Relationship between Employee Empowerment and Customer Satisfaction in the Melli Banks of Isfahan Province

Hamid Bagheri Kashi and Ebrahim Mahmoodzadeh

Quarterly Journal of Business Studies, 2015, vol. 1, issue 4, 149-156

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 todays 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 banks 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.

Keywords: Empowerment; customer-satisfaction; Education; Distribution of information; motivation; team work; delegation. (search for similar items in EconPapers)
Date: 2015
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