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Register a new userThe Impact of Employee Empowerment on Coutomer Satisfaction A Survey of Privte Insurance Company lattakia
أثر التمكين الهيكلي و النفسي للموظفين في رضا العملاء دراسة مسحية على شركات التأمين الخاصة في اللاذقية
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Syrian Virtual University رسالة ماجستير
Publication date
2016
and research's language is
العربية
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Shamra Editor
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يهدف البحث إلى وصف واقع تمكين الموظفين, و كذلك وصف واقع رضا العملاء في شركات التأمين الخاصة في مدينة اللاذقية. و كذلك التعرف على أثر أبعاد التمكين في شركات التأمين الخاصة في رضا العملاء.
The research aims to describe the reality of empowering employees. And also to describe the reality of customer satisfaction in the private insurance companies in the city of Lattakia. As well as to identify the impact of the empowerment dimensions in the private insurance companies in customer satisfaction.
References used
Akbar, S; Yousaf, M; Haq, N. (2011). Impact of Employee Empowerment on Job Satisfaction: An Empirical Analysis of Pakistani Service Industry. Inerdisciplinary Journal of Contemporary Research in Business. Vol 2, No 11
Aydin, S. , and ozar, G., (2005). National customer satisfaction indices: on implementation in the Turkish mobile telephone market.Marketing intelligence and planning
Bowen, D.E. and Lawler, E.E ). 1995(. “Empowerment of service employee ”, Sloan Management Review, Summer, pp.73-84
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This study tries to see if there is a possible relationship between liquidity, solvency as well as administrative efficiency and profitability ratios of private insurance companies during the period (2009-2013).The study tries to do so, using methods
of statistical and financial analysis, particularly SPSS statistical software. Annual changes are calculated for each of the ratios studied, in addition to the average rate of change or growth during the period studied. The relationship between each of the ratios studied (liquidity, solvency, and administrative efficiency) and profitability is also analyzed to see the effect of each of these ratios on profitability, using simple regression. The most influential figure affecting profitability is then determined using multiple regression.
The study concluds that the relationship between the ratio of liquidity and profitability of the insurance companies is an inverse relationship, very durable and statistically significant. The relationship between the ratio of the solvency and profitability of insurance companies is a positive relationship, very tough and statistically significant, while the relationship between ratio of administrative efficiency and profitability of insurance companies is a positive relationship, very strong and statistically significant. The solvency ratio is the most influential in the insurance companies. This confirms that the nature of the work in insurance companies is based on the principle of return and risk.
The study recommends encouraging scientific research in the field of insurance, and the adoption of global studies related to insurance. It suggests work in coordination with universities and institutes to hold specialized seminars, meetings and distribute pamphlets to spread awareness of insurance. It also recommends that insurance companies work to diversify their investments and abandon conservative policies. The research also recommends activation of the partnership between the insurance companies and local banks as a way to contribute to achieving economic and social development.
The research aims to analyze the reality of the health service in the Syrian private
hospitals in Lattakia City; by answering the following questions:
* What is the level of the health service in hospitals in terms of the availability of the
follo
wing basic dimensions: Tangibility, empathy, responsiveness, assurance and security,
reliability and credibility?
* What is the impact of the dimensions of health service quality in customer
satisfaction?
The survey form was designed and distributed to (105) customer of the patients who
checked in private hospitals in Lattakia City, where a convenience sample was chosen.
The results of research indicated, that there is a good understanding of the following
dimensions: Tangibility, empathy, responsiveness, and assurance and security between
members of the research sample. The study results also indicated that there is a significant
and positive effect of (empathy and emphasize security and reliability) dimensions on
customer satisfaction as dependent variable, which the regression model explained (80%)
of the differences in customer satisfaction, while Tangibility and speed of response did not
affect customer satisfaction as a dependent variable.
This research studies the reality of the insurance sector in the Syrian Arab Republic during the period between 1990-2012, identifying most important private companies that have entered the domestic insurance market. It also tries to examine distribu
tion of demand between them and the Syrian General Organization Insurance by comparing the volume of insurance premiums before and after the entry of private companies to market insurance in Syria. These companies play an important role, increasing the demand for insurance products
One of the main conclusions of this research relates to the role of private insurance companies in increasing the size of the insurance demand. However, index of insurance penetration shows weakness of the Syrian insurance sector with demand focused on auto insurance.
Organizations continuously seek to improve their performance in order to ensure their
growth and stability in the market, especially in light of the risk and uncertainty which both of
them have an adversely affects on the performance of organizatio
ns. Consequently,
organizations have to adapt mechanisms enable them coping with uncertainty situation and its
consequences.
This study aimed to investigate the impact of the strategic flexibility on the performance
of insurance companies in Tartous, it has been getting the data had collected through a
questionnaire which designed to measure the strategic flexibility, and to measure overall
performance (efficiency and effectiveness), questionnaire had distributed to managers and
heads of departments at insurance companies in Tartous city. SPSS (18) was used for data
analyzing.
The study showed a significant relationship between both (initiative strategic flexibility
– reaction flexibility) and efficient performance in insurance companies , the value of the
correlation coefficient between independent variables and the dependent variable (efficiency)
was r= 0.569, (a positive correlation), and the coefficient of determination r 2 = 32.3%, that
means the independent variable (strategic flexibility) explains 32.3% of dependent variable
changes of (the efficiency) and remainder Complement ratio relates to other factors did not
note by this study.
In addition to that, study showed a significant relationship between (both (initiative strategic
flexibility – reaction flexibility) effectiveness at insurance companies, the value of the
correlation coefficient between independent variables and the dependent variable
(effectiveness) was r= 0.74, a positive correlation, and the coefficient of determination r 2
=54.8%. That means the independent variable (strategic flexibility) explains 32.3% of
dependent variable changes of (the effectiveness) and remainder Complement ratio relates to
other factors did not note by this study.
This study aimed at exploring the effect of the empowerment in job satisfaction
among workers at Syrian banks .To achieve the objectives of study a questionnaire was
developed to collect data from the study sample, a total of 120 questionnaires wer
e
distributed of which 90 questionnaires were returned and were ready for analysis Data
were
analyzed using a number of statistical techniques including: the mean, standard
deviationand Stepwise Multiple Regression, ..etc. it was found that the independent
variables of empowerment (effective communication, motivation, training, and team work)
affect the dependent variable (job satisfaction).While the delegation of authority does not
have a statistically significant effect.
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