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Employee Empowerment and Customer Sa...

Patrick-Akpan, Joy Chinyere.

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Employee Empowerment and Customer Satisfaction in Nigeria's Banking Industry.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Employee Empowerment and Customer Satisfaction in Nigeria's Banking Industry./
Author:	Patrick-Akpan, Joy Chinyere.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2018,
Description:	324 p.
Notes:	Source: Dissertation Abstracts International, Volume: 79-08(E), Section: A.
Contained By:	Dissertation Abstracts International79-08A(E).
Subject:	Management. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=10784518
ISBN:	9780355829334

Employee Empowerment and Customer Satisfaction in Nigeria's Banking Industry.
Patrick-Akpan, Joy Chinyere.

Employee Empowerment and Customer Satisfaction in Nigeria's Banking Industry. - Ann Arbor : ProQuest Dissertations & Theses, 2018 - 324 p.

Source: Dissertation Abstracts International, Volume: 79-08(E), Section: A.

Thesis (D.B.A.)--Grand Canyon University, 2018.

The purpose of this quantitative correlational research was to examine the relationship between employee empowerment and customer satisfaction in Nigeria's Banking Industry. The study investigated if, and to what extent, employee empowerment (both overall, and along the dimensions of job meaningfulness, competence, self-determination, and impact) predicts customer satisfaction in a large bank in Lagos, Nigeria. Models of psychological empowerment and expectancy disconfirmation provided the theoretical framework for the research and two research questions were addressed. Survey data were collected from a convenience sample of 87 employees and 203 of their customers from the participating bank in Nigeria. The Psychological empowerment scale (PES) and the SERVQUAL Customer Perceptions Scale were used to measure the predictor and criterion variables. OLS bivariate regression and stepwise multiple regression analyses were then conducted. Results from the study indicated that overall employee empowerment was not predictive of customer satisfaction, r(85) = -0.019, F(1, 85), p = 0.859, nor were any of the employee empowerment subscales predictive of customer satisfaction. Several explanations are offered for the failure to demonstrate the expected relationship between the variables. The results of this study raised questions regarding the cultural appropriateness of any simple theory about the relationship between employee empowerment and customer satisfaction and the use of assessment instruments designed for use in different geographical areas.

ISBN: 9780355829334Subjects--Topical Terms:

516664
Management.

Employee Empowerment and Customer Satisfaction in Nigeria's Banking Industry.
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520 $a The purpose of this quantitative correlational research was to examine the relationship between employee empowerment and customer satisfaction in Nigeria's Banking Industry. The study investigated if, and to what extent, employee empowerment (both overall, and along the dimensions of job meaningfulness, competence, self-determination, and impact) predicts customer satisfaction in a large bank in Lagos, Nigeria. Models of psychological empowerment and expectancy disconfirmation provided the theoretical framework for the research and two research questions were addressed. Survey data were collected from a convenience sample of 87 employees and 203 of their customers from the participating bank in Nigeria. The Psychological empowerment scale (PES) and the SERVQUAL Customer Perceptions Scale were used to measure the predictor and criterion variables. OLS bivariate regression and stepwise multiple regression analyses were then conducted. Results from the study indicated that overall employee empowerment was not predictive of customer satisfaction, r(85) = -0.019, F(1, 85), p = 0.859, nor were any of the employee empowerment subscales predictive of customer satisfaction. Several explanations are offered for the failure to demonstrate the expected relationship between the variables. The results of this study raised questions regarding the cultural appropriateness of any simple theory about the relationship between employee empowerment and customer satisfaction and the use of assessment instruments designed for use in different geographical areas.
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