International Journal of Business and Finance Management Research
ISSN: 2053-1842
Vol. 5(3), pp. 33-41, April 2017

Employee complaint management systems in the Nigerian Oil and Gas Industry: A comparison with the Commonwealth Ombudsman Standard

Agu Godswill Agu1*, Benson-Eluwa V1 and Nto, Philip Chioma2

1Department of Marketing, Abia State University, Uturu, Nigeria.
2Department of Marketing, Micheal Okpara University of Agriculture, Nigeria.

*To whom correspondence should be addressed. E-mail:

Received 11 January, 2017; Received in revised form 13 March, 2017; Accepted 21 March, 2017.


Employee complaint Management systems, Petroleum industry, Commonwealth Ombudsman Standard.

This study assessed oil and gas employees’ views of the employee complaint management systems in their firms vis-a-vis the Commonwealth Ombudsman Standard. Three oil and gas servicing firms in Lagos State were used for the study. Respondents were randomly selected to provide answers to the structured questionnaire. A sample size of 236 was adopted for the study while stated hypotheses were tested using paired samples t-test of difference. Also, variables in each element hypothesized were measured using the ordinal multiple regression analysis to ascertain contribution of each variable to the tested element. The study revealed that employees’ rating of the complaint handling systems in their firms in terms of culture, principles, process, people and analysis were significantly lower when compared with international standards. It was recommended among others that oil and gas firms should adopt the new proposed model in evaluating their efforts in employee complaint handling and that complaint lodging and resolution systems should be transparent, fair and devoid of victimization as this will enhance productivity and overall organizational performance.

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