The Effect Of Employee Empowerment On Customer Satisfaction At HSBC

Abstract

Employee empowerment has become a very central matter to organizations generating services. The incompetence of the management to control the service encounter makes the employees answerable for the quality of service delivered to the customers. In order for the management to belief that the employees are effective in dealing with their customers, the management has to give the employees the authority and necessary support to succeed at it, which is stated to as employee empowerment. Customer satisfaction which is the main goal of the organization if that is not accomplished; it will damage the reputation of the organization service. The intention of this research is to ascertain that whether employee empowerment has any effect on customer satisfaction.