THE RELATIONSHIP BETWEEN EMPLOYEE EMPOWERMENT, SERVICE QUALITY AND EMPLOYEE JOB SATISFACTION: A CASE STUDY AT BOSCH VIETNAM CO., LTD
0
Section:
Business Administration, Marketing, Commerce, and Tourism
Main Article Content
Abstract
Employee job satisfaction plays a crucial role in organizational success, particularly in manufacturing industries. While service quality and employee empowerment are recognized 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 analyzing the direct impact of service quality on employee satisfaction and indirect impact through the mediating role of employee empowerment. This study employs a quantitative approach using Structural Equation Modeling (SEM) via SmartPLS to analyze 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, such as proper work resources, feel more motivated and engaged. Moreover, empowerment fosters autonomy, creativity, and problem-solving skills, further enhancing job satisfaction. These findings contribute to the theoretical understanding of workplace dynamics by integrating service quality and empowerment into job satisfaction research in manufacturing industry.
Keywords
Service quality; Job satisfaction; Employee empowerment; PLS-SEM
Article Details
Field of Economic (JEL Codes)
M11 - Production Management - M12 - Personnel Management • Executives; Executive Compensation - Business Administration
References
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Eliyana, A., Ma’arif, S., & Muzakki. (2019). Job satisfaction and organizational commitment effect in the transformational leadership towards employee performance. European Research on Management and Business Economics, 25(3), 144–150. https://doi.org/10.1016/j.iedeen.2019.05.00
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How to Cite
Hieu, P. N. K., Nguyen, T. A. V., & Nguyen, T. K. N. THE RELATIONSHIP BETWEEN EMPLOYEE EMPOWERMENT, SERVICE QUALITY AND EMPLOYEE JOB SATISFACTION: A CASE STUDY AT BOSCH VIETNAM CO., LTD. Journal of Finance - Marketing Research, 3(2). Retrieved July 10, 2025, from https://jfm.edu.vn/index.php/jfme/article/view/865