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Proceedings of the 9 Symposium on Applied Science, Business & Industrial Research – 2017
ISSN 2279-1558, ISBN 978-955-7442-09-9

Grievance and Employee Satisfaction in State Sector: A Case Study

Dilhara RPT, Deegahawature MMDR
Department of Industrial Management, Wayamba University of Sri Lanka
tilanidilhara@gmail.com
ABSTRACT

Grievance handling is very important in the terms of goodwill of any
organization. If it is not properly done, workers would suffer many problems which are
job related and not. This research is carried out as identifying causes of grievances with
the objective of improving job satisfaction in state sector. For this study, factors affected
the grievances in both sides, organizational and individuals were investigated. The
structure of the organization was used to data analysis. Primary data collection methods
were used and information was gathered using a questionnaire. It was found that there
was no proper grievance system in the office. And also there were more troubles with
providing services and some mistakes in documentary. Employees are in situations with
very stress and they done documentary works with errors. So those things effected to the
delay of the whole process. This study investigated that there is a need of a better
grievance handling basically. So the suggestions for a plan of proper grievance system
are given through this research. Feasible suggestions are given according to the analysis.
So these suggestions can be implemented step by step to improve good environment for
the employees. Then the productivity of the organization will be improved. The goodwill
of the organization will increase automatically.

KEYWORDS: Grievances, Grievance handling, Job satisfaction, Productivity,

1 INTRODUCTION like waiting queues and service with
mistakes.
Most of state jobs are in service
sector and they are working under low 2 LITERATURE
salary rates and lack of some resources like
new technology. A recent definition of grievance handling
procedure is from Mubezi (2013) who have
Other than many employees are worked noted that grievance is a situation faced by
under large pressure due to workloads, the employee to express their
personal matters and other organizational dissatisfaction. So the administrative
related substances. Because of that case officers made some actions or decisions on
members in government sector work pool behalf of the organization by claiming that
are with many criticisms due to not using the employees suffer from some matters.
proper grievance handling system.
According to Monappa (1985) identify
According to their grievance there are the grievance procedure is important to
two types of reasons to create those express the dissatisfaction of the employee
situations like Individual and and also he explains the decline output,
Organizational. Owing to these types of transfer, number of disciplinary cases
causes grievance will be created and job provide the signals to handle grievances.
satisfaction will be in down level. Then the According to Hadman (2004), grievance
productivity will also decrease by not handling is a key component in
handling better and proper grievance organizational management.
handling system in state sector. People who
come to receive services from these Good relationship between workers and
employees have to face more difficulties the management is an indication of a good
industrial harmony. Grievance system is

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