Title :	Employee empowerment and customer satisfaction: evidence from Nepalese commercial banks
Material Type:	printed text
Authors:	Samir Bhochhibhoya, Author
Publication Date:	2013
Pagination:	80p.
Size:	GRP/Thesis
Accompanying material:	1/B
General note:	Including bibliography
Languages :	English
Descriptors:	Customer satisfaction Banks Commercial banks Employee empowerment Empowerment Motivation
Keywords:	employee empowerment  skilled employee  motivation  banks  customer satisfaction  personnel management  Nepal'
Class number:	658.4012
Abstract:	Empowering employees is a top-down transform that must begin with management. It involves the handing over of authority from management to employees, on hierarchical forms of work organization and sharing of information between and within different levels of the organization. Furthermore, empowerment also implies the freedom and ability to make decisions and commitment, not just to recommend them or to be part of making them. The importance of customer satisfaction and service quality arises because both are seen as indicators of and antecedents to customer loyalty, customer retention and ultimately improved organizational performance. While the relationship between customer satisfaction and its outcomes has been widely researched in services there is rather less research addressing the impact of providing the frontline employees with the right capabilities and attributes. Nevertheless it is commonly argued that the extent to which employees are satisfied would improve their relationships with their customer and in turn influence their customer’s satisfaction and loyalty to the service provided and the service organizations. The specific objectives of the study are: (a) to identify the level of employee empowerment in Nepalese commercial banks, (b) to examine the impact of employee empowerment on innovative service in Nepalese commercial banks, (c) to assess the effect of employee empowerment on the quick problem solving in Nepalese commercial banks, (d) to analyze the impact of the employee empowerment on quality service in Nepalese commercial banks, (e) to examine the impact of the employee empowerment on efficiency and effectiveness in Nepalese commercial banks, (f) to identify the impact of service dimensions on customer in Nepalese commercial banks. The study results revealed that out of total respondents, most of the respondents agree that they hold more responsibility in their jobs and relatively neutral of whether workload reduces the service quality can provide to customers. Respondents do not agree that in Nepalese banking industry even there is good practice of employee empowerment, employees cannot create innovative change as required. In the process of problem solving, employees get sufficient information which can lead them to perform quick service too. Because of this banking service was done without any delay. Mostly the respondents’ perception about customers’ satisfaction was relatively high except for the considering the concept of customer satisfaction was most important to the bank. Most of the respondents assume that if there is empowerment practice in the banks all results may happen except of innovative service. With the mean analysis of innovative service, showed that empowerment has low effect towards innovative service. Empowerment has negative relationship between innovative services. Quick problem solving, quality service and efficiency & effectiveness have positive relationship between empowerment. And empowerment has significant relationship between all variables of service dimension. Similarly, customer satisfaction is also affected by employee empowerment as well there is also relationship between employee empowerment and customer satisfaction with high level of significance. The correlation analysis showed that employee empowerment has positive correlation between all variables. Further the study results explained that there is significant relationship between innovative service, quick problem solving, quality service and efficiency and effectiveness with customer satisfaction. In sum up, the major findings of this study can add value to the existing literature. It may help decision makers at bank to examine the empowerment implementation process. This may also help management of commercial bank in creating appropriate strategies for attaining human resource management goals in context of Nepal. However, further studies should be carried at the higher level with larger sample size than this study; more empowerment factors must be added in the study and should be expanded to all types of financial institution throughout the country. While rules and regulations are important controlling tools for organizations, managers are encouraged to examine their rigidity and find out about the possibility of making these rules more flexible to encourage staff initiative and creativity and to allow for more staff self-control rather than organizational control.

Employee empowerment and customer satisfaction: evidence from Nepalese commercial banks [printed text] / Samir Bhochhibhoya, Author . - 2013 . - 80p. ; GRP/Thesis + 1/B.
Including bibliography
Languages : English

Descriptors:	Customer satisfaction Banks Commercial banks Employee empowerment Empowerment Motivation
Keywords:	employee empowerment  skilled employee  motivation  banks  customer satisfaction  personnel management  Nepal'
Class number:	658.4012
Abstract:	Empowering employees is a top-down transform that must begin with management. It involves the handing over of authority from management to employees, on hierarchical forms of work organization and sharing of information between and within different levels of the organization. Furthermore, empowerment also implies the freedom and ability to make decisions and commitment, not just to recommend them or to be part of making them. The importance of customer satisfaction and service quality arises because both are seen as indicators of and antecedents to customer loyalty, customer retention and ultimately improved organizational performance. While the relationship between customer satisfaction and its outcomes has been widely researched in services there is rather less research addressing the impact of providing the frontline employees with the right capabilities and attributes. Nevertheless it is commonly argued that the extent to which employees are satisfied would improve their relationships with their customer and in turn influence their customer’s satisfaction and loyalty to the service provided and the service organizations. The specific objectives of the study are: (a) to identify the level of employee empowerment in Nepalese commercial banks, (b) to examine the impact of employee empowerment on innovative service in Nepalese commercial banks, (c) to assess the effect of employee empowerment on the quick problem solving in Nepalese commercial banks, (d) to analyze the impact of the employee empowerment on quality service in Nepalese commercial banks, (e) to examine the impact of the employee empowerment on efficiency and effectiveness in Nepalese commercial banks, (f) to identify the impact of service dimensions on customer in Nepalese commercial banks. The study results revealed that out of total respondents, most of the respondents agree that they hold more responsibility in their jobs and relatively neutral of whether workload reduces the service quality can provide to customers. Respondents do not agree that in Nepalese banking industry even there is good practice of employee empowerment, employees cannot create innovative change as required. In the process of problem solving, employees get sufficient information which can lead them to perform quick service too. Because of this banking service was done without any delay. Mostly the respondents’ perception about customers’ satisfaction was relatively high except for the considering the concept of customer satisfaction was most important to the bank. Most of the respondents assume that if there is empowerment practice in the banks all results may happen except of innovative service. With the mean analysis of innovative service, showed that empowerment has low effect towards innovative service. Empowerment has negative relationship between innovative services. Quick problem solving, quality service and efficiency & effectiveness have positive relationship between empowerment. And empowerment has significant relationship between all variables of service dimension. Similarly, customer satisfaction is also affected by employee empowerment as well there is also relationship between employee empowerment and customer satisfaction with high level of significance. The correlation analysis showed that employee empowerment has positive correlation between all variables. Further the study results explained that there is significant relationship between innovative service, quick problem solving, quality service and efficiency and effectiveness with customer satisfaction. In sum up, the major findings of this study can add value to the existing literature. It may help decision makers at bank to examine the empowerment implementation process. This may also help management of commercial bank in creating appropriate strategies for attaining human resource management goals in context of Nepal. However, further studies should be carried at the higher level with larger sample size than this study; more empowerment factors must be added in the study and should be expanded to all types of financial institution throughout the country. While rules and regulations are important controlling tools for organizations, managers are encouraged to examine their rigidity and find out about the possibility of making these rules more flexible to encourage staff initiative and creativity and to allow for more staff self-control rather than organizational control.