DECLARATION
I hereby inform that this project report is a result of my own work in the
fulfillment of academics requirement. This report is the sole property of the Seth
Padam Chand Jain Institute of Commerce Business Management &
Economics, Agra & it is prohibited to be used, copied or edited by any person,
written or by any mean. For doing so proper permission from authority should be
taken.
PRASHANT SRIVASTAVA
M.B.A. (BANKING AND INVESTMENT) - IV SEM.
Roll No.- 17
Batch: 2008-10
SETH PADAM CHAND JAIN INSTITUTE OF COMMERCE BUSINESS
MANAGEMENT & ECONOMICS, AGRA
Distribution of respondents based on age
S.I.
Age
No.
26-
Frequen
Percenta
cy
ge
25.7
26
74.3
30
2
31 &
Abov
e
Total
35
100
Inference:
From the above table it is inferred that 25.7% of respondents are between the age group 26-30
and 74.3% are between the age group 31 & above.
Distribution of respondents based on age
Distribution of respondents based on age
26-30; 26%
31 & above; 74%
Distribution of respondents based on qualification
SI. No.
Qualificatio
Frequency
Percentage
14.
10
29.0
20
57.0
n
1
Higher
Secondary
Under
Graduate
Post
Graduate
Total
35
100
Inference:
From the above table it is inferred that 14% of respondents are qualified up to higher secondary,
29% of respondents are under graduate and 57% are post graduate.
Distribution of respondents based on qualification
qualification
Higher Secondary; 14%
Post Graduate; 57%
Under Graduate; 29%
Distribution of respondents towards awareness of committees
Sl.No
Awareness of Frequency Percentage
committees
Yes
Total
35
100.0
35
100
Inference:
From the above table it is inferred that 100% of respondents are aware of the various committees
that are framed for redressing their grievance.
Distribution of respondents towards awareness of committees
various committee
120
100
80
60
P e rce n t
40
20
0
yes
various committee
Distribution of respondents towards real basis of identification of their grievance
Sl.No.
Total
Real basis Frequency
strongly
agree
Agree
35
Percentage
20
57.1
15
42.9
100
Inference:
From the above table it is inferred that 57.1% of respondents strongly agree that real basis is identified
and 42.9% of respondents agree that real basis is identified.
Distribution of respondents towards real basis of identification of their grievance
real absis identified
strongly agree
agree
43%
57%
Distribution of respondents regarding to the complaints to the higher authority
SI No.
Complaint
to higher
authority
No. of
respondents
Percentage
Listen
patiently
35
100
Total
35
100
Inference:
From the above table it is inferred that 100% of respondents are satisfied that his grievance listen
patiently by the higher authority.
Distribution of respondents regarding to the complaints to the higher authority
listen patiently
%
100%
Distribution of respondents regarding Temporary relief
Sl. No
Temporary
relief
No. of
respondent
s
Yes
19
54.3
No
16
45.7
35
100
Total
Percentag
e
Inference:
From the above table it is inferred that 54.3% of respondents state that they are being provided
with temporary relief and 45.7% stating they are not being provided relief.
Distribution of respondents regarding Temporary relief
temporary relief
60
50
40
30
Pe rcen t
20
10
0
yes
no
temporary relief
Distribution of respondents towards mechanism followed resolves grievance or not
SI No.
Mechanis
m Resolve
grievance
or not
No. of
respondents
percentage
Yes
35
100
Total
35
100
Inference:
From the above table it is inferred that 100% of respondents agree that mechanism resolves grievance
Distribution of respondents towards mechanism followed resolves grievance or not
mechanism resolves grievance
1; 100%
Distribution of respondents regarding whom they redress for grievance
to whom to redress
head office
regional office
union member
Distribution of respondents towards the maintaining the record of grievance
10
Sl.No.
Maintain
No. of
the record respondent
of
grievance
Percentage
Yes
No
Total
18
51.43
17
48.57
35
100
Inference:
From the above table it is inferred that 51.43% of respondents say that maintaining the record of
grievance and 48.57% of respondents say that not maintained the record of grievance.
Distribution of respondents towards the maintaining the record of grievance
maintain the record of grievance
yes
49%
no
51%
11
Distribution of
in case of his
redressed go to court
Sl.No.
Go to court
Yes
Total
No
35
No. of
respondent
Percentage
26
74.29
25.71
respondents towards
grievance not
or not
100
Inference:
From the above table it is inferred that 74.29% of respondents say that in case of his complaint is
not redressed go to court and 25.71% of respondents say not go to court.
12
go to court
yes
no
26%
74%
13
FINDINGS OF THE STUDY
1. 74.3% of the employees are the age group 31 & above.
2. 57% of employees are qualified up to post graduate.
3. 100% of employees are aware of the various committees that are framed for
redressing their grievance.
4. 57.1% employees are satisfied of real basis of identification of their
grievance.
5. 100% employees supported the process of grievance to the higher authority.
6. 54.3% of respondents state that they are being provided with temporary
relief until final decision is taken.
7. 100% of respondents are aware of the various committees that are framed
for redressing their grievance.
8. 100% resolve process of grievance is in the bank.
14
9. 100% employees redress to various authorities.
10.51.43% employees maintain the record of grievance.
11.74.2%respondents towards in case of his grievance not redressed go to court.
15
SUGGESTIONS AND RECOMMENDATIONS
1. Job descriptions, responsibilities should be as clear as possible. Everyone
should be informed of companys goals and expectation including what is
expected from each individual.
2. Informal counseling helps to address and manage grievances in the
workplace.
3. Conflict management in the organization will be helpful to reduce the
number of grievance rates.
4. Open door policy can be used. The barriers that exist between the various
categories are to some extent broken by personal contact and mutual
understanding.
5. Suggestion boxes can be installed. This brings the problem or conflict of
interest to light.
6. Accident rates, Requests for transfers, Resignations, and disciplinary cases
should be analyzed since they reveal the general patterns that are not
apparent.
16
7. Temporary relief can be provided so that the delay does not increase his
frustration and anxiety and thereby not affecting his / her morale and
productivity.
17
CONCLUSION
The study reveals that the Grievance handling mechanism is
satisfactory. The organization is recognizing the importance of
satisfying
the
employees
and
retaining
them.
Further
improvements can be made so that all members are highly
satisfied
with
the
procedure.
The
suggestions
and
recommendations when implemented will still more benefit the
organization.
18
19
QUESTIONNAIRE
A study of Grievance Handling Procedure in Banks with Special
Reference to Syndicate Bank, Agra
1. Name:
2. Gender:
i.Male
ii.Female
3. Age:
i.19-25
iii.31 and above[
ii.26-30
20
4. Educational qualification:
i.Higher secondary[
ii.Diploma
iii.Under graduate [
iv.Post graduate
5. What are the various causes of grievances
(i)Working condition
(ii)Partial treatment in placement, transfer, training, promotion [
(iii)Non adherence of various labor laws such as:
-Industrial dispute act [
-Bonus act [
-Maternity benefit act[
-Gratuity Act [
-Provident fund and misc. provision act [
-Various bipartite settlements [
6. Are you aware of the various committees that redress the grievance?
i.Yes [
ii.No [
7. If yes for above question kindly list out the various committees available.
8. Are you aware of the weekly/monthly meetings of the various committees which
21
are being held?
i.Yes [
ii.No [
9. In case the grievance has to be immediately redressed to whom do you communicate?
10. Is the real basis of your problem identified?
iStrongly agree [
ii.Agree
iii.Disagree
iv.Strongly disagree[
]
]
11. Does your higher authority listen when your grievance is presented?
i.Listens patiently
iii.Does not listen at all[
ii.Shouts at you[
12. Is importance given to what is right rather than who is right?
i.Yes[
ii.No[
13. Are you constantly informed on what is being done about your grievance?
i.Very often being informed[
iii.Does not inform at all
ii.Seldom being informed
14. Is an atmosphere of cordiality and co-operation facilitated through mutual discussion and
conference?
i.Yes[
ii.No[
15. Is there a positive and friendly approach during grievance handling?
22
i.Yes[
ii.No[
16. Is there regular follow up to ensure that the right decision has ended up in satisfaction?
i.Yes[
ii.No[
17. Is there any temporary relief provided until proper decision is made so that it does not raise any
adverse effects within the organization?
i.Yes[
ii.No[
18. Do the various committee members actively engage in resolving your problem?
i.Yes[
ii.No[
19. If the decision is not satisfactory are you given opportunity to take it to higher officials?
i.Yes[
ii.No[
20. Are the matters relevant to the grievance kept confidential?
i.Highly confidential[
ii.Not kept confidential[
21. Are proper records maintained on each grievance?
i.Yes[
ii.No[
22. If the grievance is not redressed even by highest authority, do you have option to go to court:
23
i.Yes[
ii. No[
23. What are various adjudication machinery available to you for redressal of your grievance?
24
BIBLIOGRAPHY
HUMAN RESOURCE MANAGEMENT
-- C.B. GUPTA
HUMAN RESOURCE AND PERSONNEL MANAGEMENT--ASWATHAPPA
WEB SITES:
www.syndicatebank.in
www.google.com
www.scribd.com
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