CHAPTER-I

INTRODUCTION

1.1 Background of the Study

Information Technology (IT) is the acquisition, processing, storage and dissemination

of vocal, pictorial, textual and numerical information by a microelectronics-based
combination of computing and telecommunications. The term in its modern sense first
appeared in a 1958 article published in the Harvard Business Review, in which
authors Leavitt and Whistler commented that "the new technology does not yet have a
single established name. We shall call it information technology (IT)."

IT is the area of managing technology and spans wide variety of areas that include but
are not limited to things such as processes, computer software, systems,
computer, programming languages, and data constructs. In short, anything that
renders data, information or perceived knowledge in any visual format whatsoever,
via any multimedia distribution mechanism, is considered part of the domain space
known as Information Technology (IT). IT provides businesses with four sets of core
services to help execute the business strategy. These four core services are broken into
business process automation, providing information, connecting with customers, and
productivity tools.

IT professionals perform a variety of functions (IT Disciplines/Competencies) that

ranges from installing applications to designing complex computer networks and
information databases. A few of the duties that IT professionals perform may
include data management, networking, engineering computer hardware, database and
software design, as well as management and administration of entire systems.
Information technology is starting to spread further than the conventional personal
computer and network technologies, and more into integrations of other technologies
such as the use of cell phones, televisions, automobiles, and more, which is increasing
the demand for such jobs.

In the recent past, the Accreditation Board for Engineering and Technology and
the Association for Computing Machinery have collaborated to form accreditation and
curriculum standards for degrees in Information Technology as a distinct field of
study as compare to Computer Science and Information Systems today. SIGITE
(Special Interest Group for IT Educationist the ACM working group for defining
these standards. The Worldwide IT services revenue totaled $763 billion in 2009.

Presently, the top companies in it industry shows the following statistics of current
employment which is expected to rise given the improving market conditions.

1.2 Statement of the Problem

The data centre services market in the country is forecast to grow at a compound
annual growth rate (CAGR) of 22.7 per cent between 2009 and 2011, to touch close to
US$ 2.2 billion by the end of 2011, according to research firm IDC India's report. The
IDC India report stated that the overall India data centre services market in 2009 was
estimated at US$ 1.39 billion.

Nepal will see its number of internet users triple to 237 million by 2015, from 81
million registered in September 2010, according to a report titled 'Internet's New bn',
by the Boston Consulting Group (BCG). BCG said Internet penetration rate in India is
expected to reach 19 per cent by 2015, up from the current seven per cent.

Nepal Telecom Authority (NTA) is targeting a 10-fold increase in broadband

subscribers to 100 million by 2014. The country has 10.29 million subscribers now.
"We will have 100 million broadband subscribers by 2014," J.S. Sarma, Chairman,
and NTA said at the fifth India Digital Summit 2010 organized by the Internet and
Mobile Association of India.

The penetration of the internet in rural areas will see an all time high in 2011. In a
survey conducted by IMRB for the Internet and Mobile Association of India
(IAMAI), the total number of active internet users in rural area will rise by 98 per cent
to touch 24 million by the end of 2011 from 12.1 million in December 2010. The
survey said that the claimed internet user category is also set to grow by 96 per cent to
reach 29.9 million by December 2011 from 15.2 million in December 2010. (Active
users are those, who have used the internet at least once in the past one month.
Claimed internet users are those, who have used the internet sometime but not
necessarily in the past one month.)

This project tries to evaluate how the satisfaction level of the customers in Asian
paints is increased through findings of the drawbacks and by rectifying the same
according to the suggestions and the feedback given by the respondents.

A pre determined set of questionnaire was used to collect the data. A Questionnaire
consists of a set of questions presented to the respondents. It was designed in such a
way to cover the objectives of the study. The questionnaire consisted of multiple
choice and dichotomous questions. The questionnaire was simple that enabled the
respondents to give the relevant information for the study without much difficulty.

Thus from the analysis it is shown that the customer satisfaction level depends up on
many factors like good handling of customers, availability of goods etc. The study
concluded that satisfaction of every customer improves the level of company and
takes the company’s performance to great heights.

1.2: Profile of Braindigit IT Solutions Pvt. Ltd.

About Braindigit: Founded in 1993 and publicly-listed, Braindigit Software is the

world's most sophisticated banking and insurance software company. Braindigit is the
chosen outsourcing partner for 10 of the top 15 global banks and 6 of the 10 top
global insurance companies. Braindigit offers state-of-the-art, comprehensive
solutions for core banking, corporate banking, wealth & asset management and
insurance. Over the last two decades, Braindigit has implemented its solutions and
services among 200 of the world's largest financial institutions. Braindigit Software is
also recognized by the world's top analysts (Forrester and Gartner) as global leaders in
banking and insurance software.

Braindigit began its journey over 25 years ago when it partnered with Citibank to
create India's first ATM system. In 1993, Braindigit was recognized by the
Smithsonian Institute for creating the FIRST Banking solution on distributed
architecture.

As a result of this partnership experience with Citibank, Braindigit gained two very
critical experiences:

 Creating mission-critical solutions with leading-edge functionality, built on

reliable and robust technical architecture which could be successfully
implemented and replicated across the globe. Today, this experience and
learning has culminated in a suite of modular solution components: Intellect
 Global Universal Banking.
 Creating successful outsourcing models which enables Braindigit to meet and
exceed global standards. This experience has been converted into a predictable
and repeatable model of success and is known as the OPERA.

In 2003, Braindigit acquired Citibank's banking IT arm and transformed it into the
world's leading Financial Technology Corporation. Today, Braindigit has been rated
among the top 8 in IT services in banking globally.

Braindigit Vision:

 Create the environment to attain personal mastery to push new frontiers

 Unleash the collective knowledge potential

 Achieve global stature by helping customers win in their market place

 Grow the value of Braindigit every year

 Anchor the family and its aspirations

 Impact the society at large

 Rooted in Braindigit Values – Passion, Humility, Integrity, Respect, FUN -

‘FERI FUN’

Braindigit Mission:“To be a reliable and responsive Techno-Business Solution

partner and provide cost-effective, timely solution, meeting customer expectation
through continuous process improvement and Win-Win relationships in the Banking,
Financial Services.

1.4 Objectives of the Study

Primary Objectives

 To analyze the job satisfaction of the employees.

Secondary Objectives

 To identify prominent areas of satisfaction among employees

 To identify working condition
  To identify pay and promotion potential
 To identify the worker relation

1.5 Significance of the Study

This study on job satisfaction helps in understanding the relationship of personality

variables and deviant work behaviour. Common research finding is that job
satisfaction is correlated with life style. It gives clear evidence that dissatisfied
employees skip work more often and more like to resign and satisfied worker likely to
work longer with the organization. This study tries to solve these problems faced by
the employees regarding job satisfaction.

1.6 Literature Review

Different authors give various definitions of job satisfaction. Some of them are taken
from the book of D.M. Pestonjee “Motivation and Job Satisfaction” which are given
below:

Job satisfaction is defined as a pleasurable, emotional, state resulting from appraisal

of one’s job. An effective reaction to one’s job. By: Weiss

Job satisfaction is defined, as it is result of various attitudes the person hold towards
the job, towards the related factors and towards the life in general. By: Glimmer

Job satisfaction is defined as a pleasurable or positive state of mind resulting from

appraisal of one’s job or job experiences. By:Locke

1.6.1 Factors of Job Satisfaction

Hop pock, the earliest investigator in this field, in 1935 suggested that there are six
major components of job satisfaction. These are as under:

 The way the individual reacts to unpleasant situations,

 The facility with which he adjusted himself with other person

 The relative status in the social and economic group with which he identifies
himself
  The nature of work in relation to abilities, interest and preparation of worker

 Security

 Loyalty

Herberg, mausaer, Peterson and capwell in 1957 reviewed more than 150 studies and
listed various job factors of job satisfaction. These are briefly defined one by one as
follows:

1. Intrinsic aspect of job

It includes all of the many aspects of the work, which would tend to be constant
for the work regardless of where the work was performed.

2. Supervision

This aspect of job satisfaction pertains to relationship of worker with his

immediate superiors. Supervision, as a factor, generally influences job
satisfaction.

3. Working conditions

This includes those physical aspects of environment which are not necessary a
part of the work. Hours are included this factor because it is primarily a function
of organization, affecting the individuals comfort and convenience in much the
same way as other physical working conditions.

4. Wage and salaries

This factor includes all aspect of job involving present monitory remuneration for
work done.

5. Opportunities for advancement

It includes all aspect of job which individual sees as potential sources of

betterment of economic position, organizational status or professional experience.
6. Security

It is defined to include that feature of job situation, which leads to assurance for
continued employment, either within the same company or within same type of
work profession.

7. Company & management

It includes the aspect of worker’s immediate situation, which is a function of

organizational administration and policy. It also involves the relationship of
employee with all company superiors above level of immediate supervision.

8. Social aspect of job

It includes relationship of worker with the employees specially those employees at

same or nearly same level within the organization.

9. Communication

It includes job situation, which involves spreading the information in any direction
within the organization. Terms such as information of employee’s status,
information on new developments, information on company line of authority,
suggestion system, etc, are used in literature to represent this factor.

1.8 Methods of the Study

1.8.1 Research Methodology

Research is conscious to find out the truth which is hidden and which has not been
discovered anyone, applying scientific procedure. Research methodology is a way to
systematically solve the research problems. It is the scientific steps that are generally
adopted by the research in studying his problem along with the logic behind them.
The advanced learner’s dictionary of current English lays down the meaning of
research as “a careful investigation or inquiry especially through search for new facts
in any branch of knowledge”.

1.8.2 Research Design

Research design contains:-

 A clear statement of research problem.

 Procedure and techniques to be used for gathering information.

 Population to be studied and

 Methods to be used in processing and analyzing data.

1.8.2.1 Descriptive Research

The type of research chosen for the study is descriptive research. In descriptive
research various parameters will be chosen and analyzing the variations between these
parameters. This was done with an objective to find out the motivation level of the
employees.

1.8.3 Sampling Design

In the simple random sampling, more commonly known as simple random sampling,
every element in the population has a known and equal chance of being selected as a
sample. The respondent has different type of characteristics and spread across various
groups. Standard form of appraisal is being used irrespective of the class of the
employees, so everyone knows about the system. Each and every employee has
something to contribute towards the study. The employees have been selected from
the list randomly.

1.8.4 Sample Size

In this study also convenience sampling is applied. The sample size of the study is 50
employees.

1.8.5 Data Collection Procedure

The data collected by the researcher were purely based in the primary data and was
less dependent on secondary data.

1.8.5.1 Primary Data

The primary data was collected through a structured questionnaire.

1.8.5.2 Secondary Data

The secondary data was collected from personal department files and records,
company broachers, magazines and journals.

1.8.6 Statistical Tools used in the Study

The collected data had been subject to analysis by using appropriate tools percentage
method. For tabulation of data, the researcher used the following statistical techniques

Percentage method:

Percentage analysis:

Percentage refers to special kind of ration. It is used in making comparison between

two or more series of data. It is used to describe relationship. It is used to analyses the
data. Bar chart, pie charts were used to explain tabulation clearly.

Formula:

Percentage (%) = number of respondents

X 100

Total number of respondents

1.9 Limitations of the Study

 Short span of time: the main limitation is of less availability of time. Due to
short Span of time some inaccuracy may have occurred.

 Biasness on the part of respondents: some respondents were not ready to revel
the true information.

 Inaccurate access due to short span of time it was not possible to access all
Employees as factory is wide

 Some were not interested in filling the questionnaires and they did not give
back the Questionnaires.

 Due to Short span of Time Convenient Sampling was used on a Group of 50

People
 CHAPTER-II
ANALYSIS OF DATA

2.1 Introduction

This section contains the data that was taken for analysis. Different tables and graphs
are used for the interpretation of the data obtained.

Table 2.1: Monthly Income of the respondents

Monthly Income No of Respondents Percentage

Below Rs 10,000 10 20

10,000-20,000 18 36

20,000-30,000 18 36

50,000 and above 4 8

Total 50 100

(Source: Field Survey, 2019)

Figure 2.1: Monthly Income of the respondents

20

18

16

14

12

10

0
Below Rs 10,000 10,000-20,000 20,000-30,000 50,000 and above

Source
It is inferred from above table and figure that 10% of the respondents are getting
below 10,000 monthly salary, 18% of respondents are getting 10,000-20,000 monthly
salary,18% are getting 20,000-30,000 salary and 4% of the respondents are getting
50,000 and above.

Table 2.2: Respondents' Relationship with Supervisor

Relationship with No. of respondents Percentage

Supervisor

Cordial 22 44

Moderate 12 24

Not cordial 16 32

Total 50 100

(Source

Figure 2.2: Respondents' Relationship with Supervisor

25

20

15

10

0
CORDIAL MODERATE NOT CORDIAL

(Sourc