IMPACT OF CONFLICT MANAGEMENT APPROACHES ON ORGANIZATIONAL PERFORMANCE, EMPLOYEE SATISFACTION, AND CUSTOMER SERVICE: CONTEXT-SPECIFIC STRATEGIES FOR THE BANKING SECTOR IN MADHYA PRADESH

Author : Sumit Kumar Ghosh

Abstract :Conflict management is a key factor that determines the overall well-being of an organization, especially in service-oriented industries like banking where worker interactions, customer expectations, and managerial actions interlock every day. In Madhya Pradesh (MP) banks, if conflicts are not resolved, then most often they arise due to ambiguous job designations, competition for promotions, communication issues, and customer pressures, which affect worker contentment and compromise organizational performance. For this purpose, a survey was organized involving 250 employees of public and private banks covering both urban and rural branches. From the analysis, it can be ascertained that cooperation and mediation are the most successful ways of resolving conflict, which creates understanding among people, harmonious working, and better results for customers. However, avoidance or escalation strategies strengthen tensions and create stress, absenteeism, and lower productivity. Significantly, formal procedures and policies exist in most banks, but the effectiveness of conflict resolution relies more on attitudes of the managers and the organizational open and equitable culture. The results emphasize the fact that properly designed conflict management benefits not only the morale of employees but also the quality of service and organizational development in the long run. Notably, research sets out context-specific recommendations for MP's multifaceted banking ecosystem—public banks can enhance transparent promotion mechanisms, whereas private banks can improve informal mediation practices; rural branches might require enhanced communication training, while urban branches need improved workload management practices. By placing conflict management in the day-to-day realities of MP's banking institutions, the study contributes to organizational behaviour and human resource management literature, as well as providing practical insights for policymakers and banking leadership in creating healthier, more productive, and customer-focused organizations

Keywords :Conflict Management, Organizational Performance, Employee Satisfaction, Customer Service, Banking Sector, Madhya Pradesh.

Conference Name :International Conference on Management, Accounting, Banking, Economics and Business Research (ICMABEBR-25)

Conference Place Mysore,India

Conference Date 8th Nov 2025