Abbasi, Muhammad Mudassar; Khan, M Mushtaq; Rashid, Kashif - In: The IUP Journal of Bank Management X (2011) 4, pp. 47-60
The paper focuses on determining the impact of employee empowerment on service quality and customer satisfaction in the banking sector of Pakistan. The data was collected from a random sample of middle and lower management staff and the customers of the banks through questionnaires. Statistical...