Perceived Effectiveness of Employee Grievance Handling Practices in the Banking Sector in Kenya

Abstract

In a work place; complaints, concerns and issues arise from time to time and it is important that organizations have in a place an effective grievance handling mechanism to help address such issues as may be raised by the employees. This paper examined the perceived effectiveness of grievance handling practices in the banking sector in Kenya where 270 questionnaires were administered to employees in 9 commercial banks (3 banks per tier) to generate the primary data. The employees were expected to indicate the degree to which they felt that the grievance practices were effective. Descriptive analysis technique using frequency tables, percentages, means and standard deviation were used to analyze the data. While it was noted amongst others that union representation is adequate and very effective, it is important that a research should be carried out to find out and address reasons why Kenyan banking sector employees feel that some aspects of grievance handling practices are not effective in addressing grievances.