A STUDY ON EMPLOYEE SATISFACTION IN THE

PROFESSIONAL COURIERS AT CHENGALPATTU

DISTRICT

Project Report submitted in partial fulfillment of requirements

For the Award of the Degree BACHELOR OF

COMPUTER APPLICATION UNIVERSITY OF

MADRAS

PROJECT WORK DONE BY

G.SUBASH S.TAMILARASAN
(311905765) (311905766)

UNDER THE GUIDANCE OF ASSITANT PROFESSOR.

Mr. S.SURYAPRASATH., M.com,PGD HRM.,

DEPARTMENT OF COMMERCE (COMPUTER APPLICATION)

PATTAMMAL ALAGESAN COLLEGE OF ARTS & SCIENCE

ATHUR, CHENGALPATTU-603 101 APRIL-2022

1
 DECLARATION
We hereby declare that this project entitled on “A STUDY ON
EMPLOYEE SATISFACTION IN THE PROFESSIONAL COURIERS ” is
submitted for the degree of.,B.COM.(CA) and it is our original work which has not
been submitted elsewhere for the award of any degree.

Place: Student’s Signature

Date:

1.

G.SUBASH (311905765)

2.

S.TAMILARASAN (311905766)

2
 ACKNOWLEDGEMENT

We are highly indebted to our college chairman MR .A. VAMANAN,

Secretary MRS. SHASHIKALA VAMANAN and Principal

Dr. D .SETHURAMAN , M.COM ,M.PHIL,PH.D for their valuable

encouragement.

We wish to place on our records our sincere gratitude to

Mr. S. HARIKRAISHNAN, M.com.,Mphil., M.ED., Ph.d., HOD Head of the
Department of Commerce for his motivation and providing us permission to do this
project work and for his valuable advice, sustained interest and invaluable help
extended to us for the completion of this work successfully.

We wish thank to Assitant Professor.MR.S.SURYAPRASATH M.com, PGD

HRM., as a guide for her motivated and helping us to do this project work and for
her valuable advice, sustained interest and invaluable help extended to us for the
completion of this work successfully.

We are also thankful to all the other members of the Department for their
constant co-operation and encouragement in pursing our project work.

3
 BONAFIED CERTIFICATE

Certified that this project work in based on the BONAFIED work of G.SUBASH
(311905765),S.TAMILARASAN (311905766) who carried out the project work
under my supervision during the academic year 2021-2022.

Submitted for the University Examination held on...............................

SIGNATURE OF THE HOD SIGNATURE OF THE GUIDE

PRINCIPAL

EXTERNAL EXAMINER INTERNAL EXAMINER

4
 CONTENTS

CHAPTER PARTICULARS PAGE

NO. NO.

I INTRODUCTION ABOUT STUDY 9

II REVIEW OF LITERATURE 23

III HISTORY OF THE PROFESSIONAL COURIER 31

IV ANALYSIS AND INTERPRETATIONS 37

V FINDINGS ,SUGGESTIONS, AND CONCLUSIONS 68

VI BIBLIOGRAPHY

VII ANNEXURE

5
 LIST OF TABLES

Table.
TITLE PAGE NO.
No

PERCENTAGE ANALYSIS

1. AGE WISE CLASSIFICATION OF THE

39
RESPONDENTS

GENDER WISE CLASSIFICATION OF THE

2. 40
RESPONDENTS

COMPOSITION OF RESPONDENTS ON THE BASIS

3. 41
OF EDUCATIONAL QUALIFICATION

MARITAL STATUS WISE CLASSIFICATION OF

4. 42
THE RESPONDENTS

FAMILY SIZE WISE CLASSIFICATION OF THE

5. 43
RESPONDENTS

COMPOSITION OF THE RESPONDENTS ON THE

6. 44
BASIS OF EXPERIENCE

COMPOSITION OF THE RESPONDENTS ON THE

7. 45
BASIS OF MONTHLY SALARY

COMPOSITION OF THE RESPONDENTS ON THE

8. 46
BASIS OF RESPONDENTS COME FROM

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 TWO-WAY TABLE AND CHI-SQUIRE TEST

TABLE TITLE PAGE NO.

NO
9. RELATIONSHIP BETWEEN AGE AND LEVEL OF
SATISFACTION
TWO-WAY TABLE 47
CHI-SQUARE TEST 38
CORRELATION 54
10. RELATIONSHIP BETWEEN GENDER AND LEVEL OF
SATISFACTION
TWO-WAY TABLE 47
CHI-SQUARE TEST 55
11. RELATIONSHIP BETWEEN EDUCATIONAL
QUALIFICATION AND LEVEL OF SATISFACTION
TWO-WAY TABLE 48
CHI-SQUARE TEST 56
12. RELATIONSHIP BETWEEN MARITAL STATUS AND LEVEL
OF SATISFACTION
TWO-WAY TABLE 50
CHI-SQUARE TEST 52
13 RELATIONSHIP BETWEEN FAMILY SIZE AND LEVEL OF
SATISFACTION
TWO-WAY TABLE 51
CHI-SQUARE TEST 54
CORRELATION 58
RELATIONSHIP BETWEEN EXPERIENCE AND LEVEL OF
14 SATISFACTION
TWO-WAY TABLE 52
CHI-SQUARE TEST 64
CORRELATION 68
RELATIONSHIP BETWEEN MONTHLY SALARY AND
15 LEVEL OF SATISFACTION
TWO-WAY TABLE 53
CHI-SQUARE TEST 66

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 CHAPTER I

INTRODUCTION

8
 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.,

1. Herzberg’s Motivation-Hygiene Theory.

2. Need Fulfillment Theory.

3. Social Reference Group Theory.

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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.
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.
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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.
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.

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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

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.

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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

 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
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  Fair evaluation of work done

 Job status

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,

2. A happy worker is not necessarily a productive worker.

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 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.

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 these factors does not hep to increase productivity though these factors increase job
satisfaction

15
 1. 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:

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.
16
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.

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.

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

17
 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

TOOLS OF ANALYSIS

Simple percentage analysis:

Here the simple percentage analysis is used for calculating the percentage of
satisfaction level in the total respondents.

18
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’.

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
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 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,

Chengalpattu.

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.

20
 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.

21
 CHAPTER II

REVIEW OF LITERATURE

CHAPTER II
22
 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. The traditional model of job satisfaction
is that it consists of the total body of feelings that an individual 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

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

23
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

24
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.
25
 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.

26
 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.

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.

27
 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,

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.
28
 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.

29
 CHAPTER III
HISTORY OF THE PROFESSIONAL
COURIER

30
 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.

31
OPERATION NETWORK
 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.

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.

32
 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).

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
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.

33
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 and delivery of bulk printed materials such as magazines, periodicals,
telephone directories, yellow pages, trade samples and advertisement material.
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.

34
 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).

35
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

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.

36
 CHAPTER – IV

ANALYSIS AND INTERPRETATION

37
 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.

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.

38
 NUMBER OF RESPONDENTS AND LEVEL OF SATISFACTION

LEVEL OF NO. OF
SATISFACTION RESPONDENTS

High satisfaction 72

Medium satisfaction 64

Low satisfaction 14

TOTAL 150

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 satisfied.

39
 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

NO. OF PERCENTAGE
AGE
RESPONDENTS (%)

33 22
BELOW 20

68 45
21 TO 30

49 33
ABOVE 30

150 100
TOTAL

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.

40
 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

NO. OF PERCENTAGE
GENDER
RESPONDENTS (%)

123 82
MALE

27 18
FEMALE

150 100
TOTAL

INTERPRETATION:

Majority of the respondents (82%) are male and 18% of the respondents
are female
41
 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 NO. OF PERCENTAGE

STATUS RESPONDENTS (%)

SCHOOL LEVEL 101 67

GRADUATE 42 28

POST-GRADUAT E
7 5

TOTAL 150 100

INTERPRETATION:

Majority of the respondents (67%) are school level and 28% of the respondents
are graduate and 5% of the respondents are post graduate
42
 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 NO. OF PERCENTAGE

RESPONDENTS (%)

MARRIED 56 37

UNMARRIED 94 63

TOTAL 150 100

INTERPRETATION:

Majority of the respondents (63%) are unmarried and 37% of the respondents
are married.

43
 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

NO. OF PERCENTAGE
FAMILY SIZE
RESPONDENTS (%)

UPTO 2 11 7

3–5 46 31

ABOVE 5 93 62

TOTAL 150 100

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.

44
 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

NO. OF PERCENTAGE
EXPERIENCE
RESPONDENTS (%)

BELOW 5 76 51

5 TO 10 51 34

ABOVE 10 23 15

TOTAL 150 100

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.

45
 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 NO. OF PERCENTAGE

MONTH RESPONDENTS (%)

BELOW 3,000 21 14

Rs.3,001 TO 4,000 23 15

Rs.4,001 TO 5,000 51 34

ABOVE Rs.5,000 55 37

TOTAL 150 100

INTERPRETATION:

Majority of the respondents (37%) are above 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.

46
 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

PERCENTAGE
COME FROM NO. OF RESPONDENTS
(%)

HOUSE 80 53

ROOM 70 47

TOTAL 150 100

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.

TWO WAY TABLE - 1

47
 Relationship Between Age And Level Of Satisfaction

LEVEL OF SATISFACTION
AGE TOTAL
HIGHLY MEDIUM LOW
SATISFIED SATISFACTION SATISFACTION

YOUNG AGE 12(36%) 17(52%) 4(12%) 33

MIDDLE AGE 34(50%) 29(57%) 5(7%) 68

OLD AGE 26(53%) 18(37%) 5(10%) 49

TOTAL 72 64 14 150

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.

TWO WAY TABLE -2

48
 Relationship Between Gender And Level Of Satisfaction

LEVEL OF SATISFACTION
GENDER TOTAL
HIGHLY MEDIUM LOW
SATISFIED SATISFACTION SATISFACTION

MALE 63(51%) 50(41%) 10(8%) 123

FEMALE 9(33%) 14(52%) 4(15%) 27

TOTAL 72 64 14 150

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.

49
 TWO WAY TABLE -3

Relationship Between Educational Status And Level Of Satisfaction

LEVEL OF SATISFACTION
EDUCATION TOTAL
HIGHLY MEDIUM LOW
SATISFIED SATISFACTION SATISFACTION

SCHOOL LEVEL 51(50%) 41(41%) 9(9%) 101

GRADUATE 20(48%) 18(43%) 4(9%) 42

POST GRADUATE 1(14%) 5(72%) 1(14%) 7

TOTAL 72 64 14 150

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.

TWO WAY TABLE -4

50
 Relationship Between Marital Status And Level Of Satisfaction

LEVEL OF SATISFACTION
MARITAL STATUS TOTAL
HIGHLY MEDIUM LOW
SATISFIED SATISFACTION SATISFACTION

MARRIED 40(63%) 15(23%) 9(14%) 64

UNMARRIED 32(37%) 49(57%) 5(6%) 86

TOTAL 72 64 14 150

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.

51
 TWO WAY TABLE -5

Relationship Between Family Size And Level Of Satisfaction

LEVEL OF SATISFACTION
FAMILY SIZE TOTAL
HIGHLY MEDIUM LOW
SATISFIED SATISFACTION SATISFACTION

UP TO 2 7(64%) 3(27%) 1(9%) 11

2 TO 4 23(50%) 21(46%) 2(4%) 46

ABOVE 4 42(45%) 39(43%) 11(12%) 93

TOTAL 72 64 14 150

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.

52
 TWO WAY TABLE -6

Relationship Between Experience And Level Of Satisfaction

LEVEL OF SATISFACTION
EXPERIENCE TOTAL
HIGHLY MEDIUM LOW
SATISFIED SATISFACTION SATISFACTION

Less than 5 years 27(36%) 42(55%) 7(9%) 76

5 to 10 years 32(63%) 15(29%) 4(8%) 51

Above 10 years 13(57%) 7(30%) 3(13%) 23

TOTAL 72 64 14 150

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.

53
 TWO WAY TABLE -7

Relationship Between Monthly Salary And Level Of Satisfaction

LEVEL OF SATISFACTION

MONTHLY SALARY TOTAL

HIGHLY MEDIUM LOW
SATISFIED SATISFACTION SATISFACTION

Less than Rs.3,000 10(48%) 9(42%) 2(10%) 21

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.

CHI-SQUARE TEST:
54
 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.
55
 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-E)2/
O E O-E (O-E)2 E
12 15.84 -3.84 14.75 0.93
34 32.64 1.36 1.85 0.06
26 23.52 2.48 6.15 0.26
17 14.08 2.92 8.53 0.61
29 29.01 -0.01 0.00 0.00
18 20.91 -2.91 8.45 0.40
4 3.08 0.92 0.85 0.27
5 6.35 -1.35 1.81 0.29
5 4.57 0.43 0.18 0.04
2.86

Degree of freedom - 4
Table value - 9.49
Calculated value - 2.86

INFERENCE:

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

56
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 E O-E (O-E)2 (O-E)2/E

63 59.04 3.96 15.68 0.27

9 12.96 -3.96 15.68 1.21
50 52.48 -2.48 6.15 0.12
14 11.52 2.48 6.15 0.53
10 11.48 -1.48 2.19 0.19
4 2.52 1.48 2.19 0.87

TOTAL 3.19

Degree of freedom - 2

Calculated value - 3.19

Table value - 5.99

INFERENCE:

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.

57
 CHAPTER V
FINDINGS, SUGGESTIONS AND CONCLUSION

CHAPTER V

58
 FINDINGS, SUGGESTIONS AND CONCLUSION

FINDING

S 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.

Educational qualification:
59
  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.

Educational qualification:

60
  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.

 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.

61
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.

62
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.

It may provide the vehicles to its employees for delivery and pick-up even they
are come from their home.

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.

A STUDY ON EMPLOYEE’S SATISFACTION IN THE

63
 PROFESSIONAL COURIERS IN CHENGALPATTU DISTRICT

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

3,001 to 3,500 3,501 to 4,000

Above 4,001

7. Number of dependents in

your family : 1 / 2 / 3 and above

8. You are from? : House Room provided by courier

9. Working hours of courier :
2. JOB SATISFACTION SEGMENTS

64
 Kindly put tick ( ) mark in only answer from various alternatives given
below.

A = Agree DA = Disagree
UD = Undecided SA = Strongly agree

SDA = Strongly Disagree

1. Your salary is satisfied.

A DA UD SA SDA

2. Your job is very interesting.

A DA UD SA SDA

1. Your job description is clear.

A DA UD SA SDA

2. You feel that your job is secured one.

A DA UD SA SDA

65
3. You are not making many mistakes in your job.

A DA UD SA SDA

4. You have the capability to achieve the targets in time.

A DA UD SA SDA

5. Your job does not create any physical alinments.

A DA UD SA SDA

66
 1. Management builds and maintains work relationship.

A DA UD SA SDA

2. Grievance redressal.

A DA UD SA SDA

3. Your work is very challenging one.

A DA UD SA SDA

4. You feel over burden in your job.

A DA UD SA SDA

5. You get response form your superiors and subordinates.

A DA UD SA SDA

A DA UD SA SDA

67
 1. Management builds and maintains work relationship.

A DA UD SA SDA

2. Grievance redressal.

A DA UD SA SDA

3. Your work is very challenging one.

A DA UD SA SDA

4. You feel over burden in your job.

A DA UD SA SDA

5. You get response form your superiors and subordinates.

A DA UD SA SDA

A DA UD SA SDA

68
 1. Facilities available in the courier are satisfactory.

A DA UD SA SDA

2. Classification of various services satisfactory.

A DA UD SA SDA

69
70