Abstract:
This study attempts to identify the impact of grievances handling procedure on job satisfaction of
lower level managers in a selected private bank, Sri Lanka. As per the researches on banking industry, it was
found that the most of employees show higher dissatisfaction about working environments, existing workload
and tough work schedule in their banks. As a result, maintaining and retention of the best performers within the
organization has become a major challenge in the industry. This study is aimed to investigate the impact of
grievances handling procedure on job satisfaction of lower level managers in a selected private bank, Sri Lanka.
The data were collected from 105 lower level managers in the selected private bank, by administering a
structured questionnaire, which consisted of 55 questions/statements with 5 points Likert scale: The data
analysis included the univariate and bivariate analyses. The results of the research revealed that there is a
positive and significant impact of grievances handling procedure on job satisfaction of lower level managers in
the selected private bank. The findings showed that dimensions of grievances handling procedure like
timeliness, structure of the procedure, justice ensured by the procedure and participation of managers and trade
union also have a positive and significant impact on the job satisfaction of lower level managers. An indicated
by the empirical data, job satisfaction of lower level managers in the bank depends on grievances handling
procedure in the company. According to the behavior of the dependent and independent variables, dimensions
of grievances handling procedure like timeliness, structure, justice and participation enhance the job satisfaction
of the lower level managers. To conclude, it may be said that though this research is based on the study of a
particular employee category, the findings may be followed to improve the effectiveness of the procedure across
organizations.
