Title: Examining grievance handling procedures and employee satisfaction: a study of procedural justice in Indian organisations

Authors: Priyanka R. Naagar; Shabnam Saxena

Addresses: Haryana School of Business, Guru Jambheshwar University of Science and Technology, Hisar-125001, Haryana, India ' Haryana School of Business, Guru Jambheshwar University of Science and Technology, Hisar-125001, Haryana, India

Abstract: This study examines how grievance handling procedures, policies, reporting, and identification sources influence employee satisfaction in Indian organisations. A questionnaire was distributed to 520 employees in the manufacturing and service sectors, and 331 responses were analysed using SPSS-21 and AMOS-21. Descriptive and correlational analyses revealed interrelationships among the constructs. Multiple regression analysis, supported by bootstrapping effects, provided strong evidence of the positive impact of grievance handling procedures on employee satisfaction. Practical implications include recommendations for HRM and the manufacturing and service sectors to implement a robust grievance handling procedure based on procedural justice. This study contributes empirical evidence to the field of HRM, highlighting the substantiated impact of grievance handling on employee satisfaction.

Keywords: employee satisfaction; grievance handling procedure; GHP; open door policy; procedural justice; grievance reporting.

DOI: 10.1504/IJICBM.2025.144470

International Journal of Indian Culture and Business Management, 2025 Vol.34 No.2, pp.239 - 261

Received: 16 Jul 2023
Accepted: 25 Jul 2023
Published online: 14 Feb 2025 *

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