{"id":3843,"date":"2025-12-25T12:53:19","date_gmt":"2025-12-25T12:53:19","guid":{"rendered":"https:\/\/birpub.org\/ijmfs\/?post_type=journal_article&#038;p=3843"},"modified":"2025-12-25T12:53:20","modified_gmt":"2025-12-25T12:53:20","slug":"grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state","status":"publish","type":"journal_article","link":"https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/","title":{"rendered":"Grievance Redress Mechanisms (GRMS) and Waste Reduction of Deposit Money Banks (DMBS) in Enugu State"},"content":{"rendered":"\n<p><strong>Lukas Sunday PhD<sup>1<\/sup>, Nnadi Chikezie Sunday Onoh PhD<sup> 2<\/sup>\u00a0 &amp;\u00a0 Onyeka-Ude Virginia PhD<sup> 3<\/sup><\/strong><\/p>\n\n\n\n<p><strong>Abstract<\/strong>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><em>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 &lt; 0.05). Furthermore, effective complaint handling is positively associated with customer satisfaction (Z = 12.070, P &lt; 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.<\/em><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong><\/strong><strong><em>Keywords: <\/em><\/strong><em>Customer service hotlines, Grievance Redress Mechanisms (GRMs), Operational cost, Waste reduction.<\/em><\/p>\n\n\n\n<div data-wp-interactive=\"core\/file\" class=\"wp-block-file\"><object data-wp-bind--hidden=\"!state.hasPdfPreview\" hidden class=\"wp-block-file__embed\" data=\"https:\/\/birpub.org\/ijmfs\/wp-content\/uploads\/sites\/5\/2025\/12\/IJMFS_4278-91.pdf\" type=\"application\/pdf\" style=\"width:100%;height:600px\" aria-label=\"Embed of IJMFS_42,78-91.\"><\/object><a id=\"wp-block-file--media-2f8e8c27-2dd7-4549-8d15-27b056500643\" href=\"https:\/\/birpub.org\/ijmfs\/wp-content\/uploads\/sites\/5\/2025\/12\/IJMFS_4278-91.pdf\">IJMFS_42,78-91<\/a><a href=\"https:\/\/birpub.org\/ijmfs\/wp-content\/uploads\/sites\/5\/2025\/12\/IJMFS_4278-91.pdf\" class=\"wp-block-file__button wp-element-button\" download aria-describedby=\"wp-block-file--media-2f8e8c27-2dd7-4549-8d15-27b056500643\">Download<\/a><\/div>\n","protected":false},"author":1,"template":"","journal_article_cats":[222],"class_list":["post-3843","journal_article","type-journal_article","status-publish","hentry","journal_article_cat-vol-4-no-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.1 (Yoast SEO v26.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Grievance Redress Mechanisms (GRMS) and Waste Reduction of Deposit Money Banks (DMBS) in Enugu State - International Journal of Management Foresight and Strategy (IJMFS)<\/title>\n<meta name=\"description\" content=\"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 &lt; 0.05). Furthermore, effective complaint handling is positively associated with customer satisfaction (Z = 12.070, P &lt; 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\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Grievance Redress Mechanisms (GRMS) and Waste Reduction of Deposit Money Banks (DMBS) in Enugu State\" \/>\n<meta property=\"og:description\" content=\"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 &lt; 0.05). Furthermore, effective complaint handling is positively associated with customer satisfaction (Z = 12.070, P &lt; 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\" \/>\n<meta property=\"og:url\" content=\"https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/\" \/>\n<meta property=\"og:site_name\" content=\"International Journal of Management Foresight and Strategy (IJMFS)\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-25T12:53:20+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/birpub.org\/ijmfs\/wp-content\/uploads\/sites\/5\/2025\/11\/IJMFS-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1810\" \/>\n\t<meta property=\"og:image:height\" content=\"2560\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/\",\"url\":\"https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/\",\"name\":\"Grievance Redress Mechanisms (GRMS) and Waste Reduction of Deposit Money Banks (DMBS) in Enugu State - International Journal of Management Foresight and Strategy (IJMFS)\",\"isPartOf\":{\"@id\":\"https:\/\/birpub.org\/ijmfs\/#website\"},\"datePublished\":\"2025-12-25T12:53:19+00:00\",\"dateModified\":\"2025-12-25T12:53:20+00:00\",\"description\":\"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 &lt; 0.05). Furthermore, effective complaint handling is positively associated with customer satisfaction (Z = 12.070, P &lt; 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\",\"breadcrumb\":{\"@id\":\"https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/birpub.org\/ijmfs\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Grievance Redress Mechanisms (GRMS) and Waste Reduction of Deposit Money Banks (DMBS) in Enugu State\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/birpub.org\/ijmfs\/#website\",\"url\":\"https:\/\/birpub.org\/ijmfs\/\",\"name\":\"International Journal of Management Foresight and Strategy (IJMFS)\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/birpub.org\/ijmfs\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/birpub.org\/ijmfs\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/birpub.org\/ijmfs\/#organization\",\"name\":\"International Journal of Management Foresight and Strategy (IJMFS)\",\"url\":\"https:\/\/birpub.org\/ijmfs\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/birpub.org\/ijmfs\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/birpub.org\/ijmfs\/wp-content\/uploads\/sites\/5\/2025\/11\/IJMFS-scaled.jpg\",\"contentUrl\":\"https:\/\/birpub.org\/ijmfs\/wp-content\/uploads\/sites\/5\/2025\/11\/IJMFS-scaled.jpg\",\"width\":1810,\"height\":2560,\"caption\":\"International Journal of Management Foresight and Strategy (IJMFS)\"},\"image\":{\"@id\":\"https:\/\/birpub.org\/ijmfs\/#\/schema\/logo\/image\/\"}}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Grievance Redress Mechanisms (GRMS) and Waste Reduction of Deposit Money Banks (DMBS) in Enugu State - International Journal of Management Foresight and Strategy (IJMFS)","description":"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 &lt; 0.05). Furthermore, effective complaint handling is positively associated with customer satisfaction (Z = 12.070, P &lt; 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","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/","og_locale":"en_US","og_type":"article","og_title":"Grievance Redress Mechanisms (GRMS) and Waste Reduction of Deposit Money Banks (DMBS) in Enugu State","og_description":"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 &lt; 0.05). Furthermore, effective complaint handling is positively associated with customer satisfaction (Z = 12.070, P &lt; 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","og_url":"https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/","og_site_name":"International Journal of Management Foresight and Strategy (IJMFS)","article_modified_time":"2025-12-25T12:53:20+00:00","og_image":[{"width":1810,"height":2560,"url":"https:\/\/birpub.org\/ijmfs\/wp-content\/uploads\/sites\/5\/2025\/11\/IJMFS-scaled.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/","url":"https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/","name":"Grievance Redress Mechanisms (GRMS) and Waste Reduction of Deposit Money Banks (DMBS) in Enugu State - International Journal of Management Foresight and Strategy (IJMFS)","isPartOf":{"@id":"https:\/\/birpub.org\/ijmfs\/#website"},"datePublished":"2025-12-25T12:53:19+00:00","dateModified":"2025-12-25T12:53:20+00:00","description":"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 &lt; 0.05). Furthermore, effective complaint handling is positively associated with customer satisfaction (Z = 12.070, P &lt; 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","breadcrumb":{"@id":"https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/birpub.org\/ijmfs\/journal_article\/grievance-redress-mechanisms-grms-and-waste-reduction-of-deposit-money-banks-dmbs-in-enugu-state\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/birpub.org\/ijmfs\/"},{"@type":"ListItem","position":2,"name":"Grievance Redress Mechanisms (GRMS) and Waste Reduction of Deposit Money Banks (DMBS) in Enugu State"}]},{"@type":"WebSite","@id":"https:\/\/birpub.org\/ijmfs\/#website","url":"https:\/\/birpub.org\/ijmfs\/","name":"International Journal of Management Foresight and Strategy (IJMFS)","description":"","publisher":{"@id":"https:\/\/birpub.org\/ijmfs\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/birpub.org\/ijmfs\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/birpub.org\/ijmfs\/#organization","name":"International Journal of Management Foresight and Strategy (IJMFS)","url":"https:\/\/birpub.org\/ijmfs\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/birpub.org\/ijmfs\/#\/schema\/logo\/image\/","url":"https:\/\/birpub.org\/ijmfs\/wp-content\/uploads\/sites\/5\/2025\/11\/IJMFS-scaled.jpg","contentUrl":"https:\/\/birpub.org\/ijmfs\/wp-content\/uploads\/sites\/5\/2025\/11\/IJMFS-scaled.jpg","width":1810,"height":2560,"caption":"International Journal of Management Foresight and Strategy (IJMFS)"},"image":{"@id":"https:\/\/birpub.org\/ijmfs\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/birpub.org\/ijmfs\/wp-json\/wp\/v2\/journal_article\/3843","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/birpub.org\/ijmfs\/wp-json\/wp\/v2\/journal_article"}],"about":[{"href":"https:\/\/birpub.org\/ijmfs\/wp-json\/wp\/v2\/types\/journal_article"}],"author":[{"embeddable":true,"href":"https:\/\/birpub.org\/ijmfs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/birpub.org\/ijmfs\/wp-json\/wp\/v2\/media?parent=3843"}],"wp:term":[{"taxonomy":"journal_article_cat","embeddable":true,"href":"https:\/\/birpub.org\/ijmfs\/wp-json\/wp\/v2\/journal_article_cats?post=3843"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}