ANALYSIS OF JOB SATISFACTION

IN THE EMPOLYEES OF MUSLIM

COMMERCIAL BANK (MCB)

PREPARED BY:

SABAH AFZAL KARIM

B.B.A IV
ACKNOWLEDGEMENT:

Thanks to Almighty Allah who have given me all the strength, patient and

courage to finish this thesis. And I pray to him to provide me such chance in future

and help me and to all of my class fellows.

I like to thanks and acknowledge all the persons who have helped me to complete

this Thesis directly or indirectly I thank them from the bottom of my heart for their

help and concern.

I like to acknowledge the following for their invaluable contribution:

First of all I like to thank Mr.shahid for his support and encouragement without

which I would not be able to accomplish my thesis.

I have no words to express my deepest appreciation to my loving parents who

have encouraged and supported me they have helped me a lot and they are the one

who have brought me up to hear.

I like to thank the management and all the members of Muslim Commercial Bank

(MCB) who have co operated with me and gave me the right information.

ii
I DEDECATE THIS RESEARCH
REPORT TO MY FATHER
Mr.AFZAL KARIM

iii
REPORT ABSTRACT:

Title: Analysis of job satisfaction in the employee of Muslim Commercial

Bank (MCB).

Researcher: Sabah Afzal Karim

College: Adamson Institute of Business Administration and Technology.

No. of pages: 34

Date: 21 December 2006

Degree: Bachelors of Business Administration.

iv
Statement of problem:
This research report is based on the study that how various variables in the job put

affect on an employee’s attitude toward his or her job

Conclusion:
As job in Muslim Commercial Bank included all the variables that is necessary for

job satisfaction of an employee, that is why it can be concluded that majority of

the employees of MCB are satisfied with their jobs.

Recommendation:

As this thesis have proved that job satisfaction depend on number of variables in

the job and those who found their jobs just according to their expectation and

perceptions are highly satisfied from their jobs.

Muslim commercial Bank is one of the Banks in Pakistan, which provide

satisfaction to its employees by considering these variables.

So it is recommended that organizations like Muslim Commercial Bank Limited

should continue to take in to account these variables.

v
TABLE OF CONTENT:

Contents:

I Title:
II Acknowledgment:
III Dedication:
IV Thesis Abstract:
VI Table of content:
IX Executive summary:
X Bank History:

1: INTRODUCTION

1.1 Introduction
1.2 Job satisfaction
1.3 Statement of problem:
1.4 Hypothesis

2: RELATED LITERATURE:
 2.1 Job involvement:
2.2 Organizational commitment:
2.3 Organizational culture:

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3: JOB SATISFACTION AND EMPLOYEES

PERFORMANCE:

3.0 Effects of job satisfaction

On employee’s performance:
3.1 Satisfaction and productivity:
3.2 Satisfaction and absenteeism:
3.3 Satisfaction and turnover:
3.4 Satisfaction and OCB:

4: JOB DISSATISFACTION:

4.1 Introduction:
4.2 Exits:
4.3 Voice:
4.4 Loyalty:
4.5 Neglect:

5: RESEARCH METHODOLOGY

5.1 Methods:
 5.2 Variables:
5.3 Single global rating:
5.4 Summation score approach;
5.5 Expression approach

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6: RESPONDENT OF THE STUDY

6.1 Age
6.2 Education;
6.3 Experience:
6.4 Gender:
6.5 Marital status:
6.6 Ranks:

7: INTERPRATION OF DATA

7.1 Nature of work:

7.2 Supervision
7.3 Present pay
7.4 Promotion opportunity
7.5 Relationship with superior:
7.6 Relationship with co-workers:
7.7 Facilities
7.8 Organizational culture
7.9 Ways of expressing dissatisfaction

8: SUMMARY AND CONCLUSION

8.1 Nature of work

8.2 Supervision
8.3 Present pay
8.4 Promotion opportunity
8.5 Relationship with superior
 8.6 Relationship with co-workers
8.7 Facilities
8.8 Organizational culture

viii

BIBLOGRAPHY:

QUESTIONNIR:
 ix

HISTORY OF MCB:

MCB is one of the leading banks of Pakistan with a deposit base of about Rs. 230

billion andtotal assets of around Rs.300 billion.

Incorporated in 1947, MCB soon earned the reputation of a solid and conservative

financial institution managed by expatriate executives.

In 1974, MCB was nationalized along with all other private sector banks.

This led to deterioration in the quality of the Bank’s loan portfolio and service

quality. Eventually, MCB was privatized in 1991.

During the last fifteen years, the Bank has concentrated on growth through

improving service quality, investment in technology and people, utilizing its

extensive branch network, developing a large and stable deposit base and

managing its non-performing loans via improved risk management processes.

 x

INTRODUCTION
 1

INTRODUCTION: 1.1

This thesis is about the job satisfaction found in the employees of Muslim

Commercial Bank (MCB) the reason behind conducting this research is that now a

days many organization don’t consider that variables which give job satisfaction

but it is said that MCB provide high satisfaction to its employees to prove this

statement this research have been conducted.

JOB SATISFACTION: 1.2

Job satisfaction is ones general attitude toward his or her job. People who

have positive attitude towards their jobs are satisfied with their job. Job

satisfaction is very important because it affect employee performance.

Organizations, which do not provide job satisfaction to their employees face many

problems, like absenteeism, low productivity, and turnover.

 2

STATEMENT OF PROBLEM: 1.3

This thesis is based on the study that how various variables in the job put affect on

an employee’s attitude toward his or her job.

HYPOTHESIS: 1.4

As satisfaction is related with ones expectation, perception and value so our

hypothesis is:

Ho: if employees found their job according to their expectation, perception and

value then they will be highly satisfied with their job.

H1: if employees don’t found their jobs according to their expectation, perception

and value then they will be dissatisfied with their jobs.

 3

RELATED
LITERATURE
 4

RELATED LITERATURE:

JOB INVOLVEMENT: 2.1

The degree to which a person identifies with his or her job, activity

participates in it, and considers his or her performance importance to self-worth.

This phenomenon is known as job involvement.

ORGANIZATIONAL COMMITMENT: 2.2

The degree to which an employee identifies with particular

organization and its goal, and wishes to maintain membership in the organization

is known as organizational commitment.

ORGANIZATIOAL CULTURE: 2.3

 A system of shared meaning held by the members that distinguishes

the organization from other organization is known as organizational culture.

There are five primary characteristics that, in aggregate and capture the essence of

an organizational culture.

 Innovation and risk taking

 Attention to details
 Outcome oriented
 People oriented
 Aggressiveness
5

Innovation and risk taking;

The degree to which members of an organization are innovative

and risk taking. Innovation means a new idea applied to initiating or improving a

product, process, or service.

Attention to details:

Employees of an organization pay attention to its critical features.

They tend to be most influenced by details that are attractive, repeatedly available

and important to organization.

Outcome oriented:

The degree to which the management focuses on the outcome rather

then the techniques used to achieve them.

People oriented;
 The degree to which management focuses on the consideration of

employees.

Aggressiveness;

The degree to which people is aggressive and competitive in nature rather

then easy going.

JOB SATISFACTION
AND EMPLOYEES
PERFORMANCE:
 7

JOB SATSIFACTION AND EMPLOYEES

PERFORMANCE:

The main interest in the study of job satisfaction tends to center on its effect

on employees performance.

Job satisfaction has impact on employees:

 Productivity;
 Absenteeism:
 Turnover:
 Organizational citizenship

EFFECT OF JOB SATISFACTION ON

EMPLOYEES PERFORMANCE: 3.0
 Satisfaction and productivity: 3.1

When satisfaction and productivity data are gather for

organization as a whole, rather then at individual level, it is found that

organization with more satisfied employees tend to be more effective then

organization with fewer satisfied employees.

Satisfaction and absenteeism: 3.2

A consistent negative relationship is found between the

satisfaction and absenteeism. While it is certainly make sense that dissatisfied

employees are more likely to miss work.

Satisfaction and turnover: 3.3

Turnover is also negatively related with satisfaction. Higher the

level of dissatisfaction the higher will be the chance of an employee to leave

the organization.
Satisfaction and organizational citizenship: 3.4
Job satisfaction is major determinant of an employee’s organizational

citizenship behavior (OCB).

Satisfied employees would seem more likely to talk positively about the

organization, help others, and go beyond the normal expectation in job. Moreover,

satisfied employees might be more prone to go beyond the call of duty because

they want to reciprocate their positive experiences.

JOB
DISSATISFACTION
 10

JOB DISSATSIFACTION:

Introduction: 4.1

As satisfaction is related with ones expectation, perception and value, if one

find their job below their expectation or perception then they become dissatisfied.

Employees dissatisfaction can be expressed in a number of ways.an

employee can react in any one of the behavior;

 Exit;
 Voice:
 Loyalty:
 Neglect:

Exits: 4.2
 Behavior directed towards leaving the organization, including looking for a

new position as well as resigning.

Voice: 4.3

Activity and constructively attempting to improve condition, including

suggesting improvement, discussing with superiors, and some forms of union

activity.

11

Loyalty: 4.4

Passively but optimistically waiting for conditions to improve, including

speaking up for the organization in the face of external criticism and trusting the

organization and its management to do the right thing.

Neglect: 4.5
Passively allowing conditions to worsen including chronic absenteeism or

lateness, reduced effort, and increased error rate.

 12

RESEARCH
METHODOLOGY
 13

RESEARCH METHODOLOGY:

This part of thesis is to describe that what research methods are

used to measure job satisfaction.

METHODS: 5.1

Job is just not shuffling the papers, using a computer system, receiving customer’s

calls or driving a truck. Job requires interaction with co-workers and bosses.

Following organizational rules and policies, meeting performance standards, living

with working conditions that are often less then idea.

Job satisfaction can be calculated by different method and these variables are:
VARIABLES: 5.2

 Expectation
 Attitude
 Behavior
 Salary
 Fringe benefits
 Environment
 Timing
 Job security
 Facilities
 Say in organization
 Motivation
 Appraisals
 Values
 Relation ship with peers
 Health and safety environment and etc
14

Three methods will be used in this research to calculate job satisfaction:

1. Single global rating

2. Summation score approach

SINGLE GLOBAL RATING: 5.2

In single global rating an individual is asked a simple question. Which is

“How much your are satisfied from your job?”

The employee answers this question by just ticking number from one to

five, which means:

1. Highly satisfied
2. Satisfied
3. Average
4. Dissatisfied
5. Highly dissatisfied.
 SUMMATION SCORE: 5.3

Summation of job facts is more sophisticated. It identifies key elements in a job

and asks for the employees feeling about each. Typical factors that would be

included are:

VERIBLES:

 Nature of work
 Supervision
 Present pay
 Promotion opportunities
 Relationships with superior
 Relationships with co-workers
 Facilities
 Organizational culture
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RESPONDENT OF
THE STUDY

16

RESPONDANTS OF THE STUDY:

The data of this thesis is collected from the employees of Muslim commercial

bank (MCB).The information about the respondents are as follows:

AGE: 6.1

The ages of respondents of this study is about from 35 years to 56 years.

EDUCATION: 6.2

50% of respondents have done their graduation whereas 50% have

their masters’ degree.

GENDER: 6.3

90% of the respondents are male whereas only 10% are female.

EXPERIENCE: 6.4

Experience varies from 10 years to 33 years in the respondents.

MARITIAL STATUS:6.5

It is found that 98% of the respondents are married where as

only 2% are single.

RANKS: 6.6

 President / CEO
 Chairman
 Vice chairman
 Mangers
 Chief Financial officer
 Company Secretary
 Auditors
 Officers Grade I
 Officers Grade II
17
INTERPRATION OF
DATA

18

DATA INTERPRATION:

Here is the interpretation of the data, which have being collected from the
employees of Muslim commercial bank (MCB).

NATURE OF WORK: 7.1

 Details Frequency Percentage %
Fascinating 8 20%
Boring 0 0%
Routine 12 30%
Challenging 21 52.5%
Endless 0 0%
Motivating 4 10%
Total 45 100%

Job is a combination of different task, duties and responsibilities. These duties and

responsibilities vary in nature.

Nature of work may be of following types:

 Fascinating
 Boring
 Routine
 Challenging
 Endless
 Motivating

According to this report 52.5% respondent thinks that their work is challenging.

10% responded that their job is motivating.

20% said that their work is fascinating.

Whereas 30% thinks that their job is routine.

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SUPERVISION: 7.2

Details Frequency Percentage %

Annoying 3 7.5%
Rigid 15 37.5%
Stubborn 2 5%
 Quick tempered 17 42.5%
Scolding nature 3 7.5%
None of above 5 12.5%
Total 45 100%

High authority people have different behaviors in supervision towards employees

and some times their behavior affect employee’s performance and change their

attitude towards their jobs and these behaviors can be:

 Annoying
 Rigid
 Stubborn
 Quick tempered
 Scolding nature

According to my finding 42.5% of people think their high authority is

quick tempered.

37.5% Face the rigid behavior.

7.5% Employees found them annoying.

Whereas 12.5% opinion is that they are none of this.

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PRESENT PAY: 7.3

Details Frequency Percentage %

Enough for my 10 25%
personal expense
Satisfactory 25 62.5%
 Underpaid 6 15%
Less then I 4 10%
deserved
Provides me 2 5%
luxuries
Total 40 100%

Salary play a vital role in job satisfaction it change employees attitude towards

their job.

Now a day’s people move from organization to organization for just high

salary it is a very important variables to measure job satisfaction.

Employees can percepts that his or her pay is:

 Enough for their personal expense

 Satisfactory
 Underpaid
 Less then they deserve
 Provides them luxuries

Almost 62.5% of MCB employee pay is satisfactory.

25% feel that their pay is enough for their personal expense.

Whereas 15% think they are underpaid

Only 5% has been provided luxury.

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PROMOTIONAL OPPORCUNITY: 7.4

Details Frequency Percentage

Job evaluation 5 12.5%
Performance 25 62.5%
evaluation
 Behavior towards job 3 7.5%
Extra ordinary hard 12 30%
work
Total 40 100%

Promotion means transfer of an employee to a higher post with a high level of

salary and responsibility.

In an organization different criteria are set for promoting employee.

These criteria can be:

 Job evaluation
 Performance evaluation
 Behavior towards job
 Extra ordinary hard work

According to the finding 62.5% employees get promotion on the bases of

performance evaluation.

12.5% Got promotion after job evaluation.

30% Got promotion on doing extra ordinary work.

Where 7.5%got promotion only because of their behavior towards job.

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RELATIONSHIP WITH SUPERIORS: 7.5

Details Frequency Percentage %

Co-operating 24 60%
Annoying 6 15%
Loyal 12 30%
 Talk too much 3 7.5%
Total 40 100%

The relationships of an employee with his or her superior also have a great
influence

on his or her job satisfaction level.

The employees may find their superior as:

 Co-operating
 Annoying
 Loyal
 Talk too much

60% Responded thinks that they’re superior are co-operating.

While 30% found them loyal.

Only 7.5% think that they talk too much.

Where 15% feel them annoying.

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RELATIONSHIP WITH CO-WORKERS: 7.6

Details Frequency Percentage %

Co-operating 18 45%
Loyal 9 22.5%
 Annoying 3 7.5%
Talk too much 5 12.5%
Total 40 100%

Co-workers are the peoples with whom employee spend most of time during they

are the one who make us comfortable on our job if he or she do not have good

relationship with his or her co worker can lose interest of job.

Co-workers can be:

 Co-operating
 Loyal
 Annoying
 Talk to much

It is found that 45% of MCB employee thinks that their co-workers are

co-operating.

But 22% said that they are loyal to each other.

Whereas 12.5% found them talking too much.

Only 7.5% feel they are annoying.

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FACILITIES: 7.7

Details Frequency Percentage %

Transport 2 5%
Medical 3 7.5%
Insurance 15 37.5%
 Health programs 8 20%
Safety majors 12 30%
Others 0 0%
Total 40 100%

Many organizations provide facilities just to motivate their employees because

they knew that is people wants and needs are not satisfied their productivity

will be low and employee prefer to join organizations which give high

facilities.

Different organization provide different facilities to their employees which can

be:

 Transport
 Medical
 Insurance
 Health program
 Safety majors
 Others

According to the research it is found that 37.5% employees are provided

insurance facility. 5% are given transport comforts. 7.5%are

provided medical facility. Where 30% got safety majors. 20%b Said that

organization provide them health program.

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ORGANIZATIONAL CULTURE OF MCB: 7.8

Details Degree
 Innovation and risk High
taking
Attention to details High
Outcome oriented High
People oriented High
Total 40

Different organization have different culture.organizational culture is a

common perception held by the organizations members. Whereas

organizational commitment is the degree to which an employee identifies with

a particular organization and its goal and wishes to maintain membership in the

organization.

98% Employees have organizational commitment whereas only 2% employee

do not possess the organizational commitment.

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WAYS IN WHICH AN EMPLOYEE CAN

EXPRESS HIS OR HER DISSATISFACTION: 7.9

Details Frequency Percentage %

 Exit 2 5%
Voice 5 12.5%
Loyalty 32 80%
Neglect 6 15%
Total 40 100

Employees dissatisfaction can be expressed in a number of ways can quit,

employee can complain, be insubordinate, steal organization property or shirk

a part of their work responsibility. but generally this dissatisfaction is

expressed in different ways and this ways can be;

 Exit
 Voice
 Loyalty
 Neglect

According to 80% employees if they become dissatisfy from their job then

they will wait for better condition and be loyal to organization.

12.5% said that they would try to improve the condition.

Whereas 5% will prefer to exit if they are dissatisfy from their job.

27
SUMMARY AND
CONCLUSION

28

SUMMARY OF THE STUDY:

 Nature of work:
According to the information provided by the employees of MCB
nature of work varies from person to person but majority find it challenging.
 Supervision:
According to the finding the employee of MCB feel their superiors are
quick tempered.

 Present pay:

Most of the employees are satisfied with their present pay.

 Promotion opportunities:

According to the employees of MCB they get promotion on the

bases of job evaluation.

 Relationships with superior:

The superior of MCB are co-operative with their juniors.

 Relationships with co-workers:

The employees of MCB are very much co-operative to each other.

 Organizational culture:

The organizational culture of MCB is both task oriented and people

oriented.

It is found that the employees of MCB mostly like to stay loyal with the

organization if they are dissatisfied then also.

29

CONCLUSION

It is found that all the employees of Muslim Commercial Bank (MCB) are

highly satisfied with their job because MCB consider all the variables very
 keenly which are important for their employees job satisfaction.

RCOMMANDITION

As this thesis have proved that job satisfaction depend on number of variables in

the job and those who found their jobs just according to their expectation and

perception are highly satisfied from their jobs.

Muslim commercial Bank is one of the Bank in Pakistan which provide

satisfaction to its employees by considering this variables.

So it is recommended that people who like to write a thesis on job

satisfaction should consider this variables not only this, people who went to know

what are the reasons behind the job dissatisfaction of an employee should also

consider this variables because it provide a base to the study of job satisfaction and

dissatisfaction.

30

BIBLOGRAPHY:

WWW.MCB.COM.PK
MCB Tower, I.I. Chundrigar Road Karachi – Pakistan

MCB MALIR BARNCH

31

QUESTIONNIR:
Read the question carefully given below and answer them honestly.
PROFILE OF THE RESPONDEDNT:

Name:
Gender:
Age:
Name of the organization:
Education level:
Experience:
Rank:
Marital status:

SINGLE GLOBAL RATING

Answer the following question by ticking a number from 1 to 5, which are:

1. Highly satisfied
2. Satisfied
3. Average
4. Dissatisfied
5. Highly dissatisfied

Q: How satisfied are you from your job?

1 2 3 4 5

32

SUMMAITION SCORE APPROCH

Q1: The nature of my work is:

 1. Fascinating
2. Boring
3. Routine
4. Challenging
5. Endless
6. Motivating

Q2: The behavior of the supervision people is:

1. Annoying
2. Rigid
3. Stubborn
4. Quick tempered
5. Scolding nature

Q3: My present pay is:

1. Enough for my personal expense

2. Satisfactory
3. Underpaid
4. Less than I deserves
5. Provides me luxuries

Q4: My job provides me promotional opportunities according to:

1. Job evaluation
2. Performance evaluation
3. Behavior towards job
4. Extra ordinary hard work

Q5: My relationship with my superiors and co-workers:

Superior co-workers

1. Co-operating ( ) ( )
2. Annoying ( ) ( )
3. Loyal ( ) ( )
4. Talk too much ( ) ( )

33

Q6: My job provide facilities like:

 1. Transport
2. Medical
3. Insurance
4. Health program
5. Safety majors
6. Others

*(If there is any other facility then please state it below.)

Q7: My organizational culture is:

High Low
1. Innovative and risk taking: ( ) ( )
2. Attention to details ( ) ( )
3. Outcome oriented ( ) ( )
4. People oriented ( ) ( )
5. Aggressiveness ( ) ( )

Q8: If you are dissatisfied from your job then what will you will do?

1. Exit (Leave the organization)

2. Voice (Try to better up the conditions)
3. Loyalty (Wait for condition to improve)
4. Neglect (Allow conditions to become more worsen)

34