Employee Empowerment on Customer Satisfaction

Employee Empowerment on Customer Satisfaction Employee empowerment and customer satisfaction is one of those terms that everyone thinks they understand, but few really do. Ask a dozen different people and youll get a dozen different answers to the question, What is employee empowerment? In fact, research a dozen organizational theorists and youll get as many answers to the same question. Some writers indicate that empowerment consists of sharing power and authority. Others say that empowerment occurs when the organizations processes are set-up to allow for it. If you keep in mind the secondary dictionary definition of to give faculties or abilities to: enable (Grove, 1971, p.744), with all that this word implies, then you will be on the right track for the purposes. Employee empowerment is a key feature of the modern management style. Empowered employees are expected to perform more effectively as compared to those working in traditional or authoritarian organizational cultures. Empowered employees are more motivated as compared to those who just follow the given lines. Employee empowerment creates sense of belongingness and ownership towards the parent organization. Empowered employee feel more confident and try to give their best to their employers, as a result, service quality improves. Improved product or service quality generally results into higher level of customer satisfaction. Higher level of customer satisfaction results into a bigger sales volume resulting into an improved profitability. Every business aims at earning profits; however profits and customer value go hand in hand. In order to give maximum value to a customer, the service provider is required to develop a sound understanding of the customer expectations. In the first part of this thesis, the authors will present the background to the problem, which will then be specified in the second part. Further, the delimitations of this study will be stated. After reading this first part, the reader will have gained a better understanding of the research subject which leads to purpose and related research questions guiding this study. BACKGROUND Global markets have built a competitive environment in business. If the organizations want to remain in the market, they must be inventive in lowering costs and value to customers. So it is essential for an organization to utilize the full potential of its people. But the employees need power and control to make decisions to fulfill the customers needs. According to (Cook, 1992) studies shown that people work with full energy when they feel happy, even they are ready to sacrifice for organizations and give their blood to the company. But when they feel valued and important. They show their involvement in the business. (R Maxwell, 2005) Employees in a service organization and particularly, those who have frequent contacts with the customer usually serve as representatives of both the Organization and their products or services to the customer at contact point. The quality of the service and the satisfaction the customer may derive will be an assessment of the entire service experience. Employees who are empowered in an organization can either portray a positive or negative picture to the customers. PURPOSE STATEMENT The purpose of this survey based quantitative research is to determine and identify the perception of employees about the employee empowerment in banking sector of Pakistan. At what extent these organizations are practicing employee empowerment, and how much this empowerment has impact on service quality and customer satisfaction. In matters concerning financial commitments, investments and spending customers, not only need reassurance that their finances are safe, but also that they are valued for committing their stakes with a particular financial institution. Customers of a bank rely on the services delivered to them by the bank whether they are saving depositing, taking loans, cashing cheques or buying funds, they count on the employees responsible for handling issues relating to them, to deliver high service quality in other to increase their satisfaction. SIGNIFICANCE OF THE STUDY This research will provide a deep view to the implications of employee empowerment to employees, government, employers, students and the general public who have an interest in the study. The readers will be able to understand new relations between different variables and conceptual understanding of these variables. They will read new concepts in the context of banking sector e.g. organizational image, effectiveness and efficiency and building trust. This research is targeted at the management of organizations within the banking industry, and industries producing highly intangible-dominant services, as suggestion regarding employee empowerment, which when practiced can enhance customer satisfaction and create a good customer- perceived service quality. OBJECTIVES Main objectives of the study is to determine the impact of employee empowerment on customer satisfaction in banking sector of Pakistan. General objectives: To determine the impact of employee empowerment on effectiveness and efficiency. To determine the impact of employee empowerment on service quality. To determine the impact of employee empowerment on organizational image. 1.5 RESEARCH QUESTION What is the impact of employee empowerment on customer satisfaction in banking sector of Pakistan? CHAPTER TWO LITRATURE REVIEW 2.0 INTRODUCTION Inside of todays unstable public and private sectors, external pressures from political, environmental, social and technological sources require management to seek out, evaluate and embrace, new planning, organizational and operating techniques to remain on track in pursuit of their associations mission and long-term goals. Among the myriad of proposed theories, models and plans submitted in the past decade to the managerial community for possible acceptance and implementation is the concept of employee empowerment. Within the spectrum of discussion on employee empowerment, rhetoric inevitably mentions the relevant success or failure of empowerment as a viable tool to upper management. According to (Kirkman, 1989) empowerment of employees is continuously growing today in Europe. Multinationals have a great concern on empowerment of employees. Empowerment increase employee motivation and positive orientation towards his work role and finally results in higher productivity.(Watson,2003)over the past few years, traditional management has gone and new democratic approaches has takes its place. Employee empowerment, which came up in 1990s, is known as one of the new management concepts. (Hanold, 1997) However, when the relevant literature is analyzed, this concept is understood to have a longer history than previously thought with its roots Human Rights Movement of 1950 and 1960s, empowerment has rather closely related to the various concepts and techniques designed to democratize the work-place. 2.1 EFFECTIVENESS EFFICIENCY (Conger, Kanangu, 1988) management researchers and practitioners have keen interest in concept of empowerment and related management practices. This interest is due to several reasons. First studies on leadership and managerial skills suggest that the practice of empowering subordinate is a principal component of managerial and organizational effectiveness. Second analyses of power and control within organization reveals that the total productive form of organizational power and effectiveness grow with superior sharing of power and control with subordinates. (Mayers, 1987) employees are effective performers when they are empowered. Because it is the fact that the employees who have authority to take decisions perform better. And utilize the resources of the organization efficiently. 2.2 SERVICE QUALITY In banking organizations, the general offering in a particular industry is averagely similar, even though they may engage in different approaches to achieving a differentiation from the others, to be able to gain more market share and customers in the industry. According to (Gooronos, 2001), that almost any retailing bank can provide an individual with retailing services, but not every bank manages to treat customers in a way that they are pleased with. Service providers therefore seek to differentiate themselves from their rivals by offering customers higher quality of services than their competitors, which makes the basis of their competition to be defined by their services. (K.Sen, 2008)The nature of services as being intangible, heterogeneous, perishable, produced, and consumed at same time makes it peculiar to deliver, and challenging to organizations to achieve a differentiation from the others. 2.3 CUSTOMER SATISFACTION (Spetz, Butler; 2008)In the past years the competition in the banking sector is increasing. There is more choice for the customers and thereby the banks have to work harder to attract customers. (Peter, Waterman, 1982) focused that good organizations align their strategies and goals to the requirement s of their customers .One way is to care employees and empower them. (George 1992)There exists an interaction between the desired results and customer satisfaction, customer loyalty and customer retention. CHAPTER THREE RESEARCH METHADOLOGY 3.0 INTRODUCTION Research methodology is defined as the analysis of the principles of methods, rules, and postulates employed by a discipline or the development of methods, to be applied within a discipline or a particular procedure or set of procedures. It should be noted that methodology is frequently used when method would be more accurate. Methodology includes the following concepts as they relate to a particular discipline or field of inquiry: A collection of theories, concepts or ideas. Comparative study of different approaches. Critique of the individual methods. Methodology refers to more than a simple set of methods; rather it refers to the rationale and the philosophical assumptions that underlie a particular study. This is why scholarly literature often includes a section on the methodology of the researchers. Another key, although arguably imprecise, usage for methodology does not refer to research or to the specific analysis techniques. This often refers to anything and everything that can be encapsulated for a discipline or a series of processes, activities and tasks. Research is the search for knowledge through objectives and systematic method of finding solutions to a problem. It is an original contribution to the existing stock of knowledge making for its advancement. It is also pursuit of truth with the help of study observation comparison and experiment and it is the science of studying how a research is done. This chapter outlines the various stages of the research methodology. Namely sampling procedures, data collection methods, questionnaire design and coding of questionnaire etc. 3.1 RESEARCH STRATEGY For the purpose of this research, questionnaire-filling strategy is chosen. Primary data will be collected through the survey questionnaire. The required information was collected from the selected areas of Lahore in Pakistan, in order to have a complete knowledge and insight about the activities of the banking. The study will involve a sampling of 130 individual customers of banking from a Lahore in Pakistan. CHAPTER FOUR 4.0 TIME SCALE The following Gantt chart represents the estimated time the researcher plans on covering the research. A time resource, available is approximately 3 months (Beginning from proposal approval) and its management has been planned as shown in the Gantt chart above, from the Gantt chart. 4.2 COST The cost of whole research is fully sponsored be researcher. This includes all costs incurred, inclusive of printing, transport, and communication costs. 4.3 OTHER RESOURCES Other resources that the researcher is planning to use are SPSS version 16.0 for this analysis and other statistic analytical tools.

Nine Tomorrows - Will Computers Control the Future? :: Nine Tomorrows Essays

Nine Tomorrows   - Will Computers Control the Future?   Ã‚  Ã‚  Ã‚   People always tend to seek the easy way out looking for something that would make their lives easier.   Machines and tools have given us the ability to do more in less time giving us, at the same time, more comfort. As the technology advances, computers become faster and more powerful. These new machines are enabling us to do more in less time making our lives easier. The increased use of computers in the future, however, might have negative results and impact on our lives.   In the novel Nine Tomorrows Isaac Asimov often criticizes our reliance on computers by portraying a futuristic world where computers control humans.   Ã‚  Ã‚  Ã‚   One of the images which Asimov describes in the book is that humans might become too dependent on computers.   In one of the stories, Profession, Asimov writes about people being educated by computer programs designed to educate effortlessly a person. According to the Profession story people would no longer read books to learn and improve their knowledge.   People would rely on the computers rather than "try to memorize enough to match someone else who knows" (Nine Tomorrows, Profession 55). People would not chose to study, they would only want to be educated by computer tapes.   Putting in knowledge would take less time than reading books and memorizing something that would take almost no time using a computer in the futuristic world that Asimov describes.   Humans might began to rely on computers and allow them to control themselves by letting computers educate people. Computers would start teaching humans what computers tell them without having any choice of creativity.   Computers would start to control humans' lives and make humans become too dependent on the computers.   Ã‚  Ã‚  Ã‚   Another point that is criticized by Asimov is the fact that people might take their knowledge for granted allowing computers to take over and control their lives.   In a story called The Feeling of Power, Asimov portrays how people started using computers to do even simple mathematical calculations.   Over a long period of time people became so reliable on computers that they forgot the simplest multiplication and division rules.

Reflection on Homeostasis Stage Essay

This paper contains my view on Homeostasis balance. In particular, I am reviewing the stage where the fetus is starting to respond to the outside world through a facial expressions or controlled movements, denoting pleasure or disgust. The process of a fetus to be able to accumulate capacities of the external world through mother’s body and take it to the higher level with the growth. The newborn already has an organized behavior that includes feelings, needs and phenomenal survival skills with visual, grasping and auditory stimulations. With all that preparedness to step in to the new environment new baby also carries over a habituated behavior. He has a set point. It is the ideal state of a bodily system. If child’s body detects a discomfort then negative feedback is stepping in and trying to keep the body in the previous, most familiar condition. At first, child’s system will detect the change. Then the body will react to the change and finally will try to stabilize the body to the original state. These changes are bringing a discomfort that can include high blood pressure and increase in heart rate. The symptoms can lead to the anxiety if the set point is getting disturbed to often. This process will not happened if bodily system habituated to repetitive stimulation, attuned to the environment and disturbing effects on physiological condition of the child are absent. As an example, I would like to present a case. A mother brings one-year-old infant to the therapy. The reason for it is inability to ride a car since birth. The child has an accelerated anxiety and vomiting when placed in the car or even seeing a car image. Family has a difficult time to function with the child’s condition. It also brings arguments into marital life. Therapist has a result of physical exam that child is in the good health. During the assessment therapist should look for many reasons why the child has such disturbing behavior. If there is an absence of medical conditions in the child then during the assessment counselor should find out chronological steps of relations between child and a car, parents behavior in relation to the car rides. During the assessment the therapist should create a report about family history ( ) and parents past and present medical history. In this case woman suffered from car claustrophobia during pregnancy. Currently she has occasional car claustrophobia attacks. During pregnancy every time she would get in the car the fetus will react to it by increased movements and accelerated heart rate. Mother knew about possibility of her anxiety transferring to the fetus. Unfortunately, she had to function and take a car rides every day. It should be taking into consideration that at this stage infant have a very close connection to a mother. He can hear her voice, feel her breath, responds to the anxiety and calmness. Also he is already seeking and responding to the environmental conditions. In this case the child already achieved the stage of homeostasis. The infant is in need for mother’s ministrations when getting in the car. The frustration and fussiness followed by anxiety appears when mother does not meet his needs. She can’t provide him a care while fighting car claustrophobia. The child can also have a ge netic predisposition. The car claustrophobia transferred to the baby from one of the parent. As a counselor, I will provide the following therapeutic treatment. First of all, baby should have a several CBT session with the desensitization or exposure therapy. Since the baby also has a strong reaction to the car image. Mother should also attend similar CBT sessions. Since, the infant has a strong interconnection with mother repeating her disorder, a â€Å"specificity of regulatory fittedness between a particular infant and particular caregiver† should be established immediately (Sander 1975). Therapist should emphasize that the caregiving routine, especially if related directly to the car, should be carefully examined and changed if needed. I would also recommend to disable the alertness of the baby during the ride, mother should remain in the most calming state as possible, avoid family arguments before getting into the car, keep positive atmosphere while in the car, surround baby with toys and another entertainment tools. I found the sunglasses could be helpful. It blocks the side vision and car door do not even exist. Headphones, music and favored cartoon can be in use for the baby. Since the baby is closely connected to the mother and capable of having a conversational exchange, mother should talk to the baby during the trip.

Mobile Phones essays

Mobile Phones essays Mobile Phones Progress or Pollutant? The Mobile Phone. Look at a mobile, there probably is one quite close to you right now, so just sit and look at it. Admire its straightforward design, and with that, think what you can do with it. By just pressing the correct arrangement of numbers on this device you can talk to anybody, anywhere as long as you have credit. These days, mobile phones provide an astonishing range of functions, and new ones are being added at a gradual pace. Depending on the model, you can: Keep track of appointments and set reminders Use the built-in calculator for simple math Get information (news, entertainment, stock quotes) from the Internet Integrate other devices such as PDAs, MP3 players and GPS receivers And of course the one and only txt messages Mobile Phones to me are The best thing since sliced bread. The Growth of communications especially the use of mobile phones since the 1980s has revolutionized global business life. The USA is the country with the most mobile phone users with 24 million 134 thousand 421 people and that, ladies and gentlemen was a survey done in 1998. People can communicate better than before with the aid of Mobiles and as I believe Esat are benefiting from it so it looks like an all round good thing. I dont see that mobiles used normally pose a health problem, but some people are using them for 20 30 minutes or more at a time, ant there is vast scientific evidence that there is a hazard to health from that kind of use take Veronica Guieran for example, after her murder the doctors did a post mortem on her and found that her brain had turned grey on one side of her head from overuse of the Mobile phone sh ...

Before phrenology

"Before phrenology all we knew about the brain was, how to slice it" Richard Chenevix, 1828 (Victorian Web). Phrenology was a popular pseudoscience that was founded by Franz Gall. He believed that by examining the bumps on a person's skull, you could determine ones personality characteristics, moral characteristics, and intelligence. Notions such as, are people with large foreheads smarter than people with small foreheads, were at the core of phrenology. This is what led me to pick this topic for this paper. I have always been told I have a large forehead, so I found this topic interesting. By going to hospitals, prisons, and schools Gall gathered evidence to try and support phrenology. By doing this he identified 27 personality characteristics that he believed could be diagnosed by examining areas of the head. He devised maps of the showing the location on the skull of different personality characteristics and abilities. He believed that a large fo!rehead was asso ciated with ones higher intelligence. Gall took his ideas to the general public when his theories started to be ridiculed by other scientists. He began to give "readings" in which he described ones personality based on measuring the bumps on a person's head. Since the mid- nineteenth century, phrenology has been almost completely discredited. Even when it was most popular between the 1830s and 1840s, phrenology was very controversial. It never became an accredited science. Phrenology did become a formalized social activity, which started in Britain. George

Short articles about sex, gender and society Essay - 1

Short articles about sex, gender and society - Essay Example Her decision to be a boy was met with chastisement, as are transgender people (etc.), because they defy the norm of two genders, male and female. In the article about being fat and then losing the weight, she experienced a radically different social sentiment about her. She was labeled as fat, which has stereotypical implications in which society sees the fat individual as, perhaps, stupid and socially irrelevant. When she became thin, people began to praise her, believe in her health-consciousness, and talk about being fat in a negative connotation as though she had evolved and was now smart enough to avoid gaining excessive weight again. None saw the real person, just a label of fat that carried negative social opinion, not allowing society to see the authentic nature of her personality and character. She suddenly found social belonging after losing weight, which again speaks toward society’s prejudices that attempt to define how a person should be categorized within a broader societal context. While in â€Å"Fifty Shades of Gay†, the speaker states that she fits in a gray area, being attracted to both men and women, how society views her is complicated. She had to learn to reject some of this social sentiment to become familiarized with her true self, one that does not fit the stereotypical norms of gender and sexuality. She learned who she truly is: An individual that defies such norms and has learned to find peace and comfort with her own decision-making that is relevant for her own needs and desires. I think that someone knows who they are when they are willing to be somewhat non-conformist to society’s expectations. By getting in touch with what mechanisms drive their sexuality (as one example), they can be confident and satisfied even though the world does not recognize their social significance. The individual discussing her weight loss had a

Tourism in the Kingdom of Jordan Case Study Example | Topics and Well Written Essays - 1500 words

Tourism in the Kingdom of Jordan - Case Study Example It is a small Arab country with not much supply of water and other natural resources like oil. Debt, poverty, and unemployment are fundamental problems, but since 1999, some broad economic reforms have been in place in a long-term effort to improve living standards. Under the leadership of King Abdullah, Jordan's government has taken some concrete steps towards encouraging foreign investment in the country. Key areas where maximum attention is being paid include tourisms and services. The country's economy largely depends on services, tourism and foreign aid. Tourism in general is being developed the world over as a revenue spinning industry Jordan too has an ambitious plan for inviting the attention of the world's touring community towards its vast historic treasures and nature's gifts to the country. Thourhg this study we'd like to analyse; Tourism being one of the key sectors for Jordanian economy, the government of Jordan has realized the potential of this rapidly growing sector, and the government is supporting the industry with aggressive marketing strategy with an aim to promote Jordan as a boutique destination. Despite being in the midst of disturbed surroundings the number of regional tourists is rising sharply. Now the government is paying more attention towards attracting the high-yield visitors from outside the Middle East. In this era of globalisation, tourism is said to drive transnational flows of people, commodities and capital. This flow results in circulation of globally coordinated production networks governed by Multi national corporations in the business of airlines, tour operators and hotel management (Hazbun, 313). As per the studies undertaken by organisation like CountryWatch (83) and Country Insight (3), the flow of tourists has been on an upward journey. The figure below takes a look at the num ber of tourists that arrived in the region for the period 1998-2004. Until the late 1990s Jordan's tourism sector remained hugely underdeveloped, with regional political instability doing most of the damage. Since there was no real effort on the part of the government of Jordan to come out of the shell and market the potentials of the country, the region remained largely un-explored. But with the concepts of globalisation have now made the government understand the benefits of being pro market. In fact Jordan realizes (EIU, 1) that it can't be a direct competitor for other popular Arab holiday destinations like Cairo or Beirut, but now Jordan has actually started selling its holiday proposition by way of offering quiet family holiday. This has materialized in earning revenues as well, which is reflected by some of the key points of tourism industry in Jordan like (Euromonitor, 2); Jordan received US$783 million in tourism receipts in 2004 and this is expected to rise to US$826 million in 2005. Tourism accounts for around 10% of the Kingdom's GDP. Tourism is the largest export sector, the second largest private sector employer and the second most important form of foreign exchange for the country. The