Investigating the factors affecting employee grievance in private commercial banks: a study on City Bank PLC

Abstract

This study examines organisational and psychological factors that influence the grievance behaviour of employees in the case of a private commercial bank in Bangladesh and focuses on City Bank PLC. Using the Two-Factor Theory by Herzberg, the Three-Component Model of Commitment by Meyer & Allen, the Organisational Citizenship Behaviour (OCB) Theory by Organ; the study measures the relationship between employee commitment, morale, performance, job satisfaction, job commitment, and (extra work) performance to formal grievances. A comprehensive survey on 327 staff members from various departments on the 5-point Likert scale was carried out and the data was analysed using correlation and multiple linear regression methods. Research findings show that job commitment, extra-work performance and employee commitment and job satisfaction can greatly predict employee grievances, which are positively correlated. This implies that highly involved and committed employees are more likely to air their grievances when organisational expectations are not met. On the other side, grievance behaviour did not display a statistically significant impact on employee morale and performance. The study emphasises the need for clear grievance process, equitable recognition, and complimentary management in high stress environments, like banking. By solving these dynamics, City Bank PLC and other institutions gain a better way of managing employee-relations and organisational trust. The research adds a modest contribution to the empirical literature on grievance behaviour in South Asia’s private banking sector while also having practical implications for human resource management.