International Research Journal , August 2010 ISSN- 0975-3486 RNI: RAJBIL 2009/30097 VOL I *ISSUE 11

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Paper—Commerce
QUALITY OF WORK LIFE IN ICICI
BANK LTD, CHANDIGARH

August, 2010 * Daljeet Kaur

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* Research Scholar Deptt of Commerce, Punjabi University, Patiala.
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A B S T R A C T
The purpose of my paper is to gain an insight into current working life policies and practices of
employees in ICICI Bank Ltd in Chandigarh. Several notable factors that influence qualities of work
life are Fair Compensation, Safe and healthy working environment, adequate performance appraisal,
career growth opportunities, Training & development etc. QWL provides for the balanced relationship
among work, non- work and family aspects of life. In other words, family life and social life should not
be strained by working hours including overtime work, work during inconvenient hours, business
travel, transfers, vacations, etc.This paper is based on the information given by the Bank’s Employees
and through questionnaire filled by the employees.

INTRODUCTION to what they described as psychological growth needs

Quality of Work Life (QWL) has become one of the
most important issues these days in every
organisation. Employees are the force that is behind
every successful organisation. No organisation can
become successful with technology only because
for the use of technology also, organisations need to
have strong work force.
Quality of Work Life was the term actually
introduced in the late 1960’s. From that period till now
the term is gaining more and more importance
everywhere, at every work place. Initially quality of
work life was focussing on the effects of employment
on the general well being and the health of the workers.
But now its focus has been changed.Every
organisation need to give good environment to their
workers including all financial and non financial
incentives so that they can retain their employees for
the longer period and for the achievement of the
organisation goals.Quality of working.
The factors that influence and decide the Quality of
work life are: 1.Attitude 2. Environment 3.
Opportunities 4. Nature of Job 5. People 6. Stress
Level 7. Career Prospects 8. Challenges 9. Growth and
Development 10. Risk Involved and Reward.
At the end we can say that a happy and healthy
employee will give better turnover, make good
28 and positively contribute to the
decisions
organizational goal.
LITERATUREREVIEW:-
Hackman and Oldham (1976) drew attention
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as relevant to the consideration of Quality of working
life. Several such needs were identified; Skill variety,
Task Identity, Task significance, Autonomy and
Feedback. They suggested that such needs have to
be addressed if employees are to experience high
quality of working life. Mirvis and Lawler (1984)
suggested that Quality of working life was associated
with satisfaction with wages, hours and working
conditions, describing the “basic elements of a good
quality of work life” as; safe work environment,
equitable wages, equal employment opportunities
and opportunities for advancement. Baba and Jamal
(1991) listed what they described as typical indicators
of quality of working life, including: job satisfaction,
job involvement, work role ambiguity, work role
conflict, work role overload, job stress, organizational
commitment and turn-over intentions. Baba and Jamal
also explored routinisation of job content, suggesting
that this facet should be investigated as part of the
concept of quality of working life.Sirgy et al.; (2001)
suggested that the key factors in quality of working
life are: Need satisfaction based on job requirements,
Need satisfaction based on Work environment, Need
satisfaction based on Supervisory behaviour, Need
satisfaction based on Ancillary programmes,
Organizational commitment.
Overview of ICICI BANK :- ICICI Bank is India’s
second-largest bank with total assets of Rs. 3,663.74
billion (US$ 76 billion) at September 30, 2009 and
profit after tax Rs. 19.18 billion (US$ 398.8 million) for
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International Research Journal , August 2010 ISSN- 0975-3486 RNI: RAJBIL 2009/30097 VOL I *ISSUE 11
the half year ended September 30, 2009. The Bank has employee who has spend more than 5 years in the
a network of 1,563 branches and about 4,883 ATMs Bank.55% of the employees are satisfied with the
in India and presence in 18 countries.ICICI Bank work environment of the organisation. Most of the
offers a wide range of banking products and financial employees are satisfied with Sanitation, Drinking
services to corporate and retail customers through a water and Safety facilities.The major reason for
variety of delivery channels and through its dissatisfaction is that there is no facility of
specialised subsidiaries and affiliates in the areas of transportation provided to the employees. 56% of
investment banking, life and non-life insurance, the employees are having fair and cordial relations
venture capital and asset management. with their supervisor and colleagues, only 10% says
OBJECTIVE OF STUDY :- The Objective of my that they are having bad relations with their supervisor
study is to have an insight into the Quality of Work and peer group. Employees are not happy as they are
Life in the Branches of ICICI Bank Ltd in Chandigarh. not provided with Job Rotation. They just get fed up
Because of high pressure in the Banks due to recession with the same routine for long time and moreover this
employees are the worst sufferers. My purpose of the also results in less learning. 68% says that there is no
study is to know the satisfaction level of employees job rotation in the organisation. 69% of the employees
of ICICI bank Ltd. Is ICICI Bank providing good says that they are provided training for their overall
policies to employees regarding training, working development and growth. And the best part here is
conditions, performance appraisal etc or not. that they do get there salary for that period also. Only
RESEARCH METHODOLOGY :- To achieve the 31% of the employees say that they would refer a
Objectives of my study personal interviews were friend to apply for the job in this Bank. This means
done as the mode of survey so that maximum that they are not happy in the organisation. The most
information could be collected. Employees at various alarming point that came into forefront is that 90% of
levels working in the Branches were interviewed and the employees says that there is not enough growth
Questionnaire was filled up. The questionnaire was opportunities in the organisation. It clearly means
structured with open ended & close ended questions. that whenever they will get good opportunity outside
FINDINGS :- In my study I have taken only front they will leave this organisation.During the interaction
office employees working in the Branches of ICICI with the employees I got to know that there are no
Bank Ltd in Chandigarh Region. With the personal Health Camps and Yoga Camps being organised in
interviews I came to know about lot of information the Bank for the employees. On the basis of the
regarding the bank’s policies and employees questionnaire I got to know that 66% of the employees
problems they are facing in the organisation. There feel that the management is not flexible with their
are 6 Branches of ICICI Bank Ltd in Chandigarh social responsibilities. And only 18% says that they
Region. Sec 9 and Sec 35 Branch are the big branches are satisfied with their jobs.
with large customer base being the older ones. CONCLUSION
Manimajra Branch is on the second place And the On the basis of my study I can say that
new as well as small Branches are Sec 28, Sec 38 and employees of ICICI bank Ltd in Chandigarh Region
Sec 46. These 3 branches have started functioning are happy with the working conditions of the Bank.
just two years back. Mainly the employees are on the They feel that they are safe and secure in Bank. They
level of Officer/ Senior Officer. Nearly 58% comes feel that Bank should start their own transport facilities
under this designation. Assistant managers are 34% for the staff. However, the dissatisfaction among
and as the rank goes higher percentage also goes them is the less growth opportunities. They are not
down, only 3% are Managers. There are 57% of the provided with extra care like health camps etc. They
employees who are just 1-2 years old in the are not happy with the way performance appraisal is
organisation. Only 31% of the employees are 3-5 done and feel that there management is not flexible
years old and to my surprise I could not find any with their social responsibilities and hence they are
less satisfied with their jobs.
R E F E R E N C E
1. Baba, VV and Jamal, M (1991) Routinisation of job context and job content as related to employees quality of working
life: a study of psychiatric nurses. Journal of organisational behaviour. 12. 379-386. 2. Hackman J &Oldham G (1974)
The Job Diagnostic Survey. New Haven: Yale University 3. Mirvis, P.H. and Lawler, E.E. (1984) Accounting for the Quality
of Work Life. Journal of Occupational Behaviour, 197-212. 4. Sirgy, M. J., Efraty,, D., Siegel, P & Lee, D. (2001). A new
measure of quality of work life (QoWL) based on need satisfaction and spillover theories. Social Indicators Research, 55,
241-302.
29 RESEARCH ANALYSIS AND EVALUATION