Relationship between Employee Empowerment and Customer Satisfaction in the Melli Banks of Isfahan Province
|Author(s)||by Hamid Bagheri Kashi, Ebrahim Mahmoodzadeh|
|Keywords||Empowerment, customer-satisfaction, Education, Distribution of information, motivation, team work, delegation.|
|Open Access||Access PDF Open in New Tab|
Rapid environmental changes threat the survival of many organizations. Global economy is driven by regional economic impact and information technology, new media, free consumer culture, emerging global standards and the possibility of contributing to the costs, are the effective environmental changes of noadays (Godarzi and Gominian, 1381: 37). Thus, current orgenization for their survival, should have features like customer orientation, high flexibility and transparency. And to achieve such characteristics, they should empower their most important source and competitive tool, namely human resource (Abtahi nd Abbasi, 1386:1). Personnel Empowerment is one of the most important strategies in the customer satisfaction and customer loyalty. Customer service is the oldest and still the most recent resource for any service provider. In todays world, those organizations are successful that recognize the client is the biggest asset of any institution. Customer pays all payroll and employee benefits. Today, the preservation and strengthening customer loyalty is seen as a strategic challenge for organizations that are concerned to maintain and develop their position in the market, and providing services that could be interesting for customers are regarded essential and necessary(Hopson et al, 1381). So, the main question here is that what is the relationship between employee empowerment and bank customer orientation? In other words, if the banks Personnel Empowerment and its components have any effect on the level, extent and the qulity of bank services provided to customers? In this context, this paper seeks to determine the relationship between employee empowerment, including training, human resources, distribution and sharing of information, motivation, delegation and teamwork development with the enhancment of customer satisfaction in the Melli Bank of Esfahan.
ARTICLE PROCESSING CHARGE
Online Publication & Two Hard Copies
|International Journal of Empirical Finance||$ 100||$ 170|
|International Journal of Financial Economics||$ 80||$ 150|
|International Journal of Management Sciences||$ 100||$ 170|
|Journal of Empirical Economics||$ 80||$ 150|
|Journal of Education and Literature||$ 60||$ 130|
|Quarterly Journal of Business Studies||$ 50||$ 120|
|Journal of Language and Communication||$ 30||$ 100|
|Studies in Social Sciences and Humanities||$ 80||$ 150|
|Journal of Social Economics||$ 30||$ 100|
|International Journal of Financial Markets||$ 30||$ 100|
|Journal of Public Policy & Governance||$ 30||$ 100|
For a peer-reviewed journal, the publication of articles plays an essential role in the development of a coherent network of knowledge. It is, therefore, essential that all publishers, editors, authors, and reviewers, in the process of publishing the journals, conduct themselves in accordance with the highest level of professional ethics and standards. The publisher is dedicated to supporting the vast efforts of the editors, the academic contributions of authors, and the respected volunteer work undertaken by reviewers. The publisher is also responsible for ensuring that the publication system works smoothly, and that ethical guidelines are applied to assist the editor, author, and reviewer in performing their ethical duties.
The editor has the following responsibilities:
1.The editor should acknowledge receipt of submitted manuscripts within two working days of receipt and ensure an efficient, fair, and timely review process.
2.The editor should ensure that submitted manuscripts are processed in a confidential manner, and that no content of the manuscripts will be disclosed to anyone other than the corresponding author, reviewers, and the publisher, as appropriate.
3.The editor should recuse himself or herself from processing manuscripts if he or she has any conflict of interest with any of the authors or institutions related to the manuscripts.
4.The editor should not disclose the names and other details of the reviewers to a third party without the permission of the reviewers.
5.The editor has the right to make the final decision on whether to accept or reject a manuscript with reference to the significance, originality, and clarity of the manuscript and its relevance to the journal.
6.The editor should by no means make any effort to oblige the authors to cite his or her journal either as an implied or explicit condition of accepting their manuscripts for publication.
7.The editor should not use for his or her own research any part of any data or work reported in submitted and as yet unpublished articles.
8.The editor should respond promptly and take reasonable measures when an ethical complaint occurs concerning a submitted manuscript or a published paper, and the editor should immediately contact and consult with the author. In this case, a written formal retraction or correction may also be required.