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MOTIVATING SUCCESS: A STUDY OF EMPLYEE EMPOWERMENT'S LINK TO CUSTOMER SATISFACTION AND SALES PERFORMANCE
Abstract:
Empowering employees is a key factor in organisational success, as it boosts motivation and improves individual performance. The aim of this paper is to determine the link between employee empowerment and customer satisfaction as well as sales performance. Sixty (n = 60) employees of a renowned insurance company in Serbia completed two surveys. Data was collected through use of surveys digitally delivered to participants. The data was analysed using SPSS 21.0. The findings of this study show a positive relationship between employee empowerment and customer satisfaction. Empowered employees demonstrate a greater sense of ownership and responsibility, leading to improved customer interactions and increased satisfaction levels. The results highlight the key role of the employee empowerment in achieving customer satisfaction and sales performance. This study provides valuable insights for managers and decision-makers who want to implement effective empowerment strategies that bring positive results for both the employees and the organisation as a whole
CITATION:
IEEE format
M. Prebeg, “Motivating success: A study of emplyee empowerment's link to customer satisfaction and sales performance,” in FINIZ 2023 - Sustainable development as a measure of modern business success, Belgrade, Singidunum University, Serbia, 2023, pp. 114-118. doi: 10.15308/finiz-2023-114-118
APA format
Prebeg, M. (2023). Motivating success: A study of emplyee empowerment's link to customer satisfaction and sales performance. Paper presented at FINIZ 2023 - Sustainable development as a measure of modern business success. doi:10.15308/finiz-2023-114-118
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