Title: May empowerments affect the service quality negatively? A case in Kurdistan region of Iraq

Authors: Ahmet Demir

Addresses: Tishk International University, Chaq Chaq, Qularaisi, Sulaymaniyah, Iraq

Abstract: Current paper aims to elaborate on the impacts of structural and psychological empowerment on the service quality perceptions of the customers of SMEs. In this respect, empirical findings methodology was applied to achieve the aim of the study. Data was collected from the SMEs in Kurdistan Region of Iraq. Additionally, 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 the service quality perceptions. It was observed as moderation analysis that education level significantly moderated the impact of psychological empowerment on the service quality. Current study suggests some theoretical and managerial perspectives in the concerning aspects.

Keywords: empowerment; structural empowerment; psychological empowerment; service quality; small and medium enterprises; service quality at SMEs.

DOI: 10.1504/IJAMS.2024.142365

International Journal of Applied Management Science, 2024 Vol.16 No.4, pp.436 - 463

Received: 13 Dec 2023
Accepted: 28 Feb 2024
Published online: 25 Oct 2024 *

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