Employee empowerment & customer satisfaction
Mussarrat Bashir (Roll # 9112)
Superior University LahorePage
The aim of this study is to better understanding of empowerment inthe customer service sector by the perspectives of employeesworking in different banks of pakistan.empowerment can bedescribed by giving power to frontline personnel to meet the needsof the customers. in order to gain deep analyses into quantitativemethod is used to analyze the data, for this purpose questionnaireis designed to test a sample of 100 Pakistani banking staff.Empowered employees reported higher levels of organizationaltrust, which in turn resulted in higher levels of customersatisfaction. we found that there is low level of employeeempowerment practices in Pakistan’s banking institution of Pakistan. Inside of today’s unstable public and private sectors,require management to seek out, evaluate and embrace, newplanning, organizational and operating techniques to remain ontrack in pursuit of their long-term goals. Among the proposedtheories, models and plans submitted in the past decade to themanagerial community for possible acceptance andimplementation is the concept of employee empowerment. In thisthesis, employee empowerment is defined and then 95 recentarticles related to this concept are summarized and examined foremerging trends pertinent to arguments regarding the overallsuccess of employee empowerment as a practical benefit toorganizations.