A PROJECT REPORT ON COMPAREABLE STUDY OF EMPLOYEE JOB SATISFACTION IN DIFFERENT FOOD CHAINS

SUBMITTED BY: ADITI BAJAJ MBA 3RD SEM.

TABLE OF CONTENTS

1. INTRODUCTION OF JOB SATISFACTION

1.1 Definition 1.2 theories 1.3 measuring job satisfaction 2. OBJECTIVES OF THE STUDY 2.1 Scope of the study 3. RESEARCH METHODOLOGY 3.1 Research design 3.2 Research approach 3.3 Sample size 3.4 Survey area 3.5 Sampling design 3.6 Collection of data 3.7 Research instrument 3.8 Statistical tools 4. LIMITATIONS OF THE STUDY 5. INDUSTRY INTRODUCTION AND COMPANIES PROFILE 5.1.1 Caf coffee day 5.1.2 Barista 5.1.3 Dosa plaza 5.1.4 Costa coffee

6. DATA INTERPRETATION 6.1 Analysis of data 6.2 Conclusion 6.3 Bibliography

1. INTRODUCTION OF JOB SATISFACTION

Job satisfaction describes how content an individual is with his or her job. It is a relatively recent term since in previous centuries the jobs available to a particular person were often predetermined by the occupation of that persons parent. There are a variety of factors that can influence a persons level of job satisfaction. Some of these factors include the level of pay and benefits, the perceived fairness o the promotion system within a company, the quality of the working conditions, leadership and social relationships, the job itself (the variety of tasks involved, the interest and challenge the job generates, and the clarity of the job description/requirements). The happier people are within their job, the more satisfied they are said to be. Job satisfaction is not the same as motivation, although it is clearly linked. Job design aims to enhance job satisfaction and performance methods include job rotation, job enlargement and job enrichment. Other influences on satisfaction include the management style and culture, employee involvement, empowerment and autonomous workgroups. Job satisfaction is a very important attribute which is frequently measured by organizations. The most common way of measurement is the use of rating scales where employees report their reactions to their jobs. Questions relate to relate of pay, work responsibilities, variety of tasks, promotional opportunities the work itself and co-workers. Some questioners ask yes or no questions while others ask to rate satisfaction on 1 5 scale 9where 1 represents not all satisfied and 5 represents extremely satisfied).

1.1 DEFINITION
Job satisfaction has been defined as a pleasurable emotional state resulting from the appraisal of ones job; an affective reaction to ones job; and an attitude towards ones job. Weiss (2007) has argued that job satisfaction is an attitude but points out that researchers should clearly distinguish the objects of cognitive evaluation which are affect (emotion), beliefs and behaviors. This definition suggests that we from attitudes towards our jobs by taking into account our feelings, our beliefs, and our behaviors.

Affect Theory
Edwin A. Lockes Range of Affect Theory (1976) is arguably the most famous job satisfaction model. The main premises of this theory is that satisfaction is determined by a discrepancy between what one wants in a job and what one has in a job. Further, the theory states that how much one values a given facet of work (e.e. the degree of autonomy in a position) moderates how satisfied/dissatisfied one becomes when expectations are/are not met. When a person values a particular facet of a job, his satisfaction is more greatly impacted both positively (when expectations are met) and negatively (when expectations are not met), compared to one who does not value that facet. To illustrate, if Employee A values autonomy in the workplace and Employee

B is indifferent about autonomy, then Employee A would be more satisfied in a position that offers a high degree of autonomy compared to Employee B. this theory also states that too much of a particular facet will produces stronger feelings of dissatisfaction the more a worker values that facet.

Dispositional Theory
Another well known job satisfaction theory is the Dispositional Theory. It is a very general theory that suggests that people have innate dispositions that cause them to have tendencies toward a certain level of satisfaction, regardless of ones job. This approach became a notable explanation of job satisfaction in light evidence that job satisfaction tends to be stable over time and across careers and jobs. Research also indicates that identical twins have similar levels of job satisfaction. A significant model that narrowed the scope of the Dispositional Theory was the core Selfevaluations Model, proposed by Timorthy A. Judge in 1998. Judge argued that there are four Core Self-evaluations that determine ones disposition towards job satisfaction: self-esteem, general self-efficacy, locus of control, and neuroticism. This model states that higher levels of self-esteem (the value one places on his self) and general self-efficacy (the belief in ones own competence) lead to higher work satisfaction. Having an internal locus of control (believing one has control over her/his own life, as opposed to outside forces having control) leads to higher job satisfaction. Finally, lower levels of neuroticism lead to higher job satisfaction.

Two Factor Theory (Motivation Hygiene Theory)

Fredrick Herzbergs 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 Herzbergs model has stimulated much research, researchers have been unable to reliably empirically prove the model, with Hackman & Oldham suggesting that Herzbergs original formulation of the model may have been a 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 criticised in that it does not specify how motivating/hygiene factors are to be measured.

Measuring Job Satisfaction

There are many methods for measuring job satisfaction. By far, the most common method for collecting data regarding job satisfacting is the Likert scale (named after Rensis Likert). Other less common methods of for gauging job satisfaction include: Yes/No questions, True/False questions, point systems, checklist, forced choice answers. The Job Descriptive Index (JDI), created by smith, Kendall, & Hulin (1969), job satisfaction that has been widely used. It measures ones satisfaction in five facets: pay, promotions and opportunities, coworkers, supervision, and the work itself. The scale is simple, participants answer either yes, no, or decide in response to whether given statements accurately describe one job. The Job in General Index is an overall measurement of job satisfaction. It was an improvement to the job Descriptive Index because the JDI focused too much on individual facets and not enough on work satisfaction in general.

2. OBJECTIVES OF STUDY
The objective of the study is as follows

To assess the satisfaction level of employees in different food chains. To identify the factors which influence the job satisfaction of employees. To identify the factors which improves the satisfaction level of employees. To know the employee satisfaction towards the facilities. To offer valuable suggestions to improve the satisfaction level of employees. To compare the level of satisfaction in different food chains.

2.1 SCOPE OF THE STUDY

This study emphasis in the following scope:

To identify the employees level of satisfaction upon that job. This study is helpful to that organisation for conducting further research. It is helpful to identify the employers level of satisfaction towards welfare measure. This study is helpful to the organization for identifying the area of dissatisfaction of job of the employees. This study helps to make a managerial decision to the company.

3. RESEARCH METHODOLOGY

Research methodology is the systematic way to solve the research problem. It gives an idea about various steps adopted by the researcher in a systematic manner with an objective to determine various manners.

3.1 Research design

A research design is considered as the framework or plan for a study that guides as well as helps the data collection and analysis of data. The research design may be exploratory, descriptive and experimental for the present study. The descriptive research design is adopted for this project. 3.2 Research approach The research worker contacted the respondents personally with well prepared sequentially arranged questions. The questionnaire is prepared on the basis of objectives of the study. Direct contact is used for survey, i.e., contacting employees directly in order to collect data. 3.3 Sample size The study sample constitutes 15 respondents 3 from each food chain constituting in the research area. 3.4 Survey area The study is conducted in employees of different food chains in India like McDonalds, Dominos, Dosa plaza, Subway, Costa coffee. 3.5 Sampling Design The researcher has used probability sampling in which stratified random sampling is used. 3.6 Collection of Data Most of the data collected by the researcher is primary data through personal interview, where the researcher and the respondent operate face to face. 3.7 Research Instrument The researcher has used a structured questionnaire as a research instrument tool which consists of open ended questions, multiple choice and dichotomous questions in order to get data. Thus, Questionnaire is the data collection instrument used in the study. All the questions in the questionnaire are organized in such a way that elicit all the relevant information that is needed for the study. 3.8 Statistical Tools

The statistical tools used for analyzing the data collected are percentage method, chi square, bar diagrams and pie diagrams.

4. LIMITATIONS OF THE STUDY

The survey is subjected to the bias and prejudices of the respondents. Hence 100%

accuracy cant be assured. The researcher was carried out in a short span of time, where in the researcher could not widen the study. The study could not be generalized due to the fact that researcher adapted personal interview method

5. FAST FOOD INDUSTRY IN INDIA

The fast food industry in India has evolved with the changing lifestyles of the young Indian population. The sheer variety of gastronomic preferences across the regions, hereditary or acquired, has brought about different modules across the country. It may take some time for the local enterprise to mature to the level of international players in the field. Many of the traditional dishes have been adapted to suit the emerging fast food outlets. The basic adaptation is to decrease the processing and serving time. For example, the typical meal which called for being served by an ever alert attendant is now offered as a Mini-Meal across the counter. In its traditional version, a plate or a banana leaf was first laid down on the floor or table. Several helpers then waited on the diner, doling out different dishes and refilling as they got over in the plate. In the fast food version, a plate already arranged with a variety of cooked vegetables and curries along with a fixed quantity of rice and Indian flatbreads is handed out across the counter against a prepaid coupon. The curries and breads vary depending on the region and local preferences. The higher priced ones may add a sweet to the combination. Refills are generally not offered. The diversity of Indian cuisine poses logistical problems when it comes to handling. Hence it is common to serve different cuisines at different counters within the same premises. Presence of a large vegetarian population, who eschew non-vegetarian food, has given rise to outlets which exclusively serve vegetarian fast food. Also, different variety of food may be served depending on the times of the day. Beverages such coffee, tea, soft drinks and fruit juices may also be served in such outlets. Some outlets may additionally have specially designed counters for icecream, chaats etc. Popular formats of fast food business in India have the following features in common:

Wide opening on the road side Easy to maintain and durable dcor A cash counter where food coupons are sold A food delivery counter which invariably is granite topped Additional counters for Ice Creams, Chaats, Beverages etc. A well fitted kitchen located so as to be visible to the customers Tall tables, usually of stainless steel, where one can eat while standing A drinking water fountain adorned with a water filter Rust-proof and non-breakable crockery

5.1 DIFFERENT FOOD CHAINS TAKEN FOR SURVEY 1. CCD 2. Barista 3. Dosa plaza 4. Costa coffee

5.1.1 CAF COFFEE DAY

Caf Coffee Day is a division of India's largest coffee conglomerate, Amalgamated Bean Coffee Trading Company Ltd. (ABCTCL). ABCTCL grows coffee in its own estates of 10,000 acres (4047ha). The land value of the plantations is U$250300 million. It is the largest producer of Arabica beans in Asia. Apart from this, the group also sources coffee from 11,000 small growers. ABCTCL is one of Indias leading coffee exporters with clients across USA, Europe and Japan. 5.1.2 BARISTA Barista Lavazza is a chain of espresso bars in India. Headquartered in Noida, Barista currently has espresso bars across India, Sri Lanka, Bangladesh and the Middle East. It was founded in 1997 by Amit Judge and was part of his group of companies. He sold part of the equity to first Tata Coffee. Then after he and Tata Coffee fell apart, Sterling Sivasankaran then bought over the firm. In 2007, Sterling divested all their stake to Lavazza. Barista Lavazza is currently owned by Lavazza, Italys largest coffee company. Coffee is supplied by the Indian roaster Fresh and Honest, headquartered in Chennai. The latter is also owned by Lavazza. As of 2009, the chain has 200 stores in India, with an estimated annual revenue of Rs 200 crores. Barista was the fastest brand to make it to the list of super brand's and is ranked among the top 50 phenomenons that changed India History
The first Barista Lavazza was opened at Basant Lok, New Delhi in Feb 2000. Lavazza

traces its origin back to 1895. Lavazza is the sixth largest coffee roaster in the world. Operating in over 80 countries, it has a 46.5% share in the Italian retail market. Barista Lavazza is known as a pioneer of Indian Cafe Culture. 5.1.3 COSTA COFFEE Costa Coffee is a British coffeehouse company founded in 1971 by Italian brothers Sergio and Bruno Costa, as a wholesale operation supplying roasted coffee to caterers and specialist Italian coffee shops. Since 1995 it has been a subsidiary of Whitbread, since when the company has grown to over 1700 stores in the UK and abroad. The company's current managing director is John

Derkach and Adrian Johnson is Chief Operating Officer. It is the largest coffeehouse chain in the United Kingdom and second largest in the world (behind Starbucks). Bruno and Sergio Costa set up their coffee roastery in Lambeth, London in 1971, supplying local caterers and coffee shops with their slow-roasted blend mocha Italia. Costa branched out to retailing coffee in 1978, when their first store opened in Vauxhall Bridge Road, London, England. In 1995, the business was acquired by Whitbread and is now a subsidiary of Whitbread Company. In 2009 Costa celebrated the opening of their 1000th store in Cardiff, and is consequently the largest coffee chain in the UK. In 2010 they acquired 'Coffee Heaven', which had a strong presence in central and eastern Europe, for 36m adding another 79 stores.[5] By the end of 2010 the company had overtaken Starbucks in the UK, taking 37.6% of the market share based on turnover. 5.1.4 DOSA PLAZA Founded in 1998. Dosa Plaza restaurants are owned and operated through both company owned and franchisee models thus ensuring rapid growth. Dosa Plaza has expanded very impressively. It has established outlets in Mumbai, Navi Mumbai , Pune, Surat, Ahmedabad, Goa, Lucknow, Haryana, Gurgaon, Delhi, And opening soon at Panchkula Haryana, Haridwar, Bhillai Chattisgarh, Durgapur west Bengal. It has presence in all major malls of India like Inorbit Mall, R-Mall, Mega Mall In Mumbai, Ambience Mall-Gurgaon, Sahara Mall-Lucknow etc. The brand has opened its 2nd international outlet in New Zealand which is at Sky City Metro Mall- Auckland and have future plans of opening 50 outlets within the next 2 years in all major metros in India along with International markets like Australia, Dubai, Oman & U.S.A. A home for 104 exotic varieties of fusion dosas, widely appreciated for fresh approach to this traditional homely food. Having trademarked 27 dosas, and as many new recipes on their way to the big time. Using freshest of ingredients our menus include vegetables, rice, dairy products and potatoes, ingredients for good nutritious food for a healthy diet. The 104 types of dosas include international taste menus like Chinese and Mexican style dosas such as Schezwan dosa (Plain, Mushroom, Paneer), Mexi roll dosa, Paneer Chilly dosa and other uttappam/ pizza style dosas. Apart from Dosas their specialities include a delightful variites of Idlis, wadas, Traditional south Indian Varities of rice Bisebelle rice, Puliyotharai rice, Madras Thali, Rasam with Papad. It has a special Jain menu with Jain Dosas and Jain sambar preparation also is available. Combinations like value meals and kids meals like Rocket Dosa and Mini Idlis and a variety of mock tails, cold coffee, milk shake and our own traditional filter coffee.

6. DATA INTERPRETATION

I have taken 4 different food chains and 5 employees from each chain asked to fill the questionnaire of 10 questions. Q1. To know about the working experience of employees.

Fig 1. Work ex of employees in different food chains. Q2. To know about physical working environment.

Q3. To know the satisfaction level of employees towards the non-monetary benefits.

Fig2. Satisfaction level of employees Q4. To know the co-operation of co-workers.

Fig3. Co-operation of co-workers

Q5. Level of satisfaction regarding the nature of job.

Q6. To know whether there is any job pressure in their work.

Fig5. Job pressure in work

Q7. To know the employee satisfaction towards the salary.

Q8. To know employee willingness to continue.

Q9. To know about the supervisor seems to care about you as a person.

Q10. Are you proud to say you work at?

6.1 ANALYSIS OF DATA

The data are collected through survey and books, reports, newspapers and internet etc., the survey conducted among the employees of different food chains. The data collected by the researcher are tabulated and analyzed in such a way to make interpretations.Various steps, which are required to fulfill the purpose, i.e., editing, coding, and tabulating. Editing refers to separate, correct and modify the collected data. Coding refers to assigning number or other symbols to each answer for placing them in categories to prepare data

for tabulation refers to bring together the similar data in rows and columns and totaling them in an accurate and meaningful manner The collected data are analyzed and interrupted using statistical tools and techniques.

Statistical Tools
The statistical tools used for analyzing the data collected are bar diagrams(graphs). 6.2 CONCLUSION

a. COSTA
None of the employee of costa have worked below 2 years all are having some experience so that good working environment can be provided. Employee of costa are satisfied with the nonmonetary benefits they are getting as incentives. People working there are satisfied with their coworkers co-operation and their job. This is because of less work pressure and good salary. This is interesting to know that the employees are happy with their supervisor and wants to work for long. b. CAFE COFFEE DAY Most of the employees of Ccd are having working experience of less than 2 years so as to provide good physical environment. Number of employees are satisfied with the non-monetary benefits and with the nature of job. They are neither satisfied nor dissatisfied with the co-operation of coworkers. This is because the work pressure and average salary. Even then some employees wants to continue as their supervisor seems to care for them as a person. c. BARISTA Barista has employees with mixed years of experience so that experienced can teach non experience. Barista is providing excellent physical environment. Employees are satisfied with the non-monetary benefits and nature of job. People working there are satisfied with the co-operation of co-workers but they are not satisfied with salary due to work pressure. Employees are willing to continue as they are getting attention from their supervisor.

d. DOSA PLAZA Most of the employees at dosa plaza are working with less than 2 years of experience. It is providing good physical working environment. People working there are satisfied with the nonmonetary benefits and job. Employees are satisfied with the co-operation of co-workers due to this there is less job pressure but they are not satisfy with the salary and wants to discontinue working with dosa plaza. Costa is providing the best out of these four chains as as employees are getting all the benefits, motivation, encouragement and attention from supervisor which helps them to satisfy more.

7. BIBLIOGRAPHY a. http://www.wikipedia.org/ b. http://www.cafecoffeeday.com/