Payame Noor University Public Organizations Management 2322-522X 2 2 2014 03 21 Investigating the Impact of Employee Empowerment on Service Quality and Customer Loyalty with an Emphasis on the Mediating Role of Customer Satisfaction in the Banking Industry Investigating the Impact of Employee Empowerment on Service Quality and Customer Loyalty with an Emphasis on the Mediating Role of Customer Satisfaction in the Banking Industry 51 65 1702 FA Saeed Jafarinia Rasool Darvishon Nejad Journal Article 2014 12 07 This study, in an attempt to assess the impact of employee empowerment on customer loyalty with emphasis on the role of intermediary service quality and customer satisfaction in the banking industry. The aim of this research is descriptive and functional. The study population included all employees and 53 branches of Bank Melli Iran in the city of Ahvaz. To collect data and measure the variables used two questionnaires based on Likert scale. In order to analyze and assess the hypothesis that an approach based on technology, Partial Least Squares variance, Smart-PLS software was used.The results show that empowering employees through the mediation service quality has an impact on customer loyalty, but through the mediator does not affect customer satisfaction on customer loyalty. This study, in an attempt to assess the impact of employee empowerment on customer loyalty with emphasis on the role of intermediary service quality and customer satisfaction in the banking industry. The aim of this research is descriptive and functional. The study population included all employees and 53 branches of Bank Melli Iran in the city of Ahvaz. To collect data and measure the variables used two questionnaires based on Likert scale. In order to analyze and assess the hypothesis that an approach based on technology, Partial Least Squares variance, Smart-PLS software was used.The results show that empowering employees through the mediation service quality has an impact on customer loyalty, but through the mediator does not affect customer satisfaction on customer loyalty.

https://ipom.journals.pnu.ac.ir/article_1702_388e063ff41eccb4ed08dcd5df30e93e.pdf