The relationship between employee empowerment, service quality and employee job satisfaction: A case study at Bosch Vietnam Co., Ltd

Tóm tắt

Employee job satisfaction plays a crucial role in organisational success, particularly in manufacturing industries. While service quality and employee empowerment are recognised as key drivers of job satisfaction, their interrelationship remains underexplored, especially in multinational manufacturing firms in Vietnam. Existing research predominantly focuses on service quality from a customer perspective, neglecting its impact on employee satisfaction. Additionally, the mediating role of empowerment in linking service quality to job satisfaction lacks sufficient empirical validation. This study addresses these gaps by analysing the direct impact of service quality on employee satisfaction and the indirect impact through the mediating role of employee empowerment. This study employs a quantitative approach using Structural Equation Modeling (SEM) via SmartPLS to analyse survey data from 202 employees at Bosch Vietnam Co., Ltd. The results reveal that service quality positively influences job satisfaction, with employee empowerment playing a crucial mediating role. Employees who receive strong internal service support feel more motivated and engaged. Empowerment also encourages independence, creativity, and the ability to solve problems, all of which make people happier at work. These findings contribute to the understanding of workplace dynamics by integrating service quality and empowerment into job satisfaction in the manufacturing industry.