Vathsala M Akuratiyagamage ¹, H. H. D. N. P. Opatha ²

Affiliations
1 Department of Management of Technology, University of Moratuwa, LK
2 Department of Human Resource Management, University of Sri Jayawardenapura, LK

Abstract

By considering branch managers of commercial banks as middle managers, the paper explores grievances suffered by commercial bank branch managers in the Colombo district, Sri Lanka, in fulfilling their organisational roles. Although the main emphasis was given to the identification of causes of grievances, other related factors such as grievance handling procedures banks resort to and branch managers' contentment regarding the current practices of grievance handling by the banks were also investigated. By drawing upon research evidence from 100 branch managers from five commercial banks (two solely state sector owned and three local private sector owned) in Colombo district, we identified five major causes and 21 causes of grievance. In the analysis, we found that the major cause "job itself" created the highest degree of grievances out of the five major causes. Further, two causes - number of duties and number of targets that were comprised in the major cause "Job itself" were highlighted as giving the highest degree of grievance to all respondents irrespective of sector and gender. The paper discusses the research and practical implications of the study.

Keywords

Grievance, Commercial Bank Managers, Grievance Handling

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