Top management leadership,

employee empowerment, job

satisfaction, and customer

satisfaction in TQM

organizations

ByJaveria Malik

Yumna Idrees

Fatima Kamal

Fatima Naeem

Abstract

• Variables Top management leadership

Employee empowerment

Job satisfaction

Customer satisfaction

• PurposeFind out the relationship between these variables.

Abstract (cont...)

• Methodology

Quantitative study( Questionnaire)

• Limitation

Treatment of top management role and

empowerment conceptually as separate

• Findings

Result reveal positive correlation

Introduction

• Survival of organizations

• Searching for techniques

• TQM tenets

Objective of the study

• Provide empirical assessment of

relationship between these variables

• Provide empirical assessment for

TQM-based literature

Literature review

Author Year of

publication

Result

Bowen and

Lawler

1992 Define empowerment as sharing

information with front-line

employees about organization’s

performance.

Blackburn and

Rosen

1993 Primary objective of employee

empowerment

William and

Anderson

1991 A strong relationship between

job satisfaction and performance

exists only when job satisfaction

results in employee

organizational commitment.

Hypothesis

• Hypothesis 1:

Top management leadership and

commitment are positively associated with

employee empowerment.

• Hypothesis 2:

Employee empowerment is positively

associated with job satisfaction.

Hypothesis (cont…)

• Hypothesis 3a:

Employee empowerment is positively

associated with customer satisfaction.

• Hypothesis 3b:

Employee job satisfaction is positively

associated with customer satisfaction.