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Original Research

IJCRR. 2012; 4(19): 37-52


THE IMPACT OF EMPLOYEE EMPOWERMENT ON CUSTOMER SATISFACTION IN THE NIGERIAN SERVICE ORGANIZATIONS (A STUDY OF SOME SELECTED HOTELS IN JOS, PLATEAU STATE)

Vem Linus Jonathan, Dakung Reuel Johnmark.

Abstract
The role of employees in service organizations is comparable to the role of the service itself. Their importance to the firm is critical to both service delivery and service production. No gainsay that, service is all about the people (employees) because they appear more often to be the most tangible clue to customers’ perception of what quality service entails. It is in line this that this paper explored the following objectives: To determine the extent to which employee influences customer satisfaction, as well as establishing the extent to which the concept of empowerment is internalized by the players in the hospitality industry in Nigeria. It also ascertained the rate at which variables like; autonomy, responsibility, access to information, knowledge and competence development, equity reward system and power sharing translates into customer satisfaction, and determine how empowerment is perceived by employees. A sample size of about 400 was adopted from the twenty hotels which were selected at random. Furthermore, the data obtained were analyzed using simple percentage and presented in tables and charts, the hypothesis which states that; there is no significant relationship between employee empowerment and customers’ satisfaction was supported following a z-test analyses of population proportion earlier conducted. This implies a weak hegemony between employees’ empowerment and customers’ satisfaction in the Nigerian hospitality industry. Based on the above inference, the paper further made the following recommendations: Hotel managers in Jos need to internalize the message in employee empowerment through granting of autonomy to employees in discharging their duties. Also the need to upgrade employees’ service orientation and investing in training was advocated. Finally, paper also advocated the need for managers to encourage employees to consolidate on their achievements to explore the untapped potentials that abound in the hospitality industry in Nigeria.

Key words: Customer, Customer satisfaction, Empowerment, Employee Empowerment



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