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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/3427

Title: Internal service climate and psychological empowerment effect on employees’ job satisfaction The CASE STUDY OF ETHIOPIAN ELECTRIC POWER CORPORATION
Keywords: Business A DMINISTRATION
Copyright: Jun-2011
Date Added: 19-Jul-2012
Publisher: AAU
Abstract: According to recent figures, services account for over 50 percent of gross domestic product in many countries and over one quarter of world trade. In a dynamic, global business environment, service industries try to compete by providing high-quality customer service via empowering their workforce. Currently both industry and academia have shown a growing interest in the concept of employee empowerment. Empowerment has become particularly important for services, aiming to control or enhance service quality and customer satisfaction at the point of service production. Furthermore, empowerment increases job satisfaction and reduces role stress. The main purpose of this study was to explore the relation and effect of internal service climate and psychological empowerment on employees’ job satisfaction. The research has been designed as a case study. Both primary and secondary data were used in the research. A survey questionnaire with five point Likert scale was a main tool for gathering primary data about internal service climate and psychological empowerment effect on job satisfaction. A total of 80 (18% of the population) participants in the Head office and one randomly selected region of Addis Ababa District Coordinator Office participated in filling the questionnaires. These participants were selected using convenience sampling method. The findings of this study indicated that respondents have medium satisfaction on the current internal service climate and psychological empowerment of the corporation. The correlation result indicates there is positive relationship between internal service climate and psychological empowerment. Similarly, based on linear regression result Internal service climate and psychological empowerment have a positive effect on job satisfaction
Description: A thesis Submitted to the School OF BUSINESS AND PUBIC ADMINISTRATION of Addis Ababa University in Partial fulfillment of the requirements for the Degree of art in Master of Business Administration
URI: http://hdl.handle.net/123456789/3427
Appears in:Thesis - Business Adminstration

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