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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