ICBI 2024 - Full Papers

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    The Impact of the Quality of Grievance Handling on Job Satisfaction among Middle-Level Employees in ABC (Pvt) Ltd
    (Faculty of Commerce and Management Studies University of Kelaniya., 2024-11-11) Dilakshi, G. P. P.; Devadas, U. M.
    The Sri Lankan apparel industry is deeply committed to ensure the satisfaction level of its employees. Accordingly, the main purpose of this study is to see whether there is an impact of the quality of grievance handling on job satisfaction among middle-level employees at ABC (Pvt) Ltd. According to the literature, the research on the impact of quality of grievance handling on job satisfaction among middle-level employees in the apparel sector in Sri Lanka is skeletal. This study was conducted to determine the level of quality of grievance handling, the level of job satisfaction, and the impact of quality of grievance handling on job satisfaction among middle-level employees at ABC (Pvt) Ltd. Questionnaires were distributed among 59 selected respondents to collect data. The sample was drawn from its population using a simple, probabilistic random sampling technique. The Statistical Package for Social Sciences was used to analyze descriptive statistics, regression and correlation analysis. Accordingly, the analysis identified a significant positive relationship between the quality of grievance handling and job satisfaction among middle-level employees at ABC (Pvt) Ltd. The findings showed that dimensions of quality of grievance handling, such as timeliness, structure of grievance handling, justice and collaborative participation of managers and trade unions, also have a positive and significant impact on the job satisfaction of middle-level employees. Researcher is recommended by improving of commitment of all stakeholders and by implementing simple, transparent, timely manner grievance handling structure can easily enhance the quality of grievance handling in any organization.