Call Us 080-41656200 (Mon-Sat: 10AM-8PM)
Free Shipping above Rs. 1499
Cash On Delivery*

Employee Empowerment And Its Impact On The Service Quality


Marketed By :  VDM Verlag Dr. Müller   Sold By :  Kamal Books International  
Delivery in :  10-12 Business Days


Check Your Delivery Options

Rs. 3,651

Availability: In stock

  • Product Description

Employee empowerment has become an indispensable managerial strategy through which organizations can achieve a long lasting competitive edge. Keeping in view the significance of empowerment and that it has an impact on employee perception towards service quality and customer perceived service quality, this research was designed. The sector chosen for study what the banking sector of Pakistan. The research was based on a sample size of 400 out of 200 Which respondents were frontline employees working in different banks of Lahore and Pakistan specifically and the remaining 200 questionnaires were filled by customers getting the services from those frontline employees. Statistical measures like correlation and regression were used to analyze the data. The research showed that employee empowerment positively affects the service quality. The findings revealed that employee empowerment had a strong impact on the employee''s perception about service quality and a weak effect over the customer perceived service quality. The research provided evidence that organizations can use employee empowerment as a valuable tool for improving service quality.

Product Specifications
SKU :COC70502
AuthorFarheen Zaidi and Sidrah Anwar
Number of Pages116
Publishing Year2011-08-03T00:00:00.000
Edition1 st
Book TypeBusiness & management
Country of ManufactureIndia
Product BrandVDM Verlag Dr. Müller
Product Packaging InfoBox
In The Box1 Piece
Product First Available On ClickOnCare.com2015-07-08 00:00:00