Structural Relationship between Dimensions of Psychological Empowerment, Customer Oriented Behaviour and Job Satisfaction of Employees in Public Sector Banks

This study aimed to examine the structural relationship between dimensions of psychological empowerment, customer-oriented and Job satisfaction among the employees in public-sector Banks. Psychological empowerment promotes the employees to use their knowledge, experience, capacities and innovative ness by bearing accountability for their jobs and it leads to customer-oriented behavior. Customer oriented behavior provides basis for forward progress and continued existence of banks in a highly competitive banking environment and increases their profitability. Customer oriented behavior is highly mediating relation between psychological empowerment and quality of service and it enhances satisfaction of customers and their loyalty towards banks. The results revealed that the impact, competence, self-determination and meaningfulness are positively and directly influencing customer-oriented behavior of employees in public sector banks. Besides, customer-oriented behavior is positively and directly influencing job satisfaction of employees in public sector banks. This study offers new insights into the existing literature and provides implications and directions for future research.