EFFECT OF EMPLOYEE GRIEVANCE MANAGEMENT ON THE PERFORMANCE OF NIGERIAN BOTTLING COMPANY (NBC) IN ABUJA.

Abstract

In contemporary organizational practice, effective employee grievance management rooted in timeliness, fairness, communication, and confidentiality strengthens trust in management, thereby boosting engagement, reducing turnover, and enhancing productivity. The main objective was to assess the impact of employee grievance management on the performance of the Nigerian Bottling Company (NBC), Abuja. A survey research design was employed, targeting a population of 686 employees across key departments at NBC Abuja. Using Taro Yamane’s (1967) formula and incorporating a 20% contingency margin, a sample size of 304 was determined, though 258 valid responses were ultimately analysed. Stratified random sampling ensured representation across departments. Primary data were collected via a structured 5-point Likert scale questionnaire, and reliability was confirmed using Cronbach’s alpha (all constructs > 0.70). Data were analysed using descriptive statistics and multiple regression in SPSS Version 27. Findings revealed that all four grievance dimensions significantly and positively influenced organizational performance (p < 0.05), with confidentiality exerting the strongest effect (β = 0.730), followed by timeliness (β = 0.373), fairness (β = 0.328), and communication (β = 0.274). The study concluded that effective grievance management is critical to enhancing productivity, morale, and operational efficiency at NBC Abuja. It is recommended that NBC institutionalize prompt grievance resolution, ensure procedural fairness, improve communication transparency, and reinforce strict confidentiality protocols to build trust and sustain high performance.