Employee Empower

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oyeeVem Linus Jonathan et al

THE IMPACT OF EMPLOYEE EMPOWERMENT ON CUSTOMER SATISFACTION IN THE NIGERIAN SERVICE ORGANIZATIONS (A STUDY OF SOME SELECTED HOTELS IN JOS, PLATEAU STATE)

THE IMPACT OF EMPLOYEE EMPOWERMENT ON CUSTOMER SATISFACTION IN THE NIGERIAN SERVICE ORGANIZATIONS (A STUDY OF SOME SELECTED HOTELS IN JOS, PLATEAU STATE) IJCRR Vol 04 issue 19 Section: General Science Category: Research Received on:27/07/12 Revised on:05/08/12 Accepted on:17/08/12

Vem Linus Jonathan, Dakung Reuel Johnmark Department of Business Administration, Faculty of Management Sciences, University of Jos E-mail of corresponding author: linusvem@yahoo.com

ABSTRACT The role of employees in service organizations is comparable to the role of the service itself. Their importance to the firm is critical to both service delivery and service production. No gainsay that, service is all about the people (employees) because they appear more often to be the most tangible clue to customers’ perception of what quality service entails. It is in line this that this paper explored the following objectives: To determine the extent to which employee influences customer satisfaction, as well as establishing the extent to which the concept of empowerment is internalized by the players in the hospitality industry in Nigeria. It also ascertained the rate at which variables like; autonomy, responsibility, access to information, knowledge and competence development, equity reward system and power sharing translates into customer satisfaction, and determine how empowerment is perceived by employees. A sample size of about 400 was adopted from the twenty hotels which were selected at random. Furthermore, the data obtained were analyzed using simple percentage and presented in tables and charts, the hypothesis which states that; there is no significant relationship between employee empowerment and customers’ satisfaction was supported following a z-test analyses of population proportion earlier conducted. This implies a weak hegemony between employees’ empowerment and customers’ satisfaction in the Nigerian hospitality industry. Based on the above inference, the paper further made the following recommendations: Hotel managers in Jos need to internalize the message in employee empowerment through granting of autonomy to employees in discharging their duties. Also the need to upgrade employees’ service orientation and investing in training was advocated. Finally, paper also advocated the need for managers to encourage employees to consolidate on their achievements to explore the untapped potentials that abound in the hospitality industry in Nigeria. Keywords: Customer, Customer satisfaction, Empowerment, Employee Empowerment INTRODUCTION One of the important ingredients of success in the market place is customers’ satisfaction. Customers are the life blood of an organization, so their satisfaction is the top goal of the firm, and are ranked by their satisfaction score. Wirtz (2003), lists the results of customer satisfaction to include: repeat purchase, loyalty; positive word-of-mouth and increased long term profitability. The academic literature postulates that customer satisfaction is a function of the discrepancy between customer’s prior expectations and perception regarding the patronage or purchase (Oliver, 1977; Churchill & Surprenant, 1982; Tse & Wilton, 1988; Yi 1990). When an experience is better than what the customer expects, there is thought to be positive disconfirmation of the expectation, and a favorable customers’ evaluation is predicted.

Int J Cur Res Rev, Oct 2012 / Vol 04 (19) , Page 37

Vem Linus Jonathan et al

THE IMPACT OF EMPLOYEE EMPOWERMENT ON CUSTOMER SATISFACTION IN THE NIGERIAN SERVICE ORGANIZATIONS (A STUDY OF SOME SELECTED HOTELS IN JOS, PLATEAU STATE)

The role of employees in service organizations is comparable to the role of the service itself, as pointed out by Zeithaml et al (2002) that, employees are the...
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