The Impact of Employee Empowerment on Employee Satisfaction and Service Quality: Empirical Evidence from Financial Enterprizes in Bangladesh

Abstract

Organizations face immense challenges in improving their performance and productivity in the present changing and competitive business world. Experts view employee empowerment as an effective tool that fosters organizational performance, employee satisfaction and service quality. The present study intends to identify the influence of employee empowerment on employee satisfaction and service quality, and the impact of employee satisfaction on service quality. Fourteen dimensions and 52 item statements of employee empowerment, service quality and employee satisfaction have been adopted from previous studies to undertake this study. Data have been gathered following a quantitative survey conducted among a diverse group of employees (N = 240) working in 20 different financial institutions including private banks, leasing and insurance companies in Bangladesh. Several statistical techniques consisting of descriptive analysis, Pearson correlations and regression analysis have been applied using SPSS software to analyze collected data. The results of the statistical analysis reveal that employee satisfaction and service quality significantly depend on employee empowerment, and satisfied employees provide better quality service. The findings of this research have explicit implications for both the employees and the organizations. This study suggests that by empowering employees, an organization can increase the level of employee satisfaction that in consequence upturns service quality.

Knowledge Management and the Sustainable Development of Social Work

“…In our study, we present a theoretical explanation and empirical validation of how knowledge management can positively influence the availability of skilled social workers. Previous studies suggested that knowledge management initiatives could help organizations to impact public policies through the more systematic and effective capture, dissemination, transfer and implementation of knowledge [51], and in this manner improve the quality of existing services and programs [31]. However, those studies did not explore the relationship between knowledge management and the availability of skilled social workers that we focus on in our research.…”

“…There is also a need nowadays to gain additional insight into how knowledge management is evolving within the context of public sector organizations [26], including social work organizations. Researchers have argued that the adaptation and implementation of knowledge management practices can be beneficial [27] in any type of organization, whether private or public [28], and can play an important role [29] in improving the wellbeing of services users and the quality of services and programs offered to them [30,31]. However, few studies focus on knowledge management initiatives in the public sector, especially in comparison to the private sector [32,33].…”

“…Moreover, appropriately implementing knowledge management in practice through the more systematic and effective capture, dissemination, transfer and implementation of knowledge in the context of the public sector, including social work services, is perceived as important due to its impact on influencing public policies [51], improving the wellbeing of social services users and the quality of services and programs [30,31], as well as ensuring an adequate number of skilled social workers. Knowledge management in the context of social work is intended to add value to services by increasing wellbeing, societal effectiveness and general welfare [52,53], and is not solely focused on generating profit and competitive advantages, as is typically the case in the private sector [34].…”

UM Education Performance Measurement Using Empowerment As Predictor Variable

“…Empowering employees is one of the most strategi to produce excellent and competitive employees. According to Brown and Harvey [34] defines 3rd IRCEB "employee empower-ment as a process of giving staffs or employees the authority or power to make decisions about their own job". Empowering employees is a process of granting authority or power to make decisions relating to their work.…”

“…With empowerment, employees will demonstrate the ability to take initiative, the more productive, the job satisfaction will increase so that the performance will be more qualified. The employee empowerment indicator [34], [9] which is a combination of four components, is:…”