Relationship between Employee Empowerment and Customer Satisfaction in the Melli Banks of Isfahan Province
Journal Title: Quarterly Journal of Business Studies - Year 2014, Vol 1, Issue 4
Abstract
Rapid environmental changes threat the survival of many organizations. Global economy is driven by regional economic impact and information technology, new media, free consumer culture, emerging global standards and the possibility of contributing to the costs, are the effective environmental changes of noadays (Godarzi and Gominian, 1381: 37). Thus, current orgenization for their survival, should have features like customer orientation, high flexibility and transparency. And to achieve such characteristics, they should empower their most important source and competitive tool, namely human resource (Abtahi nd Abbasi, 1386:1). Personnel Empowerment is one of the most important strategies in the customer satisfaction and customer loyalty. Customer service is the oldest and still the most recent resource for any service provider. In today's world, those organizations are successful that recognize the client is the biggest asset of any institution. Customer pays all payroll and employee benefits. Today, the preservation and strengthening customer loyalty is seen as a strategic challenge for organizations that are concerned to maintain and develop their position in the market, and providing services that could be interesting for customers are regarded essential and necessary(Hopson et al, 1381). So, the main question here is that what is the relationship between employee empowerment and bank customer orientation? In other words, if the bank's Personnel Empowerment and its components have any effect on the level, extent and the qulity of bank services provided to customers? In this context, this paper seeks to determine the relationship between employee empowerment, including training, human resources, distribution and sharing of information, motivation, delegation and teamwork development with the enhancment of customer satisfaction in the Melli Bank of Esfahan.
Authors and Affiliations
Hamid Bagheri Kashi, Ebrahim Mahmoodzadeh
Keywords
Related Articles
- EP ID EP28509
- DOI -
- Views 277
- Downloads 10
The Impact of Social Media Marketing during Mega Sports Events –an Empirical Study in the Frame of the FIFA World Cup 2014
Throughout the past decade the rapid proliferation and widespread adoption of social media for marketing purposes can be observed across all technological and digital touch points. This paper focuses on the implementat...
The Practice of Performance Measurement in Small and Medium Enterprises: Empirical Evidence from a Developed Economy Perspective
This paper examines the practice of performance measurement (PM) among Small and Medium Enterprises (SMEs) within the construction industry. The study was conducted by using a questionnaire survey with random, systemat...
Factors Affecting Libyan SMEs’ Selection of Banks as Business Partners
The aim of the current paper is to investigate the major criteria/factors considered in the process of banking partner choice/selection by SMEs in Libya. For this purpose a sample of more than 200 SMEs was targeted by...
Does Auditor Fees contributed to high quality of Audit Services? Further Evidence from Malaysia
The purposes of this study are to examine the relationship between fees paid to auditors and audit quality. The study hypothesized that the higher audit fees paid therefore big audit firm will deliver a high audit qual...
Leadership and Corruption: The Need for Institutional Control And Public Accountability in Nigeria
Corruption is a malfeasance which thrives in an environment of weak institutional leadership. Despite mounting evidence and increased awareness in the fight against the scourge, it has largely become a social pandemic...