A Study of the Impact of Psychological Empowerment on Job Satisfaction, Customer Satisfaction and Organizational Commitment a Case Study in Tejarat Bank of Iran

Abstract

The research investigated the relationship between employee empowerment and customer satisfaction, job satisfaction and organizational commitment of Iranian bank clerks, a case study of Tejarat bank branches in Mazandaran province in Iran. To attain these objectives, previous researches recommended that banking sectors must implement motivational personnel practices; in particular, employee empowerment as it is recognized as a main factor in building trustful-relationships with the organizations, which can in turn lead to higher levels of performance. The method used for primary data collection was through questionnaires. Three different types of questionnaires were used to obtain data from the staff. The target population was 200 employees from Tejarat Bank branches; however, 120 questionnaires were returned. The data were analyzed descriptively and presented through figures, tables and percentages and inferential statistics (correlation) were used to analyze data using the statistical package for social sciences (SPSS). The findings indicate that employees in the banking sector find that empowerment strongly influences their job satisfaction. Also, it was found that by psychologically empowering the employees, their organizational commitment rose and they believed the customers felt more satisfied with them if they were given more authority.