Abstract:
This research study focuses on "Grievances of local Commercial Bank Branch
Managers: An Empirical study of Local Commercial Bank Branch Managers'
perceptions in Colombo District". Although emphasis is given to the identification of
causes and major causes grievances, other related factors such as grievance settlement
procedures they resort to and their contentment regarding the current practice of
grievance settlement procedures in their banks and reasons for them to adhere to or
leave a bank are also investigated. The differences in the causes of grievances and the
degree to which groups such as state/private branch managers, Male/female branch
managers, age groups and individual commercial banks suffer from grievances are
attempted to determine as specific objectives. Most suffered major cause found from
the data analysis is further probed.
The survey was conducted on a sample of 100 Branch Managers of five selected
Local Commercial Banks in Colombo district, using the self-administrated
questionnaire method and unstructured interview method.
Study data were analysed using quantitative and qualitative techniques and findings
were summarized and conclusions were arrived at.
The research study reveals that branch managers in all five commercial banks suffer
from grievances in different degrees created by the identified causes. In the analysis
it was found that the major cause "Job Itself gives the highest suffering to all
respondents irrespective of the gender, sector or bank. The major cause "Personnel
Management Decisions" was ranked as the cause which second creating grievances
but the causes within it give different degrees of suffering to different groups. Further
the study differentiates results between state sector and private sector male and
female, different age groups, and between individual banks.
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