Organization Behaviour in Ing Vysya Bank: Department of Commerce, P.G.Centre, Davangere

ORGANIZATION BEHAVIOUR IN ING VYSYA BANK
1.1 INTRODUCTION:
Few things touch our daily life as much as organizations do. We depend
on organizations for education, employment, food, clothing, health, shelter,
wealth, recreation, travel and much more. They touch every aspect of human
life from birth to death. In fact life becomes unlivable without organizations.
Organizations according to Gary Johns “are social inventions for

accomplishing goals through group efforts”.
The study and understanding of human behaviour has posed a strong

challenge to both the scientific thinkers as well as behaviorists.
Organization behaviour is concerned with people’s thoughts, feelings,

emotions and actions in a work setting. Understanding an individual
behaviour is an itself a challenge but understanding group behaviour in an
organizational environment is a monumental managerial work. An
organization represents social-systems irrespective of the nature of work they
carry on. Hence banking systems are no exception to this.
The present study is an attempt to carve out a niche in the field of

organization behaviour study. ING VYSYA Bank, Davangere branch is
chosen as a sample unit to make a micro-analysis from angles i.e. one
focusing on how do employees behave individually and in groups and second,
to what extent the bank has built it’s personality by discharging variety of
consumer service.
DEPARTMENT OF COMMERCE, P.G.CENTRE, DAVANGERE 1

1.2 CONCEPT OF ORGANIZATION BEHAVIOUR :

The subject organization behaviour is based on a few fundamental
concepts which revolve around the nature of people and organizations. The
first – four concepts centre around people, the next two are concerned with
organizations. The last one is a combination of the first five assumptions.
They are as follows:
1. Individual differences:
People have much in common, but each person in the world is also
individually different. Each one is different from others in several ways. It
may be in intelligence, personality, physique or any such trait, one can find
striking differences.
The idea of difference comes originally from psychology. From the day
of birth, each person is unique and individual experiences after birth make
people even more different.
Organization behaviour begins with the individual. Only a person can

take responsibility and make decisions, a group, by nature, cannot do so. A
group is powerless until individuals acts therein.
2. A whole person:
When an individual is appointed, his / her skill alone is not hired, his /
her social background, likes and dislikes, pride and prejudices – are also hired.
A person’s family life cannot be separated from his / her work life. It is for
DEPARTMENT OF COMMERCE,P.G.CENTRE,DAVANGERE 2
this reason that managers should endeavour to make the workplace a home
away from home.
3. Caused behaviour:
The behaviour of the employee is caused and not random. This

behaviour is directed towards some one that the employee believes, rightly or
wrongly, is in his / her interest. Thus, when a worker comes late to his or her
work, and behaves differently then management or superior must try to
discover the cause behind the behviour and take the issue at its root.
4. Human dignity:
This concept differs from other three because it is more an ethical

philosaphythan a scientific conclusion. It confirms that people are to be
treated differently from other factors of production because they are of a
higher order in the universe.
It recognizes that people want to be treated with respect and dignity.

The concept of human dignity rejects the old idea of using employees as
economic tools. It recognizes that life has an overall purpose and accepts the
inner integrity of each individual. Since organizational behaviour always
involves people, ethical philosophy is involved in one or another way in each
action.
5. Organization’s are social systems:
Organizations are social systems; social laws as well as psychological

laws govern the activities therein. Just as people have psychological needs,
they also have social roles and status. Their behaviour influenced by their
group as well as by their individual drives.
6. Mutuality of interest:
Mutual interest is represented by the statement that “organization need

people and people also need organizations”. Organizations have human
purpose. They are formed and maintained on the basis of some mutuality of
interest among their participants. People need organizations as a means to help
them reach their goals, at the same time organizations need people to help
attain organizational objectives. Mutual interest provides a superordinate goal
that unites the variety of needs that people bring to organizations.
7. Holistic concept :
When all the above six concepts of organizational behaviour are placed
together, a holistic concept emerges. This concept interprets people –
organization relationships in terms of the whole person, whole group, whole
organization and the whole social system.
Meaning and Definition of Organization Behaviour :
Organization behaviour helps firms achieve effectiveness in their

activities. Organizations as stated earlier, comprise people and organizational
behaviour helps in utilizing these resources for achieving organizational
effectiveness.
There are as many definitions about organizational behaviour. However

three features are emphasized in any definition.
1) Organizational behaviour is the study of human behaviour.

2) The study is about behaviour in organizations.
3) Knowledge about human behaviour would be useful in improving an
organizations effectiveness.
Definitions:
According to Stephen P. Robbins

“Organizational behaviour is a field of study that investigates the impart
that individuals, groups and structure have on behaviour within organizations
for the purpose of applying such knowledge towards improving an
organizations effectiveness”.
According to H. Randolph Bobbit J.R
“Organizational behaviour means the study of behaviour of the

individuals and group in organizations and organizations themselves, as they
act and interact to attain desired outcomes”.
According to Fred Luthans

“Organizational behaviour is directly concerned with the understanding,
prediction and control of human behaviour in organizations”.
According to Keith Davis and Newstrom

“Organizational behaviour is the study and the application of
knowledge about how people act within organization. It is a human tool for
human benefit. It applies broadly to the behaviour of people in all types of
organizations such as business, government, schools, and service
organizations”.
To sum up, organizational behaviour obviously comprises individual

behaviour, group behaviour and of the organization itself. Understanding of
the subject is complete when all the three are studied carefully. The study of
individual behaviours alone is incomplete because the actions of the employee
influence and are influenced by the organization where he or she works.
Again, studying only organizations without learning about the people amounts
to looking at only part of the picture.
1.3 SCOPE OF ORGANIZATIONAL BEHAVIOUR :
The concept of organizational behaviour has a wider scope in nature but

there are three important branches, which show the horizons of organizational
behaviour.
1) Individual / intra – personal behaviour
2) Inter – personal behaviour
3) Organization behaviour.
The present study focuses on all these components linked with the
chosen samples unit.
Chart No.1
Scope of Organizational Behaviour
Personality
Individual Perception
Learning
intra Motivation, values
personal and attitudes
Job satisfaction
behaviour
Scope Group dynamics

of Intra Leadership
OB Communication
Individual
behaviour
Formation
Organization Structure
Work stress and fatigue
behaviour Organizational
development
Techniques
Source : Based on “ Organization behaviour” written by Aswathappa.K, 2001
1.4 IMPORTANCE OF ORGANIZATIONAL BEHAVIOUR :
The study of organizational behaviour is beneficial in several ways. In

the first place, Organization Behaviour provides a road map to our lives in
organizations. Every one of us has an inherent need to know about the world
in which we live. The importance of organizational behaviour is as follows.
 It will help an individual to understand himself and others better.

 It will help managers to motivate the subordi nates. The manger would
be able to findout what motivates an individual.
 It will help in maintaining cordial relationship between employer and
employees. Thus, it reduces significantly the organizational conflicts.
 The organizational behaviour is helpful in the field of marketing also. It
helps to understand the behaviour of individual. It helps the employee
to have proper behaviour with the customer.
 The organizational behaviour will help a person to contribute effectively
to the functioning of the organization of which he is a member.
1.5 REVIEW OF LITERATURE :
An attempt has been made to review the studies carried out by the
experts in the field of organizational behaviour and its allied issues.
A review of available literature on factors influencing the

organizational behaviour concepts, issues, and its services to organizational
sectors and related people have been made and presented in paragraphs.
Fred Luthans (university of Nebraska) made a study on the concepts

of organizational behaviour, he provide a strong conceptual frame work for
study of organizational behaviour, relating to new challenges and changes.
He mainly concentrated on innovative techniques to manage people at
work. New thinking, approaches, techniques are needed both in practice and
management applicable in the field of organizational behaviour.
L.M. Prasad made a study on organizational behaviour. It covers the

contemporary developments in the field of organizational behaviour i.e.,
understanding and managing peoples behaviour in the setting in quite
challenging job for manager and organizational behaviour is a new field of
management, i.e., development and knowledge of managing people at work.
K.K. Mehta has made a study on “organizational behaviour” his

emphasis mainly on life situations and people drawn from Indian industry and
also problems and human resource management.
Stephen. P. Robbins made a study on concepts of organizational

behaviour. His study relating to research and writing span myrid topics,
including conflict, power, policies in organizations and the development of
inter personal skills.
John W. Newstrom and Keith Davis have conducted study on

organizational behaviour. In their study they have greatly emphasized on the
importance of “human behaviour at work”. This study and practice known as
organizational behaviour goes beyond the integration and application of
behavioural science to work situations and opportunities for improvement. In
their study notable changes are made and they give more importance to
careful blending of theory with practice in a realistic context and models ideas
which can help to build better organizational behaviour in society.
1.6 STATEMENT OF THE PROBLEM :
Organizations are small and social systems. They are made up by social
beings. An individual working for an organization obviously tries to fulfill his
personal goals, inspite of the fact that he is helping in achieving organizational
objectives. Organizational behaviour has become a field of super
specialization. Because, it join together individual behaviour, inter-personal
behaviour and overall organizational behaviour towards achieving
organizational development. The present study is an attempt to make a micro
analysis of Organization Behaviour choosing ING VYSYA Bank, Davangere
branch as a sample unit.
1.7 OBJECTIVES OF THE STUDY :
The main objective of the study is to examine the organizational

behaviour in the ING VYSYA Bank linking with the customer opinion for the
services offered by the bank. However, the following are the other objectives
of the study:
 To know the vision, mission and core values of the ING VYSYA.
 To examine the individual behaviour contributing to the improved
organizational effectiveness.
 To analyse the inter – individual behaviour contributing to the success
of the organization.
 To examine the group behaviour contributing to the development of the
organization.
 To study and analyse the customer opinion about the behaviour of
employees individually and collectively.
1.8 HYPOTHESIS OF THE STUDY :
It is hypnotized that the individual employee behaviour, their

interpersonal relationships with other co-workers and the over all
organizational behaviour is contributing to the success of the bank chosen for
study.
1.9 METHODOLOGY OF THE STUDY :
A good study of any nature goes along with the methodology adopted
for the study. The present study follows through two methods:
1) Questionnaires
2) Direct interviews.
1.10 SCOPE AND LIMITATIONS OF THE STUDY :
The study of organizational behaviour has its scope extending to :

1) Individual behaviour of employees in ING VYSYA Bank.
2) Group behaviour of employees in ING VYSYA Bank.
3) The organization covering the aspects of its formation, structure, in
ING VYSYA Bank.
4) The motivation services to the customer and employees.
Limitations :
1) The present study is confined to only ING VYSYA Bank, branch of

Davangere.
2) The limitations associated with the techniques adopted themselves put
certain limitations on the study.
1.11 CHAPTER DESIGN :
Chapter I : Introduction
This chapter deals with introduction about the organizational behaviour,
its concepts, objectives and limitations of the study.
Chapter II : Profile of bank

This chapter deals with the profile of the bank, including history,
organization structure of branch.
Chapter III : Individual behaviour in the bank
This chapter deals with personality, perception, learning, attitudes,

motivation factors of individual and level of their job satisfaction
and the relation ship of employee with other employee and manager in the
organization.
Chapter IV : Group behaviour in the bank

This chapter deals with group norms, group cohesiveness in the bank.
Chapter V : Customer services and survey analysis

This chapter deals with the customer services provided by the
INGVYSYA bank, customer satisfaction level.
Chapter VI : Major findings, suggestions and conclusions

This chapter deals with the suggestions to improve the organization
behaviour process in the INGVYSYA bank and conclusion about project
work.
2.1 HISTORY OF INGVYSYA BANK :
ING Vysya Bank Limited (“the bank”) was incorporated on 29 th march

1930 and it head quartered in Bangalore. The main objective of the bank is to
promote banking habit.
ING Vysya Bank Limited is an entity formed which the coming together
a erst while, Vysya bank limited, premier bank in the Indian promote sector
and a global financial power house. ING of outer origin, during oct-2002.
The origin of the Erst while Vysya bank was pretty humble. It was in the
year 1930 that a team of visionaries came together to found a bank that would
extend a helping hand to those who weren’t privileged enough to enjoy
banking services.
It’s been a long journey since then and the bank has grown in size and
stature to encompass every area of present day banking activity and has
earned a distinct identify of being India’s premier private sector bank.
In 1980, the bank completed fifty years of service to the nation ; the
bank made rapid strides to reach the converted position of being the number
one private sector bank. In 1990, the bank completed its diamond jubilee year.
The 75th anniversary, the platinum jubilee of the bank was celebrated during
2005.
2.2 THE ORIGIN OF ING GROUP :
The ING group originated in 1990 from the merger between nationate
– Nederlanden NV, the largest Dutch insurance company and the NMB post
bank group NV. The full form of ING is “ Internationale Nederlanden Group”.
2.3 PROFILE OF BANK :
The ING has gained recognition for its integrated approach of banking,
insurance and asset management. Further more, the company differentiates
itself from other financial service provider by successfully establishing life
insurance companies in countries with emerging economics such as Korea,
Taiwan, Hungary, Poland, Mexico and Chile. Another specialization is ING
direct, an internet and direct marketing concept with which ING is rapidly
winning retail market share in mature markets. Finally, ING distinguishes
itself internationally as a provider of “employee benefits” i.e, arrangements of
non-wage benefits such as pension plans for companies and their employees.
2.4 MISSION OF THE BANK :
ING’s mission is to be a leading, global, client-focused,innovative and

low-cost provider of financial services through the distribution channels of the
client’s preferences in markets where ING can create value.
Table No. 2.1

2.5 PERFORMANCE OF THE BANK :
(Rs. In millions)
Year Net worth Deposits Advances Profits outlets
1940 0.001 0.400 0.400 0.001 4
1950 1.40 5.30 3.80 0.09 16
1960 1.60 20.10 13.50 0.13 19
1970 3.00 91.50 62.80 0.74 39
1980 11.50 1414.30 813.70 1.13 228

1990 162.10 8509.40 4584.80 50.35 319
2000 5900.00 74240.00 39380.00 443.10 481
2001 6527.00 81411.10 43163.10 371.90 484
2002 6863.24 80680.00 44180.00 687.50 483
2003 7.67.90 91870.00 56120.00 863.50 456
2004 7479.20 1,04,780.00 69367.30 590.01 523
2005 7094.00 1,25,693.10 90805.90 (381.80) 536
2006 10196.70 1,33,352.50 1,02,315.20 90.6 562
2007 11101.90 1,54,185.70 1,19,761.70 889.0 626
Source : Internet source dated 31/3/2007
The group’s principal activity is to provide banking services in India.

The banking services of the group include retail banking, corporate banking,
commercial banking, treasury management and rural banking. The group also
offers dematerialization and other financial services includes housing finance,

insurance products mutual funds etc..
The group operates through 440 branch offices including 40 extension
countries in India.
2.6 BRANCH INFORMATION :
Management of Branch office in Davangere :

The davangere branch of ING VYSYA Bank was started at November
11th of 1934 with the aim of providing efficient and effective services to meet
the customer needs, anticipations and requirements. On 2000 onwards the
branch was computerized.
Now the branch office is managed and headed by Mr. Bhandekar. The
team of this branch consists of 14 employees including the above said manger.
The employees are designed and posted to respective departments according
to their seniority and qualifications.
The bank consist of following departments :

 Loan account department
 Saving bank department
 Office management department
 Clearing account department
Description about Different departments :
 Loan account Department :

This department deals with providing various types and loans for the
customer namely business related loans, lease house loans, housing
loans and education loans.
 Saving Bank Department :

This department deals with the collecting saving amount from the
cuatomer. The bank will provide 9.5% interest for the Saving Bank
Account.
 Office Management Department
This deals with the overall management of the bank. Mainly it is

maintained by the manager.
 Clearing account department :

This department deals with the clearing of cheques which has been
given by the customer. For doing this activity it charges some amount
of commission charges based on the cheque amount.
Chart No.2.1
Hierarchy structure of ING VYSYA Bank, Davangere
MD
RCEO
RH
BM
Officer Officer Officer
AS AS AS AS
C1 C2
M.D Managing Director

RCEO Regional chief Executive Officer
RH Regional Head
BM Branch Manager
AS Award staff
C Clerks
The role played by different designates :-
1) The Managing Director :

Mr. Vaughan Nigel Richtor is the managing Director of the ING Vysya
Bank. He will specify the roles to be played by the regional chief
executive officer. Managing director is the heart of the bank.
2) Regional chief executive officer (RCEO)

He works under the guidance of the M.D. The Davanagere branch
manger is required to report for the Hubli RCEO. The RCEO will
provide guidelines for the mangers. He is required to report to the M.D.
3) Regional Head :
The regional head is required to work under the RCEO and has required
to report him. The regional head will specify the activities to be
performed by the manager.
4) Branch Manager :
He is the manager of the branch in different cities. He is required to
work, according to the instructions given by the above designates . He
will make rules and regulations for the respective branch for which he
is working. He is required to report to the regional head.
5) Award Staff :
These members work under the guidance of the manager. These
members handle the different department in the bank. They can handle
cash upto Rs. 2 lakhs only.
6) Clerks :
Clerks are required to maintains the daily books of accounts. The
accounts of different departments are maintained by these clerks. They
are required to report to the manager.
3.1 GENERAL PROFILE OF THE EMPLOYEES
Gender difference of the employees
In our society the gender difference is an important point because,our

society is male dominated,all the jobs are carried out by men. But now
females have entered in jobs as employess in almost all spheres of jobs.
The study will help to know the number of male and female employees
working in ING Vysya Bank. The following table shows the male and female
employees.
Table No. 3.1

Gender classification of employees
No. of Percentage
Gender
employees (%)
Male 13 92.86
Female 01 7.14
Total 14 100
Source : survey data
.
Graph No. 3.1

Gender classification of employees
100
90 92.86
80
70
60
Gender
50
40
7.14
30
20
10
0
Percentage (% )
Male Female
Out of the 14 employees 13(92.86%) individuals belongs to male

category and 1 (7.14%) individual belongs to female category. So through this
we can say that maximum employees belongs to male category
Age of Employees
The experience of the employees travels with age, the age will be the
influencing factor to work. Most of the employees who have been surveyed
are aged between 30-40 years. The age groups wise distribution of employees
is classified into 4 categories as indicated in the following table.
Table No. 3.2

Age Group classification of employees
No. of Percentage
Age
employees (%)
Below 50 years 0 0
Between 3.-40
07 50
years
Between 40-50
03 21.42
years
Above 50 years 04 28.57
Total 14 100
.
Graph No. 3.2

Age group classification of employees
50 50
45
40
35
Age Group
30 28.57
25
21.42
20
15
10 0
5
0
Percentage (% )
Below 50 years Between 3.-40 years

Between 40-50 years Above 50 years
Out of 14 surveyed employees 7(50%) individuals belong to an age

group of between 30-40 years. The 3(21.42%) individuals of employees
belong between 40-50 years and only 4(28.57%) individuals belong to age
group of above 50 years
Education Level of employees
Education is said to be an important variable influencing the employees

to behave in a systematic manner and education not only keeps in the
acquisition of the required knowledge for a job, it also helps in maintaining a
good inter-personal relationships.
Table No. 3.3

Education level of employees
No. of Percentage
Particulars
employees (%)
SSLC 0 0
PUC 01 7.14
Degree 10 71.43
PG 03 21.43
Total 14 100
.
Graph No.3.3
Education level of employees
80
71.43
70
60
50
Education
40
21.43
30
20 7.14
0
10
0
Percentage (% )
SSLC PUC Degree PG
Out of 14 surveyed employees 10(71.43%) individuals belongs to fully

educated. They completed graduation 3(21.43%) individuals employees
completed their PG and 1(7.14 %) individuals belong to PUC level.
Monthly Salary of employees:
For any individual to live his life he needs sources of money which is
very important. So for bank employees salary is the main source of money.
The following table shows salary of employees in the bank.
Table No. 3.4

Monthly Salary of employees
No. of Percentage
Particulars
employees (%)
Below Rs.3000 0 0
Rs.3001-Rs.6000 04 28.57
Rs.6001-Rs.9000 06 42.85
Rs.9001 and 04 28.58
above
Total 14 100
Source : Survey data
Graph No. 3.4
Monthly Salary of employees
45 42.85
40
35
30 28.57 28.58
Monthly Salary
25
20
15
10
5
0
0
Percentage
Below Rs.3000 Rs.3001-Rs.6000

Rs.6001-Rs.9000 Rs.9001 and above
Out of 14 surveyed employees 6(42.85 per cent) employees belong to

salary group of Rs.600/- Rs.9,000. And rest of employees i.e., 4 (28.58 per
cent) belong to Rs.900/- and above and 4 (28.57 per cent) belong to Rs.300/-
Rs.6,000/-.
Experience
The background of the experience will influence the employee to acquire
the skills knowledge about how effectively and efficiently employees do their
jobs. The following table indicates the experience level of employees.
Table No. 3.5

Experience level of employees
No. of Percentage
Particulars
employees (%)
B/W 1-5 years 7 50
B/W 5-15 years 4 28.57
Total 14 100
Graph No. 3.5
Experience level of employees
50
50
45
40
35
28.57
30
Age 25 21.43
20
15
10
5
0
Percentage (% )
B/W 1-5 years B/W 5-15 years Above 15 years
Out of 14 surveyed employees 7 (50 %) have an experience between

1-15 years. And 4 (28.57 %) have an experience between 5-15 years, they are
well skilled employees in the bank. Rest of the 3 (21.43 %) belong to above
15 years experience group who are very skilled employees compared to other
employees working there.
By analyzing the table we can say that 50 per cent of employees are new
and rest of 50 per cent employees are already existing.
Recognition of Employees:
It is human to carve for recognition. In organizations, the recognition of
employees will help to create better working environment with in the
organization. On the basis of recognition the employee will improve their

ability and skills. The study revealed that in ING Vysya bank, on an average
recognizes employees and their efficiencies and achievements in the ING
Vysya Bank.
Table No. 3.6

Recognition of Employees in ING Vysya Bank
No. of Percentage
Particulars
Employees (%)
Best 3 21.43
Better 10 71.43
Bad 1 7.14
Total 14 100
Graph No. No. 3.6

Recognition of Employees in ING Vysya Bank
80 71.43
70
60
50
Opinion 40
21.43
30
7.14
20
10
0
Percentage (% )
Best Better Bad
About recognition out of 14 surveyed employees 10 employees (71.43%)

said to be better and 3 (21.43 %) employees were of opinion that the
recognition is best. However, only one felt it to be low. The reason may be
he cannot adjust to working condition or banking environment. But the
maximum number of employees are satisfied with recognition given by the
bank.
Decision Making:
All the activity of an organization depends upon effective making. The

following table indicates the employees decision making powers in the ING
Vysya Bank.
Table No. 3.7

Decision Making Level of Employees
No. of Percentage
Particulars
Employees (%)
Best 5 35.71
Better 9 64.29
Bad 0 0
Total 14 100
Graph No. 3.7
Decision Making Level of Employees
64.29
70
60
50 35.7
40
Opinion
30
20 0
10
0
Percentage (% )
Best Better Bad
Out of 14 surveyed employees 9 (64.29 %) employees opined that they

have better participation in decision making and rest of 5 (35.71%) were
opined that they have best decision making powers
Participation of Employees:
The participation of employees in an organization will improve the
overall productivity of the organization. The study show the effective
participation of the employees in work. The following table indicates the

participation of employees in bank.
Table No. 3.8

Participation of Employees in ING Vysya Bank
No. of Percentage
Particulars
Employees (%)
Best 8 57.14
Better 6 42.86
Bad 0 0
Total 14 100
.
Graph No. 3.8
Participation of Employees in ING Vysya Bank
60 57.14
50
Level of participation
42.86
40
30
20
10
0
0
Percentage (% )
Best Better Bad
About the participation, out of 14 surveyed employees 8 (57.14%) opined

that they have best participation in banking activities and 6 (42.86%) of
employees opined that they have a better chance of participation in working or
banking activities
3.2 INDIVIDUAL BEHAVIOUR

All organizations are composed of individuals. No organization can
exist without individuals. The organizational performance is largely affected
by the way individuals behave at work. Individuals with different
characteristics behave differently in the similar or different situations under

lines the need for managers to understand individual/human behaviour at work
so as to extract the maximum contribution from them. So, the individual
behaviour in an organizations got more importance. The individual behaviour
may occurs different in inter section between individual and the environment
so that we say that behaviour is a function of both the person and the
environment.
The individual behaviour gets more focus in the field of organizational

behaviour results from a persons participation in an organization so that
productivity is defined in terms of an individuals. So the study has been made
to understand how an individual behaves in ING Vysya Bank and to know his
behaviour in different situation and places of work and to know what factors
influences him at work.
Chart No.3.1
The Behaviour of an Individual is Influenced By Several Factors.
They are as follows:
Environmental Factors
 Economics
 Social norms and Cultural values
 Political
Personal Factors
Performance
 Age
 Sex
 Education
 Abilities
 Marital Status
 Number of dependents
Organizational system and resource
 Physical facilities
 Organization structure and design Individual
 Leadership Development
 Reward SystemCultural values
Source: Based on “Organizational Behaviour” written by Ashwathappa K, 2001.

Psychological
 Personality
3.2(a) PERSONALITY
 Perception
 Attitudes
 Values
INTRODUCTION
 Learning
The term personality figures in discussions on one’s job prospects,

achievements, and marriage and on other similar occasions. In all these
events personality is understood in narrow sense as implying one’s charm,
popularity, dress and other physical attractiveness, perceiving personality will
help in understanding an individual behaviour in an organization.
Behaviour always involves a complex inter action of a person and the
situation, events in the surrounding environment, strongly influence the way
people behave at any particular time; yet people always bring some things of
themselves to the situation, this something represents the quality of an
individual is personality.
Personality plays a major role in how a person perceives his/her work
environments, evaluates it, and respond to it, and also individual behaviour is
a function of continuous interaction between the person and the situation. So
that the environment play a larger role in shaping personality. It is built on the
situation or physical traits and social constraints binding of environment.
Personality is the set of distinctive traits and dimensions that can be used
to characterize individuals. The study is needs to know the individual
behaviour and individual difference in the ING Vysya Bank.
Meaning and Definition of Personality:
Gordon Allport defines personality as “what an individual really is, as

an internal something that guides and directs all human activity”.
In psychology, different theorists interpret personality in different ways.

Carl Rogens views personality in terms of self, an organized, permanent,
subjectively perceived entity that is at the heart all out experiences.
According to Maddi “personality is a stable set of characteristics and

tendencies that determine those commodities and differences in the
psychological behaviour (thoughts, feelings, actions) of people that have
continuity in time and that may not be easily understood as the sole result of
the social and biological pressures of the moment.
The environment that influence personality formation include culture,

family group membership and life experiences.
Chart No.3.2
Personality Determinants
Personality
Environment
Heredity  Culture
 Family
 Group Membership
Source: Based on “Organizational Behaviour” written
by Life Experiences
Ashwathappa K, 2001.
3.2(b) Perception
Perception is another important factor of individual behaviour in
organizations. In simple sense, it is understood as the out of seeing what is
there to be seen, but seen is influenced by perceiver, the object and the
environment.
Perception is the set of processes by which individual become aware of

information about their environment. In an organization perception has many
implications on managers, particularly in motivation and performance,
appraisal. So there is need to study the perception of an individual toward his
work, sub-ordinates and superiors in bank.
Meaning and Definition:
B. Van Halter, Gilmer

“Perception is the process of becoming aware of situation of adding
meaningful associations to sensations”.
Stephen Robbins
“The perception can be defined as a process by which individual
organize and interpret their sensory impressions in order to give meaning to
their environment”.
Uday Pareek
“The process of receiving, selecting, organizing, interpreting, checking
and reacting sensory stimuli or data”.
The perception is influenced by the things about the object in its
surroundings. So the perception well understood of perceptual process. The
things about object in its surroundings influence the perception. So the

perception well understood by perceptual process.
Chart No. 3.3

Perceptual Process
Object
Awareness
Recognition
Interpretation
Source: Based on book “Organizational behaviour” written by Gregory Moorhead

and Ricky. W. Griffin. Response
The perception is influenced by characteristics of the object i.e., what is

being perceived about person, event and an activity. It stimulates to make
aware of the object, so this object is recognized for what it is, and meaning of
the object must then be interpreted. Finally, interpretation triggers a response,
in this way one person can perceive the something. In organization, that will
influence the behaviour of a person in organization.
Table No. 3.9

Employees Perception About Job
No. of No. of Percentage(%)

employees employees
Particulars Total Not Total
agree to not agree A TOT
A TOT
this to this
Boring 0 14 14 0 100 100
Mentally 7 7 14 50 50 100
Streneous
Physically 10 2 14 71.43 28.57 100
Streneous
Respective 12 2 14 85.71 14.29 100
Source: Survey data
Graph No. 3.9

Graph showing Employees Perception about their Job
100 85.71
100 71.43
80 50
50
60
28.57
Percentage
40 14.29
20 0
0
Boring Mentally Physically Respective
Streneous Streneous
Employees Feel
A TOT Not A TOT
Out of 14 surveyed employees, 14 employees have stated that their job is

not boring one. 7 (50%) employees have opinion that the job is mentally
strenuous as it includes doing many calculations and rest of 7 (50%)
employees have opinion that job is not mentally strenuous.
Out of 14 surveyed employees (10 (71.43 %) employees have opined that
job is quite physically strenuous because they have to sit in the same place
from morning to evening and rest of 2 (28.57 %) employees have opined that
job is not physically strenuous.
Out of 14 surveyed employees 12 (85.71%) have opined that the present
job in which they are working is respective one but rest of 2 (14.29%)
employees have opined that present job is not respective one due to some
reasons. It may be they want to be in higher position or they want more
monetary benefits from the organization or they want to quit from that job.
A TOT – Agreed total
3.2(c) Learning and Attitudes

Learning
All organizational behaviour is either directly or indirectly affected by
learning. For ex: a worker skills, a manager attitude. So with the application
of learning process and principles we can manage and improve the employee
behaviour.
Learning is another important variable in human behaviour. In learning
process or new work behaviour depends on environmental factors. So
effective manager do not try to change employees personalities or basic
beliefs, rather they focus on identifying observable employees behaviour and

environmental conditions that effect these behaviour.
Learning is a relatively permanent change in the frequency of occurance
of a specific individual behaviour. In an organization employees need to learn
and practice productive work behaviour and although the re-inforcement and
punishment play a central role in learning. Through this employee will going
to learn something. This study is conducted to know the learning process.
Meaning and Definitions:
Learning is change behaviour through education and learning, practice

and experience it is accompanied by acquisition of knowledge, skills and
expertise which are relatively permanent. “Learning is the process of
acquiring the ability to respond adequately to a situation which may or may
not have been previously encountered, favourable modification with previous
experiences.
According to E.R. Hilgard

“Learning may be defined as a relatively permanent change in behaviour
that occurs as a result of prior experience”.
Learning can be defined as relatively permanent change in behaviour
potentiality that results from reinforced practice or experience.
M.C. Gehees
“Learning has taken place if an individual behaves, reacts, responds as a
result of experience in a manner different from the way be formely behaved”.
Training Programme
The training system of the Bank has been one of its greatest strengths and
training is a dynamic process, that help in acquiring knowledge and skills to
improve the work efficiency that give full knowledge about the job.
In ING Vysya Bank some employees were attended training programme
and some were not. Their opinion regarding this is tabulated as below.
Table No. 3.10

Employee’s Training Programme
Particulars No. of Employees Percentage
Attended 8 57.14
Not attended 6 42.86
Total 14 100
Source: Survey Data
.
Graph No. 3.10
Employees Training Programme
60 57.14 42.86
50
40
Training
Programme 30
20
10
0
Percentage
Attended Not attended
Out of 14 surveyed employees 8(57.14%) have attended training

programme and rest of 6 (42.86%) were not attended due to some reasons.
The following other two tables reveals the data relating to usefulness of
training programme attended and reasons for not attending the same
Table No. 3.11
Employee’s Training Programme and their Benefit

Beneficial 8 100
Not beneficial 0 0
Total 8 100
Source: Survey Data
Graph No. 3.11
Employees Training Programme and their Benefit
100
100
80
60
40
20
0
0
Percentage
Beneficial Not beneficial
Out of the 14 surveyed employees 8 employees attended the training

programmes. All the 8 employees have the opinion that training programme
which they have attended is fully beneficial for their working in the bank.
Table No. 3.12

Employee’s Training Programme and Impact of Training

High 3 37.5
Medium 5 62.5
Low 0 0
Total 8 100
Source: Survey Data
Graph No. 3.12

Employee’s Training Programme and Impact of Training
62.5
70
60
50 37.5
40
30
20
0
10
0
Percentage
High Medium Low
Out of 14 surveyed employees 8 employees have attend the training

programme. Among 8 employees 3 (37.5%) have opined that training
programme has highly increased their ability and rest of 5 (62.5%) have
opined that it has increased their ability at a medium level.
Table No. 3.13

Employee’s Training Programme & Efficiency Level

Improved 7 87.5
Medium 1 12.5
Low 0 0
Total 14 100
Source: Survey Data
Graph No. 3.13

Employee’s Training Programme Efficiency Level
87.5
100
80
60
40 12.5
20 0
0
Percentage
Improved Medium Low
Out of 14 surveyed employees, 8 employees have attended the training

programme. 7(87.5%) employees have stated that training programme has
fully improved their efficiency level and 1 (12.5%) have stated that efficiency
has increased at a medium level
Table No. 3.14

Reasons indicated for not Attending the Training Programmes
Particulars Total Percentage Total
No. of No. of
employees employees Not A
A to this
agree to not agree This
this to this
Not 2 4 6 33.33 66.67 100
interested
Did get the 4 2 6 66.67 33.33 100
opportunity
Neglected 5 1 6 83.33 16.67 100
Source: Survey Data
Graph No. 3.14

Reasons indicated for not Attending the Training Programmes
90 83.33
80 66.67 66.67
70
60
50 33.33 33.33
percentage
40
16.67
30
20
10
0
Not interested Did get the Neglected
opportunity
Reasons indicated
A to this Not A This
Out of 14 surveyed employees 6 (42.86%) have not attended the training

programme. From the above table it is clear that, out of 6, 2 (33.33%) have
stated that they are not interested to attend training programme and 4
(66.67%) have stated that they are interested in training programme. Because
it was arranged during working hours.
4 (66.67%) employees stated that they did not get the opportunity and 2
(33.33%) stated that they get the opportunity but they have not attended the
training programme.
5(83.33%) employees stated that they were neglected for the training
programme and 1 (16.67%) employee stated that he did neglect the training
but due to some other reasons he has not attended the training programme.
A to this – Agree to this
3.2 (d) Attitude

Introduction:
The behaviour of an individual depends upon the manner in which he

experiences the stimulas. The attitudes of an individual is an important
variable in determining the way in which he will experience a stimulas
situation. Hence, knowledge of attitudes greatly contributes to an
understanding of the reactions of people or person.
Attitudes are the feelings and beliefs that largely determining how
employees will perceive their environment. Commit themselves to intended
actions and ultimately behave. So attitude play a very important role in
determining the behaviour of human being.
Gordon W. Allport
“Attitude is a mental and neural state of readiness. Organized through
experience, exerting directions or dynamic influence upon the individual’s
response to all objects and situations with when it is related”.
Stephen. P. Robbins
“Attitudes are evaluative statements either favourable or unfavourable
concerning objects. People or events they reflect how one felts about
something”.
Employees Attitudes:
Towards his / her job:

The attitude is a foundation of success, it is a key to getting the response
you want from others. An employee or employer be good in their roles
because of their attitude. The study revealed that out of 14 surveyed
employees all are got positive attitude about their job. They tell that job is
respective one.
Employees relationship with superiors:
The relationship with the superiors working in the Organization is very

important. This relationship reflect on the working of the employees. The
following table shows the relationship of employees with the superiors.
Table No. 3.15
Employees relationship with superiors

Best 3 21.43
Better 11 78.57
Bad 0 0
Total 14 100
Source: Survey Data
Graph No. No. 3.15

Employees Relatonship with Superiors
78.57
80
60
Relationship
40
21.43
20
0
0
Percentage
Best Better Bad
Out of 14 surveyed employees, 11 (78.57%) employees revealed they

are having better relationship with superiors and rest of 3 (21.43%) revealed
that they are having best relationship with superiors.
3.2 (e) Motivation
In an organizational behaviour motivation get great importance. The

employees attitudes, personalities and behaviour mainly depends on how his
employee or management motivated.
Motivation refers to the behaviour itself or and result of all the inputs.
Motivation also requires discoverning and understanding employees drives
and needs.
Many concept and model theories was developed in motivation by the

researchers, but this study is conducted to know what motiavational factors
influences the work performance and behaviour of employee in ING Vysya
Bank.
“Motivation is the result of processes internal or external to the

individual that arouse enthusiasm and persistence to presue a certain course of
action”.
According to H.M. Richard

“It is the process of creating organizational conditions which will impel
employees to strict to attain company goals”.
According to J.C. Mill Willis

“It is the stimulation of any emotion or desired up on once’s will and
promoting or drining it to action”.
Factors Motivating Employees in Bank:

The motivational factor is a major factor that influences the employees to
work. The present study is to find out which factor motivated them to work.
The following table shows the same.
Table No. 3.16

Factors Motivating Employee in ING Vysya Bank

Monetary 6 42.86
Non-monetary 8 57.14
Total 14 100
Source: Survey Data
.
Graph No. No. 3.16
Factors Motivating Employees in ING Vysya Bank
57.14
60
42.86
50
40
Benefits 30
20
10
0
Percentage
Monetary Non-monetary
Out of 14 surveyed employees 8(57.14%) have opined that they get

motivated by non-monetary benefits. If the environment bank is good and
relationships among other employees is good, then it will motivate them to
work effectively.
Only 6 (42.86%) employees choose the monetary benefits i.e., money
provided by the bank has basically motivated them to work.
3.2 (f) Job Satisfaction:

An individuals attitude towards his or her job, is one of the most widely
studied variables in the entire field of organizational behaviour. When
employees are positive towards his/her work, employees are said to be
satisfied.
Job satisfaction is a set of favourable or unfavourable feelings and
emotions with which employee view their work. Job satisfaction is an
effective attitude, a feeling of relative like or dislike towards his/her job and
management need information on employee job satisfaction in order to make
sound decision both in presenting and sloving employee problem.
Job satisfaction generally means “One’s feeling towards his/her job”.

According to E.A Locke
“Job satisfaction is a pleasurable positive emotionable state resulting
from appraisal of one’s job or job experience”.
According to Danis and Nerostrom

“Job satisfaction is a favourable or unfavourable feelings with which
employees view their work”.
Levels of employees job satisfaction:
The background of job-satisfaction will improve the work level, basically

satisfied employee will work more effectively and efficiently and would be
more active with in the organization. A study will help to know level of job
satisfaction and impact on the individual and group behaviour.
The study revealed that all the employees in ING Vysya Bank are
satisfied with his/her job and they are satisfied with the relationship with
superiors but some employees opined that job is mentally and physically
strenuous.
3.3 Inter Personal Relationship in the Bank
3.3(a) Introduction:
Just as there are relationships and inter actions between people in groups,
there are inter-actions and relationships between groups in organizations. In
an organization, different groups specialize in different function efficiently
and effectively, the activities of these groups must be properly co-ordinated.
The nature of inter-personal relationships has a significant impact on the co-
ordination between the employees, which in turn affects the performance of
the employees and the organization.
3.3(b) Meaning and Definition:
Inter-personal relationship means it is the relationship between different

employees working in an organization and top management people looking
after the organization.
It means “a collection of two or more inter acting individual with a stable
pattern of relationships between them, who share common goals and who
perceive themselves as being a group”.
3.3(c) Employees relationship with the manager in Bank:
Manager is one who runs the bank effectively and efficiently. The
employees relationship with the manager is more important because he is the
only person who is providing guide lines, suggestions and other related
information which is essential for doing their job effectively. The relationship
between them should be maintained in an effective way. The following table
shows the level of employees relationship with the manager.
Table No. 3.17

Employees Relationship with the Manager in Bank
Particulars No. of employees Percentage (%)
Good 5 35.71
Better 5 35.71
Best 3 21.43
Bad 1 7.15
Total 14 100
Source: Survey Data
Graph No. 3.17

Employees Relationship with the Manager in Bank
40 35.71 35.71
35
30
25 21.43
20
15
10 7.15
5
0
Percentage (%)
Good Better Best Bad
Out of 14 surveyed employees, 5 (35.71%) have opined that their

relationship with manager is good, 5 (35.71%) have opined that their
relationship with manager is better, 3 (21.43%) employees opined that
relationship with manager is best and rest 1 (7.15%) has opined that
relationship with manager is not good it may be because of his looking style
towards manager.
3.3(d) Employees satisfaction level with manager support:
The support of manager in a Bank plays a very important role. When a

manager gives good support for the employees working there, he can get work
done with in a short period of time and he can introduce new techniques of
doing job and getting more business from customers. The following table
gives information regarding employees satisfaction level with the manager
support.
Table No. 3.18
Level of Employees Satisfaction with the Manager Support
Satisfied 13 92.86
Not satisfied 1 7.14
Total 14 100
Source: Survey Data
.
Graph No.3.18
Level of Employees Satisfaction with the Manager Support
92.86
100
80
60
40
20 7.14
0
Percentage (%)
Satisfied Not satisfied
Out of 14 surveyed employees,. 13(92.86%) have opined that they are

satisfied with the manager support for working in the organization and rest 1
(7.14%) has opined that he is not satisfied with present level of support from
manager. He may expecting much more support from the manager.
3.3 (f) Employees Relationship with Other Employees Working in the

Bank:
The relationship of employees with other employees working in an

organization is very important. The relationship with other employees
working healthy in an organization will increase an employees working
efficiency. The following table shows the level of employees relationship
with other employees working in the Bank.
Table No. 3.19

Level of Employees Relationship with Other Employees Working in Bank

Good 5 35.71
Better 7 50
Best 2 14.29
Bad 0 0
Total 14 100
Source: Survey Data
.
Graph No. 3.19
Level of employees relationship with other employees working in Bank
50
50
45
40 35.71
35
30
25
20
14.29
15
10
5
0
0
Percentage (% )
Out of 14 surveyed, 7 (50%) have opined that their relationship is at

better level of with other employees working in the bank, 5 (35.77%) have
opined that the relationship with other employees working in bank is good and
2 (14.29%) have opined that the relationship with them is best
4.1 (a) INTRODUCTION:
A group is two or more people who interact so as to influence one

another. It is important to study groups because they are every where in our
society. They can profoundly affect individual behaviour, and the behaviour
of individuals in a group is key to the group’s success or failure. The work
group is the primary means by which managers co-ordinate individual
behaviour to achieve organizational goals.
The group becomes a person’s primary source of identification with the

organization. That is, we cannot study behaviour in organization without
endeavoring to understand the behaviour of people in group settings, so the
study is help to know the group behaviour and also identify the individual
behaviour in group and how it will help to organizational development.
According to Marvin Shaw

“A group is two or more persons who are interacting with one another
in such a manner that each person influences and is influenced by each other
person”.
According to S.S.Khanka
“A collection of people who have a common purpose or objective,
interact with each other to accomplish the group objectives are aware of one
another and perceive themselves to be part of group”.
Harold. H. Kelley and J.W. Thibaut defines “A collection of
individuals - - - the members accept a common task, become interdependent
in their performance and interact with one another to promote its

accomplishment”.
4.1(b) Group Structure:
The work groups are the organized systems. The structure of the group
is going to shapes the behaviour of members, i.e., individual behaviour with in
a group. The group structure help to improve the performance of the group
behaviour to achieve organizational goals.
The group structure of different variables they are formal leadership,
roles, group size inter personal capabilities and membership heterogenecity
and status congruence.
The study has made to know the structural design of group in ING
Vysya Bank, branch of Davangere and to know how the structural design of
group will improve the behaviour of individual and also group.
4.1(c) Types of groups:
The groups may be differentiated on the basis of relative performance

and degree of formality. Group formation and development have important
effects on a group’s performance. On the basis of this groups are classified
into formal and informal groups.
The two types of formal groups are command and task groups;
friendship and interest groups are two types of informal groups. Command
groups are relatively permanent work groups established by the organization
and are usually specified in an organization chart. Task groups although also
established by the organization, are relatively temporary and exist only until
the specific task is accomplished. It only formulated to achieve specific task.
In friendship groups, the affiliation among the people arise from close
social relationships and the pleasure that comes from being together, the
common bond in interest groups is the activity in which the members engage.
The study is made to know the types of groups inING Vysya Bank and
how effective an individual behaviour and in groups works at ING Vysya
Bank.
4.1 (d) Group Norms:
A norm is a standard against which the appropriateness of behaviour is

judged. Thus, a norm is the expected behavioural pattern in a certain
situation.
Group norms are a set of believes, feelings and attitudes commonly
showed by group members. Group norms are usually established during the
second stage of group development (communication and decision making)
and carried forward into maturity stage.
Norms usually regulate the behaviour of group members rather than
their thoughts or feelings.
Norms help people function and relate to each other in predictable and
efficient ways, normally norms serves four purposes. They facilitate group
survival, simplify and make more predictable the behaviour of group members
help the group to avoid embarrassing situations and express the central values
of the group and identify the group to others.
4.2 GROUP COHESIVENESS:
A characteristic feature of groups which is particularly important for the

behaviour of their members is cohesiveness, or the extent to which the
members are attracted to each other and to the group. And it is a degree to
which members are attached and motivated to remain part of a group.
Group cohesiveness results from “all forces cutting on the members to

remain in the group”. The forces that create cohesiveness are attraction to the
group, resistance to having the group and the motivation to remain a member
of the group.
The relationship between group cohesiveness, productivity and other

group factors are very complex. The most organizationally productive groups
are highly cohesive and have goals that are compatible with the organizations.
In managing groups in organisations the manager should consider the
goals of groups as well as the factors that effect group cohesiveness.
Employees Opinion about the type of Group:
Basically the group will improve the individual capability that is more
efficient. The following table tells about the type of group in the bank.
Table No.4.1
Employees Opinion about type of Group in the Bank
Formal 9 64.29
Informal 5 37.21
Total 14 100
Source: Survey Data
Graph No. 4.1

Employees Opinion about type of Group
80
60
40
20
0
Percentage (%)
Formal Informal
Out of 14 surveyed employees, 9 (64.29%) have stated that they

are having formal groups in the bank and 5 (37.21%) have stated that
they are having informal group.
Employees Opinion about the Group:
The various groups formed in organization plays a crucial role in

the working of employees. This will improve an individual’s efficiency.
The study revealed that bank employees believe in group support.
Table No.4.2
Employees Opinion about the Group
Best 3 21.43
Better 11 78.57
Bad 0 0
Total 14 100
Source: Survey Data
Graph No.4.2
Employees opinion about the group
80
60
40
20
0
Percentage (%)
Best Better Bad
Out of 14 surveyed employees, 3 (21.43%) opined that they feel

group decisions help in achieving both individual and group goals and 11
(78.57%) of employees opinion is that group is better.
In ING Vysya Bank all the 14 employees observe group as motivational
and goal oriented.
BANK FUNCTIONS VIS-À-VIS ORGANIZATIONAL BEHAVIOUR
4.3 LEADERSHIP
Introduction
The Indian business houses are not only concentrating on there
domestic market, but they are looking towards global market and global
investment opportunities. This changes has necessitated the development of
greater entrepreneurial skills. Leadership leads to professionalism and team
work in their enterprises.
Leadership is an another important variable of interpersonal behaviour
in an organization to achieve organizational goals. Leadership is the process
of influencing and supporting others to work enthusiastically towards
achieving objectives. It is the critical factor that helps an individual or group
to identify its goals and then motivate and assist in achieving the stated goals.
So leadership is the catalyst that transforms potential into reality.
Leadership is an important part of management. Successful leadership
depends more on appropriate behaviour, skills and actions and also on
personal traits. The ability of manager is to induce subordinates to work with
zeal and confidence. He also pools needed resource, guide and motivate the
subordinates to reach the organizational goals. But leadership is not only
using of people and their potentials for realizing organizational goals. But this
study will help us to know the effective leadership behaviour skills and
actions in a manager in the ING Vysya Bank, Davangere Branch.
Hemphill and Coons

“Leadership is the behaviour of an individual when he is directing the
activities of group towards a shared goal”.
According to Tannendaum etal.,

“Leadership is interpersonal influence, exorcised in a situation and
directed, through the communication process, towards the attainment of a
specified goal or goals”.
According to Jacobs
“Leadership is an interaction between persons in which one presents
information of a sort and in such a manner that the other becomes convinced
that this outcomes (benefits / costs ratios) will be improved it behaves in the
manner suggested or desired”.
Leadership is both a process and property. The process of leadership is

the use of non-coercive influence to direct and co-ordinate the activities of the
members of an organized group towards the accomplishment of group
objectives. As a property, leadership is the set of qualities or characteristics
attributed to those who are perceived to successfully employ such influence.
Leadership is “the relationship in which one person (the leader)

influences others to work together willingly on related tasks to attain goals
desired by the leader and or group”.
“Leadership is the process of encouraging and helping others to work
enthusiastically towards objectives”.
The study reveals that manager play a role of good leader in an

organization.
4.4 COMMUNICATION:
Introduction
Whether in a movie company, a manufacturing or service firm or the
federal Government, communication is the ever present activity in which
people relate to one another and combine their efforts. Communication is
necessary to perpetuate the health of the organisation. The productivity and
efficiency is improved through key information, i.e., effective communication
between manager and employees. In today’s employee have a powerful desire
to know what is going on and how they fit into the large picture. More than
before, manager need to engage in systematic and extensive communication in
upward, downward and lateral directions and listening skills is highly
important in the communication process.
Communication is the transfer and understanding of information from
one person to another person. It is a way of reaching others by transmitting
ideas, facts thoughts, feelings and values. Its goal is to receive and understand
the message as it was intended. When communication is effective, it provides
a meaningful bridge between the two people so that they can share what they
feel and know, and it also improves an inter personal behaviour in
organization.
In an organization communication plays a very important role. It gives

information about all the things and develops the co-ordination between
management and employees and an effective communication tend to
encourage better performance and job satisfaction.
4.5 CONFLICT:
Organizations requires people to work together and communicate with

one another to improve the inter-personal relationship. But almost every
working relationship will produce some degree of conflict across time.
Conflicts depend on the attitudes and skills of the employees.
Related to power and policies in organizational life, is conflict.

Conflict can occur between individuals or between groups. And it is often
started by political behaviour or it occurs when group thinks it attempts to
achieve its goal or being blocked by another group. It may arise due to
financial resources or number or authorized positions in work. It causes
obstacles to its goal alignment. The proper management and good
relationship within organization may show it.
The study is made to know the conflict in ING Vysya bank and how
management will work to show the conflict and to know what is the effect of
conflict on organizational behaviour.
Conflict is any situation in which two or more parties feel themselves in

opposition.
Conflict is an interpersonal process that arises from disagreement over
the goals to attain or the methods to be used to accomplish those goals.
“Conflict is a negative attitude between individuals or groups in an
organization due to high competition”.
4.3 CHANGE AND DEVELOPMENT:
The organizations facing a dramatic environmental change in day to

day life i.e., for globalisation, advanced information technology. The ethics
gain more important in new business organizations, so for this reason the
organization may change its hierarchal structure and work structure.
Change is any alteration occurring in the work environment that effect
the ways in which employees must act. Their changes may be planned or
unplanned, positive or negative, strong or weak, slow or rapid or stimulated
internally or externally.
Employees opinion regarding Organization using Employees feed back :
In an organization it must use employees feed back for introducing any

new plans or reframing the existing policies or system or rechanging the
structure. These feed backs will help in developing the organization. The
following table gives employees opinion regarding using their feed backs.
Table No.4.3
Employees opinion regarding organization using employees feed back
Yes 11 78.57
No 3 21.43
Total 14 100
Source: Survey Data
Graph No.4.3
Employees opinion regarding organization using employees feed back
80
60
40
20
0
Percentage (%)
Yes No
Out of 14 surveyed employees, 11 (78.57%) have opined that their

organization is using their feed back to under take many developmental
activities and 3 (21.43%) have opined that their organization is not using
employees feed back
Work Stress:
People in an organization work together but some time the worker may
feel work over load or he develop emotional or physical problems as a result
of stress, it may cause by factors at work or out of the work place. It affects
various elements of job performance.
Stress has become an inescapable part of most jobs. It is also
dangerous part if not properly managed. So it place very important role in
every organization. It may cause the behaviour of an individual at work place.
So managing of stress at work place is very important.
Stress is the general term applied to the pressure people feel in life.
According to Moorhead and Griffen “Stress as a persons adaptive
response to a stimulus that places excessive psychological or physical
demands on that person”.
Stress refers to an individual’s reaction to a disturbing factor in the

environment.
As per survey employees feel that heavy workload is due to heavy
transactions in organization.
Organizational Development:
The change play important role in organistional heaviour due to change

many developmental activities are implemented by organizations to meet the
change. So the management of change and the development of human
resource is called organizational development.
According to French and Bell

“Organisation development is a long-range effort to improve an
organizations problem slowing and renewal process, particularly through a
more effectie and collaborative management of organization culture-with
special emphasis on the culture of formal work teams with the assistance of a
change agent or catalyst and the use of the theory and technology of applied
behaviour, science, including action research”.
According to Koontz
“Organisational development is a systematic, integrated and planned
approvals to improve the effectiveness of the enterprise. It is designed to
slove problems that adversely effect the operational efficiency at all levels”.
In general
Organizational development is a long term, more encompassing change
approach meant to improve individual as well as organizational well being in
a changed situation.
Initiative:
The initiative activity in banking sector will improves the work ability
with new changes.
The following table shows the initiative things in ING Vysya Bank.
Table No.4.4
Initiative level of Bank
Best 4 28.57
Better 9 64.29
Bad 1 7.14
Total 14 100
Source: Survey Data
.
Graph No.4.4
Initiative level of Bank
64.29
70
60
50
40 28.57
30
20 7.14
10
0
Percentage (%)
Best Better Bad
About initiative out of 14 employees 4 (28.57%) opined that Bank give

best initiative facilities and 9 (64.29%) of employees opined that better
facilities for initiative things. Only one (7.14%) choosed bad i.e., there is no
chance for initiative things
Team Spirit:
The team approach to managing organizations is having a diverse and

substantial impact on organizations and individuals. Teams promise to be a
cornerstone of progressive management for the foreseeable future. The team
hold themselves mutually accountable for results, rather than merely meeting
a manager’s demands for results.
The following table gives employees opinion regarding team spirit in
the Bank.
Table No.4.5
Employees opinion regarding Team Spirit in Bank

Good 4 28.57
Better 7 50.00
Best 3 21.43
Bad 0 0
Total 14 100
Source: Survey Data
.
Graph No.4.5
Employees opinion regarding Team Sprit in Bank
50 50
45
40
35 28.57
30
21.43
25
20
15
10
5 0
0
Percentage (%)
Out of 14 surveyed employees, 7 (50%) employees opined that team

spirit level is at better, 4 (28.57%) employees opined that team spirit is at
good level and 3 (21.43%) employees opined the level of team spirit is best in
the organization
Organizational Effectiveness:
Organizations are social systems. Several parties have their states in

organizations. Hence, the basic purpose of the study organizational behaviour
has understood how people should be handled effectively for the successful
attainment of organizational goals. This is because proper handling of people
and organizational resource helps managers make organizations more
effective.
The organizational efficiency is measured or defined in terms of

productivity, profitability and growth. So the study is made to know the
effective i.e., profitability and growth of individual and organization in ING
Vysya Bank.
5.1 INTRODUCTION:
“Customer satisfaction and service are both affordable and profitable because
a satisfied customer becomes a salesman forever”.
The customers services are playing a very important role in banking

business. The customer revolution took place in the Western world a decade
earlier. Banking is concerned with the exchange relationship between the bank
and its customer where customer service and quality are the key linkage of
such relationship.
The banking sector is one of the important service sectors. It plays a
vital role in the economic growth of a country. Also, it is a larger contributor
to nations GDP (gross domestics product).
The customer service is gaining importance in the face of growing
competition, technology advancement, expanding world market, i.e., the
modern banking is driven by the information technology which is used in
effective management.
Today in the economy of any country, Banks play a vital role. One can
not think of development of any nations without active assistance rendered by
bank or financial institutions. It is a service industry. It provides services to
every people. The bank expected to give top priority to provide satisfactory
services to their customers whether they may be borrowers, depositors or any
other person, who use the services of bank and the main motto should be “
Customer satisfaction”.
The main aim of bank is providing service and the success on works,
depend on the range of quality and qualitative service. The main two factors in
this competition era is to create a satisfaction to customer and provide their
service at low cost. These two automatically help to maximize its shareholder
value.
The only way to win customer and competition is by doing a better job
of meeting, satisfying customer needs through better services. Thus by
adopting customer oriented strategies can do it.
“ Customer satisfaction is the art of managing customer expectations
and perceptions “.
Meaning :
In the banking business context, the word customer means a person

who has a bank account in his/her name and for whom banker provide some
facilities and these facilities are called services.
The customer service means, general range of service designed to meet
the customer needs, not only the present but also the demand of the potential
prospective customer.
The services are the bunch of facilities provided to customers and the
customers need banking services in different level and in every area. So for
these reasons, Banks have strive hard to improve the quality and efficiency of
services.
5.2 CUSTOMER-MANAGEMENT RELATIONSHIP :
In the modern era of competition, customer relationship has got a very

important role to play in any organizations. The importance of the customers
and their services become more relevant in the competitive environment.
As the father of the Nation Mahatma Gandhi told us about the
importance of customer to management, i.e.,” A customer is the most
important visitor in our premises, he is not dependent on us, we are dependent
on him. He is not an interrupt in your work. He is the purpose of it . He is not
an outsider on our business, he is a part of it, we are not doing a favour by
serving him. He is doing the favour by giving us an opportunity to do so “.
The management has to think about customer behaviour, besides
providing necessary services. Retention of customer is possible only when
management maintains good relationship. Hence, customer relationship
management is very important for organizations.
5.3 GENERAL PROFILE OF THE CUSTOMERS:

Gender difference of the Customers :
The society is consist of male and female customers but our society is
male dominated society. Main activities are carried out by the male only. Now
a days the female also getting place in society.
The following table shows the number of male and female customers in
ING VYSYA bank.
Table No 5.1
Gender Classification of Customers
Gender No. of Respondents Percentage (%)

Male 26 86.67
Female 04 13.33
TOTAL 30 100
Graph No. 5.1

Gender Classification of Customers
Female,
13.33
Male, 86.67
Male Female
Out of the 30 surveyed customers 26(86.67%) belong to the male

category and 4(13.33%) belong to female category. Through this we come to
know that in our society maximum customer belongs to male category.
Age of Customers :
The transaction of a person with the bank travels with the age of
customers. Most of the customers we have surveyed are aged between 20-30
years. The age-group wise distribution of customers under the study has been
classified into 4 types as indicated in the following table.
Table No 5.2
Age Classification of customers
Age No. of Respondents Percentage (%)
Below 20 years 01 3.33
Between 20-30 years 12 40.00
Between 30-50 years 06 20.00
TOTAL 30 100
Graph No. 5.1
Gender Classification of customers
3.33 Below 20 years

36.67 Between 20-30 years
40
Between 30-50 years
Above 50 years
20
Out of the 30 surveyed customers 12(40%) belong to the age group of

between 20-30 years.11(36.67%) respondents belong to age group of above 50
years,6(20%) respondents belong to age group between 30-50 years and only
1(3.33%) belong to age group of below 20 years. So, that we come to know
that the age will influence the transactions with the bank.
Educational Level of Customers:

Education is said to be an important variable which influence the
customer to deal with the bank. Education not only helps for acquisition of
knowledge. It shows the path to maintain good relationship with the banker.
The survey conducted to know the education level of the customer. The
following table indicates the education level of customers.
Table No 5.3
Educational Background of Customers
Educational Background No. of Respondents Percentage (%)

S.S.L.C 07 23.33
P.U.C 08 26.67
Degree 09 30.00
P.G 06 20.00
TOTAL 30 100
Graph No. 5.3

Educational Background of Customers
20
23.33
S .S .L.C
P .U.C
De gre e
P .G
30
26.67
Out of the 30 surveyed customers 9(30%) customer have completed their

degree, 8(26.67%) have done their P.U.C, 6 (20%) have completed their P.G
and 7(23.33%) customer basically belongs to S.S.L.C group.
From the above we can infer that the education level will help to
provide good relationship with the bank.
Occupational Background of Customers :

The background of the occupation will influence the customer in
holding of an account in a bank. On the types of accounts depending upon
his/her occupation. The following table shows the occupational level of
customers.
Table No 5.4
Occupational Status of Customers
Particulars No. of Respondents Percentage (%)

Business men 10 33.33
Professionals 03 10.00
Govt. employees 04 13.33
Private employees 07 23.33
Students 01 03.33
House wines 02 06.67
Agriculturists 03 10.00
TOTAL 30 100
Graph No 5.4
Occupational Status of Customers
10
6.67
3.33 33.33
23.33
10
13.33
Business men Professionals Govt. employees

Private employees Students House wines
Agriculturists
Out of the 30 surveyed customers 10 (33.33%) belong to business

men group, 07(23.33%) customers belong to private employee group, 4
(13.33%) are Govt. employees, 3(10%) customers are professionals, 2(6.67%)
customers are house wives, 3(10%) are agriculturists and only 1(3.33%)
belong to student group.
Monthly Income of Customers :
The monthly income of customer has a great impact on the savings

made by them. On the basis of their monthly income, they deposit certain
percentage of income as savings in the bank.
The following table shows the monthly income of customers..
Table No 5.5
Monthly Income of Customers
Monthly Income No. of Respondents Percentage (%)

Below Rs. 5000 10 33.33
Rs. 5001-Rs.10,000 14 46.67
Rs.10,001-Rs.15,000 05 16.67
Rs.15,001 & above 01 03.33
TOTAL 30 100
Graph No. 5.5

Monthly Income of Customers
3.33
16.67
33.33
46.67
Below Rs. 5000 Rs. 5001-Rs.10,000

Rs.10,001-Rs.15,000 Rs.15,001 & above
Out of 30 surveyed respondents 14(46.67%) respondents belong to

Rs.5001-Rs.10,000 income group,10(33.33%) belong to below Rs. 5000
income group, 5(16.67%) belong to Rs. 10,001 to Rs. 15,000 income group
and only 1(3.33%) belong to Rs. 15001 and above income group
The Reason for Selecting ING VYSYA Bank :
In our society many of the financial institutions are providing good

services to the public. The banking sectors main objective is to provide a
valuable service to the customers. In this regard the study revealed that why
customer select the ING VYSYA Bank. The following table shows the
opinion of the customers.
Table No 5.6
Reasons for Choosing ING VYSYA Bank
Convenient 08 26.67
Personal relationship 05 16.67
Good service 14 46.67
Shareholder 03 10.00
other 00 0.0
TOTAL 30 100
Graph No 5.6
Reasons for Choosing ING VYSYA Bank
50 46.67
45
40
35
30 26.67
25
Percentage(%)
20 16.67
15
10
10
5 0
0
Conve nie nt P e rsona l Good se rvic e S ha re holde r ot he r
re la t ionship
Particulars
Out of 30 surveyed respondents 14(46.67%) of customers go with good

service provided by bank, 8(26.67%) customer go with convenient,5(16.67%)
go with personal relationship and 3(10%) customer states that they are
shareholder of the bank.
Types of Account have in ING Vysya Bank:

The customer will choose the type of account depending upon their
number of transactions with bank or their convenience. The study revealed
that maximum customer choose the savings bank account. The following
table indicates the customer account’s type.
Table No 5.7
Type of Accounts opted by Customers

Savings bank account 18 60.00
Current account 05 16.67
Fixed deposit account 06 20.00
Recurring deposit 01 03.33
account
TOTAL 30 100
Graph No 5.7
Type of Accounts opted by Customers
60
60
50
40
30
Percentage
20
20 16.67
10 3.33
0
Savings bank Current Fixed deposit Recurring
account account account deposit
account
Particulars
Out of 30 surveyed customers, 18(60%) of customers having savings

bank account, 6(20%) customers having fixed deposit account,5(16.67%)
customers having current account and 1(3.33%) customer having recurring
deposit account.
5.4 VARIOUS SERVICES OFFERED BY ING VYSYA BANK:
When ING VYSYA Bank commenced operations in 1930,its main

objective was to promote banking habbit and it focused on the growth and
development of agriculture and other areas. Today ING VYSYA bank
provides services through 400 branches including 40 extension countries in
world.
Customer Response with regards to Deposits :
The customer satisfaction is a main aim of any financial institution. In

this regard the study revealed that maximum customers are satisfied with the
deposit schemes offered by the ING VYSYA Bank.
The following table shows the satisfaction level of customers.
Table No 5.8
Customer opinion regarding Deposit schemes
Strongly satisfied 07 23.33
Satisfied 23 76.67
Dissatisfied 00 00.00
TOTAL 30 100
Graph No 5.8
Customer opinion regarding Deposit schemes
76.67
80
60
40 23.33
20 0
0
Percentage (%)
Opinion
Strongly satisfied Satisfied Dissatisfied
Out of 30 surveyed customers, 7(23.33%) of customers are strongly

satisfied with the deposit schemes, interest rates and services provided by
bank and 23(76.67%) customers satisfied with regards to deposit schemes.
Loan Schemes :
The Central government gives loans and advances to the state

government for undertaking development activities and for economic and
social services.
ING VYSYA Bank offers a wide variety of customer services i.e.,
deposits, loans and credit schemes with careful understanding of customer
requirements.
The bank also offers various services in the area of credit cards, retail
banking, corporate banking, treasury management and rural banking.
The following are the various services/schemes offered by the ING

VYSYA Bank. They are
 Deposit services
 Loan services
 Credit card services
1. Deposit schemes:
Bank collects the money from the public as deposits. A determined rate
of interest is paid to the depositors. The deposit schemes correspond to the
clients time frame, requirement of cash, convenience and etc..
The important schemes of the deposits of bank are –
 Fixed deposit scheme

 Cash certificate scheme
 Recurring deposit scheme
 Employee stock option scheme
 Fixed Deposit Scheme :

Fixed deposit accounts are intended for small investors who prefer to
invest their money on safe, bank deposits rather than on risky securities.
This type of accounts are opened with a view to earning high and steady
interest on deposits. The period of deposits, generally various from 3
months to 5 years. The minimum period can be even less than 3 months
but not less than 15 days. The maximum period can be even more than 5
years.
 Cash Certificate Scheme :

These are issued for specified period. They are not negotiable they are
transferable either by endorsement or by executing a transfer deed.
 Recurring Deposit Scheme :

These accounts are meant for people who have regular monthly
incomes. They are intended to encourage the habit of saving among the
depositors on a regular basis. Under this account depositor deposits a fixed
sum of money every month for an agreed period and end of the specified
period, he get back the amount deposited together with the interest accrued
thereon. The period for which a recurring deposit amount is opened varies
from one year to ten years.
 Employee Stock Option Scheme:
This scheme was approved by the share holder at the Annual General
meeting held on 29th September 2001. A total of 5,00,000 shares of Rs.10
each were earmarked under the scheme to be allotted during the period in
which the scheme was in force. These options will vest over a period of 5
years from the date of grant.
Table No.5.9
Type of Loan Borrowers
Education loan 04 30.77
Bank over draft 01 7.69
Cash credit without security 02 15.38
Loan on installment basis 01 7.69
Vehicles loan 02 15.38
Housing loan 02 15.38
Mortgage loan 01 7.69
Total 13 100
Source: Survey data
Graph No.5.9
Type of Loan Borrowers
35
30.77
30
25
Types of loans
20
15.38 15.38 15.38
15
10 7.69 7.69 7.69
5
0
Percentage
Education loan Bank over draft

Cash credit w ithout security Loan on installment basis
Vehicles loan Housing loan
Mortgage loan
Out of 30 surveyed customers, only 13 (43.33%) customers have taken

loans from the bank and 17 (56.67%) of customer not taken loan from the
ING VYSYA Bank.
Out of 13 customers 4 (30.77%) customers have taken education loan, 1

(7.69%) has taken bank over draft, 2 (15.38%) customers have taken cash
credit without security, 1 (7.69%) has taken loan on installment basis, 2
(15.38%) customer have taken vehicles loan, 2 (15.38%) have taken housing
loans and 1 (7.69%) customer has taken mortgage loan.
The Bank introduced many schemes that cater to all people of all ages right
from student loans, loans for working women and loans for retired persons.
The following are the main loan facilities provided by the Bank.
1) Business related loans.
2) Secured over draft
3) Ware house advance.
4) Housing loans
5) Education loans
6) Loans on motor vehicles
7) Jewel loan.
8) Loan for SSI.
Customer response to the loan facility provided by Bank:
Lending of money is one of the important duty of Banking Sector. The

Bank give loans for his customers at cheaper rate of interest. The survey
revealed that ING VYSYA Bank provides a various loan schemes for the
customer.
The following table shows loan receivers list.
Table No.5.10

Customer Satisfaction level in respect of Loans

Strongly satisfied 03 23.08
Satisfied 10 76.92
Dissatisfied 0 0
Total 13 100
Source: Survey data
Graph No.5.10
Customer Satisfaction level in respect of Loans
76.92
80
70
Satisfication level
60
50
40
30 23.08
20
10 0
0
Percentage (%)
Strongly satisfied Satisfied Dissatisfied
Out of 30 surveyed customers, only 13 customers taken loan from the

Bank in that 3 (23.08%) of customers are strongly satisfied in respect of loan
schemes and interest rate and 10 (76.92%) customers are satisfied with loans
schemes, interest rate and time lag between application and sanction of loan
by the Bank.

Customer opinion in respect of Commission charged by the Bank:
The Bank charge some amount on transaction of money i.e., known as

Commission charges. The following table shows the opinion of customers in
respect of commission charges.
Table No.5.11
Customer satisfaction level in respect of Commission Charges
High 05 16.67
Reasonable 21 70.00
Low 04 13.33
Total 30 100
Source: Survey data
Graph No.5.11
Customer satisfaction level in respect of Commission Charges

70
70
60
Satisfication level
50
40
30
16.67 13.33
20
10
0
Percentage (%)
High Reasonable Low
Out of 30 surveyed customers 5 (16.67%) of opinion that charges are

high, 21 (70%) are of opinion that Bank Commission charges are reasonable
and only 4(13.33%) said that charges are low compared to other Banks.
3. Credit Schemes / Electronic Remittances Services:
To ensure efficient and enduring safety for customer payments and

receipts, ING VYSYA Bank offers electronic remittances services. These
services are available in city area not in rural area.
The following are the services provided by Bank.
 Credit clearing service.
 Electronic fund transfer
Various amount facilities and credit cards

Other than above mentioned accounts type, the Bank is offering other
various types of amount facilities. Through offering this facility, the Bank is
attracting new customers.
The various types of amounts are

 Advantage Salary amount
 Solo savings amount
 Freedom account
 General Savings Bank variant (at rural branches)
 General Savings Bank variant (at Semi-urban branches)
 Saral Savings amount
 Demat account
 Safe deposit lockers rental.
 Safe Custody of articles.
 Credit cards
 Inland letter of credit
 Agri and Social Banking unit.
6.1 SUMMARY

Organizations are social systems. They made of the people, by the

people and for the people. Therefore organizational effectiveness depends on
the behaviour and performance of the people consisting them. Human
behaviour in the organizations is unpredictable as are now see it. It is
because, it arises from peoples needs and value systems. It can be partially
understood in terms of frame work of behavioural Science Management and
other disciplines. The present study has been carried out to know the
organization behaviour in ING VYSYS Bank, Davangere branch.
The study addressed itself to the following objectives.

1. To know the vision, mission of the ING VYSYA Bank.
2. To examine the individual behaviour contributing to the improved
organizational effectiveness.
3. To analyse the inter-individual behaviour contributing to the success of
the organization.
4. To examine the group behaviour contributing to the development of the
organization.
5. To study and analyse the customer opinion about the behaviour of
employees individually and collectively.
The needed data for the study was collected from the employees and
customers of ING VYSYA Bank, through administering of
questionnaire and direct interviews.
6.2 MAJOR FINDINGS

After analyzing the profile of organization behaviour of the employee

in ING VYSYA Bank, Davangere branch, the following are some of the
major findings of the study.
1) A review of research studies and the literature on organisation

behaviour and related aspects revealed that the research is being carried
out.
2) The following are the major findings about employees behaviour in
ING VYSYA Bank.
a) Out of 14 surveyed employees 13 (92.86 %) employees belong to
male category and 1 (7.14%) belong to female category.
b) Out of 14 surveyed employees 7 (50%) employees belong to age
group of between 30-40 years, 3 (21.42%) belong to between 40-
50 year age group and 4 (28.5%) belong to above 50 year age
group.
c) Out of 14 surveyed employees majority of employees completed
their degree i.e., 10 (71.43%), 3 (21.43%) of employees
completed their P.G and 1 (7.14%) employee has done his P.U.C.
d) Out of 14 surveyed employee 6 (42.85%) employees belong to
salary group of Rs.6,001-Rs.9,000 and 4 (28.58%) belong to
salary group of Rs.3,001-Rs.6,000 and rest of 4 (28.58%) belong
to Rs.9,001 and above salary group.
e) From the study we come to know that out of 14 surveyed
employees 7 (50%) employees got experience between 1-5 years,
4 (28.57%) employees got experience between 5-15 years and 3
(21.43%) employees having experience above 15 years.

f) Out of 14 surveyed employees, 10 (71.43%) employees stated

that they got better recognition in the bank, 3 (21.43%)
employees got best recognition and 1 (7.14%) employees stated
that they do not got good recognition in the bank.
g) Out of 14 surveyed employees, 5 (35.71%) employees are having
best decision making powers and 9 (64.29%) employees stated
they are having better decision making powers.
h) All the surveyed employees satisfied are satisfied with their jobs.
Out of 14 surveyed employees 50 per cent employees stated that
job mentally strenuous and 50 individuals not agree to this, 10
(71.43%) are stated job is physically strenuous and 2 (28.57%)
not agree to this and all employees stated that job is respective
one.
i) From the study we come to know that the Bank is providing
training programme and 8 employees have attended that.
j) About the training programme, 5 (62.5%) employees stated that
the input of training programme is medium and 3 of them stated
that the impact is at higher level and it has increased their
efficiency level.
k) Out of 14 surveyed employees 11 (78.57%) employees have a
better relationship with the superiors and only 3 (21.43%)
employees have a best relationship with superiors.
l) All the surveyed employees satisfied with the support and
guidance given by superiors.
m) From the study we come to know that Bank provide monitory
and non-monitory facilities for employees.

n) Out of 14 surveyed employees, 5 (35.71%) employees are having

good relation with the manager and 5 (35.71%) are having better
relationship with manager, 3 (21.43%) employees are having
better relationship with the manager.
o) All the surveyed employees are satisfied with the manager’s
support but only one employee is not satisfied with his support.
p) Out of 14 surveyed employees, 7 (50%) employees are having
better relationship with other employees working in Bank, 5
(35.71%) employees are having good relationship with other
employees and 2 (14.59%) employees are having best
relationship with other employees working in Bank.
q) All the employees believe group support. They have both formal
and informal group in organization. Out of 14 surveyed
employees 11 (78.57%) opinion that group is better and 3
(21.43%) opinion that group is best. All are of the in opinion that
group is motivational and goal oriented.
r) The study revealed that manager play a role of good leader in the
Bank.
s) Out of 14 surveyed employees, 11 (78.57%) employees stated
that organization used employees feed back and 3 (21.43%)
states that organization does not uses employees feed back.
t) Out of 14 surveyed employees, 4 (28.57%) opined that team
spirit is at good level, 7 (50%) opined that team spirit is at better
level and 3 (21.43%) stated that team spirit is at best level.
u) All the surveyed employees felt that there is heavy work load in
the Bank.

The following are the major findings about Customer Services in

ING VYSYA Bank.
a) Most of the customers who have been surveyed are belongs to male
category i.e., 87 %and only 13 %of them are female.
b) Out of 30 surveyed customers 11 (40%) customers belong to age
group between 20-30 years, 1 (3.33%) is below 230 years, 6 (20%)
belongs to age group between 30-50 years and 11 (36.67%)
customers belong to age group of above 50 years.
c) Out of 30 surveyed customers 9 (30%) customers have completed
their degree, 8 (26.67%) customers have done their P.U.C., 7
(23.33%) customers completed their S.S.L.C. and only 6 (20%)
customers have completed their P.G.
d) According to survey, majorities of the customers are businessmen
and private employees. A few of them are professionals,
Government employees, student and housewives and agriculturists.
e) According to survey, 14 (46.67%) customers belong to monthly
income group of Rs.5,001-Rs.10,000, 10 (33.33%) belong to below
Rs.5,000 income group, 5 (16.67%) customers belong to Rs.10,001
– Rs.15,000 income group and 1 (3.33%) belong to Rs.15,001 and
above income group.
f) Majority of customers have chosen ING VYSYS Bank because of
good service and few of them chooses because of convenient,
personal relationship and due to share holder of that bank chooses it.
g) Maximum customers have a Savings Bank Account in the Bank.

h) Most of the customers are satisfied with the deposits schemes and
interest provided by the Bank.
i) Only 43.33 %of customers are taken loan from the Bank. They are
satisfied with the loan schemes and interest rate on the loans.
j) Majority of customer occasionally deals with the Bank.
k) Majority of the customers opined that commission charges are
reasonable compared to others Banks.
6.3 SUGGESTIONS:
The study become incomplete with out any suggestions made to the
problems. So this become highly important aspect of the study.
The following suggestions are bending of both the respondents and
myself because the real problems faced by the employees and the customers.
So it become necessary to include the suggestions given by respondents.
The following points are offered as suggestions from the analysis of

the survey data.
1) The manager must give an effective response to employees and

customers.
2) The manager should appoint new employees to reduce the work load
of employees.
3) The employees who have not attended the training programme are
interested in doing that. The manager should arrange training
programme for them.

4) Job rotation will be created to reduce the work load of employees.
5) Employees increase their speed in pass book entry.
6) The organization must use the information technology effectively
for providing quick information.
7) Reduce the compulsory minimum deposit in Saving Bank account
for students.
8) The Bank should adopt a flexible working hours to provide proper
service to the customers.
9) The Bank should introduce new customer schemes to attract new
customers.
10) The training programe should be arranged in holidays so that
employees can attended it.

6.4 CONCLUSION
Organization behaviour or human behaviour plays a vital role in the

growth of any organization. Without human resources no organization can
achieve its goals. Organization is fully depending upon the human. So,
employees are the most important asset in the organization Positive behaviour
of an employee will increase the productivity and easy to achieve organization
goals.
Hence the study of human behaviour is essential for the growth of an

organization. Number of measures are taken by the organization for the
welfare of the employees by providing a number of facilities to employees in
their work place. The employees are encouraged to participate in the
management. Lastly but not a least the manager maintain a good relationship
with their superior and subordinates.
In some cases the organization fail to reach their goals. Because the
improper planning, improper co-ordination, lack of leadership and more
labour conflicts. So I think my study will help to the banking institutions to
reach the organizational goals as well as individual goals and know the bank
what the customer needs are.

BIBLIOGRAPHY
Organizational Behaviour Processes -- Udai Pareek – 1988
Organizational Development -- Wendell.L.French

Cecil.H.Bell Jr - 1989
Organization Theory and Design -- Richard.L.Daft
Orgnization Behaviour -- Ashwatappa.K
Website :
www.ingvysyabank.com
Reports :
ING VYSYA BANK Annual Report 2006-2007

QUESTIONNAIRE
Sir/Madam,
I am a student of M.Com IV Semester. As a part of our course
curriculum and with the permission of concerned authorities, I have
undertaken a project work entitling “Organization Behaviour in ING
VYSYA Bank, with reference to Davangere Branch”. In this connection, I
have prepared a questionnaire seeking necessary information. Please spare
your valuable time to fill the same.
Thanking you,
Yours faithfully
PALLAVI. J
1) Name :
2) Address :
3) Gender :
a) Male b) Female
4) Age:
a. Below 20 years
b. Between 20-30 years
c. Between 30-50 years
d. Above 50 years
5) Educational Qualification :
a. S.S.L.C
b. P.U.C
c. Degree
d. P.G.

6) Occupation :
a) Business
b) Professional
c) Govt. Employee
d) Private Employee
e) Student
f) House Wife
g) Agriculturist
7) Monthly Income:
a) Below Rs.5,000 b) Rs.5001 – Rs.10,000
c) Rs.10,001 – Rs.15,000 d) Rs.15,001 & above
8) Do you have an account with ING VYSYA Bank ?
employee?
a. Yes No
9) Reasons for selecting this Bank ?
a. Convenient
b. Personal relationship
c. Good Service
d. Share Holder
e. If any specific
10) Which type of account do you have ?
a) Savings bank account
b) Current account
c) Fixed deposit account
d) Recurring deposit account
e) If other specify

11) How satisfied you are with the following in respect of deposits ?
Particulars Strongly satisfied Satisfied Dissatisfied
Flexibility of
deposit schemes
Interest rate
services
12) Have you taken any loan from the Bank ?

Yes No
13) If yes, type of loan availed ?
unsecured:
a) Education loan
b) Bank Over draft
c) Cash Credit without Security
d) Loan on installment basis
Secured
a) Vehicles loan
b) Housing loan
c) Loans on security
d) Loans on jewellary
e) Cash credit with security
f) Mortgage loan
g) Other loans

14) How much you are satisfied with respect of loan amount ?
Strongly
Particulars Satisfied Dissatisfied
satisfied
Flexibility in loan
schemes
Interest Rate
Time lag b/w the
application of sanction of
loan
15) What is your opinion on the following services provided by the Bank ?
Very
Particulars Excellent Good Satisfactory Poor
poor
Behaviour of clerical staff
Computerization
Transaction time
Clearance
cheques
Pass book entry
Procedure for clearing of
loans
Process of opening and
closing amounts
16) How often you deal with the Bank ?

Daily Occasionally
17) What is your opinion about the commission charged by the Bank ?
High Reasonable Low
18) What is your opinion about other charges ?

High Reasonable Low

19) If you have any problem with the Bank, please mention below :
20) If you have any suggestions regarding Bank Services, or any others,
please mention below :
Thanking you
Place: Signature
Date:

QUESTIONNAIRE
Sir/Madam,
I am a student of M.Com IV Semester. As a part of our course
curriculum and with the permission of concerned authorities, I have
undertaken a project work entitling “Organization Behaviour in ING
VYSYA Bank, with reference to Davangere Branch”. In this connection, I
have prepared a questionnaire seeking necessary information. Please spare
your valuable time to fill the same.
Thanking you,
Yours faithfully
PALLAVI. J
1) Name :
2) Address :
3) Gender :
a) Male b) Female
4) Age:
a. Below 30 years
b. Between 30-40 years
c. Between 40-50 years
d. Above 50 years
5) Educational Qualification :
a. S.S.L.C
b. P.U.C
c. Degree
d. P.G.

6) Monthly Salary:
a) Below Rs.3,000 b) Rs.3,001 – Rs.6,000
c) Rs.6,001 – Rs.9,000 d) Rs.9,001 & above
7) Since how many you have been with ING VYSYA Bank as an employee ?
a) Between 1-5 years
b) Between 5-15 years
c) Above 15 years
8) Are you satisfied with the job ?

Yes No
9) What do you feel about your job ?

a) Boring Yes No
b) Mentally Strenuous Yes No
c) Physically strenuous Yes No
d) Respective Yes No
10) Giver your opinion about your job ?

_______________________________________________________________
_______________________________________________________________
11) Have you attended any training programme organized by your

organization ?
Yes No

12) If yes, please indicate the following

a) Beneficial Yes No
b) Ability increase High Medium Low
c) Efficiency Improved Medium Low
d) Respective Yes No
13) If No :
a) Not interested Yes No
b) Did get the opportunity Yes No
c) Neglected Yes No
14) What motivational factor influences you in the organization ?

Monetary Non-monetary
15) What is your opinion regarding the following in your organization ?

a) Recognition of Employee
Best Better Bad
b) Participation
Best Better Bad
c) Initiative
Best Better Bad
d) Guidance
Best Better Bad

e) Decision making
Best Better Bad
f) Relationship with superiors
Best Better Bad
16) Do you believe in group support ?

Yes No
17) What type of groups you have in your organization ?

Formal Informal
18) What type of groups you have in your organization ?

Best Better Bad
19) Do you observe group as :

Motivational Non-Motivational
20) How is your relationship with the manager ?

21) Are you satisfied his support ?

Yes No

22) Give your opinion about support and motivation of your manager
_______________________________________________________________
_______________________________________________________________
23) How is your relationship with other employees working there ?
24) How is your relationship with the manager ?
25)How do you rate your bank in understanding various appraisal
programmes ?
26)Whether your organization uses employee feed back to make
improvements ?
27) How do you rate the team spirit in your organization ?
28) Is your organization maintaining good relations with the employees by
providing proper working facilities and incentives ?
Yes No
29) What is your opinion about overall performance and relationships in
bank ?
_______________________________________________________________
_______________________________________________________________
Thanking you,
Place: Signature
Date:


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ORGANIZATION BEHAVIOUR IN ING VYSYA BANK

Organizations according to Gary Johns “are social inventions for

The study and understanding of human behaviour has posed a strong

Organization behaviour is concerned with people’s thoughts, feelings,

The present study is an attempt to carve out a niche in the field of

DEPARTMENT OF COMMERCE, P.G.CENTRE, DAVANGERE 1

1.2 CONCEPT OF ORGANIZATION BEHAVIOUR :

Organization behaviour begins with the individual. Only a person can

The behaviour of the employee is caused and not random. This

This concept differs from other three because it is more an ethical

It recognizes that people want to be treated with respect and dignity.

5. Organization’s are social systems:

Organizations are social systems; social laws as well as psychological

Mutual interest is represented by the statement that “organization need

Meaning and Definition of Organization Behaviour :

Organization behaviour helps firms achieve effectiveness in their

There are as many definitions about organizational behaviour. However

1) Organizational behaviour is the study of human behaviour.

According to Stephen P. Robbins

According to H. Randolph Bobbit J.R

“Organizational behaviour means the study of behaviour of the

According to Fred Luthans

According to Keith Davis and Newstrom

To sum up, organizational behaviour obviously comprises individual

1.3 SCOPE OF ORGANIZATIONAL BEHAVIOUR :

The concept of organizational behaviour has a wider scope in nature but

Scope Group dynamics

Source : Based on “ Organization behaviour” written by Aswathappa.K, 2001

1.4 IMPORTANCE OF ORGANIZATIONAL BEHAVIOUR :

The study of organizational behaviour is beneficial in several ways. In

 It will help an individual to understand himself and others better.

1.5 REVIEW OF LITERATURE :

A review of available literature on factors influencing the

Fred Luthans (university of Nebraska) made a study on the concepts

L.M. Prasad made a study on organizational behaviour. It covers the

K.K. Mehta has made a study on “organizational behaviour” his

Stephen. P. Robbins made a study on concepts of organizational

John W. Newstrom and Keith Davis have conducted study on

1.6 STATEMENT OF THE PROBLEM :

1.7 OBJECTIVES OF THE STUDY :

The main objective of the study is to examine the organizational

1.8 HYPOTHESIS OF THE STUDY :

It is hypnotized that the individual employee behaviour, their

1.9 METHODOLOGY OF THE STUDY :

1.10 SCOPE AND LIMITATIONS OF THE STUDY :

The study of organizational behaviour has its scope extending to :

1) The present study is confined to only ING VYSYA Bank, branch of

1.11 CHAPTER DESIGN :

Chapter II : Profile of bank

Chapter III : Individual behaviour in the bank

This chapter deals with personality, perception, learning, attitudes,

Chapter IV : Group behaviour in the bank

Chapter V : Customer services and survey analysis

Chapter VI : Major findings, suggestions and conclusions

2.1 HISTORY OF INGVYSYA BANK :

ING Vysya Bank Limited (“the bank”) was incorporated on 29 th march

2.2 THE ORIGIN OF ING GROUP :