Impact of Employee Empowerment on Quality Service Delivery in the Nigeria Banking Industry: A Study of selected branches of First Bank in Enugu Metropolis
Uche Ayogu
Department of Business Administration
Micheal Okpara University of Agriculture Umudike, Abia State
Email: agbomelletus@yahoo.com
ABSTRACT
Employee empowerment is a very important issues to organizations especially those providing services. This is because the customers and employees are engaged simultaneously in the production of service. The inability of the management to control the services encounter makes the employees responsible for the quality of service delivered to the customers. This practice can directly affect the quality of service. The objective of this study is thus to determine the impact employee empowerment has on service quality delivery in the Nigeria banking industry. The study covered four branches of First Bank in Enugu Metropolis. This is because the four branches are within Enugu State metropolis and so, there was easy access. The sample size consisted of all the staff in the various branches with the exception of contract (in sourcing) staff. The study used primary and secondary data, Questionnaires were distributed to two hundred employees across the branches of first bank and regression analysis was used to analyze the data collected for the study. Out of the 200 questionnaires distributed fifteen (15) were not returned. The study found out that employee empowerment has positive and significant impact on the service quality. It recommends that First Bank should continue to promote teamwork amongst employees so that every staff irrespective of gender would work towards a common vision of achieving the objectives of the Bank. A more enabling environment for the female employees should also be encouraged so that there will be a balance in the enhancing productivity.Keywords: Employment, service quality, Nigerian banking industry
