proud to have been fulfilling some of Indias most successful companies
with their large format digital printing needs for more than 14 years.

Product Range:
Digital India specializes in the volume production of large format digital printing. Digital
India comprehensive product range, which continues to grow through research and
development initiatives, includes:
Posters
Banners
Street Furniture
Transit Advertising (Bus and Taxi)
Window Decals

 Point of Sale Displays

Floor Graphics
Light box Prints
Digital Wallpaper
Fabrics and Textiles

Services:
Digital India offers the following services:
Pre-press & Design: Services include hi-res scanning, image library access, layout and
artwork creation, colour management and manipulation of digital files.
Laminating: A number of finishes (including matte, gloss and non slip) are available for
added durability, UV stability, chemical and graffiti resistance.
Mounting: To a variety of substrates for either internal or external use.
Packaging & Distribution: Handled in-house by skilled team of finishing personnel.
Installation: Installation can be arranged India wide.

Production Capacity:
Digital India facilities and resources include:
8 different print technologies
15 printers
70 staff members
More than 350m2/hr print capacity, up to 24hrs a day, 7 days a week

No matter how big the job,Digital India have the technology, expertise and capacity to
deliver. With a comprehensive range of print technologies they are able to manage their
entire promotional campaign, ensuring colour consistency across the board.

Complete Control:
Since 1991, Digital India has been operating independently. With all facilities on site they
are able to successfully maintain complete control of customer service, pre-press, printing,
finishing, delivery and installation.
By maintaining this total control they are confident that the print will arrive to the customers
where they want it, how they want it and when they want it. That is their guarantee to their
customers.
When doing business, quality and reliability are paramount. Digital India are considered
amongst their supplier peers to be the industry standard for reliability in quality printing and
print management systems. They achieve this with certain standards, examples of which
follow:

Project Teams:
Digital India has recently introduced independent Project Teams, consisting of a pre-press
operator, a print operator and a finishing assistant. personal Project Team will look after the
job from start to finish, ensuring efficient workflow in order to produce the highest quality
product. Teams continuously adhere to strict quality controls prior to sign offs.

Preferred Supplier Arrangements:

Preferred supplier arrangements ensure their clients are receiving the highest quality and
best value materials and services the market has to offer.

Proprietary Digital Management Software:

Their proprietary software electronically prices, schedules, tracks and monitors each
individual order, from the various stages of production through to delivery and installation,
ensuring everything flows according to plan.

Guaranteed Deliverability:
Digital India realize customers order has to be there on time, and their reputation is built
upon that promise.

Colour Management:
Digital India has installed a fully integrated state-of-the-art colour management system,
guaranteeing colour consistency across the broad range of materials that the customer
campaign may require. Digital India are also introducing a new off-line proofing system
giving their cstomers fast, economical proofing.

Quality Guarantee:
If when the customers receive Digital india prints customers are not delighted, or they were
not produced as required, simply call them. Digital India will immediately collect them and,
at customers absolute option, either reprint them at their cost and credit customers account
with a 10% rebate of their original value, OR, not reprint and credit customers account (for
future purchases) with a full 110% of the original value.

Research and Development:

Their R&D team continuously travels the world sourcing the latest in inks, media,
technology and printers to bring customers the highest quality, innovative products and
services at competitive market prices.

Buying Power:
Existing volumes of work from their large high end corporate client enable Digital India to
purchase raw materials and technology, both locally and internationally, at the most
beneficial prices for their client base. These great prices are then passed directly onto their
clients.

State-of-the-Art Equipment:
They are continually searching for new equipment to give their clients the competitive edge.

Concept Consultants:
Digital India realize that when the customers come to them customers are not simply buying
print customers are buying a communications solution to build sales. That is why Digital
India have made available to customers a team of Concept Consultants, with backgrounds in
Marketing, Visual Merchandising and Design, to consult on customers projects. Their
consultants will work closely with customers to assess customers specific campaign needs
and advise customers on the most appropriate products and innovative solutions in order to
achieve the results that the customer require.

1.4 NEED OF THE STUDY

Job satisfaction is usually regarded as being related to absenteeism, turnover, and
performance to some degree. The idea that overall job satisfaction can differ from
satisfaction with particular dimensions, or facets, of a job is well understood among
organizational researchers. Satisfied employees can engage in their work more efficiently

and effectively that will improve the organizational effectiveness. So a need has arisen to
study the effect of job satisfaction on digital printing service quality of the company.

1.5 OBJECTIVES OF THE STUDY:

PRIMARY OBJECTIVE:
To determine the impact of satisfaction level of employees towards their job on

digital printing quality at digital India printing Ltd.

SECONDARY OBJECTIVE:
To gauge the level of job satisfaction of employees.
To analyze the effects of intrinsic, extrinsic and general job satisfaction on the
printing quality.
To offer valuable suggestions to improve the satisfaction level of employees.

1.6 SCOPE:
Job satisfaction is an important output that an employee works for an organization. It
comprises of extrinsic and intrinsic factors and helps maintain able and willing work forces.
It is an interesting and significant area for conducting research. The study encompasses
measuring of job satisfaction of employees, satisfaction level of customers with regards to
printing quality of Digital India Pvt. Ltd and the relationship between the two variables.

1.7 Limitations of the study

The survey is subjected to the bias and prejudices of

t h e r e s p o n d e n t s . Hence 100% accuracy cant be assured.

The researcher was carried out in a short span

o f t i m e , w h e r e i n t h e researcher could not widen the
study.
While conducting survey respondents were very reluctant to hand
out correct information also they were not interested to give out
information as it was company specific and confidential .In many
cases they refused to spare any time. In many cases respondent
just filled the questionnaire hastily without giving proper thoughts
to the questions to save their time therefore information provided
might be biased.

CHAPTER-2
LITERATURE

2.1CONCEPTIONAL REVIEW
Job Satisfaction:
Job satisfaction is the level of contentment a person feels regarding his or her job. This
feeling is mainly based on an individual's perception of satisfaction. Job satisfaction can be
influenced by a person's ability to complete required tasks, the level of communication in an
organization, and the way management treats employees.
Job satisfaction falls into two levels: affective job satisfaction and cognitive job satisfaction.
Affective job satisfaction is a person's emotional feeling about the job as a whole. Cognitive
job satisfaction is how satisfied employees feel concerning some aspect of their job, such as
pay, hours, or benefits.

Measuring Job Satisfaction:

Many organizations face challenges in accurately measuring job satisfaction, as the
definition of satisfaction can differ among various people within an organization. However,
most organizations realize that workers' level of job satisfaction can impact their
job performance, and thus determining metrics is crucial to creating strong efficiency.
Despite widespread belief to the contrary, studies have shown that high-performing
employees do not feel satisfied with their job simply as a result of to high-level titles or
increased pay. This lack of correlation is an significant concern for organizations, since
studies also reveal that the implementation of positive HR practices results in financial gain
for the organizations. The cost of employees is quite high, and creating satisfaction relevant
to the return on this investment is paramount. Some factors of job satisfaction may rank as
more important than others, depending on each worker's needs and personal and
professional goals.

Important Factors:
Typically, five factors can be used to measure and influence job satisfaction:
1. Pay or total compensation
2. The work itself (i.e., job specifics such as projects, responsibilities)
3. Promotion opportunities (i.e., expanded responsibilities, more prestigious title)
4. Relationship with supervisor
5. Interaction and work relationship with coworkers

Service Quality:
Every customer has an ideal expectation of the service they want to receive when they go to
a restaurant or store. Service quality measures how well a service is delivered, compared to
customer expectations. Businesses that meet or exceed expectations are considered to have
high service quality.

MEASURINGSERVICEQUALITY:
Providing high-quality service is a major concern for nearly any business. Quality of service
can be a major factor when customers decide which business to use to solve their needs.
Customers have certain expectations about the level of satisfaction they'll get from
businesses they patronize. Businesses that make a habit of meeting these expectations can
enjoy consistent business and a loyal customer base. However, it's difficult to improve ones
quality of service if they don't have any input from their customers about how to improve.

Thus, gathering customer feedback and using it to measure service quality should be a
significant part of nearly any business's game plan.

Use surveys: Perhaps the most simple, direct way to get feedback from customers is
simply to ask for it. One of the easy way to do this is with a survey a list of questions
about customers experience. Surveys with multiple-choice questions are especially
useful for businesses because answers to these sorts of questions can easily be
quantified, so it's easy to express conclusions from the data in the form of graphs,
scatter plots, etc.

Follow up with customers after service: Another common way that businesses get
feedback from their customers is by contacting the customers after the service has been
completed. This form of feedback has the advantage of giving customers some time to
use businesss service before asking for their opinion.

Monitor printing industry social media presence: Today, "word of mouth" doesn't refer
only to the conversations people have with each other in person the rise of social
media in the past decade has made it easy for people to discuss their likes and dislikes
online. Take the comments made about printinf firm on social media seriously
though the standards for online communication aren't particularly high, customers are
somewhat more likely to be honest online, where they have a degree of anonymity, than
they are in person.

Many researchers have struggled with the issue of how to measure service quality. A
Perhaps the most widely used measure is based on a set of five dimensions which have been
consistently ranked by customers to be most important for service quality, regardless of
service industry. These dimensions defined are as follows:

Tangibles: appearance of physical facilities, equipment, personnel, and communication

materials;

Reliability: ability to perform the promised service dependably and accurately;

Responsiveness: willingness to help customers and provide prompt service;

Assurance: knowledge and courtesy of employees and their ability to convey trust and
confidence; and

Empathy: the caring, individualized attention the firm provides its customers

2.2 REVIEW OF LITERATURE

ROBERT P.TETT and JOHN P.MEYER conducted a study on job satisfaction

,organizational commitment, turnover intention and turnover. To estimate six relations
among job satisfaction, organizational commitment, turnover intention and turnover using
meta-analysis. To assess the effects of several psychometric moderators on those relations.
To compare the influences of satisfaction and commitment in the turnover process. The
results revealed that satisfaction and commitment each contribute independently to the
prediction of intention/cognitions. Intention / cognitions are predicted more strongly by

satisfaction than by commitment. Intention /cognitions mediate nearly all of the attitudinal
linkage with turnover.

VIDA SCARPELLO and JOHN P.CAMPBELL conducted a study on Job satisfaction: Are
all the parts there? To explore the usefulness of single-item global measures of job
satisfaction for job satisfaction research. To explore whether global assessments of job
satisfaction include consideration of variables typically not measures by job satisfaction
instruments. The Results reveal that it indicates that defining overall job satisfaction as the
some of the evaluation of the discrete elements of which the job is composed. It may lead to
neglect of major determinants of job satisfaction. The whole appear to be more complex
than the sum of the presently measured parts.

DANIEL FARRELL and CARYL E.RUSBULT conducted a study on exchange variables as

predictors of job satisfaction, job commitment, and turnover: The impact of rewards, costs,
alternatives and investments. The results of the two studies were consistent. Job satisfaction
was best predicted by the reward and cost values of the job. Job commitment was best
predicted by a combination of reward and cost values, alternative value and investment size.
Both satisfaction and commitment were correlated with job turnover, but job commitment
was more strongly related to turnover than was satisfaction.

J.DAVID PINCUS conducted a study on communication satisfaction, job satisfaction and

job performance. To investigate the relationship between perceived satisfaction with
organizational communication and job satisfaction and job performance. The results
revealed that it revealed significant positive relationship between communication
satisfaction and job satisfaction and communication satisfaction and job performance. The
communication satisfaction-job satisfaction link was stronger. The same facets of
communication-supervisor communication, communication climate and personal feedbackwere found to be most strongly related to both job satisfaction and performance.

CARYL E.RUSBULT, DAN FARRELL, GLEN ROGERS and ARCH G.MAINOUS

conducted a study on impact of exchange variables on exit, voice, loyalty, and neglect: An
integrative model of responses

to declining job satisfaction .To predict the of three

exchange variables, job satisfaction , investment size, and quality of alternatives, on four
general responses to dissatisfaction-exit , voice, loyalty and neglect. The results revealed
that high satisfaction and encourage and neglect .satisfaction and investment interacted, with
variation in investment most strongly promoting voice given high satisfaction. Better
alternatives encouraged exit and voice and discouraged loyalty. However there was no link
between alternatives and neglect.

THOMAS W.FERATT conducted a study on overall job satisfaction: is it a linear function of

facet satisfaction. To investigate the relationship between overall job satisfaction and
satisfaction with various job facets. The results revealed that it provide marginal support for
a hypothesis that overall job satisfaction with various job facets. Specifically satisfaction
with job facets explains 50%-60% of overall job satisfaction based on a linear combination
of facet satisfactions. It also indicate that facet based instruments used individually are not
sufficient measures of overall job satisfaction

NITIN SETH, S.G DESMUKH, PREM VRAT conducted a study on service quality models:
a review. The main objective of this paper is to critically appraise various service quality
models and identify issues for further research based on the critical analysis of literature
.The results revealed that the service quality outcome and measurement is dependent on type
of service setting, situation, time, etc factors. In addition to this even the customers
expectation towards particular sevices are also changing with respect to factors like time,
increase in the number of encounters with a particular service, competitive environment, etc.

ALBERT CARUANA conducted a study on the effects of service quality and the mediating
role of customer satisfaction. To identify the concept of service loyalty and proceeds to
distinguish between service quality and customer satisfaction. The results revealed that it
indicate that customer satisfaction does play a mediating role in the effect of service quality
on service loyalty. The effects of a number of demographic indicators on service loyalty are
also reported. Implications are discussed , limitations of the study are noted and possible
areas for further research are identified.

MICHAEL K BRADY, J.JOSEPH CRONINJR, RICHARD R BRAND conducted a study

on performance-only measurement of service quality: a replication and extention. To
examine the ability of the performance-only measurement approach to capture the variance
in consumers overall perceptions of service quality across three studies. The results from
these two studies lent strong support again for the superiority of the performance only
approach to the measurement of service quality. In addition, both the replication and the two
new studies were used to extend Cronin and taylors investigation of the service quality
consumer satisfaction relationship.

GWO-GUANG LEE, HSIU-FEN LIN conducted a study on customer perception of eservice quality in online shopping. To develop a research model to examine the relationship
among e-service quality dimensions and overall service quality, customer satisfaction and
purchase intentions. The results revealed that it showed that the dimensions of website
design, reliability, responsiveness, and trust affect overall service quality and customer
satisfaction. Moreover the latter inturn are significantly related to customer purchase

intentions. However, the personalization dimension is not significantly related to overall

service quality and customer satisfaction.

EUGENE SIVADAS, JAMIE L.BAKER-PREWITT conducted a study on examination of

the relationship between service quality, customer satisfaction, and store loyalty. To examine
the relationship between service quality, customer satisfaction and store loyalty within the
retail department store context. The results revealed that it indicate that service quality
influences relative attitude and satisfaction with department stores. Satisfaction influences
relative attitude , and recommendation but has no direct effect on store loyalty. Fostering
favourable relative attitude and getting customers to recommend the product or service holds
key to fostering store loyalty.

TOR WALLIN ANDREASSEN, BODIL LINDESTAD conducted a study on customer

loyaty

and complex services: the impact of corporate image on quality, customer

satisfaction, and loyalty for customers with varying degree of service. To discuss and test
corporate image and customer satisfaction as two routes to customer loyalty. The results
revealed that it concludes by claiming that for complex services, corporate image and
customer satisfaction are not two separate routes to customer loyalty. Corporate images
impacts customer loyalty directly whereas customer satisfaction does not . This finding was
consistent with high and low service expertise.
ROBERT JOHNSTON conducted a study on the determinants of service quality: satisfiers
and dissatisfiers . To investigate whether there are some quality determinants that are
predominantly satisfiers and others that are predominantly dissatisfiers. The results revealed
that the predominantly satisfying determinants are attentiveness responsiveness , care and
functionality. Responsiveness is identified as a crucial determinant of quality as it is a
frequent source of satisfaction, and the lack of it is a frequent source of satisfaction and the

lack of it is a major source of dissatisfaction. Contrary to the existing literature, shows that
the causes of dissatisfaction are not necessarily the obverse of the causes of satisfaction and
further more that reliability is predominantly a source of dissatisfaction.

CHAPTER-3

RESEARCH
METHODOLOGY

3.1 RESEARCH METHODOLOGY:

Research is an art of scientific investigation. It is an original contribution to the existing
stock of knowledge making for its advancement. Research as the manipulation of things,
concepts or symbols for the purpose of generalizing to extend, correct or verify knowledge,
whether that

Woody, research comprises defining and defining problems, formulating

hypothesis or suggested solutions; collecting, organising and evaluating data; making

deductions and reaching conclusions; and at last carefully testing the conclusions to
determine whether they fit the formulating hypothesis.

Research methodology
Research methodology is a way to systematically solve the research problems. It may be
understood as a science of studying how research is done scientifically here, we study
various steps that are generally adopted by a researcher in studying his research problem
along with the logic behind them.

Research design:
A research design is a detailed outline of how an investigation will take place. A research
design will typically include how data is to be collected, what instruments will be employed,
how the instruments will be used and the intended means for analyzing data collected. The
research design used in this study is descriptive research design.

Descriptive research design:

Descriptive research includes surveys and fact findings enquiries of different kinds. The
major purpose of descriptive research is description of the state affairs as it exists at present.

Sample design:
A sample design is a definite plan for obtaining a sample from a given population. It refers
to the technique or the procedure the researcher would adopt in selecting items for the
sample. Sample design as well as lay down the number of items to be included in the
sample i.e. Size of the sample. Sample design is determined before data are collected.

Population:
All the items in any field of inquiry constitute a UNIVERSE OR POPULATION. A
research population is also known as a well-defined collection of individuals or objects
known to have similar characteristics. All individuals or objects within a certain population

usually have a common, binding characteristic or trait. In order to meet the objectives of the
survey, the population should be clearly defined. The population in this study comprises all
the employees and customers of Digital India pvt. ltd.

Sampling frame:
A set of information used to identify a sample population for statistical treatment. A
sampling frame includes a numerical identifier for each individual, plus other identifying
information about characteristics of the individuals, to aid in analysis and allow for division
into further frames for more in-depth analysis. The sampling frame in this study are
employeesandcutomersofDigitalIndiapvt.ltd.

Sample unit:
A single section selected to research and gather statistics of the whole. The sample units in
this study are the employees and customers of Digital India pvt.ltd.

Sample size:
This refers to the number of items to be selected from the population to constitute a sample.
The size of the sample should neither be excessively large, nor a too small. It should be
optimum. An optimum sample is one who fulfils the requirements of efficiency,
representativeness, reliability and flexibility. The sample size of this study is restricted to
100 employees and customers in and around Digital India pvt.ltd.

Sampling methods:
Types: of sampling methods

Probability sampling: A probability sampling scheme is one in which every unit in the
population has a chance (greater than zero) of being selected in the sample, and this
probability can be accurately determined. When every element in the population does have
the same probability of selection, this is known as an 'equal probability of selection' (EPS)
design. Such designs are also referred to as 'self-weighting' because all sampled units are
given the same weight.
Non- probability sampling: Any sampling method where some elements of population
have

no

chance

of

selection

(these

are

sometimes

referred

to

as

'out

of

coverage'/'undercovered'), or where the probability of selection can't be accurately

determined. It involves the selection of elements based on assumptions regarding the
population of interest, which forms the criteria for selection. Hence, because the selection of
elements is nonrandom, non-probability sampling not allows the estimation of sampling
errors.
Research instrument:The research instrument used in this study is questionnaire.

Data collection:
Data collection is a systematic approach to gathering information from a variety of sources
to get a complete and accurate picture of an area of interest.

Types of data collection:

There are two methods of collecting data. One is primary data are those which are collected
afresh and for first time, thus happens to be original in character. Primary data for the study
is collected through questionnaire. the secondary data are those which have already been
collected by someone else and which has already been passed through the statistical data.

Data analysis:
Data Analysis is the process of systematically applying statistical and/or logical techniques to
describe and illustrate, condense and recap, and evaluate data. According to Shampoo and Resnik
(2003) various analytic procedures provide a way of drawing inductive inferences from data and

distinguishing the signal (the phenomenon of interest) from the noise (statistical fluctuations) present
in the data. The method used for data analysis in this study are percentage analysis.

Analytical tools:
An analytical tool is used to analyze or take the closer look at
something. It is normally away to review effectiveness of something.
Analytical tool helps with tracking the reports.

Percentage method:
Percentage method refers to a specific kind which is used in making comparison between
two or more series of data. Percentages are based on descriptive relationship.
Since the percentage reduced everything to a common based and thereby allowing meaning
comparison. This is also called as vertical analysis.
Percentage= (no. of respondents /total no. of respondents)*100

NORMALITY ANALYSIS:
In normality test we compare the shape of sample distribution to the shape of the normal
curve. Assumed if the sample is normal the population from which it came is normally
distributed. Then we can assume normality. A significant test means the sample distribution
is not shaped like a normal curve. Shapiro Wilks W test is the one we will use most. This test
is recommended for small and medium samples.

RELAIABILITY STATISTICS:
Reliability in statistics and psychometrics is the overall consistency of a measure. A measure
is said to have a high reliability if it produces similar results under consistent conditions. For
example, measurements of people's height and weight are often extremely reliable.

CORRELATION:
Correlation is a statistical measure that indicates the extent to which two or more variables
fluctuate together. A positive correlation indicates the extent to which those variables
increase or decrease in parallel; a negative correlation indicates the extent to which one
variable increases as the other decreases.

CHAPTER-4
DATA ANALYSIS
AND
INTERPRETATION

TABLE 4.1.1: Gender of the respondents

Frequency

Valid

MALE
55
FEMALE 45
100
Total

Percent

Valid Percent

55.0
45.0
100.0

55.0
45.0
100.0

Cumulative
Percent
55.0
100.0

From the table 4.1.1, it is observed that 55% of the respondents are male and 45% of the
respondents are female
Majority of the respondents are male.

TABLE4.1.2: Age of the respondents

AGE

Valid

20-25
25-30
30-35
>35
Total

Frequency

Percent

Valid Percent

31
27
26
16
100

31.0
27.0
26.0
16.0
100.0

31.0
27.0
26.0
16.0
100.0

Cumulative
Percent
31.0
58.0
84.0
100.0

From the table 4.1.2, it is observed that 31% of the respondents belongs to the age group of
20-25, 27% of the respondents belongs to the age group of 25-30, 26% of the respondents
belongs to the age group of 30-35, and rest of them are above 35.
Majority of the respondents are under the age group of 20-25.

TABLE 4.1.3: Marital status of the respondents

Frequency

Valid

Married
55
Unmarrie 45
100
Total

MARITAL STATUS
Percent
Valid Percent
55.0
45.0
100.0

55.0
45.0
100.0

Cumulative
Percent
55.0
100.0

From the above table 4.1.3, it is observed that 55% of the respondents are married, and
45% of the respondents are unmarried.
Majority of the respondents are married

TABLE4.1.4: Employees being able to keep busy all the time

Employees being able to keep busy all the time
Frequency
Percent

Valid

SDA
DA
N
A
SA
Total

46
20
17
6
11
100

46.0
20.0
17.0
6.0
11.0
100.0

Valid Percent
46.0
20.0
17.0
6.0
11.0
100.0

Cumulative
Percent
46.0
66.0
83.0
89.0
100.0

From the above table 4.1.4, it is observed that 46% of the respondents strongly disagree
that employees being able to keep busy all the time, 20% disagree to the statement, 17%
are neutral , 6% agree and 11% strongly agree.
Majority of the respondents strongly disagree that the employees being able to keep busy
all the time.

TABLE4.1.5: Employees have chance to work alone on the job

Employees have chance to work alone on the job
Frequency
Percent

Valid

SDA
DA
N
A
SA
Total

13
32
22
16
17
100

13.0
32.0
22.0
16.0
17.0
100.0

Valid Percent

Cumulative Percent

13.0
32.0
22.0
16.0
17.0
100.0

13.0
45.0
67.0
83.0
100.0

From the above table 4.1.5, it is observed that 13% of the respondents strongly disagree that
employees have chance to work alone on the job, 32% disagree , 22% are neutral, 16% agree ,
17% strongly agree.
Majority of the respondents disagree that employees have chance to work alone on the job.

TABLE 4.1.6: Chance to do different things from time to time

Chance to do different things from time to time
Frequency
Percent

Valid

SDA
DA
N
A
SA
Total

22
21
32
10
15
100

22.0
21.0
32.0
10.0
15.0
100.0

Valid Percent

Cumulative Percent

22.0
21.0
32.0
10.0
15.0
100.0

22.0
43.0
75.0
85.0
100.0

From the above table 4.1.6, it is observed that 22% of the respondents strongly disagree that they
have chance to do different things from time to time, 21% disagree , 32% are neutral, 10% agree,
15% strongly agree .
Majority of the respondents are neutral about the statement that they have chance to do different
things from time to time.

TABLE 4.1.7: Chance to be somebody in the community

Chance to be somebody in the community
Frequency
Percent

Valid

SDA
DA
N
A
SA
Total

17
24
21
26
12
100

17.0
24.0
21.0
26.0
12.0
100.0

Valid Percent

Cumulative Percent

17.0
24.0
21.0
26.0
12.0
100.0

17.0
41.0
62.0
88.0
100.0

From the above table 4.1.7, it is observed that there is a 17% of the respondents strongly
disagree that chance to do somebody in the community, 24% disagree , 21% are neutral , 26%
agree , 12% strongly agree.
Majority of the respondents are satisfied that there is a chance to be somebody in the
community.

TABLE 4.1.8: Boss handling his or her workers

Boss handling his or her workers
Frequency

Valid

SDA
DA
N
A
SA
Total

14
25
26
18
17
100

Percent

Valid Percent

Cumulative Percent

14.0
25.0
26.0
18.0
17.0
100.0

14.0
25.0
26.0
18.0
17.0
100.0

14.0
39.0
65.0
83.0
100.0

From the above table 4.1.8, it is observed that 14% of the respondents strongly disagree that the
way their boss handle his or her workers,25% disagree, 26% are neutral , 18% agree , 17%
strongly agree .
Majority of the respondents are neutral about the statement that they are satisfied with the way
their boss handle his or her workers

TABLE 4.1.9: Competence of superior in making decision

Competence of superior in making decision
Frequency
Percent

Valid

SDA
DA
N
A
SA
Total

22
24
26
17
11
100

22.0
24.0
26.0
17.0
11.0
100.0

Valid Percent

Cumulative Percent

22.0
24.0
26.0
17.0
11.0
100.0

22.0
46.0
72.0
89.0
100.0

From the above table 4.1.9, it is observed that 22% of the respondents strongly disagree that their
superior is competent in making decision, 24% disagree , 26% are neutral, 17% agree, 11%
strongly agree.
Majority of the respondents are neutral about the statement that their superior is competent in
making decision

TABLE 4.1.10: To do things that dont go against their conscience

To do things that dont go against their conscience
Frequency
Percent
Valid Percent

Valid

SDA
DA
N
A
SA
Total

19
30
20
19
12
100

19.0
30.0
20.0
19.0
12.0
100.0

19.0
30.0
20.0
19.0
12.0
100.0

Cumulative Percent
19.0
49.0
69.0
88.0
100.0

From the above table 4.1.10, it is observed that 19% of the respondents strongly disagree that t
are being able to do many things on the job that dont go against their conscience, 30% disagree,
20% are neutral , 19% agree , 12% strongly agree.
Majority of the respondents disagree that they are being able to do many things on the job that
dont go against their conscience.

TABLE 4.1.11: The way their job provides for steady employment
The way their job provides for steady employment
Frequency
Percent
Valid Percent

Valid

SDA
DA
N
A
SA
Total

21
20
27
16
16
100

21.0
20.0
27.0
16.0
16.0
100.0

21.0
20.0
27.0
16.0
16.0
100.0

Cumulative Percent
21.0
41.0
68.0
84.0
100.0

From the above table 4.1.11, it is observed that 21% of the respondents strongly disagree that
they are satisfied with the way their job provides for steady employment, 20% disagree, 27% are
neutral , 16% agree , 16% strongly agree.
Majority of the respondents are neutral about the statement that they are satisfied with the way
their job provides for steady employment.

TABLE 4.1.12: Chance to do things for other people

Chance to do things for other people
Frequency

Valid

SDA
DA
N
A
SA
Total

19
21
20
24
16
100

Percent

Valid Percent

Cumulative Percent

19.0
21.0
20.0
24.0
16.0
100.0

19.0
21.0
20.0
24.0
16.0
100.0

19.0
40.0
60.0
84.0
100.0

From the above table 4.1.12, it is observed that 19% of the respondents strongly disagree that
they have chance to do things for other people working with them, 21% disagree , 20% are
neutral , 24% agree , 16% strongly agree.
Majority of the respondents agree that they have chance to do things for other people working
with the them.

TABLE 4.1.13: Chance to tell people what to do

Chance to tell people what to do
Frequency

Valid

SDA
DA
N
A
SA
Total

22
20
25
17
16
100

Percent

Valid Percent

Cumulative Percent

22.0
20.0
25.0
17.0
16.0
100.0

22.0
20.0
25.0
17.0
16.0
100.0

22.0
42.0
67.0
84.0
100.0

From the above table 4.1.13, it is observed that 22% of the respondents strongly disagree that
they have chance to tell people what to do working at office ,20% disagree , 25% are neutral ,
17% agree , 16% strongly agree.
Majority of the respondents are neutral about the statement that they have chance to tell people
what to do working at office.

TABLE 4.1.14: Chance to do something that makes use of their abilities

Chance to do something that makes use of their abilities
Frequency
Percent
Valid Percent

Valid

SDA
DA
N
A
SA
Total

24
26
22
22
6
100

24.0
26.0
22.0
22.0
6.0
100.0

24.0
26.0
22.0
22.0
6.0
100.0

Cumulative Percent
24.0
50.0
72.0
94.0
100.0

From the above table 4.14, it is observed that 24% of the respondents strongly disagree that they
have chance to do something that makes use of their abilities in their job ,26% disagree, 22% are
neutral , 22% agree , 6% strongly agree.
Majority of the respondents disagree that they have chance to do something that makes use of
their abilities in their job.

TABLE 4.15: The way company policies are put into practice
The way company policies are put into practice
Frequency
Percent

Valid

SDA
DA
N
A
SA
Total

21
20
29
20
10
100

21.0
20.0
29.0
20.0
10.0
100.0

Valid Percent

Cumulative Percent

21.0
20.0
29.0
20.0
10.0
100.0

21.0
41.0
70.0
90.0
100.0

From the above table 4.15, it is observed that 21% of the respondents strongly disagree that they
are satisfied with the way company policies are put into practice , 20% disagree, 29% are neutral,
20% agree , 10% strongly agree.
Majority of the respondents are neutral about the statement that they are satisfied with the way
company policies are put into practice.

TABLE 4.16: Pay and work they do

Pay and work they do
Frequency

Valid

SDA
DA
N
A
SA
Total

40
16
20
12
12
100

Percent

Valid Percent

Cumulative Percent

40.0
16.0
20.0
12.0
12.0
100.0

40.0
16.0
20.0
12.0
12.0
100.0

40.0
56.0
76.0
88.0
100.0

From the above table 4.16, it is observed that 40% of the respondents strongly disagree that they
are satisfied with the pay and the amount of work they do,16% disagree, 20% are neutral , 12%
agree, 12% strongly agree.
Majority of the respondents strongly disagree that they are satisfied with the pay and the
amount of work they do.

TABLE 4.17: Advancement on this job

Advancement on this job
Frequency

Valid

SDA
DA
N
A
SA
Total

16
32
23
13
16
100

Percent

Valid Percent

Cumulative Percent

16.0
32.0
23.0
13.0
16.0
100.0

16.0
32.0
23.0
13.0
16.0
100.0

16.0
48.0
71.0
84.0
100.0

From the above table 4.17, it is observed that 16% of the respondents strongly disagree that
there is a chance for advancement on this job,32% disagree , 23% are neutral , 13% agree, 16%
strongly agree.
Majority of the respondents disagree that there is a chance for advancement on this job.

TABLE 4.18: Freedom to use their own judgement

Freedom to use their own judgement
Frequency
Percent

Valid

SDA
DA
N
A
SA
Total

18
31
29
8
14
100

18.0
31.0
29.0
8.0
14.0
100.0

Valid Percent

Cumulative Percent

18.0
31.0
29.0
8.0
14.0
100.0

18.0
49.0
78.0
86.0
100.0

From the table 4.18, it is observed that 18% of the respondents strongly disagree that they have t
freedom to use their own judgement, 31% disagree, 29% are neutral , 8% agree , 14% strongly
agree.
Majority of the respondents are neutral to the statement that they have freedom to use their own
judgement.

TABLE 4.19: Own method of doing the job

Own method of doing the job
Frequency

Valid

SDA
DA
N
A
SA
Total

16
22
20
26
16
100

Percent

Valid Percent

Cumulative Percent

16.0
22.0
20.0
26.0
16.0
100.0

16.0
22.0
20.0
26.0
16.0
100.0

16.0
38.0
58.0
84.0
100.0

From the above table 4.19, it is observed that 16% of the respondents strongly disagree that they
have chance to try their own method of doing the job,22% disagree, 20% are neutral, 26% agree,
16% strongly agree.
Majority of the respondents agree that they have the chance to try their own method of doing the
job.

TABLE 4.20: Working condition

Working condition

Valid

SDA
DA
N
A
SA
Total

Frequency

Percent

Valid Percent

Cumulative Percent

15
20
28
20
17
100

15.0
20.0
28.0
20.0
17.0
100.0

15.0
20.0
28.0
20.0
17.0
100.0

15.0
35.0
63.0
83.0
100.0

From the above table 4.20, it is observed that 15% of the respondents strongly disagree that the
working condition is good, 20% disagree, 28% are neutral , 20% agree, 17% strongly agree.
Majority of the respondents are neutral to the statement that the working condition is good.

TABLE 4.21: Co-workers get along with each other

Frequency

Valid

SDA
DA
N
A
SA
Total

23
20
26
14
17
100

Co-workers get along with each other

Percent
Valid Percent
Cumulative Percent
23.0
20.0
26.0
14.0
17.0
100.0

23.0
20.0
26.0
14.0
17.0
100.0

23.0
43.0
69.0
83.0
100.0

From the above table 4.21, it is observed that 23% of the respondents strongly disagree about the
statement that way their co-workers get along with each other,20% disagree, 26% are neutral ,
14% agree , 17% strongly agree.
Majority of the respondents are neutral to the statement the that their co-workers get along with
each other.

TABLE 4.1.22: Praise they get for doing a good job

Praise they get for doing a good job
Frequency
Percent

Valid

SDA
DA
N
A
SA
Total

24
22
30
14
10
100

24.0
22.0
30.0
14.0
10.0
100.0

Valid Percent

Cumulative Percent

24.0
22.0
30.0
14.0
10.0
100.0

24.0
46.0
76.0
90.0
100.0

From the above table 4.1.22, it is observed that 24% of the respondents strongly disagree that
they have been praised for doing a good job,22% disagree, 30% are neutral,14% agree, 10%
strongly agree.
Majority of the respondents are neutral to the statement that they been praised for doing a good
job.

TABLE 4.1.23: Feeling of accomplishment they get from the job

Feeling of accomplishment they get from the job
Frequency
Percent

Valid

SDA
DA
N
A
SA
Total

13
21
21
24
21
100

13.0
21.0
21.0
24.0
21.0
100.0

Valid Percent

Cumulative Percent

13.0
21.0
21.0
24.0
21.0
100.0

13.0
34.0
55.0
79.0
100.0

From the above table 4.1.23, it is observed that 13% of the respondents strongly disagree that
they are satisfied with the feeling of accomplishment that they get from the job,21% disagree to
the statement 21% are neutral, 24% agree, 21% strongly agree.
Majority of the respondents agree that they are satisfied with the feeling of accomplishment
with that they get from the job.

TABLE 4.1.24: Age of the respondents

AGE

Valid

SDA
DA
N
A
SA
Total

Frequency

Percent

Valid Percent

Cumulative Percent

22
26
29
22
1
100

22.0
26.0
29.0
22.0
1.0
100.0

22.0
26.0
29.0
22.0
1.0
100.0

22.0
48.0
77.0
99.0
100.0

From the above table 4.1.24, it is observed that 22% of the respondents belong to the age group
of 20-25, 26% of the respondents belong to the age group of 25-30, 29% of the respondents
belong to the age group of 30-35, 22% respondents belong to the age group of 35-40 and 1% of
the respondents are above 40.
Majority of the respondents are under the age group of 30-35.

TABLE 4.1.25: Gender of the respondents

Gender

Valid

Female
Male
Total

Frequency

Percent

Valid Percent

Cumulative Percent

41
59
100

41.0
59.0
100.0

41.0
59.0
100.0

41.0
100.0

From the above table 4.1.25, it is observed that 41% of the respondents are female
and 59% respondents are male.
Majority of the respondents are male.

TABLE 4.1.26: Satisfied with digital printing services

Satisfied with digital printing services

Valid

SDA
DA
N
A
SA
Total

Frequency

Percent

Valid Percent

Cumulative Percent

35
21
16
9
19
100

35.0
21.0
16.0
9.0
19.0
100.0

35.0
21.0
16.0
9.0
19.0
100.0

35.0
56.0
72.0
81.0
100.0

From the above table 4.1.26, it is observed that 35% of the respondents strongly disagree that
customers are satisfied with digital printing services, 21% disagree, 16% are neutral , 9% agree ,
19% strongly agree.
Majority of the respondents strongly disagree that customers are satisfied with digital printing
services.

TABLE 4.1.27: Quality of digital printing services is excellent

Quality of digital printing services is excellent
Frequency
Percent

Valid

SDA
DA
N
A
SA
Total

5
31
19
20
25
100

5.0
31.0
19.0
20.0
25.0
100.0

Valid Percent

Cumulative Percent

5.0
31.0
19.0
20.0
25.0
100.0

5.0
36.0
55.0
75.0
100.0

From the above table 4.1.27, it is observed that 5% of the respondents strongly disagree that
customers are satisfied with digital printing services, 31% disagree, 19% are neutral, 20% agree,
25% strongly agree.
Majority of the respondents disagree that customers are satisfied with digital printing services.

TABLE 4.1.28: Price is nominal compared to others

Price is nominal compared to others
Frequency
Percent

Valid

SDA
DA
N
A
SA
Total

16
15
34
17
18
100

16.0
15.0
34.0
17.0
18.0
100.0

Valid Percent

Cumulative Percent

16.0
15.0
34.0
17.0
18.0
100.0

16.0
31.0
65.0
82.0
100.0

From the above table 4.1.28, it is observed that16% of the respondents strongly disagree that
price paid for printing services is nominal when compared to others,15% disagree, 34% are
neutral , 17% agree, 18% strongly agree.
Majority of the respondents are neutral about the statement that price paid for printing services
is nominal when compared to others.

TABLE 4.1.29: Digital printing has done according to the customers expectation
Digital printing has been done according to the customers expectation
Frequency
Percent
Valid Percent
Cumulative Percent

Valid

SDA
DA
N
A
SA
Total

11
27
22
25
15
100

11.0
27.0
22.0
25.0
15.0
100.0

11.0
27.0
22.0
25.0
15.0
100.0

11.0
38.0
60.0
85.0
100.0

From the above table 4.1.29, it is observed that 11% of the respondents strongly disagree that
digital printing has been done according to the customers expectation, 27% disagree, 22% are
neutral, 25% agree, 15% strongly agree.
Majority of the respondents disagree that digital printing has been done according to the
customers expectation.

TABLE 4.1.30: Customers fell that price is worth the quality

Customers felt that price is worth the quality
Frequency
Percent

Valid

SDA
DA
N
A
SA
Total

19
20
23
19
19
100

19.0
20.0
23.0
19.0
19.0
100.0

Valid Percent

Cumulative Percent

19.0
20.0
23.0
19.0
19.0
100.0

19.0
39.0
62.0
81.0
100.0

From the above table 4.1.30, it is observed that 19% of the respondents strongly disagree that the
price paid for the printing services is worth the quality, 20% disagree, 23% are neutral, 19%
agree, 19% strongly agree.
Majority of the respondents are neutral to the statement that the price paid for the printing
services is worth the quality.

TABLE 4.1.31: Recommend to others

Recommend to others
Frequency

Valid

1
2
3
4
5
Total

21
18
24
22
15
100

Percent

Valid Percent

Cumulative Percent

21.0
18.0
24.0
22.0
15.0
100.0

21.0
18.0
24.0
22.0
15.0
100.0

21.0
39.0
63.0
85.0
100.0

From the above table 4.1.31, it is observed that 21% of the respondents strongly disagree that
they would recommend digital printing services to relatives, friends, or colleagues ,18%
disagree, 24% are neutral, 22% agree, 15% strongly agree.
Majority of the respondents are neutral to the statement that they would recommend digital
printing services to relatives, friends, or colleagues.

4.2NORMALITY TEST:

An assessment of the normality of data is a prerequisite for many statistical tests because
normal data is an underlying assumption in parametric testing. Hence, a test of normality has
been done to assess the normality of data.

Tests of Normality

consumer_beha

Kolmogorov-Smirnova
Statis
Df
Sig.

Shapiro-Wilk
Statis
df

Sig.

tic
.177

tic
.939

.630

100

.131

100

viour
A. Lilliefors Significance Correction
The above table presents the results from two well-known tests of normality, namely the
Kolmogorov-Smirnov Test and the Shapiro-Wilk Test. As Shapiro wilk test is more
appropriate for small sample size, the results of Shapiro wilk test is taken to test the normal
distribution. If the significance. value of the Shapiro-Wilk Test is greater than 0.05, the data
is normal. If it is below 0.05, the data significantly deviate from a normal distribution. As
the sig. value is greater than 0.05, it could be concluded that the data is normally distributed.

4.3 Reliability Statistics:

Cronbach's alpha is the most common measure of internal consistency ("reliability"). It is
most commonly used to determine the internal consistency of multiple Likert questions in a
survey/questionnaire that form a scale has been used to collect data.

Reliability
Statistics
Cronbach'

of

s Alpha
.766

Items
26

If the Cronbach's alpha is 0.6 or more, it indicates a high level of internal consistency for the
questions in a questionnaire. As cronbachs alpha is 0.766 , it could be concluded that there
is a high level of internal consistency and the questionnaire is reliable.

4.3Correlation

Correlation is a statistical measure that indicates the extent to which

two or more variables fluctuate together. A positive correlation
indicates the extent to which those variables increase or decrease in
parallel; a negative correlation indicates the extent to which one
variable increases as the other decreases.

Correlations

Job
satisfa
ction

Pearson Correlation
Sig. (2-tailed)

Job

Service

satisfactio

quality

n
1

.938

100

.002
100

Servic

Pearson Correlation

.938

Sig. (2-tailed)

.002
100

100

qualit
y

Pearsons r value between the variables service quality and job satisfaction is positive
(0.938), it could be concluded that when the job satisfaction increases service quality of the
employees also increases. It can also be seen from the correlation analysis the p-value is less
than 0.05 indicating the statistically significant correlation between job satisfaction and
service quality

FINDINGS:
Majority of the respondents are male.
Majority of the respondents are under the age group of 20-25.

 Majority of the respondents are married.

Majority of the respondents strongly disagree that the employees being able to keep
busy all the time.
Majority of the respondents disagree that employees have chance to work alone on the
job.
Majority of the respondents are neutral about the statement that they have chance to do
different things from time to time.
Majority of the respondents are satisfied that there is a chance to be somebody in the
community.
Majority of the respondents are neutral about the statement that they are satisfied with
the way their boss handle his or her workers.
Majority of the respondents are neutral about the statement that their superior is
competent in making decision.
Majority of the respondents disagree that they are being able to do many things on the
job that dont go against their conscience.
Majority of the respondents are neutral about the statement that they are satisfied with

the way their job provides for steady employment.

Majority of the respondents agree that they have chance to do things for other people

working with them.

Majority of the respondents are neutral about the statement that they have chance to tell
people what to do working at office.
Majority of the respondents disagree that they have chance to do something that makes
use of their abilities in their job.
Majority of the respondents are neutral about the statement that they are satisfied with
the way company policies are put into practice.
Majority of the respondents strongly disagree that they are satisfied with the pay and the
amount of work they do.
Majority of the respondents disagree that there is a chance for advancement on this job.
Majority of the respondents are neutral to the statement that they have freedom to use
their own judgement.
Majority of the respondents agree that they have the chance to try their own method of
doing the job.
Majority of the respondents are neutral to the statement that the working condition is
good.
Majority of the respondents are neutral to the statement the that their co-workers get
along with each other.

 Majority of the respondents are neutral to the statement that they been praised for doing
a good job.
Majority of the respondents agree that they are satisfied with the feeling of
accomplishment with that they get from the job.
Majority of the respondents are under the age group of 30-35.
Majority of the respondents are male.
Majority of the respondents strongly disagree that customers are satisfied with digital
printing services.
Majority of the respondents disagree that customers are satisfied with digital printing
services.
Majority of the respondents are neutral about the statement that price paid for printing
services is nominal when compared to others.
Majority of the respondents disagree that digital printing has been done according to the
customers expectation.
Majority of the respondents are neutral to the statement that the price paid for the
printing services is worth the quality.
Majority of the respondents are neutral to the statement that they would recommend
digital printing services to relatives, friends, or colleagues.
From the normality test it is found that the data is normally distributed.
From the reliability test it is found that there is a high level of internal consistency and
the questionnaire is reliable.
From correlation it is concluded that when the job satisfaction increases service quality
of the employees also increases.

SUGGESTIONS:

The organization can provide the employees with financial and non financial

incentives apart from basic salary inorder to motivate them to work effectively.
Promote team building-encourage team building activities among workers

groups to create trust and acceptance.

Provision of reasonable wages plays an important role in improving the standard
of living. This single factor is important for a worker than any other. So, the
company must provide adequate wages to the workers.

CHAPTER-5
SUMMARY AND
CONCLUSION

CONCLUSION AND SUMMARY:

Job satisfaction is a variable matter. It usually depends on the mind of employee/worker.
Positive attitude regarding to any work of a person is stated as job satisfaction. It is a mental
condition of a person to any type of work. Someone may feel satisfaction to a work and in
contrary another person may feel unsatisfactory to the same work depending on their attitude
regarding the work/job.
Job satisfaction is a positive approach about ones resulting from an evaluation of its
characteristics. Job satisfaction represents an attitude rather than behavior. They believe that
satisfied employees are more productive than dissatisfied has been a basic tenet. A person
with a high level of job satisfaction holds positive feelings about the job . when people speak

of the employee attitudes more often than not they mean job satisfaction. It is very tough job
for HR department to ensure job satisfaction among staff. Employees will not just be happy
with pay cheque, a good position and prestige. They also want a constant feeling of well
being, demand better work and family life balance, and look to the organization for fulfilling
even their community needs. These highlighted expectations result in dissatisfaction, and
finds true job happiness remains an unfulfilled dream all the job hopping not withstand. Any
organization success and growth depends on employees. The company may have rich
resource of capital, material, infrastructure, machines and technology but if the quality of
manpower is not good the organization cannot succeed .Employee welfare plays a vital role
in every organization.

SUMMARY:
Job satisfaction describes how content an individual is with his or her job. It i s a r e l a t i v e l y
r e c e n t t e r m s i n c e i n p r e v i o u s c e n t u r i e s t h e j o b s a v a i l a b l e t o a particular
person were often predetermined by the occupation of that persons parent. There
are a variety of factors that can influence a persons level of job s a t i s f a c t i o n .
S o m e o f t h e s e f a c t o r s i n c l u d e t h e l e v e l o f p a y a n d b e n e f i t s . Satisfied
employees play an active role in the growth of a company. Employees who are highly satisfied
with the job ensure quality service. This study analyzes the satisfaction level of the employees
and its impact on the digital printing quality at digital India
Digital technology is changing the competitive landscape of the commercial printing market.
Prices for digital color pages are falling below offset printing prices and companies who fall

behind in the shift to digital printing are at risk. Commercial printers produce magazines, phone
books, labels, advertising brochures, catalogs, newspaper inserts, direct mail marketing pieces,
corporate reports and other financial printing, training manuals, promotional materials, and
business forms. Digital India first specialized in general corporate signage. From this position
they were early to recognize the opportunity for digital imaging, and its specific application to
large format printing for both internal and external applications.
The main purpose of this study is To gauge the level of job satisfaction of employees .To
analyze the effects of intrinsic, extrinsic and general job satisfaction on the printing quality.To
offer valuable suggestions to improve the satisfaction level of employees. This study adopted
descriptive research design. The questionnaire was distributed to 100 customers. The statistical tools used in this
study are percentage analysis, normality test, reliability statistics and correlation.

ANNEXURE

QUSTIONNAIRE ON EMPLOYEE JOB SATISFACTION

GENDER :

male ,female

AGE : 20-25, 25-30, 30-35, 35 above

MARITAL STATES

: married ,unmarried

SDA-strongly disagree, DA-disagree, N-neutral, A-agree, SA-strongly

agree.
SD
A
1. Being able to keep busy all the time
2. The chance to work alone on the job
3. The chance to do different things from
to time
4. The chance to be somebody in the
community
5. The way my boss handle his/her workers
6. The competence of my supervisor in
making
Decision
7. Being able to do things that dont go
against my
Conscience
8. The way my job provides for steady
employment
9. The chance to do things for other
people
10. The chance to tell people what to do

11.The chance to do something that

makes use of my
Abilities
12. The way company policies are put into
practice

DA

SA

13. My pay and the amount of work I do

14. The chances for advancement on this
job
15. The freedom to use my own judgment
16. The chance to try my own method of
doing the
Job
17. The working condition
18. The way my co-workers get along with
each other
19. The praise I get for doing a good job
20. The feeling of accomplishment I get
from the job

QUESTIONNAIRE ON PRODUCT AND SERVICE QUALITY

AGE: 20-25 ,25-30 ,30-35, 35 -35,40 above.

GENDER: female , male
MARITAL STATUS:
SDA- strongly disagree ,DA- disagree ,N-neutral ,A-agree ,SA- strongly agree
SD
A

1. I am satisfied with digital printing services

2. The quality of this digital printing services is
excellent
3. Price paid for the printing services is nominal
when compared to others
4. Digital printing has done according to my
expectation
5. I personally fell that price paid for the printing
services is worth the quality
6. I recommend this digital printing services to
relatives, friends, or colleagues.

DA

SA