The role of empowerment in improving internal process, customer satisfaction, learning and growth

Abstract: The objective of this research was to identify the role of empowerment in enhancing Safeway Company's performance in Jordan using structural equation model (SEM). The authors used a predictive-descriptive strategy to determine Safeway Company's levels of empowerment. To evaluate the role of empowerment and performance, a questionnaire was designed and circulated. The data were examined using means, standard deviations, and multiple linear regression analyses. Empowerment and its dimensions from the Safeway company workers’ viewpoint were ranked high in this survey. The performance level and its dimensions were also con-sidered high from the Safeway company workers’ perspective. Furthermore, the results suggest that both of the experienced groups showed significant differences regarding their empowerment's and performance per-spective, meaning that employees with less than five years of job experience were more likely to perceive em-powerment and performance, positively. In light of this result, the authors suggested the Safeway Company to increase and improve its performance to obtain customer satisfaction by encouraging employees to provide the company with feedback which improves the provided services to customers.

How to cite this paper

 Al-Omari, Z., Alomari, K & Aljawarneh, N. (2020). The role of empowerment in improving internal process, customer satisfaction, learning and growth.Management Science Letters , 10(4), 841-848.

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