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Employee empowerment and customer satisfaction: evidence from Nepalese commercial banks / Samir Bhochhibhoya
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
MotivationKeywords: 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
MotivationKeywords: 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.
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Barcode Call number Media type Location Section Status 23/D 658.4012 BHO Thesis/Dissertation Uniglobe Library Technology Available Impact of motivation on employees performance in Nepalese commercial bank / Sashi Kumari Chand
Title : Impact of motivation on employees performance in Nepalese commercial bank Material Type: printed text Authors: Sashi Kumari Chand, Author Publication Date: 2015 Pagination: 74p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibiolgraphy Languages : English Descriptors: Banks
Banks and banking
Commercial banks
Employee motivation
NepalKeywords: 'employee motivation motivation banks banking ' Class number: 658.314 Abstract: The success or failure of any business as a matter of fact depends largely on its employees; thus human resources are very essential to the organization as they are the key to prosperity, productivity and performance. How employees are perceived, treated and how they feel about themselves and ultimately their output directly or indirectly has an impact on their performance and development of the organization. Demotivated employees result is decreased performance. The aim of this study is to find out the impact of motivation on the employee performance of Nepalese commercial banks. This study is a survey-based and descriptive approach. Percentage, mean, correlation is used for data analysis. The study is based on primary sources of data. The dimensions of employee motivation are salary, promotion, working environment, career development, training, incentives and recognition. The population of this study includes employees of 18 commercial banks. In the study, the sample represents the employees of different bank such as 3 public banks, 5 joint venture banks and 10 private sector banks are represented as sample for study. The study adopted the mixed approach of research design and the case study method to provide answers to research questions formulated. A sampling technique was employed to select and sample the opinion of 150 workers of selected commercial Bank on the issue. Data obtained from the field survey was later analyzed using SPSS and MS Excel. There is a positive relation between employee performance and corporate performance since employees are able to achieve the bank's performance indicators in terms of deposits, loan recovery, profitability and also ensuring the liquidity of the banks. The study revealed that indeed there is a relationship between motivation and performance and aside the known fact that money is the key amongst the motivational factors to employees and performance appraisal is one of the important factors for the employee motivation in Nepal. The researcher recommends that management attaches more importance to issues of employee motivation to make the institution survive amongst its competitors. The factors such as salary, promotion, financial incentives, rewards, training and recognition which help to give the best at work. The results and findings indicated that human resource management should come up with an effective performance measurement system that rewards hard workers and penalizes ineffective workers. Impact of motivation on employees performance in Nepalese commercial bank [printed text] / Sashi Kumari Chand, Author . - 2015 . - 74p. ; GRP/Thesis + 3/B.
Including bibiolgraphy
Languages : English
Descriptors: Banks
Banks and banking
Commercial banks
Employee motivation
NepalKeywords: 'employee motivation motivation banks banking ' Class number: 658.314 Abstract: The success or failure of any business as a matter of fact depends largely on its employees; thus human resources are very essential to the organization as they are the key to prosperity, productivity and performance. How employees are perceived, treated and how they feel about themselves and ultimately their output directly or indirectly has an impact on their performance and development of the organization. Demotivated employees result is decreased performance. The aim of this study is to find out the impact of motivation on the employee performance of Nepalese commercial banks. This study is a survey-based and descriptive approach. Percentage, mean, correlation is used for data analysis. The study is based on primary sources of data. The dimensions of employee motivation are salary, promotion, working environment, career development, training, incentives and recognition. The population of this study includes employees of 18 commercial banks. In the study, the sample represents the employees of different bank such as 3 public banks, 5 joint venture banks and 10 private sector banks are represented as sample for study. The study adopted the mixed approach of research design and the case study method to provide answers to research questions formulated. A sampling technique was employed to select and sample the opinion of 150 workers of selected commercial Bank on the issue. Data obtained from the field survey was later analyzed using SPSS and MS Excel. There is a positive relation between employee performance and corporate performance since employees are able to achieve the bank's performance indicators in terms of deposits, loan recovery, profitability and also ensuring the liquidity of the banks. The study revealed that indeed there is a relationship between motivation and performance and aside the known fact that money is the key amongst the motivational factors to employees and performance appraisal is one of the important factors for the employee motivation in Nepal. The researcher recommends that management attaches more importance to issues of employee motivation to make the institution survive amongst its competitors. The factors such as salary, promotion, financial incentives, rewards, training and recognition which help to give the best at work. The results and findings indicated that human resource management should come up with an effective performance measurement system that rewards hard workers and penalizes ineffective workers. Hold
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Barcode Call number Media type Location Section Status 78/D 658.314 CHA Thesis/Dissertation Uniglobe Library Technology Available