Empowering Employees for Quality of Service;The Role of Employee Empowerment on Quality of Service: In Case of Commercial Bank of Ethiopia, Ambo Branch

Bekan Serbessa Waktola


The study was about the role of Employee empowerment to quality of service in case of Commercial Bank of Ethiopia, Ambo Branch. This study focused on identifying and clarifying the relationship between employee empowerment and quality of service. The deals  the concepts of such as Criteria for employees empowering, training and Employee, Job and Autonomy, manager and Employee, share important Goal and direction, empowered employee with decision making and suggestion and its relation with quality of service .The study adopted a descriptive research design. The population of the study was 53 employees’ of Commercial Bank of Ethiopia from these 48 employees would be fully participated in the study. Census sampling was done. Data collection was by using questionnaires which are filled by employee and manager interview questions. The questionnaire was administered by the researchers. The completed questionnaires were edited for completeness. The data was interpreted using descriptive statistics through frequencies, percentages analysis. Based on the result of the findings, employee empowerment has positive and significant impact on service quality. The employees are highly empowered to deliver quality services to customers. This is evident in the assignment of particular employees to specified customers, to ensure they maintain a direct personal relationship with them.

Keywords: Empowerment ,Quality of Service

DOI: 10.7176/EJBM/11-31-03

Publication date: November 30th 2019


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