Loice Kemuma Bichang'a MSc; Gregory Simiyu Namusonge PhD
Abstract: A number of studies have reported a significant association between organizational commitment and labour turnover. For this reason, the HR managers need to put more emphasis on grievance handling procedures. However, in most Kenyan firms like National Hospital Insurance Fund (NHIF), it has been shown that employees tend to have low levels of commitment. This has been directly linked to excessive bureaucracy in processes and procedures, non-optimal utilization of resources, lack of effective communication mechanisms, and lack of reward systems and capacity building for employees. However, there is no empirical evidence to show if the factors associated with of grievance handling at NHIF Thika Branch have improved employee commitment or not, it isnt clear whether the factors have had a positive effect or not. The study therefore sought to determine the effect of grievance handling on organizational commitment among National Hospital Insurance Fund employees, Thika Branch. The objectives of the study were to establish how grievance handling procedures and causes of employee grievances affect employee commitment. The study adopted a descriptive research design. The target population for the study was 50 employees in NHIF, Thika Branch, and from which a sample of 46 respondents was drawn for the study. The researcher employed Simple random sampling technique to select the samples for the study. The study used The study used questionnaires to collect primary data from the respondents. The data collected was analyzed by the use of descriptive statistics (frequencies and percentages) and inferential statistics (Chi-square test). Chi-square test was undertaken to determine and explain the relationship between the variables. The study findings revealed that grievances at NHIF Thika branch were handled to the employees satisfaction, which enhances their commitment to the work place. The study also found that the causes of grievances most likely to affect employee commitment at NHIF Thika branch were chances of promotion, safety and healthy environment as well as job content and working conditions.
Keywords: Employee Commitment, Grievance Handling Procedures, Causes of Employee Grievances, National Hospital Insurance Fund, Thika Branch.