Description
Job satisfaction refers to a person’s feeling of satisfaction on the job, which acts as a motivation to work. It is not the self satisfaction, happiness or self contentment but the satisfaction on the job.
SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
ACKNOWLEDGEMENT
I am deeply indebted to thank my faculty guide, Prof. Mrs. N.MEENAKSHI SUNDARESWARI, M.Com., M.Phil., Lecturer in Commerce, Government Arts College,(Autonomous) Coimbatore for her valuable suggestions. Her guidance and co-operation throughout the project was incomparable.
I am also delighted to record my sincere thanks to other members of the faculty of Commerce, Government Arts College (Autonomous), Coimbatore for their valuable suggestions rendered on the subject during the study.
Last but not least, I would like to thank my most affectionate and Beloved Parents and friends without whose blessings and encouragement this project work would not have been completed.
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CONTENTS
ACKNOWLEDGEMENT CERTIFICATE LIST OF TABLES CHAPTE R NO.
I II III IV V
PARTICULARS
PAGE NO.
1 17 25 31 60
INTRODUCTION ABOUT STUDY REVIEW OF LITERATURE HISTORY OF THE PROFESSIONAL COURIER ANALYSIS AND INTERPRETATIONS FINDINGS ,SUGGESTIONS, AND CONCLUSIONS
BIBLIOGRAPHY ANNEXURE
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LIST OF TABLES
Table. No TITLE PERCENTAGE ANALYSIS 1. AGE WISE CLASSIFICATION OF THE RESPONDENTS GENDER WISE CLASSIFICATION OF THE RESPONDENTS COMPOSITION OF RESPONDENTS ON THE BASIS OF EDUCATIONAL QUALIFICATION MARITAL STATUS WISE CLASSIFICATION OF THE RESPONDENTS FAMILY SIZE WISE CLASSIFICATION OF THE RESPONDENTS COMPOSITION OF THE RESPONDENTS ON THE BASIS OF EXPERIENCE COMPOSITION OF THE RESPONDENTS ON THE BASIS OF MONTHLY SALARY COMPOSITION OF THE RESPONDENTS ON THE BASIS OF RESPONDENTS COME FROM 33 34 35 36 37 38 39 40 PAGE NO.
2. 3. 4. 5. 6. 7. 8.
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TWO-WAY TABLE AND CHI-SQUIRE TEST
TABLE TITLE NO 9. RELATIONSHIP BETWEEN AGE AND LEVEL OF SATISFACTION TWO-WAY TABLE CHI-SQUARE TEST CORRELATION 10. RELATIONSHIP BETWEEN GENDER AND LEVEL OF SATISFACTION TWO-WAY TABLE CHI-SQUARE TEST 11. RELATIONSHIP BETWEEN EDUCATIONAL QUALIFICATION AND LEVEL OF SATISFACTION TWO-WAY TABLE CHI-SQUARE TEST 12. RELATIONSHIP BETWEEN MARITAL STATUS AND LEVEL OF SATISFACTION TWO-WAY TABLE CHI-SQUARE TEST 13 RELATIONSHIP BETWEEN FAMILY SIZE AND LEVEL OF SATISFACTION TWO-WAY TABLE CHI-SQUARE TEST CORRELATION RELATIONSHIP BETWEEN EXPERIENCE AND LEVEL OF 14 SATISFACTION TWO-WAY TABLE CHI-SQUARE TEST CORRELATION RELATIONSHIP BETWEEN MONTHLY SALARY AND 15 LEVEL OF SATISFACTION TWO-WAY TABLE CHI-SQUARE TEST PAGE NO.
41 49 57 42 50 43 51 44 52 45 53 59 46 54 58 47 55
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CHAPTER I INTRODUCTION ABOUT THE STUDY
1. INTRODUCTION
Job satisfaction refers to a person’s feeling of satisfaction on the job, which acts as a motivation to work. It is not the self satisfaction, happiness or self contentment but the satisfaction on the job. The term relates to the total relationship between an individual and the employer for which he is paid. Satisfaction does mean the simple feeling-state accompanying the attainment of any goal; the end-state is feeling accompanying the attainment by an impulse of its objectives. Job satisfaction does mean absence of motivation at work. Research workers differently described the factors contributing to job satisfaction and job dissatisfaction. Hoppock describes job satisfaction as, “Any combination of psychological, physiological and environmental circumstances that cause any person truthfully to say I am satisfied with my job”. The term “job satisfaction” refers to an employee’s general attitudes toward his job. Locke defines job satisfaction as a “Pleasurable or positive emotional state resulting from the appraisal of one’s job or job experience”, to the extent that person’s job fulfill his dominant need and is consistent with his expectations and values. The job will be satisfying there are three major theories of job satisfaction viz.,
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1. Herzberg’s Motivation-Hygiene Theory. 2. Need Fulfillment Theory. 3. Social Reference Group Theory. Smith Kendall and Hulin have suggested that there are five job dimensions that represent the most important characteristics of a job about which people have affective responses, these are: The work itself: The extent to which the job provides the individual with the interesting task, opportunities for learning and the chance of accept responsibility. Pay: The amount of financial remuneration that is received and the degree to which this is viewed as equitable vis-avis that of others in the organization. Promotion opportunities: The chance for advancement in the hierarchy. Supervision: The ability is on the supervision to provide technical assistance and behavioral support. Co-workers: The degree to which follow workers are technically proficient and socially supportive. However, a comprehensive approach requires that may additional factors be included before a complete understanding of job satisfaction can be obtained. Such factors as the employee’s are, health, temperament, desires and levels of aspiration should be considered. Further, his family relationship, social status, recreational or purely social-contribute ultimately to job satisfaction.
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1.2.DETERMINANTS OF JOB SATISFACTION According to Abraham A. Korman, there are two types of variables which determine the job satisfaction of an individual. These are: 1. Organizational variables, and 2. Personal variables. ORGANIZATIONAL VARIABLES
1. Occupational Level
The higher the level of the job the greater the satisfaction of the individuals. This is because of higher levels of job carry greater prestige and self control.
2. Job Content
Greater the variation in job content and the less the repetitiveness with which the tasks must be performed, the greater the satisfaction of the individuals involved.
3. Considerate Leadership
People like to be treated with consideration. Hence considerate leadership results in higher job satisfaction than inconsiderate leadership.
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4. Pay And Promotional Opportunities
All other things being equal these two variables are positively related to job satisfaction. An explanation for this finding lies in both theories discussed above.
5. Interaction In The Workgroup
Here the question is, when is interaction in the workgroup a source of job satisfaction and when it is not? Interaction is must satisfying, when 1. It results are being accepted by others. 2. It facilitates the achievement of goals.
PERSONAL VARIABLES For some people, it appears job will be dissatisfying irrespective of the organizational conditions involved, whereas or others, most jobs will be personal variables like age, educational levels, sex, etc.,
1. Age Most of the evidence on the relation between age and job satisfaction, holding such factors as occupational level constants, seems to indicate that there is generally a positive relationship
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between the two variables up to the pre-retirement years and then there is a sharp decrease in satisfaction.
2. Educational Levels With occupational level held constant there is a negative relationship between the educational level and job satisfaction. The higher the educational, the higher the reference group which the individual looks to for guidance to evaluate his job rewards.
3. Role Perception The different individuals holder different perceptions about their role i.e., the kind of activities and behaviors they should engage in to a firm makes job successful. Job satisfaction is determined by this factor also.
4. Sex There is yet no confident evidence as to whether women are more satisfied with that their job than men. Holding such factors as job and occupational levels constant, one might predict this to be the case considering the generally lower occupational aspiration of women.
DETERMINATION OF JOB SATISFACTION AS FOLLOWS
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General working conditions Union-Management Relations General Quality of supervisors Type of work Co-workers Ease to communicating to work Advancement opportunities Security Supervision Company prestige Working hours Recognition Autonomy Fair evaluation of work done Job status
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Effect of Job Satisfaction Job satisfaction has a variety of effects. These effects may be seen in the context of an individual’s physical and mental health, productivity, absenteeism, and turnover.
Physical and Mental Health: The degree of job satisfaction affects an individual’s physical and mental health. Since job satisfaction is a type of mental feeling, its favourableness or unfavourablesness affects the individual psychologically which ultimately affects his physical health. For example, Lawler has pointed out that drug abuse, alcoholism and mental and physical health result from psychologically harmful jobs. Further, since a job is an important part of life, job satisfaction influences general life satisfaction. The result is that there is spillover effect which occurs in both directions between job and life satisfaction.
Productivity: There are two views about the relationship between job satisfaction and productivity: 1. A happy worker is a productive worker,
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2. A happy worker is not necessarily a productive worker. The first view establishes a direct cause-effect relationship between job satisfaction and productivity; when job satisfaction increases, productivity increases; when satisfaction decreases, productivity decreases. The basic logic behind this is that a happy worker will put more efforts for job performance. However, this may not be true in all cases. For example, a worker having low expectations from his jobs may feel satisfied but he may not put his efforts more vigorously because of his low expectations from the job. Therefore, this view does not explain fully the complex relationship between job satisfaction and productivity.
The another view: That is a satisfied worker is not necessarily a productive worker explains the relationship between job satisfaction and productivity. Various research studies also support this view. This relationship may be explained in terms of the operation of two factors: effect of job performance on satisfaction and organizational expectations from individuals for job performance. 1. Job performance leads to job satisfaction and not the other way round. The basic factor for this phenomenon is the rewards (a source of satisfaction) attached with performance. There are two types of rewards-intrinsic and extrinsic. The intrinsic reward stems from the job itself which may be in the form of growth potential, challenging job, etc. The satisfaction on such a type of reward may help to increase productivity. The extrinsic reward is subject to control by management such as salary, bonus, etc. Any increase in
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these factors does not hep to increase productivity though these factors increase job satisfaction.
2. A happy worker does not necessarily contribute to higher productivity because he has to operate under certain technological constraints and, therefore, he cannot go beyond certain output. Further, this constraint affects the management’s expectations from the individual in the form of lower output. Thus, the work situation is pegged to minimally acceptable level of performance. However, it does not mean that the job satisfaction has no impact o productivity. A satisfied worker may not necessarily lead to increased productivity but a dis-satisfied worker leads to lower productivity.
Absenteeism: Absenteeism refers to the frequency of absence of job holder from the workplace either unexcused absence due to some avoidable reasons or long absence due to some unavoidable reasons. It is the former type of absence which is a matter of concern. This absence is due to lack of satisfaction from the job which produces a ‘lack of will to work’ and alienate a worker form work as for as possible. Thus, job satisfaction is related to absenteeism. Employee turnover:
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Turnover of employees is the rate at which employees leave the organization within a given period of time. When an individual feels dissatisfaction in the organization, he tries to overcome this through the various ways of defense mechanism. If he is not able to do so, he opts to leave the organization. Thus, in general case, employee turnover is related to job satisfaction. However, job satisfaction is not the only cause of employee turnover, the other cause being better opportunity elsewhere. For example, in the present context, the rate of turnover of computer software professionals is very high in India. However, these professionals leave their organizations not simply because they are not satisfied but because of the opportunities offered from other sources particularly from foreign companies located abroad.
1.3. SCOPE OF STUDY The scope of this study is to understand the satisfaction of the pickup and delivery staffs in the professional courier. The study is useful to the professional courier management to know the level of satisfaction and needs of the employees.
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1.4. OBJECTIVES OF STUDY
The following are the objectives of the present study. To determine the level of satisfaction of the respondents regarding their job. To study and understand the job satisfaction among the employees of The Professional Couriers. To study the various factors which influencing job satisfaction. To study the relationship between the personal factors of the employee (Income, Designation, Educational qualification, Gender, etc.,) To offer suggestions to the courier to improve their employee’s satisfactory level.
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1.5. RESEARCH METHODOLOGY The methodology this study consists of both primary and secondary data. These dates collected from the respondents were through questionnaires. The primary data were collected from the respondents; the secondary data were collected from the books. SAMPLE SIZE All the items consideration in any field of inquiry constitutes a universe of population. In this research only a few items can be selected form the population for our study purpose. The items selected constitute what is technically called a sample. Here out sample size is 100 employees from the total population in the delivery peoples. The samples are selected on the basis of convenient. QUESTIONNAIRE SCHEDULE Questions are framed in such a way that the answers reflect the ideas and thoughts of the respondents with regard to level of satisfaction of various factors of job satisfaction. The following scaling techniques have been used for each question in the interviews schedule. 1. A = Agree
2. DA = Dis Agree 3. UD = Undecided 4. SA = Strongly agree 5. SDA = Strongly Dis agree
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TOOLS OF ANALYSIS
Simple percentage analysis:
Here the simple percentage analysis is used for calculating the percentage of satisfaction level in the total respondents.
Two-way analysis:
The score secured by the respondents who falls between the score as up to 50 indicates less satisfaction of the respondents, from 51 – 70 are got average satisfaction and 71 – 90 respondents are highly satisfaction.
Correlation:
Correlation is the method for measuring the magnitude of linear relationship between the two variables. It is most widely used method in practice and it is known as Karl Pearson’s coefficient of correlation. It is denoted by ‘r’.
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Chi-square test:
Chi-square test is applied to test the goodness of fit, to verify the distribution of observed data with assumed theoretical distribution. Therefore it is a measure to study the divergence of actual and expected frequencies; Karl Pearson’s has developed a method to test the difference between the theoretical (hypothesis) & the observed value. Chi – square test (X2) = (O – E)2 / E Degrees Of Freedom = V = (R – 1) (C -1) Were, ‘O’ = Observed Frequency ‘E’ = Expected Frequency ‘R’ = Number of Rows ‘C’ = Number of Columns
For all the chi-square test the table value has taken @ 5% level of significance.
AREAS OF STUDY
The area of the study is THE PROFESSIONAL COURIERS, Head Office, Coimbatore.
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1.6. LIMITATIONS OF STUDY
The research was conducted within a limited duration. So a detailed and comprehensive study could not be made. The sample was confined to 150 respondents. So this study cannot be regarded as “full – proof” one. Some respondents hesitated to give the actual situation; they feared that management would take any action against them. There was a fear of reprisal among the employees to reveal their personal feelings and the result may not reflect the actual satisfactions. The research was conducted within pickup and delivery staffs only. So it is not reflect the other official employee’s job satisfaction. The findings and conclusions are based on knowledge and experience of the respondents sometime may subject to bias.
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CHAPTER SCHEME
Chapter – I It gives a brief introduction about the study and scope, objective, methodology and limitations of the study.
Chapter – II It deals with the review of literature.
Chapter – III It covers the history of The Professional Courier.
Chapter – IV It deals with the analysis and interpretations of the collected data.
Chapter – V It covers the various findings and suggestions of the study along with the conclusion.
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CHAPTER II REVIEW OF LITERATURE
Job satisfaction represents the constellations of person’s attitude towards or about the job. In general, job satisfaction is the attitude towards the job as a whole. Job satisfaction is a function of satisfaction with different aspects of job, i.e. supervision, pay, works itself, co-workers, promotion, etc., and of the particular weighting or importance one attaches to these respective components. The study of job satisfaction is a relatively recent phenomenon. It can perhaps be said to have begun in earnest with the famous Hawthorne studies conducted by Elton Mayo at the western Electronic Company in 1920s during the course of investigations. However they become convinced that factors of a social nature were affecting satisfaction with the job and productivity. Since the Hawthorne studies there has been an enormous output of work on the nature, causes and correlates of job satisfaction. has about his job. This total body of feelings involves, in effect, weighting up the sum total of influences of the job, the nature of job itself, the pay, the promotion. The promotion prospects, the nature of supervision and so on. Where the sum total of influences gives rise to feelings of satisfactions the individual is job satisfied. Where in total they give rise
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The
traditional
model of job satisfaction is that it consists of the total body of feelings that an individual
SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
to feelings of job dissatisfaction the individual is job dissatisfied. Improving any one of these influences will lead in the direction of job satisfaction, making less satisfactory any one of the influences will lead in the direction of the job dissatisfaction. However, what makes a job satisfying does not depends only on the nature of the job, but on the job expectations that individuals have of what their job should provide. Expectancy theory points to the importance of the individual’s expectations of his job in determining job satisfaction. For individuals who have expectations that their job should give them opportunities for pay, challenge, a failure of the job to meet this expectation will lead to dissatisfaction compared to a situation where no such expectation is involved. What expect expectation of individuals will have of a job may vary. For a large number of reasons, some deriving from social others from individual causes.
These proposing an expectancy theory usually regarded over all job satisfaction as a function of satisfaction with various elements of the job. Another theory that has dominated the study of the nature of job satisfaction is Herzberg’s famous “Two factory Theory’s of job satisfaction. In this he claims that the factors which cause job satisfaction are separate and distinct from the factors which job dissatisfaction. The factors causing job satisfaction, which level factors such as their relating to satisfaction with the job itself. The factors which cause job dissatisfaction called hygiene
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factors are more concerned with conditions of work such as pay and supervision. At no time does Herzberg argue a job satisfactory, except may be for a short run. Philip apple while has listed five major components of job satisfaction as, 1. Attitude towards work group. 2. General workings conditions. 3. Attitude towards company. 4. Monetary benefits and 5. Attitude towards supervision Other components that should be added to these five are the individual’s state of mind about the work itself and about life in general. The individual’s health, age, level of aspiration, social status and political and social activities can all contribute to job satisfaction. A person attitude toward the job may be positive or negative. Job satisfaction is not synonymous with organizational morale, which is the possession of felling of being accepted by and belonging to a group of employees through adherence to common goals and confidence in desirability of these goals. Morale is the byproduct of a group, while job satisfaction is more of an individual stage of mind. However the two concepts are interrelated in that job satisfaction can contribute to morale and morale can contribute to job satisfaction. For many years managers generally have believed that a satisfied worker is necessarily a good worker.
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In other works if management could keep all the employees “HAPPY”, good performance would automatically follow. Charles Greene has suggested that many managers subscribe to this be life because it represent “the path of least residence”.
Greene’s thesis is that if a performance problem exists, increasing an employee’s happiness is for more pleasant than discussing with the worker his or her failure to meet standards. Although happiness eventually results from satisfaction, this feeling goes much deeper and is far less tenuous than happiness. Recent research evidence generally rejects the more popular view that satisfaction causes performance. The evidence does, however, provide moderate support for the view that job effort causes satisfaction. The evidence also strongly indicates that rewards constitute a more direct cause of satisfaction that performance does and that rewards based on current effort causes subsequent performance. Research also indicates that a high level of job satisfaction does have a positive impact is reducing turnover, absenteeism, tardiness accidents, grievances and strikes. In addition, recruitment efforts by current employees generally are more successful if these employees are well satisfied. Satisfied employees are preferred simply because they affect the work environment positively. Thus even through a well satisfied employee is not necessarily an outstanding performer; there are numerous reasons for taking steps to encourage employee satisfaction.
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A high level of satisfaction leads to organizational commitment while a low level or dissatisfaction results in behaviours detrimental to the organization. It must be remembered that satisfaction and motivation are not synonymous. Motivation is a drive to perform, whereas satisfaction reflects situation. The factors that determine whether an individual is adequately satisfied with the job differ from those that determine whether he or she is motivated. The level of satisfaction is largely determined by the comforts offered by the environment and situation. Motivation on the other hand, is largely determined by the value of rewards and their contingency on performance. Motivation results is added effort that is turn leads to increased performance if the individual has the ability and result of high satisfaction is increased commitment to the organized which may or may not result is better performance. The increased commitment normally will lessen the number of personnel related problems, Such as strikes, excessive absenteeism, tardiness and turnover.
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A study on job satisfaction among workers in chemical unit (M/S. Shri Veeco chems corporation, Cbe) Done by Mr. C.M. RAVIKUMAR (MBA project) in the year 1985. The techniques used by the Researcher for analyzing the data were personal interview. The Researcher interviewed sixty workers on the basis of sex, age, educational qualification, experience, monthly income, marital status and family income. The tools adopted by the Researcher were percentage method of tabulation to find job satisfaction. A study on job satisfaction among bank officers in State Bank of India, Jabalpur done by Mr.S. NAREND in his MBA project, in the year 1990. The techniques used by the Researcher for analyzing the data were through questionnaire method. The Researcher interviewed forty respondents on the basis of sex, age, educational qualification, experience, monthly income, marital status and family income. The tools adopted by the Researcher were average scoring and two-way table method to find out job satisfaction. A study on job satisfaction of Tea Plantation Workers with special reference to Sheikalmudi Estate, Valparai Taluk, done by Mr.K.Madhu,
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In the year 1986 (M.Com project). The techniques used by the Researcher for analyzing the data were through questionnaire and personal interview method. The Researcher interviewed Sixty respondents on the basis of sex, age, educational qualification, experience, monthly income, marital status and family income. The tools adopted by the researcher were average scoring and two-way table method. The hypothesis was tested through chi-squire test and correlation to find out job satisfaction. The researcher had made previous study on job satisfaction in various areas. Therefore, on researcher had done any particular study on job satisfaction among The Professional Courier employees. Thus the study has been aimed to measure the job satisfaction in The Professional Courier.
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CHAPTER III HISTORY OF THE PROFESSIONAL COURIER
The Professional Couriers (TPC) was born on 1st November 1987. In the year 1987 with a sole mission of catering effective written messages, documents and cargo “The Professional Couriers” (TPC) have reached the pinnacle of being a truly professional courier company, having today the infrastructure for bulk cargo both nationally and internationally, with a strong work force and a Network of offices spread globally. The Professional Couriers have come a long way in providing total solutions for a broad spectrum from individuals to leading Public Sector Undertakings, Government Bodies, Corporates, MNCs, Educational and Financial Institutions. 1987 - Launch of The Professional Couriers Network with 7 offices. 1990 - Computerization commenced. 1993 - Introduction of Van Operations. 1994 - All India contracts with major Nationalized Banks. 1999 - Launch of the International Services. 2000 - ISO 9002 - Certification for Karnataka Region. 2001 - Introduction of Website & Computerized Track & Trace System. 2.1. OPERATION NETWORK
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THE PROFESSIONAL COURIER operate their own vans in states of Andhra Pradesh, Karnataka, Kerala, Maharashtra and Tamil Nadu to transport our documents interconnecting all the destinations and the total operation is controlled and supervised by HUB-CENTER In-charges. The HUB and SPOKE concept is carried out to perfection resulting in the creation of such a vast network. The total numbers of HUBs all over the country are 200 catering to around 1500 offices. The Professional Couriers in the only Domestic Couriers having the largest network in India, covering more than 25000 destinations with around 1500 offices all over the country. 2.2. DOMESTIC SERVICES At Professional the sophisticated Hub-and-spoke system with ware housing and storage facilities, modern communication network and large fleet of transportation vehicles backed by dedicated team of professionals truly proves that their claim “We care…. For your valuables” is the quintessence of their business philosophy. The Professional Couriers offers a comprehensive range of solutions for daily or one time requirement to move all types of cargo –high value, critical and urgent shipments that weight anything in excess of five kilograms. Based on the specific requirements of each individual or corporate the company provides customized services with the application of multi-modal distribution systems integrated by
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surface transport (container LCVs and Trains) as well as by air transport (scheduled domestic and international flights). 2.3. DOMESTIC SECTOR Express Service Your time sensitive Documents / Non-documents are delivered next day on priority basis.
Air Cargo All your bulk consignments are sent through cargo flights to various destinations. This provides specialized handling and door-to-door delivery of critical priority shipments such as medicines (vaccines), perishable commodities (fruits and vegetables) and other time sensitive cargo by air transport. Based on customer requirements, air cargo shipments are delivered to the specific destination in 24 – 48 hrs. Surface Cargo All your bulk consignments are transported through our own trucks and through Railways to various stations all over India. Supported by container LCVs, TPC ensures added and on time delivery for surface transit cargo. Logistic Solutions
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Warehousing and dispatches – THE PROFESSIONAL COURIER provides go-down facilities and function as a logistic service provider for procurement, storing, packing and dispatches as per customer needs. Pick & Pack Packaging and Processing – Customers get opportunity in availing services even for insertions of documents in envelopes, labeling, processing and packing. Dawn to Dusk Same day service - This offers morning bookings made delivery by evening of the same day. Bulk Mail Processing outsourced – This gives customers opportunity to outsource the services of couriers in doing all process that needs specialization in handling bulk mails. This includes mobile phone bills, interest warrants, annual reports, AGM notices, product promotional literature, greetings and others.
Ad & Add A media courier – This offers space on every consignment / document for advertisement for customers to display their product, service or message as stickers. This includes handling
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and delivery of bulk printed materials such as magazines, periodicals, telephone directories, yellow pages, trade samples and advertisement material. 2.4. INTERNATIONAL SERVICES The Professional Couriers offers a comprehensive range of solutions for daily or one time requirement to move all types of cargo –high value, critical and urgent shipments that weight anything in excess of five kilograms. Based on the specific requirements of each individual or corporate the company provides customized services with the application of multi-modal distribution systems integrated by surface transport (container LCVs and Trains) as well as by air transport (scheduled domestic and international flights).
INTERNATIONAL (International Destinations)
The Professional Couriers is an Organization dedicated to the cause of serving the Indian in his day-to-day effort to reach his written communication message and bulk consignments to every possible nook and corner of the world safely and at the specified time to reach. TPC is committed to provide affordable International courier service and at the same time strictly adhering to the stringent time schedules and quality standards. Professional International Couriers Pvt Ltd., an offshoot of the parent company, provides international express service with a great degree of operational versatility that allows the shipment status to be monitored on a continuous basis through its web based Track & Trace System. The real
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attribute in the success of TPC is its willingness to upgrade the systems with changing times and also to incorporate fresh and innovative ideas to make its presence felt.
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CHAPTER – IV
ANALYSIS AND INTERPRETATION This chapter is allocated for analysis and interpretation of data. Preparing percentage analysis, two-way table and chi-squire test does the analysis of job satisfaction, which is directly extracted from the questionnaire. The variations in the extent of the consumer satisfaction can be measured with the variables such as job secured, promotional opportunity, relationship with management, and satisfaction factors of the respondents Calculation of Satisfactory Scores The Respondents were asked to state their level of Satisfaction relating to twenty
factors. Based on their responses the Satisfaction score obtained by each respondent was found out. Points or scores were allocated based on the response. For each of the factor three levels of satisfaction were assigned namely high, medium and low. For high satisfaction three points were given, for Medium two and for low satisfaction one point was given.
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The total scores secured by each respondent were thus arrived at. All the hundred respondents were classified based on their level of satisfaction. Those who have obtained up to 50 points were classified under low satisfaction category, Respondents with 51 – 70 points were classified under medium satisfaction category and those with more than 70 points were classified under high satisfaction category.
NUMBER OF RESPONDENTS AND LEVEL OF SATISFACTION
LEVEL OF SATISFACTION High satisfaction Medium satisfaction Low satisfaction TOTAL
TWO-WAY ANALYSIS:
NO. OF RESPONDENTS 72 64 14 150
The score secured by the respondents who falls between the score as up to 50 indicates less satisfaction of the respondents, from 51 – 70 are got average satisfaction and 71 – 90 respondents are highly satisfied.
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SIMPLE PERCENTAGE TABLE - 1 AGE
Age is an important factor that has an influence of job satisfaction. Hence according to age levels the respondents are classified into three factors.
AGE GROUP AND NUMBER OF RESPONDENTS
AGE BELOW 20 21 TO 30 ABOVE 30 TOTAL NO. OF RESPONDENTS 33 68 49 150 PERCENTAGE (%) 22 45 33 100
INTERPRETATION: Majority of the respondents (45%) are in 21 to 30 years age group and 33% of the respondents are above 30 years age group and 22% of the respondents are below 20 years age group.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
SIMPLE PERCENTAGE TABLE – 2
GENDER There is as yet no consistent evidence as to whether women are more satisfied with their job than men, bolding such factors as job and occupational level constant. One might predict this to be the case. Considering the generally lower occupational aspiration of women.
GENDER AND NUMBER OF RESPONDENTS
GENDER MALE FEMALE TOTAL NO. OF RESPONDENTS 123 27 150 PERCENTAGE (%) 82 18 100
INTERPRETATION: Majority of the respondents (82%) are male and 18% of the respondents are female.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
SIMPLE PERCENTAGE TABLE – 3 EDUCATION Education qualification of the respondents may affect the preception of job satisfaction. Highly educated may expect much better work life then others. According to educational qualification the respondents are classified into four categories as under.
EDUCATION AND NUMBER OF RESPONDENTS
EDUCATIONAL STATUS SCHOOL LEVEL GRADUATE POST-GRADUAT E TOTAL NO. OF RESPONDENTS 101 42 7 150 PERCENTAGE (%) 67 28 5 100
INTERPRETATION: Majority of the respondents (67%) are school level and 28% of the respondents are graduate and 5% of the respondents are post graduate.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
SIMPLE PERCENTAGE TABLE - 4 MARITAL STATUS The marital status may influence the job satisfaction as a personal factor. Because the married people has some unavoidable responsibility. MARITAL STATUS AND NUMBER OF RESPONDENTS
MARITAL STATUS MARRIED UNMARRIED TOTAL NO. OF RESPONDENTS 56 94 150 PERCENTAGE (%) 37 63 100
INTERPRETATION: Majority of the respondents (63%) are unmarried and 37% of the respondents are married.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
SIMPLE PERCENTAGE TABLE – 5
FAMILY SIZE The respondents have been classified into three groups. The family number upto three have been grouped as samll size. Member between four to six is been grouped under medium size family and above six members have been grouped under large size family.
FAMILY SIZE AND NUMBER OF RESPONDENTS
FAMILY SIZE UPTO 2 3- 5 ABOVE 5 TOTAL NO. OF RESPONDENTS 11 46 93 150 PERCENTAGE (%) 7 31 62 100
INTERPRETATION: Majority of the respondents (62%) are above 5 members in a family and 31% fo the respondetns are 3 to 5 members and 7% of the respondents are upto 2 members.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
SIMPLE PERCENTAGE TABLE – 6 EXPERIENCE The experience of the employees in their job is another factor affecting the perception on job satisfaction. Highly experienced may expect better working acmaspear and having less experienced satisfy with the exesting one. The respondents are classified into three categories according to their level of experience as under:
EXPERIENCE AND NUMBER OF RESPONDENTS
EXPERIENCE BELOW 5 5 TO 10 ABOVE 10 TOTAL NO. OF RESPONDENTS 76 51 23 150 PERCENTAGE (%) 51 34 15 100
INTERPRETATION: Manority of the respondents (51%) are below 5 years and 34% of the respondents are 5 – 10 years and 15% of the respondents are above 10 years.
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SIMPLE PERCENTAGE TABLE – 7 MONTHLY SALARY Man work to earn every employee in the organisation will expect a corret pay to be paid for the job done by him. The reasonable pay for each job which is performed in theorganisation. This scale of pay may help for the job satisfaction to a greater extent. MONTHLY SALARY AND NUMBER OF RESPONDENTS
SALARY PER MONTH BELOW 3,000 Rs.3,001 TO 4,000 Rs.4,001 TO 5,000 ABOVE Rs.5,000 TOTAL NO. OF RESPONDENTS 21 23 51 55 150 PERCENTAGE (%) 14 15 34 37 100
INTERPRETATION: Majority of the respondents (37%) are abvoe Rs.5,000 and 34% of the respondents are 4,001 – 5,000 and 15% of the respondents are 3,001 – 4,000 and the remaining 14% of respondents are below 3,000.
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SIMPLE PERCENTAGE TABLE – 8 COME FROM HOME OR ROOM PROVIDED BY THE COURIER It is one of the important factor to measure the level of satisfaction. Because the room facility and food are influence the level of satisfaction. So the respondents are classified according to where they come from. RESPONDENTS COME FROM AND NUMBER OF RESPONDENTS
COME FROM HOUSE NO. OF RESPONDENTS 80 PERCENTAGE (%) 53
ROOM TOTAL
70 150
47 100
INTERPRETATION: There is no high diviation in the number of respondents from room and from house. 53% of respondents are come from their house and the 47% of respondents are come from room provided by the courier.
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TWO WAY TABLE - 1 Relationship Between Age And Level Of Satisfaction
LEVEL OF SATISFACTION AGE YOUNG AGE MIDDLE AGE OLD AGE TOTAL HIGHLY SATISFIED 12(36%) 34(50%) 26(53%) 72 MEDIUM SATISFACTION 17(52%) 29(57%) 18(37%) 64 LOW SATISFACTION 4(12%) 5(7%) 5(10%) 14 TOTAL 33 68 49 150
INFERENCE: The above table reveals that the percentage of highly satisfied is in the old age group (53%) and 50% of highly satisfied in the middle age group and followed by young age group. And in medium satisfaction 57% of highest percentage in middle age group and followed by young age group with 52% of satisfaction. The highest percentage of 12% in low satisfaction is in old age group.
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TWO WAY TABLE -2 Relationship Between Gender And Level Of Satisfaction
LEVEL OF SATISFACTION GENDER HIGHLY SATISFIED 63(51%) 9(33%) 72 MEDIUM SATISFACTION 50(41%) 14(52%) 64 LOW SATISFACTION 10(8%) 4(15%) 14 TOTAL
MALE FEMALE TOTAL
123 27 150
INFERENCE:
From the above table the percentage of highly satisfied is in male group followed by the female group. The percentage of medium satisfied is highest in female group.
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TWO WAY TABLE -3 Relationship Between Educational Status And Level Of Satisfaction
LEVEL OF SATISFACTION EDUCATION HIGHLY SATISFIED 51(50%) 20(48%) 1(14%) 72 MEDIUM SATISFACTION 41(41%) 18(43%) 5(72%) 64 LOW SATISFACTION 9(9%) 4(9%) 1(14%) 14 TOTAL
SCHOOL LEVEL GRADUATE POST GRADUATE TOTAL
101 42 7 150
INFERENCE:
From the above table the percentage of highly satisfied is more among the respondents of school level group and followed by the graduate group. The percentage of medium satisfied is highest among the respondents of post graduate group.
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TWO WAY TABLE -4 Relationship Between Marital Status And Level Of Satisfaction
LEVEL OF SATISFACTION MARITAL STATUS HIGHLY SATISFIED 40(63%) 32(37%) 72 MEDIUM SATISFACTION 15(23%) 49(57%) 64 LOW SATISFACTION 9(14%) 5(6%) 14 TOTAL
MARRIED UNMARRIED TOTAL
64 86 150
INFERENCE:
The above table reveals that the percentage of highly satisfied is in unmarried group followed by married group. And in medium satisfaction highest percentage is in married group and followed by unmarried group.
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TWO WAY TABLE -5 Relationship Between Family Size And Level Of Satisfaction
LEVEL OF SATISFACTION FAMILY SIZE HIGHLY SATISFIED 7(64%) 23(50%) 42(45%) 72 MEDIUM SATISFACTION 3(27%) 21(46%) 39(43%) 64 LOW SATISFACTION 1(9%) 2(4%) 11(12%) 14 TOTAL
UP TO 2 2 TO 4 ABOVE 4 TOTAL
11 46 93 150
INFERENCE: The above table shows that the percentage of highly satisfied respondents in the group up to 2 members group and it is followed by 2 to 4 members group. And in medium satisfaction the highest percentage is in 2 to 4 members group and followed by above 4 members group.
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TWO WAY TABLE -6 Relationship Between Experience And Level Of Satisfaction
LEVEL OF SATISFACTION EXPERIENCE HIGHLY SATISFIED 27(36%) 32(63%) 13(57%) 72 MEDIUM SATISFACTION 42(55%) 15(29%) 7(30%) 64 LOW SATISFACTION 7(9%) 4(8%) 3(13%) 14 TOTAL
Less than 5 years 5 to 10 years Above 10 years TOTAL
76 51 23 150
INFERENCE:
The above table reveals that the respondents from 5 – 10 years group have derived highest satisfaction. The percentage of medium satisfaction is high in the category of less than 5 years group.
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TWO WAY TABLE -7 Relationship Between Monthly Salary And Level Of Satisfaction
LEVEL OF SATISFACTION MONTHLY SALARY HIGHLY SATISFIED Less than Rs.3,000 10(48%) MEDIUM SATISFACTION 9(42%) LOW SATISFACTION 2(10%) 21 TOTAL
Rs.3,001 – Rs.4,000
7(30%)
14(61%)
2(9%)
23
Rs.4,001 – Rs.5,000
25(49%)
22(43%)
4(8%)
51
Above Rs.5,000
30(55%)
19(35%)
6(10%)
55
TOTAL
72
64
14
150
INFERENCE:
From the above table the percentage of highly satisfied respondents is more in the group above Rs.5,000. It was followed by the groups Rs.4,001 – Rs.5,000. In medium satisfaction the highest percentage is in Rs.3,001 – Rs.4,000 group.
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CHI-SQUARE TEST:
Chi-square test is applied to test the goodness of fit, to verify the distribution of observed data with assumed theoretical distribution. Therefore it is a measure to study the divergence of actual and expected frequencies; Karl Pearson’s has developed a method to test the difference between the theoretical (hypothesis) & the observed value.
Chi – square test (X2) = (O – E)2 / E Degrees Of Freedom = V = (R – 1) (C -1) Were, ‘O’ = Observed Frequency ‘E’ = Expected Frequency ‘R’ = Number of Rows ‘C’ = Number of Columns
For all the chi-square test the table value has taken @ 5% level of significance.
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CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE AGE AND LEVEL OF SATISFACTION Hypothesis: HO: There is no significant relationship between age and level of satisfaction.
O 12 34 26 17 29 18 4 5 5
E 15.84 32.64 23.52 14.08 29.01 20.91 3.08 6.35 4.57
O-E -3.84 1.36 2.48 2.92 -0.01 -2.91 0.92 -1.35 0.43
(O-E)2 14.75 1.85 6.15 8.53 0.00 8.45 0.85 1.81 0.18
(O-E)2/ E 0.93 0.06 0.26 0.61 0.00 0.40 0.27 0.29 0.04 2.86
Degree of freedom Table value Calculated value
-
4 9.49 2.86
INFERENCE:
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Since the calculated value is less than the table value. So the Null hypothesis is accepted. Hence, there is no significant relationship between age and level of satisfaction.
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CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE GENDER AND LEVEL OF SATISFACTION Hypothesis: HO: There is no significant relationship between gender and level of satisfaction.
O 63 9 50 14 10 4 E 59.04 12.96 52.48 11.52 11.48 2.52 TOTAL O-E 3.96 -3.96 -2.48 2.48 -1.48 1.48 (O-E)2 15.68 15.68 6.15 6.15 2.19 2.19 (O-E)2/E 0.27 1.21 0.12 0.53 0.19 0.87 3.19
Degree of freedom Calculated value Table value INFERENCE:
-
2 3.19 5.99
Since the calculated value is less than the table value. So the Null hypothesis is accepted. Hence, there is no significant relationship between gender and level of satisfaction.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE EDUCATIONAL QUALIFICATION AND LEVEL OF SATISFACTION Hypothesis:
HO: There is no significant relationship between educational qualification and level of satisfaction.
O 51 20 1 41 18 5 9 4 1
E 48.48 20.16 3.36 43.09 17.92 2.99 9.43 3.92
O-E 2.52 -0.16 -2.36 -2.09 0.08 2.01 -0.43 0.08
(O-E)2 6.35 0.03 5.57 4.38 0.01 4.05 0.18 0.01 0.12
(O-E)2/E 0.13 0.00 1.66 0.10 0.00 1.36 0.02 0.00 0.18 3.45
0.65 0.35 TOTAL
Degree of freedom Calculated value Table value INFERENCE:
-
4 3.45 9.49
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Since the calculated value is less than the table value. The Null hypothesis is accepted. Hence, there is no significant relationship between educational qualification and level of satisfaction.
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CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE MARITAL STATUS AND LEVEL OF SATISFACTION Hypothesis: HO: There is no significant relationship between marital status and level of satisfaction.
O 40 32 15 49 9 5 E 30.72 41.28 27.31 36.69 5.97 8.03 O-E 9.28 -9.28 -12.31 12.31 3.03 -3.03 (O-E)2 86.12 86.12 151.45 151.45 9.16 9.16 (O-E)2/E 2.80 2.09 5.55 4.13 1.53 1.14 17.24
TOTAL
Degree of freedom Calculated value Table value INFERENCE:
-
2 17.24 5.99
Since the calculated value is less than the table value. So the Null hypothesis is not accepted. Hence, there is significant relationship between marital status and level of satisfaction.
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CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE FAMILY SIZE AND LEVEL OF SATISFACTION Hypothesis: HO: There is no significant relationship between family size and level of satisfaction.
O 7 23 42 1 21 42 3 2 9 E 5.28 22.08 44.64 4.69 19.63 39.68 1.03 4.29 8.68 TOTAL O-E 1.72 0.92 -2.64 -3.69 1.37 2.32 1.97 -2.29 0.32 (O-E)2 2.96 0.85 6.97 13.64 1.89 5.38 3.89 5.26 0.10 (O-E)2/E 0.56 0.04 0.16 2.91 0.10 0.14 3.79 1.23 0.01 8.92
Degree of freedom Calculated value Table value INFERENCE:
-
6 8.92 12.59
Since the calculated value is more than the table value. So the Null hypothesis is accepted. Hence, there is no significant relationship between family size and level of satisfaction.
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CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE EXPERIENCE AND LEVEL OF SATISFACTION Hypothesis: HO: There is no significant relationship between experience and level of satisfaction.
O 27 32 13 42 15 7 7 4 3 E 36.48 24.48 11.04 32.43 21.76 9.81 7.09 4.76 2.15 O-E -9.48 7.52 1.96 9.57 -6.76 -2.81 -0.09 -0.76 0.85 TOTAL (O-E)2 89.87 56.55 3.84 91.65 45.70 7.91 0.01 0.58 0.73 (O-E)2/E 2.46 2.31 0.35 2.83 2.10 0.81 0.00 0.12 0.34 11.32
Degree of freedom Table value Calculated value
-
2 5.99 9.82
INFERENCE:
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Since the calculated value is more than the table value. So the Null hypothesis is rejected. Hence, there is significant relationship between experience and level of satisfaction.
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CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE MONTHLY INCOME AND LEVEL OF SATISFACTION Hypothesis: HO: There is no significant relationship between monthly income and level of satisfaction.
O 10 7 25 30 9 14 22 19 2 2 4 6 E O-E 10.08 -0.08 11.04 -4.04 24.48 0.52 26.40 3.60 8.96 0.04 9.81 4.19 21.76 0.24 23.47 -4.47 1.96 0.04 2.15 -0.15 4.76 -0.76 5.13 0.87 TOTAL (O-E)2 0.01 16.32 0.27 12.96 0.00 17.53 0.06 19.95 0.00 0.02 0.58 0.75 (O-E)2/E 0.00 1.48 0.01 0.49 0.00 1.79 0.00 0.85 0.00 0.01 0.12 0.15 4.75
Degree of freedom Calculated value Table value
-
6 4.75 12.59
INFERENCE: Since the calculated value is less than the table value. So the Null hypothesis is accepted. Hence, there is no significant relationship between monthly income and level of satisfaction.
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CORRELATION: Correlation is the method for measuring the magnitude of linear relationship between the two variables. It is most widely used method in practice and it is known as Karl Pearson’s coefficient of correlation. It is denoted by ‘r’.
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CORRELATION
TEST
CONDUCTED
TO
EXTENT
THE
RELATIONSHIP
BETWEEN THE AGE AND SATISFACTION LEVEL
Score Age
31 - 50
51 - 70
71 - 90
f 33 68 49 150 0 -58 86
u -1 0 1 0
fu -33 0 49 16
fu2 33 0 49 82
fuv 8 0 -21 -13
10 – 20 20 – 30 30 - 40 f v fv fv2
12 34 26 72 -1 -72 72
17 29 18 64 0 0 0
4 5 5 14 1 14 14
Formula:
Result:
r = -1022 = -0.09536 10716.88
INFERENCE:
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The correlation shows the negative result, so there is no relationship between the age and satisfaction level.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
CORRELATION TEST CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE EXPERIENCE AND SATISFACTION LEVEL
Score Experience
31 - 50
51 - 70
71 - 90
f 76 51 23 150 0 -58 86
u -1 0 1 0
fu -76 0 23 -53
fu2 76 0 23 99
fuv 20 0 -10 10
0–5 5 – 10 10 - 15 f v fv fv2
27 32 13 72 -1 -72 72
42 15 7 64 0 0 0
7 4 3 14 1 14 14
Formula:
Result:
r = -1574 = -0.14689 10715.55
INFERENCE: The correlation shows the negative result, so the experience is not going to affect the satisfaction level.
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CORRELATION TEST CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE FAMILY SIZE AND SATISFACTION LEVEL
Score Family size
31 - 50
51 - 70
71 - 90
f 20 38 5 63 0 -21 43
u -1 0 1 0
fu -20 0 5 -15
fu2 20 0 5 25
fuv -1 0 -2 -3
0–2 2–4 4-6 f v fv fv2
4 25 3 32 -1 -32 32
11 8 1 20 0 0 0
5 5 1 11 1 11 11
Formula:
Result:
r = -504 = -0.28803 1749.8
INFERENCE:
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The correlation shows the negative result, which implies that; the family size does not affect the employee’s satisfaction level.
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CHAPTER V
FINDINGS, SUGGESTIONS AND CONCLUSION
5.1. FINDINGS Age: The percentage table reveals that the majority of the respondents are belongs to the group 21 years to 30 years of age. The two-way table shows that the high satisfaction is derived by the old age group. Chi-squire test indicates that there is no significant relationship between the age and level of satisfaction. The correlation is also shows that there is no relationship between the age and satisfaction level. Gender: From the percentage table the majority of the respondents are from the male group. The two-way table says that the high level of satisfaction is obtained by the male group. Chi-squire test reveals that there is no relationship between the gender and the level of satisfaction.
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Educational qualification: From the percentage table the majority of the respondents are in school level educated group. The two-way table showing the high level of satisfaction is derived by the school level group respondents. The chi-squire test indicates that there is no significant relationship between the educational qualification and the level of satisfaction.
Marital status The percentage table shows that the majority of the respondents are unmarried. The two-way table showing the high satisfaction is derived by the married group. The chi-squire test indicates that there is a significant relationship between the marital status and the level of satisfaction.
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Family size Majority of the respondents are form the above 5 members family group. High level satisfaction is derived by the respondents who are in the 2 to 4 members group. The chi-squire test reveals that there is no significant relationship between the family size and the level of satisfaction. The correlation analysis also said that there is no relationship between the family size and the level of satisfaction.
Experience From the percentage table majority of the respondents were in below 5 years of experience. The two way table reveals that the high level of satisfaction is derived by the group 5 to 10 years of experience.
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Chi-squire test shows that there is a relationship between the experience and the level of satisfaction. The correlation shows that there is no relationship between the experience and the level of satisfaction.
Monthly income: The percentage table indicates that the majority of the respondents are in Rs4,000 to Rs.5,000 salary group. The two-way table tells us the high satisfaction is derived by the respondents who are in above Rs.5,000 group. Chi-squire test reveals that there is no significant relationship between the monthly income and the level of satisfaction. The correlation shows that there no relationship between the monthly income and the level of satisfaction.
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5.2. SUGGESTIONS:
The courier should increase the present scale of pay to the delivery and pick-up employees.
The courier should formulate it’s working time. It may introduce shift working pattern.
The courier should reduce the autocratic management style.
Courier should implement the grievance handling system.
The courier should improve the canteen facilities.
The courier may provide loans and advances to it’s workers.
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It may provide the vehicles to its employees for delivery and pick-up even they are come from their home.
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5.3. CONCLUSION The study on employee’s satisfaction at professional courier is cased out with full co-operation of the employees and management. As far as possible with in the given limits the study is completed with the satisfaction of many peoples. The data collected are analyzed scientifically and the results obtained are free to nearly 80%. It is assured that the company may got high boosted moral in the organization provided some of the suggestions made in the report in carried out.
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A STUDY ON EMPLOYEE’S SATISFACTION IN THE PROFESSIONAL COURIERS IN COIMBATORE CITY
1. PERSONAL BACK ROUND
1. Age
:
2. Gender
:
Male
Female
3. Marital status
:
Married
Single
4. Educational Qualification
:
5. How many years you are working in the organization :
6. Monthly salary
:
Below 3,000 3,501 to 4,000
3,001 to 3,500 Above 4,001
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7. Number of dependents in your family 8. You are from? : : 1 / 2 / 3 and above House Room provided by courier
9. Working hours of courier
:
2. JOB SATISFACTION SEGMENTS
Kindly put tick ( ) mark in only answer from various alternatives given below.
A
= Agree
DA = Disagree SA = Strongly agree
UD = Undecided SDA = Strongly Disagree
1. Your salary is satisfied. A DA UD SA SDA
2. Your job is very interesting.
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A
DA
UD
SA
SDA
3. Your job description is clear. A DA UD SA SDA
4. You feel that your job is secured one. A DA UD SA SDA
5. You are not making many mistakes in your job. A DA UD SA SDA
6. You have the capability to achieve the targets in time. A DA UD SA SDA
7. Your job does not create any physical aliments.
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A
DA
UD
SA
SDA
8. Management builds and maintains work relationship. A DA UD SA SDA
9. Grievance redressal. A DA UD SA SDA
10. Your work is very challenging one. A DA UD SA SDA
11. You feel over burden in your job. A DA UD SA SDA
12. You get response form your superiors and subordinates. A DA UD SA
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13. You have enough time to spend with your family. A DA UD SA SDA
14. You feel that your working hours are convenient. A DA UD SA SDA
15. You affect your personal problems in between the job. A DA UD SA SDA
16. You maintain a good relationship with your colleagues. A DA UD SA SDA
17. Your complaints are settled quickly by the courier. A DA UD SA SDA
18. You feel your growth through in this courier.
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A
DA
UD
SA
SDA
19. Facilities available in the courier are satisfactory. A DA UD SA SDA
20. Classification of various services satisfactory. A DA UD SA SDA
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Job satisfaction refers to a person’s feeling of satisfaction on the job, which acts as a motivation to work. It is not the self satisfaction, happiness or self contentment but the satisfaction on the job.
SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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ACKNOWLEDGEMENT
I am deeply indebted to thank my faculty guide, Prof. Mrs. N.MEENAKSHI SUNDARESWARI, M.Com., M.Phil., Lecturer in Commerce, Government Arts College,(Autonomous) Coimbatore for her valuable suggestions. Her guidance and co-operation throughout the project was incomparable.
I am also delighted to record my sincere thanks to other members of the faculty of Commerce, Government Arts College (Autonomous), Coimbatore for their valuable suggestions rendered on the subject during the study.
Last but not least, I would like to thank my most affectionate and Beloved Parents and friends without whose blessings and encouragement this project work would not have been completed.
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CONTENTS
ACKNOWLEDGEMENT CERTIFICATE LIST OF TABLES CHAPTE R NO.
I II III IV V
PARTICULARS
PAGE NO.
1 17 25 31 60
INTRODUCTION ABOUT STUDY REVIEW OF LITERATURE HISTORY OF THE PROFESSIONAL COURIER ANALYSIS AND INTERPRETATIONS FINDINGS ,SUGGESTIONS, AND CONCLUSIONS
BIBLIOGRAPHY ANNEXURE
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LIST OF TABLES
Table. No TITLE PERCENTAGE ANALYSIS 1. AGE WISE CLASSIFICATION OF THE RESPONDENTS GENDER WISE CLASSIFICATION OF THE RESPONDENTS COMPOSITION OF RESPONDENTS ON THE BASIS OF EDUCATIONAL QUALIFICATION MARITAL STATUS WISE CLASSIFICATION OF THE RESPONDENTS FAMILY SIZE WISE CLASSIFICATION OF THE RESPONDENTS COMPOSITION OF THE RESPONDENTS ON THE BASIS OF EXPERIENCE COMPOSITION OF THE RESPONDENTS ON THE BASIS OF MONTHLY SALARY COMPOSITION OF THE RESPONDENTS ON THE BASIS OF RESPONDENTS COME FROM 33 34 35 36 37 38 39 40 PAGE NO.
2. 3. 4. 5. 6. 7. 8.
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TWO-WAY TABLE AND CHI-SQUIRE TEST
TABLE TITLE NO 9. RELATIONSHIP BETWEEN AGE AND LEVEL OF SATISFACTION TWO-WAY TABLE CHI-SQUARE TEST CORRELATION 10. RELATIONSHIP BETWEEN GENDER AND LEVEL OF SATISFACTION TWO-WAY TABLE CHI-SQUARE TEST 11. RELATIONSHIP BETWEEN EDUCATIONAL QUALIFICATION AND LEVEL OF SATISFACTION TWO-WAY TABLE CHI-SQUARE TEST 12. RELATIONSHIP BETWEEN MARITAL STATUS AND LEVEL OF SATISFACTION TWO-WAY TABLE CHI-SQUARE TEST 13 RELATIONSHIP BETWEEN FAMILY SIZE AND LEVEL OF SATISFACTION TWO-WAY TABLE CHI-SQUARE TEST CORRELATION RELATIONSHIP BETWEEN EXPERIENCE AND LEVEL OF 14 SATISFACTION TWO-WAY TABLE CHI-SQUARE TEST CORRELATION RELATIONSHIP BETWEEN MONTHLY SALARY AND 15 LEVEL OF SATISFACTION TWO-WAY TABLE CHI-SQUARE TEST PAGE NO.
41 49 57 42 50 43 51 44 52 45 53 59 46 54 58 47 55
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CHAPTER I INTRODUCTION ABOUT THE STUDY
1. INTRODUCTION
Job satisfaction refers to a person’s feeling of satisfaction on the job, which acts as a motivation to work. It is not the self satisfaction, happiness or self contentment but the satisfaction on the job. The term relates to the total relationship between an individual and the employer for which he is paid. Satisfaction does mean the simple feeling-state accompanying the attainment of any goal; the end-state is feeling accompanying the attainment by an impulse of its objectives. Job satisfaction does mean absence of motivation at work. Research workers differently described the factors contributing to job satisfaction and job dissatisfaction. Hoppock describes job satisfaction as, “Any combination of psychological, physiological and environmental circumstances that cause any person truthfully to say I am satisfied with my job”. The term “job satisfaction” refers to an employee’s general attitudes toward his job. Locke defines job satisfaction as a “Pleasurable or positive emotional state resulting from the appraisal of one’s job or job experience”, to the extent that person’s job fulfill his dominant need and is consistent with his expectations and values. The job will be satisfying there are three major theories of job satisfaction viz.,
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1. Herzberg’s Motivation-Hygiene Theory. 2. Need Fulfillment Theory. 3. Social Reference Group Theory. Smith Kendall and Hulin have suggested that there are five job dimensions that represent the most important characteristics of a job about which people have affective responses, these are: The work itself: The extent to which the job provides the individual with the interesting task, opportunities for learning and the chance of accept responsibility. Pay: The amount of financial remuneration that is received and the degree to which this is viewed as equitable vis-avis that of others in the organization. Promotion opportunities: The chance for advancement in the hierarchy. Supervision: The ability is on the supervision to provide technical assistance and behavioral support. Co-workers: The degree to which follow workers are technically proficient and socially supportive. However, a comprehensive approach requires that may additional factors be included before a complete understanding of job satisfaction can be obtained. Such factors as the employee’s are, health, temperament, desires and levels of aspiration should be considered. Further, his family relationship, social status, recreational or purely social-contribute ultimately to job satisfaction.
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1.2.DETERMINANTS OF JOB SATISFACTION According to Abraham A. Korman, there are two types of variables which determine the job satisfaction of an individual. These are: 1. Organizational variables, and 2. Personal variables. ORGANIZATIONAL VARIABLES
1. Occupational Level
The higher the level of the job the greater the satisfaction of the individuals. This is because of higher levels of job carry greater prestige and self control.
2. Job Content
Greater the variation in job content and the less the repetitiveness with which the tasks must be performed, the greater the satisfaction of the individuals involved.
3. Considerate Leadership
People like to be treated with consideration. Hence considerate leadership results in higher job satisfaction than inconsiderate leadership.
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4. Pay And Promotional Opportunities
All other things being equal these two variables are positively related to job satisfaction. An explanation for this finding lies in both theories discussed above.
5. Interaction In The Workgroup
Here the question is, when is interaction in the workgroup a source of job satisfaction and when it is not? Interaction is must satisfying, when 1. It results are being accepted by others. 2. It facilitates the achievement of goals.
PERSONAL VARIABLES For some people, it appears job will be dissatisfying irrespective of the organizational conditions involved, whereas or others, most jobs will be personal variables like age, educational levels, sex, etc.,
1. Age Most of the evidence on the relation between age and job satisfaction, holding such factors as occupational level constants, seems to indicate that there is generally a positive relationship
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between the two variables up to the pre-retirement years and then there is a sharp decrease in satisfaction.
2. Educational Levels With occupational level held constant there is a negative relationship between the educational level and job satisfaction. The higher the educational, the higher the reference group which the individual looks to for guidance to evaluate his job rewards.
3. Role Perception The different individuals holder different perceptions about their role i.e., the kind of activities and behaviors they should engage in to a firm makes job successful. Job satisfaction is determined by this factor also.
4. Sex There is yet no confident evidence as to whether women are more satisfied with that their job than men. Holding such factors as job and occupational levels constant, one might predict this to be the case considering the generally lower occupational aspiration of women.
DETERMINATION OF JOB SATISFACTION AS FOLLOWS
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General working conditions Union-Management Relations General Quality of supervisors Type of work Co-workers Ease to communicating to work Advancement opportunities Security Supervision Company prestige Working hours Recognition Autonomy Fair evaluation of work done Job status
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Effect of Job Satisfaction Job satisfaction has a variety of effects. These effects may be seen in the context of an individual’s physical and mental health, productivity, absenteeism, and turnover.
Physical and Mental Health: The degree of job satisfaction affects an individual’s physical and mental health. Since job satisfaction is a type of mental feeling, its favourableness or unfavourablesness affects the individual psychologically which ultimately affects his physical health. For example, Lawler has pointed out that drug abuse, alcoholism and mental and physical health result from psychologically harmful jobs. Further, since a job is an important part of life, job satisfaction influences general life satisfaction. The result is that there is spillover effect which occurs in both directions between job and life satisfaction.
Productivity: There are two views about the relationship between job satisfaction and productivity: 1. A happy worker is a productive worker,
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2. A happy worker is not necessarily a productive worker. The first view establishes a direct cause-effect relationship between job satisfaction and productivity; when job satisfaction increases, productivity increases; when satisfaction decreases, productivity decreases. The basic logic behind this is that a happy worker will put more efforts for job performance. However, this may not be true in all cases. For example, a worker having low expectations from his jobs may feel satisfied but he may not put his efforts more vigorously because of his low expectations from the job. Therefore, this view does not explain fully the complex relationship between job satisfaction and productivity.
The another view: That is a satisfied worker is not necessarily a productive worker explains the relationship between job satisfaction and productivity. Various research studies also support this view. This relationship may be explained in terms of the operation of two factors: effect of job performance on satisfaction and organizational expectations from individuals for job performance. 1. Job performance leads to job satisfaction and not the other way round. The basic factor for this phenomenon is the rewards (a source of satisfaction) attached with performance. There are two types of rewards-intrinsic and extrinsic. The intrinsic reward stems from the job itself which may be in the form of growth potential, challenging job, etc. The satisfaction on such a type of reward may help to increase productivity. The extrinsic reward is subject to control by management such as salary, bonus, etc. Any increase in
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these factors does not hep to increase productivity though these factors increase job satisfaction.
2. A happy worker does not necessarily contribute to higher productivity because he has to operate under certain technological constraints and, therefore, he cannot go beyond certain output. Further, this constraint affects the management’s expectations from the individual in the form of lower output. Thus, the work situation is pegged to minimally acceptable level of performance. However, it does not mean that the job satisfaction has no impact o productivity. A satisfied worker may not necessarily lead to increased productivity but a dis-satisfied worker leads to lower productivity.
Absenteeism: Absenteeism refers to the frequency of absence of job holder from the workplace either unexcused absence due to some avoidable reasons or long absence due to some unavoidable reasons. It is the former type of absence which is a matter of concern. This absence is due to lack of satisfaction from the job which produces a ‘lack of will to work’ and alienate a worker form work as for as possible. Thus, job satisfaction is related to absenteeism. Employee turnover:
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Turnover of employees is the rate at which employees leave the organization within a given period of time. When an individual feels dissatisfaction in the organization, he tries to overcome this through the various ways of defense mechanism. If he is not able to do so, he opts to leave the organization. Thus, in general case, employee turnover is related to job satisfaction. However, job satisfaction is not the only cause of employee turnover, the other cause being better opportunity elsewhere. For example, in the present context, the rate of turnover of computer software professionals is very high in India. However, these professionals leave their organizations not simply because they are not satisfied but because of the opportunities offered from other sources particularly from foreign companies located abroad.
1.3. SCOPE OF STUDY The scope of this study is to understand the satisfaction of the pickup and delivery staffs in the professional courier. The study is useful to the professional courier management to know the level of satisfaction and needs of the employees.
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1.4. OBJECTIVES OF STUDY
The following are the objectives of the present study. To determine the level of satisfaction of the respondents regarding their job. To study and understand the job satisfaction among the employees of The Professional Couriers. To study the various factors which influencing job satisfaction. To study the relationship between the personal factors of the employee (Income, Designation, Educational qualification, Gender, etc.,) To offer suggestions to the courier to improve their employee’s satisfactory level.
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1.5. RESEARCH METHODOLOGY The methodology this study consists of both primary and secondary data. These dates collected from the respondents were through questionnaires. The primary data were collected from the respondents; the secondary data were collected from the books. SAMPLE SIZE All the items consideration in any field of inquiry constitutes a universe of population. In this research only a few items can be selected form the population for our study purpose. The items selected constitute what is technically called a sample. Here out sample size is 100 employees from the total population in the delivery peoples. The samples are selected on the basis of convenient. QUESTIONNAIRE SCHEDULE Questions are framed in such a way that the answers reflect the ideas and thoughts of the respondents with regard to level of satisfaction of various factors of job satisfaction. The following scaling techniques have been used for each question in the interviews schedule. 1. A = Agree
2. DA = Dis Agree 3. UD = Undecided 4. SA = Strongly agree 5. SDA = Strongly Dis agree
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TOOLS OF ANALYSIS
Simple percentage analysis:
Here the simple percentage analysis is used for calculating the percentage of satisfaction level in the total respondents.
Two-way analysis:
The score secured by the respondents who falls between the score as up to 50 indicates less satisfaction of the respondents, from 51 – 70 are got average satisfaction and 71 – 90 respondents are highly satisfaction.
Correlation:
Correlation is the method for measuring the magnitude of linear relationship between the two variables. It is most widely used method in practice and it is known as Karl Pearson’s coefficient of correlation. It is denoted by ‘r’.
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Chi-square test:
Chi-square test is applied to test the goodness of fit, to verify the distribution of observed data with assumed theoretical distribution. Therefore it is a measure to study the divergence of actual and expected frequencies; Karl Pearson’s has developed a method to test the difference between the theoretical (hypothesis) & the observed value. Chi – square test (X2) = (O – E)2 / E Degrees Of Freedom = V = (R – 1) (C -1) Were, ‘O’ = Observed Frequency ‘E’ = Expected Frequency ‘R’ = Number of Rows ‘C’ = Number of Columns
For all the chi-square test the table value has taken @ 5% level of significance.
AREAS OF STUDY
The area of the study is THE PROFESSIONAL COURIERS, Head Office, Coimbatore.
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1.6. LIMITATIONS OF STUDY
The research was conducted within a limited duration. So a detailed and comprehensive study could not be made. The sample was confined to 150 respondents. So this study cannot be regarded as “full – proof” one. Some respondents hesitated to give the actual situation; they feared that management would take any action against them. There was a fear of reprisal among the employees to reveal their personal feelings and the result may not reflect the actual satisfactions. The research was conducted within pickup and delivery staffs only. So it is not reflect the other official employee’s job satisfaction. The findings and conclusions are based on knowledge and experience of the respondents sometime may subject to bias.
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CHAPTER SCHEME
Chapter – I It gives a brief introduction about the study and scope, objective, methodology and limitations of the study.
Chapter – II It deals with the review of literature.
Chapter – III It covers the history of The Professional Courier.
Chapter – IV It deals with the analysis and interpretations of the collected data.
Chapter – V It covers the various findings and suggestions of the study along with the conclusion.
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CHAPTER II REVIEW OF LITERATURE
Job satisfaction represents the constellations of person’s attitude towards or about the job. In general, job satisfaction is the attitude towards the job as a whole. Job satisfaction is a function of satisfaction with different aspects of job, i.e. supervision, pay, works itself, co-workers, promotion, etc., and of the particular weighting or importance one attaches to these respective components. The study of job satisfaction is a relatively recent phenomenon. It can perhaps be said to have begun in earnest with the famous Hawthorne studies conducted by Elton Mayo at the western Electronic Company in 1920s during the course of investigations. However they become convinced that factors of a social nature were affecting satisfaction with the job and productivity. Since the Hawthorne studies there has been an enormous output of work on the nature, causes and correlates of job satisfaction. has about his job. This total body of feelings involves, in effect, weighting up the sum total of influences of the job, the nature of job itself, the pay, the promotion. The promotion prospects, the nature of supervision and so on. Where the sum total of influences gives rise to feelings of satisfactions the individual is job satisfied. Where in total they give rise
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The
traditional
model of job satisfaction is that it consists of the total body of feelings that an individual
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to feelings of job dissatisfaction the individual is job dissatisfied. Improving any one of these influences will lead in the direction of job satisfaction, making less satisfactory any one of the influences will lead in the direction of the job dissatisfaction. However, what makes a job satisfying does not depends only on the nature of the job, but on the job expectations that individuals have of what their job should provide. Expectancy theory points to the importance of the individual’s expectations of his job in determining job satisfaction. For individuals who have expectations that their job should give them opportunities for pay, challenge, a failure of the job to meet this expectation will lead to dissatisfaction compared to a situation where no such expectation is involved. What expect expectation of individuals will have of a job may vary. For a large number of reasons, some deriving from social others from individual causes.
These proposing an expectancy theory usually regarded over all job satisfaction as a function of satisfaction with various elements of the job. Another theory that has dominated the study of the nature of job satisfaction is Herzberg’s famous “Two factory Theory’s of job satisfaction. In this he claims that the factors which cause job satisfaction are separate and distinct from the factors which job dissatisfaction. The factors causing job satisfaction, which level factors such as their relating to satisfaction with the job itself. The factors which cause job dissatisfaction called hygiene
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factors are more concerned with conditions of work such as pay and supervision. At no time does Herzberg argue a job satisfactory, except may be for a short run. Philip apple while has listed five major components of job satisfaction as, 1. Attitude towards work group. 2. General workings conditions. 3. Attitude towards company. 4. Monetary benefits and 5. Attitude towards supervision Other components that should be added to these five are the individual’s state of mind about the work itself and about life in general. The individual’s health, age, level of aspiration, social status and political and social activities can all contribute to job satisfaction. A person attitude toward the job may be positive or negative. Job satisfaction is not synonymous with organizational morale, which is the possession of felling of being accepted by and belonging to a group of employees through adherence to common goals and confidence in desirability of these goals. Morale is the byproduct of a group, while job satisfaction is more of an individual stage of mind. However the two concepts are interrelated in that job satisfaction can contribute to morale and morale can contribute to job satisfaction. For many years managers generally have believed that a satisfied worker is necessarily a good worker.
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In other works if management could keep all the employees “HAPPY”, good performance would automatically follow. Charles Greene has suggested that many managers subscribe to this be life because it represent “the path of least residence”.
Greene’s thesis is that if a performance problem exists, increasing an employee’s happiness is for more pleasant than discussing with the worker his or her failure to meet standards. Although happiness eventually results from satisfaction, this feeling goes much deeper and is far less tenuous than happiness. Recent research evidence generally rejects the more popular view that satisfaction causes performance. The evidence does, however, provide moderate support for the view that job effort causes satisfaction. The evidence also strongly indicates that rewards constitute a more direct cause of satisfaction that performance does and that rewards based on current effort causes subsequent performance. Research also indicates that a high level of job satisfaction does have a positive impact is reducing turnover, absenteeism, tardiness accidents, grievances and strikes. In addition, recruitment efforts by current employees generally are more successful if these employees are well satisfied. Satisfied employees are preferred simply because they affect the work environment positively. Thus even through a well satisfied employee is not necessarily an outstanding performer; there are numerous reasons for taking steps to encourage employee satisfaction.
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A high level of satisfaction leads to organizational commitment while a low level or dissatisfaction results in behaviours detrimental to the organization. It must be remembered that satisfaction and motivation are not synonymous. Motivation is a drive to perform, whereas satisfaction reflects situation. The factors that determine whether an individual is adequately satisfied with the job differ from those that determine whether he or she is motivated. The level of satisfaction is largely determined by the comforts offered by the environment and situation. Motivation on the other hand, is largely determined by the value of rewards and their contingency on performance. Motivation results is added effort that is turn leads to increased performance if the individual has the ability and result of high satisfaction is increased commitment to the organized which may or may not result is better performance. The increased commitment normally will lessen the number of personnel related problems, Such as strikes, excessive absenteeism, tardiness and turnover.
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A study on job satisfaction among workers in chemical unit (M/S. Shri Veeco chems corporation, Cbe) Done by Mr. C.M. RAVIKUMAR (MBA project) in the year 1985. The techniques used by the Researcher for analyzing the data were personal interview. The Researcher interviewed sixty workers on the basis of sex, age, educational qualification, experience, monthly income, marital status and family income. The tools adopted by the Researcher were percentage method of tabulation to find job satisfaction. A study on job satisfaction among bank officers in State Bank of India, Jabalpur done by Mr.S. NAREND in his MBA project, in the year 1990. The techniques used by the Researcher for analyzing the data were through questionnaire method. The Researcher interviewed forty respondents on the basis of sex, age, educational qualification, experience, monthly income, marital status and family income. The tools adopted by the Researcher were average scoring and two-way table method to find out job satisfaction. A study on job satisfaction of Tea Plantation Workers with special reference to Sheikalmudi Estate, Valparai Taluk, done by Mr.K.Madhu,
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In the year 1986 (M.Com project). The techniques used by the Researcher for analyzing the data were through questionnaire and personal interview method. The Researcher interviewed Sixty respondents on the basis of sex, age, educational qualification, experience, monthly income, marital status and family income. The tools adopted by the researcher were average scoring and two-way table method. The hypothesis was tested through chi-squire test and correlation to find out job satisfaction. The researcher had made previous study on job satisfaction in various areas. Therefore, on researcher had done any particular study on job satisfaction among The Professional Courier employees. Thus the study has been aimed to measure the job satisfaction in The Professional Courier.
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CHAPTER III HISTORY OF THE PROFESSIONAL COURIER
The Professional Couriers (TPC) was born on 1st November 1987. In the year 1987 with a sole mission of catering effective written messages, documents and cargo “The Professional Couriers” (TPC) have reached the pinnacle of being a truly professional courier company, having today the infrastructure for bulk cargo both nationally and internationally, with a strong work force and a Network of offices spread globally. The Professional Couriers have come a long way in providing total solutions for a broad spectrum from individuals to leading Public Sector Undertakings, Government Bodies, Corporates, MNCs, Educational and Financial Institutions. 1987 - Launch of The Professional Couriers Network with 7 offices. 1990 - Computerization commenced. 1993 - Introduction of Van Operations. 1994 - All India contracts with major Nationalized Banks. 1999 - Launch of the International Services. 2000 - ISO 9002 - Certification for Karnataka Region. 2001 - Introduction of Website & Computerized Track & Trace System. 2.1. OPERATION NETWORK
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THE PROFESSIONAL COURIER operate their own vans in states of Andhra Pradesh, Karnataka, Kerala, Maharashtra and Tamil Nadu to transport our documents interconnecting all the destinations and the total operation is controlled and supervised by HUB-CENTER In-charges. The HUB and SPOKE concept is carried out to perfection resulting in the creation of such a vast network. The total numbers of HUBs all over the country are 200 catering to around 1500 offices. The Professional Couriers in the only Domestic Couriers having the largest network in India, covering more than 25000 destinations with around 1500 offices all over the country. 2.2. DOMESTIC SERVICES At Professional the sophisticated Hub-and-spoke system with ware housing and storage facilities, modern communication network and large fleet of transportation vehicles backed by dedicated team of professionals truly proves that their claim “We care…. For your valuables” is the quintessence of their business philosophy. The Professional Couriers offers a comprehensive range of solutions for daily or one time requirement to move all types of cargo –high value, critical and urgent shipments that weight anything in excess of five kilograms. Based on the specific requirements of each individual or corporate the company provides customized services with the application of multi-modal distribution systems integrated by
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surface transport (container LCVs and Trains) as well as by air transport (scheduled domestic and international flights). 2.3. DOMESTIC SECTOR Express Service Your time sensitive Documents / Non-documents are delivered next day on priority basis.
Air Cargo All your bulk consignments are sent through cargo flights to various destinations. This provides specialized handling and door-to-door delivery of critical priority shipments such as medicines (vaccines), perishable commodities (fruits and vegetables) and other time sensitive cargo by air transport. Based on customer requirements, air cargo shipments are delivered to the specific destination in 24 – 48 hrs. Surface Cargo All your bulk consignments are transported through our own trucks and through Railways to various stations all over India. Supported by container LCVs, TPC ensures added and on time delivery for surface transit cargo. Logistic Solutions
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Warehousing and dispatches – THE PROFESSIONAL COURIER provides go-down facilities and function as a logistic service provider for procurement, storing, packing and dispatches as per customer needs. Pick & Pack Packaging and Processing – Customers get opportunity in availing services even for insertions of documents in envelopes, labeling, processing and packing. Dawn to Dusk Same day service - This offers morning bookings made delivery by evening of the same day. Bulk Mail Processing outsourced – This gives customers opportunity to outsource the services of couriers in doing all process that needs specialization in handling bulk mails. This includes mobile phone bills, interest warrants, annual reports, AGM notices, product promotional literature, greetings and others.
Ad & Add A media courier – This offers space on every consignment / document for advertisement for customers to display their product, service or message as stickers. This includes handling
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and delivery of bulk printed materials such as magazines, periodicals, telephone directories, yellow pages, trade samples and advertisement material. 2.4. INTERNATIONAL SERVICES The Professional Couriers offers a comprehensive range of solutions for daily or one time requirement to move all types of cargo –high value, critical and urgent shipments that weight anything in excess of five kilograms. Based on the specific requirements of each individual or corporate the company provides customized services with the application of multi-modal distribution systems integrated by surface transport (container LCVs and Trains) as well as by air transport (scheduled domestic and international flights).
INTERNATIONAL (International Destinations)
The Professional Couriers is an Organization dedicated to the cause of serving the Indian in his day-to-day effort to reach his written communication message and bulk consignments to every possible nook and corner of the world safely and at the specified time to reach. TPC is committed to provide affordable International courier service and at the same time strictly adhering to the stringent time schedules and quality standards. Professional International Couriers Pvt Ltd., an offshoot of the parent company, provides international express service with a great degree of operational versatility that allows the shipment status to be monitored on a continuous basis through its web based Track & Trace System. The real
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attribute in the success of TPC is its willingness to upgrade the systems with changing times and also to incorporate fresh and innovative ideas to make its presence felt.
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CHAPTER – IV
ANALYSIS AND INTERPRETATION This chapter is allocated for analysis and interpretation of data. Preparing percentage analysis, two-way table and chi-squire test does the analysis of job satisfaction, which is directly extracted from the questionnaire. The variations in the extent of the consumer satisfaction can be measured with the variables such as job secured, promotional opportunity, relationship with management, and satisfaction factors of the respondents Calculation of Satisfactory Scores The Respondents were asked to state their level of Satisfaction relating to twenty
factors. Based on their responses the Satisfaction score obtained by each respondent was found out. Points or scores were allocated based on the response. For each of the factor three levels of satisfaction were assigned namely high, medium and low. For high satisfaction three points were given, for Medium two and for low satisfaction one point was given.
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The total scores secured by each respondent were thus arrived at. All the hundred respondents were classified based on their level of satisfaction. Those who have obtained up to 50 points were classified under low satisfaction category, Respondents with 51 – 70 points were classified under medium satisfaction category and those with more than 70 points were classified under high satisfaction category.
NUMBER OF RESPONDENTS AND LEVEL OF SATISFACTION
LEVEL OF SATISFACTION High satisfaction Medium satisfaction Low satisfaction TOTAL
TWO-WAY ANALYSIS:
NO. OF RESPONDENTS 72 64 14 150
The score secured by the respondents who falls between the score as up to 50 indicates less satisfaction of the respondents, from 51 – 70 are got average satisfaction and 71 – 90 respondents are highly satisfied.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
SIMPLE PERCENTAGE TABLE - 1 AGE
Age is an important factor that has an influence of job satisfaction. Hence according to age levels the respondents are classified into three factors.
AGE GROUP AND NUMBER OF RESPONDENTS
AGE BELOW 20 21 TO 30 ABOVE 30 TOTAL NO. OF RESPONDENTS 33 68 49 150 PERCENTAGE (%) 22 45 33 100
INTERPRETATION: Majority of the respondents (45%) are in 21 to 30 years age group and 33% of the respondents are above 30 years age group and 22% of the respondents are below 20 years age group.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
SIMPLE PERCENTAGE TABLE – 2
GENDER There is as yet no consistent evidence as to whether women are more satisfied with their job than men, bolding such factors as job and occupational level constant. One might predict this to be the case. Considering the generally lower occupational aspiration of women.
GENDER AND NUMBER OF RESPONDENTS
GENDER MALE FEMALE TOTAL NO. OF RESPONDENTS 123 27 150 PERCENTAGE (%) 82 18 100
INTERPRETATION: Majority of the respondents (82%) are male and 18% of the respondents are female.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
SIMPLE PERCENTAGE TABLE – 3 EDUCATION Education qualification of the respondents may affect the preception of job satisfaction. Highly educated may expect much better work life then others. According to educational qualification the respondents are classified into four categories as under.
EDUCATION AND NUMBER OF RESPONDENTS
EDUCATIONAL STATUS SCHOOL LEVEL GRADUATE POST-GRADUAT E TOTAL NO. OF RESPONDENTS 101 42 7 150 PERCENTAGE (%) 67 28 5 100
INTERPRETATION: Majority of the respondents (67%) are school level and 28% of the respondents are graduate and 5% of the respondents are post graduate.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
SIMPLE PERCENTAGE TABLE - 4 MARITAL STATUS The marital status may influence the job satisfaction as a personal factor. Because the married people has some unavoidable responsibility. MARITAL STATUS AND NUMBER OF RESPONDENTS
MARITAL STATUS MARRIED UNMARRIED TOTAL NO. OF RESPONDENTS 56 94 150 PERCENTAGE (%) 37 63 100
INTERPRETATION: Majority of the respondents (63%) are unmarried and 37% of the respondents are married.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
SIMPLE PERCENTAGE TABLE – 5
FAMILY SIZE The respondents have been classified into three groups. The family number upto three have been grouped as samll size. Member between four to six is been grouped under medium size family and above six members have been grouped under large size family.
FAMILY SIZE AND NUMBER OF RESPONDENTS
FAMILY SIZE UPTO 2 3- 5 ABOVE 5 TOTAL NO. OF RESPONDENTS 11 46 93 150 PERCENTAGE (%) 7 31 62 100
INTERPRETATION: Majority of the respondents (62%) are above 5 members in a family and 31% fo the respondetns are 3 to 5 members and 7% of the respondents are upto 2 members.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
SIMPLE PERCENTAGE TABLE – 6 EXPERIENCE The experience of the employees in their job is another factor affecting the perception on job satisfaction. Highly experienced may expect better working acmaspear and having less experienced satisfy with the exesting one. The respondents are classified into three categories according to their level of experience as under:
EXPERIENCE AND NUMBER OF RESPONDENTS
EXPERIENCE BELOW 5 5 TO 10 ABOVE 10 TOTAL NO. OF RESPONDENTS 76 51 23 150 PERCENTAGE (%) 51 34 15 100
INTERPRETATION: Manority of the respondents (51%) are below 5 years and 34% of the respondents are 5 – 10 years and 15% of the respondents are above 10 years.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
SIMPLE PERCENTAGE TABLE – 7 MONTHLY SALARY Man work to earn every employee in the organisation will expect a corret pay to be paid for the job done by him. The reasonable pay for each job which is performed in theorganisation. This scale of pay may help for the job satisfaction to a greater extent. MONTHLY SALARY AND NUMBER OF RESPONDENTS
SALARY PER MONTH BELOW 3,000 Rs.3,001 TO 4,000 Rs.4,001 TO 5,000 ABOVE Rs.5,000 TOTAL NO. OF RESPONDENTS 21 23 51 55 150 PERCENTAGE (%) 14 15 34 37 100
INTERPRETATION: Majority of the respondents (37%) are abvoe Rs.5,000 and 34% of the respondents are 4,001 – 5,000 and 15% of the respondents are 3,001 – 4,000 and the remaining 14% of respondents are below 3,000.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
SIMPLE PERCENTAGE TABLE – 8 COME FROM HOME OR ROOM PROVIDED BY THE COURIER It is one of the important factor to measure the level of satisfaction. Because the room facility and food are influence the level of satisfaction. So the respondents are classified according to where they come from. RESPONDENTS COME FROM AND NUMBER OF RESPONDENTS
COME FROM HOUSE NO. OF RESPONDENTS 80 PERCENTAGE (%) 53
ROOM TOTAL
70 150
47 100
INTERPRETATION: There is no high diviation in the number of respondents from room and from house. 53% of respondents are come from their house and the 47% of respondents are come from room provided by the courier.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
TWO WAY TABLE - 1 Relationship Between Age And Level Of Satisfaction
LEVEL OF SATISFACTION AGE YOUNG AGE MIDDLE AGE OLD AGE TOTAL HIGHLY SATISFIED 12(36%) 34(50%) 26(53%) 72 MEDIUM SATISFACTION 17(52%) 29(57%) 18(37%) 64 LOW SATISFACTION 4(12%) 5(7%) 5(10%) 14 TOTAL 33 68 49 150
INFERENCE: The above table reveals that the percentage of highly satisfied is in the old age group (53%) and 50% of highly satisfied in the middle age group and followed by young age group. And in medium satisfaction 57% of highest percentage in middle age group and followed by young age group with 52% of satisfaction. The highest percentage of 12% in low satisfaction is in old age group.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
TWO WAY TABLE -2 Relationship Between Gender And Level Of Satisfaction
LEVEL OF SATISFACTION GENDER HIGHLY SATISFIED 63(51%) 9(33%) 72 MEDIUM SATISFACTION 50(41%) 14(52%) 64 LOW SATISFACTION 10(8%) 4(15%) 14 TOTAL
MALE FEMALE TOTAL
123 27 150
INFERENCE:
From the above table the percentage of highly satisfied is in male group followed by the female group. The percentage of medium satisfied is highest in female group.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
TWO WAY TABLE -3 Relationship Between Educational Status And Level Of Satisfaction
LEVEL OF SATISFACTION EDUCATION HIGHLY SATISFIED 51(50%) 20(48%) 1(14%) 72 MEDIUM SATISFACTION 41(41%) 18(43%) 5(72%) 64 LOW SATISFACTION 9(9%) 4(9%) 1(14%) 14 TOTAL
SCHOOL LEVEL GRADUATE POST GRADUATE TOTAL
101 42 7 150
INFERENCE:
From the above table the percentage of highly satisfied is more among the respondents of school level group and followed by the graduate group. The percentage of medium satisfied is highest among the respondents of post graduate group.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
TWO WAY TABLE -4 Relationship Between Marital Status And Level Of Satisfaction
LEVEL OF SATISFACTION MARITAL STATUS HIGHLY SATISFIED 40(63%) 32(37%) 72 MEDIUM SATISFACTION 15(23%) 49(57%) 64 LOW SATISFACTION 9(14%) 5(6%) 14 TOTAL
MARRIED UNMARRIED TOTAL
64 86 150
INFERENCE:
The above table reveals that the percentage of highly satisfied is in unmarried group followed by married group. And in medium satisfaction highest percentage is in married group and followed by unmarried group.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
TWO WAY TABLE -5 Relationship Between Family Size And Level Of Satisfaction
LEVEL OF SATISFACTION FAMILY SIZE HIGHLY SATISFIED 7(64%) 23(50%) 42(45%) 72 MEDIUM SATISFACTION 3(27%) 21(46%) 39(43%) 64 LOW SATISFACTION 1(9%) 2(4%) 11(12%) 14 TOTAL
UP TO 2 2 TO 4 ABOVE 4 TOTAL
11 46 93 150
INFERENCE: The above table shows that the percentage of highly satisfied respondents in the group up to 2 members group and it is followed by 2 to 4 members group. And in medium satisfaction the highest percentage is in 2 to 4 members group and followed by above 4 members group.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
TWO WAY TABLE -6 Relationship Between Experience And Level Of Satisfaction
LEVEL OF SATISFACTION EXPERIENCE HIGHLY SATISFIED 27(36%) 32(63%) 13(57%) 72 MEDIUM SATISFACTION 42(55%) 15(29%) 7(30%) 64 LOW SATISFACTION 7(9%) 4(8%) 3(13%) 14 TOTAL
Less than 5 years 5 to 10 years Above 10 years TOTAL
76 51 23 150
INFERENCE:
The above table reveals that the respondents from 5 – 10 years group have derived highest satisfaction. The percentage of medium satisfaction is high in the category of less than 5 years group.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
TWO WAY TABLE -7 Relationship Between Monthly Salary And Level Of Satisfaction
LEVEL OF SATISFACTION MONTHLY SALARY HIGHLY SATISFIED Less than Rs.3,000 10(48%) MEDIUM SATISFACTION 9(42%) LOW SATISFACTION 2(10%) 21 TOTAL
Rs.3,001 – Rs.4,000
7(30%)
14(61%)
2(9%)
23
Rs.4,001 – Rs.5,000
25(49%)
22(43%)
4(8%)
51
Above Rs.5,000
30(55%)
19(35%)
6(10%)
55
TOTAL
72
64
14
150
INFERENCE:
From the above table the percentage of highly satisfied respondents is more in the group above Rs.5,000. It was followed by the groups Rs.4,001 – Rs.5,000. In medium satisfaction the highest percentage is in Rs.3,001 – Rs.4,000 group.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
CHI-SQUARE TEST:
Chi-square test is applied to test the goodness of fit, to verify the distribution of observed data with assumed theoretical distribution. Therefore it is a measure to study the divergence of actual and expected frequencies; Karl Pearson’s has developed a method to test the difference between the theoretical (hypothesis) & the observed value.
Chi – square test (X2) = (O – E)2 / E Degrees Of Freedom = V = (R – 1) (C -1) Were, ‘O’ = Observed Frequency ‘E’ = Expected Frequency ‘R’ = Number of Rows ‘C’ = Number of Columns
For all the chi-square test the table value has taken @ 5% level of significance.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE AGE AND LEVEL OF SATISFACTION Hypothesis: HO: There is no significant relationship between age and level of satisfaction.
O 12 34 26 17 29 18 4 5 5
E 15.84 32.64 23.52 14.08 29.01 20.91 3.08 6.35 4.57
O-E -3.84 1.36 2.48 2.92 -0.01 -2.91 0.92 -1.35 0.43
(O-E)2 14.75 1.85 6.15 8.53 0.00 8.45 0.85 1.81 0.18
(O-E)2/ E 0.93 0.06 0.26 0.61 0.00 0.40 0.27 0.29 0.04 2.86
Degree of freedom Table value Calculated value
-
4 9.49 2.86
INFERENCE:
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
Since the calculated value is less than the table value. So the Null hypothesis is accepted. Hence, there is no significant relationship between age and level of satisfaction.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE GENDER AND LEVEL OF SATISFACTION Hypothesis: HO: There is no significant relationship between gender and level of satisfaction.
O 63 9 50 14 10 4 E 59.04 12.96 52.48 11.52 11.48 2.52 TOTAL O-E 3.96 -3.96 -2.48 2.48 -1.48 1.48 (O-E)2 15.68 15.68 6.15 6.15 2.19 2.19 (O-E)2/E 0.27 1.21 0.12 0.53 0.19 0.87 3.19
Degree of freedom Calculated value Table value INFERENCE:
-
2 3.19 5.99
Since the calculated value is less than the table value. So the Null hypothesis is accepted. Hence, there is no significant relationship between gender and level of satisfaction.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE EDUCATIONAL QUALIFICATION AND LEVEL OF SATISFACTION Hypothesis:
HO: There is no significant relationship between educational qualification and level of satisfaction.
O 51 20 1 41 18 5 9 4 1
E 48.48 20.16 3.36 43.09 17.92 2.99 9.43 3.92
O-E 2.52 -0.16 -2.36 -2.09 0.08 2.01 -0.43 0.08
(O-E)2 6.35 0.03 5.57 4.38 0.01 4.05 0.18 0.01 0.12
(O-E)2/E 0.13 0.00 1.66 0.10 0.00 1.36 0.02 0.00 0.18 3.45
0.65 0.35 TOTAL
Degree of freedom Calculated value Table value INFERENCE:
-
4 3.45 9.49
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
Since the calculated value is less than the table value. The Null hypothesis is accepted. Hence, there is no significant relationship between educational qualification and level of satisfaction.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE MARITAL STATUS AND LEVEL OF SATISFACTION Hypothesis: HO: There is no significant relationship between marital status and level of satisfaction.
O 40 32 15 49 9 5 E 30.72 41.28 27.31 36.69 5.97 8.03 O-E 9.28 -9.28 -12.31 12.31 3.03 -3.03 (O-E)2 86.12 86.12 151.45 151.45 9.16 9.16 (O-E)2/E 2.80 2.09 5.55 4.13 1.53 1.14 17.24
TOTAL
Degree of freedom Calculated value Table value INFERENCE:
-
2 17.24 5.99
Since the calculated value is less than the table value. So the Null hypothesis is not accepted. Hence, there is significant relationship between marital status and level of satisfaction.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE FAMILY SIZE AND LEVEL OF SATISFACTION Hypothesis: HO: There is no significant relationship between family size and level of satisfaction.
O 7 23 42 1 21 42 3 2 9 E 5.28 22.08 44.64 4.69 19.63 39.68 1.03 4.29 8.68 TOTAL O-E 1.72 0.92 -2.64 -3.69 1.37 2.32 1.97 -2.29 0.32 (O-E)2 2.96 0.85 6.97 13.64 1.89 5.38 3.89 5.26 0.10 (O-E)2/E 0.56 0.04 0.16 2.91 0.10 0.14 3.79 1.23 0.01 8.92
Degree of freedom Calculated value Table value INFERENCE:
-
6 8.92 12.59
Since the calculated value is more than the table value. So the Null hypothesis is accepted. Hence, there is no significant relationship between family size and level of satisfaction.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE EXPERIENCE AND LEVEL OF SATISFACTION Hypothesis: HO: There is no significant relationship between experience and level of satisfaction.
O 27 32 13 42 15 7 7 4 3 E 36.48 24.48 11.04 32.43 21.76 9.81 7.09 4.76 2.15 O-E -9.48 7.52 1.96 9.57 -6.76 -2.81 -0.09 -0.76 0.85 TOTAL (O-E)2 89.87 56.55 3.84 91.65 45.70 7.91 0.01 0.58 0.73 (O-E)2/E 2.46 2.31 0.35 2.83 2.10 0.81 0.00 0.12 0.34 11.32
Degree of freedom Table value Calculated value
-
2 5.99 9.82
INFERENCE:
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
Since the calculated value is more than the table value. So the Null hypothesis is rejected. Hence, there is significant relationship between experience and level of satisfaction.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
CHI – SQUARE TEST IS CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE MONTHLY INCOME AND LEVEL OF SATISFACTION Hypothesis: HO: There is no significant relationship between monthly income and level of satisfaction.
O 10 7 25 30 9 14 22 19 2 2 4 6 E O-E 10.08 -0.08 11.04 -4.04 24.48 0.52 26.40 3.60 8.96 0.04 9.81 4.19 21.76 0.24 23.47 -4.47 1.96 0.04 2.15 -0.15 4.76 -0.76 5.13 0.87 TOTAL (O-E)2 0.01 16.32 0.27 12.96 0.00 17.53 0.06 19.95 0.00 0.02 0.58 0.75 (O-E)2/E 0.00 1.48 0.01 0.49 0.00 1.79 0.00 0.85 0.00 0.01 0.12 0.15 4.75
Degree of freedom Calculated value Table value
-
6 4.75 12.59
INFERENCE: Since the calculated value is less than the table value. So the Null hypothesis is accepted. Hence, there is no significant relationship between monthly income and level of satisfaction.
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CORRELATION: Correlation is the method for measuring the magnitude of linear relationship between the two variables. It is most widely used method in practice and it is known as Karl Pearson’s coefficient of correlation. It is denoted by ‘r’.
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CORRELATION
TEST
CONDUCTED
TO
EXTENT
THE
RELATIONSHIP
BETWEEN THE AGE AND SATISFACTION LEVEL
Score Age
31 - 50
51 - 70
71 - 90
f 33 68 49 150 0 -58 86
u -1 0 1 0
fu -33 0 49 16
fu2 33 0 49 82
fuv 8 0 -21 -13
10 – 20 20 – 30 30 - 40 f v fv fv2
12 34 26 72 -1 -72 72
17 29 18 64 0 0 0
4 5 5 14 1 14 14
Formula:
Result:
r = -1022 = -0.09536 10716.88
INFERENCE:
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The correlation shows the negative result, so there is no relationship between the age and satisfaction level.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
CORRELATION TEST CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE EXPERIENCE AND SATISFACTION LEVEL
Score Experience
31 - 50
51 - 70
71 - 90
f 76 51 23 150 0 -58 86
u -1 0 1 0
fu -76 0 23 -53
fu2 76 0 23 99
fuv 20 0 -10 10
0–5 5 – 10 10 - 15 f v fv fv2
27 32 13 72 -1 -72 72
42 15 7 64 0 0 0
7 4 3 14 1 14 14
Formula:
Result:
r = -1574 = -0.14689 10715.55
INFERENCE: The correlation shows the negative result, so the experience is not going to affect the satisfaction level.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
CORRELATION TEST CONDUCTED TO EXTENT THE RELATIONSHIP BETWEEN THE FAMILY SIZE AND SATISFACTION LEVEL
Score Family size
31 - 50
51 - 70
71 - 90
f 20 38 5 63 0 -21 43
u -1 0 1 0
fu -20 0 5 -15
fu2 20 0 5 25
fuv -1 0 -2 -3
0–2 2–4 4-6 f v fv fv2
4 25 3 32 -1 -32 32
11 8 1 20 0 0 0
5 5 1 11 1 11 11
Formula:
Result:
r = -504 = -0.28803 1749.8
INFERENCE:
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The correlation shows the negative result, which implies that; the family size does not affect the employee’s satisfaction level.
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CHAPTER V
FINDINGS, SUGGESTIONS AND CONCLUSION
5.1. FINDINGS Age: The percentage table reveals that the majority of the respondents are belongs to the group 21 years to 30 years of age. The two-way table shows that the high satisfaction is derived by the old age group. Chi-squire test indicates that there is no significant relationship between the age and level of satisfaction. The correlation is also shows that there is no relationship between the age and satisfaction level. Gender: From the percentage table the majority of the respondents are from the male group. The two-way table says that the high level of satisfaction is obtained by the male group. Chi-squire test reveals that there is no relationship between the gender and the level of satisfaction.
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Educational qualification: From the percentage table the majority of the respondents are in school level educated group. The two-way table showing the high level of satisfaction is derived by the school level group respondents. The chi-squire test indicates that there is no significant relationship between the educational qualification and the level of satisfaction.
Marital status The percentage table shows that the majority of the respondents are unmarried. The two-way table showing the high satisfaction is derived by the married group. The chi-squire test indicates that there is a significant relationship between the marital status and the level of satisfaction.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
Family size Majority of the respondents are form the above 5 members family group. High level satisfaction is derived by the respondents who are in the 2 to 4 members group. The chi-squire test reveals that there is no significant relationship between the family size and the level of satisfaction. The correlation analysis also said that there is no relationship between the family size and the level of satisfaction.
Experience From the percentage table majority of the respondents were in below 5 years of experience. The two way table reveals that the high level of satisfaction is derived by the group 5 to 10 years of experience.
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Chi-squire test shows that there is a relationship between the experience and the level of satisfaction. The correlation shows that there is no relationship between the experience and the level of satisfaction.
Monthly income: The percentage table indicates that the majority of the respondents are in Rs4,000 to Rs.5,000 salary group. The two-way table tells us the high satisfaction is derived by the respondents who are in above Rs.5,000 group. Chi-squire test reveals that there is no significant relationship between the monthly income and the level of satisfaction. The correlation shows that there no relationship between the monthly income and the level of satisfaction.
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5.2. SUGGESTIONS:
The courier should increase the present scale of pay to the delivery and pick-up employees.
The courier should formulate it’s working time. It may introduce shift working pattern.
The courier should reduce the autocratic management style.
Courier should implement the grievance handling system.
The courier should improve the canteen facilities.
The courier may provide loans and advances to it’s workers.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
It may provide the vehicles to its employees for delivery and pick-up even they are come from their home.
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5.3. CONCLUSION The study on employee’s satisfaction at professional courier is cased out with full co-operation of the employees and management. As far as possible with in the given limits the study is completed with the satisfaction of many peoples. The data collected are analyzed scientifically and the results obtained are free to nearly 80%. It is assured that the company may got high boosted moral in the organization provided some of the suggestions made in the report in carried out.
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A STUDY ON EMPLOYEE’S SATISFACTION IN THE PROFESSIONAL COURIERS IN COIMBATORE CITY
1. PERSONAL BACK ROUND
1. Age
:
2. Gender
:
Male
Female
3. Marital status
:
Married
Single
4. Educational Qualification
:
5. How many years you are working in the organization :
6. Monthly salary
:
Below 3,000 3,501 to 4,000
3,001 to 3,500 Above 4,001
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7. Number of dependents in your family 8. You are from? : : 1 / 2 / 3 and above House Room provided by courier
9. Working hours of courier
:
2. JOB SATISFACTION SEGMENTS
Kindly put tick ( ) mark in only answer from various alternatives given below.
A
= Agree
DA = Disagree SA = Strongly agree
UD = Undecided SDA = Strongly Disagree
1. Your salary is satisfied. A DA UD SA SDA
2. Your job is very interesting.
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SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
A
DA
UD
SA
SDA
3. Your job description is clear. A DA UD SA SDA
4. You feel that your job is secured one. A DA UD SA SDA
5. You are not making many mistakes in your job. A DA UD SA SDA
6. You have the capability to achieve the targets in time. A DA UD SA SDA
7. Your job does not create any physical aliments.
127
SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
A
DA
UD
SA
SDA
8. Management builds and maintains work relationship. A DA UD SA SDA
9. Grievance redressal. A DA UD SA SDA
10. Your work is very challenging one. A DA UD SA SDA
11. You feel over burden in your job. A DA UD SA SDA
12. You get response form your superiors and subordinates. A DA UD SA
128
SDA
SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
13. You have enough time to spend with your family. A DA UD SA SDA
14. You feel that your working hours are convenient. A DA UD SA SDA
15. You affect your personal problems in between the job. A DA UD SA SDA
16. You maintain a good relationship with your colleagues. A DA UD SA SDA
17. Your complaints are settled quickly by the courier. A DA UD SA SDA
18. You feel your growth through in this courier.
129
SUKUMAR M.Com., M.Phil Coimbatore, TamilNadu
A
DA
UD
SA
SDA
19. Facilities available in the courier are satisfactory. A DA UD SA SDA
20. Classification of various services satisfactory. A DA UD SA SDA
130
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