the report on employee satisfaction / job satisfaction of National Bank Ltd.

1. An Internship report on
Employee Satisfaction Of
National Bank Limited
Jatrabari Branch
Submitted To
Saleh Md. Arman
Assistant Professor
Dept. of Business Administration
School of Business, MIU
Submitted By
Shekh Ishtiak Ahamed
ID- 1234BBA02256
MANARAT INTERNATIONAL UNIVERSITY,
BANGLADESH
Submission Date : 3rd
December

2. An Internship report on
Employee Satisfaction Of
National Bank Limited
Jatrabari Branch
Submitted To
Saleh Md. Arman
Assistant Professor
Dept. of Business Administration
School of Business, MIU
Submitted By
Shekh Ishtiak Ahamed
ID- 1234BBA02256
MANARAT INTERNATIONAL UNIVERSITY,
BANGLADESH
Submission Date : 3rd
December

3. Chapter Particulars Page No
Title page 1-2
Letter of Transmittal 3
Acknowledgement 4
Executive Summary 5
Chapter-1
Introduction 06
Origin of the Study 06
The Flow Chart of the Study 06
Objective of the Study 07
Broad Objective 07
Specific Objective 07
Methodology of the Study 08
Questionnaire 09
Scope of the Report 09
Limitations of the Report 10
Chapter-2
Organization Overview 11
Goals 11
Vision 12
Mission 12
Core Values 13
Commitment 14
SWOT Analysis 16
SWOT Analysis at a glance 17
Strengths 18
Weaknesses 18
Threats 20
Chapter- 3 12
Literature Review 21
Job satisfaction- organization’s view 21
Job satisfaction- employee’s view
22
Job Satisfaction Model
23-24
Chapter- 4
Analysis and Findings
25
Questionnaire On
26-38

5. Letter of Transmittal
3
rd
December
To
Saleh Md. Arman
Assistant Professor, MIU
Subject: Submission of Internship Report on Employee Satisfaction.
Dear Sir,
This is my pleasure to submit my term report entitled “A Report on Employee
Satisfaction of National Bank Limited”.
.
This report gave me an opportunity to have a practical experience to the working
environment & activity of the Banking Sector through National Bank Ltd. at Jatrabari
Dhaka. I have acquired a good knowledge on its General banking and Foreign Exchange
department.
In the report, I tried to mention briefly about general Banking, Foreign Exchange and
thoroughly described about improving customer service and overall performance of
National Bank Ltd.
With your intelligent and kind supervision I believed that the knowledge and experience
that I gathered during term project period would help me in future. I will always be
available for any clarification that you may require.
Sincerely yours,
Shekh Ishtiak Ahamed
ID: 02256

6. Acknowledgment
All praises are due to Almighty Allah who enabled me to complete this report. This
Report entitled “An Internship report on Employee Satisfaction of National Bank
Limited ”.
The study has been successfully accomplished along with considerate support and
continuous guidance of few people. This is the utmost pleasure of mine to show
sincere appreciation towards those individuals.
First of all, I would like to express my gratefulness to my respected supervisor
Saleh Md. Armann Assistent Proffesor of MIU , Bangladesh for his support in every
area of this research.
Particularly, I would like to acknowledge gratefully to Mst. Ferdousi Aktar (senior officer-
Foreign Exchange Dept.), Mr. Md Mamunur Rahman (Senior Principal Officer), & Mr.
Mohammad Saydur Rahman (Officer- Foreign Exchange Dept.) and Mr.Mohammad Zahir
(Officer- Foreign Exchange Dept.) , who gave me some special directions, information and
advice about various banking systems and procedures from time to time.
I am grateful to all concerned persons who provided valuable guidance, suggestions and
advices in collecting information, analyzing and preparing the report. I am particularly
indebted to them whose efforts and cordial cooperation made the report possible.

7. Executive Summary
National Bank Limited is running its business successfully in Bangladesh from March
28, 1983 onwards. This study is the result of my internship program ran for the past
three months placed at the National Bank Ltd. Jatrabari Branch, Dhaka. It has already
developed reputation among the users. The bank operates its all products as the Jatrabari
Branch is middle of the city. As a result the branch has to deal with commercial and
non-commercial clients. Therefore, the branch has all level of employees of the bank.
Employee satisfaction is the terminology used to describe whether employees are happy
and contented and fulfilling their desires and needs at work. Many measures purport
that employee satisfaction is a factor in employee motivation, employee goal
achievement, and positive employee morale in the workplace.
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 National Bank
Ltd. Jatrabari 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
National Bank Ltd, Jatrabari Branch.
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.

8. Chapter One
Introduction
1.1 Background of the Study
Academic course of study benefits us in a real sense when it has practical applications in our life. When
students engage themselves in practical fields to make proper use of their theoretical knowledge, they
come to realize the benefits of that knowledge. Such an application is possible through an internship
program. I had the opportunity to work in one of the country’s leading commercial banks named
“National Bank Ltd” and my report topic was “Employee Job Satisfaction of National Bank Ltd”.
Banking is an important segment of the financial infrastructure of any country. There are mainly two
types of banking- commercial banking and investment banking. Commercial banks raise funds by
collecting deposits from customers and by lending that deposited amount to other customers in exchange
of high interest rates. Like other commercial banks, National Bank Ltd is also operating its business in
this way and is now a leading commercial bank in Bangladesh.
1.2 Origin of the Report
This report is based on an internship program. National Bank Ltd. arranges internship program
with a view to providing the students with practical knowledge which they did not acquire
throughout the BBA program.
I was instructed by Saleh MD. Arman, Assistent Professor, Department of Business
Administration, Manarat International University to submit a report on Job satisfaction.
1.3 Scope of the Report
This internship program provided me with the opportunity to gather practical experiences and
knowledge about several areas of banking. I got a primary idea about the existing corporate
culture of the country. During the first few weeks of my internship period, I communicated with
all the employees of the Jatrabari branch and subsequently adapted myself with the working
environment of the bank. While preparing this report, I had a great opportunity to have in depth
knowledge of all the banking activities of National Bank Ltd. It has enriched my knowledge and
will help me a lot in future to build up my career in the banking sector.

9. 1.4 Objective of the Study
Broad Objective:
The broad objective of the study is to specific assure job satisfaction of National Bank Limited ,
Jatrabari branch.
Specific Objectives:
The study was conducted with a view to achieving the following secondary objectives:
 To measure the level of job satisfaction of employees with respect to the company.
 To find out the components that prompt job satisfaction of the staffs of National Bank
Ltd. (Jatrabari Branch)
 To know the reasons behind the job dissatisfaction of the employees from the findings.
1.5 Methodology of the Study
With a view to preparing this report, a set of questionnaires was used which helped me to gain
factual information regarding the client satisfaction level. Data needed for conducting the study
have been collected from the following sources:
Primary sources:
 Questionnaire
2

10. Secondary sources:
Secondary sources are the permanent and printed sources of information. This are-
 Annual reports
 Desk report of related department
 Brochures
 Different reference books
 Banker’s training book
 Study of related books
 Internet
1.6 Methods of Data collection:
For data collection - Interview method was used. Interviews were taken with the officers
of Jatrabari Branch of National Bank Ltd. through questionnaire.
 Sampling Method:
 Convenience sampling method has been performed for selecting samples.
 Target population:
 All officers work at Jatrabari Branch, one bank ltd.
 Sample size:
 There were 15 respondents

11. Questionnaires:
1. Are you satisfied with your regular assigned activities?
2. Do you think that the leaders in your organization are positive role models to you?
3. Does the supervisor keeps you well informed about what‘s going on in the company?
4. Do you think that your views and participation are valued in the company?
5. Does the supervisor care most important to you?
6. Are you satisfied with the Professionalism of the people with whom you work?
7. Do you feel flexible with the team spirit in your work environment?.
8. Does your work give you a feeling of personal accomplishment?
9. Do you receive appropriate recognition for your contributions?
10. Does the empowerment influence the quality of your work?
11. Are you satisfied with the ability to maintain a balance between family and work life?
12. Do you think that your compensation matches to your responsibilities?
13. Are you satisfied with the overall job security?
14. Do you receive informal praise and appreciation from your supervisor?
15. Are you satisfied with the company as a place to work?
1.7 Data Analysis & Interpretation: 5Points
1. Scale: Likert scale.
2. Interpretation – Bar Chart &
Pie Chart
1.8 Limitation of the Study:
There are some limitations of the report and therefore it may lack some crucial data. In preparing
the report, I faced some kind of problems which are as follows:
 The primary constrain of the study was insufficiency of information, which was required
for the study. There are some information which the employees can’t provide due to
security and other corporate obligations.
 Due to time limitation, many of the important aspects could not be discussed in the
report. Learning all the functions of a bank within just 90 days is hard enough.
 Since the officers were very busy, they could not provide enough time.

12.  I didn’t have the opportunity to visit more than one branch.
Chapter Two
Organizational Profile
2.1 Banking Industry
A bank is a financial intermediary that accepts deposits channels those into lending activities, either
directly or through capital markets. A bank connects customers with capital deficits to customers with
capital surpluses.Banking is generally a highly regulated industry, and government restrictions on
financial activities by banks have varied over time and location.
2.2 Overview of National Bank Limited
National Bank Limited was incorporated in May, 1999 With the Registrar of Joint Stock
Companies under the Companies Act. 1994, as a commercial bank in the private sector.
The Bank is pledge-bound to serve the customers and the community with utmost dedication.
The prime focus is on efficiency, transparency, precision and motivation with the spirit and
conviction to excel as ONE Bank in both value and image.
The name 'National Bank' is derived from the insight and long nourished feelings of the
promoters to reach out to the people of all walks of life and progress together towards prosperity
in a spirit of oneness.
THIRD GENERATION PRIVATE COMMERCIAL BANK
NBL is a private sector commercial bank dedicated in the business line of taking deposit from public
through its various saving schemes and lending the fund in different sectors at a margin. Proper risk
assessment and compliance is meticulously followed in selection of asset and liability portfolio. The
banks are financing concentrate in both working capital and long term financing.
In the industrial sector, the major concentration of the bank is on the textile and RMG sector. With the
increase exposure to RMG, bank has increased its non-funded business substantially. Bank has taken
initiative to increase exposure in SME for broadening the access of small entrepreneurs to bank credit.

13. With state of art technology, NBL has real time on-line banking facility and has launched Visa debit and
credit card, ATM facility, E-Banking, Mobile banking etc. A full-fledged Disaster Recovery (DR) centre
has been established in Shirajgonj to ensure business continuity of the bank. NBL has introduced
Centralized Loan Administration and Trade Processing centre at Dhaka and Chittagong zone.
2.3 Objectives of National Bank Ltd.
 Bringing modern banking facilities to the doorstep of general public through diversification of Banking
services, thereby arousing saving propensity among the people.
 Foreign a cordial, deep-rooted and firm banker-Customer relationship by dispensing prompt and improved
clientele services.
 Taking part in the development of the National Bank economy through productive deployment of the
Bank's resources as well as patronizing different social activities.
 Connecting clients to modern banking practices by the best application of improved information
technology, so that they get encouraged to continue and feel proud of banking with National Bank Ltd.
 Ensuring highest use of the professional workforce through enhancement of their aptitude and competence.
 Responding to the need of the lime by participating in syndicated large loan financing with like-minded
Bank's of the country, thereby expanding the area of investment of the Bank.
 Elevating the image of the Bank at home and abroad by sustained expansion of its activities.
2.5 Corporate Vision
Ensuring highest standard of clientele services through best application of latest information technology making due
contribution to the National Bank economy and establishing ourselves firmly at home and abroad as a front ranking
bank of the country are our cherished vision.
Vision statement
 To constantly seek ways to better serve our Customers.
 Be pro-active in fulfilling our Social Responsibilities.
 To review all business lines regularly and develop the Best Practices in the industry
 Working environment to be supportive of Teamwork, enabling the Employees to perform to the very best
of their abilities
2.6 Corporate Mission
Efforts for expansion of our activities at home and abroad by adding new dimensions to our banking services are
being continued unrelated Alongside, we are also putting highest priority in ensuring transparency, accountability
improved clientele service as well as to our commitment to serve the society through which we want to get closer
and closer to the people of all strata. Winning an everlasting seat in the hearts of the people as a caring
Companion in uplifting the National Bank economic standard through continuous up gradation and diversification
of our clientele services in line with National Bank and inter Bank requirements is the desired goal we want to reach.

14. Mission Statement:
 To establish National Bank limited as a Role Model in the Banking Sector of Bangladesh.
 To meet the needs of our Customers, Provide fulfillment for our People and create Shareholder Value.

15. 2.7 Business Goal
To patronize, sponsor and encourage games and sports, entertainment and other socio-economic activities, alongside
providing the best services to the clients.
2.8 Line of Business of National Bank Ltd.
 Investment Banking
 Lease Finance
 Investment in Government and provide Security
 Inter Bank Trade Finance (Import, Export)
 Foreign Exchange Dealing (Currency Dealing, Remittance)
 Corporate Finance
 Syndication
 SME Banking
 Personal Banking (Housing Loan, Personal Loan)
 Remittance Operations
2.9 Divisions of National Bank Ltd.
 Audit and Inspection Division
 ATM card division
 Budget & Monitoring Division.
 Credit Card Division.
 Classified Loan Recovery Division.
 Financial Administration Division.
 General Banking Division.
 Human Resources Division.
 Information System & Technology Division.
 Law & Recovery Division.
 Marketing Division.
 Public Relations Division.
 Reconciliation Division.
 System & Operation

16. 2.10 Products of One Bank Ltd.
 Deposit Products
 Pyramid Savings
 Elegant Savings
 Quick Millionaire
 NRB Savings Plus
 Pensive
 Edusave
 Marrysave
 One-Two-Three
 School Banking
 Monthly Money Maker
 Corporate Deposit Scheme
 Gold Savings Account
 Silver Savings Account
 Money Rotator
2.11 Loan Products of One Bank Ltd.
 Personal Loan
 Cash Line
 Home Loan
 Car Loan
 Student Loan
 Consumer Loan
 Doctor's Loan
 Professional Loan

17. 2.12 Corporate Social Responsibilities:
The bank has decided to constitute National Bank Foundation to enable the Bank to undertake CSR more
proactively by taking planned initiatives and serve the needy and distressed community at large. The bank is setting
up National Bank Foundation to undertake CSR more proactively by taking planned initiatives and serve the needy
and distressed community at large.
Disaster relief
• The bank undertook the tasks of assisting poor in various forms such as helping victims of natural disaster by
providing food, shelter and self-employment where possible.
• Contributed to the Prime Minister’s Relief Fund for ‘Aila’ victims.
Environment
• The bank vowed to be environmentally and socially responsible within the organization by focusing on the well-
being and sustained development of the people working in the bank as well as their aspirations, efforts and
achievement and further capacity building.
• The bank has been keeping watch on the environmental and social impact of proposed undertakings. The Bank
take confirmation of compliance by clients by way of Clearance Certificate from Department of Environment to the
effect that concerned projects will not have any adverse impact on environment.
Sports
• Donated vehicles for development of sports like cricket.
Social Welfare
• Stipends to poor but meritorious students, adult schools, vocational training centers as well as building infra-
structures etc.
• Sponsored billboards containing the Citizen’s Charter at different Police stations & provided raincoats &
umbrellas for policemen and road barriers & traffic canopies.
• Sponsored painting exhibition at Shilpokola Academy.
• Arranging free eye camps and other health related assistance.
• Donations to initiatives of Civil Society Organizations (CSOs), NGOs and institutions involved in health,
education and cultural sectors for social and environmental improvement including nutrition, health and education in
the disadvantaged population segments.
• Introduced School banking to promote the savings habit among the children.

18. 2.13 SWOT Analysis of National Bank Ltd
In order to analyze and compare Customer service and operation Unit of National 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 –
• Service level
• Organizational identity
• Operational efficiency
• Technology
• Employee efficiency etc. along with many other issues.
The analysis is presented in next few pages and can be very much helpful to evaluate
the performance level of Customer service and operation Unit of National Bank as well
as overall banking activities.

19. SWOT Analysis at a glance
STRENGTHS
• Strong corporate identity
• Strong employee bonding and
belongingness
• Enthusiastic workforce
• Sophisticated automated
system.
• Network of Branches
WEAKNESSES
• Absence of strong marketing
activities
• More innovative products must
be offered
• High charges of Fund Transfer
• Discouraging small
entrepreneurs
OPPORTUNITY
• Acquisition
• Country wide network
• Experienced managers
• Huge population
• Weak marketing message by
local and foreign banks
THREAT
• Upcoming banks
• Similar products are offered by
other Banks
• Industrial downward trend due
to recession, inflation and
unemployment
• Fluctuating exchange rates

20. • Strengths
Strong corporate identity: According to the customers, National is the renowned provider of
financial services identity in Bangladesh. With its strong corporate image and identity, it has
better positioned itself in the minds of the customers. This image has helped National grab the
personal banking sector of Bangladesh very rapidly.
Strong employee bonding and belongingness: National employees are one of the major
assets of the company. The employees of National Bank have a strong sense of commitment
towards organization and also feel proud and a sense of belonging towards National. The
strong organizational culture of National is the main reason behind its strength.
Enthusiastic workforce: The selection and recruitment of National emphasizes on having the
skilled graduates and postgraduates who have little or no previous work experience. In
addition, this type of young and fresh workforce stimulates the whole working environment of
National.
Sophisticated automated system: Quality services through modern sophisticated automated
system.
Network of Branches: Huge network of National branch in every division and all over
Bangladesh to serve the demand of the large population.
• Weaknesses
Absence of strong marketing activities: one currently do not have any strong marketing activities
through mass media e.g. Television. TV ads play vital role in awareness building.
More innovative products must be offered: In order to be more competitive in the market,
one should come up with more new attractive and innovative products. This is one of the
weaknesses that National is currently going through.

21. High charges of Fund Transfer: Presently National charges similar rates for all types of fund
transfer for outside of same clearing zone. However, for more business with industry, National
should reduce the charge of Fund Transfer.
Discouraging small entrepreneurs: National provides clean service to most of its solvent
clients. They usually do not want to finance small entrepreneurs whose financial standing is
not clean to them.
• Opportunities
Acquisition: In Bangladesh, it can diversify quickly by acquiring various local established
banks and increase its total operation within Bangladesh rapidly.
Country wide network: The ultimate goal of National is to expand its operations to whole
Bangladesh. Nurturing this type of vision and mission and to act as required, will not only
increase National‘s profitability but also will secure its existence in the long run.
Experienced Managers: One of the key opportunities for National Bank is its efficient
managers. National has employed experienced managers to facilitate its operation. These
managers have already triggered the business for National.
Huge Population: Bangladesh is a developing country to satisfy the needs of the huge
population, a large amount of investment is required. On the other hand, building EPZ areas
and some Govt. policies easing foreign investment in our country made it attractive to the
foreigners to invest in our country. Therefore, National has a large opportunity here.
Weak marketing message by local and foreign banks: The basic assumption of trade
business is that customer will come to the bank and ask for service that is why local and
foreign banks are not that much enthusiastic about letting know their service features. This is
an opportunity for National to develop messages regarding their services.

22. • Threats
Upcoming Banks: The upcoming private, local, and multinational banks possess serious
threats to the existing banking network of National. The intensity of competition among banks
is rising. National will have to develop strategies to compete against and win this challenge.
Similar products are offered by other banks: Nowadays different foreign and private banks
are also offering similar type of products with an almost similar profit margin. Therefore, if all
competitors fight with the same weapon, the natural result is declining profit.
Industrial downward trend due to recession, inflation and unemployment: Bangladesh is
economically unstable country. Flood, draught, cyclone, and newly added terrorism have
become an identity of our country. Along with inflation, unemployment also creates industry
wide recession. These caused downward pressure on the capital demand for investment.
Fluctuating Exchange Rates: In Bangladesh, due to massive political instability and
economic downturn exchange rates are affected which can prove to be an adverse condition for
National Bank Ltd and its remittance business.

23. Chapter Three
Literature Review
3.1 Literature Review of Job Satisfaction
Due to the rapid changes in the global marketplace, new and changing technologies, and significant competition in
all industries, paternalistic organizations are quickly going the way of the dinosaur. Today’s employers expect their
workers to be self-directed and responsible for their own career development. A critical component in establishing a
“win-win” relationship between employers and their employees is having a mutual understanding of the importance
of job satisfaction.
3.2 Two – Factor Theory (Motivation – Hygiene Theory)
Fredrick Herzberg’s Two factor theory (also known as Motivator Hygiene Theory) attempts to explain satisfaction
and motivation in the workplace. This theory states that satisfaction and dissatisfaction are driven by different
factors motivation and hygiene factors, respectively. Motivating factors are those aspects of the job that make people
want o perform, and provide people with satisfaction. These motivating factors are considered to be intrinsic to the
job, or the work carried out. Motivating factors include aspects of the working environment such as pay, company
policies, supervisory practices, and other working conditions.
While Herzberg’s model has stimulated much research, researchers have been unable to reliably empirically prove
the model, with Hackman & Oldham suggesting that Herzberg’s original formulation of the model may have been
methodological artifact. Furthermore, the theory does not consider individual differences, conversely predicting all
employees will react in an identical manner to changes in motivating/hygiene factors. Finally, the model has been
criticized in that it does not specify how motivating/hygiene factors are to be measured.
3.3 Job satisfaction - organization’s view
Organizations hire people to perform specific tasks that help them achieve their business goals.
They want to hire the talent necessary to achieve organizational goals that are consistent with
their mission and profitability. The process of selecting employees is dependent on accurate job
descriptions, reasonable expectations and realistic, self-aware applicants. When an organization
successfully finds people who “fit” the job requirements, who enjoy and are skilled in the tasks
assigned to meet the organization’s goals, and appreciate the organization’s salary/benefit
strategy, a win-win situation is created for the employer and employee.

24. Historically, the focus of organizations has been to establish a generally acceptable
organizational culture. Organization-provided satisfiers (org-ps) are offered to employees in
exchange for outcomes the organization considers valuable, such as high levels of performance
and loyalty. Organizations benchmark their compensation and benefit strategies to remain
competitive in hiring and retaining talent. They also face increasing expenses in benefits such as
healthcare, retirement investments and tuition reimbursement.
Employers that understand another critical aspect of job satisfaction will gain an advantage in
recruiting, retaining and developing talent. This second aspect is referred to as job-related
satisfiers (job-rs), the satisfiers and enjoyment that an individual employee experiences from
performing the actual work or tasks of his or her job.
3.4 Job Satisfaction - employee’s view
Starting with the end in mind, reflect for a moment on what people might be looking for when
they take a job. Perhaps they are working mainly for a paycheck? Maybe their health benefits are
most important, or a good retirement plan? Some people may be interested in tuition
reimbursement, opportunities for advancement, or to learn new skills.
All of these types of critical rewards are determined by the organization based on their strategy
to be profitable and competitive in recruiting and retaining people. This is the heart of how
employees and organizations negotiate the value of the labor exchange.
Job-related satisfiers have to do with the employee’s desire to use his/her abilities to make a
contribution, to do meaningful work, and to be valued. These satisfiers are more directly related
to how much we enjoy our day-to-day tasks and our role in the organization. How we perform on
daily tasks is related to our productivity, and we expect to discuss the assignment and
performance of our work with an immediate supervisor or manager.
The annual performance review is typically the main conversation to explore productivity and
satisfaction. Since these conversations focus more on evaluation of performance, goal attainment
and salary adjustments (org-ps), they seldom get to meaningful conversations about satisfaction
with tasks or the “fit” of the current or future work itself (job-rs). Also, managers juggle multiple
demands to achieve organizational goals, so they can easily under-appreciate the powerful
influence that job-related satisfiers have on employees’ overall satisfaction. By taking the
initiative to communicate with their managers, employees can help ensure that managers are
better able to provide the necessary guidance or coaching support.

25. In summary, it is challenging for an organization and manager to identify and promote employee
satisfaction at an individual level. This is surprising because these job-related satisfiers are
highly motivating when met, (de-motivating when not met), and are at the heart of productivity
and performance.
3.5 Standard job satisfaction variables
Primary Variables Secondary Variables Others
Autonomy Benefits Communications
Compensation Culture Engagement
Management Style Job training Life Balance
Recognition Organizational change Performance Evaluations
Working Relationships Supervision Work Life
3.6 Link between job satisfaction and organization’s performance
There is a direct link between employee job satisfaction and financial results. The happier the
employees are the more motivated and committed they will be to the organization’s success.
Figure 1: Link between job satisfaction and organizational performance.
3.7 Job Satisfaction Model
Employees are in a better position for achieving success and satisfying work once they
understand and can communicate how their own unique work profiles (aptitudes/abilities,
interests, personality style & values) can meet an organization’s work–related requirements and
opportunities.
A simple job satisfaction model shown below demonstrates the organizing relationship of these
different concepts.

26. (1) W ork
Requirements
(2) Aptitudes,
personal st yle
(3) Person-Job fit
(4) Goals met, job
performance
(5) Organization
provided rewards
(6) Job related
reward s
(7) Overall job
satisfaction
Organization’s View Individual’s View
Figure 2: The job satisfaction model
The model is divided so the concepts on the left side identify what the employer wants and what
it offers as rewards and benefits - the organization-provided satisfiers (org-ps, circles 1 and 5).
The right side of the model shows what the employee contributes to accomplish specific tasks
(circle 2) and ultimately the organization's goals (job-rs). The more self-aware an individual is
about their aptitudes, personal style, and values, the greater the potential to identify and select
jobs that fit. The more accurate the job description, the better the odds of attracting the right pool
of applicants (circle 3). When there is a clear fit between the person and the job, there is a greater
chance of successfully accomplishing goals (circle 4). This in turn leads to an increase in
personal satisfaction (circles 6 and 7). In today's complex work environment, job descriptions are
evolving as we take on special projects or are assigned to teams. This expanded complexity
increases the need to be proactive in determining fit.

27. Chapter Four
Analysis and Findings
4.1 Analysis
This part of the report is based on the interviews and surveys made on the employees of the
bank. The sample consists of both corporate and ordinary employees who are currently working
at National Bank Ltd. The purpose of interviewing the corporate employees was to figure out the
reasons of their satisfaction as well as dissatisfaction in the workplace. The purpose was also to
pinpoint the additional benefits that employees want from the organization that are currently
unavailable.
4.2 Frequency Analysis
Determine with what validity data can be said to indicate any conclusions. The analysis of data
in a general way involves a number of closely related operations, which are performed with the
purpose of summarizing the collected data and organizing them in such a manner that they
answer the research questions. In this study, I have followed the questionnaire process carefully
and it is presented in this chapter.
Sample Size
The study sample constitutes 15 respondents constituting in the research area.
Sampling Area
The study is conducted on the employees of Jatrabari Branch at National Bank Ltd.
The employees agers are 35-50 .
There are male & female work together.

28. Questionnaire on
Employee Job Satisfaction of National Bank Limited
(Jatrabari Branch, Dhaka)
Name: (Optional)
Age: 18 to 24 25 to 30 31to 40 41 to50 50 to60
Designation: vice president First Assistant vice president Assistant vice president
Senior Principal Officer Principal Officer Senior Officer Officer Junior
Officer Assistant Officer Officer Trainee Assistant Officer
[Please tick (√) your opinion about the following statements range from Strongly Disagree to Strongly Agree]
Sl.
No
Statements Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
1 Are you satisfied with your regular assigned
activities?
2 Do you think that the leaders in your organization are
positive role models to you?
3 Does the supervisor keeps you well informed about
what‘s going on in the company?
4 Do you think that your views and
participation are valued in the
company?
5 Does the supervisor care most
important to you?
6 Are you satisfied with the
Professionalism of the people with whom you
work?
7 Do you feel flexible with the team
spirit in your work environment?
8 Does your work give you a feeling of personal
accomplishment?

29. 1. Are you satisfied with your regular assigned activities?
When employees were asked about their present job satisfaction specially, regular assigned
activities with 5 options in each question given to the employees from the stage of strongly
agree to strongly disagree including neutral to choose their desired answer. Among 15 the
employees, 27% (4person’s) were agreed, 33% (5person’s) were neutral, 20% (3person’s)
were disagree and 3person’s were strongly agreed with their opinion. Some employees of
National Bank ltd. Jatrabari Branch are agreed with their satisfaction in regular activities
because they get habituated and became experienced with their assigned jobs. But 33% of
employees are neutral because they get bored in their day to day repetitive activities. They
think that there is less space to learn jobs of the peers.
9 Do you receive appropriate recognition for your
contributions?
10 Does the empowerment influence the quality of your
work?
11 Are you satisfied with the ability to maintain a
balance between family and work life?
12 Do you think that your compensation matches to
your responsibilities
13 Are you satisfied with the overall job security?
14 Do you receive informal praise and appreciation
from your supervisor?
15 Are you satisfied with the company as a place to
work?

30. 2. Do u think that the leaders in your organization are positive role models to you?
About the question ―Do you think that the leaders in your organization are positive role
models to you? Among 15 employees, 74% (11employee) of National bank Ltd., Jatrabari
branch, Dhaka agreed with this opinion about their leaders are acting as a positive role
model to them. 0.0% (0 employee) of employee remains neutral about it, 13% (2
employees) disagree and about 2 of employee strongly agreed with it. Most of the
employees of Jatrabari Bank ltd which is about 74% (11employee) agreed because the
leaders that they had from the beginning of their job were so active, professional and
helpful. 0% of employee are neutral because they are fresher and don‘t get that chance to
learn from the leaders.
1.Are you satisfied with your regular assigned activities?
Strongly
Disagree,0%
Strongly
agree,20%
Disagree,20%
Agree,26.67% Neutral,33.33%

31. 3. Does the supervisor keeps you well information about what’s going on the company?
So that about 60% (9 employees) agreed and 7% (1 employees) strongly agreed which
means that they are well informed by the supervisors, whereas other 6% (1 employee) of
National Bank Ltd, Jatrabari Branch, are strongly disagreed and 7% (4 employees) are
natural . From their point of view, they are not actually informed well by the supervisors
about what‘s going on in the branch or entire organization.
2.Do yo think that the leaders in your organization are
positive role models to you?
Strongly
Strongly agree
13%
Disagree
0%
Disagree
13%
Neutral
0%
Agree
74%

32. 4. Do you think your views and participation are valued in the company?
Some interesting response came from the participator when they answer about their values
in the Company. According to this question employee of National Bank Ltd., respond
differently. Among 15 of employees 20% (3employees) were strongly agreed, 47% (7
employees) agreed, 6% (1employee) disagreed and 20% (3employees) were neutral. Here
1 employee strongly disagreed and 20% (3employees) neutral because they think that
senior level staffs overlook to take their views in real life and their active participation in
any project is not recognized as well in National Bank Ltd, Jatrabari Branch, Dhaka.
Strongly
agree
7%
3.Does the supervisor keeps you well informed about
what's going on in the company?
Strongly
Disagree Disagree
6% 0%
Neutral
27%
Agree
60%

33. 5. Does the supervisor care most important to you?
About supervisor care to the inferior, 7% (1 employee) were strongly agreed whereas 60%
(9 employees) agreed and 20% (3 employees) were neutral of National Bank Ltd., Jatrabari
Branch 20% (3 employees) were neutral because his opinion says that the supervisors are
cared for selective staffs. They think that biasness is one of the reasons behind it.
4.Do you think that your views and participation are
valued in the company?
Stronglyagree
20%
Strongly
Disagree
6% Disagree
7%
Neutral
20%
Agree
47%

34. 6. Are you satisfied with the professionalism of the people with whom you work?
Most of the employees which are about 33% (5employees) were neutral, 14% (2
employees) were strongly agreed & 40% (6employees) were agreed that they are satisfied
with the professionalism of the staffs with whom he or she works. But 13% (2 employees)
of Branch were disagreed because Behaviors and attitudes of few employees never show
that they are professional in this branch.
5.Does the supervisor care most important toyou?
Strongly
Strongly agree Disagree
7% 0%Disagree
13%
Neutral
20%
Agree
60%

35. 7. Do you feel flexible with the team spirit in your work Environment?
About flexibility of team spirit in work environment 0% staffs strongly agreed, 0% staffs
strongly disagree and 27% (4 staffs) disagreed. 53% (8 staffs) were agreed because they feel
flexible with the team spirit in their work .But 20% (3 staffs) were 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 employees doesn‘t feel flexible to work with
fresher.
6.Are you satisfied with the professionalism of the people with whom youwork?
StronglyAgree
14%
Disagre
e
13%
Agree
40%
Neutral
33%

36. 8. Does your work give you a feeling of personal accomplishment?
About personal accomplishment, 13% (2 employees) were very positive and strongly
agreed whereas most of employee of National Bank Ltd., Jatrabari Branch were agreed
which is about 53% (8 employees) because they think that their job gives them a feeling of
personal accomplishment. But 7% (1 employee) was disagreed with this fact because their
work does not give them a feeling of personal accomplishment due to less interest in job.
27% 4 employees were neutral about that fact because of common and simple jobs.
7. Do you feel flexible with the team spirit in yourwork
Environment?
Stongly Agree 0%
Stongly
Disagree
0%
Disagree
27%
Agree
53%
Neutral
20%

37. 9. Do you receive appropriate recognition for your contribution?
When the employees were asked about receiving appropriate recognition for their
contributions, among 15 employees of National Bank Ltd, Jatrabari Branch, Dhaka 0%
employees were strongly agreed and strongly disagreed. Whereas about 27% (4 employees)
were agreed with for receiving appropriate recognition for their contributions but about 20% (3
employees) were disagreed and think that they are receiving recognition for their contribution
for lacking of proper management of the branch.53% (8 employees) were neutral about that
fact because of getting less recognition for their contribution.
8. Does your work give you a feeling of personal
accomplishS tmonegnlyt?
StonglyAgree
13%
Disagree Disagree
0% 7%
Neutral
27%
Agree
53%

38. 9.Do you receive appropriate recognition for your
contribution?
Stongly
StonglyAgree
0%
Disagree
0%
Agree 27% Disagree
20%
Neutral
53%

39. 10. Does the empowerment influence the quality of your work?
Total 40% (6 employees) were neutral and 7% (1employee) were disagreed because they
think that the empowerment within the branch does not influence the quality of their work
due to lack of understanding among senior and junior level of employees. But 46% (7
employees) were agreed with the empowerment to influence the quality of their work.
10.Does the empowerment influence the quality ofyour
Swtonogrlky?
Strongly Ag Drieseagree Disagree
7% 0% 7%
Agree
46%
Neutral
40%

40. 11. About―Are you satisfied with the ability to maintain a balance between family and
work life?
Most of the employees which are about 60% (9 employees) were agreed and 13% (2
employees) were disagreeing with the ability to maintain a balance between family and
work life. Because of their flexibility at work place which helps them to realize the
relaxation in between family and work life. But 20% (3 employees) were strongly agreed
with this fact due to maintain proper balance at both sides without any tension. Among
them only 7% (1employee) were neutral because they think that they have less work
flexibility which hampers to maintain a balance between family and work life.
11.Are You satisfied with the ability to maintain a balance
Stongly
between family and work life?
Disagree
0% Disagree
StonglyAgree 13%
20% Neutral
7%
Agree
60%

41. 12. Do you think that your compensation matches to your responsibilities?
When they were asked about compensations 27% (4 employees) were disagreed about this
fact. From their point of view, they were supposed to do more than necessary but they
don‘t get as much as they do. Managers are less concerned about this fact from the
beginning. But 13% (2 employees) were strongly agreed and 40% (6 employees) were
neutral and 20% (3 employees) were agreeing because they were given proper
compensation as they do.
Disagree
StonglyAgree
13%
0%
Agree 20%
Disagree
27%
Neutral
40%

42. 13. Are you satisfied with the overall job security?
26% (4employees) were neutral about the overall job security according to their job rules
whereas 40% (6employees) were 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. 27% ( 4employees) were agreed because they have the satisfaction of not to lose
their job in any condition.
Strongly
Disagree
0%
Are you satisfied with all the overall job security?
Strongly Agree 7%
Agree
27%
Disagree
40%
Neutral
26%

43. 14. When they were asked ―Do you receive informal praise and appreciation from
your supervisor?
46% (7employees) were agreed for receiving the amount and frequency of in formal
praise and appreciation from their supervisor. Their work and performance were
appreciated by the supervisors every time. But 27% (4 employees) were neutral about
this fact and 20% (3 employees) was disagreed and 7% (1 employee) were strongly
disagree because they don‘t receive any praise from their supervisor for their
performance due to the biasness and negligence for few staffs.
StonglyAgree
7%
Stongly
DisagreeDisagree
7% 0%
Agree
46%
Neutral
40%

44. 15. Are you satisfied with the company as a place to work?
About 7% (1 employee) was strongly agreed with the satisfaction to find the company as a
suitable place to work as a response of work place satisfaction. They positively answered
as they believe that the office environment is perfect for them. 46% (7 employees) of
National Bank Ltd., Jatrabari 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. But 7% (1 employee) strongly agrees because
he fills the total workplace is very narrow and interior decoration is very old pattern. 40%
(6 employees) of this branch were 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 the monotonous work life and bring enjoyment to their jobs.
Are you satisfied with the company as a place to work?
Stongly Agree
7%
Stongly
DisagreeDisagree
7% 0%
Agree
46%
Neutral
40%

45. Findings
Findings of the Study
The study is based on the employees of National Bank Ltd. Based on their responses to the
questions as well as on other enquiries; the following facts can be taken into consideration:
 Employees are not satisfied with their job although some of them think that their salary
is not good enough.
 Employees are not getting value to their work.
 Most of the employees think that they are not on their actual path.
 Maximum employees are not satisfied.

46. Chapter Five
Recommendations & Conclusion
5.1Recommendations
The study finds that every employee wants to see his or her place in good condition. 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:
• New employees job space need to make large.
• The leader should be special take care, polite & helpful to the fresher employees.
• The supervisor should be informed to all employees about the current situations of the
organization special the new employees.
• Senior level staffs allow should be keep co-operative view to the lower staffs.
• The supervisor of the organization has to take care of all staffs, not only selective
persons.
• All of the employees behavior attitudes must be professional of there own job.
• Senior staffs need to keep good relations & helpful mind with there junior staffs during
the working period.
• Employees always have to keep good fillings of their personal accomplishment for
their job.
• Management of the branch need to recognition and respect to their employees
contribution of business development.

47. • The senior employees allows support & influence to provide good quality work with
their junior staffs.
• Employees have to think their flexibility at work place helps them to realize the
relation in between work & family life.
• The new comers shall have to through their fair of lose job.
• The supervisor always look on his employees work performance and keep away those
staff who has negligence of work.
• The branch place is suitable but the interior decoration need to be change includes AC
section & wooden furniture.

48. 5.2 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 National Bank Ltd. Jatrabari 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.

49. Bibliography:
Articles:
 Annual report of National Bank Ltd from 2015-2016
 Brochures of National Bank Ltd
 NBL Profile; http://www.nationalbank.com.bd/about.php; 2016-10-02
 News & Events; http://www.nationalbank.com.bd/news.php; 2016-10-04
 Management Structure; http://www.nationalbank.com.bd/management_structure.php;
2016-10-08
 Human Resource Development (HRD);http://www.nationalbank.com.bd/HRD.php;
2016-10-09
 Annual Report; http://www.nationalbank.com.bd/annual_report.php; 2014-10-30
Websites:
 https://www.nationalbank.com.bd
www.google.com
Other’s :
Annual Report of NBL-2015-2016
Business Development Conference Report- 2016
Practical experience from branch operation
• Profession: business/service/student/housewife/others