IMPACT OF EMPLOYEE EMPOWERMENT ON QUALITY SERVICE- the case of Woliso Hospital

Abstract

The study attempted to examine the impact of employee empowerment on quality service in case of Woliso St. Lukas Hospital. The general objective of the study was to investigating the impact of employee empowerment on quality service in case of Woliso St. Lukas hospital the study is conducted at Woliso St. Lukas hospital. In the study many past literatures were reviewed. The total population of the organization is 403 from this population the researcher takes a sample of 80 employees based on simple random sampling. The study used primary data which is analyzed using percentage and table. The collected data were analyzed by using table, percentage and frequency. The major finding of the study is that, Empowerments of the employee enable the employees to own the job, freedom in doing their job and individually respond to customer needs in an excellent fashion, concerning the customer satisfaction, almost more than half of the customers were getting satisfaction from the service provided by the hospital but the organization takes too much time to deliver the service, which have direct effect on the quality of the service and customer satisfaction. So that the researcher recommend, since the service quality is a critical factor in affecting customer satisfaction, the hospital has to give considerable attention to service quality, since quality has direct relationship with satisfaction and the hospital should deliver the service at the right time because time is the most valuable asset at hospital.