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

Zorah Abu Kassim, Irma Yazreen Md Yusoff, Ngui Lee Fong

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

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DOI: http://dx.doi.org/10.7903/cmr.11048

Contemporary Management Research / CMR / ISSN 1813-5498