An Investigation into the Relationship among Motivational Ability of Service Provider, Job Empowerment and Burnout and Customer Satisfaction

Abstract

Abstract. This study aimed to investigate the relationship among motivational ability of service provider, empowerment and job burnout and customers’ satisfaction so that a suitable approach will be provided to help service-oriented organizations for customer satisfaction and achievement of organizations’ objectives. In this study, the branches of Bank Saderat Iran (BSI) across the country were considered as the study population. Through Morgan and Krejcie Table, the statistical sample was selected at two levels: first, 384 employees with at least three years working at the bank and second, 384 customers having a bank account for at least three years. The study methodology was correlational in which two questionnaires were used to independently and separately collect information. The first questionnaire was a researcher-made which examined the independent variables in the present study. This questionnaire is a combination of standard available questionnaires for such variables applying the opinions of professors and advisors in the field. The second one was SERVQUAL questionnaire to measure customers’ satisfaction. Their Cronbach's alpha coefficients were obtained as 863% and 874%, respectively which are considered as high reliability. Finally, the data were analyzed using SPSS software and to test the study hypotheses, Pearson and Regression tests were run. The following results were obtained: there was a significant and positive relationship between motivational ability of service provider and empowerment with customers’ satisfaction, while there was a significant and negative relationship between job burnout and customers’ satisfaction i.e. by increasing job burnout in employees, the rate of customers’ satisfaction decreases and it was also determined that increasing employees empowerment leads to a reduction in job burnout.