Corporate Leadership and Employees' Empowerment in Service Delivery

Student: Azeez Adewole Oyedokun (Project, 2025)
Department of Business Administration
Osun State Polytechnic, Iree, Osun State

Abstract

ABSTRACT Employee empowerment is a very important issues to organizations especially those providing services. This is because the customers and employees are engaged simultaneously in the production of service. The inability of the management to control the service encounter makes the employees responsible for the quality of service delivered to the customers. This practice can directly affect the quality of service. The objective of this study is thus to determine the impact employee empowerment has on organizational performance in the Nigerian banking industry. The study focuses on Access Bank Plc. Osogbo, Osun State. The sample size consisted of all the staff in the organization. The study used primary and secondary data. Questionnaires were distributed to thirty employees of the organization and were returned accordingly. Chi-square was used to analyze the data collected and test the hypotheses. The study found out that employee empowerment has positive and significant impact on organizational performance.

Keywords
corporate leadership employees empowerment service delivery
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