Ahmet Damir
Business and Management Department. Tishk International University
Sulaymaniyah Campus, Sulaymaniyah, Kurdistan Region/Iraq.
Email: [email protected]
DOI: 10.23918/ICABEP2022p21
Abstract
The current paper aims to elaborate on the impacts of structural and psychological empowerment on the service quality perceptions of the customers at various SMEs. In this respect, we collected data from the host of SMEs in the Kurdistan Region of Iraq. The data was collected from multi-sources; empowerment questions were asked to the employees and service quality questions were asked to the customers. The results evaluated proposing structural equations modelling. Given in the findings, psychological empowerment negatively and significantly affected the service quality perceptions of the customers while structural empowerment influenced positively. Hence, it was revealed that empowerment doesn’t absolutely boost service quality perceptions. If some other elements such as training and education are not paid attention to, it might negatively affect the perceptions of the customers. This study empirically proves it and reasons were elucidated along with the suggestions in the last part of the paper.
Keywords: Structural empowerment, psychological empowerment, service quality, education
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.
