Grievance Redress Mechanisms (GRMS) and Waste Reduction of Deposit Money Banks (DMBS) in Enugu State

• Post by: birpo
• December 25, 2025
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Lukas Sunday PhD¹, Nnadi Chikezie Sunday Onoh PhD ²  &  Onyeka-Ude Virginia PhD ³

Abstract         

This research examined the effectiveness of Grievance Redress Mechanisms (GRMs) and how Deposit Money Banks (DMBs) in Enugu State reduce operational waste. It aimed to assess the impact of customer service hotlines on running costs and the effect of complaint handling on customer satisfaction at DMBs in Enugu State. Four banks in Enugu were selected for the study due to their large workforce and long-standing presence. The study included all 332 employees in the population, as it was relatively small. A survey was conducted, and 261 questionnaires were completed and returned. Data were analyzed using mean scores, and hypotheses were tested using the Z-test in SPSS. The results indicated that customer service hotlines are positively associated with bank operational costs (Z = 12.442, P < 0.05). Furthermore, effective complaint handling is positively associated with customer satisfaction (Z = 12.070, P < 0.05). The study concluded that both customer service hotlines and complaint management are linked to bank operational costs and customer satisfaction. One recommendation is that Deposit Money Banks should strengthen their customer service hotlines and ensure sufficient staffing to promptly resolve customer issues.

Keywords: Customer service hotlines, Grievance Redress Mechanisms (GRMs), Operational cost, Waste reduction.