Employee empowerment and customer satisfaction: evidence from Nepalese commercial banks / Samir Bhochhibhoya 

Public ISBD 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.

Hold

Place a hold on this item

Copies

Barcode	Call number	Media type	Location	Section	Status
23/D	658.4012 BHO	Thesis/Dissertation	Uniglobe Library	Technology	Available

Motivational factors influencing employees' job satisfaction in Nepalese commercial banks / Rama Poudel 

Public ISBD Title : Motivational factors influencing employees' job satisfaction in Nepalese commercial banks Material Type: printed text Authors: Rama Poudel, Author Publication Date: 2014 Pagination: 97p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibilography Languages : English Descriptors: Banks Banks and banking Commercial banks Employee motivation Job satisfaction Motivation Keywords: 'motivation  employee satisfaction  job satisfaction  banks  banks and banking  commercial banks  nepal' Class number: 373.126 Abstract: The banking sectors act as backbone for the economy and development of the nation. Every organization and business wants to be successful and have desire to get constant progress. The current era is highly competitive and organizations regardless of size, technology and market focus are facing employee retention challenges. To overcome these restraints a strong and positive relationship and bonding should be created and maintained between employees and their organizations. The study aimed to find out the relationship between motivation and employee job satisfaction in Nepalese commercial banks. The other specific objectives is to determine the effects of personal characteristics on employee job satisfaction, to examine the relationship between intrinsic motivation and employee job satisfaction, to assess the relationship between extrinsic motivation and employee job satisfaction, to examine factors of motivation which affects employee commitment, retention and loyalty and to understand which motivational factors is more important to make employee more satisfied. Different methodologies are explored to develop a theoretical evaluation model for the effectiveness of employee job satisfaction outcomes. In order to achieve objectives, primary data collection was performed by providing questionnaire to 175 respondents of 18 commercial banks. The questionnaire were Yes/No, likert scale, ranking scale, multiple choice and other demographic information were used to collect primary data. The Likert Scale on the different variables on motivation and employee job satisfaction outcome were measured on 5 point liker scale and weighted mean value of each variables were used to examine the relationship between the independent and dependent variables as for the study purpose. The stratified judgmental sampling method of sampling technique is used for data collection. The study confirmed that the motivational factors are important for employee job satisfaction as a result of employee commitment, employee retention and employee loyalty. There is significant and positive relationship between employee commitment and motivational factors including challenges, cooperation, working environment, training and development. Employee retention has positive relationship with cooperation, recognition, working environment, training and development and salary and incentives. Recognition, cooperation, salary and incentives, training and development, participation have positive relationship with employee loyalty. Among intrinsic and extrinsic motivational factors, cooperation was ranked as one of the most important motivation factor for employee job satisfaction. Cooperation and salary and incentives were ranked as the most important motivator and hygiene factor to make employees’ more satisfied in their work. The major conclusion of this study revealed that training and development has high positive influence on employee commitment than other motivation factors. Similarly, salary and incentives and recognition have high influencing power on employee retention and employee loyalty in Nepalese Commercial banks. The personal characteristics of employee affect their satisfaction level in Nepalese commercial banks. In the context of Nepalese commercial banks, employees prefer intrinsic than extrinsic motivational factors. The recommendation put forward by this study is that employee should motivate through intrinsic factors of motivation than extrinsic factors that will help to increase employee job satisfaction level and which will directly affects on their performance level in Nepalese commercial banks. Therefore, for employee commitment, employee retention and employee loyalty an organization should focus on training and development programs, provide fair salary and incentives and recognize employee in their better performance. To make the results more applicable, all class of financial institutions and non financial institutions can be studied. Further, the future studies can make comparative survey on senior level and management level employees of different organization. More sophisticated statistical tools like the others motivation theories developed by the different researchers can be used to make findings more reliable and valid across different industry sectors in developing countries like Nepal. Motivational factors influencing employees' job satisfaction in Nepalese commercial banks [printed text] / Rama Poudel, Author . - 2014 . - 97p. ; GRP/Thesis + 3/B. Including bibilography Languages : English Descriptors: Banks Banks and banking Commercial banks Employee motivation Job satisfaction Motivation Keywords: 'motivation  employee satisfaction  job satisfaction  banks  banks and banking  commercial banks  nepal' Class number: 373.126 Abstract: The banking sectors act as backbone for the economy and development of the nation. Every organization and business wants to be successful and have desire to get constant progress. The current era is highly competitive and organizations regardless of size, technology and market focus are facing employee retention challenges. To overcome these restraints a strong and positive relationship and bonding should be created and maintained between employees and their organizations. The study aimed to find out the relationship between motivation and employee job satisfaction in Nepalese commercial banks. The other specific objectives is to determine the effects of personal characteristics on employee job satisfaction, to examine the relationship between intrinsic motivation and employee job satisfaction, to assess the relationship between extrinsic motivation and employee job satisfaction, to examine factors of motivation which affects employee commitment, retention and loyalty and to understand which motivational factors is more important to make employee more satisfied. Different methodologies are explored to develop a theoretical evaluation model for the effectiveness of employee job satisfaction outcomes. In order to achieve objectives, primary data collection was performed by providing questionnaire to 175 respondents of 18 commercial banks. The questionnaire were Yes/No, likert scale, ranking scale, multiple choice and other demographic information were used to collect primary data. The Likert Scale on the different variables on motivation and employee job satisfaction outcome were measured on 5 point liker scale and weighted mean value of each variables were used to examine the relationship between the independent and dependent variables as for the study purpose. The stratified judgmental sampling method of sampling technique is used for data collection. The study confirmed that the motivational factors are important for employee job satisfaction as a result of employee commitment, employee retention and employee loyalty. There is significant and positive relationship between employee commitment and motivational factors including challenges, cooperation, working environment, training and development. Employee retention has positive relationship with cooperation, recognition, working environment, training and development and salary and incentives. Recognition, cooperation, salary and incentives, training and development, participation have positive relationship with employee loyalty. Among intrinsic and extrinsic motivational factors, cooperation was ranked as one of the most important motivation factor for employee job satisfaction. Cooperation and salary and incentives were ranked as the most important motivator and hygiene factor to make employees’ more satisfied in their work. The major conclusion of this study revealed that training and development has high positive influence on employee commitment than other motivation factors. Similarly, salary and incentives and recognition have high influencing power on employee retention and employee loyalty in Nepalese Commercial banks. The personal characteristics of employee affect their satisfaction level in Nepalese commercial banks. In the context of Nepalese commercial banks, employees prefer intrinsic than extrinsic motivational factors. The recommendation put forward by this study is that employee should motivate through intrinsic factors of motivation than extrinsic factors that will help to increase employee job satisfaction level and which will directly affects on their performance level in Nepalese commercial banks. Therefore, for employee commitment, employee retention and employee loyalty an organization should focus on training and development programs, provide fair salary and incentives and recognize employee in their better performance. To make the results more applicable, all class of financial institutions and non financial institutions can be studied. Further, the future studies can make comparative survey on senior level and management level employees of different organization. More sophisticated statistical tools like the others motivation theories developed by the different researchers can be used to make findings more reliable and valid across different industry sectors in developing countries like Nepal.

Hold

Place a hold on this item

Copies

Barcode	Call number	Media type	Location	Section	Status
53/D	373.126 RAM	Thesis/Dissertation	Uniglobe Library	Social Sciences	Available

---

page 1/1