Nergz Gharib Abdullah1 and Osman Durmaz2
1,2Tishk International University, Sulaymaniyah, Kurdistan Region of Iraq
Email: [email protected], [email protected]
DOI: 10.23918/ICABEP2022p45
Abstract
The research studies the effects of empowerment types on the service quality perceptions of customers among various small and medium enterprises in the Kurdistan Region of Iraq. The data was collected from dual-channel; empowerment-related questions were asked to the employees while service quality-related questions were asked to the customers of the concerning enterprise. In total, 154 data was collected from employees and 200 from the customers. In the analysis, customers’ data was merged with the data from the employees in order to test the hypotheses. After the validity and reliability analysis, multiple regression analysis was proposed to test the hypothesis. Based on the results, it was observed that psychological empowerment was negatively affecting the service quality perceptions of customers. The reasons and suggestions were added in the conclusion part.
Keywords: Service quality, customers’ perceptions, structural empowerment, psychological empowerment
ICABEP2022
4th International Conference on Accounting, Business, Economics and Politics
Organized by
Tishk International University, College of Administration and Economics, Salahaddin University-Erbil, and
University of Szczecin, Poland.
