Thapar University

Patiala

REPORT FILE
for

UHU005 HUMANITIES FOR ENGINEERS

on
Self Esteem and Customer Satisfaction

SUBMITTED BY SUBMITTED TO
Name Roll No.
Aayush Vohra 101504004
Aayush Rai Anand 101504005 Ms. Shweta Dogra
Abhijeet S. Bhatia 101504006
Anmol Saluja 101504021
 Acknowledgment
We would like to take this opportunity to appreciate the effort of the
faculty members without the assistance of whom this project could
not have been possible. Throughout this project we have gained
much knowledge about opinion of people about themselves.
We would like to show our gratitude and appreciate the support that
we received from Ms.Shweta Dogra with the guidance of whom we
were able to get complete this project report and understand the
the concept of self esteem and customer satisfaction.
 ABSTRACT

This project comprises of studies done on the concepts of self esteem

and customer satisfaction individually and how they are inter related.
Data is collected from 40 respondents. While much is known about
the psychological experience of customer mistreatment of the
employeefairness and resource lossless is known about the
implications of customer mistreatment for the employees sense of
self. This research is an insight into the mind of the consumer, with
the help of which the organizations will become aware of their
pitfalls and in turn can also make improvements in the product
regarding the level of satisfaction of the consumers towards their
offerings in the market place.
 Chapter-1
INTRODUCTION
SELF ESTEEM

When you esteem something you respect it and admire it because it has
positive qualities which you value. Self esteem means how you regard and
value yourself.

Having low self esteem would mean that you do not respect or value yourself
highly. If you feel like this about yourself you will not feel in control and
negativity may take hold of you. Your confidence may be low also and so you
will not believe in your ability to be successful. You may be more likely to
believe other peoples negative comments rather than trust your own
opinions.

It is possible to have too much confidence and pride, but too much self
esteem? I dont think so. If you do not know your limits and have unrealistic
confidence then you may be heading for a big fall. In the same way, pride can
result in a large ego and if things do not go according to how you expect, you
may really get hurt. As with everything else, you need balance and self esteem
will give you that.

There is more to self esteem than first meets the eye. On the one hand,
someone may clearly lack confidence and have a low opinion of themselves,
whereas, some people may appear to have confidence but their efforts to take
charge and be in control is a cover for their low self esteem. Many of these
people do not admit to themselves that they have any problem and continue
to aggressively appear full of self esteem. There are many people who have
leadership positions who deep down have low self esteem despite pretending
to be someone who is in control and who makes decisions confidently. This will
lead to a lot of stress and pain as the pretence is covering up the real person
inside. You will see the true reality of this kind of person when they face real
problems and when things go wrong. They will be unable to accept any
criticism and demand others do what they say without question.
 Customer Satisfaction

Whether the buyer is satisfied after purchase depend on the offers performance
in relation to the buyer expectation. In general satisfaction is a person's feelings
of pleasure or disappointment resulting from comparing a products perceived
performance relation to his/her expectations. If the performance falls short of
expectation, the customer is dissatisfied. If the performance matches the
expectation customer is satisfied. If the performance exceeds the expectation the
customer is highly satisfied.

Customer satisfaction is a business term, is a measure of how products and

services supplied by a company meet or surpass customer expectation. It is seen
as a key performance indicator within business and part of the four prospective
of balanced score card.

Customer satisfaction cannot be very difficult. After all you either satisfied with
the services you receive or you are not. If you dont you are not. If it is that
easy, then obtaining people's opinion about how satisfied they are with
relatively straight forward matter- or is it?. It is a marketing tool and a definite
value added benefit. It is often perceived by customers as important as the
primary product or service your organisation offers.

The study is based on a survey done on customers of a hypermarket named big

bazaar.Big bazaar is a new type of market, which came in to existence in India
since 1994. It is a type of market where various kinds of products are available
under one roof. My study is on determining the customers demand for big
bazaar and the satisfaction level of customers in big bazaar. The study will find
out the current status of big bazaar and determine where it stands in the
current market.
 Chapter-1
REVIEW OF LITERATURE

SELF ESTEEM(By Karl Perera)

Primarily in this article,Perera tells

WILLIAMS 2012

Primarily, this experiment sought out to answer the following 3 questions: Will female
employees have a different ideal supervisor prototype than male employees? Will employees
with a supervisor of the same sex be more satisfied than employees with a supervisor of the
opposite sex? Will employees with more work experience be more satisfied with
transformational leaders compared to employees with less work experience? The results
found from this study provides the answer yes to question 1, and no to questions 2 and 3.
Results also demonstrated a significant relationship between employee satisfaction and
employee work experience. No other significant results were concluded. Women are equally
comfortable working with supervisors of opposite gender. However, there are cases where
women are sexually & emotionally harassed by co-workers or superiors of opposite sex.

RAST, TOURANI 2012

Although employees are moderately satisfied with present pay, this factor got low rank
among employees of these three companies. So, it can be concluded that employees are not
sufficiently satisfied with their present pay. On the other hand, satisfaction with supervision
was placed in top rank factors in all three companies. It can be concluded that supervisors
play their role relatively good. The other objective of this research was to investigate effect of
gender on employees satisfaction. The result shows that there was no significant difference
between male and female employees satisfaction. In addition, there was no significant
difference between male and female respondents toward each facet of job satisfaction. There
is however a difference between males & females. It is seen that satisfaction is more in
females than males. Furthermore, for more than half of employees are dissatisfied with
present pay, while only 2 percent are highly satisfied with their present pay system. Based on
responses to the questionnaire statements related to present pay factor, most of employees in
airline1 believe that their salary is not adequate for their daily expenses and the company
don't pay fair amount of money for the work they do.

KIFLE, KLER

Gender differences in workplace satisfaction in Australia is evident and requires further

investigation. In particular, the role of expectations needs to be incorporated into further
analysis on this issue given the prominent role it plays in forming hypotheses regarding
gender differences with respect to workplace satisfaction. As well, an econometric evaluation
of female self-selection is required (as opposed to our statistical observation) in order to
strengthen results. At the moment however, this will require abandoning the ordered probit
model for a probit model that can handle for sample selection bias, and thus trade off any
potential loss of information for further information on self-selection bias.

Females enjoy higher levels of workplace satisfaction compared to males with the exception
of satisfaction with job flexibility. We suspect this is due to their lower expectations, but the
dataset is unable to study this matter further. As well, we found no preliminary evidence of
females self-selecting into employment, suggesting that gender differences with respect to
workplace satisfaction is largely due to differing characteristics between males and females
rather than within female groups themselves.

THAKUR, 2014

There is positive relationship between employee engagement and job satisfaction in IT sector
or employee engagement effect positively on job satisfaction. This can be concluded that
among the former work motivation can be improved through increasing job authority and
accountability. At the clerical level, rewards and sanctions are significantly associated with
job involvement. Besides highlighting the level of engagement, the study has identified the
predictors of organizational commitment, which was used as an important manifestation of
employee engagement. The study has revealed that the level of employee engagement in this
organization is quite modest. Three factors, namely, pay, job content and objectivity are
found to be the predictors of employee engagement.
AYDIN,2009

Spiritual leadership does not have as much considerable effect as the cultural dimensions on
employee satisfaction in metal working area. There may be many factors causing this. This is
an important discussion area. Future studies may analyze the reasons why spiritual
leadership is less important than organizational culture in this sector. We believe that the
results of this study may be useful for metal working firms as well as other globally acting
organizations in planning their strategic maps and increasing their effectiveness.

MAURIZIO PUGNO SARA DEPEDRI ,2009

The purpose of this paper was to check Job performance and job satisfaction among the
employees. According to their report, Job performance is found to be positively correlated
with job satisfaction. This paper proposed an approach to solve the issues by (i) conducting a
survey, (ii) proposing a simple economic framework within which to explain the puzzles. The
key idea behind this framework is that intrinsic motivations and self-esteem for both job
satisfaction and job performance. it stated that employers should use incentives and controls
to enhance performance of their employees.

ELTON MAYO, (1924-1933)

This study's aim was to show how changes in work conditions temporarily increase
productivity. According to this, people work for purposes other than pay, so many researchers
started investigating and came up with factors that affect job satisfaction (health and safety,
job nature, job security, promotion, payment) and outcomes of it. The findings of this study
indicated that psychological, physical and environmental factors affect job satisfaction of
both men and women.

MUHAMMAD RIZWAN 1, WAQAS MEHMOOD KHAN

The main objective of this research report is to find the crucial problems, faced by the
employees while working in organizations and find the ways how we make our employees
loyal with their organization. The purpose of this research is to elaborate the key factors
which are useful for the satisfaction of the employees i.e. workplace environment, reward and
recognition, training and development and team work. These factors help to make the policies
effective and through this effectiveness, efficiency takes place in the management process.
The survey was conducted in 2012 and covered 200 employees within the territory of Punjab
in Pakistan.
DR RUCHI JAIN, 2014

She conducted a survey of workers in dominoes across 70 countries. According to it, the
work environment can implicate the social relation at workplace and also maintain the
relationship between colleague, supervisor and the organisation. A satisfied, happy and
hardworking employee is biggest asset of any organisation. Employees of Dominos were
basically well satisfied with these factors: work environment, duties and responsibilities,
refreshment & recreation facility, grievance handling procedure, fun at workplace, health &
safety facility.

EKTA SINHA, 2013

She conducted a research to measure the satisfaction level of employees with reference to
KRIBHCO, Surat. She performed factor analysis to reduce the data and non-parametric tests.
This report concluded that a few important factors like welfare measures, role clarity,
freedom of decision making and recognition were necessary to measure employee
satisfaction.

CATERINA C. BULGARELLA, 2005

This report highlighted the relationship between employee attitudes and customer
satisfaction. It tells us how employees feel about their job that has an impact on their work
experience. It also contained the answers to question like What should organizations do to
ensure high job satisfaction among their employees?.

RICHARD P. VLOSKY,1997

Employee satisfaction is an important issue for management and employees in any

organizational setting. They developed a generalized model of employee satisfaction and
tested it for both female and male U.S Extension employees. According to the results,
it indicated that there were no differences in the employee satisfaction between genders.

JITENDRA KUMAR SINGH,2013

This report focused on the happiness of workers. According to it employee job satisfaction is
essential to keep workforce engaged and motivated but there were certain factors
like environmental pressures, rising health cost that posed a challenge in their research. It also
contained the various ways by which one can maximize employee satisfaction.

AFSHAN NASEEM1, SADIA EJAZ SHEIKH2 AND PROF. KHUSRO P. MALIK,2011

The purpose of this study was to observe the relationship between employee satisfaction and
customer satisfaction and to examine the impact of both on organizational success. This study
scrutinizes the effects of different factors of organization which affects the employee
satisfaction. The data was collected through self-administrated questionnaire which contained
multiple choice questions and open-ended questions. Results revealed a great deal of
employees (hotel workers) satisfaction s where customers also had expressed satisfaction
with existing services.it seems reasonable to believe that understanding of employee role is
extremely important as it appears key factor in the success of modern organization.

OBJECTIVE

The objective of the report is as follows:

To know the employee satisfaction towards the facilities.

To study employees perception towards organization

To identify the factors which influence the job satisfaction of employees.

To identify the factor which improves the satisfaction level of employees.

To study the attitude of employees towards their work

To offer valuable suggestions to improve the satisfaction level of employees.

HYPOTHESIS

Women report equal or greater job satisfaction than men in spite of objectively inferior jobs.
Women hold jobs that are, on average, inferior in many respects to those held by men.
Women comparatively have less autonomy, closer supervision & more limited promotional
opportunities than men. Yet women's attitudes towards their jobs are often more favorable
than men's. Few differences between men and women in the determinants of job satisfaction
when considering job characteristics, family responsibilities, and personal expectations. Little
support is found for theories that men and women: (1) focus on different aspects of work in
arriving at a given level of job satisfaction; (2) differentially condition their job satisfaction
according to the extent of their family responsibilities; and (3) employ different personal
expectations in evaluating their jobs. Two alternative explanations for women's relatively
positive job attitudes are considered. First, women may arrive at a higher level of job
satisfaction than men by using different comparison groups. Second, men may be more
willing to verbalize dissatisfaction with work because of different socialization. The most
likely explanation is that these processes operate in conjunction to produce greater reported
job satisfaction among women.

METHODOLOGY

REFERENCES
1.) SELF ESTEEM ARTICLE(by Karl Perera)

http://www.more-selfesteem.com/selfesteemarticle.htm

2.) The Value Of Self-Esteem in Positive Psychology(by Teresa)

https://positivepsychologyprogram.com/self-esteem/

3) Answering Misconceptions about Self-Esteem(Nathaniel Branden)

http://www.nathanielbranden.com/answering-misconceptions-about-self-esteem

4.)Self esteem,Naricism and aggression(Roy F. Baumeister,brad J. Bushman)

5.) Loyal customers dont quit... Satisfied customers do.( By Theo Muller

)
http://mm-research.com/Customer+Satisfaction+Article

6.) The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and

TriggersonCustomer Retention(Anders Gustaffsson, Michael D. Johnson)

http://scholarship.sha.cornell.edu/cgi/viewcontent.cgi?article=1424&context=articles

7.) The three Cs of customer satisfaction: Consistency,

consistency, consistency
By Alfonso Pulido, Dorian Stone, and John Strevel
http://www.mckinsey.com/industries/retail/our-insights/the-three-cs-of-customer-satisfaction-
consistency-consistency-consistency

8.) What is Customer SatisfactionReally?(Marco Paceli)

http://www.businessinsider.com/what-is-customer-satisfactionreally-2011-9?IR=T

A Self-Esteem Threat Perspective on the Downstream Customer

9.)
Consequencesof Customer Mistreatment(Rajiv K. Amarnani)

https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&ved=
0ahUKEwj7vObT5LPTAhVMqI8KHR1wBwEQFgg0MAA&url=https%3A%2F%2Fopenresearch-
repository.anu.edu.au%2Fbitstream%2F1885%2F102563%2F1%2FAmarnani%2520Thesis%252020
16.pdf&usg=AFQjCNERp6AVMJddrVpoT8r3mOtvpwdnUg&sig2=OiHx3UGIKWZns3afEEKT6g

10.) The emotional impact of customer service-(by Brian Amble)

http://www.management-issues.com/news/6582/the-emotional-impact-of-customer-service/

11.)Self Esteem, Customer Identification and Willingness to Pay Price

Premium: Evidence from Young Consumers Market(Abednego Feehi Okoe,
Henry Boateng, Fidelis Quansah and Asante Bismark Omane)

http://scialert.net/abstract/?doi=ajm.2015.27.37

12.) The Impact of

Customer Satisfaction
and Relationship Quality
on Customer Retention:
A Critical Reassessment
and Model Development
(Thorsten Hennig-Thurau and Alexander Klee
University of Hanover)

http://www.utar.edu.my/fes/file/Abstract-%20Song%20Hooi%20Min.pdf

13.) SELF-ESTEEM IN THE HANDS OF SOCIETY An analysis of the main societal

factors that influence our self-esteem( SHERWIN B. NULAND, JACK KANOUZI )
http://bioethics.yale.edu/sites/default/files/files/SELF%20ESTEEM%20IN%20THE%20HANDS%20OF
%20SOCIETY-1.pdf

Does High Self-Esteem Cause Better Performance,

14.)

Interpersonal Success, Happiness, or Healthier Lifestyles?

Roy F. Baumeister, Jennifer D. Campbell, Joachim I. Krueger, Kathleen D. Vohs

http://journals.sagepub.com/doi/abs/10.1111/1529-1006.01431