Internship Report

On
Employee Job Satisfaction On Eastern Bank Ltd.

RAZU SAHA
ID No: M-160203765
Section: B
MBA (Evening), 8th Batch

Date of Submission:7th April

Department of Finance

Faculty of Business Studies

Jagannath University
Dhaka

i
 Internship Report
On
Employee Job Satisfaction On Eastern Bank Ltd.:
A Study OnBanasree Branch

Submitted To:
Ayesha Akther
Assistant Professor
Department of Finance
Jagannath University

Submitted By:
RazuSaha
ID No: M-160203765
Section- B
MBA (Evening), 8thBatch
Department of Finance
Jagannath University
Dhaka-1100

Date of Submission: 7th April 2018

Faculty of Business Studies
Jagannath University
Dhaka

ii
 LETTER OF TRANSMITTAL

January 01, 2018

Ayesha Akth er
Assistant Professor
Department of Finance
Jagannath University
Dhaka-1100

Subject: Submission of the internship report.

Dear Madam,
It is my great honor to submit the report of my Internship Program at Eastern Bank Ltd., Banasree
Branch. In addition, it is a great pleasure that I have been able to submit the internship report on―
“Employee Job Satisfaction On Eastern Bank Ltd: A Study On Banasree Branch” in due
time. The whole experience of this internship program enabled me to get an insight into the real
life situation. I have tried my best with my knowledge to make a full-fledge report by
analyzing all the requirements you have asked for. Besides this, there may be shortcomings. I
would be grateful if you consider those from excusable manner.
I would like to express my sincere gratitude to you for your guidance and suggestions
inpreparing the report. I will be happy to provide any further explanation regarding this research
report if necessary.

Thanks a lot for your concern.

Sincerely Yours,

RAZU SAHA
ID NO:M 160203765
Section- B
EMBA, 8th Batch
Department of Finance
Jagannath University

iii
 SUPERVISOR’S CERTPUBALIATION
This is to certify that the Internship Report titled “ Employee Job Satisfaction On Eastern Bank
Ltd: A Study On Banaasree Branch” submitted by Razu Saha, as an academic
requirement of MBA (Evening) program. As a participant of this program, the author is placed at
Eastern Bank Ltd, Banasree Branch for a period of More than 1 year starting from December 14,
2016.The report submitted by him has been accepted and may be presented to the Internship
Defense Committee for evaluation. He has accomplished the report by himself under my direct
supervision.

I wish him every success in the future.

Ayesha Akther
Assistant Professore
Department of Finance
Jagannath University
Dhaka-1100

iv
 DECLARATION

I, Razu Saha, student of Department of Finance, Jagannath University

hereby declare that the report titled “ Employee Job Satisfaction On Eastern Bank Ltd: A
Study On Banasree Branch” has been prepared by me under the direct supervision of
Ayesha Akther, Assistant Professor, Department of Finance, Jagannath
University.
I also conform that the report is only prepared for my academic requirement not for any other
purposes. The study won‟t hamper Eastern Bank‟s confidentiality and might not be used with the
interest of opposite parties of the Bank.

Sincerely Yours

RAZU SAHA
ID No: M-160203765
Section- B

MBA(Evening), 8th Batch

Departmentof Finance
Jagannath University
 ACKNOWLEDGEMENT

Firstly, I would like to express my deepest gratitude to the Almighty to whom I am grateful
forever, for giving me the strength and the ability to finish the task within the scheduled time.

Then I also express my deep sense of gratitude to my honorable supervisor, Ayesha Akther for his
valuable guidelines, and suggestions in the every stages of this study for which it has been
possible for me to make a good combination of theoretical & practical knowledge to prepare the
report in well manner.

I have completed my internship at Eastern Bank Ltd (Banasree Branch) from March 22, 2018. I am
grateful to the Human Resource Department of EBL for giving me the opportunity to
complete my internship program in this organization. Their consideration favored me to perform
the internship and prepare this report.

I gratefully acknowledge my respected organizational supervisor, Mesbahuddin Ahmed

(AVP&Branch Manager) for his help to get thorough knowledge on my assigned topic. I would
like togivemy heartiest gratitude to all the employees of Eastern Bank Ltd (Banasree Branch)
for their wholehearted support. I am also grateful to my friends who helped me to complete the
report
successfully.

At last, the Parents to whom I am grateful forever would like to express my deepest gratitude for
giving me the strength and the support to finish my MBA (Evening) Program.

vi
 EXECUTIVE SUMMARY

This study is the result of my internship program ran for the past two months placed at theEastern
Bank Ltd (Banasree Branch), Dhaka. Eastern Bank Limited is one of the first Online banks
and largest retail bank in our country. It has already developed reputation among the users. The
bank operates its all products as the Banasree Branch is eastern corner of the city. As a result the
branchas to deal with commercial and non-commercial clients. Therefore, the branch has alllevel
of employees of the bank. Since my internship program was directed to understand the level of job
satisfaction, I had to gain the practical area of responsibilities and of accountabilities of the
employee so that I could interact with them to assess their views about and relations with the
organization. I tried best to ask the staffs directly and indirectly to gather my information.
However, I had a good access to the bank„s publications. My task was designed to understand the
level of job satisfaction of the employee of the Esatern Bank Ltd. Banasree Branch. For preparing
this report I used primary and secondary data. The objectives of the report were understood level
of job satisfaction of the employees of the Eastern Bank Ltd, Banasree Branch. So, the research
was designed to achieve it.
The previous studies on this issue practically and empirically learnt that job satisfaction largely
depends on the number of interrelated components such as workplace, salary, training, lack of
gender discrimination, neutral promotion policies. Despite differences in opinions made by the
employees of the organization on what the study was conducted, what the study finds is that they are
highly satisfied in their job.

vii
 TABLE OF CONTENTS

Chapter: 01
1. Introduction 1-3
1.1. Origin of the Report 1
1.2. Objectives of the Report 2
1.3. Scope of the Study 2
1.4. Methodology 2-3
1.5. Limitations 3

Chapter: 02
2. Organizational Preview 4-16
2.1. Background of EBL. 4
2.2. Vision and Mission 5
2.3. About Eastern Bank Banasree Branch 5
2.4. Organogram of Banasree Branch 6
2.5. SWOT analysis of EBL 6-7
2.6. Corporate Profile 8
2.7. Management Structure of EBL 8-10
2.8. Activities of EBL. 10-11
2.9. Interest rate of EBL 12-14
2.10. Financial Highlights 15
2.11. Distribution of Branches 16

Chapter: 03
3. Internship Job Description 17-18
3.1General Banking Department 17
3.2Foreign Remittance Department 17

3.3 Loans and Advances Department 17-18

viii
3.4 Clearing and Posting Department 18

Chapter: 04
4. Theoretical overview of employee job satisfaction 19-23
4.1.The Concept of Employee Job Satisfaction 19-20
4.2 Determinants of Job Satisfaction 20-22
4.2.1 Organizational variables 20-21
4.2.2 Personal variables 21-22
4.3. Benefits of Employees Job Satisfaction 22-23

Chapter: 05
Analysis and findings 24-41

Chapter: 06
Recommendations 42

Chapter: 07
Conclusion 43

References 44
Appendix
I. Questionnaire 45-46

ix
1.0. INTRODUCTION

Achievement of high economic growth is the basic principles of present economic policy. In
achieving the objectives, the banking sector plays an important role. The banking sectors channel
resources through deposit mobilization and providing credit for different business venture. The
successful running of a bank business depends upon how effectively the credit management
recovered the funds. Eastern Bank Limited as the largest Retail commercial banks in
Bangladesh responsibility the best upon it to ensure efficient and effective banking operation
ina sound manner.

Eastern Bank Limited is always ready to maintain the highest quality services by upgrading
Banking technology prudence in manage and applying high standard of business ethics through
its established commitment and heritage. Objectives of a private institution like EBL are to
maximize profit through optimum utilization of resources by providing best customer‟s service.

1.1. Origin of the report:

This study is prepared as an academic requirement for the MBA (Evening) internship program
under the supervision of Ayesha Akther, Assistant Professor, Department of Finance, Jagannath
University. As a student of business administration, I preferred to complete my internship
program in a service provider Financial Institution like Bank. So the author is placed at EBL,
Banasree Branch for a period starting from December 14, 2016 . On basis of the experience
gathered from different departments of EBL, I am highly interested to work on employee job
satisfaction scenario of this bank and my study title is “Employee job satisfaction On Eastern
Bank Limited: A Study On Banasree Branch”.

1
1.2. Objectives of the Report:

General Objectives:
This study is intended for providing me invaluable practical knowledge about banking operation
system in Bangladesh. The prime objective of the study is to examine the performance of Eastern
Bank Ltd.
Specific objectives:

To the requirement of MBA (Evening) course .

To gain practical job experiences and view the application of theoretical knowledge in
the real life.
To know Eastern Bank‟semployee‟s different queries and query frequencies regarding
salary, facilities, environment, management system.
To identify the satisfaction level of employees.

1.3. Scope of the Study:

As I have working in the Eastern Bank Ltd, Banasree Branch, I got the opportunity to learn
different part of banking system. The supervisor divided the whole banking system in four parts, as
a result I got the opportunity to work in all the four divisions (General banking , Foreign
remittance, Credit and advance Division & Cash Counter). My main concern Employee job
satisfaction level of overall banking.

1.4. Methodology:
The report has been prepared on the basis of the experience gained during the period of the
internship. Here both quantities and qualitative data are included. However, this report is
basically qualitative in nature. The important feature of the report is the use of both primary and
secondary data. The data is collected from two sources:
1.4. Primary Source:
Personal experience by MEET and GREET with employee.
Data collected through questionnaire.

2
 Personal experience gained by visiting different desks.
Personal investigation with bankers.
1.4.2 Secondary Source:
Different “Procedure Manual” published by The Eastern Bank Ltd.
Publications of Journal.
Internet.
Annual Report.

1.5. Limitations:
The report has been done from the primary and secondary sources but it requires long time to
acquire to the real experience. But with the cooperation of my supervisor it has becomes possible
to complete the research work within the time limit. The limitations of the study is given bellow:
As a financial organization the bank used to maintain confidentiality of their valuable
data. As a result the study is mostly done depending on official files and annual reports.
Because of time shortage, various related areas cannot be focused in depth.
Lack of proper knowledge about using various statistical tools.
Recent data information on different activities was unavailable.
It was very difficult to verify the accuracy of the collected data. Available data also could
not be verified.
The bank officials are very busy and they could not able to give me enough time for
discussion about various topics.
Though there are some limitations I have tried my level best to collect adequate data and
information to make the report meaningful.

3
2.0ORGANIZATIONAL PREVIEW

2.1.Background of EBL:
The Bank was initially emerged in the Banking scenario of the then East Pakistan as a Foreign
named BCCI in 1982 under Bank Companies Act 1913. After independence, this
Bank was nationalized as per policy of the Government and renamed as Eastern Bank in 1992.
Subsequently due to changed circumstances this Bank was denationalized in the year 1992 as a
private bank and renamed as Eastern Bank Limited. The Government of the People's Republic of
Bangladesh handed over all assets and liabilities of the then BCCI to the Eastern Bank
Limited. It is a 100% indigenously largest private commercial bank through its branch network
all over the country.
This bank offers the full range of banking services for personal and corporate customers,
covering all segments of society within the framework of Banking Company Act and rules and
regulations laid down by our central bank. All activities of the Bank including its products and
services are mainly for different economic groups of Bangladesh at home & abroad. The general
public of Bangladesh now holds 46.77% of the share capital of the Bank. Directors of the bank
having vast experience in the field of trade and commerce own 28.88% of the share capital and the
rest is held by others like government, non-resident Bangladeshi etc.
The authorized capital and the paid up capital stood at Tk. 2200 crore and 880.37 crore
respectively at the end of 2017. At present, EBL is the largest private commercial bank having 83
branches and it has the largest real time centralized online banking network.

4
2.2Vision and Mission:

Vision:
The vision of EBL is to provide customer centric lifelong banking service with strong
commitment to corporate social responsibility.

Mission:
The mission is to be the most respected and preferred brand among all financial service providers in
Bangladesh and to provide a superior value proposition to the customers by fulfilling‟s their
financial needs in the fastest and most appropriate way.
PBL is also committed to provide world class finance, capital and risk management product
bundled with diversity and to build an empowering organization with the structure, career
development, training and rewards to ensure the vision is achieved.
2.3 About Eastern BankBanasree Branch
I have done my Internship at Banasree Branch. Banasree branch of Eastern Bank started at 1972.
The Branch is located at Banasree C Block ,Road NO:2 , Rampura,Dhaka. The branch has
efficient human resources that can meet up customer‟s needs. Otherwise workload is distributed
properly. Besides, interpersonal relationship is remarkable. Most noted strength is customer
service. Prompt, cordial & enthusiastic service satisfies most of the customers. Flexible banking
service attracts more clients doing banking transactions with customer.

5
2.4. Organogram of Banasree Branch

MANAGER

DEPUTY

MANAGER

GENERAL LOAN AND FOREIGN CASH

BANKING ANDVACE REMITTANCE COUNTER

SO & SO(Senior
PO (Principal PO &
INCHARGE Officer)
Officer) INCHARGE

SO (Senior OFFICER
SO (Senior SO (Senior
Officer) (Senior Officer)
Officer) Officer)

OFFICER JUNIOR
JUNIOR OFFICER
OFFICER OFFICER

2.5. SWOT Analysis of Eastern Bank Ltd

In order to analyze and compare Customer service and operation Unit of Eastern Bank with its
local peers, a SWOT analysis have been conducted through some in-depth interviewing of some
of their officers. In the process of making a SWOT, employees point out some major strength
and weaknesses as well as some threats and opportunities regarding the various issues of the
Bank such as -

6
• Service level
• Organizational identity
• Operational efficiency
• Technology
• Employee efficiency etc. along with many other issues.
SWOT Analysis at a glance
STRENGTHS WEAKNESSES
Strong corporate identity Absence of strong marketing

Strong employee bonding and activities

belongingness More innovative products must

Enthusiastic workforce be offered

Sophisticated automated Discouraging small

entrepreneurs
system.
Network of Branches

OPPORTUNITY THREAT
Acquisition Upcoming banks
Country wide network Similar products are offered by
Experienced manager other Banks
Huge population Industrial downward trend due
Weak marketing message by to recession, inflation and
local and foreign banks unemployment
Fluctuating exchange rates

7
2.6 Corporate Profile:
(Source: Annual Report 2017, EBL.)

Registered Name PBL

Legal Status Eastern Limited Company
Founded 30 june 1982 (Dhaka, Bangladesh)
Authorized Capital BDT 2000,00,00,000
Paid up Capital BDT 880,37,38,120
Product General Banking services, Consumer
Banking, Corporate Banking, Lease
Financing , SME and Trade Financing,
Personal banking, Islamic banking

No. of Branches 83
No. of employees 2073
No. of ATM Booths 103
Table 1: Corporate Profile

2.7. Management Structure:

The fifteen members of the Board of Directors are responsible for the overall policy guidelines
and the strategic planning of the Bank. There is a management Committee comprised of 5 senior
management members to discuss relevant agenda and take appropriate decision for running the
bank smoothly. Besides, there is an Audit Committee in the Board to oversee compliance of
major regulatory and operational issues. There is also an Asset Liability and Risk Management
Committee comprising member of the Senior Executives headed by the Managing Director &
CEO to look into all operational functions and Risk Management of the Bank. Further, there is a
credit committee consisting 5 members to act as a recommending body for approval of loan
proposal for sanction, renewal and enhancement in a rational manner. The CEO and Managing
Director, Deputy Managing Director and Head of Divisions are responsible for achieving
business goals and overseeing the day to day operation. The CEO and Managing Director is
assisted by a Senior Management Group consisting of Deputy Managing Director and Head of
Divisions who supervise operation of various Divisions centrally and co-ordinates operation of
branches.

8
 Chart 1: Management Structure

Corporate structure ( Board of Director) Organogram:

The highest level Managers

Chairman

Directors

Managing director & CEO

Chief Financial Officer

Company secretary

9
Corporate structure ( Management team) Organogram:

The next level Managers

Managing Director

General Manager (GM)

Consultant

Deputy General Manager ( DGM)

Assistant General Manager (AGM)

2.8. Activities of EBL:

The EBL engages in wide range of activities from small scale lending to large industrial project
financing. It performs different activities including general banking services, Retail Banking,
Corporate Banking, personal loans, lease financing SME financing, Trade finance, Islamic
banking etc. For efficient distribution of their services, they have been providing online banking
services to meet diverse demands of changing market scenario.

10
The major activities of the EBL has been specified bellow:

Deposits Loans and advances Trade finance Other services

Current account Project loan Export LC Demand draft
Savings account Personal loan Import LC Pay order
Short term Cash credit Back to Back Selling and
deposits House Building L/C buying foreign
Fixed deposit Finance EDF LC currency
Special Notice SME financing Loan against Lease financing
Deposit (SND) Car Loan Eastern Receipt Islamic Banking
Eastern bank Flat Purchase Loan Packing Credit SME Financing
Double Benefit
Household Durable Documents Green banking
Scheme
Loans against
Secured loan Payment (D/P)
Fast Loan Loan Against
Imported
Merchandise
Foreign Bill
Purchase
(FBP)

Table 2: Activities at a glance

11
2.9 Interest rate of EBL
2.9.1. Deposit interest Rate

SL Product Description Interest Rate

01. Saving Bank Account 3.00%
02. Special Notice Deposit Less 1 Crore 2.50%
1 Crore or above but less 25 Crore 3.00%
25 Crore or above but 50 Crore 4.00%
50 Crore or above but 100 Crore 4.50%
100 crore or above 4.50%
03. Deposit Pension Scheme 12.00%
04. Eastern Pension Scheme 3 Years 6.00%
5 Years 7.00%
7 Years 7.50%
10 Years 8.00%
05. Eastern SanchayProkalpo 5 Years 7.00%
10 Years 8.00%
06. Miollianire Scheme 10 Years 8.00%
07. Double benefit Scheme 10 Years --%
08. Monthly Profit Based FDR 5 Years 7.00%
09. Eastern student Sanchaya scheme 7.00%
10. Student file 7.00%
11. Fixed Deposit Receipt 1 Month, Any amount 4.00%
3 months , any amount 6.00%
6 months , above 10 lac amount 8.00%
12 months and above, above10 lac amount 8.50%

2.9.2. Advance interest Rate

SL Product Interest Rate

01. Cash Credit 12.00%
02. Over Draft 12.00%

12
03. Secured Over Draft 12.00%
04. Inland Bill Purchase 14.00%
05. Payment Against Document 12.00%
06. Loan Againt Imported Mercendise 12.00%
07. Loan Against Trust Received 12.00%
08. EBL General Residence 11.00%
Commercial 11.00%
Eastern Mortgage 11.00%
09. All Export Loan 7%
10. Agri Credit and Medium Industries Loan 11%
11. Non Residence Credit Scheme 12%
12. Loan Against FDR(Other Bank) 10.00%
13. Loan Against FDR(Own Bank) Above 2% pledged FDR
14. Loan Against DPS Above 2% pledged DPS
15. Loan Against Secured Mortgage 15%
16. Loan Against Transport 12.00%
17. Term Loan 12.00%
18. Loan Against LCI 15%
19. Flood Loan 14%
20. Loan Against PPS Above 2% pledged PPS
21. Loan Against PSP Above 2% pledged PSP
22. Loan Against other Securities 15%
23. Loan Against SSP Above 2% pledged SSP
24. Education Loan Eastern Employees 8%
Others 12%
25. Loan Agri University Special 15%
26. Miscellaneous Sector 15.50%
27. Consumer Credit Scheme - Car Interest 9%, Agent Com 3%, Risk Fund 0.50%
28. Consumer Credit Scheme - Flat Interest 10.00%,Agent Com 1.50%
29. Consumer Credit Scheme - House Hold Interest 11%, Agent Com 3%, Risk Fund 2%
30. Consumer Credit Scheme - Medical Equipment Interest 10%, Agent Com 3%, Risk Fund 1%

13
31. Consumer Credit Scheme - Primary Teacher Interest 11%, Risk Fund 1%
32. Personal Loan Interest 10%, Agent Com 3%,Risk Fund 1%
33. Eastern Star Salaried Executives **Interest 10%,Risk Fund 1%
Self/Business Man Interest 11.00%, Risk Fund 1%
34. EBLMukti Interest 10.00%
35. Lease Financing Scheme 10.00%
36. Eastern uddom 11.00%
37. Eastern Augrim 10.00%
38. Eastern unnoti 10.00%
39. Eastern Udoy 10.50%
40. Eastern Uddipon 10.00%
41. Eastern Asha(Women) 9%
**Persons having salary account with Eastern Bank Limited will enjoy 1% less than the prevailing interest rate as usual

14
2.10.Financial Highlights:

Chart : financial highlight

Year 2013 2014 2015 2016 2017

Total asset 157153.71 192947.93 228533.77 248386.50 285462.25

Total 139870.57 174143.23 208228.27 226539.05 261247.25
liabilities
Shareholder’s 17283.14 18804.70 20305.50 22859.38 24875.11
equity
Authorized 10000 20000 20000 20000 20000
capital
Paid-up 6707.61 8384.51 8384.51 8803.74 8803.74
capital
Earnings-- 3.75 2.10 2.62 3.49 3.29
per share
(BDT in million)
Table: financial Highlights

15
2.11. Distribution of Branches
EBL has 83 branches, 05 SME service center, and 03head office, 3 AD Branches, 196 ATM 19
Dropbox . Branches are divided into 8 regional zones in Bangladesh. The distribution of the
branches is shown below:

Zone Branches
Dhaka 41
Chittagong 23
Sylhet 6
Khulna 3
Rajshahi 2
Rangpur 1
Barisal 1
Comilla 1

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3.0 Internship Job Description

As an intern student, I have performed numerous activities in EBL. Within my 90 working days, the
employees of this bank have tried to give me an idea of the overall function of BananreeBranch.
Specially I have worked in four departments‟ i.e. General Banking, Foreign Remittance, loan and
advance department, and Clearing and Posting Department / Cash. The task performed by me in
every department has been included bellow:

General Banking Department:

I have worked in the general banking department for first 1 month. The major function of general
banking are Accounts opening section, Deposit section, Cash section, Accounts sections, Check
book requisition, Check book issue and release, Transfer of account, closing of account, pay
order issuing. The general banking division mainly deals with the customer service and cash
services. In this department I have done all of these activities.

Foreign Remittance Department:

I have worked in the Foreign Remittance department for next 15 days. The main function of this
department is to pay remittance from ten exchange house. At first, they collect pin number and
photocopy of NID from customers and know about the transaction. If NID verification is
successful, they fill up the form and make vouchers. After making voucher, it is provided to
customer to collect remittance from cash counter. I have learnt all activities of foreign remittance
department.

Loans and Advances Department:

My ten working days have been passed in the Loans and Advances Department. This department
perform various function for providing loans and advances to customers such as issuance of
different types of loan proposal form, Accepting proposal for loan and advances, recommend a
customer for providing loan and advances and pay loan and advances. My main task of this

17
department was to filling up the loan proposal form and checking different proposal form at the
time of summiting by customers.

Clearing and Posting Department:

I have passed a long time of my internship in the clearing and posting department. This clearing
department receives all kinds of Cheques in favor of the client for clearing as the part of their
banking service. After receiving the Cheque it is necessary to endorse it and cross it specially.
The posting department receives online cheques to transfer the amount in Eastern bank Branches
on behalf of the clients. My main tasks of this department was to receive all cheques of Inward
and Outward Bills for Collection and transfer the amount in another branches on behalf of the
clients.

My overall learning experience of internship at several departments can be summarized has been
summarized following table :

Specially responsibilities of Difference aspects of job Critical observation

the job performance

Dealing with It helped me to learn Working environment

customer banking activities. was excellent
Assisting employees in It has enhanced my Employees are very
their day to day knowledge much helpful.
operations. I was able to complete
Maintaining different almost every task
register . successfully.
Computing posring of
transactions.
Sorting of check
voucher

18
4.0.Theoretical overview of employee‟s job satisfaction

4.1.The Concept of Employee Job Satisfaction

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. Research
Employees differently described the factors contributing to job satisfaction and job dissatisfaction.
(Green & Heywood 2008).

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”
[1]. 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” [2]. There are three major theories of job
satisfaction viz, (Hoppock 1998).

i) Herzberg‟s Motivation-Hygiene Theory.

ii) Need Fulfillment Theory.
iii) Social Reference Group Theory.

Smith Kendall and Hulin have suggested that there are five job dimensions that represent
the most important characteristics of a job about which people have affective responses,
these are:

i) 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.
19
ii) Pay: The amount of financial remuneration that is received and the degree to
which this is viewed as equitable vis-a-vis that of others in the organization.

iii) Promotion opportunities: The chance for advancement in the hierarchy.

iv) Supervision: The ability is on the supervision to provide technical assistance

and behavioral support.

v) Co-Employees: The degree to which follow Employees 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.

4.2 Determinants of Job Satisfaction

According to Abraham A. Korman, [3] there are two types of variables which determine the job
satisfaction of an individual. These are:

• Organizational variables, and

• Personal variables.

4.2.1 Organizational variables :

i) 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.

ii) 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.

20
iii) Considerate Leadership: People like to be treated with consideration. Hence considerate
leadership results in higher job satisfaction than inconsiderate leadership.

iv) 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.

v) Interaction in the Workgroup: Here the question is when the interaction in the workgroup a
source of job satisfaction and when it is not? Interaction is must satisfying, when (Abraham A.
Korman 1991).
_ It results are being accepted by others.
_ It facilitates the achievement of goals.

4.2.2 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.
i) 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.

ii) 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.

iii) 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.

21
iv) 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.

Figure: Factor affecting employee‟s job satisfaction in banking sector

4.3. Benefits of Employees Job Satisfaction

• One benefit of employee job satisfaction survey is that they give management an indication
about the general level of satisfaction in a company. Survey also indicates specific areas of
satisfaction and dissatisfaction.

• Improved communication is another benefit of the survey.

22
• An unexpected benefit from a job satisfaction survey is improved attitudes. For some
employees the survey is improved attitudes. For some employees the survey is a safety value, an
emotional release, change to get things of their chests.

• Job satisfaction survey can help discover the causes of indirect productivity problems such as
absenteeism, turnover and poor quality of work.

• Another benefit of job satisfaction survey is that it helps management assessing training needs.

• A job satisfaction survey is an indicator of the effective system of organizational reward

system.

• One of the best uses of the job satisfaction survey is in the evaluation of the impact of
organizational changes of the employee‟s attitude.

23
5.0.Analysis and findings of employee‟s job satisfaction
A summary of some of the questionnaire that are given out to see whether they want to stay in
their jobs.

Section A: Employee satisfaction

The figure shows below:

1. I think my job satisfaction level within the Department is high in the bank.

Table 1:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 0 2 5 8 1
respondent
percentage 0 13 31 50 6

From the table above and graph charts above point out that 16 respondent representing 13%
percent of the employees said that they feel dissatisfied within the department, 31% percent are
neutral, 50% percent satisfy within the department and 6% percent strongly satisfy within the

24
department. Mostly higher level employees think that their department is a little bit facing risk
where most of the decision making process is involved in their work . In front desk cash and
accounts department feel high risk within the department.

2. I am satisfy with the overall job security.

Table 2:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 1 5 8 2 0
respondent
percentage 06 21 31 13 0

About -I satisfied with the overall job security. 50% of employees are neutral about the overall job
security according to their job rules whereas 31% are disagreed with the overall job security
because of the new comers. They had a fear to lose their job at any time from the order of the
higher level officers. 13% are agreed because they have the satisfaction of not to lose their job in
any condition.6% are strongly dissatisfy because it is private sector job.

25
3. I am satisfy with the opportunity of the bank.

Table 3:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 0 3 4 7 2
respondent
percentage 0 19 25 44 12

From the analysis of opportunity of the bank 19% employee are disagree with the bank
opportunity because some employee are new ,they cann‟t get proper opportunity as like as
experience employee.25% of employee neutral and most of the employee are agree with the
bank‟s opportunity.12% employees get highly opportunity from the bank.

26
Section B: Salary

1. I receive appropriate recognition and compensation for my contributions.

Table 4:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 2 5 5 2 2
respondent
percentage 13 31 31 12 13

When the employees are asked about receiving appropriate recognition for their contributions,
among 16 employee of Eastern Bank Ltd, Banasree Branch, Dhaka 13% are strongly agreed and
strongly disagreed. Whereas about 12% are agreed with for receiving appropriate recognition for
their contributions but about 31% employees are disagreed and think that they are receiving
recognition for their contribution for lacking of proper management of the branch. 31%
employees are neutral about that fact because of getting less recognition for their contribution.

27
2. I am satisfy regarding incentive and bonus.

Table 5:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 0 0 4 10 2
respondent
percentage 0 0 25 62 13

In the teams show that 0% employees are strongly dissatisfied and dissatisfied. So
employees are so happy to get incentives and bonus where 13% of employees are strongly
agree and majority employees which is 62% are agree with the terms because they can fulfill
their target.25% of employees are neutral because they compare other organizations.

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3. I am satisfy with comparing fourth generation bank.

Table 6:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 0 1 1 6 8
respondent
percentage 0 6 6 38 50

In the above graph show that 6% employees feel dissatisfied because some fourth generation
bank provide high salary.6% of employees neutral because they do able to analysis with
fourth generation bank. 38% of employees are agreed and 50% of employees are strongly
agreed with satisfaction because fourth generation bank is low job security and if anyone
cannot fulfill target ,one can easily lost one‟s job.

29
4. I think promotional opportunities are handle fairly.

Table 7:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 1 3 5 5 2
respondent
percentage 6 19 31 31 13

Most of the employee remain that they are neutral and agree with promotional activity handle
fairly because they get promotion their sincere activity with the organization . But 6% of
employee strongly disagree and 19% of employee disagree with the promotional activity of
the organization .they are face to illegal promotion activity where related to high authority of
the organization.

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5. Employees get reward bests performance like good relation with customer, contribute to
increase profit.

Table 8:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 10 3 3 0 0
respondent
percentage 62 19 19 0 0

From the above analysis we find that 62% of employee are strongly disagree with the above
matter. the organization do not provide reward for their best performance in the department
.it creates dissatisfied an employee. None of them are not remain agree and strongly agree
with the matter.19% of employee are neutral because they are new in the organization.

31
Section C: Environment

1. I am satisfy with the company as a place to work.

Table 9:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 0 2 4 7 3
respondent
percentage 0 12 25 44 19

About 19% employees are strongly agreed with the satisfaction to find the company as a suitable
place to work as a response of work place satisfaction. They positively ansared as they believe
that the office environment is perfect for them. 44% employee of Eastern Bank Ltd., Banasree
Branch, Dhaka was agreed with this fact because they found the office place as standard as to
work. They think that the entire branch has good office environment and employees to work
with. 25% employee of this branch are neutral because they think that their work place is good
but it could be better with broad floors, facilities, and decoration which will help them to reduce

32
the monotonous work life and bring enjoyment to their jobs.12% employees are disagree because the
come from remote area.
2. I am satisfy with the professionalism of the people with whom I work.

Table 10:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 0 2 1 5 8
respondent
percentage 0 13 6 31 50

In case of ―i satisfy with the professionalism of the people with whom you work.‖ most of the
employees which is about 6% are neutral, 50% are strongly agreed & 31% are agreed that they are
satisfied with the professionalism of the staffs with whom he or she works. But 13%
employees of Branch are disagreed because Behaviors and attitudes of few employees never
show that they are professional in this branch

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 3. I feel flexible with the team spirit in my work environments

Table 11:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 1 1 6 5 3
respondent
percentage 6 6 38 31 19

About flexibility of team spirit in work environment 19% of staffs strongly agreed, 6% of staffs
strongly disagree and 6% of the staffs disagreed. 31% of the staffs are agreed because they
feel flexible with the team spirit in their work .But 38% of the staffs are neutral about this fact
because from their point of view senior level staffs treat junior level staffs as less experienced for
the team work. So that executive level of employeesdoesn„t feel flexible to work with fresher.

34
Section D: Facilities

1.the bank provide the proper tools and training to perform my Department
Table 12:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 0 4 5 5 2
respondent
percentage 6 6 38 31 19

This study examined the use of tools and training program evaluation results in EBL. Eastern Bank
,this study attempted to determine the purposes, and utility of training program and uses of tools.
13% percent employee opine that the present training program and adequate tools are more
sufficient , while 31 percent opine that arrangement of tools and training is sufficient . 31% was
neutral because some employee are new in the bank ,they have not proper knowledge about it.
Rest of 20% are disagree because they have practical knowledge about it .

35
 2. The bank provide sufficient holiday for the employee.

Table 13:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 0 2 7 4 3
respondent
percentage 0 12 44 25 19

About bank provide sufficient holiday for the employee 19% of staffs strongly agreed, 0% of
staffs strongly disagree and 12% of the staffs disagreed. 25% of the staffs are agreed because they
feel flexible comparing other organization .But 38% of the staffs are neutral about this fact because
from their point of view Banasree branch is a AD branch so some employee do not get holiday in
Saturday for office requirement .

36
 4. I feel staffing levels in my department are adequate .

Table 14

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 1 2 6 5 2
respondent
percentage 6 12 38 31 13

About 13% employees are strongly agreed with the satisfaction to adequate staff of the
department. They positively ansared as they believe that the office staff is perfect for them. 31%
employee of Eastern Bank Ltd., Banasree Branch, Dhaka was agreed with this fact because they
found the office staff as standard as to work. They think that the entire branch has good office
employees to work with. 38% employee of this branch are neutral because they think that
employee are adequate but it could be better if appoint more experiment employee which will
help them to reduce risk .12% employees are disagree because they are not free with other
employee.

37
Section E: Management system

1. I think the management style of this bank is modern.

Table 15:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 2 4 5 5 0
respondent
percentage 13 25 31 31 0

In case of ―i think management style of this bank is modern. most of the employees which is
about 13% are strongly disagree, 25% are disagree & 31% are neutral that they are dissatisfied
with the management style with whom he or she works. But 31% employees of Branch are
disagreed because they know about modern style of bank, normally fresher are more active about
modern banking style.

38
 2. I feel management allow me to perform my job effectively .

Table 16:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 0 1 3 7 5
respondent
percentage 0 6 19 44 31

About the question ―I feel management allow me to perform my job effiectively among 16
employees, 44% employee of Eastern bank Ltd., Banasree branch, Dhaka agreed with this opinion
about management are acting as a positive role model to them. 19% of employee remains neutral
about it and about 31% of employee strongly agreed with it. Most of the employees of Eastern
Bank ltd which is about 44% agreed because the management that they had from the beginning of
their job are so active, professional and helpful. 19% of employee are neutral because they are
fresher and don„t get that chance to learn from the management.

39
 3. I satisfied with the current evaluation process/ rule of this organization

Table 17:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 3 7 4 2 0
respondent
percentage 19 44 25 12 0

Some interesting response came from the participator when they answer about their values in the
Company. According to this question employee of Eastern Bank Ltd., respond differently. Among
16 of employees 19% are strongly disagreed, 44% disagreed, and 25 % are neutral. Here 13%
employee agreed and 25% neutral because they think that senior level staffs overlook to take their
views in real life and their active participation in any project is recognized as well in Eastern Bank
Ltd, Banasree Branch, Dhaka.

40
 4. I think that the leaders in my organization are positive role models to me.

Table 18:

Respondent Strongly Disagree Neutral Agree Strongly

disagree agree
Number of 0 1 3 9 3
respondent
percentage 0 6 19 56 19

About the question ― I think that the leaders in my organization are positive role models to me.
Among 16 employees, 56% employee of Eastern bank Ltd., Banasree branch, Dhaka agreed with
this opinion about their leaders are acting as a positive role model to them. 19% of employee
remains neutral about it, 6% of employee disagree about it and about 19% of employee strongly
agreed with it. Most of the employees of Eastern Bank ltd which is about 56% agreed because the
leaders that they had from the beginning of their job are so active, professional and helpful.

41
6.0.Recommandations

The study finds that every employee wants to see his or her place in good condition. But the
good condition of his or her largely depends on his or her harmonious relation with the bank. So,
it can be suggested that the bank„s policies should be made to give equal opportunities for all
staffs. It is realized that financial security from the job really motivates the staff to be more
professional and dedicated to their service. With the practical exposure in Eastern Bank Ltd for
just ten weeks, with little experience in the bank in comparison with vast and complex banking
system; it is not so easy to recommend some suggestion to enhance the performance level of the
organization. In spite of that, some probable solutions were found of the identified problems on
the basis of collected data, observation, expert staff opinion and own knowledge and judgments.
The necessary steps are recommended below:
The compensation should increase so that they can matches their compensation with their
responsibility.
Eastern Bank Ltd should ensure the overall job security to the employee by a contract sign.
Eastern Bank Ltd Bank should give more attention to personal accomplishment and
recognition of the employee to increase the level of job satisfaction.
Eastern Bank Ltd can give attention to the office decoration so that employee can stay
with comfort and relax to work there as a place.
Managers should concern about the facility and demand of junior level of employee
rather than selective officers by removing biasness.
Eastern bank ltd should care of promotional opportunity so that employee get the
opportunity fairly.
The bank should give reward for best performer who try to best for increasing profit in
his/ her branch and create good relation with the customer.
The bank can keep option individual work for flexibility.
In the bank has no parking system.so need to consider about it.
As a AD branch , employee do not get more holiday. So bank should consider it.
Rules and regulation is needed to update and management style also need to update
consider forth generation bank.

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7.0. Conclusion

Job satisfaction is always important in the present day business world. It cuts very good figure in our
everyday communication because job satisfaction can help the organization motivate the working
team but to determine the level of job satisfaction is dependent on a wide range of variables.
These variables are not same at all organizations and institutions. Even patterns of organizations
and policies determine the job satisfaction of the staffs. Unlike organizations in the developed
world, in Bangladesh the study of job satisfaction has not attracted the potential employers,
notwithstanding, significant number of companies have realized the fact that the growth and
timely assurance of the investment, to a large extent, depends on how the employer has succeeded in
ensuring the job satisfaction of the employees.
This report was based on the findings that the researcher found and gained through her
association with the Eastern Bank Ltd. Banasree branch, Dhaka. It is found in this study that job is
inevitable part of the staffs. Despite differences in their works and support, they are satisfied in
their job.

43
References:

Green, C; & Heywood, J.S 2008, Does performance pay increase job satisfaction? Economica,
75, pp.
Robbins, D 1997, “Organization Development” Joseph Huber (ed), Human Resource
Management, JC
Thakur, M 2007, Job Satisfaction in banking: A study of private and public sector banks, The
ICFAI journal of bank management, 6(4), pp. 60-68.
Robbins, D 1997, “Organization Development” Joseph Huber (ed), Human Resource
Management
An article on Human Resource Management, 2005; viewed 26 October 2013,
Eastern Bank Ltd. (2017). Annual Report 2017. Dhaka, Bangladesh. Retrieved February 28. 2018
http://www.Eastern bank .com/AnnualReport.php
https://www.Eastern bangla.com/
https://www.Eastern bank.com/Interest_Rates.asp

44
Appendix:
QUESTIONNAIRE

“A SURVERY ON EMPLOYEE JOB SATISFACTION ON EASTERN BANK LTD: A STUDY

ON BANASREE BRANCH”
( N.B: Information collected through this questionnaire will be kept confidential and be used only academic as well as
research purpose)

Respondent‟sinformation‟s

Name ( not obligatory) :……………………………………………………………………………..

Institution‟s Name :……………………………………………………………………………
Designations :……………………………………………………………………………..
Department :…………………………………………………………………………….
Length of work :……………………………………………………………………………..

Age : 18 to 30 31 to 40 41 to 50 51 to above

Gender : Male Female

Martial status : Single Married

Educational(final degree) :……………………………………………………………………………

Assessment the degree of satisfaction of services offered by the bank

The following question aims to assess the degree of satisfaction of service offered by the bank.
Please indicate your opinion by circling the appropriate number using the scale below:

1 2 3 4 5
Strongly disagree disagree Neutral Agree Strongly agree

SECTION-A Employee satisfaction 1 2 3 4 5

I think my job satisfaction level within the
Department is high in the bank.
I am satisfy with the overall job security.

45
I am satisfy with the opportunity of the bank.

SECTION-B Salary 1 2 3 4 5
I receive appropriate recognition and compensation
for my contributions.
I am satisfy regarding incentive and bonus.
I am satisfy with comparing fourth generation bank.
I think promotional opportunities are handled fairly.
Employees get reward their bests
performance like good relation with
customer, contribute to increase profit

SECTION-C Environment 1 2 3 4 5
I am satisfy with the company as a place to work.
I am satisfy with the professionalism of the people
with whom I work.
I feel flexible with the team spirit in my work
environment.

SECTION-D Facilities 1 2 3 4 5
The bank provide the proper tools and training to
perform my job.
The bank provide sufficient holiday for the
employee.
I feel staffing levels in my Department are
adequate.

SECTION-E Management System 1 2 3 4 5

I think the management style of this bank is
modern.
I feel Management allow me to perform my job
effectively.
I satisfied with the current evaluation Process /rule
of this organization .
I think that the leaders in my organization are
positive role models to me.

46