A PROJECT REPORT

ON
“A STUDY OF EMPLOYEES SATISFACTION AT BM SHAH
HOSPITAL”
In Partial Fulfilment for the Award of the Degree Of
MASTER OF BUSINESS ADMINISTRATION
OF
CHHATTISGARH SWAMI VIVEKANAND TECHNICAL UNIVERSITY,
BHILAI
SUBMITTED BY
MUKESH KUMAR SAHU
MBA SEMESTER III
Roll No.502907622043
Enroll. No.-CC0998
(Batch 2022- 24)

UNDER THE GUIDANCE OF

Dr. ANJANEYA SHARMA
Professor & Head
Department Of Management
RSR RCET, Bhilai.

RSR RUNGTA COLLEGE OF ENGINEERING & TECHNOLOGY

BHILAI (C.G.)
(MARCH, 2024)
 DECLARATION

This is to declare that project report entitled “A STUDY OF EMPLOYEES

SATISFACTION AT BM SHAH HOSPITAL” which is submitted by me in
partial fulfilment of the requirement for the award of degree of Master of
Business Administration to Chhattisgarh Swami Vivekanand Technical
University, Bhilai (C.G.) contains only my original work and due
acknowledgement has been made in the text to all other material used. This
project work has not been submitted to any university for the same.

Date: MUKESH KUMAR SAHU

Roll No.: 502907622043

Enroll. No.: CC0998
MBA Semester: III
 CERTIFICATE

This is to certify that Ms./ Mr. MUKESH KUMAR SAHU Roll No. 502907622043
Enrolment No. CC0998 is a student of MBA Semester III of this college and he/she has
undertaken a project work entitled “A STUDY OF EMPLOYEES SATISHFACTION AT BM
SHAH HOSPITAL” in partial requirement of MASTER OF BUSINESS
ADMINISTRATION degree of CHHATTISGARH SWAMI VIVEKANAND
TECHNICAL UNIVERSITY, BHILAI (C.G.) under my guidance. This is to confirm that
the project work has not been submitted to any other university or college for this purpose
before.

External Examiner Internal Examiner

Dr. Anjaneya Sharma Nouduri

Professor & Head
Department of Management
RSR RCET,Bhilai

Dr. Anurag Sharma

Principal
RSR RCET, Bhilai
 ACKNOWLEDGEMENT

I take this opportunity to express my gratitude to all the respondents who in some or other
way helped me to accomplish this challenging project in BM SHAH HOSPITAL. No amount
of written expression is sufficient to show my deepest sense of gratitude to them.

I am extremely thankful and pay my gratitude to Dr. Anurag Sharma,

Principal, RSR RCET, Bhilai. I am grateful to Mr. Dinesh Dubey, Dean Academics and all
employees of RSR RCET, Bhilai for their support.

My research guide Dr. Anjaneya Sharma, Professor and Head, Department of Management
for their valuable guidance and support on completion of this project in its present shape.

I am very thankful to CA. ABHISHEK RATHORE, Manager (Finance) for their everlasting
support and guidance on the ground of which I have acquired a new field of knowledge. A
special appreciative “Thank you” in accorded to all staff of BHILAI STEEL PLANT for their
positive support.

I also acknowledge with a deep sense of reverence, my gratitude towards my parents and
members of my family, who has always supported me morally as well as economically.At last
but not least gratitude goes to all of my friends who directly or indirectly helped me to
complete this project report.

MUKESH KUMAR SAHU

 TABLE OF CONTENTS
Chapter Topic Page No
I Introduction
 Concept 1 -10
 Theoretical Framework
 Industry Profile
 Company Profile
 Chapterization
II Review of Literature

 Research Gap 11 - 16

 Need of the Study

 Objectives and Scope
 Limitations
III Research Methodology
 Data Collection 17 - 19

 Sampling
 Sampling Method
 Sample size determination
IV Data Analysis and Interpretation 20 - 39
V Findings, Conclusions and Suggestions
Bibliography 40 - 47
Annexure
 CHAPTER – I
INTRODUCTION

INTRODUCTION:

Human resource management is a comparatively new and rapidly growing profession in India. It deals
with the management of people and is based upon very old and well- established disciplines such as
economics, psychology, anthropology, sociology, political science, etc. Most decisions made in health-
service institutions involve people and therefore, human resource management plays a very important
role in achieving the primary aim of hospitals of rendering the highest quality of care to the patients.
Health-service institutions have organized professional associations which maintain standards of
performance and behaviour embodied in a code of ethics. It provides competent service with integrity
and works for the welfare of the human beings whom it serves. Human resource management has been
recognized as a profession by academicians and industrialists because it has acquired all the
qualifications of profession and has proved its worth. It is the process of acquiring, training, appraising,
& compensating employees, & of attending to their labour relations, health & safety, & fairness
concerns. HRM is also a management function concerned with hiring, motivating, & maintaining people
in an organization. It focuses on people in oranizations. Human resource management in hospitals has
now become a necessity and it has to achieve effective utilization of human resources, desirable working
relationships among all employees, maximum employee development, high morale in the organization
and continuous development and appreciation of human assets. The productivity of the organization
depends significantly on employee job satisfaction. It not only influences the maximum work force but
greatly improves the sense of morale and commitment towards the organization amongst the employees.
Conducive work environment is one that gives workers a sense of pride in what they do. However,
employers that implement monetary as well as non-monetary initiatives to increase employee
satisfaction definitely reap the benefits of reducing lethargy, absenteeism and lower employee turnover
rates with greater organizational citizenship behaviour and commitments.

 IMPORTANCE OF STUDYING JOB SATISFACTION IN A HEALTH CARE

INSTITUTION:

Hospital personnel have difficulties in meeting the needs of their patients if their own needs are not met;
therefore hospital managers have responsibilities to both staff and patients. According to the literature,
job satisfaction in health care organization is related To many factors; optimal work arrangements, the
possibility to participate actively in the decision making process, effective communication among staff
and supervisors and to be able to express freely one's opinion. Collective problem solving and the
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attitude of management are also important to the satisfaction of the employees. Job satisfaction can be
increased by attending to motivating factors, such as making work more interesting, requiring more
initiative, creativity and planning. This is especially relevant when budget constraints limit increases to
pay and benefits. Managers who grasp the Importance of factors affecting the well being staff are more
likely to gain improved performance from the various groups of hospital staff. It is of utmost importance
to seek the opinions of employees and include them in decision making and problem solving processes.
This will improve satisfaction among the employee’s and make them feel that the are art of the
organization

 THE INTEGRATION OF JOB SATISFACTION IN MODERN QUALITY SYSTEMS:

Offering the highest quality of health care services possible to as many people who need them, within a
given environment of social, material, financial and human resources is the main goal of health care
systems and of every single health care organization or unit within an organization. Achieving this goal
requires a committed and high quality workforce in healthcare organizations and systems. Therefore
quality systems and quality awards, whether generic ones or designed specifically for healthcare
systems, increasingly address continuous human resources development, availability of highly motivated
and quality-oriented staff, as a pre-condition for the quality system of an organization to be certified,
recognized or awarded. Examples of well-known quality systems are the ISO 9001 quality management
requirements, National Accreditation Board for Hospitals & Healthcare Providers (NBAH), et Due to the
anticipated significant impact of human resources management on quality of services and its increasing
coverage in formalized quality systems, it is essential, that a healthcare establishment pays attention to
the quality of human resources in early stages of development of a quality system. Attending to job
satisfaction of staff is then a fundamental component of human resource quality. In particular many
researchers have demonstrated strong positive correlations between job satisfaction of medical staff and
patient satisfaction with the services in these health care settings. Consequently, by creating an
environment that promotes job satisfaction, a health care manager can develop employees who are
motivated, productive and fulfilled. This in turn will contribute to higher quality patient care and patient
satisfaction..

CONCEPTUAL FRAMEWORK:

In order to meet the commitment of the employees' job satisfaction the organization supposes to apply
HRM theory into practices. According to the theoretical evidence on the relationship of HR practice with
organizational effective indicates that HR practice influence employee commitment and other HR
performance measure, which then lead to organization effectiveness. Several elaborations of HRM
practices have been studied in the previously research such as Bradley, Petrescu and Simmons (2004)
give the term of HRM practices as define the following set of variables: work organization, supervision,
employee involvement/voice, recruitment and selection, training and learning, and pay practices. Along
2
the same line, Pfeffer (1994) identify the HRM practice such as employment security, selectivity in
recruiting, high wages, incentive pay, employee ownership, participation and empowerment, promotion
from within, training, and skill development. In addition, Delerly and Doty (1996) utilize the seven
variables of HRM practices which are internal career opportunities, formal training system, appraisal
measures, profit sharing, employment security, employee voice mechanisms, and job design. The term
job satisfaction is commonly referred in the context of employee's behaviour at work. Job satisfaction
can be understood more clearly in the context of employee's extent of satisfaction in general in his total
work/professional life situations. Job satisfaction has been defined as a pleasurable emotional state
resulting from the appraisal of one's job, an affective reaction to one's job; and an attitude towards one's
job.

 There are some important factors that determine job satisfaction of the employees in the
organization are as under: -

a) Work Content:

Content of the work itself is a major source of satisfaction. The work must be challenging. It should
lend itself opportunities to use employee skills, ability and experience. The content of the work should
be encouraging and interesting and have variety inbuilt in it so that it is not boring. Positive feedback
from the job and autonomy has been considered to be important for motivation of employees. Too
tough or job having two little challenge brings frustration and feeling of failure hence the job should be
moderately tough so that the individual has to stretch his ability, imagination and skills. Once such job
is completed successfully, the workers get a great sense of satisfaction.

b) Pay and promotion policy:

Salary and wages play decisive part in the study of job satisfaction. Equitable rewards are multi-
dimensional in nature. The benefits are of varied nature namely pay, perks and rewards are associated
with motivation of employees. Pay system and promotion policy of the organization must be just,
unambiguous and in line with the prevalent industry norms and employee expectations. Employee
wages and salary must ensure him the social status and should be able to fulfill the expectations.
Individual must perceive salary administration and promotion policy as being fair. Organization should
ensure that their policies are growth oriented and incremental in nature so that employees take on an
additional responsibility voluntarily. Apart from financial benefits, organization must provide adequate
perks and non-financial benefits so that they are motivated and display high level of satisfaction.

c) Supportive working condition:

Working conditions have a modest but lasting effect on job satisfaction. Due to fast development of
technology, it is necessary that the organizations are operating on upgraded technology, latest systems
and procedures. The layout of work place must be ideally suited from operational point of view and the
3
employees should display great degree of satisfaction. The place should be neat and clean with
necessary facilities as per Factories Act. Light, ventilation, cleanliness, enough space for work,
immediate availability of supervision, adequate latest tools and generally good surrounding will
definitely add to job satisfaction. If the work place were closer to home, it would add to employee
retention.

d) Work group:

The concept of work group and work teams is more prevalent today. Work group of multi skilled
persons with one goal will be able to function effectively if they are friendly and co-operative. The
work group serves as a source of support, comfort, advice and assistance to individual worker. A good
work group makes the job more enjoyable. The factor of work group support is essential for job
satisfaction. If the reverse conditions prevail, the people may not be able to get along with each other
and the level of job satisfaction will be reduced.

e) Personality job fit:

Individuals should be assigned the job that suits their interest. Recently it has beenseen that MBA
graduates are satisfied with their job if they get the job related to the "specialization" they have chosen
during the MBA degree. Persons having analytical approach should be assigned job in R&D
department so that their level of job satisfaction increases.

 INTERRELATION OF JOB SATISFACTION AND MOTIVATION THEORIE:

Both job satisfaction and motivation are the objects of investigation of diverse field of organizational
and psychological science, which incorporate aspects of clinical psychology, social psychology,
psychometrics and also broader social and organizational studies. Researchers have been dealing with
human motivation at workplace from two viewpoints, which also differ on the adherence to job
satisfaction. The first is a top down approach, which is rather the topic of organizational studies and
origins from a managerial viewpoint. It expects to find answers to the question: "how should I motivate
my workers to perform well?" this approach deals mainly with externally controlled (or directed)
motivation. It is related to categories and methods of job design and deals more with external (or
environmental or impersonal) characteristics of motivation— up to the viewpoint, that a worker by its
nature is lazy and negligent, and therefore should be motivated mainly by means of rewards, bonuses
and punishments. The staff member is an object, who should be motivated by different means to
perform well.

In this relation McGregor identified two fundamentally different sets of assumptions, held by
managers. The conventional view was labeled by McGregor as Theory X and the modern one as
Theory Y. Theory X presumes that an average employee inherently dislikes work and related physical
4
and mental efforts and whenever possible shall make attempts to avoid it. Therefore employees must
be directed, coerced, controlled and/or threatened with punishment to achieve goals of the
organization. Employees attempt to get out of responsibility and seek external direction whenever
possible. Most workers consider security of job more important than other work related factors and will
express little ambition. Method of motivation, based on theory X can be called as 'carrot — and —
stick' method In contrast, theory Y keeps the view point, that goals of an individual and of the
organization can be integrated. Managers supporting theory Y believe that subordinates work hard, are
cooperative and have positive attitudes. The expenditures of physical and mental effort in work are as
natural as play or rest. The manager should complement the employees' effort and creativity through
gaining their commitment to the organization's goals, which entails allowing self-direction and
discretion, reinforced through a system of feedback and rewards.

 INDUSTRY PROFILE:

Until the early 1980's, government run hospitals and those operated by charitable organization. From
the last two decade there seen the mushrooming of corporate and privately run hospitals. Most large
trust and corporate hospitals have invested in modern equipment and focus on super specialties. The
private sector accounts for 70 per cent of primary medical care and 40 per cent of all hospital care in
India. They employ 8() per cent of the countries medical personnel. The corporate hospital sector is
most evolved in the south while charitable or hospitals proliferate in the west. However, the north and
east showing a growing trend in private hospital expansion. Key therapeutic areas are cardiology,
nephrology, trauma or critical care. Hospital are not profit making, they are social institution to make
available to society the required medical services. Today hospitals are a place of diagnosis and
treatment of human ills. Hospital industry is an important component of the value chain in India.
Hospital rendering services are recognized as healthcare industry. It is growing at an annual rate of 14
per cent. The size of an Indian healthcare industry is estimated at Rs. l, 717 billion in 2007. It is
estimated to grow by 2012 to Rs.3163 billion at 13 percent CAGR.

The private sectors accounts of nearly 80 per cent of the healthcare market, while public expenditure
includes of 20 per cent. The country had 15,393(2()()9) hospitals, which had Rs 8.75 lakhs hospital
beds. According to WHO report, India needs to add 8(),()0() hospital beds each year for the next years
to meet the demands of its growing population. Medical tourism is changing the face of traditional
healthcare industry in India. India's cost advantage and explosive growth of private hospitals, equipped
with latest technology and skilled healthcare professionals has made it a preferred destination for
medical tourism, according to Ministry of Commerce and industry, Indian medical tourism that was
valued at S35() million US dollar in 2006, is estimated to grow into $7 billion US dollar by 2012.

5
PRESENT STATUS OF THE INDUSTRY:

With time the classes and quality of hospitals have changed a lot. Today most hospitals are trying to
provide all kinds of ultra facilities and are in the process of making states of the art hospitals. Hospitals
provide the infrastructure facility to healthcare

On the basis of objective:

 Teaching and research

 General hospital
 Special hospital

On the basis of ownership:

 Government hospital
 Semi-government hospital
 Voluntary organization
 Charitable trusts

On the path of treatment:

 Allopath
 Ayurveda
 Unani
 Homeopath
 Others

ON THE BASIS OF THE SIZE THERE ARE

 Teaching hospitals- generally have beds, which can be adjusted in tune with
number of students
 District hospital- generally have 200 beds, which can be raised to 300 in
contingencies
 Taluk hospital- generally has 50 beds that can be raised to depending on the
requirement.
 OVERVIEW OF HEALTHCARE SECTOR IN INDIA:
India's healthcare sector has made impressive strides in recent years. It has transformed to a USS
17 billion industry and is surging ahead with an annual growth rate of 13 per cent a year. The
healthcare industry in India expected to grow in size to Rs. 270,000 crores by 2012. The
healthcare industry employs over four million people, which makes it one of the largest services
sectors in the economy of our country. Healthcare is dependent on the people served; India's

6
 huge population of a billion people represents a big opportunity. People are spending more on
healthcare. The rise in literacy rate; the higher level of income; and an increased awareness
through the deep penetration of media, has constituted to greater attention being paid to health.
Corporation like the Tata's, Apollo Group, Fortis, Max, Wockhardt, Piramal, Is pat, Escorts have
made significant investments in setting up state-of-the-art private hospitals in cities like Mumbai,
New Delhi, Chennai and Hyderabad. Good Healthcare in India is in extreme short supply and it
is this gap that Corporate are looking to plug. Most users of healthcare prefer private services to
government ones. The private healthcare segment has grown into a formidable industry estimated
to be Rs.8, crores. Using the latest technical equipment and the services of highly skilled medical
personnel these hospitals are in a position to provide a variety of general as well as specialists'
services. "India is well positioned to tap the top end of the global healthcare industry because
of the facilities and services it offers, and by leveraging the brand equity of Indian healthcare
professionals across the globe", said Vinod Khanna, Union Minister of state for External affairs.
The Government of India places top priority to healthcare in the national agenda. It is very
serious about encouraging indigenous R& D and creation of human capital. This would improve
the quality of life of our people, leading to greater socio-economic progress of the country.

 COMPANY PROFILE:
B. M. Shah Hospital & Medical Research Center located in Bhilai is an institution of repute
since 1989. Formerly run under the name of Chhattisgarh Hospital, the hospital came into
force as B. M. Shah hospital & Medical Research Centre in July 2014 and offers a complete
range of treatments at reasonable cost & provides acute general, specialist and tertiary hospital
care where patients are treated at nominal charges, understanding their individual needs &
delivering utmost medical care. It offers excellence in in-patient and out-patient facilities,
focusing on the comfort and safety of our patients and their loved ones. It essentially functions
as a “not-for-profit” institution with the motto of “Healthcare with Humanity”. The present-day
state-of-the-art 100-bed multi-specialty hospital is run by Shri Bhanji Monji Shah Charitable
Trust.
B. M. Shah Hospital & Medical Research Center has a robust presence in over 25 specialties in
the healthcare spectrum and is home to an Independent, non-profit charitable medical Centre
that provides high-quality care to the mankind. It has emerged as one of the trusted integrated
healthcare providers in the region.

GOALS
Patient Satisfaction :

7
To treat patients and their caregivers with compassion, care, and understanding. To bring
humanity to healthcare.

Integrity :

We believe in being principled, open and honest.

We believe in practicing medicine ethically and morally and delivering health care the way it is
supposed to be.

Teamwork & Hospitable Work Environment :

We believe in:-

o Proactively supporting each other and operating as one team.

o Respecting and valuing people at all levels with different opinions, experiences, and
backgrounds.

o Putting the patient’s needs’ before department/self-interest/hospital.

o Creating a stress-free and enjoyable work atmosphere.

o Happy Caregivers = Happy Patients.

 B. M. Shah Hospital & Medical Research Centre Is A Unit Run And

Managed By Bhanji Monji Charitable Trust To Serve The Needy With A
Hope To Provide Healthcare To Humanity.
Our commitment towards excellence can be affirmed by over 20 thousand patients including
1256 ICU and 285 NICU patients we have treated and overall 1724 surgeries conducted in a
tenure of two years including :
 400 Cesarean deliveries
 415 Orthopedic
 39 Neuro Surgeries
 294 General Surgeries
 24 Laparoscopic Surgeries
 142 Urology Surgeries
 157 ENT Surgeries
 48 Plastic Surgeries

8
 OUR EFFORT
To further enhance local health promotion efforts, B. M. Shah Hospital arranges camps in
nearer villages. The camps provide free health checkup on Diabetic, Cardiovascular, Obstetrics
& Gynecology and Orthopedics, also provides free medicines and a variety of test to more than
100 people at a time. B. M. Shah Hospital plays a key role in furthering the B. M. Shah
Hospitals’ Live Well community health initiative by providing free educational programs and
health screenings in a variety of non-traditional settings.
MISSION:
The hospital constantly strives to:
 Achieve customer satisfaction by compassionate attitude and quality
healthcare services
 Provide comfortable and a risk free environment for the patients
 Bring quality healthcare within the financial reach Of every individual
 Attain excellence in medical education and research
 Provide comfortable and safe working environment for the employees
VISION:
BM Shah Hospital is committed to bring quality medical care of the highest standard within the
reach of every individual. To realize this dream of quality healthcare for all, the hospital strives
for excellence in medical services, health education, and research.

1.4 Chapterization :

9
 CHAPTER - II

LITERATURE REVIEW
1. In 1981, Partridge observed that in Britain, the work satisfaction level of women was
found to be higher compared to black men, as they typically had lower expectations
from their jobs. Beumont 1982 highlighted the work satisfaction level of general
households in the US and Britain. The study found that in the US, there was an
optimistic relationship between job satisfaction and age, whereas in Britain, it was
considerably lower.
2. Savery (1987) determined the effect of motivators on job satisfaction. He stated that
intrinsic motivators helped in achieving job satisfaction. The study indicated that stress
was one of the important factors contributing to disappointment in life and job
satisfaction; therefore, it had to be properly addressed to reduce dissatisfaction levels.
The boss helped in elevating satisfaction levels by offering intrinsic motivators such as
challenging work and supporting the career development of subordinates, assisting
those who needed help.
3. Savery (1989) defined the satisfaction of nurses in Perth, Western Australia. The job
satisfaction level of the nurses was mainly attributed to interesting and challenging
work, followed by a feeling of success. Salary was ranked as a very low satisfier. The
job satisfaction level increased as individuals grew older, with variables like gender,
tenure in the hospital, position, and power held being controlled. Organizations were
advised to focus on satisfying the three basic needs (Individual motivators, Employee
relationships, personal relationships) of an employee to help them achieve job
satisfaction.
4. Ingram (1992) stated that job satisfaction was related to work, co-workers, promotion,
pay, and supervision, which in turn related to customer orientation. In the service
industry, frontline workers were the ones who interacted with customers regularly,
influencing customer perception through their behaviours and product/service
knowledge. Promotion was deemed very important in determining work satisfaction. It
was the manager's duty to monitor and improve employees' satisfaction levels related to
supervision quality, working conditions, comparative compensations, and various
benefits and company policies to achieve desired satisfaction in personal and
professional life.

10
5. Ostroff (1992) stated that employee satisfaction was of great importance not only for
employees but also for the entire organization. Satisfied employees were usually happy
and motivated to work, leading to amazing results for the organization. Conversely,
dissatisfied employees would not be encouraged, would be disturbed by their work
routine, and might avoid work altogether (sick leave, days off, etc.).
6. Melvin (1993) stated that the organizational design of an organization played a very
important role in the level of job satisfaction and high job involvement among
employees in hospitals. A good quality environmental design of an institute helped
resolve employee misunderstandings.
7. Tietjen & Myers (1998) defined the theories of job satisfaction mentioned by Herzberg
and Locke. Job satisfaction was always at its maximum when an employee was satisfied
with the work. A well-furnished office and the work environment didn’t help much,
whereas the basic duties assigned in the job and the intrinsic feelings related to the
individual were an optimistic approach toward the job and workplace.
8. MacDermid (1999) stated that there were six variables of workaholic patterns,
including workaholics, enthusiastic workaholics, work enthusiasts, unengaged workers,
relaxed workers, and disenchanted workers. The job satisfaction level and career
satisfaction level were much higher in enthusiastic workaholics, work enthusiasts, and
relaxed workers than in workaholics, unengaged workers, and disenchanted workers due
to future career prospects, involvement in work, and enjoyment of work.
9. Oshagbemi (1999) highlighted the job satisfaction levels of academics and their
managers in a comparative study. Managers and academics were unable to achieve job
happiness because they were not satisfied with the present pay, research, administration,
and management.
10. Zaki (2003) explained the job satisfaction and performance of non-managerial staff in
Lebanese banking. The researcher found a significant relationship between job
satisfaction and gender in relation to pay and supervision. Only satisfied individuals in
the organization performed, and it was the organization's duty and responsibility to take
proper care of its employees.
11. Warn (2003) highlighted workplace dimensions leading to stress and ultimately
reducing job satisfaction in professional life. Stress increased in the workplace due to
lack of power, role conflict, and role ambiguity, leading to improved job frustration. A
positive working atmosphere, like a positive learning environment or absence of
annoyance, helped reduce stress and achieve work satisfaction.
12. Kaarana M. (2004) conducted a study to evaluate the level of job satisfaction and
factors related to it among staff at an Estonian hospital. The respondents were divided
into five professional categories: physicians, nurses and nursing associates, other health
11
 professionals, organizational staff, and support staff. Study results showed a positive
correlation of job satisfaction with variables such as planning, relationship with the
supervisor, and emotional aspects of the organization. There was a significant negative
relationship between job satisfaction and factors like knowledge, work stress, and
unrealistic expectations.
13. Saari & Judge (2004) discussed employee positive attitudes leading to better
satisfaction in the workplace. Employee attitude was related to the job, and when a
person liked their job, the satisfaction point increased, thereby enhancing the overall
performance of the institute.
14. Keshtkaran A. (2005) investigated faculty members’ satisfaction with various
components of their academic career, such as the nature of work, salary, promotion, and
relations with managers and colleagues. Study results revealed the highest levels of
satisfaction with the nature of their work and their colleagues. Analysis of data showed
statistically significant linear relationships between age and promotion aspects, salary,
overall satisfaction score, years of employment and salary amount, academic rank, and
promotion variable. Age was also directly related to all dimensions of satisfaction.
15. Austin (2007) mentioned self-fulfilment, independence, and job surroundings as the key
reasons for managers’ job satisfaction. Employers should focus on these three factors,
along with demographic variables, to enhance job satisfaction. sector, number of
employees supervised) independence in work and the work environment to make the
system flawlessly leading to job satisfaction.
16. Omey (2007) discussed the relationship between educational level and job satisfaction.
Higher educated workers were always satisfied compared to lower educated workers, as
higher educated individuals obtained jobs of better quality.
17. The aim of Billie Coomber, K. Louise Barriball (2007) in their paper was to explore
the impact of job satisfaction components on intent to leave and turnover for hospital-
based nurses to identify the most influential factors. Findings suggested that stress and
leadership issues continued to exert influence on dissatisfaction and turnover for nurses.
18. Silverthrone (2008) studied the contribution of the personality variable LOC on job
satisfaction and related outcomes such as performance and job stress. Findings revealed
that an internal locus of control led to lower levels of job stress and higher levels of job
satisfaction. External LOC did not reduce job stress, whereas an internal locus of
control led to performance and satisfaction by reducing job stress.
19. Mosadeghrad et al. (2008) studied the connection between job satisfaction,
organizational assurance, and income intention among hospital employees in Isfahan,
Iran. Within the items of the job satisfaction scale, respondents were most satisfied with
aspects like co-worker relationships, the nature of the job, and task necessity. They were
12
 least satisfied with salaries and benefits, working conditions, recognition, promotion,
and job security. Results revealed a positive correlation between job satisfaction and
organizational obligation, indicating that highly satisfied employees were more
committed to the healthcare service. Job satisfaction and commitment were extensively
associated with employees' intention to leave.
20. Peltier J. & Dahl A. (2009) conducted a research study consisting of two components.
An advice-giving committee participated in an online forum about the quality of
service, motivation, satisfaction, and employee performance. Quantitative analysis
matched employee satisfaction data with patient satisfaction data to assess the
relationship between employee satisfaction and patient experiences. The findings
showed that hospital departments with higher levels of employee satisfaction provided
better experiences for patients. Participants in the online forum emphasized the value of
employees in enhancing the patient experience, stressing the importance of needs like
recognition, respect, and visibility.
21. Artz (2010) studied the link between fringe benefits and job satisfaction, noting that
fringe benefits didn't always lead to job satisfaction. Organizations needed to review
their systems to provide fringe benefits as required and provide employees every
opportunity to avail them, ultimately leading to job satisfaction.
22. Antvor (2010) discussed the influence of national culture on national job satisfaction
levels and its effect on other evaluations of job-related aspects. Although cultural
influence was present in national job satisfaction, not all aspects of job satisfaction were
culturally specific. Management had to be careful while comparing the results from a
cross-national job happiness study.
23. Bhatnagar K. & Srivastava K. (2011) conducted a study to develop a scale and
calculate the job satisfaction status of medical teachers. Results showed that job
satisfaction of faculty was at a "normally satisfied or not" level on the Likert scale. Most
faculties found their job important but felt most dissatisfied with work rewards, working
conditions, and the sense of work reaching.
24. Jethanna R. et al. (2011) explored the correlation between employees' personal profiles
and their satisfaction with the job. Job satisfaction, job security, and commitment to the
organization were significantly associated with facilities like insurance coverage and
education for dependent children provided by the organization.
25. Al-Zoubi (2012) studied the relationship between job satisfaction in various private and
public Jordanian organizations and salary. He found that salary was not a prime factor
that influenced job satisfaction. Though the financial effect was fast, it had a very short
effect. Job satisfaction was always a long-term requirement by an organization, so

13
 organizations should think of innovative ways to enhance all job aspects, including
salaries and psychosocial variables that enhance work-life quality.
26. Witte (2012) highlighted the group differences aspect in job satisfaction. The study was
conducted on the banking sector in Belgium. A model was created for testing the
hypothesis. The model was "Job Demand Control support," and the analysis found that
job demand had the highest effect in explaining satisfaction in relation to the working
conditions and less in relation to explaining satisfaction with job content.
27. Bagheri et al. (2012) investigated factors disturbing job satisfaction from the perception
of employees working in the health system. With the help of eight focus group
discussions, the factors affecting job satisfaction of the employees of the health system
were discussed. The factors acknowledged from the literature review were categorized
into four groups: structural and managerial, social, work in itself, background and
welfare. A new factor related to individual character such as employee personal
uniqueness and development was identified during focus group discussions. The authors
concluded that the individuality of the employee's character should be taken into
account as a factor affecting job satisfaction.
28. Singh & Jain (2013) stated that employees' positive attitude reflected the ethics of the
organization. The work environment was the key factor in job satisfaction. Good work
surroundings and a good working situation led to job satisfaction, at the same time
helping in increasing employee work performance, prosperity, customer satisfaction, as
well as retention.
29. U.S. News & World Report named Clergy as one of the top 30 careers in 2009 (Nemko
2008). Five criteria were considered: job outlook, job satisfaction, difficulty of required
training, prestige, and pay (Nemko 2008a). Many of the “30 Best Careers” were in
helping professions including fire fighter, physical therapist, registered nurse, school
psychologist, and veterinarian among others (Nemko 2008b). Marty Nemko (2008c)
noted that “being a cleric is not a job – it is a life” and that you must be able to inspire
others through word and deed, especially at critical moments in life. This may seem to
be a tall order and may be one of the reasons many expect clergy to be “burned out.”
Much of the research on job satisfaction in clergy has been on burnout and emotional
exhaustion. Some of that research is summarized below.
30. K. Rajam, Dr. D. Sivasubramanian, Dr. V.P.T. Dhevika, Dr. O.T.V. Latasri (September
2013) concluded in their research paper that job satisfaction strongly influenced the
productive efficiency of a hospital and increased effectiveness by making the employees
more participative with the immediate superiors and providing training programs.As per
Alam Sageer, Dr. Sameena Rafat, Ms. Puja Agarwal (Sep-Oct. 2012), 'Identification of

14
 Variables Affecting Employee Satisfaction and their Impact on the Organization'
discussed various variables responsible for employee satisfaction.

31. Singh Rajkumar G. (2013) conducted a study on hospital employees to check out the
factors influencing job satisfaction. The author stated that the positive performance of
an employee in the organization is an outcome of his satisfactory job experience. The
study investigated the factors influencing job satisfaction among the private hospital
employees of Manipur in India. There was a significant relationship between job
satisfaction of employees and connection behaviour factors, pay and reward factors, and
training and career growth factors. Pay and expense factors were the most important
factors absolutely linked with employee job satisfaction.
32. Elarabi. H. M., & Johari F. (2013) studied the factors that affected job satisfaction and
job performance and the relationship between job satisfaction and job performance. The
study recognized four factors: work comfort, work management, salary, and incentives
and evaluated their contact on job satisfaction of the medical staff working in
government hospitals in Libya. Recruits and medical workers were not satisfied with all
the factors affecting job satisfaction, which led to low job awarding in the hospital.
33. A., & Akhtar N. (2014) studied the property of professed work-life balance and job
satisfaction on directorial commitment among healthcare employees. It was predicted
that perceived work-life balance fosters job satisfaction, which leads to governmental
commitment among employees in the long run. Consequences showed that respondents
have a fair level of professed work-life balance, job satisfaction, and organizational
commitment. The author concludes that work-life balance and job satisfaction are
important for increasing and attractive organizational commitment among healthcare
workers.
34. According to Hemalatha S, Ganapathy S, Poongavanam S (2020), job satisfaction of
the workforce played an important role in the performance of the healthcare sector. Job
satisfaction depended on many factors which affected the behavior of employees and
also affected the function of the organization. An effective working health system was
not possible without the job satisfaction of the employees. Every year, many employees
quit their profession due to dissatisfaction with their job.
35. According to Gopinath R, Kalpana R (2019), job satisfaction was one of the main
interests in the field of organizational behavior and the practice of human resource
management. Job satisfaction was considered the result of job involvement and
organizational commitment. When employees were involved in their work, satisfaction
occurred. Job involvement and organizational commitment had been acting as important
factors that contributed to job satisfaction.
15
 36. According to Dhamija P, Gupta S, Bag S (2019), job satisfaction of employees was
one of the important prerequisites to ensure the smooth functioning of banks. The
purpose of their paper was to explore the association of job satisfaction with the quality
of work-life factors of bank employees, followed by the essential influential relationship
of these concepts with socio-demographic characteristics, thereby proving its own
distinct contribution to the subsisting body of literature.
1.1 Research Gap:

1.2 Need of the Study:

1.3 Objective of the Study:

The main objective of the study is to understand the level of job satisfaction among
the employees of BM Shah Hospital. Below are some of the sub objectives:

 To understand the level of employee satisfaction and factors which make the
employees desirable with respect to company policies, working conditions and
other factors.
 To find out the satisfaction level regarding the job factors.
 To study the areas of improvement & give suggestions for future improvement.

1.4 Scope:
The development of any of the organization is mainly depending on the satisfaction level of the
employees so that they can perform well in the organization. The Company can analyze the
level of employee satisfaction in their organization. The company can improve the working
conditions, environment and other policies to satisfy the employees based on the results of this
survey. They can implement these suggestions to overcome many problems faced by the
organization. I can understand how actually an organization works and can get more insight on
the concept of job satisfaction. It provides me a great opportunity to relate theoretical concepts
learnt in my course to the actual happenings in the organization. I can get an opportunity to
provide suggestions. Job Satisfaction is considered as a key issue by the entrepreneur where
efforts are taken and programs are initiated. So every organization is giving higher priority to
keep their employees with satisfaction by providing several facilities which improve
satisfaction and which reduces dissatisfaction. It is said that satisfied employee is a productive
employee, any kind of grievance relating to organizational or personal to a greater extent
influence on the job.

1.5 Limitations:
16
Some of the limitations of my study at BM Shah Hospital are as follows:

 Within a limited time period a lot of information had to be collected.

 The employee's attitude and opinion may change in future, so future relevance to
 the study cannot be assured
 Some respondents have not answered the questions seriously.
 Some respondents felt hesitated to express their opinion. Hence attaining accurate
 result is not possible.
 The analysis part is done with the available data gathered.
 Due to the limitation of the time the research could not be made more detailed.

17
 CHAPTER – III

RESEARCH METHODOLOGY

1.1 Data Collection:

 Interviews conducted with staff, nurses, doctors, receptionists, managers, and supervisors from
the different departments of BM Shah Hospital, Bhilai, focusing on employee job satisfaction.

 Observation of daily morning reports, compensation, salary, bonus, employee’s satisfaction and
other facilities which very important point of this data collection.

 Site visits to the BM shah hospital to understand to decision-making process of top

managememt and visits to the OPD, General, ICU And many other departments to learn about
the employees satisfaction in hospital.

1.2 Sampling:

 Population: All Employee’s which works in the BM Shah Hospital.

 Sampling Frame: List of potential respondents, such as specialists doctors, nurses, word boys,
and other staff of hospital.

 Sampling Units: Individual Employees and staffs.

 315 respondents for google forms surveys and approximately 35 individuals for face to face
interview.

Key Characteristics:

 Random selection of participants.

 Each individual in the population has an equal chance of being chosen.

 Allows for generalization of findings to the larger population.
18
1.3 Sampling Methods:

Random Sampling: Selecting respondents randomly from the population to ensure each individual has
an equal chance of being included in the sample. I employed the method of stratified sampling for data
collection at BM Shah Hospital. This approach was chosen due to the diverse nature of individuals
within the hospital, encompassing various characteristics such as age, gender, income group,
qualifications, and years of experience, among others.

Rationale:

At Bm Shah hospital, the population under study represented a wide spectrum of demographics and
backgrounds. By implementing stratified sampling, I aimed to ensure that the sample captured this
diversity effectively. This method allowed for the creation of strata or subgroups based on specific
characteristics, ensuring representation from each segment of the population. Consequently, the
resulting sample would be more reflective of the entire population, enabling more robust and nuanced
analysis of the research objectives.

Significance:

Stratified sampling offered several advantages in this context. By partitioning the population into
distinct groups, it facilitated targeted sampling efforts, thereby increasing the likelihood of obtaining a
representative sample. Additionally, stratification helped address potential biases that could arise from
disproportionately sampling certain demographic groups. Ultimately, this approach enhanced the
validity and reliability of the survey data collected from BM Shah Hospital, contributing to more
accurate and insightful research findings

1.4 Sample Size Determination:.

 Ensure the sample size is large enough to provide meaningful insights and statistical
significance but not so large as to be impractical or excessively costly.

 Considerations such as budget constraints, time limitations, and the heterogeneity of the
population may also influence the determination of sample size.

Justification for Sample Size:

 I selected the different departments of hospital, as it aligns with

19
  your research interests and expertise. Resources available for the research included the
department's expertise, access to data, reports, and knowledge of managers and employees,
which provided valuable insights for your study.

Sampling Methodology:

 I employed stratified sampling due to the diverse range of people at BM Shah Hospital,
considering factors such as age, gender, qualifications, income group, and experience.

 Face-to-face interviews were conducted to gather additional data and insights from participants.

Population Characteristics:

 The target population included all individuals within the different department of hospital
(comprising staff, nurses, doctor’s, managers, and heads), totalling over 315 people.

Sampling Considerations:

 Limitations in time (30-day internship period), budget constraints, and logistical

challenges such as vehicle accessibility and arranging meetings influenced the research
process.

 These constraints necessitated a strategic approach to data collection and sampling

methods within the available resources.

Sampling Precision
 Despite aiming for accurate results, challenges such as incomplete survey responses
and technical difficulties during data collection may have affected the precision of the
findings.

Potential Analysis Techniques:

 Analysis of the collected data will involve using statistical tools such as pie charts to
visualize and interpret the findings effectively.
If you choose a different confidence level, various online tools can help
you find your score.
Necessary Sample Size = (Z-score)2 StdDev(1-StdDev) / (margin of

20
 error)2

CHAPTER – IV

DATA ANALYSIS

Age.
Age.
1
2
3
4

Responded Frequency percent

Under 18 50 14.8

18 – 24 116 34.4

25 -34 126 37.4

35 – 45 45 13.4

Above 45 0 0

21
 Total 337 100.0

Interpretation: The data on age distribution shows a diverse range of respondents. The largest
proportion falls within the 25-34 age bracket, constituting 37.4% of the total respondents. This
suggests that the survey attracted a significant number of individuals in the prime of their adulthood,
likely with varied experiences and perspectives. Notably, there is a substantial representation of
younger adults aged 18-24, comprising 34.4% of respondents.

Gender:

Gender:
1
2
3

Responded Frequency percent

Male 191 56.7

Female 101 30.0

Other 45 13.4
22
Total 337 100.0
Interpretation: The gender distribution within the respondents showcases a significant majority of
male participants, comprising 56.7% of the total. This suggests a potential gender disparity in the
survey's reach or appeal, with men being more inclined to participate compared to women. Conversely,
female respondents represent 30.0% of the total, indicating a noticeable but smaller presence. The
inclusion of an "Other" category, constituting 13.4% of respondents, acknowledges and respects gender
diversity, highlighting the importance of inclusivity in data collection and analysis. However, further
exploration may be necessary to understand the reasons behind the gender distribution disparities and
to ensure the survey's findings adequately represent diverse perspectives

Qualifications Group:
Qualifications:
1
2
3
4

Responded Frequency percent

Higher secondary school 84 24.9

Graduation 88 26.1

Post - Graduation 120 35.6

Doctorates 45 13.4

Total 337 100.0

23
Interpretation: The data regarding qualifications demonstrate a varied educational background among
respondents. The majority of respondents possess either a Post-Graduation degree (35.6%) or
Graduation degree (26.1%), indicating a substantial proportion of highly educated individuals engaging
with the survey. This suggests a potentially knowledgeable and informed respondent pool capable of
providing nuanced insights on complex topics. Furthermore, a significant percentage of respondents
hold Higher Secondary School qualifications (24.9%), indicating engagement from individuals with
diverse educational backgrounds. The presence of respondents with Doctorates (13.4%) suggests
involvement from experts or individuals with specialized knowledge, which could enrich the quality of
responses

Income Group:
Income Group:
1
2
3
4
5

Responded Frequency percent

Below 1 lakh 51 15.1

1lakh – 5lakhs 73 21.7

5lakhs – 10 lakhs 123 36.5

10lakhs – 15lakhs 89 26.4

Above 15lakhs 1 .3

24
 Total 337 100.0

Interpretation:

The data also reveals a minimal representation of respondents with incomes above 15 lakhs (0.3%),
suggesting limited participation from individuals in higher income brackets. Understanding the
perspectives of respondents across various income levels is crucial for ensuring the inclusivity and
representativeness of survey findings, especially concerning socioeconomic issues.

1. Goods and service tax is beneficial for consumers.

1. Goods and service tax is beneficial for consumers.
1
2
3
4
5

Responded Frequency percent

Strongly Agreed 51 15.1

Agreed 75 22.3

Neutral 41 12.2

Disagreed 79 23.4

Strongly Disagreed 91 27.0

Total 337 100.0

25
Interpretation: The data on respondents' perceptions of GST's benefits for consumers suggests a
mixed sentiment. While a notable percentage (37.4%) expressed agreement or strong agreement with
the statement, indicating perceived benefits, a significant proportion (50.4%) disagreed or strongly
disagreed. This polarization of opinions implies a lack of consensus among consumers regarding the
advantages of GST. The presence of respondents who are neutral (12.2%) indicates uncertainty or
ambivalence toward the impact of GST on consumers. Overall, the data underscores the complexity of
evaluating GST's benefits, reflecting diverse viewpoints among consumers.

2.GST influences the purchasing decision of the consumer.

2.GST influences the purchasing decision of the consumer.
1
2
4

Responded Frequency percent

Strongly Agreed 118 35.0

Agreed 56 16.6

Neutral 0 0

Disagreed 163 48.4

Strongly Disagreed 0 0

Total 337 100.0

26
Interpretation: The data reveals a strong influence of GST on consumer purchasing decisions, with a
majority (51.6%) strongly agreeing or agreeing with the statement. Conversely, a substantial proportion
(48.4%) disagreed with the statement. The absence of neutral responses suggests a clear stance among
respondents regarding GST's influence on their purchasing behaviour. This indicates that GST plays a
significant role in shaping consumer choices, highlighting its importance as a factor considered during
the decision-making process.

3. The consumer is familiar with the Goods and Service Tax.

3. The consumer is familiar with the Goods and Service Tax.
1
2
3
4
5

Interpretation:

Responded Frequency percent The data

indicates
Strongly Agreed 76 22.6
varied

Agreed 94 27.9 levels of

Neutral 34 10.1

Disagreed 48 14.2

Strongly Disagreed 85 25.2

Total 337 100.0

familiarity among consumers regarding GST. While a notable percentage (50.5%) agreed or strongly
agreed that they are familiar with GST, a considerable proportion (39.4%) disagreed or strongly
disagreed. The presence of neutral responses (10.1%) suggests a segment of respondents who may
have limited knowledge or uncertainty regarding GST. Overall, the data suggests that while a

27
significant portion of consumers may be familiar with GST, there is still a notable segment that lacks
understanding or awareness of its implications.

4. GST has made consumers more conscious about their purchases.

4. GST has made consumers more conscious about their purchases.
1
2
3
4

Responded Frequency percent

Strongly Agreed 45 13.4

Agreed 127 37.7

Neutral 51 15.1

Disagreed 114 33.8

Strongly Disagreed 0 25.2

Total 337 100.0

Interpretation: The data suggests that GST has heightened consumer awareness regarding
purchases, with a majority (51.1%) agreeing or strongly agreeing with the statement. However, a
substantial proportion (49.0%) also disagreed with the statement. The absence of respondents strongly
disagreeing suggests a general acknowledgment of GST's influence on consumer consciousness. This
implies that GST has prompted consumers to be more mindful of their spending decisions, likely due
to increased transparency in pricing and taxation under the GST regime.
28
5. GST has influenced consumer decisions to purchase items online
rather than in-store.
5. GST has influenced consumer decisions to purchase items online rather than in-store.
2
3
4
5

Responded Frequency percent

Strongly Agreed 0 0

Agreed 167 49.6

Neutral 44 13.1

Disagreed 125 37.1

Strongly Disagreed 1 .3

Total 337 100.0

Interpretation: T

he data reflects a mixed perception regarding the impact of GST on consumer preferences for online
versus in-store purchases. While a significant majority (62.7%) agreed or strongly agreed that GST
influenced online purchases, a notable proportion (50.2%) also disagreed. The presence of neutral
responses (13.1%) indicates uncertainty or ambivalence regarding the statement. Overall, the data
suggests that while GST may have influenced some consumers to prefer online shopping due to
potential cost savings or convenience, others may not perceive a significant impact on their purchasing
behaviour.

29
6. The Goods and Service Tax Act motivates to the consumer to consume
the products and services.
6. The Goods and Service Tax Act motivates to the consumer to consume the products and services.
1
2
3
4
5

Responded Frequency percent

Strongly Agreed 38 11.3

Agreed 89 26.4

Neutral 85 25.2

Disagreed 86 25.5

Strongly Disagreed 39 11.6

Total 337 100.0

Interpretation: The data indicates a mixed perception regarding the motivational influence of GST
on consumption. While a substantial portion (37.7%) agreed or strongly agreed with the statement, an
almost equal proportion (36.9%) disagreed or strongly disagreed. The presence of neutral responses
(25.2%) suggests uncertainty or ambivalence among respondents regarding GST's motivational impact.
Overall, the data implies that while GST may incentivize consumption for some consumers, others may
not perceive it as a significant motivator.

30
7. Implementation of GST will cause higher prices of goods and services.

7. Implementation of GST will cause higher prices of goods and services.

1
2
3
4
5

Responded Frequency percent

Strongly Agreed 36 10.7

Agreed 137 40.7

Neutral 41 12.2

Disagreed 88 26.1

Strongly Disagreed 35 10.4

Total 337 100.0

Interpretation: The data suggests a widespread concern among consumers regarding the potential
inflationary effects of GST implementation. A majority (51.4%) agreed or strongly agreed that GST
would lead to higher prices, while a notable proportion (36.8%) disagreed. The presence of neutral
responses (12.2%) indicates uncertainty or ambivalence regarding the statement. Overall, the data
highlights the apprehension among consumers regarding the impact of GST on cost of living and
affordability.

31
8. The GST Act shows a very strong relationship between "necessary
routine household products and income".
8. The GST Act shows a very strong relationship between "necessary routine household products and
income".
1
2
3
4
5

Responded Frequency percent

Strongly Agreed 1 .3

Agreed 135 40.1

Neutral 37 11.0

Disagreed 50 14.8

Strongly Disagreed 114 33.8

Total 337 100.0

Interpretation: The data indicates mixed perceptions regarding the relationship between necessary
household products and income under the GST regime. While a notable proportion (51.4%) agreed or
strongly agreed with the statement, an almost equal percentage (48.6%) disagreed or strongly
disagreed. The presence of neutral responses (11.0%) suggests uncertainty or ambivalence regarding
the statement. Overall, the data underscores the complexity of assessing the relationship between GST
and household expenses, reflecting diverse viewpoints among consumers regarding its impact on
affordability and income disparities.

32
9. Implementing a Goods and Services Tax to increase consumers' spending ability.
9. Implementing a Goods and Services Tax to increase consumers' spending ability.
1
2
3
4
5

Responded Frequency percent

Strongly Agreed 117 34.7

Agreed 144 42.7

Neutral 3 .9

Disagreed 34 10.1

Strongly Disagreed 39 11.6

Total 337 100.0

Interpretation: The data suggests a strong inclination among respondents toward the idea of
implementing GST to enhance consumers' spending ability. A significant majority (77.4%) agreed or
strongly agreed with the statement, indicating widespread support for the notion that GST
implementation could positively impact consumers' purchasing power. The presence of only a small
percentage (12.0%) expressing disagreement or strong disagreement suggests a prevailing belief
among respondents in the potential efficacy of GST as a means to boost consumer spending. However,
the presence of neutral responses (0.9%) indicates a minority of respondents who may be uncertain or
ambivalent about the proposed relationship between GST implementation and increased spending
ability.

33
10. GST tax rates play a major role in the price fixation of consumer
durables goods.
10. GST tax rates play a major role in the price fixation of consumer durables goods.
1
2
3
4
5

Responded Frequency percent

Strongly Agreed 39 11.6

Agreed 88 26.1

Neutral 42 12.5

Disagreed 122 36.2

Strongly Disagreed 46 13.6

Total 337 100.0

Interpretation: The data reveals diverse opinions regarding the role of GST tax rates in determining
the prices of consumer durables. While a notable portion (37.7%) agreed or strongly agreed with the
statement, indicating a perceived influence of GST tax rates on pricing, a similar percentage (49.8%)
disagreed or strongly disagreed. The presence of neutral responses (12.5%) suggests uncertainty or
ambivalence among respondents regarding the extent of GST's impact on price fixation. Overall, the
data reflects a lack of consensus among respondents regarding the significance of GST tax rates in
determining consumer durable prices, highlighting differing perspectives on the issue.

34
11. GST eliminates the cascading tax effects on consumers' products.

11. GST eliminates the cascading tax effects on consumers' products.

1
2
3
5

Responded Frequency percent

Strongly Agreed 75 22.3

Agreed 88 26.1

Neutral 135 40.1

Disagreed 0 0

Strongly Disagreed 39 11.6

Total 337 100.0

Interpretation: The data suggests a mixed perception regarding GST's effectiveness in eliminating
cascading tax effects on consumer products. While a significant proportion (48.4%) agreed or strongly
agreed with the statement, indicating a belief in GST's efficacy in addressing tax cascading, an almost
equal percentage (52.0%) expressed disagreement or strong disagreement. The absence of neutral
responses suggests a clear stance among respondents regarding the statement. Overall, the data
underscores the ambiguity surrounding the extent to which GST effectively mitigates cascading tax
effects, reflecting varied opinions among respondents on the matter.

35
12. GST reduced the burden of taxes on the consumer's goods.
12. GST reduced the burden of taxes on the consumer's goods.
1
2
3
4
5

Responded Frequency percent

Strongly Agreed 1 .3

Agreed 124 36.8

Neutral 46 13.6

Disagreed 127 37.7

Strongly Disagreed 39 11.6

Total 337 100.0

Interpretation: The data indicates a lack of consensus among respondents regarding the impact of
GST on reducing the tax burden on consumer goods. While a notable proportion (38.1%) agreed or
strongly agreed with the statement, suggesting a perceived reduction in tax burden, an almost equal
percentage (49.3%) disagreed or strongly disagreed. The presence of neutral responses (13.6%)
indicates uncertainty or ambivalence among respondents regarding the statement. Overall, the data
highlights the diversity of opinions regarding GST's effectiveness in alleviating tax burdens on
consumer goods, suggesting varying perceptions among respondents regarding its efficacy in this
regard.

36
13. Consumers' shopping frequency changed after the implementation of
GST.
13. Consumers' shopping frequency changed after the implementation of GST.
1
2
3
4
5

Responded Frequency percent

Strongly Agreed 42 12.5

Agreed 113 33.5

Neutral 81 24.0

Disagreed 100 29.7

Strongly Disagreed 1 .3

Total 337 100.0

Interpretation: The data reflects mixed perceptions regarding the impact of GST implementation on
consumers' shopping frequency. While a notable proportion (45.7%) agreed or strongly agreed that
their shopping frequency changed post-GST, an almost equal percentage (43.7%) disagreed or strongly
disagreed. The presence of neutral responses (24.0%) suggests uncertainty or ambivalence among
respondents regarding the statement. Overall, the data suggests a lack of consensus among respondents
regarding the extent to which GST has influenced changes in shopping frequency, reflecting varied
experiences and perspectives among consumers.

37
14.GST discounts or offers before making a purchase.

14.GST discounts or offers before making a purchase.

1
2
3
4
5

Responded Frequency percent

Strongly Agreed 34 10.1

Agreed 132 39.2

Neutral 3 .9

Disagreed 167 49.6

Strongly Disagreed 1 .3

Total 337 100.0

Interpretation:

The data indicates mixed perceptions regarding the availability of discounts or offers under GST.
While a notable proportion (49.3%) agreed or strongly agreed that they receive discounts or offers
before making a purchase, a similar percentage (50.5%) disagreed or strongly disagreed. The presence
of neutral responses (0.9%) suggests a minority of respondents who may be uncertain or ambivalent
regarding the statement. Overall, the data underscores the ambiguity surrounding the prevalence of
discounts or offers under GST, reflecting diverse experiences and perceptions among respondents.

15.Products and Services are most affected by GST.

15.Products and Services are most affected by GST.

2 38
3
4
5
 Responded Frequency percent

Strongly Agreed 0 0

Agreed 131 38.9

Neutral 41 12.2

Disagreed 114 33.8

Strongly Disagreed 51 15.1

Total 337 100.0

Interpretation:

The data reflects varied opinions regarding the sectors most affected by GST. While a significant
proportion (51.1%) agreed or strongly agreed that products and services are most affected by GST, an
almost equal percentage (48.9%) disagreed or strongly disagreed. The absence of neutral responses
suggests a clear stance among respondents regarding the statement. Overall, the data highlights
differing perceptions among respondents regarding the sectors most impacted by GST, suggesting
varied interpretations of its effects across different industries.

16. GST changes the buying habits of consumers.

16. GST changes the buying habits of consumers.

1
2
3
4
5

39
 Responded Frequency percent

Strongly Agreed 169 50.1

Agreed 54 16.0

Neutral 34 10.1

Disagreed 79 23.4

Strongly Disagreed 1 .3

Total 337 100.0

Interpretation: The data suggests a strong belief among respondents in the transformative impact of
GST on consumer buying habits. A significant majority (66.1%) agreed or strongly agreed that GST
changes consumer buying habits, indicating widespread acknowledgment of its influence on
purchasing behaviour. However, a notable proportion (33.5%) disagreed or strongly disagreed with the
statement, suggesting some divergence in opinion. The presence of neutral responses (10.1%) indicates
a minority of respondents who may be uncertain or ambivalent about the statement. Overall, the data
underscores the perceived significance of GST in shaping consumer buying habits, reflecting a broad
consensus among respondents on its transformative effects.

CHAPTER – V
FINDINGS, CONCLUSIONS AND SUGGESTIONS
BIBLIOGRAPHY

40
 ANNEXURE
Findings:

Age: The data highlights a diverse range of respondents across different age groups. The largest
portion falls within the 25-34 age bracket, representing 37.4% of the total respondents. This indicates a
significant presence of individuals in their prime adulthood, likely with varied life experiences and
perspectives. Additionally, a notable proportion of respondents belong to the 18-24 age group,
comprising 34.4% of the respondents. This demographic is often associated with transitions in
education and career, suggesting that the survey topics may resonate strongly with this cohort.

Gender: The gender distribution reveals a substantial majority of male participants, constituting 56.7%
of the total respondents. This suggests a potential gender disparity in survey participation, with men
being more inclined to engage compared to women. Female respondents represent 30.0% of the total,
indicating a smaller presence. The inclusion of an "Other" category acknowledges gender diversity,
comprising 13.4% of respondents. Further exploration is warranted to understand the underlying
reasons for these disparities and ensure the survey's findings adequately represent diverse perspectives.

Qualifications Group: The data demonstrates a diverse educational background among respondents.
The majority hold either a Post-Graduation degree (35.6%) or Graduation degree (26.1%), indicating a
significant proportion of highly educated individuals engaging with the survey. Additionally, a notable
percentage possess Higher Secondary School qualifications (24.9%), reflecting engagement from
individuals with varied educational backgrounds. The presence of respondents with Doctorates (13.4%)
suggests involvement from experts or individuals with specialized knowledge, enriching the quality of
responses.

Income Group: The income distribution reveals varied socioeconomic backgrounds among
respondents. The majority fall within the 5 lakhs - 10 lakhs income bracket (36.5%), indicating a
significant representation of individuals with moderate incomes. Additionally, a notable proportion
belongs to the 10 lakhs - 15 lakhs income bracket (26.4%). However, there is minimal representation
from higher-income brackets, with only 0.3% reporting incomes above 15 lakhs. Understanding
perspectives across different income levels is crucial for ensuring the inclusivity and representativeness
of survey findings, particularly regarding socioeconomic issues.

 The data reveals mixed perceptions regarding the benefits of Goods and Services Tax (GST) for
consumers.
 While some respondents agree that GST influences their purchasing decisions, others express
scepticism.
 Familiarity with GST among consumers varies, with a significant portion unsure or disagreeing.

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  Opinions differ on whether GST has made consumers more conscious about their purchases and
influenced their preference for online shopping.
 Views on GST's motivational influence on consumption and its effect on prices of goods and
services vary widely.
 There is apprehension among consumers regarding the potential inflationary effects of GST
implementation.
 Opinions differ on whether GST has effectively eliminated cascading tax effects and reduced
the tax burden on consumer goods.
 Mixed views exist on whether GST has changed consumers' shopping frequency and whether
discounts or offers are prevalent under the GST regime.
 Perceptions vary regarding which sectors are most affected by GST and whether it significantly
alters consumer buying habits.
 Overall, the findings underscore the complexity and diversity of opinions surrounding GST
among consumers, highlighting the need for further research and dialogue.

1.1 Conclusion:

 The findings suggest that while there is overall support for GST among consumers, there are
nuanced views and concerns regarding its impact on prices and consumer behaviour.

 Policymakers should consider these varied perspectives when evaluating and implementing GST-
related policies to ensure they address the diverse needs and concerns of consumers.

 Further research could delve into the specific reasons behind certain perceptions of GST, such as
the impact of income levels or educational qualifications on consumer attitudes towards taxation
policies.

1.2 Suggestion :

 Develop educational campaigns to enhance consumer understanding of GST and its effects on their
buying habits, addressing areas of uncertainty or scepticism.

 Collaborate with economists and policy experts to analyse the economic implications of GST on
consumer behaviour and its broader impact on the market.

 Provide platforms for open discussion and debate among consumers, policymakers, and industry experts
to foster understanding and consensus on the role of GST in shaping consumer buying habits.

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  Monitor consumer sentiments over time to track changes in perceptions and attitudes toward GST,
allowing for adaptive policy-making and communication strategies.

 Offer incentives or rewards for consumer participation in surveys or focus groups aimed at gathering
insights into their experiences with GST and its influence on their purchasing decisions.

1.3 Bibliography :-

1) Dash, “Positive and Negative Impact of GST on Indian Economy”, International Journal of
Management and Applied Science, Volume 3, Issue 5, 2017.pp 158 – 160.

2) Dr. R. Vasanthagopal,‘GST in India: A Big Leap in the Indirect Taxation System’

International Journal of Trade, Economics and Finance, Vol. 2, No. 2,2011, pp 144-146

3) Dr. Yogesh Kailashchandra Agrawal, “Goods and Services Tax and Its Impact on Indian
Economy”, IOSR Journal of Business and Management (IOSR-JBM) ISSN: 2319-7668.
Volume 19, Issue 10. (2017), PP 26-30

4) Gupta, ‘GST- impact on common man’, Financial Express, 29th March 2017.

5) R. Swathi and Siranjeevi, Impact of Goods and Service Tax On Warehousing Industry In India.
International Journal of Management, 8 (5), 2017, pp. 111–115.

6) Nitin Kumar, “Goods and Service Tax in India-A Way Forward”, “Global Journal of
Multidisciplinary Studies”, Vol 3, Issue6, 2014.

7) Prof .Pooja .S .Kawle and Prof. Yogesh .L. Aher, ‘GST: An economic overview: Challenges and
Impact ahead’, International Research Journal of Engineering and Technology, Volume:04,
Issue: 04, 2017, pp 2760-2762.

8) Gurveen Kaur, GST in India – A significant Tax Amendment. International Journal of

Management, 8 (3), 2017, pp. 53–62.

9) Shafie Mohamed Zabri , “Understanding of Goods and Services Tax (GST) and Spending
Behaviour among Malaysian Consumers” Presiding Persianas Kebangsaan Ekonomi Malaysia
Ke-11 2016, 2016

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 10) Shefali Dani S, “A Research Paper on an Impact of Goods and Service Tax (GST) on Indian
Economy”, Business Economic Journal, volume 7, 2016.

11) Aswathy Ashok and Dr. Ranjith Kumar S, A Study on Impact of Gst on Miscellaneous
Industry; Gold, International Journal of Mechanical Engineering and Technology, 9(11), 2018,
pp. 608–613.

12) Subhamoy Banik and Arundhuti Das, ‘GST in India: Impact and challenges’ IOSR Journal of
Business and Management, Volume 19, Issue 12, 2017, PP 07-10.

1.4 Annexure :
Questionnaires:

44
A STUDY OF IMPACT OF GST ON
CONSUMER BUYING BEHAVIOUR AT
BHILAI STEEL PLANT.
Explore the impact of GST on consumer behaviour through our survey
"impact of GST on consumer buying behaviour" Gain insight into the consumer behaviour and market
trends.
Age.
Under 18
18 - 24
25 - 44
45 & Above

Gender:
Male
Female
others

Qualifications:
Higher Secondary
Graduation
Post-Graduation
Doctorate

Income Group:
Below 1 Lakh
1 Lakh - 5 Lakhs
5 Lakhs - 10 Lakhs
10 lakhs - 15 Lakhs
Above 15 Lakhs

1. Goods and service tax is beneficial for consumers.

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

2.GST influences the purchasing decision of the consumer.

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

3. The consumer is familiar with the Goods and Service Tax.

45
Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

4. GST has made consumers more conscious about their purchases.

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

5. GST has influenced consumer decisions to purchase items online rather than in-store.
Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

6. I feel optimistic about the future prospect of the GST in consumer behavior.
Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

7. Implementation of GST will cause higher prices of goods and services.

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

8. The GST Act shows a very strong relationship between "necessary routine household products and
income".

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

9. Implementing a Goods and Services Tax to increase consumers' spending ability.

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

46
10. GST tax rates play a major role in the price fixation of consumer durables goods.

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

11. GST eliminates the cascading tax effects on consumers' products.

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

12. GST reduced the burden of taxes on the consumer's goods.

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

13. Consumers' shopping frequency changed after the implementation of GST.

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

14.GST discounts or offers before making a purchase.

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

15.Products and Services are most affected by GST.

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

16. GST changes the buying habits of consumers.

Strongly agree
Agree
47
Neutral
Disagree
Strongly Disagree

48
49