EMPLOYEE SATISFACTION

What does the term Satisfaction imply to an employee? It implies nothing else than the feeling of either being contended or non-contended on using a product. Employee Satisfaction is a prerequisite for the customer satisfaction. Enhanced employee satisfaction leads to higher level of employee retention. A stable and committed workforce ensures successful knowledge transfer, sharing, and creation --- a key to continuous improvement, innovation, and knowledge-based total customer satisfaction. When companies are committed with providing high quality products and services; when companies set high work standards for their employees; and when employees are empowered through training and development, provided with knowledge and information, permitted to make mistakes without punishment, and trusted; they will experience an increase in their level of satisfaction at work. This level of satisfaction can be enhanced further if teamwork and visionary leadership are introduced. Continuous improvement comes from the efforts of the empowered employees motivated by visionary leadership. This is supported by the findings that empowerment and visionary leadership both have significant correlation with employee satisfaction. Teamwork is also supported by the findings. In addition, the study found significant correlation between employee satisfaction and employees intention to leave.

The success of a corporation depends very much on customer satisfaction. A high level of customer service leads to customer retention, thus offering growth and profit opportunities to the organization. There is a strong relationship between customer satisfaction and employee satisfaction. Satisfied employees are more likely to stay with company and become committed and have more likely to be motivated to provide high level of customer service, by doing so will also further enhance the employees satisfaction through feeling of achievement. Enhanced employee satisfaction leads to improved employee retention; and employee stability ensures the successful implementation of continuous improvement and customer satisfaction. Customer satisfaction will no doubt lead to corporate success and greater job security. These will further enhance employee satisfaction. Therefore, employee satisfaction is a prerequisite for customer satisfaction Research Methodology
Objectives:
The study is conducted with the following objectives: 1. To discover the various expectations that determine the satisfaction level of employee. 2. To rank the factors according to the importance. 3. To measure the level of satisfaction of employees with respect to the company.

Employee Satisfaction Measurement

Employee satisfaction has been defined as a function of perceived performance and expectations. It is a persons feeling of pleasure or disappointment resulting from comparing a products outcome to his/her expectations. If the performance (Company Services) falls short of expectations, the employee is dissatisfied and if it matches the expectations, the employee is satisfied. A high satisfaction implies more purchase/use of the product or service. The process is however, more complicated then it appears. It is more important for any organization to offer high satisfaction, as it reflects high loyalty and it will not lead to switching over once a better offer comes in. Tools for tracking and measuring customer satisfaction: 1. Complaint and Suggestion System: Employee can freely deliver complaints and suggestions through facilities like suggestion box, personal meetings with seniors etc.

2. Lost Employee Analysis: The exit interviews are conducted or employee

loss rate is computed.

3. Employee Satisfaction Survey: Periodic surveys by use of questionnaire

or telephone calls to random sample of recent buyer help to find out customer satisfaction and relate to repurchase intention and word of mouth score.

Technique To uncover the important attributes which determine the satisfaction level of the employee with respect to the various services catered by the company, a non-structured in-depth interview of employee selected by convenience is carried out. Then a list of attributes is finalized keeping in mind that an attribute once selected is not repeated on being encountered for the second time. Scale Construction
On the basis of attributes which have been identified, a questionnaire is prepared which is analyzed for two parameters separately i.e. satisfaction and importance. To each question, there are 5 possible answers out of which one is to be ticked. In case of component pertaining to satisfaction, the respondent has to give a response in terms of highly satisfied, very satisfied, satisfied not so satisfied or dissatisfied. In case of component pertaining to satisfaction, the respondent has to give a response in terms of critical, very important, important, not so important and not at all important. The response for each question in either component of satisfied to dissatisfied and from critical to not at all important, respectively.

Data Collection and Analysis

Exhaustive list of all the employee is obtained. A sample size of 50 is chosen to be representative of the population (nearly 10%). Sample interval is determined by dividing total no. of employee by the sample size (=26.32).Every tenth individual appearing in the exhaustive list is then selected. Samples drawn are used to collect data pertaining to employees satisfaction as well as importance towards the 15 attributes listed. The results are then categorized on the basis of 1. Total Respondents. 2. Department wise. 3. Salary Wise. For each category, the respondents are selected and then averages of satisfaction and importance are computed for each question respectively. Then the product of corresponding averages is computed to give the satisfaction index.

The formula computation of satisfaction index is: Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i) Sum of Average Importance (i)

= SXi i

Table 1: TOTAL STRENGTH OF THE EMPLOYEES IN THE COMPANY DEPARTMENT

HR & Administration Accounts Power Division Sales & Marketing Service Customer Care IT & ERP Total

SU-KAM POWER SYSTEM LTD. MALE FEMALE TOTAL

15 15 20 200 350 150 20 770 6 20 10 30 30 100 15 211 21 35 30 230 380 250 35 1231

SU-KAM POWER SYSTEM LTD TOTAL STRENGTH SAMPLE SIZE SAMPLE INTERVAL

MALE FEMALE 875 441 1316 50 (1231/50) = 24.62

STRENGTH OF EMPLOYEES OF SU-KAM IN PERCENTAGE

Percentage Percentage Percentage Percentage Percentage Percentage Percentage of of of of of of of HR & Administration employee Accounts Dept. employee Power Division employee Sales & Marketing employee Service employee Customer Care employee It & ERP employee 1.70 2.84 2.43 18.68 30.86 20.30 2.84

Analysis and Interpretation

1) Listing of Important Attributes
Using the in depth interview technique, numbers of attributes were determined which affect the levels of satisfaction of employees with respect to the company.

2) Ranking as per Importance

Ranking is done after analyzing all the attributes for the given sample that which one has more importance and which one is least important.

3) Variation in Satisfaction
It includes two different ways: Satisfaction level of the total respondents. Department wise analysis of satisfaction level. Salary wise analysis of satisfaction level.

Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically important to a score of 1 for not at all im

Listing of Important Attributes

1. Working Environment. 2. Convenient Work Location. 3. Recognition for the Work Done. 4. Friendly Working Environment. 5. Opportunities for Flexible Working. 6. Working in a Dynamic Organization. 7. Working in a Reputed Organization. 8. Interesting & Enjoyable Work. 9. Work that gives a sense of Achievement. 10.Working with Young People. 11. Job Security. 12.Opportunities for Personal Development. 13.Opportunities for Promotion/Career Prospects. 14. Fair Payment for the Work Done. 15. Good Policies.

Ranking as per Importance

After analyzing all the attributes for the given sample, it was found that Work Location is Critically important to all employees (I = 4.48) followed by working with young people (I = 4.20) working in reputed organization (I = 4.06) and other attributes which are very important are opportunities for flexible working (I = 4.04) Friendly working environment (I = 3.90) followed by opportunities for promotion & career prospects (I = 3.80). Working in Dynamic organization and Job Security with same is also important (I = 78) followed by opportunities for personal development (I = 74) and recognition for the work done (I = 3.72). Attributes like working environment (I = 3.44) and fair salary are also more important followed by Good policies (I = 3.24) which are critically important. Work that gives a sense of achievement (I = 3.14) and interesting & enjoyable work (I = 3.12) are also equally important.

Variation in Satisfaction

Satisfaction level of total respondents

The Satisfaction Index for the total respondents is for the total respondents 2.436 (Table 1 and Figure 1) which indicates that the employees are relatively satisfied with the various services being catered by the company as against their importance. It can be attributed to the fact that the company caters to the various needs of the employees and it tries to provide the more important needed services like Opportunities for promotions, Fair Salary and Good Company Policies as and when needed.

Department wise analysis of satisfaction level

Analysis of Table 2 8 and a glance of Figures 2 8 reveal that employees of Accounts Dept. are most satisfied ( Satisfaction Index = 2.825) followed by employees of Power Division ( Satisfaction Index = 2.822) and the employees of Customer Care Dept. ( Satisfaction Index = 2.666). The Satisfaction level of HR & Adm. Dept. is also good (Satisfaction Index = 2.664) followed by Sales & Marketing Dept. (Satisfaction Index = 2.390) and Employees of Service Dept. (Satisfaction Index = 2.335) and IT & ERP Dept. (Satisfaction Index = 2.106).: SATISFACTION INDEX FOR THE

EMPLOYEES OF HR & ADMINISTRATION DEPARTMENT

S.No.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Sum

Questions
Working Environment Convenient Work Location Recognition for the work done Friendly working environment Opportunities for flexible working Working in dynamic organization Working in reputed organization Interesting and Enjoyable Work Work that gives a sense of achievement Working with young people Job security Opportunities for personal development Opportunities for Promotion/career Prospects Fair payment for the work done Good Policies

Average Satisfaction (S)

3.76 3.00 2.75 1.80 2.00 1.45 2.15 1.99 3.16 3.20 2.84 2.54 4.10 1.05 4.36

Average Importance (i)

4.00 2.75 3 2.64 1.83 3.25 1.90 3.78 3.24 4.12 3.80 3.78 2.15 3.84 2.67 46.75

Sxi
15.04 8.25 8.25 4.752 3.66 4.712 4.085 7.522 10.238 13.184 10.792 9.601 8.815 4.032 11.641 124.574

Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i) Sum of Average Importance (i) SXi = 124.574 = i 2.664 46.75

Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically important to a score of 1 for not at all important.

FIGURE 2: SATISFACTION INDEX FOR THE EMPLOYEES OF HR & ADMINISTRATION DEPARTMENT: SATISFACTION INDEX FOR THE EMPLOYEES OF ACCOUNTS DEPARTMENT

S.No.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Sum

Questions
Working Environment Convenient Work Location Recognition for the work done Friendly working environment Opportunities for flexible working Working in dynamic organization Working in reputed organization Interesting and Enjoyable Work Work that gives a sense of achievement Working with young people Job security Opportunities for personal development Opportunities for Promotion/career Prospects Fair payment for the work done Good Policies

Average Satisfaction (S)

2.40 1.19 3.69 2.90 3.33 1.50 4.45 3.23 2.59 1.48 4.39 3.50 2.25 2.05 3.10

Average Importance (i)

3.00 2.50 1.00 4.20 4.15 1.97 2.87 4.02 1.76 3.79 3.57 4.19 4.69 3.30 2.90 47.91

Sxi
7.20 2.975 3.69 12.18 13.819 2.955 12.771 12.984 4.558 5.609 15.672 14.665 10.552 6.765 8.99 135.385

Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i) Sum of Average Importance (i) = SXi i = 135.385 47.91 = 2.825

Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically important to a score of 1 for not at all important.

FIGURE 3: SATISFACTION INDEX FOR THE EMPLOYEES OF

ACCOUNTS DEPARTME SATISFACTION INDEX FOR THE EMPLOYEES OF POWER DIVISION

S.No.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Sum

Questions
Working Environment Convenient Work Location Recognition for the work done Friendly working environment Opportunities for flexible working Working in dynamic organization Working in reputed organization Interesting and Enjoyable Work Work that gives a sense of achievement Working with young people Job security Opportunities for personal development Opportunities for Promotion/career Prospects Fair payment for the work done Good Policies

Average Satisfaction (S)

3.58 1.50 3.20 1.39 2.46 4.62 3.00 1.38 2.85 1.11 3.67 1.29 2.87 3.40 4.25

Average Importance (i)

4.25 2.35 1.59 1.38 4.03 3.27 1.28 3.81 4.19 2.59 1.98 3.08 1.78 4.45 4.78 44.81

Sxi
15.21 3.52 5.08 1.91 9.91 15.10 3.84 5.25 11.94 2.87 7.26 3.97 5.10 15.13 20.31 126.47

Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i) Sum of Average Importance (i) = SXi i = 126.4736 = 2.8224 44.81

Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically important to a score of 1 for not at all important.

FIGURE 4: SATISFACTION INDEX FOR THE EMPLOYEES OF POWER DI SATISFACTION INDEX FOR THE EMPLOYEES OF SALES & MARKETING DEPARTMENT

S.No.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Sum

Questions
Working Environment Convenient Work Location Recognition for the work done Friendly working environment Opportunities for flexible working Working in dynamic organization Working in reputed organization Interesting and Enjoyable Work Work that gives a sense of achievement Working with young people Job security Opportunities for personal development Opportunities for Promotion/career Prospects Fair payment for the work done Good Policies

Average Satisfaction (S)

1.769 2.769 2.923 3.000 2.423 1.962 2.308 2.346 3.115 2.462 1.731 2.000 2.615 1.923 2.577

Average Importance (i)

3.423 3.577 3.615 3.808 3.577 4.231 2.885 4.077 3.077 3.962 3.462 3.423 3.923 3.885 3.615 54.54

Sxi
6.05 9.90 10.56 11.42 8.66 8.30 6.65 9.56 9.58 9.75 5.99 6.84 10.25 7.47 9.31 130.35

Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i) Sum of Average Importance (i) = SXi i = 130.359 = 2.390 54.54

Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically important to a score of 1 for not at all important.

FIGURE 5: SATISFACTION INDEX FOR THE EMPLOYEES OF SALES & MARKETING DEPARTMENT

TABLE 6 1 for not at all important.

FIGURE 6: SATISFACTION INDEX FOR THE EMPLOYEES OF SERVICE DEPARTMENT

S.No .
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Sum

Questions
Working Environment Convenient Work Location Recognition for the work done Friendly working environment Opportunities for flexible working Working in dynamic organization Working in reputed organization Interesting and Enjoyable Work Work that gives a sense of achievement Working with young people Job security Opportunities for personal development Opportunities for Promotion/career Prospects Fair payment for the work done Good Policies

Average Satisfaction (S)

1.75 1.75 3.00 2.75 2.75 1.5 2.5 3.25 4.75 2.5 3.00 1.85 1.5 4.0 3.0

Average Importance (i)

3.75 4.75 3.50 4.50 4.25 3.5 3.75 3.75 4.00 4.5 3.00 3.20 3.5 3.90 4.0 57.85

Sxi
6.56 8.31 10.50 12.38 11.69 5.25 9.37 12.19 19.00 11.25 9.00 5.92 5.25 15.60 12.0 154.28

TABLE 7: SATISFACTION INDEX FOR THE EMPLOYEES OF CUSTOMER CARE DEPARTMENT

Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i) Sum of Average Importance (i)

= SXi i

154.281 = 2.666 57.85

Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically important to a score of 1 for not at all important.

FIGURE 7: SATISFACTION INDEX FOR THE EMPLOYEES OF CUSTOMER CARE DEPARTME : SATISFACTION INDEX FOR THE EMPLOYEES OF IT & ERP DEPARTMENT

S.No.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Sum

Questions
Working Environment Convenient Work Location Recognition for the work done Friendly working environment Opportunities for flexible working Working in dynamic organization Working in reputed organization Interesting and Enjoyable Work Work that gives a sense of achievement Working with young people Job security Opportunities for personal development Opportunities for Promotion/career Prospects Fair payment for the work done Good Policies

Average Satisfaction (S)

2.00 1.25 2.875 2.5 2.00 2.12 1.5 2.75 1.75 3.00 2.37 2.12 1.87 2.12 1.75

Average Importance (i)

3.37 4.5 3.75 3.75 3.75 3.75 3.37 3.62 4.25 3.00 3.25 3.87 3.87 3.50 3.87 55.5

Sxi
6.75 5.62 10.78 9.37 7.50 7.96 5.06 9.96 7.43 9.00 7.719 8.23 7.26 7.43 6.78 116.90

Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i)

Sum of Average Importance (i) = SXi i = 116.906 = 2.106 55.5

Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically important to a score of 1 for not at all important.

FIGURE 8: SATISFACTION INDEX FOR THE EMPLOYEES OF IT & ERP DEPARTMENT

10

12

14

16

18

20

W or kin Co g nv En en v ir Re ie on co nt m gn W en or itio t k Fr n Lo ie fo ca nd rt t io he ly O pp n wo wo or rk rk tu in ni do g tie W en ne or s vi fo kin ro rf nm g le in xib en W dy t le or na kin wo m g rk ic in in or In g re W ga te pu or ni re k te za sti th d t io ng at or n ga an gi ve d niz s En at a jo io se ya n ns bl e W e of W or or kin ac k hi g O ev wi pp em th or O pp tu yo en ni or un t tie tu g s ni pe fo tie op rp s Jo le fo er b rP so se ro na cu m ld rit ev Fa otio y el n/ ir op ca pa m re ym en en er P t tf ro or sp th ec e wo ts rk d G oo one d Po lic ie s

TABLE 9: SATISFACTION INDEX FOR THE EMPLOYEES OF INCOME GROUP A ( less than equal to 75,000 p.a)
Sxi Average Importance Average Satisfaction

S.No.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Sum

Questions
Working Environment Convenient Work Location Recognition for the work done Friendly working environment Opportunities for flexible working Working in dynamic organization Working in reputed organization Interesting and Enjoyable Work Work that gives a sense of achievement Working with young people Job security Opportunities for personal development Opportunities for Promotion/career Prospects Fair payment for the work done Good Policies

Average Satisfaction (S)

2.07 1.64 3.17 1.82 2.07 2.75 2.22 2.71 1.85 1.71 3.03 1.63 3.53 2.64 2.77

Average Importance (i)

3.46 4.46 3.17 2.10 3.00 1.78 2.00 3.50 2.15 3.21 3.35 1.78 4.28 4.00 3.96 46.25

Sxi
7.17 7.33 11.81 3.92 6.21 4.91 4.45 9.50 3.99 5.51 10.19 2.92 15.16 10.57 11.01 114.67

Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i) Sum of Average Importance (i) = SXi i = 114.679 = 46.251 2.479

Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically important to a score of 1 for not at all important.

FIGURE 9: SATISFACTION INDEX FOR THE EMPLOYEES OF INCOME GROUP A (less than equal to 75,000 p.a)

SATISFACTION INDEX FOR THE EMPLOYEES OF INCOME GROUP B ( 75,000 5,00,000 p.a)

S.No.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Sum

Questions
Working Environment Convenient Work Location Recognition for the work done Friendly working environment Opportunities for flexible working Working in dynamic organization Working in reputed organization Interesting and Enjoyable Work Work that gives a sense of achievement Working with young people Job security Opportunities for personal development Opportunities for Promotion/career Prospects Fair payment for the work done Good Policies

Average Satisfaction (S)

2.10 1.86 2.93 2.65 2.34 2.17 2.58 3.50 1.75 3.59 3.40 2.72 2.44 2.31 3.99

Average Importance (i)

3.41 4.48 3.58 3.86 4.03 3.17 3.06 3.00 2.49 3.19 4.12 3.96 3.51 3.55 3.89 53.35

Sxi
7.18 8.34 10.51 10.25 9.46 6.88 7.93 10.50 6.89 7.93 14.01 10.80 8.60 8.20 15.55 143.09

Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i) Sum of Average Importance (i) = SXi i = 143.092 = 53.351 2.682

Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically important to a score of 1 for not at all important.

10

12

14

16

18

0 A v erage S atisfa ction A v erage Im portance Sxi

W or kin Co gE nv nv en Re iro ien co nm tW gn en or itio t kL Fr nf oc ien or ati dly th on Op wo e w po or rki rtu kd ng ni t on en W i es e or vi r for kin on f gi me n d lexib nt W le y or wo kin nam rki gi ic ng or nr Int ga ep W er niz or ute es kt ati do tin ha on ga rg tg an nd ive iza En sa tio joy se n ab n le W se o W or f a or kin c k g w hie Op ith vem po Op rtu yo en po un t ni t rtu i es gp ni t eo for i es pe Jo ple f or rso bs Pr ec na om ur ld ity ev Fa otio elo ir p n/c pm ay are en me er t nt Pr for os pe the c wo ts rk Go don od e Po lic ies

FIGURE 10: SATISFACTION INDEX FOR THE EMPLOYEES OF INCOME GROUP B (75,000 5,00,000 p.a)

TABLE 11: SATISFACTION INDEX FOR THE EMPLOYEES OF INCOME GROUP C ( more than 5,00,000 p.a)

S.No.

Questions

Average Satisfaction (S)

2.00 1.35 2.94 2.88 2.52 1.88 1.47 2.11 2.82 3.11 3.99 1.52 3.72 4.00 3.99

Average Importanc e (i)

3.41 4.47 3.94 3.82 4.00 3.00 3.94 3.00 3.23 3.70 3.52 3.23 4.10 4.35 4.00 55.74

Sxi

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Sum

Working Environment Convenient Work Location Recognition for the work done Friendly working environment Opportunities for flexible working Working in dynamic organization Working in reputed organization Interesting and Enjoyable Work Work that gives a sense of achievement Working with young people Job security Opportunities for personal development Opportunities for Promotion/career Prospects Fair payment for the work done Good Policies

6.82 6.04 11.59 11.02 10.12 5.64 5.79 6.35 9.13 11.55 14.10 4.94 15.28 17.40 15.99 151.82

Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i) Sum of Average Importance (i) = SXi i = 151.823 = 55.744 2.723

Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically important to a score of 1 for not at all important.

FIGURE 11: SATISFACTION INDEX FOR THE EMPLOYEES OF INCOME GROUP C (more than 5,00,000 p.a)

10

12

14

16

18

20

0 Average Satisfaction Average Importance Sxi

W or ki Co ng nv En en vi Re ie ro nt co nm W gn en or itio t k Fr n Lo fo ie ca nd rt tio he ly O n pp w w or or or ki k tu ng do ni tie ne en W s or vi fo ro ki rf ng nm le in en xi bl W dy t e or na w ki m or ng ic kin in or g In re ga W te pu ni or re za te k st d tio th in or at g n ga an gi ni ve d za En s tio a jo se n ya ns bl e e W of W or or ac kin k hi g O ev w pp em ith or O yo en tu pp un t ni or tie g tu s pe ni fo tie op rp s Jo le er fo b rP so se na ro cu m ld rit ot ev y Fa io el n/ ir op ca pa m re ym en er en t Pr tf os or pe th ct e s w or k do G ne oo d Po lic ie s

Salary wise analysis of Satisfaction Level

Tables and Figures 9 11 indicates that employees pertaining to Category C (income group (more than 5, 00,000) are the most satisfied (Satisfaction Index = 2.72) followed by the employees of category B (income group 75,000 5, 00,000; Satisfaction Index = 2.68) and the employees of category A (income group less than 75,000; Satisfaction Index = 2.47) are least satisfied

CONCLUSION
Research shows that satisfied, motivated employees will create higher customer satisfaction and in turn positively influence organizational performance. Convenient work location, working with young people, opportunities for promotion and career prospects, fair salary, good policies, job security and dynamic working environment are few attributes which are critically important from the view point of most of the employees. Employees have an overall satisfaction index of 2.43 which indicates that the employees are relatively satisfied with the various services being catered by the company as against their important. It seems that employees of Accounts Department. are nearly as satisfied as Power Division, Customer Care, Human Resources & Administration, Service Department, however IT & ERP Department are most dissatisfied. Employees falling in C category of the income group (Rs.5, 00,000 and more p.a.) are the most satisfied than the other categories of income.

Therefore a comprehensive Employee Satisfaction process can be a key to a more motivated and loyal workforce leading to

increased customer satisfaction and overall profitability for the organization.