The Impact of Managerial Empowerment on Customer Satisfaction: An Empirical Study in the Jordanian Hotel Industry

(Dia Alhaq Ahmad Zeglat and Nidal Farid Aljaidi)

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Abstract

Human resources emerged as an important success reason for all types and forms of organizations. Managerial empowerment emerged as a contemporary managerial tool that help in enhancing business performance through offering better services and positive relationships with customers. The study aims to explore the impact of managerial empowerment on customer satisfaction in a critical sector in Jordan, the hotel industry. The study attempts to answer the question whether managerial empowerment impact on customer satisfaction is direct or indirect. The present study adopted a previously used questionnaire containing two hundred and four questionnaires that was distributed in five-star hotels operating in Amman. A non-random purposive sampling technique was selected from supervisors and captains in hotels under investigation because their supervising jobs are directly connected to customers. Two hundred forms were distributed with 138 retrieved. Nine questionnaires were rejected leaving one hundred twenty nine usable questionnaires for the data analysis stage. The Findings of the study showed that there is an indirect positive impact of managerial empowerment on customer satisfaction. Managerial empowerment contributes positively to customer satisfaction through several mediating variables (i.e. employee satisfaction and service quality. The study recommends managers to apply the concept of managerial empowerment of their staff and employees to improve their service level thus gain customer satisfaction and increase their market share. It also indicated the need to apply both theoretical and practical side of empowerment to assure their employees’ satisfaction and consequently better services quality. Key Words: Customer satisfaction, Hotel sector, Job Satisfaction, Services Quality.
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