The impact of employees' Motivation and Empowerment on Delivering Service Quality to Enhance Customer Satisfaction: Case Company X

Abstract

The main objective of this thesis is to assess the impact of employee motivation and empowerment on delivering quality service towards the enhancement of customer satisfaction for Company X of Namibia. The main purpose is to assist the management of Company X in finding the various measures that can be adopted to motivate and empower the employees.

To analyse the current situation prevailing within the organization under review a qualitative research approach was used in this study. The research material was collected with the help of a questionnaire, which was designed for both customers and employees to obtain essential information.

The theoretical section reviews a range of relevant literature which is related to the research topic, categorises the research questions into relevant themes, and concludes with some suggestions as to how to approach empirical research on employees’ motivation and empowerment.

Despite this, future research is recommended to establish whether the management of Company X Namibia need to adopt the Maslow hierarchy of needs and Herzberg motivational factors technique to motivate and empower employees in order to improve quality in service delivery.