How Employee Empowerment Influences Service Quality and Customer Satisfaction

The study explored the links among front desk staff empowerment; how satisfied customers are and the level of service. Questionnaires helped gather the required information from the respondents to meet the goal stated. Data was examined with multiple regression analysis. It was found that customer satisfaction did not show a significant relationship with employee empowerment. The findings suggested that relationship between the two factors was present but not proven by statistics. The research showed a clear and positive relationship between how well an organization serves its customers and how much authority employees have. There was a link found between staff empowerment and customer satisfaction, although it was not statistically significant. Customer satisfaction goes up when service quality is high. According to the results, the researchers encouraged the industry authorities to restructure their places to boost employees' intrinsic drive to provide exceptional customer service, which could result in satisfied patrons. It was also suggested that front desk staff be urged to concentrate on the appropriate organizational structure and service culture that promote competence, influence, meaning, and self-determination.