Job Empowerment and Customer Orientation of Bank Employees in Kuching, Malaysia

  • Zorah Abu Kassim Open University Malaysia
  • Irma Yazreen Md Yusoff Universiti Malaysia Sarawak
  • Ngui Lee Fong Universiti Malaysia Sarawak

Abstract

Customer orientation and empowerment of bank employees is investigated, sample is 225 respondents. Methodology employed is descriptive, factor, correlation and regression analysis. Findings show autonomy, job constraint, education and seniority is significant empirically validating job empowerment as a factor. A customer-orientated culture leads to excellent customer services. Limitations; sample size, one industry focus and no interactive effects. Recommendations include other service industries, comparative studies and a nation-wide study. Keywords: Empowerment, Customer Orientation, Bank Employees
Published
2012-09-25
How to Cite
Kassim, Z., Yusoff, I. Y., & Fong, N. L. (2012). Job Empowerment and Customer Orientation of Bank Employees in Kuching, Malaysia. Contemporary Management Research, 8(2). https://doi.org/10.7903/cmr.11048
Section
Marketing