(Business Administration and Management)




The topic to be studied is “The impact of personnel satisfaction on organizational growth and development” A case study of Anamco ltd Emene Enugu.

Personnel satisfaction has been an issue that employers neglect for a very long time now, but if critically examined, we will understand that it is the truth, that personnel satisfaction directly affects the outputs of any firm.

The sample is made up of 100 staff- 30 administrative staff, 40 intermediate staff and 30 junior staff. This is because these three categories of workers cuts across all the staff in Anamco ltd.

 The information gathered were analyzed under the following sub- headings:-

a.       Overall view of respondents on the impacts of personnel satisfaction on organizational growth and development.

b.      Administrative staff view on the impact of personnel satisfaction on organizational growth and development.

c.       Intermediate staff view on the impact of personnel satisfaction on organizational growth and development.

d.      Junior staff view on the impact of personnel satisfaction and development.

From the information gathered, on overwhelming majority of the respondents agreed that personnel of an organization can really be satisfied with the management when the management of the organization is performing up to expectation ( to an acceptable degree) and that it is such satisfactions that can include the personnel to put in their efforts thereby affecting the level of output positively.

Furthermore, the hypothesis were all tested using the chi- square formula and all the hypothesis were all proved correct.

My sources of data include interview and questionnaire. Some times, I had to use phone conversation to get the information I wanted. The data collected was analyzed in chapter four (4) of the research report.

This project shall be needed by the management of Anamco ltd. Since it will suggest more and better ways they can use to improve their overall  personnel performance. Also all employers will find it useful and students inclusive.


Chapter one


1.1    Background of the study.

1.2    Statement of the problem.

1.3    Purpose of the study

1.4    Scope of the study.

1.5    Research hypothesis.

1.6    Significance of the study.

1.7    Limitations of the study.



2.1              Historical perspective of the study.

2.2              Douglas McGregor’s theory X and Y.

2.3              Elton mayor and the Hawthorn experiment

2.4              Abraham maslow’s theory of needs.

2.5              Expectancy theory.

2.6              Herzberg’s theory of job motivation

2.7              MB Anamco news and Awake 22 Feb. 2002




3.1              Research design.

3.2              Area of study.

3.3              Population for the study.

3.4              Sample and sample technique

3.5              Instrument of data collection.

3.6              Validation of instrument used

3.7              Reliability of the instrument

3.8              Method of data collection

3.9              Method of data analysis



4.1              presentation and analysis of data

4.2              testing of hypothesis

4.3              summary of results



5.1              discussions of result and findings

5.2              conclusions

5.3              implications of the research findings

5.4              recommendations

5.5              suggestions for further study





1.1              BACKGROUND OF THE STUDY.

Man started seeing the need for organization, which he realized that he is not self- sufficient. He came to realize that with co-ordinate effort more output can be realized.

            This was why, in the early times of man, the creation, presentation and modification of organization became absolutely necessary because the society at large depends on those organizations. Consequently, man desired to control his environment and to control the activities of the particular person (s), in that given setting, through systems comprised of technology and humans. Technology on it’s own cannot perform anything anything unless the human aspect performs and this is where the personnel’s of an organization comes in.

The personnel’s (workers) of an organization must be satisfied before the organization can experience growth and development. Therefore, personnel satisfaction is a situation where the workers of an organization experience a feeling of contentment which they  get when they have achieved what they need or desired. It can be seen also as a  situation of fulfillment. On the other hand, organizational growth has to do with size and quantity while development has to do with quality and advancement.  There is no way an organization will grow and develop when the people working in it are not happy. Despite these facts, we should bear in that human beings are insatiable and this is why human management complicated. This is why this research is very important one because, we are going to find out that without these workers, there will be no growth and development.

            Employers feels that regular payment of wages and salary is all it takes to get workers, to putting in their best, but in this global world, the story is different. People are not only interested in money but in other this like job enrichment, self- actualization etc. this is why this research work is necessary so as to know the extent that personnel satisfaction can contribute to an organizational growth and development. Also, we will see more better ways that the case study “ANAMCO” has used, so as to achieved their personnel satisfaction.

In order to accomplish this study, Anamco has been selected as a case organization. I will be studying the personnel profile in the contributed to the success of the organization. The data for this study will be collected through the use of questionnaire, direct interviews of persons and the study of documents. Anammco is a company that deals with the manufacture and and assembling of Mercedes-Benz vehicle parts. This company started existing a very long time ago and ever single then they have been very successful.

Also, in the course of studying this topic, we shall have to study some relevant theory of Abraham Maslow, Herzberz and the rest of them that will be useful for more understanding. Some current literatures will also be reviewed.



This research work on the personnel satisfaction of any organization and its effect on the organizational growth and development, is a kind of gate way to the understanding of some important factors. And these facts are what this research work will be based on. However, the question that arises and needed to be answered are:

-          Since human being are insatiable, can the employees of an organization be really satisfied at any point in time?

-          Does the personnel satisfaction really have a role to play in the achievement of organizational success?

-          What factors contribute to employee satisfaction?

-          Will factors not compound the economic problems of the organization because of its additional cost?  These questions in a nutshell form the problem of this research work.

1.2              PURPOSE OF THE STUDY

Some early writer have written so many things about workers in an organization and there are different ways organizations apply these theories to suit them. Therefore, this study will try to achieve the following objectives, basing on ANAMCO

§  To find out, if employees can be satisfied at any particular point in time, since human beings are  said to be insatiable.

§  To find out the role of personal satisfaction in the achievements of organizational success.

§  To find out the factors that can lead to employee’s satisfaction.

§  To find out, if it will be a burden on the organization or a relief.

1.3              SCOPE OF THE STUDY

Some early writers have written so many things about workers in an organization and there are different ways organizations apply these theories to suit them.  Therefore, this study will try to achieve the following objectives, basing on Anamco.


-          To find out, if employees can be satisfied at any particular point in time, since human beings are said to be insatiable.

-          To find out the role of personel satisfaction in the achievements of organizational success.

-          To find out the factors that can lead to employee satisfaction.

-          To find out, if it will be a burden on the organization or a releaf.

1.4              SCOPE OF THE STUDY:

This research work is a case study of Anamco, it will be covering all aspects concerning managements affairs with the workers.  More especially, where it relates to motivation

Anamco is a car assembling company situated in Enugu State and data will consist 21 information on the personel, starting from when Anamco was created till date.

1.5              RESEARCH HYPOTHESIS:

It is against the background of the problems identified and the purpose of this study that the following propositions were made.  Both the null and alternative hypothesis were stated and latter in chapter four.


1.         H0:      Workers can actually be satisfied.

            Hi:       Workers cannot actually be satisfied.


2.         H0       When workers are happy they put in their best.

            Hi:       When workers are happy they do not put in their best.


3.         H0:      Personel satisfaction will not compound the economic problem of the organization.

Hi:       Personel satisfaction will compound the economic problem of the organization.


4.         H0:      Personel satisfaction is the root of any organisation’s  success.

Hi:       Personel satisfaction is not the root of any organisation’s success.



This is a period in Nigeria,  when we want more efficient managers, that can properly manage man, material, money.  Therefore, this study is timely so as to enhance the development of  Nigeria’s economy through privatization and commercialization.  All these things are happening in organization made up of human beings.

This study will be of immense benefit to both public and private organizations.  In addition, the study will determine factors that will lead to personel satisfaction.  It is expected that the findings will help organization to identify thee needs and desire of the workers and satisfy them so as to obtain maximum co-operation from their worker always remembering  that organizations must achieve the corporate objectives in order to justify their existence.

Through the investigation, therefore, management of organizations will understand their shortcomings or weak points and will subsequently adopt measures aimed at enhancing their workers co-operation,,

In addition, the Government will also benefit from this research work by getting to know to handle the workers within their states.  Also, this research work will be of help to the management in ANAMCO, as it suggested new and better ways of handling the personnel’s of the organizations.

Finally, students will learn a lot from this work, if it should be stocked in the library for students that wish to become future entrepreneurs.


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Boyd  H . W. Jr and Westfau R;  (1972), marketing Research Text and cases Home wood illioris, Rechard  D. Iroin inc.


Churchill G.A. Jr (1976) marketing Research methodological foundations Illinois:  The Drijden press.


Gay L.R. (1981) Educational  Research, Columbus Ohio, Charles E. Merrik pub. Co. 








2.0            LITERATURE REVIEW:

Under this chapter, I will be systematically examing available books, journals, periodicals, Newspapers etc. so as to obtain relevant information from them which will be useful to the research problem under investigation.

The information sought are in the form of ideas, thought and opinions expressed in a particular topic, problem or as result of  empirical studies that have conclusion and recommendation which have some close and meaningful relations to relations to the present research problem.

To ensure that adequate literature is reviewed, I have divided my review into sections as stated below:-

(a)              Historical perspective of the topic of study

(b)             Relevant theories

(c)              Current literatures



In the early times, people were living on subsistence farming. Everybody were producing what he and his family will consume and needed little  assistance from the external environment for those things he cannot produce for himself; and in order to satisfy those needs that he could not provide for himself, he had to look for the person that has what he needs and in exchange needs what he will offer – trade by barter. This situation led to the introduction of money as a legal tender. We can use it now to pay for what we need and it will be accepted generally.

Countries started developing, people now saw the need to come together, need to working together in the form of organization, to engage in different forms of businesses started emerging. Therefore, to get money, people had to work and by so doing they contribute to the organizational growth and development. The organization will then make profit and consequently expand.

The organizations are social system organization combines science and people (technology and humanity). Technology is difficult enough by itself; but when you add people, you get an immensely complex social system that almost defiles understanding. Human behaviour in organization is rather unpredictable because it arises from a deep seated and nebulous value system of  inadequate different people. The individual is the fundamental unit of the organizational system.

People’s attitude forwards work (technology) matters a lot in any organization because, we say that attitude is an already internalized way of thinking. If a worker has his non-chalant different attitude to work, it will definitely show in his performance. Also, if the worker has that positive thinking that it is his own personal work, it will show in his performance. Therefore, we have seen that the human angle matters a lot because, without them, nothing happens in the organization. But when the workers are happy with the will try to put in their best to the advantage of the organization.

This is the case with “ANAMMCO”. They have studied their workers properly and they know how they are handling them and this is evident in the success record of the organization. It is not because they pay higher salary, but because their workers are satisfied with the  work conditions and also their opinions are sought whenever the management wants to make some decisions concerning workers. In ANAMMCO, the department in charge of personel/workers is called Personnel Department.



The nature of people with all their apparent contradictory feelings and emotions has long puzzled philosophers and scholars. Some see people as having a capacity for tenderness, sympathy and love with little need for external regulation. Others see people in the organization as having tendencies towards cruelty, hate and destruction, with the need for close central and regimentation for the good of the organization. Such a duel nature of people was introduced into management theory by Douglas McGregor. From observing traditional managers, McGregor infrared that, their approach to managing workers and their work were based on the assumptions labeled  theory “X” and the opposite set of assumption labeled theory “Y”.


Theory X view:

In this traditional view of managing the workers and their work, the subordinate is characterized as irresponsible, selfish and apathetic. This, managers  who evaluate worker behaviour from this point of view conclude that restriction control are necessary.

The following are  some of the basic assumptions of theory “X”

1.     Work, if not downright distasteful, is an enormous chore to be performed in order to survive.

2.     The average  human being has an inherent dislike of work and will avoid it if he can.

3.     Because of his human characteristics dislike of work, most people must be coerced controlled, directed or threatened with punishment to get them to put forth adequate effort towards the achievement of organizational objectives.


Theory of “Y”

Theory “Y” on the other hand outline a critical feature of managing workers and human motivation that sprang from controlled experiments by lightly fanned researcher. In essence, this theory points to the fact that workers have wants or needs that are never completely fulfilled. Those who adhere to theory “Y” emphasize democratic relations in their organizations, which are often called participative management.

Some of the basic assumption of the theory "Y” are -----

1)    The average person does not inherently dislike work to be satisfying or punishing.

2)    People will exercise self direction and having  becoming interested in the human element within  the organization. Due to the reason above, I shall be studying two theories by Elton Mayor and Abraham Maslow.



Mayor and the Harvard associates conducted a famous study of human behavior in work situation at the Hawthorne plant of western electric company from 1927 to 1932. they divided the employees into a “Test group” and a control group” which were subject to deliberate changes in illustration and stable illustration respectively. The puzzling fact was that productivity increases in both the test and control group with the existing lighting differences. In an attempt to finding the reason for this, they conducted a new experiment.

Under this experiment, mayor placed two groups of six women each in a separate room. In one room the conditions were varied; salaries were increased, coffee breaks at varying lengths were introduced, the work days and work weeks were shortened. The researchers who acted as supervisors allowed the groups to chooses their rest periods and to a say in other financial incentives were needed out because the groups were kept on the same payment schedule.

Mayor concluded that a complex emotional skin had touched of the productivity increases.  Because the groups had been  single out for special attention; they developed pride that motivated, to improving their work performance. The sympathic supervision, they received had further re- enforced their increased motivation. The result of this experiment gave Mayor his first important discovery ; when special attention is given to the workers by management, productivity will increased regardless of actual changes in working condition. This phenomena became known as Hawthorne effect.

Mayor cater coached a massive interview programme to find out why such attention and formation of group bond could elicit such strong reaction. They found out that informal work, the social environment of employees, hence a great influence on productivity. Workers work place, based in part on mutual antagonism towards the  bosses, impacted some meaning to their work lines. For this reason, group pressure rather than management demands had the strongest in thence on how productive they would be.

To maximize output Mayor and his associates concluded that management must recognize the employee’s needs for recognition and social satisfaction. It had to turn the information group into a productive position force by providing employees with a new sense of being appreciated. To Mayo, the concept of “social man” motivated by “social needs” wanting on-the-job relationships and more responsive to work group pressures  than to management control. He had to replace the old concept of rational man motivated by personal economic needs.

The elements in this experiment are:

¨        The individual.

¨        The work group.

¨        The participative management.


Abraham M. gave one classification of human needs. He was a psychologist and was the one that developed a theory of man motivation. At the core of his theory, is the concept that individuals are motivated  by fulfilling a hierarchy of needs, which shows that as the lower level needs are satisfied, they are no longer motivating factors.

The officer/manager must recognized that, the need pattern of each worker is different and should not assume that a single approach can be used to motivate all workers toward the accomplishment of the organizational objectives. Also, management should not target that, the well satisfied needs do not motivate.

Abraham Maslow’s Hierarchy of needs:
















Figure 2.1 Maslow’s hierarchy of needs.


Vroom (1964:6-13) attacked Her berg’s two factor theory as being too dependent on the content and context of his research objectives. Vroom says that a person’s motivation towards an  action is determined by his anticipated values of all positive and negative  outcome of the action multiplied by the strength of the person’s expectancy that the goal. He contends, in other words, that motivation is produced by the anticipated worth of an action to a person and the person’s perception of the probability that his goal would be achieved Vroom’ theory can be stated thus:


Motivational force= value X expectancy”

Expectancy is the perception that a particular output will occur as a result of certain behaviour. Vroom valence is concerned with how much value an individual places as a specific outcome.

The important thing to note here is that the goal of an employees in thence his behaviour.

When an individual is indifferent about achieving a certain goal, a valence of zero occurs. Also, there occurs a negative valence when an individual would rather not achieve a goal. In each case, the end result would no case, the end result would no motivation. If the expectancy were zero or negative, the end result would likewise be no motivation. Vroom concludes that motivational force which an employees exerts to do his job depends both the valence and expectancy (Ejiofor; 1984).



According to the theory formulated by Herzberg and his associates as a result of their research conducted at the psychological service of Pittsburgh, people work of factors- hygiene and motivator are present experience that create positive attitudes towards work arises from job content itself and function as motivators. Examples of motivators are those incidents associated which feelings of self improvements, recognition, achievement and for acceptance of  greater responsibilities. The other factor- hygiene is related to productivity on the job but is peripheral to the job itself examples of hygiene factors are pay, working conditions ( such as air condition, lighting and ventilation). Company policy and quality of supervision.

When the hygiene factors are felt to be inadequate by workers, the factors function as disasters. But when the hygiene factor are present, they do not necessarily motivate employees to greater productivity, instead, they make it possible for the motivator to function.

The positive feeling that may be aroused as a result of the hygiene work conditions, such as word of encouragement from the supervisor or a pay increase, are relatively brief, in duration. When employees are highly motivated and find their jobs interesting and challenging, they are able to tolerate considerable dissatisfaction with the hygiene factors. Although the hygiene factors cannot be ignored or slighted a full measure of all hygiene factors does not make jobs interesting nor bring about the attainment of the firm’s increase the presence of such motivating factors as achievement, recognition, the work itself, responsibility and advancement generally, and all these could be achieved through job design and job enrichment in order to provide challenge and creativity.


2.6            MB ANAMMCO NEWS AND AWAKE 22 FEB, 2002.

In  Anammco, there is a customer driven philosophy known as total quality management with the main aim of satisfying both the internal and the external customers. Total means that every one is involved.( MB –Anammco news 2001 p 20). For the fact that every one is involved in the attainment of the required quality means that the human elements should not be underrated. The scheme involves every one to put in his or her best at all times. Workers are encouraged to do the right thing at the time. Awake (February 2002) stress stems from impersonal, ever changing and often hostile work place therefore employer endeavor to help employees overcome this. As a result both the employees and organization will benefit for an instance, a company that redesign their office to avoid sick building syndrome found that before long productivity was up and staff satisfaction levels had improved dramatically. it was also found that fever people were out on sick leave. therefore, it can be seen that taking cars of workers makes good sense economically.

When people come together to accomplish a given task on organization has been formed. Therefore the purpose of any organization is to bring together or co-ordinate the human and material resources of an organization in order to accomplish an objective.  Also personal satisfaction is associated with productivity and that increased satisfaction will lead to increase effectiveness and efficiency workers should not be left out in decision making. It is therefore important to develop an effective communication between the various levels of hierarchy that allow for exchange of information necessary for better performance.(ojemba g agbo:2001 p 80)


According to H.T GRAHAM(1987) total quality management is a continuous process  that lies heavily on the employees of any organization, the need to motivate the employees to continuously contribute to the achievement of the company’s objective cannot be over emphasized, the work itself, responsibility and advancement generally; and all these could be achieved through job design and job enrichment in order to promote challenges and creating.


2.7            MB ANAMMCO N EWS AND AWAKE 22 FEB. 2002.

In ANAMMCO, there is a customer driven philosophy kwon as total quality management with the main aim of satisfying both the internal and the external customer. Total means that everyone is involved.

(MB.ANAMMCO news 2001p.20). For the fact that everyone is involved in the attainment of the required quality means that the human element should not be underrated. The same involves everyone to put in his DR her best all times.workes are encouraged to do the right thing at the right time. Awake (February 2002) stress stems. From impersonal, ever changing and often hostile work place.

Therefore employer endeavors to help employee overcome this. As a result, both the employees and organization will benefit .for an instance, a company that redesign their office to avoid “sick building syndrome” found that before long, productivity was up and self satisfaction levels had improved dramatically. It was also found that fewer people were out on sick leave. Therefore, it can be seen that taking care of workers makes good sense economically.

When people come together to accomplish a given task an organization has been formed. Therefore the purpose of any is to bring together or co-ordinate the human and material resources of an organization in order to accomplish an objective. Also, personal satisfaction is associated with productivity and that increased satisfaction will lead to increased effectiveness and efficiency workers should not be left out in decision-making. It is therefore important to develop an effective communication between the various levels of hierarchy that allow for exchange of information necessary for better performance . (ojemba G. Agbo: 2001 p.80)

According to H.T. Graham (1987), total quality management is a continuous process that lies heavily on the employees of any organization, the need to motivate the employees to continuously contribute to the achievement of the over emphasized, the quality of work force will perhaps determine the extent to which organizational objectives are achieved. Weber (1976)stated that the company is only as good as it’s people. The human factor is what business is (or should  be ) all about. The whole philosophy centers on people, when you build people, wake their potentials, help them identify their individual worth, you are encouraging team spirit and also creating an appropriate social and psychological atmosphere for them, then creativity and innovativeness will flourish to their benefit and those of the organization.

 The benefits of total quality management are:

-         improved profitability and competitiveness .

-         Organizational effectiveness.

-         Customer satisfaction.




Graham H.T. (1987): Human Resources garment; London; nlac Donald                                  Evans limited.

Ojemba G.A.(2001); The practice of management Enugu, iyke ventures                                 production limited.

Nick, A.O. (2001): Modern Approach to office management and                                           Administration Enugu, Nikcal printing and purchasing                                       company.

 Akpala, Agwu (1984), Managing  industrial relations in Nigeria; Lagos.                               Guardian publishers.

Ejiofor, C. (1984), The classical Theories of motivation and Their Relevance                                  To Nigeria Ibadan, London Nigeria Limited.

Allisow P. ‘Total quality management’ MB. Anamco News, vol,3 no.1                                    p.20.

‘Making you work Environment safe”. Awake; 22 February 2002, p.2  





3.1          RESEARCHDESIGN:

This research work “the  impact of personnel satisfaction on organizational growth and development” is geared towards finding out the extent to which the satisfaction of workers can go in finding organizational growth and development. This is because, some people seem it, that payment of workers is all it takes to satisfy workers, and do not recognize that workers’  satisfaction directly affects the out put of the organization.

Under this research design, we shall see who constitute the population to be studied; the sample of members to be studied; the means of data collection and analysis etc.



The area of this study is in Anammco, Emene, Enugu, a company that deals on the manufactures of Mercedes- Benz car products. Anammco was chosen because of it’s tremendous success records, which has been linked to the hard work of their employees. the setting was chosen because of its proximity to the researchers’ institution considering the limited time for the study and the financial constraints of the researcher.


3.3               POPULATION FOR STUDY

The organization for this study was randomly selected to be a representative for all existing organization, since it is a very large and well organized company with all the necessary departments.

Therefore, the population for study is  the entire employee of Anammco. The population consist of over 500 people that are spread out in the various departments



The sample is selected to make for equal representation of each cadre  of staff. The sample is made up of 100 staff. I have decided to study only a sample ( a portion of the population );  this is because of the large number  of staff in Anammco and the limited time I have to carry out this research. Furthermore, the resource ( human and material) available for the research are inadequate. Therefore, to get authentic result, I have decided to use the sampling method that will enable me to  picking the individual’s respondents, which will constitute my sample and provide the required data and they were picked in such a way that there is no bias error.



The method of sampling I used came under the probability sampling and it is called the stratified random sampling. The entire population is divided into homogenous groups (state). This is to reduce time and cost involved in the sampling and also to ensure that the sample represents all the segments of the population of study. The sample size is shown below:








Staff 30

Staff 40

Staff 30


Fig.3., the sample student .





In order to get the necessary information needed for the problem solving, I decided to go through the oral interview and also making use of questionnaires. I concluded an unstructured oral interview, I had a face to face contact with the respondent and got the required information verbally by making use of a property framed questions to make it easy for respondents to understand so as to get accurate information.

In teams of questionnaires, I combined both the structured and unstructured questionnaires so that respondents could express their views freely for questions that needed such explanations. For those questions that does not need explanation, I required them to chose from the options require.



The test- retest technique is a practical approach I used in establishing the validity of the questionnaires. The respondents, who has completed the questionnaires more humble were asked to complete it again, as part the standization of the questionnaires. Their choices were then completed for consistency.


The questions were asked in clear and simple English, not with words that has ambiguous meaning of words that are difficult to understand. Therefore the respondent gave the right answers to the questions since they knew what was required of them.



I went to their places of  work and interviewed the staff to get  what I wanted; also some staff that did not have that time were interviewed. On phone some staff were interviewed to find out whether they fulfilled the criteria for selection. Those who qualified for selection were given the questionnaire and they were expected to fill them so that the researcher will return with them. Some complied to the request, while others, due to unforeseen circumstances could not fill the instrument on the spot. All questionnaires filled were collected and a second as well as third visit was paid to collect questionnaires, which were left with the respondents. In some cases, the respondents were not finding and in other cases the questionnaires were missing. An total of 40 questionnaires were missing.



The result of the overall respondents were analyzed in percentages and computed under various subheadings.



Enyi G.S. (2002), Introduction To Measurement And Evaluation. Nigeria,                            Hanso Creso Nig. Ltd.

Orji J. (1999), Business Research Methodology. Enugu Forth Dimension                              Pub. Co. Ltd.

Ezejelue A.C. Etal (1997); Basic Principles In Managing Research Projects,

Enugu, Methson Pub. Co.





The data collected in chapter 3 has been presented in tabular form for easy analysis. The data has been analyzed under the following headings:

a. Overall view of personal satisfaction on organizational growth and development.

b. Administration staff’s view on the impact of personal satisfaction on organizational growth and development.

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