Employee Empowerment, Service Quality and Customer Satisfaction in Pakistani Banks

Muhammad Mudassar Abbasi, M Mushtaq Khan and Kashif Rashid

The IUP Journal of Bank Management, 2011, vol. X, issue 4, 47-60

Abstract: The paper focuses on determining the impact of employee empowerment on service quality and customer satisfaction in the banking sector of Pakistan. The data was collected from a random sample of middle and lower management staff and the customers of the banks through questionnaires. Statistical techniques such as factor analysis and correlation analysis were employed for data analysis. The study suggests a positive relationship between employee empowerment, service quality and customer satisfaction. This implies that employee empowerment results in higher level of service quality and customer satisfaction in Pakistani banks.

Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:icf:icfjbm:v:10:y:2011:i:4:p:47-60

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