final report bhumika

Assessment of Job Satisfaction level among the employees of Sheraton Rajputana, Jaipur

In Partial Fulfilment in award of PGDM Two Year Full Time Programme

Under the Guidance of

Company Guide: Co-Ordinator:

Mr. B. S Khatri (HR Manager) Mrs. Jessy John

Ms. Kamakshi Saxena (HR Executive)

Submitted by:

Bhumika Tanwar

PGDM 2nd Sem.

MAHARISHI ARVIND

INSTITUTE OF SCIENCE AND MANAGEMENT

Ambabari Circle, Ambabari, Jaipur- 302023

Phone: 0141- 2335487,2234216

E-Mail: [email protected] website: www.maism.com

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mailto:[email protected]

ACKNOWLEDGEMENT

“Surpassing milestones towards a mission sometimes gives me such degree of jubilance

that i tend to forget the precious help extended by people to whom the success of mission

is solely dedicated.”

On completion of my work, I take this opportunity to express my indebtedness and pay sincere thanks to all my mentors without whom this work could not have been accomplished.

I would first like to thank Mr. B. S Khatri, (HR Manager), Hotel Sheraton Rajputana Palace, Jaipur for his immense support; valuable views and guidance which made me reach here. His words and attitude of inspiration, motivation and appreciation were a great source of initiation and sense of perfection for me. He always made me work harder and prove myself.

I cannot forget to thank Ms. Kamakshi Saxena (Executive HR), who always provided me with all kinds of help and support. Her major contribution is a part of my part project.

Mrs. Jessy John (Faculty Guide) always guided me and analyzed my work that made me come up with newer and better ideas. Her analysis and regular feedback filled my work with perfection.

My parents have been a great source of inspiration as they always inspired me to work harder, guided and encouraged me. They gave me a regular feedback and always provided a sound backup.

Finally, friends can never be forgotten. Thanks to all my friends who contributed directly or indirectly in this venture.

It has been, indeed, a great pleasure working with Hotel Sheraton Rajputana Palace, Jaipur. Thanks to all those who were responsible for the successful completion of this work.

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company’s offer letter

CERTIFICATE

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This is to certify that summer training report entitled “Assessment of Job Satisfaction level among the employees of Sheraton Rajputana, Jaipur” is carried out by Ms. Bhumika Tanwar, student of PGDM 2nd semester in partial fulfilment of the requirement for the award of the PGDM. Her work was found excellent.

The data used was only for the academic purpose and to the best of my knowledge and belief. This work is not submitted/published elsewhere for any degree or diploma examination.

Mrs. Jessy John

(Faculty Guide)

EXECUTIVE SUMMARY

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Having undergone summer internship with WelcomHotel Sheraton Rajputana, Jaipur has been a real learning experience. The project assigned to me was regarding the assessment of Job Satisfaction level of the employees of hotel Sheraton Rajputana. My tenure in the hotel was of 8 weeks (15th May’10 to 15th July’10). Initially I had an induction programme for 2 days and then the project was assigned to me by the company guide, Ms. Kamakshi Saxena.

During these 8 weeks I conducted a survey on Job Satisfaction. For this, I chose a random sample of 20 employees. Questionnaires were filled up by the employees. The questions were regarding various aspects of job that directly influence one’s satisfaction level. All the respondents were very cooperative while filling the questionnaires.

Meanwhile I learnt a lot about the policies and procedures of the Personnel Department. Ms. Kamakshi Saxena was always there to guide and helped in shaping the project. She told about the various HR Policies and functioning of the Personnel Department.

Last few days were spent in analysing the results and preparing the final project report. At the completion of the tenure, Job Satisfaction level of the employees of the Hotel Sheraton Rajputana Palace was successfully studied.

CONTENTS

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INTRODUCTION TO THE COMPANY

The ITC Profile ITC’s Vision and Mission ITC’s core values History and Evolution ITC’s business

FMCG Paperboards and Packaging Agri Business Information Technology Hotels

E- Choupal Team ITC ITC group of Hotels SWOT Analysis

INTRODUCTION TO THE TOPIC

Job Satisfaction Meaning and Model

Objective of study Scope and significance of study Research Methodology

Universe Sampling Technique Research Design

Limitation of Study Questionnaire Data and Data Analysis Conclusion and Suggestions Bibliography

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THE ITC PROFILE

Founded: August 24, 1910

Headquarters: Virginia House,

37, Chowringhee (JLN Road),

Calcutta- 700071

Key People: Mr. Y. C Deveshwar, Chairman

Mr. K. Vaidyanath, Director

Website: www.itcportal.com

ITC is one of the India’s foremost private sector companies with a market capitalization of nearly US $20 billion. ITC is rated among the World’s best big companies, Asia’s ‘Fab 50’ and the world’s most reputed companies by Forbes magazine, among India’s most valuable companies by Business Today. ITC also ranks among India’s top 10 ‘Most Valuable (company) Brands’, in a study conducted by brand finance and published by The Economic Times.

ITC has diversified presence in cigarettes, paperboards and speciality papers, hotels, packaging, agri- business, packaged foods and confectionary, information technology, branded apparels, personal care, stationery, safety matches and other FMCG products.

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http://www.itcportal.com/

ITC’s VisionSustain ITC’s position as one of India’s most valuable corporations through world class performance, creating value for the Indian economy and the company’s stakeholders.

ITC’s MissionTo enhance the wealth generating capability of the enterprise in a globalising environment, delivering sustainable stakeholder value.

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ITC’s Core Values

ITC’s core values are aimed at developing a customer- focused high performance organization which creates value for all its shareholders.

TRUSTEESHIP: As professional managers we are conscious that ITC has been given to us in ‘trust’ by all our stakeholders. We will actualize stakeholder value and interest on a long term sustainable basis.

CUSTOMER FOCUS: We are always customer focused and will deliver what the customer needs in terms of value, quality and satisfaction.

RESPECT FOR PEOPLE: We are result oriented, setting high performance standards for ourselves as individuals and teams.

We will simultaneously respect and value people and uphold humanness and human dignity.

We want individuals to dream, value performance, create and experiment in pursuit of opportunities and achieve leadership through teamwork.

EXCELLENCE: We do what is right, do it well and win. We will strive for excellence in whatever we do.

INNOVATION: We will constantly pursue newer and better processes, services and management practices.

NATION ORIENTATION: We are aware of our responsibilities to generate economic value for the nation. In pursuit of our goals, we will make no compromises in complying with applicable laws and regulations at all levels.

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History and Evolution

Company’s name was changed from Imperial Tobacco Company of India ltd. to Indian Tobacco Company ltd. in 1970 and then to I.T.C ltd. in 1974.

The full stops in the company’s name were removed effective from Sept.18, 2001 and now the name is ITC ltd.

Company’s headquarters building came up on August24, 1928 at Kolkata.

In the year 1975 ITC launched its Hotel business with acquisition of a hotel in Chennai and was named ITC welcomgroup Hotel Chola.

Main objective of ITC entering into Hotel business was then to earn high levels of foreign exchange, create tourism infrastructure and generate large scale direct and indirect employment.

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ITC’s businesses FMCG Products

Cigarettes and TobaccoLifestyle Retailing Greeting CardsFoodsAgarbattisSafety MatchesEssenza Di WillsFiama Di Wills & Superia

Paper Board & Packaging Paper Board & Speciality PaperPackaging

Agri Business Agri CommoditiesLeaf Tobacco

ITC InfoTech Banking Financial Services & Insurance (BFSI)Consumer Packaged Goods & RetailManufacturing & Engineering ServicesTravelHospitalityTransportationMedia & Entertainment

Hotels Luxury CollectionSheratonWelcom HotelsFortune HotelsWelcom Heritage

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E- Choupal

Launched in June 2000, ‘E- Choupal’ has already become the largest initiative among all Internet- based interventions in rural India. ‘E- Choupal’ services today reach out to over 4 million farmers growing a range of crops in over 36,000 villages through nearly kiosks across 9 states (Madhya Pradesh, Haryana, Uttaranchal, Karnataka, Andhra Pradesh, Maharashtra, Rajasthan and Kerala).

ITC’s agri business division, one of the India’s largest exporters of agricultural commodities, has conceived E- Choupal as a more efficient supply chain aimed at delivering value to its customers around the world on a sustainable basis.

E- Choupal enhances the ability of farmers to take decisions align their farms output with market demand and secure quality and productivity. It also eliminates the wasteful intermediation and multiple handling. Thereby it significantly reduces transaction costs.

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Team ITC

Mr.Y.C. Deveshwar

(Chairman)

Executive Directors

Mr. Anup Singh

Mr. K. Vaidyanath

Non-Executive Directors

Mr. A. Baijal

Mr. J.P. Daly

Mr. R.K. Kaul

Mr. S.H. Khan

Mr. S.B. Mathur

Mr. D.K. Mehrotra

Mr. H.G. Powell

Mr. P.B. Ramanujam

Mr. B. Sen

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ITC Group of Hotels

VISION

WOW at every moment of truth. A commitment beyond the market. Fulfilment of the society needs.

MISSION

To provide best services to customers. No compromise with quality at any cost. To be a best brand in Hotel Industries. Promote the nature.

TOTAL NUMBER OF HOTELS Luxury 08 Sheraton 04 Welcom 03 Fortune 45 WelcomHeritage 57

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WOW (A Moment of Truth)

ITC group of Hotels maintain a WOW ratio and it is calculated for every Hotel under ITC every day. WOW simply means that after seeing the ambience or after using the services of ITC Hotels the customer must say “WOW”.According to the Hotels under ITC, WOW can be built in-

Products Processes Human Efforts

Three essentials for eliciting a WOW at every moment of truth-

Knowledge Skill Attitude

Three ways of eliciting a WOW from the guest-

Empathy Procedure Resolution

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SWOT AnalysisAn organisation’s competitive position needs continuous improvement to attain

competitive advantage. A SWOT analysis of ITC Group of hotels needs to be

carried out for identifying its key relation to dynamic business environment.

Strength: The ITC group of hotels is the first choice of discerning business and

leisure travellers through their hospitality. They have limited influence but

competencies such as knowledge, innovation, creativity, team work, and

productivity etc. The major strength is their “CUSTOMER SATISFACTION”.

Weakness: Handling customer effectively, they must take guest complain

seriously by examining the critical issues such as low standard, low quality,

limited market share, shall provide an insight to the organization to find

appropriate solutions to solve them. Being internal and unique to every

organization, require improvement, team and organizational performance.

Opportunity: They must analyze domestic and global market opportunities, and

competitors. This helps organization to view opportunities for further growth and

align strategy in that direction for optimal results.

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Threat: Organizations needs to find approaches for utilizing their competencies

and available resources in the best possible manner .This is because resources

and scarce, and competencies are to be developed internally.

Welcom Group of Hotels

ITC Welcomgroup, India’s premier chain of luxury hotels was launched on October 18, 1975.

WelcomHotels offer five-star hospitality for the discerning business and leisure traveller. Currently there are three hotels under this brand namely, WelcomHotel Rama International Aurangabad, WelcomHotel Vadodara and WelcomHotel Grand Bay Vishakhapatnam. Four other ITC-Welcomgroup Sheraton Hotels – Sheraton Rajputana Hotel Jaipur, Sheraton Chola Hotel Chennai and Sheraton New Delhi offer warm, comforting services to the global traveller and a chance to connect.

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WelcomEnviron is ITC-Welcomgroup's vision for a green world. It's a multi-faceted programme started in order to propagate environmental causes in the cities where ITC-Welcomgroup's hotels are located. With the guiding principle of 'Reduce, Reuse and Recycle', each hotel has its own programme, encompassing local participation, creating awareness among employees and internal conservation.

Business Philosophy

Guest Experience Guest Experience with Profit Guest Experience with Profit, Growth and Development

Slogan

“Nobody gives you India as we do”

Logo

‘Namaste’ (true traditional Indian Welcome)

Motto

A ‘WOW’ expression at every moment of truth It is democratic in its deeds It must engage every individual and every process

The R3 Approach

R1- Revenue through acquisition from competition and yield management R2- Retention and pull through quality

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R3- Returns through cost efficiency

Hotel Sheraton Rajputana Palace

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Sheraton Rajputana

(Front View of the Hotel)

14 Kms. from Airport 0.5 Kms. from Railway station 0.5 Kms. from City Centre Architect : Rajinder Kumar and Associates Interior Designer: Prakash Mankar Total no. of rooms: 218

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Dining Facilities

CHANDRAVANSHI PAVILION

Open round-the-clock this charming restaurant is a favourite meeting point with a varied bills of fare, including the celebrated Dum Pukht cuisine. It has a capacity of 100 people.

PESHAWRI

Taste the authentic flavours of the North West Frontier in barbecued specialities and baked Indian breads prepared at the restaurant’s display kitchen.

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JAL MAHAL

A splendid venue for Indian, Continental, Chinese and Rajasthani delicacies in a delectable buffet spread. It has a capacity of 150 people.

SHEESH MAHAL

Christened as the “Palace of Mirrors”, this is indeed the finest bar in town, off the lobby and overlooking the Jai Singh Bagh courtyard.

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Other FacilitiesRecreation

A variety of recreational amenities are offered at Jaipur Rajputana Palace Sheraton as

Tennis Court Golf Course Swimming Pool

Leisure Facilities

Fitness Facility 24-Hour Front Desk Car Rental Service Laundry/Valet Service Smoke Detectors Safe Deposit Boxes Luggage Storage Babysitting Service 24-Hour Concierge Service Tennis Travel Desk Barber/Beauty Salon Business Centre Florist Shopping Available Parking Available Outdoor Pool

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Achievements

British Safety Council’s “Sword of Honour”

6th Annual Greentech Safety Award

National Tourism Award 2004-05

PATA Gold Award 2005

Best Luxury Hotel of the year 2002

ISO 14001

1st prize in Public & corporation Gardens 2005

Greentech Safety Award 2005-06, 2004-05, 2003-04, 2002-03

Great place to work by The economic Times 2009

Rajasthan Energy Conservation Award 2009

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JOB SATISFACTION

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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.

Job Satisfaction in an important indicator of working life quality. It can be influenced by a variety of factors, including the quality of relationship with superiors and colleagues, the degree of fulfilment at work and prospects for promotion. Satisfied employees tend to be more productive, creative, loyal, innovative and flexible.

For the organization, job satisfaction of its workers means a work force that is motivated and committed to high quality performance. Tangible ways in which job satisfaction benefits the organization include reduction in complaints and grievances, absenteeism, turnover, and termination; as well as improved punctuality and worker morale.

The concept of job satisfaction, though of considerably recent origin, is closely linked to motivation in the workplace and is a casual factor in improved performance in the workplace.

Job Satisfaction describes how content an individual is with his or her job. The happier people are within their job, the more satisfied they are said to be. Job Satisfaction is not the same as motivation, although it is clearly linked. Job design aims to enhance job satisfaction and performance with methods including job rotation, job enlargement and job enrichment. Other influences on satisfaction include the management the management style and culture, employee involvement, empowerment and autonomous work groups. Job satisfaction is a very important attribute which is frequently measured by organisations.

FACTORS AFFECTING JOB SATISFACTION

Work itself Pay structure Advancement Opportunities Supervision Co-Workers Environment Training Compensation and Benefits

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MODELS OF JOB SATISFACTION

Affect Theory: According to this theory satisfaction is determined by a discrepancy between what one wants in a job and what one has in a job. Further, the theory states that how much one values a given facet of work. When a person values a particular facet of a job, his/her satisfaction is greatly impacted more positively (when expectations are met) or negatively (when expectations are not met), compared to one who does not value that facet.

Dispositional Theory: It is a general theory that suggests that people have innate disposition that cause them to have tendencies towards a certain level of satisfaction, regardless of one’s job. This approach became a notable explanation of job satisfaction in light of evidence that job satisfaction tends to be stable over time and across careers and jobs. Research also indicates that identical twins have similar levels of job satisfaction.

Two Factor Theory: Fredrick Herzberg’s Two Factor Theory also known as Motivator Hygiene theory attempts to explain satisfaction and motivation in workplace. This theory states that satisfaction and dissatisfaction are driven by different factors- motivation and hygiene, respectively. Motivating factors are those aspects of the job that make people want to perform, and provide people with satisfaction. These factors are considered to be intrinsic to the job, or the work carried out. Hygiene factors include aspects of the working environment such as pay, company policies, supervisory practices and other working conditions.

Job Characteristics Model: This model is widely used as a framework to study how particular job characteristics impact on job outcomes, including job satisfaction. The model states that there are five core job characteristics (skill variety, task identity, task significance, autonomy and feedback) which impact three critical psychological states, in turn influencing work outcomes.

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OBJECTIVE OF STUDY

To take up the issue of job satisfaction in the workplace, examine the various components of job satisfaction, the general working conditions, and employee responses.

To focus on the diverse personal goals which workers hope to satisfy in the workplace, determine whether issues like feedback, influence their levels of satisfaction and involvement as also the need for an employee to be satisfied and motivated to perform well and focus on job characteristics that bring out the best in workers.

To make an attempt to analyze whether possible changes can be made in the working environment of the organization to improve workplace satisfaction and thereby also improve productivity of work leading to long term benefits to the company.

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SCOPE AND SIGNIFICANCE OF STUDY

This project is related to the level of job satisfaction of the employees of the organization. This survey has significance as it is altogether based upon an essential aspect of one’s job. The respondents were the employees of Hotel Sheraton Rajputana, Jaipur. This study figures out the factors that satisfy an employee from the job point of view. Every individual is different from all others and so are their responses. Although the organization is fully equipped with favourable work environment, there are differences in their responses.

Therefore, the study aims to locate those differences.

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RESEARCH METHODOLOGYResearch in simple term means ‘a search for knowledge’. It can also be defined as “a scientific and systematic search for pertinent information on a specific topic”.

OR

“Systematized effort to gain new knowledge”.

Sampling Technique: Sampling technique used is the Random and Convenience sampling. This type of sampling technique is most appropriate for this study.

Research Design:

Sample Size: Sample size taken for this study of Job Satisfaction was 20 employees representing the same population.

Methodology:

Prepare the list of information needed Frame Questionnaire Collect Information Representing the result in the form of graphs Analysis and Interpretation Conclusion and Suggestions

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LIMITATION OF STUDY

The study is to a certain extent limited by the vastness of the area and the availability of time. Job satisfaction is an extensive subject and detailed work should have been carried out in the area.

The issue has multiple perspectives, evidenced by number of theories that abound on the subject and the enormous literature available. It thus requires judicious use of literature and primary information sources to carry out a planned investigation on the subject.

While sincere efforts have been made to examine the issue from different perspectives the availability of more time would have possibly thrown up more perspectives and larger primary information sample leading to more accurate analysis and qualitatively superior solutions.

Biasness of the respondents was another limitation of the project. Employees do not reveal their job related information. So, efforts have to be made to take out the information in order to gather data.

Respondents were sometimes not available for the purpose.

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QUESTIONNAIRE(Employee Satisfaction Survey of the employees of Sheraton Rajputana Hotel)

Palace Road,

Jaipur-302006

Rajasthan.

General Information

Age –

Gender – Male

Female

Marital Status - Married

Unmarried

Department -

Designation -

No. of years worked in the organization –

a) 0-1 yearb) 2-5 yearsc) 6-10 yearsd) More than 10 years

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1. I feel proud to work for my companya) Yes b) No

2. I feel my job matches with my qualification

a) Yes b) No

3. I have an opportunity to participate in the goal setting process

a) Yes b) No

4. I understand how my work directly contributes to the overall success of the organisation

a) Yes b) No

5. My company is concerned with the long term welfare of the employees

a) Yes b) No

6. Teamwork is encouraged and practiced in this company

a) Yes b) No

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7. I believe my job is secured

a) Yes b) No

8. I am satisfied with my benefit package

a) Yes b) No

9. The amount of work I am asked to do is reasonable

a) Yes b) No

10. My immediate superior deals with the employees and their problems fairly

a) Yes b) No

11. My co-workers care about me as a person

a) Yes b) No

11. Very high standards of quality are maintained in this company

a) Yes b) No

12. Customers’ needs are the top priority in this organization

a) Yes b) No

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For the following statements, please choose the option that best describes your views-

1 – Strongly disagree

2 – Disagree

3 – Neutral

4 – Agree

5 – Strongly agree

S.No. Statements 1 2 3 4 5

1. I am well aware of the company’s corporate objectives

2. There is adequate corporate communication in the company

3. Individual initiative is encouraged here

4. I have opportunities to learn and grow

5. I am given enough authority for decisions I need to make

6. I have the material and equipment I need to do my job well

7. My salary is fair for my responsibilities

8. My company maintains a satisfactory salary level

9. Performance appraisal system reflects performance fairly

10. I receive regular job performance feedback

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S.NO.

Statements 1 2 3 4 5

11. I receive cooperation from other departments whenever needed

12. My physical working conditions are good

13. I can keep a reasonable balance between work and personal life

14. I am satisfied with the training provided to me by the company

15. The company has adequate safety and health standards

What the company can do to increase your satisfaction as an employee?

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DATA ANALYSIS

1. I am well aware of the company’s corporate objectives

Neutral 7Agree 9Strongly Agree 4

Strongly DisagreeDisagreeNeutralAgreeStrongly Agree

Interpretation: Only 20% people in the organisation are confident about the company’s corporate objective and rest 35% are neutral and 45% are not that much sure.

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2. There is adequate corporate communication in the company



Interpretation: 50% respondents say that they agree to the fact that there is adequate corporate communication in the organization whereas 30% are stay neutral to the question.

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3. Individual initiative is encouraged here



Interpretation: 55% people agree that their individual initiative is encouraged and valued.

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4. I have opportunities to learn and grow



Interpretation: 50% of the total sample people say that they get enough opportunities to learn more and more and grow. 45% people also agree but not to that extent.

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5. I am given enough authority for decisions I need to make



Interpretation: 60% people agree that they are provided with enough authority to make their decisions and 30% are those who strongly agree to this point whereas 10% people stay neutral to this.

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6. I have the material and equipment I need to do my job well



Interpretation: 70% people say they are provided with all equipments in time to perform their job well.

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7. My salary is fair to my responsibilities



Interpretation: 50% and 30% people agree that they are given salary in accordance to their responsibilities.

8. My company maintains a satisfactory salary level

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Interpretation: 45% of the respondents strongly believe that their company maintains a satisfactory salary level, other 25% also agree to this but the remaining 30% did not say anything about this.

9. Performance appraisal system reflects performance fairly

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Interpretation: More than 50% of the sample is satisfied with the performance appraisal system of the company.

10. I receive regular job performance feedback

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Interpretation: More than 50% people say that they get a regular and satisfactory feedback at regular intervals.

11. I receive cooperation from other departments whenever needed

Neutral 5

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Agree 9Strongly Agree 6


Interpretation: 45% people say that there is adequate cooperation between the departments and they receive help from other departments whenever needed.

12. My physical working conditions are good

Neutral 3

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Agree 6Strongly Agree 11


Interpretation: Around 70% people are satisfied with the working environment of the company.

13. I can keep a reasonable balance between work and personal life

Neutral 1Agree 5

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Strongly Agree 14


Interpretation: More than 70% of the employees can maintain a reasonable balance between their work and personal life while others remain neutral.

14. I am satisfied with the training provided to me by the company


50


Interpretation: More than 30% people are satisfied the training programme of their company.

15. The company has adequate safety and health standards


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Interpretation: Almost all the respondents say that safety and health standards are maintained to a large extent in the company.

CONCLUSION AND SUGGESTIONS

Conclusion: On the basis of data gathered and graphical presentation it can be concluded that the overall level of job satisfaction among the employee of Hotel Sheraton Rajputana is high. Various factors such as co- ordination with the boss,

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co- workers, compensation, satisfaction with the work allotted, balance between family life and work life are studied in the project.

Most important factor to study job satisfaction level of an employee is the time duration that has been spent in the organisation. Most of the employees here are serving from last 6-7 years.

The educational qualification of the employees match with the work they have been allotted. As far as the co- ordination is concerned, employees have a good level of co- ordination with their superior, co- workers and also with the other departments. Employees are satisfied with the periodical advice and feedback provided by their boss which eases the job to some extent.

Reasonably large number of employees find the working conditions in the hotel good and comfortable. They are satisfied with the jobs they are allotted but large number of employees is not satisfied with the compensation or the salary they are getting for the job done.

Along with the job, employees are getting time for their personal life and family also so they are able maintain a balance between their work and personal life.

Suggestions: On the basis of results and conclusions, here are some suggestions:

Salary and compensation are the basic motivational tools. So, it should be in accordance with the job one is performing. Company should maintain a

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satisfactory level of salary. It would help in increased output from the employee’s side as monetary rewards always attract.

Regular meetings should be conducted between the employees and their superiors to convey the objectives and to enhance co- ordination among them. In turn the communication gap would be reduced and the motivation level would also increase.

There should be regular get together of the employees of different departments where they can freely interact with each other and the cooperation would thus rise.

BIBLIOGRAPHY

www.itcportal.com

www.itcwelcomgroup.com

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http://www.itcwelcomgroup.com/

http://www.itcportal.com/

www.google.com

www.bing.com

Kothari C. R, ‘Research Methodology’

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http://www.bing.com/

http://www.google.com/

final report bhumika

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