Published Paper Details:

Hammer and Champy (1993) suggest that empowerment of front-line workers is crucial if organisations want to understand core business processes, because front-line workers are closest to these processes and are the only ones who really understand how they work. Some of the perceived benefits of employee empowerment include greater job satisfaction and motivation, reduced supervisory requirements and increases in innovation and creativity. Indian private sector banks are growing and there are so many reforms in banking system. Management understands value of empowering employees. Previously researchers have suggested so many dimensions of customer satisfaction including personnel, services and access to services. Many factors have been said to contribute greatly to employee empowerment which has become widely studied in the recent past as one of the ways organizations may use to turn around their performance. This study analyzed mainly how five factors of employee empowerment ( authority and participation, management supports, control over job, job knowledge and reward and recognition) effects the three dimensions of customer satisfaction (personnel, services and access) for private sector banks. The Descriptive survey method was being applied to carry out the research. Two sets of questionnaire were prepared by researcher, one for employees and one for customers of selected private sector banks. Data have been analyzed by using the Statistical Package for Social Science AMOS software after which appropriate interpretation was be done. The study found that employee empowerment has significant and positive effect on three dimensions of customer satisfaction (personnel, services and access).