A PROJECT REPORT ON,

A STUDY ON ORGANIZATIONAL CLIMATE AND EMPLOYEES

COMMITMENT AT SOUTHERN CLAY CRAFTS, THRISSUR
Submitted by,
MANANESH K.B.
VIIITH SEMESTER STUDENT

REGISTER No: LPAULBA028

In partial fulfillment of the requirement for the award of the degree of BBA LLB
(Hons) 5year integrated degree course
2019-20 to 2023-24

Under the guidance of

MRS.ANATHASIA SAJITHA K R
ASSISTANT PROFESSOR

AIM COLLEGE OF LAW

POYYA P.O
THRISSUR, KERALA
A PROJECT REPORT ON,
 A STUDY ON ORGANIZATIONAL CLIMATE AND EMPLOYEES
COMMITMENT AT SOUTHERN CLAY CRAFTS, THRISSUR
Submitted by,
MANANESH K. B
VIIITH SEMESTER STUDENT

REGISTER No. LPAULBA028

In partial fulfillment of the requirement for the award of the degree of BBA LLB
(Hons) 5year integrated degree course
2020-20 to 2024-25

Under the guidance of

MRS.ANATHASIA SAJITHA K R

ASSISTANT PROFESSOR
 DECLARATION

I, MANANESH T B Hereby declare that the project entitled A STUDY

ON
ORGANIZATIONAL CLIMATE AND EMPLOYEES COMMITMENT AT
SOUTHERN CLAY CRAFTS, THRISSUR, is submitted to the University of
Calicut in partial fulfillment of the requirements for the award of the Degree of
Bachelor of Commerce. I further declare that the project has not been submitted to
any other university or institution, for the award of any
Degree/Diploma/Fellowship or any other similar title to any candidate of
University.
Place: Name:
Date: Signature:
 ACKNOWLEDGEMENT

First of all I would like to take this opportunity to thank the University of Calicut
for including management project as a part of the B.B.A LLB (Hons.)Curriculum.
I would like to take this opportunity to express my sincere thanks to Principal, for
providing me with a helpful environment in complexity and for giving me the fine
opportunity to do this project in the esteemed organization.
I gratefully acknowledge MRS.ANATHASIA SAJITHA K R who has given me
the opportunity to learn at deep level to prepare this report and supported me
throughout this project with utmost cooperation and patience. I would also like to
thank my management subject faculties RIYA THOMAS and SUDHA
SUDHAKARAN for guidance, supervision, expert suggestion and for educating
me on various management subjects which helped me to complete this project in
time.
I express my profound sense of gratitude and sincere thanks to the Management of
SOUTHERN CLAY CRAFTS for offering me this project and training in this
organization. An acknowledgement would not be complete without a word of
thanks to all my family and friends for their support and valuable suggestions. Last
but not the least my sincere thanks to all people who knowingly and unknowingly
supported my morale to make this project a reality.

PLACE: Name: MANANESH K.B

DATE: REG.NO: LPAULBA028
 TABLE OF CONTENTS

PAGE
CHAPTER CONTENT NUMBER
1 INTRODUCTION 1
1.1 INTRODUCTION 2
1.2 STATEMENT OF THE PROBLEM 2
1.3 OBJECTS OF THE STUDY 3
1.4 SCOPE OF THE STUDY 3
1.5 SIGNIFICANCE OF THE STUDY 3
1.6 PERIOD OF THE STUDY 3
1.7 LIMITATIONS OF THE STUDY 3
2 INDUSTRY PROFILE 4
2.1 INDUSTRY PROFILE 5
2.2 MARKET OVERVIEW 5
2.3 MARKET OPPORTUNITIES 5
3 COMPANY PROFILE 7
3.1 COMPANY PROFILE 8
3.2 OURVISION 8
3.3 OUR MISSION 8
3.4 CORE VALUES 9
4 RESEARCH METHODOLOGY 10
4.1 RESEARCH METHODOLOGY 11
4.2 RESEARCH DESIGN 11
4.3SAMPLE DESIGN 11
4.3.1 POPULATION 11
4.3.2 SAMPLE UNIT 11
4.3.3SAMPLE SIZE 11
4.4 METHODS OF DATA COLLECTION 12
4.5 TOOLS AN THNIQUS US 12
4.6 TABULATION 12
4.7 PERCENTAGE ANALYSIS 12
4.8 GRAPHICAL REPRECENTATION 13
5 REVIEW OF LITERATURE 14
6 THEORETICAL FRAMEWORK 17
7 DATA ANALYSIS AND INTERPRETATION 23
8 FINDINGS, SUGGESTIONS, CONCLUSION 46
8.1 FINDINGS 47
8.2 SUGGESTIONS 48
8.3 CONCLUSION 49
BIBLIOGRAPHY 50
ANNEXURES 51-57
 LIST OF TABLES

SERIAL NO TITLE PAGE

NO.

1 HOS SATISFIED ARE YOU WITH YOUR CURRENT 25

JOB

2 DO YOU 26

3 YEARS OF EXPERIENCE IN THIS COMPANY 27

4 TRAINING OPPORTUNITIES IN THIS COMPANY 28

5 WORKERS SATISFACTION ON REWARDS AND 29

RECOGNITIONS

6 WORKING CONDITION IN THIS COMPANY 30

7 EMPLOYEES RELATIONSHIP WITH EACH OTHER 31

8 METHODS OF PARTICIPATION OF EMPLOYEES IN 32

MANAGEMENT DECISION MAKING

9 ORGANISATIONS CLIMATE IN RELATIONSHIP 33

BETWEEN EMPLOYEES

10 THE SUGGESTIONS AND OPINIONS CONSIDERED 34

BY MANAGEMENT

11 THE LOYALTY THAT FELT TO THIS 35

ORGANISATION

12 FEELING OF PROUD TO BE A PART OF THE 36

COMPANY

13 NOMINATING COMPANY AS A BEST PLACE TO 37

 WORK

14 EXTENT OF WORK POTRNTIAL UTILIZED 38

15 WORKERS INVOLVEMENT IN SOLVING DISPUTES 39

16 CONTRIBUTING IDEAS AND OPINIONS AT 40

WORKPLACE

17 MOTIVATION RECEIVED FROM MANAGER TO 41

EPRESS OPINION AND IDEAS

18 PHYSICAL AND MENTAL WELL BEING OF 42

WORKERS

19 SHOWING OPPORTUNITIES OF WORKERS TO DO 43

THEIR BEST

20 WORKERS SATISFACTION ABOUT 44

ORGANIZATIONS CLIMATE AND EMPLOYEES
COMMITMENT
 LIST OF FIGURES

SERIAL NO TITLE PAGE

NO.

1 AGE OF THE RESPONDENTS 25

2 GENDER OF THE RESPONDENTS 26

3 YEARS OF EXPERIENCE IN THIS COMPANY 27

4 TRAINING OPPORTUNITIES IN THIS COMPANY 28

5 WORKERS SATISFACTION ON REWARDS AND 29

RECOGNITIONS

6 WORKING CONDITION IN THISCOMPANY 30

7 EMPLOYEES RELATIONSHIP WITH EACH OTHER 31

8 METHODS OF PARTICIPATION OF EMPLOYEES IN 32

MANAGEMENT DECISION MAKING

9 ORGANISATIONS CLIMATE IN RELATIONSHIP 33

BETWEEN EMPLOYEES

10 THE SUGGESTIONS AND OPINIONS CONSIDERED 34

BY MANAGEMENT

11 THE LOYALTY THAT FELT TO THIS 35

ORGANISATION

12 FEELING OF PROUD TO BE A PART OF THE 36

COMPANY

13 NOMINATING COMPANY AS A BEST PLACE TO 37

WORK

14 EXTENT OF WORK POTRNTIAL UTILIZED 38

15 WORKERS INVOLVEMENT IN SOLVING DISPUTES 39

16 CONTRIBUTING IDEAS AND OPINIONS AT 40
WORKPLACE

17 MOTIVATION RECEIVED FROM MANAGER TO 41

EPRESS OPINION AND IDEAS

18 PHYSICAL AND MENTAL WELL BEING OF 42

WORKERS

19 SHOWING OPPORTUNITIES OF WORKERS TO DO 43

THEIR BEST

20 WORKERS SATISFACTION ABOUT 44

ORGANIZATIONS CLIMATE AND EMPLOYEES
COMMITMENT
 CHAPTER: 1
INTRODUCTION

1
1.1 INTRODUCTION
“A study on organizational climate and employees commitment”
To improve productivity and performance of an organization, managers should
understand the human resources, attitude and behaviors of the workforce.
Organizational commitment can be one of many aspects that can be studied in order to
measure workforce attachment to an organization within a certain climate. Nowadays,
firms tend to create comfortable atmosphere and suitable working environment to
enhance performance, increase job satisfaction, decrease employees’ turnover and
absenteeism and to improve workers’ involvement and attachment to the organization
as a whole entity.
By definition, organization is considered as a group of financial, capital, physical and
human resources working together in order to achieve mutual goals and objectives.
This set of resources works towards same mission and vision, shares common values
and norms, and follows similar strategies, systems and procedures. Many factors
within organization may have an important impact on employees and staff. These
internal and external features determine the organizational climate which affects
performance, operation, functioning and culture of the organization. In order to assure
effective and efficient use of resources and specifically the human assets, management
of any organization might provide an optimistic encouraging atmosphere that can
enhance worker commitment level and attachment. Here this study trying to analyse
the organizational climate and employee’s commitment at KOTTIYOOR
KSHEEROLPADAKA SAHAKARANA SANGAM.

1.2 STATEMENT OF THE PROBLEM

As today’s businesses continue to struggle to survive or acquire sustainable
competitive advantage, it is important for organizations to better understand the factors
that influence employees and important employee-oriented work outcomes. The
growing significance placed on understanding employees and their behaviour within
the organization has produced a great deal of interest in investigating employee
perceptions of climate within the organization. No organization in today’s competitive
world can perform at peak levels unless each employee is committed to the
organizations’ objectives and works as an effective team member. The work place is
changing dramatically and demands for highest quality of products are increasing.
Appointment of good workers is critical but of greater significance is the organizations
ability to create a committed workforce.This project is done to find out the
effectiveness on organizational climate and employees commitment.

2
1.3 OBJECTIVE OF THE STUDY
 To examine the relationship among organisational climate and employees
commitment
 To find out how environmental factors are associated with the job satisfaction &
performance
 To suggest the organizational if employee dissatisfaction and commitment is due
to the organizational climate

1.4 SCOPE OF THE STUDY

Organisational Climate directly influences the employee’s job satisfaction and commitment
towards the job. The scope of the study is to identify which factor is influencing the
employees. Organisational climate includes factors like trust, remuneration, recognition and
effective management from the organisation and also to study if organisational climate
influencing job satisfaction. The survey is useful to the management of the company to know
the organization climate towards their employees and they can take measures to retain the
employee by increasing their satisfaction level of employee. It provides me a great
opportunity to relate theoretical concepts learnt in my course to the actual happenings in the
organization.

1.5 SIGNIFICANCE OF THE STUDY

The climate and environment of organization and Employees are the backbone of every
organisation. So it is the responsibility of the management to keep effective and
efficient organizational climate and ensure employees commitment in organization.
1.6 PERIOD OF THE STUDY
The period of the study at KOTTIYOOR KSHEEROLPADAKA SAHAKARANA
SANGAM was for a period of 21 days.
1.7 LIMITATIONS OF THE STUDY
 The time available for conducting the research was just 21 days.
 The study is confined to limited area
 Many of the employees are responding without any prior preparation for
answering the question.

3
 Some employees were reluctant to speak true facts about the company.

CHAPTER - 2

INDUSTRY PROFILE

4
2.1 INDUSTRY PROFILE
India is the highest milk producer and ranks first position in the world contributing
twenty-four percent of global milk production in the year 2021-22. The milk
production of India has registered 51 % increase during the last eight years i.e., during
the year 2014-15 and 2021-22 and increased to 221.06 tons in the year 2021-22. The
milk production has increased by 5.29% over the previous year 2020-21.
Approximately 150 million households around the globe are engaged in milk
production. In most developing countries, milk is produced by smallholders, and milk
production contributes to household livelihoods, food security and nutrition. Milk
provides relatively quick returns for small-scale producers and is an important source
of cash income.
2.2 MARKET OVERVIEW
The milk prodution market in India size reached INR 14,899.8 Billion in 2022.
Looking forward, IMARC Group expects the market to reach INR 31,185.7 Billion by
2028, exhibiting a growth rate (CAGR) of 13.2% during 2023-2028.India has been the
leading producer and consumer of dairy products worldwide since 1998 with a
sustained growth in the availability of milk and milk products. Dairy activities form an
essential part of the rural Indian economy, serving as an important source of
employment and income. India also has the largest population in the world. However,
the milk production per animal is significantly low as compared to the other major
dairy producers. Moreover, nearly all of the dairy produce in India is consumed
domestically, with the majority of it being sold as fluid milk. On account of this, the
Indian dairy industry holds tremendous potential for value-addition and overall
development.
2.3 MARKET OPPORTUNITIES
Milk is palatable, easy to digest and highly nutritious. It contains fat, milk sugar,
proteins, minerals and liberal source of many vitamins. It is deficient in vitamin C and
iron. It provides gainful employment and supplementary income to large number of
people. Dairy sector contribute significantly on poverty reduction in rural areas as it
come from milk in the total income of underprivileged family is as high as 75 to 80%
during drought and the employment generated is relatively high.also,
1. Creates jobs for the large section of unemployed educated youth.
2. Creates market opportunities for the indigenous products through product
diversification and innovative marketing.
3. Utilizes the non-conventional resources like solar energy, rain water, agricultural by
products and other locally available resources

5
4. Entrepreneurs introduce new technologies and new products through entrepreneurial
spirit.
5. Reducing Poverty, nutritional hunger through dairy development (Increase income
and equity).
6. Export orientation of the dairy products (food safety and quality). Export of animals,
milk products.
7. Surveillance and monitoring of emerging livestock disease due to decline in genetic
diversity.

6
 CHAPTER – 3
COMPANY PROFILE

7
3.1 COMPANY PROFILE
Kottiyoor ksheerolpadaka sahakarana sangam ltd;no.c.28 (D) apcos ,located in
Chungakunnu, Kottiyoor,Kannur district is an organization under government of
Kerala founded by Kerala Co-operative Milk Marketing Federation on 15 th February
1973 ,Company has recently completed fifty years of its successful operations. The
company is Making Milk and Milk Products. The Company Is focussed Entirely in
Delivering the Nutritional Value of Milk in its Best form to the Customers.

Kottiyoor ksheerolpadaka sahakarana sangam coming under MILMA. Milma operate

on the truly democratic lines of “of the farmer, by the farmer and for the farmer”. In
2018-2019, Milk procurement has shown a phenomenal growth from 52000 liters per
day. The average milk sales per day was 12.98 lakh liters. Kottiyoor ksheerolpadaka
sahakarana sangam is under the Malabar region of MILMA.Company operating with
more than 180 employees. Average 1800 ltr/day milk is producing. The main objects
of the Company is to undertake the business of pooling, purchasing, processing of milk
and milk products primarily of the Members and also of others, marketing of the same
and to deal in activities that are part of or incidental to any activity related thereto. The
motto of the Company behind the establishment and operations is the upliftment of
villages & growth of the livelihood of milk producers.Thus, there is a tremendous
scope/potential for increasing the milk production through profitable
dairy farming.

3.2 VISION
To constantly strive to provide valued consumers with the highest quality milk, milk
products and other products with the best standards of service by our passionate and
focused work forces using state of the art technology ensuring sustained growth and
simultaneously ensuring dairy farmers' delight by better realization of milk price and
offering needed service at his/her doorstep.
3.3 MISSION
To offer a wide range of well designed, functional construction materials at prices as
low that as many people as possible will be able to afford them. To build a dedicated
and inspired team which follows the ethical, core values of the company and provide
an unmatched service to our clients To carryout activities for promoting Production,
Procurement, Processing and Marketing of milk and milk products for economic
development of the farming community, To build up a viable dairy industry in the

8
State, To provide constant market and stable price to the dairy farmers for their
produce and farmers' prosperity through consumer satisfaction..
3.4 CORE VALUES
 Passionate
 Discipline
 Empirical
 Creativity
 quality
 Value delivered

9
 CHAPTER 4

RESEARCH METHODOLOGY

10
4.1 RESEARCH METHODOLOGY
Research Methodology is the specific procedures on techniques used to identify, select,
process, and analyze information about a topic. In a research paper the methodology
section allows the reader to critically evaluate a study’s overall validity and reliability.
The methodology section answers two main questions: How was the data collected?
How was it analyzed. The required data for the study was collected through monitoring
and interrogation. The study is made by personally visiting the company “A STUDY
ON ORGANISATIONAL CLIMATE AND EMPLOYEES COMMITMENT
AT KOTTIYOOR KSHEEROLPADAKA SAHAKARANA SANGAM NO.C 28(D)
APCOS,KANNUR”

4.2 RESEARCH DESIGN

The research design refers to the overall strategy that you choose to integrate the
different components of the study in a coherent and logical way, thereby, ensuring you
will effectively address the research problem; it constitutes the blueprint for the
collection, measurement, and analysis of data. Research design provides the glue that
holds the research project together. A research design is a systematic plan to study a
scientific problem. The design of a study defines the study type and sub-type, research
question, hypotheses, independent and dependent variables, experimental design, and,
if applicable, data collection methods and a statistical analysis plan. Research design is
the framework that has been created to seek answers to research questions. There are
many ways to classify research designs, but sometimes the distinction is artificial and
other times different designs are combined. The study adopted a descriptive research
design since the study intendeds to gather quantitative data that describes the nature
and characteristics of the impacts of employee turnover on organization efficiency. A
descriptive research design is type of design used to obtain information concerning the
current status of the phenomena to describe "what exists" with respect to variables or
conditions in a situation. Descriptive research as including surveys and fact- finding
enquiries adding that the major purpose of descriptive research is description of the
state of affairs as it exists at present.
4.3 SAMPLING DESIGN
Sampling designs is a mathematical function that gives you the probability of any
given sample being drawn.
4.3.1 Population : The total population of the Kottiyoor ksheerolpadaka sangam No.c
28 (D) Apcos is 200.
4.3.2 Sample : Sample is the representative of the population to ensure that we can
generalize the findings from the research sample to the population as a whole.
4.3.3 Sample Unit : Employees of the Company

11
4.3.4 Sample Size : Sample size used for the study is 50 employees.
4.4 METHODS OF DATA COLLECTION
The data required for the study is collected by making of questionnaire. The methods
adopted to collect information were mainly through primary data and directly ask
questions from the customers.
4.4.1 Sources of data
The researcher collected the data of two types.
1. Primary data
2. Secondary data
Primary data : Primary data are those collected by the investigator himself for the first
time for a specific purpose and thus they are original in character. Primary data were
collected through discussion with manager , officers and employees of the company.
Secondary data: If the data already collected by someone else for his purpose is
utilised by the investigators for his purpose then he is using secondary data. So an
investigator is said to make use of secondary data if he makes the use of already
collected by some other person. Secondary data for the study was collected from
website and magazines.
Type of Research
This research is a descriptive type, which describes
4.5 TOOLS AND TECHNIQUE USED FOR ANALYSIS
After collecting all the data, the researcher“A STUDY ON ORGANISATIONAL
CLIMATE AND EMPLOYEES COMMITMENT AT KOTTIYOOR
KSHEEROLPADAKA SAHAKARANA SANGAM NO.C 28(D) APCOS,KANNUR”
used tables to record all the information for making analysis. Analysis is a process of
beginning together all the information collected by the researcher.This will be easily
understandable in the form of tables and diagrams. Tools used for the analysis was
simple percentage method.
4.6 TABULATION
Tabulation is the next step to classification. It is an orderly arrangement of data in rows
and columns. It is a method of systematic presentation of data. It is a process between
collection of data and its analysis. Tabulation is an important process. If the tabulation
is not satisfactory analysis of the collected, become difficult and defective.

12
PERCENTAGE ANALYSIS
Percentage analysis is the method to represent raw streams of data as a percentage for
better understanding of collected data. Percentage analysis is applied to create a
contingency table from the frequency distribution and represent the collected data for
better understanding.
Simple percentage analysis = No.of Respondents X 100
Total no. of respondents
4.8 GRAPHICAL REPRESENTATION OF DATA
It is a method to show and represent values, increases and decreases,comparisons to
either make predictions or show a report of how certain situation was yesterday and
how it is today.A graphical representation is a visual display of data and statistical
results. It is more often and effective than presenting data in tabular form.There are
different types of graphical representation and which is used depends on the nature of
data and the nature of the statistical results. It is the visual display of data using plots
and charts general types of mediums are used for expressing graphics,including plots,
charts and diagrams
BAR DIAGRAM
A graph showing the differences in frequencies or percentages among the categories of
a normal or an ordinal variable. The categories are displayed as rectangles of equal
width with their height proportional to the frequency or percentage of the category.
PIE DIAGRAM
A pie chart shows the differences in frequencies or percentages among the categories
of a normal or an ordinal variable. The categories are displayed as segments of a circle
whose pieces add up to 100 % of the total frequencies pie diagrams are used when the
aggregate or total and their divisions are to be shown together.The aggregate is
shownbymeansofacircleandthedivisionsbythesectorsof the circle. For example, to show
the total expenditure of a govt. distributed over different departments like
agriculture,irrigation,industry,transport etc.can be shown in a pie diagram. The circle
represents the total expenditure and the sectors of the circle represent the component
part of expenditure

13
CHAPTER 5

REVIEW OF LITERATURE

14
1. Nagaraju& Pooja (2017); compared the perception of employees‟ about
organizational climate working in public and private sector banks through dimensions
of organizational climate. Employees‟ performance can be improved when
organizations are employee- centered and achievement oriented. The data was
collected from 150 employees of public and private sector banks. Statistical techniques
of means, standard deviations and ANOVA were used to analyze the data. The findings
indicated that organizational climate significantly differs in public and private sector
banks under study. Organizational climate stimulates employees and makes them feel
as part of the organization was revealed in the study. In private sector bank, employees
have significant high perception about training related to the job and to meet the
professional standards which enhances their efficiency and effectiveness of their work.
2. M. Muthukumar and K. Guru (2016); studied the organizational climate and
its dimensions in 41 branches in Chennai of Karur Vysya Banks. Organizational
climate covered seven dimensions like work environment, team work, management
effectiveness, commitment, competency, rewards and recognition. Data collected was
analyzed using chi square test. The major findings revealed that employees were
widely satisfied with the training provided, had clarity about organizational goals and
objectives, employees expect monetary reward.

3. Yadav, Balaji, Narendra (2016); organizational climate determines the

employees‟ perception and perspectives of an organization. It is referred as the set of
measurable attributes of a work environment as perceived by employees. The study
aimed at determining the perceived and prevailing climate and it impact on the
production. Dimensions of organizational climate help organization to understand
employees better to infuse positive changes. The study consisted of primary data
obtained from 150 employees. The data was analyzed and it was found that three
dimensions i.e. structure, risk and conflict was satisfactory perceived while other three
dimensions namely warmth and support, responsibility and reward was perceived to be
good while one dimension expected approval required the improvement.
4. Dr.Rajeesh Viswanathan, P Jeevitha (2015); viewed organizational climate as
the corner stone for any organizations success. Herzberg et Al’s (1959) was of the view
that the absence of hygiene factors would impact operating climates (such as those
with poor communications and interactions between leader and follower, or strained
social relationships and supervision) and may considerably contribute to worker
dissatisfaction and reduction in business performance. The study examined the
consequences of organizations climate on business performance.
5. Meenakshi Gupta (2014); aimed to understand the organizational climate of
pharmaceutical industry in India. Data was collected with the help of close ended
questionnaire using convenience sampling design. Chi square was used to analyze the
data and was concluded that most of the employees do not face any kind of problem

15
while working in the organization but some of the employees face attitude problem,
which includes resistance to change by the immediate boss, interpersonal relations and
lack of co-operation by the other employees.
6. Shaemi Barzoki, Vahid Fattahi Sarand (2015) ; research showed there is a
significant and direct relationship between organizational justice, organizational
commitment and Quality of Work Life.

7. V.Sivalogathasan and Susil S K Edirisinghe (2015) ;study has confirmed that

there is a moderate positive correlation between Quality of Work life and
Organizational Commitment. that there was a positive correlation between Quality of
Work Life factors and organizational commitment.

8. A study by Coetsee (1999); built a model for commitment to change by

integrating Lawler’s (1992) concept of involvement that combines the interaction of
both psychological factors, also known as awareness, with objective factors, meaning
skills possession. Besides that, organisational context, which is reward structure is also
included.
9. Armenakis et al. (1993) ; built a model of the causes affecting employees’
motivation for change commitment. As contrasted with the Coetsee and Conner
models, their model is more comprehensive as the underlying causes in employees that
decide the awareness of the urgency for change (a noticeable difference between the
current status and the desired state) is clarified. Besides that, Coetsee’s concept of
skills is also widened by the model beyond that which is employee-owned to integrate
an analysis of the organization’s abilities. The Armenakis model further indicates that
leaders’ efforts may affect the employee’s feeling of a desire for change, which leads
to readiness for commitment.
10. Meyer and Allen’s (1991); establishment of the units of organizational
commitment. From the theoretical aspect, researchers agree that change commitment is
a reflection of an attachment to, and engagement in, the change initiative. This drive is
the product of a realization of the change, along with a mix of motivating factors,
goal(s), self-interest, together with the mental or physical capacity to labor for the
change initiative

16
 CHAPTER 6
THEORETICAL FRAMEWORK

17
Like other behavioral terms, Organizational climate and employee’s commitment means
different things to different people depending upon their objectives and expectations.
Thus, it is an elastic concept. Organizational climate is comprised of mixture of norms,
values, expectations, policies, and procedures that influences work motivation,
commitment and ultimately, individual and work-unit performance. Positive climate
encourages while negative climate inhibits discretionary effort. Organizational climate
refers to the quality of working environment. If people feel that they are valued and
respected within the organization, they are more likely to contribute positively to the
achievement of business outcomes. Creating Healthy organizational climate requires
attention to the factors which influences employees’ perceptions, including the quality of
leadership, the way which decisions are made and whether the efforts of employees are
recognized.

According to Jackofsky and Slocum, Collective Climate formed on the basis of

perceptual consensus represents a mid-range concept that may prove to be useful to
bridge the strategic organizational and individual levels of analysis.It also equally affect
the employees commitment towards the organization.
There has been increasing attention on the relationship between management and
employees both in the business and in academic world since 1930s. Attitudes of the
employees towards their organization, as a result of their work environment, are
important issues in organizational behavior literature. Employee behavior in
organizations is a result of their personal characteristics as well as the environment,
which they work in. In this regard, organizational climate is an important aspect in order
to understand employee’s work-related behavior and it has been discussed in
organizational behavior literature since late 1960s.
Definition of Key Terms
Organizational climate: This is a process of measuring the “culture” of an organization
and the organizational climate is a set of characteristics of the work environment, which
are perceived directly or indirectly by employees.
Employee Commitment: this is the bond employees experience with their organisation.
Broadly speaking, employees who are committed to their organisation generally feel a
connection with their organisation, feel that they fit in and, feel they understand the goals
of the organization
Turnover Intention: This is a measurement of whether a business' or organization's
employees plan to leave their positions or whether that organization plans to remove
employees from positions. Turnover intention, like turnover itself, can be either voluntary
or involuntary
Job Satisfaction: Job satisfaction or employee satisfaction has been defined in many
different ways. Some believe it is simply how content an individual is with his or her job,

18
in other words, whether or not they like the job or individual aspects or facets of jobs,
such as nature of work or supervision.

Employee Performance means the output or level of productivity of employee which is

a determined by employee development in place by their organization.
What is Organizational Climate?
• The concept of Organizational Climate (also known as Corporate Climate).
• Organizational Climate refers to a set of measurable properties of the work
environment that are supposed by the people who live and work in it and influence
their behavior and motivation.
• According to Forehand and Glimer,” Climate consists of a set of characteristics
that describe an organization, distinguish it from other organizations are relatively
enduring overtime and influence the behavior of people in it”.
Factors Influencing Organizational Climate; -
According to Litwin & Stringer organizational factors are affected by 6 factors:
1. Organizational Structure; It deals with the superior subordinate relationship, formal
& informal structures, span of management, rules & regulations etc.
2.Individual Responsibility; Feeling of autonomy of being an own boss, authority,
decision making power etc.
3.Rewards; The rewards & incentives associated with job and with achievement of
objectives.
4.Risk & Risk taking; Involvement of risk & challenges in the work. How far the need
of achievement is satisfied, (NACH).
5.Warmth & Support; It deals with the feeling of co-operation, friendship &
helpfulness in the workplace.
6.Tolerance & Conflict; It deals with the feeling that the organizational climate
accommodates differing views. and through which they express their opinion and
contribute to decision-making process of management.
What is employee’s commitment?
Employees Commitment to work or work commitment is defined as the level of
enthusiasm an employee has towards his/her tasks assigned at a workplace. It is the
feeling of responsibility that a person has toward the goals, mission, and vision of the
organization he/she is associated to the organization.

19
Factors Affecting Employees Commitment
1. Salary and Rewards; The salary, benefits and other rewards available and how
important it is that the candidate feels recognised by the organisation.
2. Career Progression; The availability of promotion opportunities, the clarity of
career paths and the speed of promotion.
3. Personal Growth; The availability and quality of training and the commitment of
the organisation to identify training needs and to provide appropriate support.
4. Well-being; The physical and emotional impact of the job, including stress levels,
and whether the candidate will be able to maintain a satisfactory work-life
balance.
5. Cooperation; Relationships with colleagues and team members and whether there
is a sense of community.
6. Job Satisfaction; The degree of intrinsic satisfaction that will be experienced at
work, including the level of enjoyment of the job and whether it is perceived as
meaningful.
7. Independence; The level of responsibility that the candidate will have for
organising their own work and setting their own goals.

Rationale Of the Study

Organization Climate is one of the important topics in human resource management.
Organizational Climate directly influences the employees Job satisfaction & commitment
towards their work. The need for the study is to find out how environmental factors are
associated with the job satisfaction & performance. Moreover, the factors influencing the
Job satisfaction can also be identified and addressed.
Objectives Of the Study
To investigate the relationships between some characteristics of climate and employee
commitment and satisfaction.
To analyze the organizational factors which affect to employee satisfaction.
To give recommendations for making improvements in the organizational climate.

20
 To examine the impact of communication, reward system & team work on employee
performance.
To examine the impact of direction, relationship & career- development opportunities
on employee performance

Dimensions of Organizational Climate:

People in organizations encounter thousands of events, practices and procedures; they
perceive these events in related sets. Thus, as proposed by Schneider and Reichers
(1983), work settings have numerous climates and these climates are for service, safety
as a climate for achievement. To speak of climate per se without attracting a referent is
meaningless. As climate is a multi-dimensional construct, we should view
organizational climate not as “It” but a set of “Its”, each with a particular referent
(Garett, Henry.E. 1866). What are the dimensions of organizational climate? It is
indeed surprising that two decades of considerable research effort there is yet no
agreement about a common set of dimensions of organizational climate. As shown, it is
so great that it is impossible to consider any one set as typical. All is categorized into
three broad groups as follows (Goyal, R.P. 1973):
1. Leadership function
2. Structural properties
3. Employee satisfaction
Different authors have proposed different dimensions of organizational climate. Some
of these are mentioned: Likert (1967), Leadership, motivation, communication,
decisions, goal and control. Litwin and Stringer (1968), Conformity, responsibility,
standard rewards, organizational clarity, warmth and support, leadership. Prakasam
(1979), Conformity, sharing in decision-making, supervision (task orientation, people
orientation, bureau crating orientation), responsibility, reward (financial, non-financial)
promotion, team spirit, and standard. Sharma (1988) has highlighted various dimension
as supervisory-management relations, scope for advancement, grievance handling,
monetary benefits, participative management, objectivity and rationality, recognition
and appreciation, safety and security, training and education, welfare facilities
Schneider and Bartlett (1968) had proposed four organizational climate dimensions, (i)
Individual autonomy – based on the factors of individual responsibility, agent
independence, rules orientation and opportunities for exercising individual initiative.
(ii) The degree of structure imposed upon the position - based on the factors of
structure, managerial structure and the closeness of supervision. (iii) Reward
Orientation – based upon the factors of reward, general satisfaction, promotional-
achievement orientation, and being profit minded and sales oriented and (iv)

21
Consideration, warmth and support –based upon the factors of managerial support,
nurturing of subordinates and warmth and support.

Impact On Organizational Climate and Employees Commitment

Organizational Climate has a major influence in human performance through its impact
on individual motivation and job satisfaction. It does this by enacting certain kinds of
expectancies about what consequences will follow from different actions. Individual in
the organization have certain expectations and fulfillment of these expectations
depends upon their perceptions as to how the organizational climate suits to the
satisfaction of their needs. These organizational climates provide a type of work
environment in which individual feels satisfied or dissatisfied. Since satisfaction of
individual goes a long way in determining his efficiency. Organizational Climate can
also be said that it is directly related with his performance in the organization. There
are four mechanisms by which organizational climate affects performance, satisfaction
and attitudes of people in the organization.

22
 CHAPTER 7

DATA ANALYSIS AND INTERPRETATION

23
DATA ANALYSIS
Data analysis is the method or methods that can be used to analyse data and the process
of analyzing it. There are many different form of data,but people usually think of
quantitative data first.These are data such as census data or survey data. There is also
scientific data, such as data physicists collect about the cosmos. It is the process of
systematically applying statistical techniques to describe and illustrate,condense and
recap and evaluate data.
DATA INTERPRETATION
Data interpretation refers to the implementation of process through which data is
received for the purpose of arriving at an informed conclusion the interpretation of data
assigns a meaning to the information analysed and determines its signification and
implications.
Data interpretation refers to the process of critiquing and determining the significance
of important information, such as survey results,experimental findings, observations or
narrative reports. Interpreting data is an important critical thinking skill that helps you
comprehend text books, graphs and tables. Researchers use a similar but more
meticulous process to gather, analyse and interpret data. Experimental scientists base
interpretation largely on objective data and statistical calculations.

24
TABLE 7.1 AGE GROUP OF THE RESPONDENTS

Age Group 20-30 30-40 Above 40

Years Years Years
Number Of respondents 15 15 20

Percentage of respondents 30% 30% 40 %

FIGURE 7.1 AGE GROUP OF THE RESPONDENTS

INTERPRETATION: 30 Percent of respondents of this survey belongs to 20-30 years

of age group, 30% are in 30-40 years and 40% of respondents are in the age group of
above 40 years.

25
TABLE 7.2 GENDER OF THE RESPONDENTS

Gender Male Female Transgender

Number of persons 45 5 0
Percentage 90% 10% 0%

FIGURE 7.2 GENDER OF THE RESPONDENTS

INTERPRETATION: 90 Percent of respondents are males and only 10 percent of people

are females.

26
TABLE 7.3 YEARS OF EXPERIENCE IN THIS COMPANY
Attributes 1-5 years 5-10 years 10-15 years More than
15 years
Number of persons 8 10 12 20
Percentage 16% 20% 24% 40%

FIGURE 7.3 YEARS OF EXPERIENCE IN THIS COMPANY

27
INTERPRETATION : 40% Of respondents are experienced more than 15 years , 24%
of the respondents experienced 10-15years in this company,20% of the respondents
Experienced 5-10 years in this company,16% of the respondents experienced 5-10years
in this company.

28
TABLE 7.4 TRAINING OPPORTUNITIES IN THIS COMPANY

Attribute Frequency Percentage

Yes 50 100

No 0 0

Total 50 100

FIGURE 7.4 TRAINING OPPORTUNITIES IN THIS COMPANY

29
INTERPRETATION : the above table shows that 100%of employees are of the
opinion that company provides training opportunities.
TABLE 7.5 WORKERS SATISFACTION ON REWARDS AND
RECOGNITIONS

Attributes Frequency Percentage

Highly satisfied 20 40

Satisfied 16 32

Neutral 7 14

Dissatisfied 4 8

Highly dissatisfied 3 6

Total 50 100

FIGURE 7.5 WORKERS SATISFACTION ON REWARDS AND

RECOGNITIONS

INT
ERPRETATION: The figure shows that 40% of the respondents are highly satisfied.
32% of them are satisfied them are satisfied, 14% of them are of neutral opinion and
remaining 8% are dissatisfied and 6% are highly dissatisfied.

30
TABLE 7.6 WORKING CONDITION IN THIS COMPANY

Attributes Frequency Percentage

satisfied 30 60

Neither satisfied or 18 36
dissatisfied
Dissatisfied 2 4

Total 50 100

FIGURE 7.6 WORKING CONDITION IN THIS COMPANY

INTERPRETATION: The above chart shows 30 of the respondents says that working
condition is satisfied. 18 of respondents are of the opinion that working condition are
neither satisfied nor dissatisfied for them.2 of the respondents are dissatisfied with the
working condition

31
TABLE 7.7 EMPLOYEES RELATIONSHIP WITH EACH OTHER

Attributes Frequency Percentage

Very good 13 26

Good 23 46

Satisfactory 11 22

Poor 3 6

Total 50 100

FIGURE 7.7 EMPLOYEES RELATIONSHIP WITH EACH OTHER

INTERPRETATION : 26% of respondents feel employees have very good

relationship. 46% of workers feels good. 22% feels average. 6% of workers feels
the employees relationship poor.

32
TABLE 7.8 METHODS OF PARTICIPATION OF EMPLOYEES IN
MANAGEMENT DECISION MAKING
Attributes Frequency Percentage

Collective 20 40
bargaining

Job enlargement 15 30

Quality circles 10 20

Other 5 10

Total 50 100

FIGURE 7.8 METHODS OF PARTICIPATION OF EMPLOYEES IN

MANAGEMENT DECISION MAKING

INTERPRETATION :
40% of the respondents says that they have collective bargaining method in employees
participation,30% says job enlargement,20% says quality circles and 10% other.

33
TABLE 7.9 ORGANISATIONS CLIMATE IN RELATIONSHIP BETWEEN
EMPLOYEES

Attributes Frequency Percentage

Excellent 5 10

Good 16 32

Neutral 27 54

Bad 2 4

Total 50 100

FIGURE 7.9 ORGANISATIONS CLIMATE IN RELATIONSHIP BETWEEN

EMPLOYEES

INTERPRETATION:
10% and 32% are of opinion that organisational climate facilitate employees
relationship. 54% of respondents as neutral.Remaining 4% disagree with the statement.

34
TABLE 7.10 SUGGESTIONS AND OPINIONS CONSIDERED BY
MANAGEMENT

Attributes Frequency Percentage

Yes 42 84

No 8 16

Total 50 100

FIGURE 7.10 SUGGESTIONS AND OPINIONS CONSIDERED BY

MANAGEMENT

INTERPRETATION: 84% of workers says that their suggestions and opinions are
considered by management.And 16% says no to the statement.

35
TABLE 7.11 THE LOYALTY THAT FELT TO THIS ORGANISATION

Attributes Frequency Percentage

Very high 29 58

High 10 20

Average 8 16

Low 3 6

Total 50 100

FIGURE 7.11 THE LOYALTY THAT FELT TO THIS ORGANISATION

INTERPRETATION: More than 58% of workers felt very hugh loyalty to this
organization. 20% of them are opinion of high loyalty 16% of workers agree with
average.3% felt low loyalty.

36
TABLE 7.12 FEELING OF PROUD TO BE A PART OF THE COMPANY

Attributes Frequency Percentage

Yes 45 90

Neutral 5 10

No 0 0

Total 50 100

FIGURE 7.12 FEELING OF PROUD TO BE A PART OF THE COMPANY

INTERPRETATION: 90% of workers agree they feel proud to be a part of the

company. 5% is with neutral opinion.

37
TABLE 7.13 NOMINATING COMPANY AS A BEST PLACE TO WORK

Attributes Frequency Percentage

Excellent 28 56

Good 5 10

Neutral 10 20

Bad 7 14

Total 50 100

FIGURE 7.13 NOMINATING COMPANY AS A BEST PLACE TO WORK

INTERPRETATION: 66%of workers nominating the company as a good place to

work,20%are of neutral opinion and 14%nominate company is not a good place to

38
TABEL 7.14 EXTENT OF WORK POTENTIAL UTILIZED

Attributes Frequency Percentage

Completely 28 56

Partly 20 40

Extremely poor 2 4

Total 50 100
FiGURE 7.14 EXTENT OF WORK POTENTIALL UTILIZED

INTERPRETATION: 28% of the respondents says that completely their work

potential is utilised and 20 % of the opinion that partly work potential is utilised and
4% says extremely poor about utilisation.

39
TABEL 7 15 WORKERS INVOLVEMENT IN SOLVING DISPUTES

Attributes Frequency Percentage

Yes 38 76

Neutral 9 18

No 3 6

Total 50 100

FIGURE 7.15 WORKERS INVOLVEMENT IN SOLVING DISPUTES

INTERPRETATION: 76% agree with yes. 18% are of neutral opinion. 6% disagree
with the statement.

40
TABLE 7.16 CONTRIBUTING IDEAS AND OPINIONS AT WORKPLACE

Attributes Frequency Percentage

Always 5 10

Sometimes 34 68

Never 11 22

Total 50 100

FIGURE 7.16 CONTRIBUTING IDEAS AND OPINIONS AT WORKPLACE

INTERPRETATION : The 10% of workers are of the opinion that their ideas and
opinions are always considered at workplace 68% says it sometimes ,and 22% never.

41
TABLE 7.17 MOTIVATION RECEIVED FROM MANAGER TO EXPRESS
OPINION AND IDEAS

Attributes Frequency Percentage

Strongly agree 32 64

Agree 8 16

Disagree 8 16

Strongly disagree 2 4

Total 50 100
FUGURE 7.17 MOTIVATION RECEIVED FROM MANAGER TO EXPRESS
OPINION AND IDEAS

IN
TERPRETATION: 64% strongly agree with this statement. 16% agree agree and
16% disagree, 4% of workers strongly disagree

42
TABLE 7.18 PHYSICAL AND MENTAL WELL BEING OF WORKERS
Attributes Frequency Percentage

Very high 32 64

High 8 16

Average 8 16

Low 2 4

Total 50 100

FIGURE 7.18 PHYSICAL AND MENTAL WELL BEING OF WORKERS

INTERPRETATION: 64% and 16% of respondents says that their physical and mental
well being are highly considered by management.16% states it as average and 4% as
low.

43
TABLE 7.19 SHOWING OPPORTUNITIES OF WORKERS TO DO THEIR
BEST

Attributes Frequency Percentage

Almost 18 36

Mostly 26 52

Some times 4 8

Rarely 2 4

Not at all 0 0

Total 50 100

FIGURE 7.19 SHOWING OPPORTUNITIES OF WORKERS TO DO THEIR

BEST

INTERPRETATION; 36% almost agree with this statement. 52% agree with mostly,
remaining 8% and 4% agree with rarely and not at all.

44
TABLE 7.20 WORKERS SATISFACTION TO ORGANIZATION CLIMATE
AND COMMITMENT

Attributes Frequency Percentage

Highly satisfied 8 16

Satisfied 24 48

Neither satisfied nor 12 24

dissatisfied

Dissatisfied 6 12

Highly dissatisfied 0 0

Total 50 100

FIGURE 7.20 WORKERS SATISFACTION TO ORGANIZATION CLIMATE

AND COMMITMENT

45
INTERPRETATION : 16% and 48% of workers are highly satisfied and
satisfiedwith organisational climate and commitment. 24% of respondents are
neither satisfied nor dissatisfied. 12 % of respondents are dissatisfied.

46
 CHAPTER 8

FINDINGS, SUGGESTIONS AND CONCLUSION

47
 FINDINGS

 Most of the workers agree the statement organisational climate and employees
commitment in management is useful in improving relation between workers
and manager.
 Majority of the workers agree that manager takes care of their personal health,
safety, job .
 That 100%of employees are of the opinion that company provides training
opportunities.
 That 40% of the respondents are highly satisfied. 32% of them are satisfied
them are satisfied, 14% of them are of neutral opinion and remaining 8% are
dissatisfied and 6% are highly dissatisfied.
 30 of the respondents says that working condition is satisfied. 18 of respondents
are of the opinion that working condition are neither satisfied nor dissatisfied for
them.2 of the respondents are dissatisfied with the working condition.
 26% of respondents feel employees have very good relationship. 46% of
workers feels good. 22% feels average. 6% of workers feels the employees
relationship poor.
 Out of total most of them are taken effort for the management in promoting joint
effort of employees.
 Total participation in existing system of workers involvement showing
maximum in neutral stage and the rest of them are dissatisfied.
 Most of the workers agree with the statement that involvement of workers helps
to solve grievance of workers.
 Most of the workers suggest motivation made by superiors and involvement of
workers in meeting helps effective participation in management.
 The 10% of workers are of the opinion that their ideas and opinions are always
considered at workplace 68% says it sometimes ,and 22% never.
 Out of total respondent 82% of responses are comparatively good and rest of 6%
are poor in corporation with workers.
 16% and 48% of workers are highly satisfied and satisfied with organisational
climate and commitment. 24% of respondents are neither satisfied nor
dissatisfied. 12 % of respondents are dissatisfied.
 The present study revealed that dimensions of organizational climate had greater
nfluence on organizational commitment than organizational climate as a whole.
 SUGGSTIONS

Organizational climate has direct & positive relationship with employee commitment,
Job performance & job satisfaction.In order to increase these aspects, the organization is
suggested to: -

 Make the reward system more attractive.

 Maintain warmth relationship among the employees.
 Enhance the support & commitment of employees with each other.
 Build an employee’s friendly organizational structure having open
Communication & better grievance redressal system.
 Minimize risk & conflict in organizational working.
 Set standards that reveal the employee’s latent talent thereby improving their
Performance.
 Provide more & better opportunities for career development & growth.
 Design & provide modern & relevant training to the employees.
 Delegate required authority to the employees & enhance their decision- making
Skills.
 Make personnel policies more employees oriented

49
 CONCLUSION

This project was designed with a view to conduct a complete analysis on the
effectiveness of organisational climate and employees commitment. Employees create
the key element for organizations to achieve sustainable competitive Advantage in
today’s dynamic and changing operating conditions. Organizations try to attract
qualified employees, take advantage of them at the maximum level and keep
employing them In working conditions in which the workforce have a critical role.
Therefore, creating a Healthy and positive organizational climate, which cares about
the welfare of employees, is thought to be important. Because, it is thought that a
positive working environment which appreciates employees is expected to positively
affect their performance levels, so they will undertake additional roles in
organizational processes and act in an innovative and creative way. In other words,
organizational climate has either a positive or negative effect on performance levels,
attitudes and behaviours of employees. It is possible that employees can perceive
organizational climate with a positive perception and consider it to be matching with
their personal objectives and so, they can demonstrate positive attitudes towards
colleagues and the organization. However, a negatively perceived organizational
climate which does not support its employees is expected to promote
counterproductive behaviour among employees. In the literature, it is possible to see
lots of studies dealing with many variables such as Personality, emotional intelligence,
organizational justice, trust, perceived organizational support and ethical climate which
lead employees to show counterproductive behaviours. Among all these, limited
numbers of studies referring to organizational climate are available.
In this respect, this study aims to investigate the impact of organizational climate on
Counterproductive behaviours. Therefore, it is believed that this study will contribute
to and fill the gap in the literature.
 BIBLIOGRAPHY

BOOKS

• Jain S.P. and Narang K.L., "Advanced management", Kalyani Publishers,

New Delhi, 2004
• Aldag, R. and Reschke, W. Employee Value Added: Measuring Discretionary
Efforts and Its Value to the organization”, 1997, Centre for Organizational
effectiveness
• Kothari C.R, "Management Research”, Willey Eastern Lid., New Delhi, 2006,

JOURNALS

 International journal of marketing, financial services and management research

(vol-1, Issue 9.)
WEBSITES

• http://www.greatorganizations.com/pdf/wpEmpValAdd.pdf
• www.yourarticlelibrary.com
• http://www.teachernet.gov.uk/teachinginengland/detail.cfm?id=520

51
ANNEXURE

52
 QUESTIONNAIRE
Details of respondents
NAME :
GENDER :
AGE :
GENERAL DETAILS
1. What is your Age group?

• 20-30 years

• 30-40 years

• More than 40 years

2. Gender of the respondent ?

• Male

• Female

• Transgender

3. For how many years you are in this company?

• 1-5 years

• 5-10 years

• 10-15 years

• More than 15 years

53
4.Does the company provide training opportunities for everyone?

• Yes

• No

5.Are you satisfied with the company’s reward and recognition program ?

• Highly satisfied

• Satisfied

• Dissatisfied

• Highly dissatisfied

• Neutral

6. What is your opinion about the working condition?

• Satisfied

• Neither satisfied or dissatisfied

• Dissatisfied

7.How do you feel about the employees relationship with each other ?

• Very good

• Good

• Satisfaction

• Poor

8.What are the methods of participation of employees in management decision

making ?

• Collective bargaining
16. How often you feel comfortable contributing ideas and opinions in your
workplace?
• Always

• Sometimes

• Never

17. Are you motivated by the superior/ manager to express your opinions and
ideas?
• Strongly agree.

• Agree

• Disagree

• Strongly Disagree

18. How much the company cares about your physical and mental wellbeing?
• Very high

• High

• Average

• Low

19. Do you have the opportunity to do the work best ?

• Almost

• Mostly

• Sometimes

• Rarely

• Not at all

55
20. How much you satisfied with the organizations climate and employees
commitment ?

• Highly satisfied

• Satisfied

• Dissatisfied

• Highly dissatisfied

• Neutral

56