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Employee Empowerment, Service Quality and Customer Satisfaction in Pakistani Banks

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  • Muhammad Mudassar Abbasi
  • M Mushtaq Khan
  • Kashif Rashid

Abstract

The paper focuses on determining the impact of employee empowerment on service quality and customer satisfaction in the banking sector of Pakistan. The data was collected from a random sample of middle and lower management staff and the customers of the banks through questionnaires. Statistical techniques such as factor analysis and correlation analysis were employed for data analysis. The study suggests a positive relationship between employee empowerment, service quality and customer satisfaction. This implies that employee empowerment results in higher level of service quality and customer satisfaction in Pakistani banks.

Suggested Citation

  • Muhammad Mudassar Abbasi & M Mushtaq Khan & Kashif Rashid, 2011. "Employee Empowerment, Service Quality and Customer Satisfaction in Pakistani Banks," The IUP Journal of Bank Management, IUP Publications, vol. 0(4), pages 47-60, November.
    • Handle: RePEc:icf:icfjbm:v:10:y:2011:i:4:p:47-60
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    Cited by:

    1. Samer M. Al-Sabi & Mukhles M. Al-Ababneh & Mousa A. Masadeh & Ibrahim A. Elshaer, 2023. "Enhancing Innovation Performance in the Hotel Industry: The Role of Employee Empowerment and Quality Management Practices," Administrative Sciences, MDPI, vol. 13(3), pages 1-17, February.

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