ORGANIZATIONAL GRIEVANCE HANDLING PROCEDURES AND CONTEXTUAL PERFORMANCE OF EMPLOYEES OF NIGERIAN MONEY DEPOSIT BANKS

The study sought to examine the impact of organisational grievance handling procedures on employees' contextual performance in money deposit banks. The target population of 250 employees of eight (8) money deposit bank branches spread across Nigeria was used and a sample size of 245 bank staff was derived through stratified random sampling. A cross-sectional research survey method was adopted and data collected by means of Likert scale was analyzed using descriptive statistics involving the mean, standard deviation, multiple regressions and inferential statistics. Dimensions (except stages) of organizational grievance handling procedures were found to significantly and positively impact on employees contextual performance. While it could be averred that grievance handling may not address all employees' workplace-related issues, a pragmatic approach to managing employees' discontentment will create platform for employees to seek grievance-redress in a harmonious working setting. We further posit that banks should act promptly to establish effective and efficient grievance handling mechanisms, revolved around organization justice; pursuing deliberate policies to abridge the length of time for grievance resolution, and putting policies in place effective organizational structure that encourages their employees to air their grievances.