SHRI RGP GUJARATI PROFESSIONAL

INSTITUTE, INDORE

A
MAJOR RESEARCH PROJECT
ON

“A COMPARATIVE STUDY OF JOB SATISFACTION

BETWEEN THE EMPLOYEES WORKING IN AIRTEL AND VODAFONE
WITH SPECIAL REFRENCE TO
INDORE CITY”

For the partial fulfilment of degree of

Master of Business Administration

DEVI AHILYA VISHVAVIDHYALAYA INDORE (M.P.)

SUBMITTED TO: - SUBMITTED BY:-

DR. SHRADDHA SHARMA DHRUVIT BHATT

MBA 4TH SEM
FIN. AND MARKETING

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 ACKNOWLEDGEMENT

I owe a great many thanks to a great many people who helped and supported me during the
project Apart from the efforts of me, the success of any project depends largely on the
encouragement and guidelines of many others. I take this opportunity to express my gratitude to
the people who have been instrumental in the successful completion of this project.

My deep sense of gratitude to my Faculty and Guide of the project prof.- sapna
premchandani for guiding and correcting various documents of mine with attention and
care. He has taken care to go through the project and make necessary correction as and when
needed.

I would also thank my Institute and my faculty members without whom this project would have
been a distant reality. I also extend my heartfelt thanks to my family and well wishers.

DHRUVIT BHATT

(MBA IVth SEM)

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 DECLARTION

I Dhruvit Bhatt hereby that the major research projects entitle “A COMPARATIVE STUDY OF JOB
SATISFACTION BETWEEN THE EMPLOYEES WORKING IN AIRTEL AND VODAFONE WITH
SPECIAL REFRENCE TOINDORE CITY” is my own research work conducted under the guidance
of Dr. SHRADDHA SHARMA department of Management studies .SHRI GUJARATI
PROFESSIONAL INSTITUTE COLLEGE Indore.

Dhruvit Bhatt

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 TABLE OF CONTENTS

S. No. Topic Page No.

1 Chapter 1 – Introduction 5

2 Chapter 2 –Literature Review 11

3 Chapter 3 –Objectives of the study 14

4 Chapter 4 –Research Methodology 15

5 Chapter 5 –Data Analysis and Interpretation 16

6 Chapter 6–Questionnaire 18

7 Chapter 7 –Conclusion 31

8 Chapter 8 –Limitation 31

9 Chapter 9 –Bibliography 32

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INTRODUCTION

Customer satisfaction is the degree of satisfaction provided by the good or services of a company
as measured by the number of repeat customers.
Customer satisfaction survey is a Processor discovering whether or not a company 'customers
are happy or satisfied with the products or services received from the company. It may be
conducted facet o face, over the phone, via email or internet, or on hand written forms. Customer.
Answers to questions are then used to analyse whether or no changes need to be made in business
operations to increase overall satisfaction of customers. It is defined as "the number of
customers, or percentage of total customers, whose reported experience with a firm, its products,
or its services exceeds specified satisfaction goals. In a competitive marketplace where
businesses compete for customers.

Job Satisfaction

Job satisfaction can be evaluated according to a worker’s expectations, value and reward (Evans,
1998); and can be established by differentiating between the person’s expectations and the
personal fulfilment that he or she gets out of a job (De Beer et al., 2007; Evans, 1997). However,
Kalleberg (1977) identifies the reward of a job and its concomitant value as the most important
predictors of job satisfaction, when job satisfaction is seen as the employee’s general orientation
towards the different job roles he or she represents. This contradiction of ideas surrounding job
satisfaction might come to play an important role when one ascertains the level of job
satisfaction amongst special needs teachers.
De Beer et al. (2007) and George et al. (2008) argue that job satisfaction within company is
influenced by factors such as the person’s own experience, his or her demographic circumstances
and personality, as well as physical, psycho-social, emotional and economic factors. Santos
(2002) subdivides these factors into psychological variables (like motivation, self worth, sense of
autonomy and satisfaction with own life) and personal and professional variables. Santos (2002)
goes further and describes the influence that age, gender and experience within education have

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on job satisfaction. Billingsley (2004) and George et al. (2008)maintain that job satisfaction can
be determined by both intrinsic and extrinsic factors: where intrinsic factors are mainly
determined by a person’s motivation and can include non-material recognition for work done;
and where extrinsic factors include the work-environment, supervision and working conditions.
Therefore, if a employee is satisfied that his or her work contributes to the company aims, an
intrinsic reward is received for the work done; and if he or she feels that his or her particular
professional status is recognised, a high level of job satisfaction will be experienced according to
De Beer et al. (2007) and Vroom (1967)
Taking the aforementioned into consideration, job satisfaction can be described when employees
are motivated to do their jobs as well as possible together with having a high level of morale (De
Beer et al., 2007
When the above-mentioned is taken into account, change is seen as one of the most important
factors that might influence employees job satisfaction. Therefore, if change is a negative
experience, a employees satisfaction will be affected negatively. According to research on main
stream employees conducted by Chrisholm (2004) and Motala and Pampillis (2002), the
implementation of OBE has caused employees to experience their situation as negative; and this
has led to a decline in the general level of job satisfaction amongst employees.
Several factors have been identified by Billingsley (2004), and Stempien and Loeb (2002) as
indicators of the lack of job satisfaction amongst special company employees with special
reference to their working conditions (overcrowded company, the lack of electricity and
inadequate sanitation — or the lack thereof). These factors are age, reward, physical resources
and the level of stress experienced. Research also shows that neither race nor gender has any
significant influence on the resignation figures (Kaff, 2004). Billingsley (2004) argues that
employees ’salaries play an important role in their job satisfaction and that employees earning a
higher salary would rather commit to their jobs than those earning lower salaries.

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COMPANY PROFILE

BhartiAirtelLtd is one of the world's leading providers of telecommunication services with

presence in 19 countries including India & South Asia and Africa. The company is the largest
wireless service provider in India, based on the number of customers. The company offers an
integrated suite of telecom solutions to its enterprise customers, in addition to providing long
distance connectivity both nationally and internationally. The Company also offers Digital TV
and IPTV Services. All these services are rendered under a unified brand 'Airtel' either directly or
through subsidiary companies.

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Vodafone group is a mobile communication company which provides service to mobile voice,
messaging, data and fixed line. The company money transfer service Mpesa enables people in
emerging markets, to send and receive money through a mobile phone. Vodafone India Limited,
formerly Vodafone Essay Limited, is the second largest mobile network operator in India After
Airtel by subscriber base. It is headquartered in Mumbai, Maharashtra. It has approximately 173
million customers as of September 2014. It offers both. Prepaid and Post Paid GSMcellular
phone coverage throughout India with good presence in the metros.

INFERENCE:
From the above table1, it is inferred that majority (54%) of the respondents who fall between the
age of 18-25 are the customers of Airtel and Vodafone. Majority (76%) of the respondents are
male. Majority (58%) of the respondents belongs to the student category.

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INTRODUCTION:
AIRTEL
Human Resource Management is an art of managing people at work in such a manner that they
give their best to the organization. In simple word human resource management refers to the
quantitative aspects of employees working in an organization.
Human Resource Management is also a management function concerned with hiring, motivating,
and maintains people in an organization. It focuses on people in organization.
The most important factor in achieving the goals of any organization or institution is man power
and doubtlessly the success and progress of any organization / institution depends on its human
resources. The educational institutions are one of the organizations in which most of the human
resources are hard working and committed individuals.
A successful business system requires a high quality employee staff. It is well known that for
proper business success in the country, high quality employees are a primary necessity. One step
in developing a high quality staff is to understand the factors associated with working quality and
retention. One of these factors is job satisfaction, which has been studied widely by
organizational researchers and has been linked to organizational commitment as well as to
organizational performance (Ostroff, 1992 and Mathieu).
Job satisfaction has been defined as a general attitude toward one’s job. It is in regard to one’s
feelings or state–of-mind regarding the nature of their work. According to Robbins (1997), job
satisfaction is the difference between the amount of rewards employees receive and the amount
they believe they should receive. Again Mobey and Lockey (1970) opined job satisfaction and
dissatisfaction are function of the perceived relationship between what one expects and obtains
from one’s job and how much importance or value one attributes to it.
A well known and successful business system requires a shining, reputed and high quality
employees staff. The role of employees is very much important. The job satisfaction is very
broader concept in every profession. Locke (1976) defined job satisfaction as “a pleasurable or
positive emotional state, resulting from the appraisal of one’s job experiences.” In most studies
job satisfaction is described as how people feel about their jobs and its different aspects.
Rao said that the quality or effectiveness of employees is considered to be associated with his
satisfaction towards his profession and its values. A employees, who is happy with his job, plays
a pivotal role in company. Well adjusted and satisfied employee can contribute a lot to the well
being of his/her pupils. An unsatisfied employee can become irritable and may create tensions

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which can have negative influence on the other employees working process and it consequently
affects their academic growth. If the employees are satisfied they would produce superior quality
performance in optimal time and lead to growing profits. Thus, the current study aims at
comparing the job satisfaction of employees at different level with the hypothesis that there will
be significant difference in job satisfaction of employees at different set-ups.
Job satisfaction represents a combination of positive or negative feelings that workers have
towards their work. Schermerhorn (1993) defines job satisfaction as an affective or emotional
response towards various aspects of an employee’s work. The author emphasises that likely
causes of job satisfaction include status, supervision, co-worker relationships, job content,
remuneration and extrinsic rewards, promotion and physical conditions of the work environment,
as well as organisational structure.
Similarly, Mc Namara points out that job satisfaction refers to an individual’s feeling or state of
mind giving heed to the nature of the individual’s work. The author further explains that job
satisfaction can be influenced by a diversity of job dimensions, inter alia, the quality of the
employee’s relationship with their supervisor, the status of the physical environment in which the
individual works, degree of fulfilment in work.
According to Robbins and Sanghi (2006) “Job satisfaction is collection of feelings that an
individual holds toward his or her job.” The same was contributed by Masud Ibn Rahman
(2008) that “Job satisfaction is defined as a general attitude toward one’s job. It is in regard to
one’s feelings or state of mind regarding the nature of their work.”
In defining job satisfaction as the degree to which people like their jobs Sector (1997) further
stated that some enjoy work and find it to be a central part offline, while others hate work and do
so only because they must. Job satisfaction then can be important to those who are in an
organization and those who study organizations because it allows the workers and researchers to
look at aspects of job satisfaction in the organization and work to increase those aspects that lead
to job satisfaction. Those who study job satisfaction in organizations do so for two reasons:
1. Job satisfaction is relevant for all those who are interested in the subjective evaluation of
working conditions such as responsibility, task variety, or communication requirements
because job satisfaction is strongly caused by such conditions.
2. Job satisfaction is also important because it is closely linked to outcome variables such as
absenteeism, inefficiency, counterproductive behaviour, or lack of leadership (Dormann
& Zapf, 2001).

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 REVIEW OF LITERATURE:

ESM allows for a more precise determination of which activities motivate employees and lead to
their job satisfaction. Conventional survey data, in conjunction with ESM data, was used to
increase the sample size, provide demographic data and examine employees attitudes. Findings
may prove useful in determining what increases motivation and job satisfaction levels.
Job satisfaction can be influenced by variety of factors. Opkara (2002) described that “Factors
such as pay, the work itself, supervision, relationships with co-workers and opportunities for
promotions have been found to contribute to job satisfaction.” Working hours and nature of work
both are the primary contributors to job satisfaction.
Research completed by Balzer et al. (1997) suggests that “satisfaction with one’s work tasks is
the greatest predictor of overall job satisfaction.” Much of the previous research exploring job
satisfaction suggests that satisfaction with one’s job or work is related to the work tasks being
undertaken as well as in every kind of job the pay or salary has a positive relationship with job
satisfaction and is an important fact of employee job satisfaction.
Kamal et al. (2009) described that “In today's business climate of continuous changes and
uncertainty, the importance of job satisfaction to organizational performance and individual can
be pay.”
The same was contributed by Nguyen et al. (2003) in their Studies that “income is an important
determinant of job satisfaction.”
Job security is essential fact of job satisfaction for the employee. The more the job secure the
more the employee are satisfied with his or her job. According to D.B Rao (2000) “the primary
sources of satisfaction of teachers were in aspect of working with students, intellectual
stimulation, autonomy, holidays and job security”. Flexibility in schedule of work is important
for job satisfaction as flexible time table and shorter hours of work allow employee to balance
work and family life better.
According to Maike et al. (2010) “Time is such a scarce source, flexible arrangements are a top
indicator of work life equality and employee satisfaction.”
According to Lisa (2008) “conflict between work and family was found to be a factor in many
family problems such as depression alcohol use and job satisfaction.” The balance between work
and family affects every employee differently and the ability to manage these factors depends on
the individual. Many employees may be in this situation and these factors could influence their

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level of job satisfaction as measured in this survey. Finally the Promotional opportunities in job
have been found a contributor to job satisfaction.
Vasilios D. Kosteas (2009) describes that “Some workers might enjoy the increase in authority
over co-workers that often accompanies a promotion. Given all of the dimensions in which
promotions can affect workers’ careers and compensation, relatively little attention has been paid
to the importance of promotions as a determinant of job satisfaction “Promotions are also an
important aspect of a worker’s career and life, affecting other facts of the work experience (ibid)”

Kh Metle (2003) Studies conducted on the relationship between the level of education and job
satisfaction showed no consistent pattern
However, a similar study conducted by Kh Metle, 2003 amongst Kuwaiti women employed in a
public government sector environment, showed that a strong relationship existed between the
level of education and overall job satisfaction. Of the employees surveyed, 90% were in
possession of a post graduate qualification.
Results obtained from a study conducted by Johnson and Johnson 2000 on 288 employees in
the American postal services was surveyed, found perceived over-qualification to have a negative
relationship with the dimensions of job satisfaction.
According to Kh Metle 2005, job satisfaction has been a popular topic for researchers in a wide
area of fields including industrial psychology, public administration, business and higher
education.
According to Sinha and Agarwal 1971 job satisfaction is a persistent effective state, which has
arisen in the individual as a function of the perceived characteristics of his job in relation to his
frame of reference.
Locke (1976) defined job satisfaction as a pleasurable or positive emotional state resulting from
the appraisal of one’s job or job experiences.
Pearson (1991) suggested that employees expect their job to provide an accumulation of features
(e.g. Pay and promotion) for which the employee has certain preferential values. The range and
importance of these values vary across individuals, but when the accumulation of unmet
expectations becomes sufficiently large, job satisfaction is lower, and there is a greater
probability of withdrawal behavior.
According to Durganand Sinha (1981) the warmer the recognition given by the management to
the demonstrated ability of the employee, the keener was his pride in his work and the firm, and
greater his satisfaction.

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Sibbald (2000) found that job satisfaction was related to several personal and practice
characteristics. Longer reported working hours were associated with lower levels of satisfaction.
This is consistent with previous researches suggesting that high workload is the principal source
of job related discontent.

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 Objectives:

1. To identify the various factors responsible for satisfaction or dissatisfaction of Airtel and
Vodafone.
2. To suggest the ways of improvement of the state of job satisfaction of Airtel and Vodafone.
3. To study the level of job satisfaction other between the employees of Airtel and Vodafone
Working at Indore.
4. To study the working environment of Airtel and Vodafone.

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 RESEARCH METHODOLOGY:


The Study: The research design used for this particular project is descriptive. Descriptive
research design is a scientific method which involves observing and describing the behaviour
of a subject without influencing it in any way. This research design is the most appropriate to
study the level of job satisfaction between Airtel and Vodafone employees working in the city
of Indore. The data is collected through a questionnaire filled by the employees of the
colleges taken into consideration.


Data Collection:

Type of data: There are two types of data primary data and secondary data. For the
purpose of this project the data required is primary in nature and will to be collected.

Method:
Primary data – Collected through a structured closed ended questionnaire
Secondary data – Data from magazines, journals, internet and other publications
Sample unit – Employees working in the airtel and vodaphone company of Indore city
Sample size – 50 Employees

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DATA ANALYSIS AND INTERPRETATION:
Demographical Profile:
Age (in Years)-
20-30 47 47%
30-40 36 36%
40 above 17 17%
Total respondent 100 100%

Interpretation:- This chart shows that majority of the respondents are in the age group 20-30.
36% are in age group 30-40 whereas the remaining 17% are above 40 years of age.
Gender:
Male 51 51%
Female 49 49%
Total respondent 100 100%

Interpretation: - This chart shows that majority of respondents are females. As per this chart,
49% of respondents are males whereas remaining 51% are females.

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Monthly Income:

10,000-20,000 40 40%
20,000-30,000 40 40%
Above 40,000 20 20%
Total respondent 100 100%

Interpretation: - This chart helps in identifying monthly income of respondents. 40% of

respondents have monthly income 10000-20000. 40% of respondents have income lying between
20000-40000 whereas 20% of respondents have income above 40000.

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QUESTIONNAIRE

Q1. Are your roles and responsibilities clearly defined?

Strongly Agree 24 24%

Agree 40 40%
Neutral 22 22%
Disagree 14 14%
Strongly Disagree 0 0%
Total Respondent 100 100%

Interpretation: - This chart shows that 24% of respondents strongly agree that their roles and
responsibilities are clearly defined and 22% respondent were neutral. 14% disagreed and 44%
respondent agreed to the same.

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Q2. Do you feel that the responsibilities given to you are reasonable?

Strongly Agree 17 17%

Agree 43 43%
Neutral 22 22%
Disagree 18 18%
Strongly Disagree 0 0%
Total Respondent 100 100%

Interpretation: - This question helps in identifying whether responsibilities given to employees

are reasonable or not. This graph shows that 17% strongly agreed whereas 43% agreed to the
same. 22% were neutral and 18% strongly disagreed.

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Q3. Do you believe that you get appropriate recognition at work for your contribution?

Strongly Agree 13 13%

Agree 32 32%
Neutral 27 27%
Disagree 23 23%
Strongly Disagree 5 5%
Total Respondent 100 100%

Interpretation: - This chart shows that 13% strongly agreed and 32% agreed to this fact that
recognition at work is given to their contribution. 27% were neutral whereas 23% disagreed.

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Q4. Does this recognition at work affect you?

Strongly Agree 16 16%

Agree 46 46%
Neutral 23 23%
Disagree 13 13%
Strongly Disagree 2 2%
Total Respondent 100 100%

Interpretation: - This question helps in identifying whether recognition at work affect the job
satisfaction level. This graph shows that majority of the respondents i.e. 46% agreed to it whereas
16% strongly agreed to the same. 23% were neutral to this. So recognition at work affects the
satisfaction level of the employees.

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Q5. Do you believe that there is a pay proper match between your scale and responsibilities given?

Strongly Agree 8 9%
Agree 26 26%
Neutral 25 25%
Disagree 32 32%
Strongly Disagree 9 9%
Total Respondent 100 100%

Interpretation: - This chart depicts that 8% of the respondents strongly agreed and 26% agreed
that there is a proper match between pay scale and responsibilities given to them. 25% were
neutral towards it and 32% disagreed to the same.

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Q6. Are you satisfied with your job when it comes to the pay scale?

Strongly Agree 6 6%
Agree 32 32%
Neutral 27 27%
Disagree 27 27%
Strongly Disagree 8 8%
Total Respondent 100 100%

Interpretation: - This question helps in identifying whether employees are satisfied when it
comes to the pay scale. This graph shows that 6% strongly agreed, 32% agreed, 26% were neutral,
27% disagreed and 8% strongly disagreed to the same.

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Q7. Does your Company provide you with enough opportunities to grow and learn new things?

Strongly Agree 8 8%
Agree 34 34%
Neutral 24 24%
Disagree 25 25%
Strongly Disagree 9 9%
Total Respondent 100 100%

Interpretation: - This question helps in identifying whether the company provides opportunities
to grow and learn new things. This graph shows that 8% strongly agreed, 34% agreed, 24% were
neutral, 25% disagreed and 9% strongly disagreed.

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Q8. Do you feel that your job is secure?

Strongly Agree 4 4%
Agree 36 36%
Neutral 18 18%
Disagree 35 35%
Strongly Disagree 7 7%
Total Respondent 100 100

Interpretation: - This chart shows that whether the employees feel that their job is secure or not.
As per this chart, 35% disagreed and 7% strongly disagreed to this fact. 4% strongly agreed
whereas 36% agreed to it. 18% were neutral.

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Q9. Does this job security lead to high satisfaction level at work?

Strongly Agree 6 6%
Agree 42 42%
Neutral 31 31%
Disagree 16 16%
Strongly Disagree 15 15%
Total Respondent 100 100%

Interpretation: - This chart represents that majority of respondents’ viz. 42% and 6% agreed
strongly agreed to the fact that job security leads to job satisfaction. On the other hand, 31%
were neutral. This shows that job security is one of the factors leading to job satisfaction.

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Q10. Do you feel that your views and participation is valued at work?

Strongly Agree 16 16%

Agree 29 29%
Neutral 24 24%
Disagree 25 25%
Strongly Disagree 6 6%
Total Respondent 100 100%

Interpretation: - This question helps in identifying whether employees views and participation
are valued at work. This chart shows that 4% strongly agreed, 26% agreed, 34% were neutral,
33% disagreed and 3% strongly disagreed.

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Q11. Do you feel stressed out at work?

Strongly Agree 16 16%

Agree 29 29%
Neutral 24 24%
Disagree 25 25%
Strongly Disagree 6 6%
Total Respondent 100 100%

Interpretation: - This graph shows that 6% strongly agreed, 22% agreed, 31% were neutral,
26% disagreed and 15% strongly disagreed to the fact that they feel stressed out at work place.

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Q13. Does this stress affect your level of satisfaction at work?

Strongly Agree 10 10%

Agree 40 40%
Neutral 20 20%
Disagree 16 16%
Strongly Disagree 14 14%
Total Respondent 100 100%

Interpretation: - This question helps in identifying whether job satisfaction level is affected by
stress level at work. This chart shows that majority of the respondents feel that stress at work
affects the job satisfaction level viz. 10% and 40% strongly agreed and agreed respectively.

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Q14. Do you feel that stress at work leads to many health problems like high blood
pressure, diabetics, etc?

Strongly Agree 4 4%
Agree 26 26%
Neutral 16 16%
Disagree 28 28%
Strongly Disagree 26 26%
Total Respondent 100 100%

Interpretation: - This graph shows that 4% strongly agreed and 26% agreed that stress at work
leads to health problems. 16% of the respondents were neutral whereas 28% disagreed and 26%
strongly disagreed with the same.

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CONCLUSION:
Through this study, the level of job satisfaction among the employees in airtel and vodaphone
company of Indore city was identified. The major factors responsible for affecting the
satisfaction level of employees at work place which came out after conducting this study were
recognition at work, stress at work and job security.

LIMITATIONS:
The factor of personal bias can play the part of spoilsport in the project.
The study is limited to the Indore City.
Since the study is based upon the time set of the employees, it cannot be generalized.

SCOPE FOR FUTURE STUDIES:

This study identifies the level of job satisfaction and also tells the major factors affecting it. This
study can help in following:
It can be the basis for further researches undertaken by students and researches in the
field of cell phone companies.
It will be helpful for researches under other sectors to identify the factors affecting the job
satisfaction.

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BIBLIOGRAPHY:

Armstrong M (2006) A Handbook of Human resource Management Practice, Tenth Edition,

Kogan Page Publishing, London, p. 264

Christen, M., Iyer, G. and Soberman, D. (2006). Job Satisfaction, Job Performance, and Effort:
A Re-examination Using Agency Theory, Journal of Marketing, January, Vol. 70, pp. 137-150

Davis, K and Nestrom, J.W. (1985) Human Behaviour at work: Organizational Behaviour, 7
Edition, McGraw Hill, New York, p.109

Herzberg, H. F. (1976). Motivation-Hygiene Profiles, p. 20

George, J.M. and Jones, G.R. (2008) Understanding and Managing Organizational Behaviour,
Fifth Edition, Pearson/Prentice Hall, New Yersey, p. 78

Hoppock, R. (1935). Job Satisfaction, Harper and Brothers, New York, p. 47

Clark, B. (1986) the Intellectual Enterprise: Academic Life in America. Princeton, N.J: Carnegie
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Dillman, D.A. (2000) Mail and Internet surveys: The tailored design method (2nd Ed.) New
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High School Principals in Missouri. Unpublished Doctoral Dissertation, University of Kansas,
Lawrence

Ary D., Jacobs, L.C., & Razavieh, A. (2002) Introduction to Research in Education (6th Ed)

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Bayfield A H and Roth H F 1951 “An Index of Job Satisfaction” Journal of Applied Psychology

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