Strategies of Employee Empowerment in the Banking Sector: The Case of Eldoret, Kenya

Employee empowerment should instill greater trust in leadership, encourage employee motivation, lead to greater creativity, and improve employee retention all of which ultimately results in a better bottom line. This study seeks to find out the strategies of employee empowerment in sector in Kenya. The study was guided by two objectives; to find out strategies or techniques used by banks in employee empowerment, and examine the impact of employee empowerment in service delivery to the bank customers. The researcher adopted a descriptive study where by the data was analyzed and presented with the help of statistical package for social sciences version 16, thereafter the findings were corroborated with existing literature to arrive at logical conclusion. The researcher found that; the strategies employed include-easy accessibility to senior management level, regular meetings, reward for excellent services, regulated routine, and freedom to make independent decision. On the impact of employee empowerment on service delivery, it was found that there is general impact on customer’s satisfaction. The study concludes that employee empowerment is a crucial aspect in dealing with human resource in every organization in order to survive in a competitive environment.