A STUDY ON CUSTOMER SATISFACTION

AT

POLARIS SOFTWARE LAB LTD

CHENNAI

Submitted to

UNIVERSITY OF MADRAS

In partial fulfilment of the requirements for the award

Of

DEGREE OF BACHELOR OF ADMINISTRATION

SUBMITTED BY

YOGESWARI KIRUTHIGA.S

REG NO: 09BBA 74

UNDER THE GUIDANCE OF

Mrs. Carolin Golda, M.B.A, M.Phil

Established in 1915

Reaccredited with NAAC with grade A

DEPARTMENT OF MANAGEMENT STUDIES

WOMENS CHRISTIAN COLLEGE

CHENNAI- 600 006

2011-2012
 BONAFIDE CERTIFICATE

This is to certify that the project work under the title A STUDY ON CUSTOMER
SATISFACTION AT POLARIS SOFTWARE LAB LTD, CHENNAI is a bonafide record of
work done by YOGESWARI KIRUTHIGA.S (09BBA 74) final year student of Bachelor of
Business Administration, Womens Christian College, Chennai- 600 006 in partial fulfilment of the
require for the award of Degree of Bachelor of Business Administration, University of Madras for
academic year 2011-2012

FACULTY GUIDE HEAD OF THE DEPARTMENT

Mrs. Carolin Golda P Dr. (Mrs.) Anita Rajendran,

M.B.A, M.Phil M.A., M.B.A, M. COM., Ph.D

Submitted for the viva-voce examination to be held on

INTERNAL EXAMINER EXTERNAL EXAMINER

 DECLARATION

I, Yogeswari Kiruthiga.S, a bonafide student of the Department of Business Administration,

Womens Christian college, Chennai, would like to declare that the project entitled A Study

on Customer Satisfaction at Polaris Software Lab Ltd, Chennai which is partial fulfilment of

Bachelor of Business Administration degree course of University of Madras is my original

work.

Date:

Place: Signature of the Student

 ACKNOWLEDGEMENT

First of all I thank our almighty God sincerely for his presence which enabled me to finish this project

successfully

I express my sincere thanks to DR. (Mrs.) Ridling Margaret Waller, principal of Womens Christian

College, Chennai, and Dr. (Mrs.) Anita Rajendran, Head of the Department, Department of

Management studies for their valuable co-operation and help to prepare this project.

I am greatly indebted to Mr. Kumar for having consented to be my guide and for his valuable

guidance during the project period.

I wish to take this opportunity to express my deep sense of gratitude to Mrs. Carolin Golda P, my

faculty guide for the invaluable guidance in this endeavour. I sincerely thank for her suggestions given

to prepare this project.

Finally it is my foremost duty to thank all my respondents, who helped me to complete my field work

without which this project would not have been possible.

 TABLE OF CONTENTS

CHAPTERS CONTENTS PAGE

NO.
LIST OF TABLES

LIST OF CHARTS

SYNOPSIS

CHAPTER-I

1.1 INDUSTRY PROFILE

1.2 COMPANY PROFILE

CHAPTER-II

2.1 NEED FOR THE STUDY

2.2 OBJECTIVES OF THE STUDY

2.3 SCOPE OF THE STUDY

2.3 LIMITATIONS OF THE STUDY

2.4 SCOPE OF THE STUDY

2.5 RESEARCH METHODOLOGY

CHAPTER-III

3.1 REVIEW OF LITERATURE

CHAPTER-IV

4 DATA ANALYSIS AND INTERPRETATION

CHAPTER-V

5.1 FINDINGS

CHAPTER-VI

6.1 SUGGESTIONS AND RECOMMENDATIONS

6.2 CONCLUSIONS

6.3 ANNEXURE AND BIBLIOGRAPHY

LIST OF TABLES
TABLE NO. TITLE PAGE NO.

4.1 TABLE SHOWING THE MONTHLY INCOME OF

THE RESPONDENTS
4.2 TABLE SHOWING THE RELATIONSHIP WITH
SUPERVISOR
4.3 TABLE SHOWING THE OPINION OF
RESPONDENTS ON WORKING CONDITIONS
ARE GOOD AND SAFE IN POLARIS
4.4 TABLE SHOWING THE OPINION OF
RESPONDENTS ON ADEQUATE PAID LEAVE
4.5 TABLE SHOWING THE LEVEL OF
SATISFACTION ON TARGETED RELATED
INCENTIVES
4.6 TABLE SHOWING THE MANAGEMENT IS
FLEXIBLE AND UNDERSTANDS THE
IMPORTANCE OF BALANCING MY WORK AND
PERSONAL LIFE
4.7 TABLE SHOWING THE INSURANCE SCHEMES
PROVIDED ARE MOTIVATING
4.8 TABLE SHOWING THE SENIOR
COMMUNICATES TO ME THE AREAS OF
IMPROVEMENT IN MY JOB
4.9 TABLE SHOWING ARE THE RESPONDENTS
SATISFIED WITH WORKING CONDITIONS
4.10 TABLE SHOWING THE SENIOR ENCOURAGES
HIGH ACHIEVEMENT BY REDUCING THE
FEAR OF FAILURE
4.11 . TABLE SHOWING THE EMPLOYEES FEELING
ON PAY PACKAGE
4.12 TABLE SHOWING TRHE OPINION OF
RESPONDENTS ON VIEWS AND
PARTICIPATION ARE VALUED
4.13 TABLE SHOWING THAT PEOPLE WHO ARE
HARDWORKING AND RESULTS ORIENTED
ARE PRAISED AND REWARDED
4.14 TABLE SHOWING OPINION OF RESPONDENTS
ON STRESS IN JOB
4.15 TABLE SHOWING THE OPINION OF
RESPONDENTS ON OVERALL THE
EMPLOYEES ARE SATISFIED WITH THE JOB
 LIST OF CHARTS

TABLE NO. TITLE PAGE NO.

4.1.1 CHART SHOWING THE MONTHLY INCOME OF

THE RESPONDENTS
4.2.1 CHART SHOWING THE RELATIONSHIP WITH
SUPERVISOR
4.3.1 CHART SHOWING THE OPINION OF
RESPONDENTS ON WORKING CONDITIONS
ARE GOOD AND SAFE IN POLARIS
4.4.1 CHART SHOWING THE OPINION OF
RESPONDENTS ON ADEQUATE PAID LEAVE
4.5.1 CHART SHOWING THE LEVEL OF
SATISFACTION ON TARGETED RELATED
INCENTIVES
4.6.1 CHART SHOWING THE MANAGEMENT IS
FLEXIBLE AND UNDERSTANDS THE
IMPORTANCE OF BALANCING MY WORK AND
PERSONAL LIFE
4.7.1 CHART SHOWING THE INSURANCE SCHEMES
PROVIDED ARE MOTIVATING
4.8.1 CHART SHOWING THE SENIOR
COMMUNICATES TO ME THE AREAS OF
IMPROVEMENT IN MY JOB
4.9.1 CHARTSHOWING ARE THE RESPONDENTS
SATISFIED WITH WORKING CONDITIONS
4.10.1 CHART SHOWING THE SENIOR ENCOURAGES
HIGH ACHIEVEMENT BY REDUCING THE
FEAR OF FAILURE
4.11.1 CHART SHOWING THE EMPLOYEES FEELING
ON PAY PACKAGE
4.12.1 CHART SHOWING TRHE OPINION OF
RESPONDENTS ON VIEWS AND
PARTICIPATION ARE VALUED
4.13.1 CHART SHOWING THAT PEOPLE WHO ARE
HARDWORKING AND RESULTS ORIENTED
ARE PRAISED AND REWARDED
4.14.1 CHART SHOWING THE OPINION OF
RESPONDENTS ON STRESS IN JOB
4.15.1 CHART SHOWING THE OPINION OF
RESPONDENTS ON OVERALL THE
EMPLOYEES ARE SATISFIED WITH THE JOB
 SYNOPSIS

This project is based on the STUDY ON JOB SATISFACTION OF

EMPLOYEES IN POLARIS SOFTWARE LAB LTD, CHENNAI the project
will encompass-what it is all about, what it aims to achieve, what is its purpose and
scope, the various methods used for collection of data and analysis, including
literature survey done, further specifying the limitation of our study and in the last,
drawing inference from the learning so far.

This project tries to evaluate how the satisfaction level of the

customers in Asian paints is increased through findings of the drawbacks and by
rectifying the same according to the suggestions and the feedback given by the
respondents.

A pre determined set of questionnaire was used to collect the data. A

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

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

1.1: INDUSTRY PROFILE

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

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

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

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

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

Presently, the top companies in it industry shows the following statistics of current
employment which is expected to rise given the improving market conditions.
 The data centre services market in the country is forecast to grow at a compound
annual growth rate (CAGR) of 22.7 per cent between 2009 and 2011, to touch close to US$
2.2 billion by the end of 2011, according to research firm IDC India's report. The IDC India
report stated that the overall India data centre services market in 2009 was estimated at US$
1.39 billion.
India will see its number of internet users triple to 237 million by 2015, from 81
million registered in September 2010, according to a report titled 'Internet's New bn', by the
Boston Consulting Group (BCG). BCG said Internet penetration rate in India is expected to
reach 19 per cent by 2015, up from the current seven per cent.

Telecom Regulatory Authority of India (TRAI) is targeting a 10-fold increase in

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

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

Chennai-based Polaris Software Lab has announced that it is buying an 85 per cent
stake in San Francisco-based digital identity authentication services provider Iden-Trust for
US$ 20 million. The acquisition will mark Polaris' entry into the cloud computing space for
financial technology solutions, the company said in a filing to the Bombay Stock Exchange.
 COMPANY PROFILE

1.2: COMPANY PROFILE

About Polaris:
Founded in 1993 and publicly-listed, Polaris Software is the world's most sophisticated
banking and insurance software company. Polaris is the chosen outsourcing partner for 10
of the top 15 global banks and 6 of the 10 top global insurance companies. Polaris offers
state-of-the-art, comprehensive solutions for core banking, corporate banking, wealth &
asset management and insurance. Over the last two decades, Polaris has implemented its
solutions and services among 200 of the world's largest financial institutions. Polaris
Software is also recognized by the world's top analysts (Forrester and Gartner) as global
leaders in banking and insurance software.

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

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

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

and robust technical architecture which could be successfully implemented and
replicated across the globe. Today, this experience and learning has culminated in a
suite of modular solution components: Intellect Global Universal Banking.

Creating successful outsourcing models which enables Polaris to meet and exceed
global standards. This experience has been converted into a predictable and
repeatable model of success and is known as the OPERA.
In 2003, Polaris acquired Citibank's banking IT arm and transformed it into the world's
leading Financial Technology Corporation. Today, Polaris has been rated among the top 8 in
IT services in banking globally.

Polaris Vision:

Create the environment to attain personal mastery to push new frontiers

Unleash the collective knowledge potential

Achieve global stature by helping customers win in their market place

 Grow the value of Polaris every year

Anchor the family and its aspirations

Impact the society at large

Rooted in Polaris Values Passion, Humility, Integrity, Respect, FUN - PHIR FUN

Polaris Mission:To be a reliable and responsive Techno-Business Solution partner and

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

Business Strategy

7 Strategic Levers 5 Value Creation Areas Benefits to the Customer

Domain Knowledge Cost Speed to market

Technology Platform Quality Lower total cost of

Ownership
Methodology & Tools Reliability
Flexibility
Processes Speed
Reliable solutions
Reusability Flexibility
Competitive Advantage
Energy
Improved Efficiency &
Customer Knowledge
Effectiveness

Some quick facts about POLARIS:

 World's first CMMi (Capability Maturity Model Integrated) Level 5 Certified
Company.

ISO 27001

Polaris ranks 9th in NASCOMM's top 20 exporters list for 2004-2005

20 years of experience in Banking, Financial Services & Insurance (BFSI)

Over 10,500 Associates

23 international offices and 4 global near shore development centers

7 Business Solution Centers focusing in micro verticals in BFSI

CAGR of over 70%, the highest among all the IT organizations in India

More than 750 Domain Experts

CHAPTER-II
NEED FOR THE STUDY
 2.1: NEED FOR THE STUDY

Job satisfaction can partially mediate the relationship of personality variables and
deviant work behavior.

Common research finding is that job satisfaction is correlated with life style.

It gives clear evidence that dissatisfied employees skip work more often and more like
to resign and satisfied worker likely to work longer with the organization.
OBJECTIVES OF THE
STUDY
 2.2: OBJECTIVE OF THE STUDY

Primary Objectives

To analyze the job satisfaction of the employees.

Secondary Objectives

To identify prominent areas of satisfaction among employees

To identify working condition
To identify pay and promotion potential
To identify the worker relation
LIMITATIONS OF THE
STUDY

2.3: LIMITATION OF THE STUDY

 Short span of time: the main limitation is of less availability of time. Due to short
Span of time some inaccuracy may have occurred.
Biasness on the part of respondents: some respondents were not ready to revel the true
information.
Inaccurate access due to short span of time it was not possible to access all Employees
as factory is wide
Some were not interested in filling the questionnaires and they did not give back the
Questionnaires.
Due to Short span of Time Convenient Sampling was used on a Group of 50 People
SCOPE OF THE STUDY

2.4: SCOPE OF THE STUDY

 This study is helpful to the organization for identifying the area of dissatisfaction of
job of the employees.

It is helpful to identify the employers level of satisfaction towards welfare measure

Assess the level of JOB satisfaction of employees with a particular product, service or
experience.

Identify factors that contribute to customer satisfaction and dissatisfaction

 RESEARCH
METHODOLOGY

2.5: RESEARCH METHODOLOGY

RESEARCH
 Research is conscious to find out the truth which is hidden and which has not
been discovered anyone, applying scientific procedure.

RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problems. It is the

scientific steps that are generally adopted by the research in studying his problem along with
the logic behind them. The advanced learners dictionary of current English lays down the
meaning of research as a careful investigation or inquiry especially through search for new
facts in any branch of knowledge.

Research Design
Data Collection
Sampling Techniques

RESEARCH DESIGN

Research design contains:-

A clear statement of research problem.

Procedure and techniques to be used for gathering information.
Population to be studied and
Methods to be used in processing and analyzing data.

Descriptive research

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

SAMPLING DESIGN (Simple random sampling)

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

SAMPLE SIZE

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

DATA COLLECTION

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

PRIMARY DATA

The primary data was collected through a structured questionnaire.

SECONDARY DATA

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

STATISTICAL TOOLS USED IN THE STUDY

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

Percentage analysis:

Percentage refers to special kind of ration. It is used in making comparison between two or
more series of data. It is used to describe relationship. It is used to analyses the data. Bar
chart, pie charts were used to explain tabulation clearly.

Formula:

Percentage (%) = number of respondents

X 100

Total number of respondents

CHAPTER-III
REVIEW OF LITERATURE

3.1: REVIEW OF LITERATURE

Different authors give various definitions of job satisfaction. Some of them are taken from
the book of D.M. Pestonjee Motivation and Job Satisfaction which are given below:
Job satisfaction is defined as a pleasurable, emotional, state resulting from appraisal of ones
job. An effective reaction to ones job.

By: Weiss

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

By: Glimmer

Job satisfaction is defined as a pleasurable or positive state of mind resulting from appraisal
of ones job or job experiences.

By: Locke

FACTORS OF JOB SATISFACTION

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

The way the individual reacts to unpleasant situations,

The facility with which he adjusted himself with other person

The relative status in the social and economic group with which he identifies himself

The nature of work in relation to abilities, interest and preparation of worker

Security

Loyalty

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

1. Intrinsic aspect of job

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

2. Supervision

This aspect of job satisfaction pertains to relationship of worker with his immediate
superiors. Supervision, as a factor, generally influences job satisfaction.

3. Working conditions

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

4. Wage and salaries

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

5. Opportunities for advancement

It includes all aspect of job which individual sees as potential sources of betterment of
economic position, organizational status or professional experience.

6. Security

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

7. Company & management

It includes the aspect of workers immediate situation, which is a function of

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

8. Social aspect of job

 It includes relationship of worker with the employees specially those employees at same
or nearly same level within the organization.

9. Communication

It includes job situation, which involves spreading the information in any direction within
the organization. Terms such as information of employees status, information on new
developments, information on company line of authority, suggestion system, etc, are used
in literature to represent this factor.
CHAPTER-IV
DATA ANALYSIS AND
INTERPRETATION
TABLE NO: 4.1

TABLE SHOWING THE MONTHLY INCOME OF THE RESPONDENTS

MONTHLY INCOME NO OF RESPONDANCE PERCENTAGE

Below Rs 10,000 10 20
10,000-20,000 18 36
20,000-30,000 18 36
50,000and above 4 8
Total 50 100

INFERENCE :It is inferred that 10% of the respondents are getting below 10,000 monthly
salary ,18% of respondents are getting 10,000-20,000 monthly salary,18% are getting 20,000-
30,000 salary and 4% of the respondents are getting 50,000 and above
CHART NO: 4.1.1

CHART SHOWING THE MONTHLY INCOME OF THE RESPONDENTS

20
18 18
18

16

14

12
10
10

6
4
4

0
TABLE NO: 4.2
RELATIONSHIP WITH NO.OF RESPONDENTS PERCENTAGE
SUPERVISOR
CORDIAL 22 44
MODERATE 12 24
NOT CORDIAL 16 32
TOTAL 50 100
TABLE SHOWING THE RELATIONSHIP WITH SUPERVISOR

INFERENCE: It is inferred from the above table that 22% of the respondents have cordial
relationship with supervisor, 12% of the respondents have moderate relationship with
supervisor and 16% of the respondents do not have cordial relationship with the supervisor.
CHART NO:4.2.1

CHART SHOWING THE RELATIONSHIP OF THE RESPONDENTS WITH

THEIR SUPERVISOR

25

20

15

10

0
CORDIAL MODERATE NOT CORDIAL

TABLE NO: 4.3

TABLE SHOWING THE RESPONDENTS OPINION FOR WORKING

CONDITIONS ARE SAFE IN POLARIS
OPINION OF
RESPONDENTS FOR
WORKING CONDITIONS NO.OF.RESPONDENTS PERCENTAGE
ARE SAFE IN POLARIS
AGREE 16 32
SOMEWHAT AGREE 13 26
SOMEWHAT DISAGREE 11 22
DISAGREE 10 20
TOTAL 50 100

INFERENCE: It is inferred from the above table that the 16% of the respondents agree, 13%
of the respondents somewhat agree, 11% of the respondents somewhat disagree,10% of the
employees disagree that the working conditions are safe in Polaris

CHART NO: 4.3.1

CHART SHOWING THE RESPONDENTS OPINION FOR WORKING

CONDITIONS ARE SAFE IN POLARIS
 25

20

15

10

TABLE NO: 4.4

TABLE SHOWING THE RESPONDENTS OPINION ABOUT ADEQUATE

PAID LEAVE

ADEQUARE PAID LEAVE NO.OF.RESPONDENTS PERCENTAGE

AGREE 21 42
SOMEWHAT AGREE 17 34
SOMEWHAT DISAGREE 10 20
DISAGREE 02 4
TOTAL 50 100

INFERENCE: It is inferred from the above data that 42% of the respondents agree that they
get adequate leave, 34% of the respondents somewhat agree, 20% of the employees
somewhat disagree and 4% of the employees disagree with adequate paid leave

CHART NO: 4.4.1

CHART SHOWING THE RESPONDENTS OPINION ABOUT ADEQUATE

PAID LEAVE

25

20

15

10

TABLE NO: 4.5

TABLE SHOWING THE LEVEL OF SATISFACTION ON TARGETED
RELATED INCENTIVES

LEVEL OF
SATISFACTION ON NO.OF RESONDENTS PERCENTAGE
TARGETED RELATED
INCENTIVES
SATISFACTORY 20 40
NEUTRAL 16 32
NOT SATISFACTORY 14 28
TOTAL 50 100

INFERENCE: It is inferred that the 40% of the employees are satisfied,32% of the
respondents are neutral and 28 % of the respondents are not satisfied with the level of
satisfaction on targeted related incentives

CHART NO: 4.5.1

CHART SHOWING THE LEVEL OF SATISFACTION ON TARGETED
RELATED INCENTIVES

20
18
16
14
12
10
8
6
4
2
0
SATISFACTORY NEUTRAL NOT SATISFACTORY

TABLE NO: 4.6

TABLE SHOWING THE OPINION OF THE RESPONDENTS ON MANAGEMENT IS
FLEXIBLE UNDERSTANDS THE IMPORTANCE OF WORK AND PERSONAL LIFE

MANAGEMENT IS
FLEXIBLE
UNDERSTANDS THE NO.OF.RESPONDENTS PERCENTAGE
IMPORTANCE OF WORK
AND PERSONAL LIFE
AGREE 16 32
SOMEWHAT AGREE 17 34
SOMEWHAT 14 28
DISAGREE
DISAGREE 03 06
TOTAL 50 100

INFERENCE; It is inferred that the 32 % of the respondents agree ,34% of the respondents
somewhat agree,28 % of the employees somewhat disagree and 6 % of the employees
disagree that the management is flexible and understands the importance of work and
personal life

CHART NO: 4.6.1

CHART SHOWING THE OPINION OF THE RESPONDENTS ON
MANAGEMENT IS FLEXIBLE UNDERSTANDS THE IMPORTANCE OF
WORK AND PERSONAL LIFE

18

16

14

12

10

0
AGREE SOMEWHAT AGREE SOMEWHAT DISAGEE DISAGREE

TABLE NO: 4.7

TABLE SHOWING THE OPINION OF RESPONDENTS ON INSURANCE
SCHEME PROVIDED BY THE ORGANISATION

INSURANCE SCHEMES NO.OF RESPONDENTS PERCENTAGE

PROVIDED BY THE
ORGANISATION
AGREE 27 54
SOMEWHAT AGREE 8 16
SOMEWHAT DISAGREE 12 24
DISAGREE 3 6
TOTAL 50 100

INFERENCE: It is inferred that the 54% of the respondents agree ,16 % of the respondents
somewhat agree,24% of the employees somewhat disagree and 6 % of the employees
disagree for the insurance scheme provided by the organisation

CHART NO 4.7.1

CHART SHOWING THE OPINION OF RESPONDENTS ON INSURANCE

SCHEMES PROVIDED BY THE ORGANISATION
 30

25

20

15

10

TABLE NO: 4.8

TABLE SHOWING THE OPINION OF RESPONDENTS ON SENIOR

COMMUNICATES THE AREAS OF IMPROVEMENT IN JOB
 SENIOR COMMUNICATES NO.OF.RESPONDENTS PERCENTAGE
THE AREAS OF
IMPROVEMENT IN JOB
AGREE 27 54
SOMEWHAT AGREE 12 24
SOMEWHAT DISAGREE 2 4
DISAGREE 9 18
TOTAL 50 100

INFERENCE: It is inferred that the 54% of the employees agree, 24 % of the employees
somewhat agree,4% of the respondents somewhat disagree and 18 % of the employees
disagree that the senior communicates the areas of improvement in job

CHART NO: 4.8.1

CHART SHOWING THE OPINION OF RESPONDENTS ON SENIOR

COMMUNICATES THE AREAS OF IMPROVEMENT IN JOB
 30

25

20

15

10

TABLE NO: 4.9

TABLE SHOWING THAT THE EMPLOYEES ARE SATISFIED WITH

WORKING HOURS
IS EMPLOYEES NO.OF.RESPONDENTS PERCENTAGE
SATISFIED WITH
WORKING HOURS
YES 43 86
NO 7 14
TOTAL 50 100

INFERENCE: It is inferred that the 86% of the respondents say yes for satisfaction with
working hours and 14 % of the respondents say no for satisfaction with working hours
CHART NO: 4.9.1

TABLE SHOWING THAT THE EMPLOYEES ARE SATISFIED WITH

WORKING HOURS
 NO

YES

0 5 10 15 20 25 30 35 40 45

TABLE NO: 4.10

TABLE SHOWING THAT THE SENIOR ENCOURAGES HIGH

ACHIEVEMENT BY REDUCING THE FEAR OF FAILURE

NO.OF.RESPONDENTS PERCENTAGE
SENIOR ENCOURAGES
 HIGH ACHIEVEMENT BY
REDUCING THE FEAR OF
FAILURE
AGREE 13 26
SOMEWHAT AGREE 17 34
SOMEWHAT DISAGREE 10 20
DISAGREE 10 20
TOTAL 50 100
INFERENCE- It is inferred that the 26 % of the respondents agree, 34 % respondents
soomewhat agree, 20 % of the respondents somewhat disagree and 20 % of the respondents
disagree that the senior encourages high achievement by reducing the fear of failure

CHART NO: 4.10.1

CHART SHOWING THAT THE SENIOR ENCOURAGES HIGH

ACHIEVEMENT BY REDUCING THE FEAR OF FAILURE
 18

16

14

12

10

0
AGREE SOMEWHAT AREE SOMEWHAT DISAGREE DISAGREE

TABLE NO: 4.11

TABLE SHOWING THE RESPONDENTS SUGGESTION ABOUT PAY

PACKAGE

EMPLOYEES NO.OF.RESPONDENTS PERCENTAGE

SUGGESTION ABOUT
PAY PACKAGE
GOOD 7 14
SATISFACTORY 14 28
ADEQUATE 18 36
NOT ADEQUATE 11 22
TOTAL 50 100

INFERENCE: It is inferred that the 14 % of the respondents feels good about the pay
package,28 % of the respondents feels satisfactory for the pay package,36 % of the
respondents feels that the pay package is adequate and 22 % of respondents feels that its not
adequate

CHART NO: 4.11.1

TABLE SHOWING THE RESPONDENTS SUGGESTION ABOUT PAY

PACKAGE
 18
16
14
12
10
8
6
4
2
0
Good
Satisfaction
Adequate
Not adequate

TABLE 4.12

TABLE SHOWING SUGGESTION ON RESPONDENTS VIEWS AND

PARTICIPATION ARE VALUED

SUGGESTION ON
VIEWS AND NO.OF.RESPONDENTS PERCENTAGE
PARTICIPATION
VALUED
AGREE 09 18
SOMEWHAT AGREE 17 34
SOMEWHAT 23 46
DISAGREE
DISAGREE 01 2
TOTAL 50 100

INFERENCE: It is inferred that the 18 % of the respondents agree that the views and
participation are valued,34 % somewhat agrees ,46 % somewhat disagrees and 2 % disagrees
that their views and participation are valued

CHART NO: 4.12.1

CHART SHOWING THE SUGGESTION ON VIEWS AND PARTICIPATION

ARE VALUED
 25

20

15

10

TABLE NO: 4.13

TABLE SHOWING THE RESPONDENTS OPINION ON PEOPLE WHO

ARE HARDWORKING AND RESULTS ORIENTED ARE PRAISED AND
REWARDED

PEOPLE WHO ARE NO.OF RESPONDENTS PERCENTAGE

HARDWORKING AND
RESULTS ORIENTED ARE
PRAISED AND
REWARDED
AGREE 37 74
SOMEWHAT AGREE 13 26
SOMEWHAT DISAGREE 0 0
DISAGREE 0 0
TOTAL 50 50

INFERENCE- It is inferred that the 74 % of the respondents agree,26 % of the respondents

somewhat agree,0 % somewhat disagree and disagrees that the people who are hardworking
and results oriented are praised and rewarded

CHART NO: 4.13.1

CHART SHOWING THE RESPONDENTS OPINION ON PEOPLE WHO

ARE HARDWORKING AND RESULTS ORIENTED ARE PRAISED AND
REWARDED
 AGREE
SOMEWHAT AGREE
SOMEWHAT DISAGREE
DISAGREE

TABLE NO: 4.14

TABLE SHOWING THE RESPONDENTS OPINION ABOUT STRESS IN

JOB

RESPONDENTS OPINION NO.OF.RESPONDENTS PERCENTAGE

ABOUT STRESS IN JOB
AGREE 0 0
SOMEWHAT AGREE 9 18
SOMEWHAT DISAGREE 30 60
DISAGREE 11 22
TOTAL 50 100
INFERENCE-It is inferred that the 0% agrees 18 % somewhat agree, 60 % somewhat
disagree and 22 % disagree for the data related to stress in job

CHART NO: 4.14.1

CHART SHOWING THE RESPONDENTS OPINION ABOUT STRESS IN

JOB
 16
14
12
10
8
6
4
2
0

TABLE NO: 4.15

TABLE SHOWING THE OPINION OF THE RESPONDENTS THAT

OVERALL THEY ARE EXTREMELY SATISFIED WITH MY JOB

OPINION OF THE NO.OF.RESPONDENTS PERCENTAGE

RESPONDENTS
AGREE 15 30
SOMEWHAT AGREE 17 34
SOMEWHAT DISAGREE 10 20
DISAGREE 08 16
TOTAL 50 100
INFERENCE: It is inferred that the 30 % of the respondents agree, 34 % of the respondents
somewhat agree, 20 % 0f the respondents somewhat disagree and 16 % of the respondents
disagree for the opinion that the respondents are overall extremely satisfied with their job

CHART NO: 4.15.1

CHART SHOWING THE OPINION OF THE RESPONDENTS THAT

OVERALL THEY ARE EXTREMELY SATISFIED WITH MY JOB
AGREE
SOMEWHAT AGREE
SOMEWHAT DISAGREE
DISAGREE
CHAPTER-V
FINDINGS

5.1: FINDINGS
 The majority of respondents are in the age between 21 25 years.
The majority of respondents are male.
The majority of respondents have done UG.
The majority of respondents have 2 3 years of experience.
The majority of respondents salary are 10,000 to 20,000.
Co-operation from Subordinates.
Very high respondents said that there is good co-operation in work place between
colleagues.

Performance and promotion.

Half of the respondents agree that performance and promotion are given properly.
Salary
Salary is the factor which is not satisfied by the most of the people
Policy and condition.
Policy and conditions are not satisfied by the employees.
CHAPTER-VI
 SUGGESTIONS AND
RECOMMENDATIONS

6.1: SUGGESTION
 Communicate clear goals and expectations to your employees.
Balanced, appropriate workload.
Encourage employees to find a personal fit with the company culture.
Support employees in their work and growth.
Encourage innovation. Engaged employees are innovative. They're always looking for a
better way.
Empowerment. Empowerment is the ability to make decisions within the work
environment without having to get prior approval. Empowered employees feel ownership
for their jobs and their roles in them.
Incentives that are matched to accountability and results. Managers who want their
employees to be engaged recognize that incentives must be allocated based on objective
criteria and that different employees are motivated by different things.
Delegation-. Delegation is good for you because it expands your managerial span of
control. It's good for your employees because it is a growth opportunity for them. It
demonstrates your trust in them to do the job correctly and increases their ownership of
the task.
Sense of belonging. For many of us, friendships at work are our closest relationships
outside our families.
Satisfaction in job and cordial relationship is very important for a worker.
People who are hardworking and results oriented must be rewarded
Senior must communicate the areas of improvement in job.
CONCLUSION

6.2: CONCLUSION
Human resource is the major ingredient for the organization to attain its objectives. To be
effective, Human resource function in the organization should work closely with the line
functions. If the HR policies and activities are continuously assessed and reviewed, it can
spun workers towards the goals of the organization. When the workers are satisfied on their
job, they can work effectively and help to attain the companys objectives.

The workers are satisfied with the areas of teamwork, Communication and information flow,
opportunities to utilize skills and talents, Salary level, job responsibility. The organization
should provide better career development opportunities to increase the level of interest in
their work and involvement of the supervisors.
 ANNEXURE

6.3: QUESTIONNAIRE

Name:

Age:
Gender:

Qualification:

Designation:

No. of years of service:

1.) Monthly income

a.)Below Rs.10,000

b.)Rs.10,000-20,000

c.)Rs.20,000-30,000

d.)Rs.50,000 and above

2.)How is your relationship with supervisor?

a.)Cordial

b.)Moderate

c.)Not cordial

3.) The working conditions are good and safe in Polaris

a.)Agree

b.)Somewhat agree

c.)Somewhat disagree

d.)Disagree

4.) Polaris gives adequate paid leave

a.)Agree
b.)Somewhat agree
c.)Somewhat disagree
d.)Disagree
5.) Your level of satisfaction on targeted related incentives
a.)Satisfactory
b.)Neutral
c.)Not satisfactory

6.) Management is flexible and understands the importance of balancing my work and
personal life
a.)Agree
b.)Somewhat agree
c.)Somewhat disagree
d.)Disagree

7.) The insurance schemes provided by the organisation helps in motivating the employees
a.)Agree
b.)Somewhat agree
c.)Somewhat disagree
d.)Disagree

8.) My senior communicates to me the areas of improvement in my job

a.)Agree
b.)Somewhat agree
c.)Somewhat disagree
d.)Disagree

9.) Are you satisfied with working hours?

a.)Yes
b.)No
10.) My senior encourages high achievement by reducing the fear of failure

a.)Agree

b.) Somewhat agree

c.) Somewhat disagree

d.)Disagree

11.) What do you feel about pay package?

a.)Good

b.)Satisfactory

c.)Adequate

d.)Not adequate

12.) My views and participation are valued

a.)Agree

b.)Somewhat agree

c.)Somewhat disagree

d.)Disagree

13.) People who are hardworking and results oriented are praised and rewarded in polaris

a.) Agree

b.)Somewhat agree

c.)Somewhat disagree

d.)Disagree

14.) I feel stressed in my job

a.)Agree

b.)Somewhat agree

c.)Somewhat disagree
d.)Disagree

15.) Overall, Im extremely satisfied with my job

a.)Agree

b.)Somewhat agree

c.)Somewhat disagree

d.)Disagree

General Suggestions if
any,_______________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
_____________________________
 BIBLIOGRAPHY

BIBLIOGRAPHY

BOOKS
Kothari C.R, Research Methodology Methods and Techniques, 2nd Edition, New Age
International Publication (P) ltd, New Delhi.
WEBSITES

WWW.SCRIBD.COM
WWW.MONEYWORKSFORME.COM
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