ACKNOWLEDGEMENT

IN THE NAME OF ALLAH THE MOST GRACIOUS AND MERCIFUL

All praises belong to almighty ALLAH who is the Supreme Authority knows the ultimate

relations underlying all sorts of phenomenon going on in this universe. We are thankful to Allah

who has given us the courage to complete the project. We also offer our humblest thanks to

HOLY PROPHET HAZRAT MUHAMMAD (SAWW) who is the forever torch of guidance and

knowledge for humanity as a whole. After ALLAH and HOLY PROPHET (SAWW) we thank

our Parents who have supported us in the ups and downs of Life by Saying, “When the going

gets tough, the tough one gets going”

We are thankful to our Teacher Prof. Maryam Ilyas whose tremendous support, valuable

guidance, great help, kind behavior and moral support has made us able to fulfill the

requirements of our project. Lastly to all those employees of Wateen, who help us throughout in

the completion of this project.

 EXECUTIVE SUMMARY

The report comprises of the research study conducted for the purpose of the assessment of job

satisfaction and employee loyalty relationship. The explanatory research design has been

followed for preliminary information gathering. Data has been collected through Questionnaires.

Analyses of the data have been done through the SPSS; and for those Histograms and Bar Charts

have been used. For making the analysis well understood and self explanatory graphical

representation has been included along with the tabular representation. To support the study,

literature review was conducted which provided the basis for formulation of variables and formal

study. The conclusion is the main wrapping module of the report, which focuses on summarizing

the result findings deduced by the researcher. According to our findings we can safely conclude

that the two variables i.e. level of job satisfaction and employee loyalty are positively co-related

and a strong relationship exists between the two.

 ABSTRACT

Enhancing employee loyalty is a key to the success of any business that relies on a variety of

organizational and psycho-economic factors. The purpose of this study is to gain a better

understanding of the relationship between employee loyalty and job satisfaction of Wateen

Telecommunication Lahore, Pakistan. Based on the extant literature review on job satisfaction,

we proposed a hypothesized association between employee loyalty and job satisfaction. Data was

collected from the CSR of Wateen Head office through a close-ended questionnaire having

Likert scale. The study generated 80% response rate (n=50). Responses from the questionnaire

were statistically analyzed by correlation and one-way ANOVA. The result provides support for

the hypothesized relationship between employee loyalty and job satisfaction. We found positive

association and concluded that job satisfaction enhances employee loyalty.

 TABLE OF CONTENTS

Chapter 1: INTRODUCTION 1-4

1.1 Employee loyalty 1

1.2 Job satisfaction 1

1.3 Background context 2

1.4 Aims of research 3

1.5 Broad problem area 3

1.6 Statement of problem 4

Chapter 2: LITERATURE REVIEW 5-11

Chapter 3: METHODOLOGY 12-21

3.1 Target population 13

3.2 Sample size 13

3.3 Sampling technique 13

3.4 Data collection tool 14

3.5 Variables 14-17

 3.6 Rating scale 18

3.7 Scoring 18

3.8 Reverse coding 19-21

Chapter 4: RESULTS 22-46

4.1 Measurement scales of the variables 22-23

4.2 Descriptive statistics and charts 24-31

4.3 Inferential statistics 32-46

Chapter 5: CONCLUSION and DISCUSSION 47

 LIST OF TABLES

Table 1: Likert scale

Table 2: Reverse coded questions

Table 3: Likert scale in questionnaire

Table 4: Rating of reverse coding

Table 5: Correlation between job satisfaction and employee loyalty

Table 6: Correlation between job satisfaction and salary satisfaction

Table 7: Correlation between job satisfaction and work commitment

Table 8: Correlation between employee loyalty and rewards

Table 9: Correlation between employee loyalty and benefits

Table 10: Correlation between employee loyalty and organizational commitment

Table 11: Descriptive of job satisfaction among male and females

Table 12: ANOVA for job satisfaction

 LIST OF FIGURES

Figure 1: Theoretical framework

Figure 2: Questions made on employee loyalty variables

Figure 3: Questions made on job satisfaction variables

Figure 4: Graph of employee loyalty

Figure 5: Graph of job satisfaction

Figure 6: Graph of salary satisfaction

Figure 7: Graph of benefits received by the employees

Figure 8: Graph of organizational commitment

Figure 9: Graph of rewards received by the employees

Figure 10: Graph of work commitment

Figure 11: Graph of gender of the employees

 ABBREVIATIONS

CSR: Customer Sales Representative

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APPENDICES