Employee Empower
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
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