The impact of employee empowerment on customer satisfaction in the hospitality industry :

Abstract

This study examines the relationship between employees’ empowerment and customers’ satisfaction in the hotel industry a case study of Serena in Uganda. Based on extant empowerment literature, perceived employee satisfaction, perceived employee loyalty and perceived commitment impact on perceived product quality and perceived service quality delivery. We used a survey of 40 employees from Serena hotel Uganda to examine the relationship between employees’ empowerment and customer satisfaction. The results of hypothesis tested confirm that, there is a significant relationship between employee empowerment and customer satisfaction. The challenges facing insurance sub-section in financial sector of Uganda economy is high rate of labor turnover and poor service delivery, therefore, we recommend that management should empower their employees, in order to attract staff retention, loyalty and commitment.