GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY,

NEWDELHI

Project Report on
JOB SATISFACTION OF STAFF MEMBER IN TELECOM
INDUSTRY
Submitted in partial fulfillment of the requirements for
the award of the degree of

BACHELOR OF COMMERCE (HONOURS)

Under the Guidance of: Submitted By:

DR. SUGANDH RAWAL ANURAG CHAUBEY
Associate Professor BCOM 4th Semester

Enrollment No.- 05212588821

Session 2021-2024

Delhi School of Professional Studies and Research

(Affiliated to Guru Gobind Singh Indraprastha University, New Delhi)

1
 DECLARATION

I take this opportunity to express my profound gratitude and deep

regards to my guide Dr. Sugandh Rawal for her exemplary
guidance, monitoring and constant encouragement throughout the
course of this project. The blessing, help and guidance given by her
from time to time shall carry me a long way in the journey of life on
which I am about to embark.

Last but not least, my sincere thanks to my parents and friends for
their wholehearted support and encouragement.

I also hereby declare that the project work entitled “Job Satisfaction
Of Staff Member In Telecom Industry” under the guidance of “Dr
Sugandh Rawal” is my original work and it has not been submitted
earlier in any other university or institution

ANURAG CHAUBEY

BCOM Hons- 4A

2
 CERTIFICATE

This is to certify that the project titled “Job Satisfaction Of Staff

member In Telecom Industry” is an academic work done by Mr.
Anurag Chaubey submitted in the partial fulfillment of the requirements
for the award of degree of Bachelor of Commerce (Hons.) at Delhi
School of Professional Studies and Research, New Delhi under my
guidance and direction.

Mr. Anurag Chaubey has given an undertaking that the information

presented in the project has not been submitted earlier.

(Signature of Faculty)

Dr. Sugandh Rawal

(ASSOCIATE PROFESSOR), DSPSR

3
 ACKNOWLEDGEMENT

I take this opportunity to express my profound gratitude and deep regards

to my guide (Dr Sugandh Rawal) for his exemplary guidance,
monitoring and constant encouragement throughout the course of this
project. The blessing, help and guidance given by (him/ her) time to time
shall carry me a long way in the journey of life on which I am about to
embark.

Last but not least, my sincere thanks to my parents and friends for their
wholehearted support and encouragement.

I also hereby declare that the project work entitled “Job Satisfaction Of
Staff Member In Telecom Industry” under the guidance of “Dr
Sugandh Rawal” is my original work and it has not been submitted
earlier in any other university or institution.

(Anurag Chaubey)

(BCOM HONS) – (4 SEMESTER)

4
 CONTENTS
S No Topic Page
No
Chapter I: Introduction
1.1 Meaning
1.2 Objectives of study
1.3 scope of study
1 1.4 Industry profile 6-25
2 Chapter II: Review of Literature 27-29
3 Chapter III: Research 31-32
Methodology
Chapter IV: Data Analysis &
4 interpretation 34-40

5 Chapter V: Summary & 41-43

Conclusions
6 Bibliography 44
7 Appendices 45-46
8 - List of Tables 47- 48
9 - List of Figures 48-49
10 -Questionnaire 50-50

5
 CHAPTER -1

INTRODUCTION

6
1.1 Introduction

Meaning

The most significant resource in any firm is regarded as its human

resources.

The talents and aptitudes of the hired people, which include executives,
managers, and the rank and file employees, are the total of their innate
abilities, learned knowledge, and acquired skills. It should be mentioned
that to fulfil both personal and organizational objectives, human resources
should be used as fully as feasible. So, the achievement of goals and the
employee's performance are what matter most. Yet, job satisfaction and
motivation have a significant impact on employee performance. The phrase
refers to the entire working arrangement between an employee and his or
her employer. The simple emotional state that comes together with
achieving any goal is what is meant by satisfaction; the final state is the
emotion that comes along with achieving an impulse's purpose. Lack of
motivation at work does correlate with job happiness.

The variables influencing both job satisfaction and job discontent were
described differently by research participants. The management will benefit
and be able to know the impressions and inner thoughts regarding the job
they are performing daily thanks to the survey made regarding job
satisfaction in the telecom business. The phrase "work satisfaction" refers
to and focuses on what telecom industry employees like and dislike. In this
particular study, the researcher aims to pinpoint the reasons behind
employees' pleasure and dissatisfaction. So, this is the most precise and
accurate tool for identifying and eavesdropping on staff problems.

7
 An employee's high motivation and morale inspire him to compete fiercely
and give him the dynamism to handle obstacles, which keeps him in the
company.

Every person possesses a special resource that, when used appropriately,

may support and augment the organization's aims.

Similar to how appropriate respiration and nutrition are essential for human
health, so too is contentment with one's employment. The development of
human resources is ultimately aided by this contentment.

Definition

Job satisfaction is defined as the level of contentment employees feel with

their job. This goes beyond their daily duties to cover satisfaction with
team members/managers, satisfaction with organizational policies, and
the impact of their job on employees’ personal lives.

Job satisfaction, an unquantifiable metric, is defined as a positive emotional

response you experience when doing your job or when you are present at
work. Leading organizations are now trying to measure this feeling, with
job satisfaction surveys becoming a staple at most workplaces.

It’s important to remember that job satisfaction varies from employee to

employee. In the same work under the same conditions, the factors that
help one employee feel good about their job may not apply to another

8
 employee. For this reason, it is essential to have a multidimensional
approach to employee satisfaction, covering the following areas:
• The challenging nature of work, pushes employees to new heights.
• A level of convenience (short commutes, access to the right digital
tools, and flexible hours)
• Regular appreciation by the immediate management and the
organization as a whole.
• Competitive pay, which employees maintain a good quality of life.
• The promise of career progression in sync with employees’ growth
targets.

Importance of job satisfaction

High Productivity- Employees who have high job satisfaction tend to achieve
higher productivity. Higher productivity in employees is seen when they are
happy with their job and focus well on their tasks. A single member’s high
productivity in a team boosts the confidence of others in the same manner.

Loyalty- When employees in the organization feel that the company has their best
interest, they often support its mission and work hard to produce the best results.
In this case, job satisfaction and level of loyalty will be increased, and they will
be more likely to communicate positive words around their known.

Increased Profits- If employees are safe and satisfied with their work and
responsibilities, it can lead to lower costs, high sales, and a robust bottom line.
Happy employees are satisfied employees who are willing to follow their workers
and cooperate with the organization during emergencies.

9
Theories on Job Satisfaction

There are vital differences among experts on the concept of job satisfaction.
There are four approaches/theories of job satisfaction. They are as follows:

1. Fulfilment theory

2. Discrepancy theory

3. Equity theory

4. Two-factor theory

1. Fulfilment theory

This theory's primary objective is to gauge a person's level of happiness in

terms of the rewards they receive or the degree to which their requirements
are met. Work happiness cannot be just viewed as a function of how much
money an individual makes at work; it also depends on how strongly an
individual desires something and how high his aspirations are in a given field.
The fundamental issue with his methodology, as noted by willing, is that
there is a significant gap between what people really receive and what they
hope to receive, which makes work satisfaction dependent on both factors

2. Discrepancy Theory

The proponents of this theory are that satisfaction is the function of what a
person receives from his job satisfaction and what he thanks receives or expects
to receive.

This approach does not make it clear whether or not over-satisfaction is a part
of dissatisfaction and if so, how it differs from dissatisfaction.

3. Equity Theory

10
The proponents of this theory are of the view that a person’s satisfaction is
determined by his perceived equity which in from is determined by his
inputoutput balance when compared es input-output balance. Input-output
balance is the perceived ratio of what a person received from his job relative to
what he contributes to the job.

4. Two-Factor Theory

This theory was developed by Herzberg, Manusner, Paterson, and Capwell who
identified certain factors as satisfiers and dissatisfiers.

Factors such as achievement, recognition responsibility, etc., are satisfiers, the

presence of which causes satisfaction but their absence does not result in
dissatisfaction, on the other hand, the factors such as supervision salary,
working conditions, etc are dis-satisfiers the absence of which cause
dissatisfaction; however, their presence does not result in job satisfaction.

This theory is considered invalid as a person can get both satisfaction and
dissatisfaction at the same time.

DETERMINANTS OF JOB SATISFACTION

According to Abraham A. Kumar, there are two types of variables that

determine an individual's job satisfaction. These are:

1. Organization Variables

2. Personal Variables

1. Organization variables:

• Occupational Level: The higher the level of the job, the greater the
satisfaction of the individuals. This is because higher levels of jobs carry
greater prestige and self-control. This relationship between occupational
level and job satisfaction stems from social reference group theory in our

11
 society values some jobs more than others. Hence people in value like
them more than those who are in non-valued jobs. The relationship may
also stem from the need fulfilment theory.
• Job content: Greater the variation in job content and less the
repetitiveness with which the tasks must be performed, the greater the
satisfaction of the individuals involved. Job content in terms of variety
and nature of tasks called for is a function of occupational level. The
theoretical arguments given above apply here also.
• • Considerate Leadership: People to be treated with consideration. Hence
considerate leadership results in higher job satisfaction than considerate
leadership.

• • Pay and Promotional opportunities: All other things being equal these
two variables are positively related to job satisfaction.
• • Interaction among Employees: Here the question is, when interaction
in the work group is a source of job satisfaction and when it is not.
• Interaction is more satisfying when:
o It results in the cognition that other persons’ attitudes
are similar to one’s sense this permits ready
calculability of the behaviour of the other and
constitutes a validation of one’s self.
o It results in being accepted by others and o It facilitates

and achievement of goals.

2. Personal Variables

For some people, it appears that most jobs will be dissatisfying irrespective of
the organizational conditions, whereas for others most jobs will be satisfying
personal variables for this difference. Age, Educational Level, Role perception,
etc. are the personal variables.
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b) Rationale for choosing the topic under study

I chose this topic because human resources (employees) is the most important
asset of a company and when the employees are satisfied with their job it can be
most beneficial to any company. After all, the employees will be more
productive and it will help to attain maximum profits.

c) Implementation strategy of concept in your present study.

The strategy used in this study is by asking 30 employees about their experience
in the company and job satisfaction through a questionnaire.

1.2 Objectives of the study

The main aim of the study is to analyse and examine the level of job satisfaction
among the TELECOM INDUSTRY employees and to know the problems faced
by the employees of the various categories. The specific objectives are as
follows:

• To observe the level of job satisfaction of employees in

TELECOM INDUSTRY.
• To study the impact of job satisfaction of employees on job
performance.
• To suggest measures for job satisfaction of employees in the
telecom industry.

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1.3 Scope of the study
In the survey, an attempt has been made to analyse the job satisfaction of
employees of TELECOM INDUSTRY.
The study tries to understand the level of satisfaction among the
employees of TELECOM INDUSTRY. It further explains the area in
which employees are most dissatisfied.
Job satisfaction of the employees has been analysed based on the
following seventeen job-related.
• Salary and monetary benefits
• Job security
• Promotion policy
• Working environment
• Employee’s participation in management
• Freedom of expressions
• Nature of job
• Interest took by superiors
• Superiors and sub-ordinate relationship
• Medicare

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1.4 Industry Profile

Introduction

Currently, India is the world’s second-largest telecommunications market with a

subscriber base of 1.16 billion and has registered strong growth in the last
decade. The Indian mobile economy is growing rapidly and will contribute
substantially to India’s Gross Domestic Product (GDP) according to a report
prepared by GSM Association (GSMA) in collaboration with Boston Consulting
Group (BCG). In 2019, India surpassed the US to become the second largest
market in terms of several app downloads.

The liberal and reformist policies of the Government of India have been
instrumental along with strong consumer demand in the rapid growth in the
Indian telecom sector. The Government has enabled easy market access to
telecom equipment and a fair and proactive regulatory framework, that has
ensured the availability of telecom service consumers at affordable prices. The
deregulation of Foreign Direct Investment (FDI) norms has made the sector one
of the fastest growing and the top five employment opportunity generators in
the country.

Market size

India is the world’s second-largest telecommunications market. The total

subscriber base, wireless subscriptions as well as wired broadband subscriptions
have grown consistently. Tele-density stood at 85.91%, as of December 2021,
total broadband subscriptions grew to 792.1 million until December 2021 and
the total subscriber base stood at 1.18 billion in December 2021.

15
Gross revenue of the telecom sector stood at Rs. 64,801 crores (US$ 8.74
billion) in the first quarter of FY22.

The total wireless data usage in India grew 16.54% quarterly to reach 32,397 PB
in the first quarter of FY22. The contribution of 3G and 4G data usage to the
total volume of wireless data usage was 1.78% and 97.74%, respectively, in the
third quarter of FY21. Share of 2G data usage stood at 0.48% in the same
quarter.

Over the next five years, a rise in mobile-phone penetration and d decline in
data costs will add 500 million new internet users in India, creating
opportunities for new businesses.

By 2025, India will need ~22 million skilled workers in 5G-centric technologies
such as the Internet of Things (IoT), Artificial Intelligence (AI), robotics, and
cloud computing.

Figure 1

Investment/Major Development in TELECOM INDUSTRY

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With a daily increasing subscriber base, the save been a lot of investment and
development in the sector. FDI inflow in the telecom sector stood at US$ 38.25
billion between April 2000-December 2021.

Some of the developments in the recent past are:

• In January 2022, Google made a US$ 1 billion investment in Airtel

through the India Digitization Fund.

• In October 2021, Vodafone Idea stated that it is in advanced talks to sell a

minority stake to global private equity investors including Apollo Global
Management and Carlyle to raise to Rs. 7,540 crores $ 1 billion over the
next 2-3 months.

• In October 2021, British satellite operator Inmarsat Holdings Ltd.

announced that it is the first foreign operator to get India’s approval to
sell high-speed broadband to planes and shipping vessels. Inmarsat will
access the market via Bharat Sanchar Nigam Ltd. (BSNL) after BSNL
received a license from the Department of Telecommunications.

• In October 2021, Dixon Technologies announced plans to invest Rs. 200

crores (US$ 26.69 million) under the telecom PLI scheme; this
investment will include the acquisition cost of Bharti Group’s
manufacturing unit.

• In September 2021, Bharti Airtel announced an investment of Rs. 50

billion (US$ 673 million) in expanding its data centre business to meet
customer demand in and around India.

• In August 2021, Tata Group company Nelco announced that the company
is in talks with Canadian firm Telesa to sign a commercial pact for

17
 launching fast satellite broadband services in India under the latter’s
Lightspeed brand, a move which will pit the combined entity against

Bharti Enterprises-backed One Web, Elon Musk’s SpaceX and Amazon.

• In March 2021, Vodafone Idea Ltd. (VIL) announced that the acquired
spectrum in five circles would help improve 4G coverage and bandwidth,
allowing it to offer a ‘superior digital experience’ to customers.

• India had over 500 million active internet users (accessed Internet in the
last month) as of May 2020.

Government Initiatives in TELECOM INDUSTRY

The Government has fast-tracked reforms in the telecom sector and continues to
be proactive in providing room for growth for telecom companies. Some of the
key initiatives taken by the Government are as follows:

• In Union Budget 2022-23 the Department of Telecommunications was

allocated Rs. 84,587 crores (US$ 11.11 billion) out of which Rs. 30,436
crore (US$ 3.99 billion) was revenue expenditure which was 36% of the
total expenditure and Rs. 54,150crorese (US$ 7.11 billion) was capital
expenditure which is 64.01% of total expenditure.

• To drive the development of 6G technology, the Department of

Telecommunications (DoT) has developed a sixth generation (6G)
innovation group.

• In August 2021, the Department of Telecommunications (DoT) initiated

discussions with banks to address financial stress in the telecom sector,
particularly Vodafone Idea Ltd. (VIL) which urgently requires fund
infusion to stay afloat.

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• In August 2021, the Department of Telecommunications (DoT) officials
stated that it is working on a package, which includes reducing the
revenue share license fee to 6% of adjusted gross revenue (AGR) of the
operators from the current 8%. This would be done by reducing the 5%
universal service obligation levy by two percentage points.

• In July 2021, Bharat Broadband Network Limited (BBNL), on behalf of

the Department of Telecommunication, invited global tender for the
development of Bharat Net through the Public-private Partnership model
in 9 separate packages across 16 states for a concession period of 30
years. Under this project, the government will provide a maximum grant

• The Rs. 12,195 crores (US$ 1.65 billion) production-linked incentive

(PLI) scheme or telecom is expected to bring in investment of around Rs.
3,000crorese (US$ 400.08 million) and generate huge direct and indirect
employment.

• In April 2021, the government pointed out that firms such as Ericsson and
Nokia are now eager to expand their operations in India, and global
companies like Samsung, Cisco, Ciena, and Foxconn have expressed
interest to set up their manufacturing base in the country for telecom and
networking products.

• In March 2021, TEPC (Telecom Equipment Export Promotion Council)

organized India Telecom 2021—a platform for the convergence of
technologies and business exchange.

• In 2021-22, the Department of Telecommunications has been allocated

Rs. 58,737.00 crores (US$ 8 billion). 56% allocation is towards revenue
expenditure and the remaining 44% is towards capital expenditure.

19
•
• In December 2020, the Union Cabinet, chaired by the Prime Minister,
Mr. Narendra Modi, approved a proposal by the Department of
Telecommunications for setting up Public Wi-Fi Networks by Public Data
Office Aggregators (PDA) to provide public Wi-Fi services through
Public Data Offices (PDOs).

• In December 2020, the Union Cabinet, chaired by the Prime Minister,

Mr. Narendra Modi, approved the provision of submarine optical fiber
cable connectivity between Mainland (Kochi) and Lakshadweep Islands
(KLI Project).

• The Department of Telecom funds the 5G test bed initiative and has
incurred a cost of Rs 224 crore (US$ 30.2 million).

• On September 21, 2020, Prime Minister, Mr. Narendra Modi launched

a project to connect all 45,945 villages in Bihar with optical fiber
internet service. This project will be completed by March 31, 2021, for
Rs. ~1,000 crores (US$ 135.97 million); Rs. 640 crores (US$ 87.01
million) of capital expenditure will be funded by the Department of Tel

• The Indian government plans to make 5G available in the following 13

locations throughout the country: Gurugram, Bengaluru, Kolkata,
Mumbai, Chandigarh, Delhi, Jamnagar, Ahmadabad, Chennai,
Hyderabad, Lucknow, Pune and Gandhi Nagar.

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 •
Achievements of TELECOM INDUSTRY

Following are the achievements of the Government in the past four years:

▪ 5G ecosystem within India and to achieve the objectives of

Aatmanirbhar Bharat and Make in India initiatives, Government of
India has decided to offer the use of Indigenous 5G Network (2023)

▪ Department of Telecommunication launched ‘Tarang Sanchar’ - a web

portal sharing information on mobile towers and EMF Emission
Compliances.

▪ Payments on the unified payments interface (UPI) hit an all-time high

of 3.65 billion (by volume), with transactions worth ~Rs. 6.54 trillion
(US$
87.11 billion) in September 2021.

▪ Over 75% increase in internet coverage from 251 million users to 446
million.

Telecommunication in India

• Mahanagar Telephone Nigam Ltd.

• Bharat Sanchar Nigam Ltd.

• Bharti Airtel
• Vodafone Idea Limited
• Reliance Jio Infocom

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 1. Bharti Airtel

Bharti Airtel Limited, also known as Airtel, is an Indian multinational

telecommunications services company based in New Delhi. It operates in
18 countries across South Asia and Africa, as well as the Channel Islands.
Airtel provides 2G, 3G, 4G, 4G+, and 5G mobile services, fixed-line
broadband, and voice services depending upon the country of operation.
Airtel also rolled out its VoLTE technology across all Indian telecom
circles. It is the second largest mobile network operator in India and the
second largest mobile network operator in the world. Airtel was named
India's 2nd most valuable brand in the first ever Brand ranking by
Millward Brown and WPP plc.

Airtel is credited with pioneering the business strategy of outsourcing all

of its business operations except marketing, sales, and finance and
building the 'minutes factory' model of low cost and high volumes. The
strategy has since been adopted by several operators. Airtel's equipment
is provided and maintained by Ericsson, Huawei, and Nokia
Networks whereas IT support is provided by Amdocs. The transmission
towers are maintained by subsidiaries and joint venture companies of
Bharti including Bharti Infratel and Indus Towers in India. Ericsson
agreed for the first time to be paid by the minute for installation and
maintenance of their equipment rather than being paid upfront, which
allowed Airtel to provide low call rates of ₹1 (1.3¢ US)/minute.

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 2. Reliance Jio Infocomm Ltd.

Reliance Jio Infocomm Limited, doing business as Jio, is an Indian

telecommunications company and a subsidiary of Jio Platforms,
headquartered in Navi Mumbai, Maharashtra, India. It operates a national
LTE network with coverage across all 22 telecom circles. Currently, Jio
offers 4G and 4G+ service, however, it is working to offer 5G and 6G as
well.

Jio soft-launched on 27 December 2015 with a beta for partners and employees
and became publicly available on 5 September 2016. It is the largest mobile
network operator in India and the third largest mobile network operator in the
world with over 42.62 crores(426.2 million) subscribers.[3]

In September 2019, Jio launched a fiber-to-the-home service, offering home

broadband, television, and telephone services. As of September 2020, Reliance
Industries has raised ₹1.65 lakh crore (US$22 billion) by selling a nearly 33%
equity stake in Jio Platforms

3. Vodafone Idea Ltd.

Vi or Vodafone Idea Limited is an Indian telecom operator with its

headquarters based in Mumbai and Gandhinagar. It is a pan-India
integrated GSM operator offering 2G, 3G, 4G, 4G+, VoLTE, and
VoWiFi services.

As of 31 October 2021, vi has a subscriber base of 269.03 million, making it the

third largest mobile telecommunications network in India and the 10th largest mobile
telecommunications network in the world.

On 31 August 2018, Vodafone India merged with Idea Cellular, to form a new
entity named Vodafone Idea Limited. Vodafone currently holds a 28.5% stake in
23
the combined entity and Aditya Birla Group holds a 17.80% stake. Ravinder
Takkar, Ex-CEO of Vodafone Romania is the current CEO of the company.

On 7 September 2020, Vodafone Idea unveiled its new brand identity, 'Vi' which
involves the integration of the company's erstwhile separate brands 'Vodafone'
and 'Idea' into one unified brand.

As per the latest data published by the telecom regulator TRAI, Vi had the
highest upload speed of 28 Mbps speed in May 2021.

3. Mahanagar Telephone Nigam Limited

Mahanagar Telephone Nigam Limited (MTNL) (d/b/a MTNL) is a wholly

owned subsidiary of Bharat Sanchar Nigam Limited which is in turn under the
ownership of the Department of Telecommunications, Ministry of
Communications, Government of India. Headquartered in New Delhi, India.
MTNL Provides services in the metro cities of Mumbai and New
Delhi in India and the island nation of Mauritius in Africa. It had a monopoly in
Mumbai and New Delhi until 1992 when the telecom sector was opened to other
service providers. "Transparency makes us different" is its motto. Bharat
Sanchar Nigam Limited currently holds 100% of its stock. As of June 2021, it
has 3.28 million subscribers. It is also a wholly owned subsidiary of a central
public sector unit.

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 4. Bharat Sanchar Nigam Limited

Bharat Sanchar Nigam Limited (d/b/a BSNL) is a government-owned

telecommunications service provider headquartered in New Delhi, India.
It is under the ownership of the Department of
Telecommunications, Ministry of Communications, Government of India.
It was incorporated on 1 October 2000 by the Government of India. Its
top official is designated as Chairman and Managing, Director who is a
central government civil servant of the Indian Communication Finance
Service cadre or a central government engineer of the Indian
Telecommunications Service cadre. It provides mobile voice and internet
services through its nationwide telecommunications network across India.
It is the largest government-owned wireless telecommunications service
provider in India.

25
 CHAPTER – II

REVIEW OF
LITERATURE

26
Review of literature

Brikend Aziri Management Research and Practice 12/2011

Employee satisfaction is one of the most complex areas faced by managers

when it comes to managing their employees. Many studies have shown an
unusually large impact on job satisfaction and the motivation of workers, while
the level of motivation has an impact on productivity, and hence also on the
performance of business organizations. Unfortunately, in our region, job
satisfaction has not still received the proper attention from anyone, neither
scholars nor managers of various business organizations.

Karrasch,2003;

Organizational commitment can be defined as the affiliation of employees to the

organization and involvement in it. In general, there are three dimensions of
commitment which are continuance commitment, affective commitment, and
normative commitment.

Goyal (1995)

Determined the extent of employee satisfaction experienced by textile workers

due to primarily the statutory labour welfare facilities; measure the degree of job
satisfaction of workers provided with labour welfare facilities in private and
public sectors and evaluates the attitudes of workers towards management in
both sectors.

27
Shanmugapriya. S (2016)

In his study, the employees of public sector banking opined that the state banks had a

sea turn in their success in analysing determinants of job satisfaction. Moreover, the

economic and financial market reforms have begun. Various factors have made India

one of the world's fastest growing economies, including opening the global markets,

reforming the banking19system, rising investment levels, the proactive regulatory

landscape, and its demographic profile. There is no question, for a functioning

financial environment, a safe banking sector is important. Indian banks have good

human capital and operating technologies oriented, being the largest and most

profitable domestic and global scenarios.

• Neeraj Kumari (2016)

Pursued observational research on behaviour and criteria

in the service sector against job satisfaction. The research is done with a certain

framework and observations into the life insurance scheme. Throughout the

analysis, it is found that life insurance employees are usually satisfied. The

researcher stresses the facets of incentives and financial advantages, and

personal recognition, which has a dominant function to play, factors such as the

company's goals, the reputation and credibility of the company, sustainability with

the role, and the personality of the employee.

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• Crispen Chipunza, Bulelwa Malo (2017)

Concluded that an optimistic view for

the employees on the organization's community, successful relationships with

coworkers, supervisors' encouragement. Participants are fairly pleased with job

prospects, and the wages were not satisfactory. Finally, the connection between

the atmosphere of the company and satisfaction at the job is important.

• George Kafui Agbozo et al. (2017) ,

In the study on the effect of work environment

on job satisfaction: Data from Ghana's banking sector suggests that most bank

workers are physically happy with their working environment. The researcher

concluded that the atmosphere has a powerful impact on workers' happiness,

therefore highlighting the need for management to improve employees' working

practices to maximize efficiency

29
 CHAPTER – III

RESEARCH
METHODOLOGY

30
This research is in the form of a table and pie chart.

1) Research Design- This research is DESCRIPTIVE REASEARCH

2) Sampling Design -
a) Sampling Technique - The type of sampling used in this study is
CONVENIENCE SAMPLING.
b) Sample Area- Delhi Employees
c) Sampling Size – The no. of respondents was 100 employees
3) Data type-
Primary data: This data is gathered from first-hand information sources i.e.,
from employees, through questionnaires.
Secondary data: The research data that has previously been gathered and can
be accessed by researchers, sources like a website.
4) Instrument Used- The tool used to measure to collect the data was a
Questionnaire that was asked through Google Forms.
5) Analytical Tools- Pie chart and table

6) Percentage- given value/ total value*100

31
 CHAPTER-IV

DATA ANALYSIS &

INTERPRETATION

32
Data Analysis and Interpretation

1. Do you feel satisfied with the pay you receive?

YES NO
70 30
(Data in percentage)

30

70

Interpretation:

According to the tabular and pie chart data depiction, 70% of the employees are
happy with their pay. Among the workers, only 30% believe that their pay should be
increased.

2. Does Your Business Have Any Incentives Pay Schemes for Effective Work?

YES NO
80 20

33
(Data in percentage)

20

80

Interpretation:

According to the tabular and graphical displays of the data, 80% of the employees
believe that the company should have a pay system that rewards effective
performance.

3. How satisfied are you with the current working environment and conditions?

YES NO
90 10
(Data in percentage)

10

90

34
Interpretation:

The tabular and graphical data representations show that the majority of employees
are content with their current working circumstances and environment.

4. Is the Management Approachable and Compassionate to Your Workstation Issues?

To Some extent To Large extent

60 40
(Data in percentage)

40

60

Interpretation:

According to data presented in tabular and graphical form, 60% of employees

believe that management is somewhat understanding of the issues they confront at
work.

35
5. Do you feel that the organization's facilities meet your needs?

To Some extent To Large extent

80 20
(Data in percentage)

20

80

Interpretation:

According to data presented in tabular and graphical form, the majority of employees
are happy with the amenities offered by the business.

6. Does the management get along well with the employees?

To Some extent To Large extent

60 40
(Data in percentage)

36
 40

60

Interpretation:

According to the tabular and graphical displays of the data, 60% of the employees
believe that the management has a good relationship with the workforce, and only
40% believe that this relationship needs to be strengthened.

7. Do you believe that your interests are truly protected by company policies?

To Some extent To Large extent

60 40
(Data in percentage)

40

60

37
Interpretation:

According to data presented in tabular and graphical form, 60% of employees

believe that corporate rules effectively defend their interests. Among them, 40%
believe their interests aren't being protected.

8. Do you encounter any issues with the current management structure?

To Some extent To Large extent

50 50
(Data in percentage)

50 50

Interpretation:

Just 50% of the employees are content with the current management setup, according
to the tabular and graphical depiction of the data, while the other 50% are
dissatisfied and believe that the system should alter.

38
9. Do you believe that changes should be made to company policies?

To Some extent To Large extent

70 30
(Data in percentage)

30

70

Interpretation:

According to data presented in tabular and graphical form, 70% of employees

believe that the company's policies need to be modified, and 30% believe that they
are satisfactory.

39
10. Does the business offer training to help you perform better? If so, how pleased
are you with the instruction you received?

To Some extent To Large extent

80 20
(Data in percentage)

20

80

Interpretation:

According to data presented in tabular and graphical form, practically all of the
employees are happy with the performance-enhancing training they received from
the organisation.

40
 CHAPTER-V

SUMMARY &
CONCLUSIONS

41
6.1 FINDINGS OF THE STUDY:
Besides several other factors, the economic development of a country depends
upon the effective functioning of employees. To achieve this superior and the state
should take necessary steps for the satisfaction of employees in their respective
jobs.

• Nearly majority of the employees are happy with their salaries.

• 70% of employees believe that the company should implement a pay incentive
programme to reward productive performance.
• Employees are content with the current working environment and feel secure in
their position.
• 70% of the employees feel that the management is sympathetic to some level in
their challenges experienced at workplace.
• The relationship between the management and the employees is excellent.
• Employees are satisfied with the facilities provided to them and are free to speak
openly with management about their concerns.
• Supervisors are available to answer questions and provide assistance with
performance enhancement.
• 70% of employees believe that the corporate policies do, in fact, safeguard their
interests.
• 50% of the employees is happy with the current management structure.
• 60% of the employees believes that the corporate policies need to be modified.
• The wounded employees also receive medical benefits.

Overall, telecom industry employees are very satisfied with their jobs, which
motivates them to work hard and enthusiastically towards their organization's
objectives.

42
6.2 LIMITATIONS:

• Data is only based on small area (Survey) rather than the whole country’s
survey. According To this the limitations of employees are:
• 50% of the employees thinks the current management should be replaced
• 40% of the employees believes that the corporate policies need to be
altered.
• The majority of employees believe that the company should implement a
wage incentive program to reward productive labour.
• The management needs to be more understanding and supportive of the issues
that the employees are having in the workplace

6.3 SUGGESTION

Some limitations are stated above. So, the TELECOM INDUSTRY should work
upon these factors so that the employee will work to maximize the profits of the
company and hence job satisfaction will lead to productivity.

6.4 CONCLUSION

• Employee satisfaction is one of the most complex areas faced by

managers when it comes to managing their employees. Many studies have
shown an unusually large impact on job satisfaction and the motivation of
workers, while the level of motivation has an impact on productivity, and
hence also on the performance of business organizations. Unfortunately,
in our region, job satisfaction has not still received the proper attention
from anyone, neither scholars nor managers of various business
organizations. In this research I find the staff members who are working
in the Telcom Industry are nearly happy with their job half of unit like the
management structure area (ACC.to survey) The management needs to be
more understanding and supportive of the issues that the employees are
having in the workplace

43
 BIBLIOGRAPHY
1. Ashwathappa. K, 2014, Human Resource Management Tata Mc
Graw Hill Publications.
2. Deith Davis. 2012, Human Relation at Work.
3. Tripathi. 2010, Personnel management & industrial Relations.
4. C.B. Mamoria, 2000, Human Resource Management.
5. Brikend Aziri Management Research and Practice 12/2011
6. Allen and Meyer, 1996; Karrasch,2003;
7. Goyal (1995)
9. Shanmugapriya. S (2016)

10. Neeraj Kumari (2016)

• https://www.spiceworks.com/hr/engagementretention/articles/what-is-
job-satisfaction/
• https://www.indeed.com/career-advice/finding-a-job/humanresources-
definition
• https://www.ibef.org/industry/telecommunications
• https://www.slideshare.net/Himnahsu/review-of-literature-
onemployees-satisfaction

44
APPENDICES

List of tables
Table No. Title Page No.
1 Are you satisfied with the wages paid to you? 34
Response (YES/NO)
2 Does the company give you enough incentive 35
(like L.T.C, medical reimbursement, bonus,
etc.)?
Response (YES/NO)
3 Are you satisfied with the present working 36
conditions and environment? Response
(YES/NO)
4 Is the management helpful and sympathetic 36
to your problems in workstation? Response
(YES/NO)
5 Are you Satisfied with the facilities provided 37
by the organization? Response (YES/NO)
6 Does the management have good relationship 38
with the workers? Response (YES/NO)
7 Do you feel that the company policies really 38
protect your interest? Response (YES/NO)
8 Do you have any problems with the 39
management? Response (YES/NO)
9 Do you feel that company policies need to be 40
changed? Response (YES/NO)

10 Are you secure about your job? Response 40

(YES/NO)

45
 List of FIGURES-
Figure No. Title Page No.
1 Telecom sector gross 15
revenue

2 Pie chart response of 34

question. Are you
satisfied with the wages
paid to you?

3 Pie chart response of 35

question. Does the
company give you
enough incentive (like
L.T.C, medical
reimbursement, bonus,
etc.)?

4 Pie chart response of 36

question. Are you
satisfied with the
present working
conditions and
environment?

5 Pie chart response of 36

question. Is the
management helpful and

46
 sympathetic to your
problems in
workstation?

6 Pie chart response to the 37

question Are you
Satisfied with the
facilities provided by the
organization?

7 Pie chart response of 38

question. Does the
management have good
relationship with the
workers?

8 Pie chart response to the 39

question. Do you feel
that the company
policies really protect
your interest?

9 Pie chart response to the 39

question. Do you have
any problems with the
management?

10 Pie chart response to the 40

question. Do you feel
that company policies
need to be changed?

47
QUESTIONNAIRE

A questionnaire is a very convenient way of collecting information from a large

number of people within a period. Hence, the design of the questionnaire is of utmost
importance to ensure accurate data is collected so that the results are interpretable
and generalizable.

QUESTIONS ASKED:-

Q1- Do you feel satisfied with the pay you receive?

a) Yes
b) No

Q2- . Does Your Business Have Any Incentives Pay Schemes for Effective
Work?

a) Yes
b) No
Q3- How satisfied are you with the current working environment and

conditions?

a) Yes

b) No
Q4 Is the Management Approachable and Compassionate to Your Workstation
Issues?

a) To Some extent

b) To Large extent

Q5- Are you Satisfied with the facilities provided by the organization?

48
a) To Some extent

b) To Large extent

Q6- Does the management get along well with the employees?

a) To Some extent

b) To Large extent

Q7- Do you believe that your interests are truly protected by company

policies?

a) To Some extent

b) To Large extent

Q8- Do you encounter any issues with the current management structure?

a) To Some extent

b) To Large extent

Q9- Do you believe that changes should be made to company policies?

a) To Some extent

b) To Large extent

Q10- Does the business offer training to help you perform better? If so, how
pleased are you with the instruction you received?

a) To Some extent

b) To Large extent

49