CHAPTER # 4

ANALYSES & RESULTS

4.1 Introduction
In this part, the authors will analyze and interpret the data which is got through the methods
mentioned above. A single case analysis will first be used and structured according to each bank
interviewed, further a cross case analysis will be undertaken and structured according to the
model.
4.2 Analyses and Discussions

4.2.1 Descriptive Analysis

Descriptive Analysis refers to how will collect data and represent it in a form that we may be
able to define the concrete proof of what we are trying to achieve through our study while
considering numerical value which are authentic and calculated with reliable source of
computation, in the following information through various mythological concerns have been
posted with their interpretation.

Descriptive Statistics

Minimum Maximum

Mean

Std.
Deviation

employee
empowerment cp

100

2.00

5.00

4.0000

.84087

effectiveness and
efficiency

100

1.00

5.00

4.0300

1.08670

service quality

100

1.00

5.00

3.7000

.90453

employee rewards

100

1.00

5.00

3.4300

1.29689

quick problem solving

100

1.00

5.00

3.6900

1.07021

customer satisfaction

100

1.00

5.00

4.5000

.84686

Valid N (list wise)

100

Interpretation

The mean and standard deviation values of all the variables are presented in the table above .This
output shows, for each of the 6 variables, the number (N) of participants with no missing data on
that variable. The Valid N, (list wise) is the number 100 who have no missing data on any
variable. The table also shows the minimum and maximum scores that any participant on that
variable.
The whole table represents that questions description posted there are total 100 respondents
while their range of position answers on the data collection method (questionnaire) upon
discussed question variable to variable differs among them maximum value (5) represents last
answering option choose by the respondents and minimum value (1) represents most high end
option chooses by an respondent in a particular category further mean values represents the
overall computed calculation of the discussed data and standard deviation shows the possible
variation among the question discussed.
This table provides the mean or average score for each variable. Notice that all the mean values
are equal to or greater than moderate (i.e.3) which means there is a significant and positive
relationship between all the variables.

4.3 Frequency Table of all Nominal variables

A frequency table is a way of summarizing a set of data. It is a record of how often each value
(or set of values) of the variable in question occurs. It may be enhanced by the addition of
percentages that fall into each category. A frequency table is used to summarize categorical,
nominal, and ordinal data. It may also be used to summarize continuous data once the data set
has been divided up into sensible groups. When we have more than one categorical variable in
our data set, a frequency table is sometimes called a contingency table because the figures found
in the rows are contingent upon (dependent upon) those found in the columns.

Statistics
gender
N

Valid

100

Missin
0
g
Interpretation:
This table shows the missing values in the questionnaire and in the present table there is no
missing value, it means 100 participants participated in the survey and answered all the
statements mentioned in the questionnaire.
Gender

Valid

Frequency

Percent

Valid Percent

Cumulative
Percent

male

75

75.0

75.0

75.0

female

25

25.0

25.0

100.0

Total

100

100.0

100.0

Interpretation:
This question is asked just to know about the ratio of male and female participated in the survey
and according to the results the ratio is 75% male and 25% females. Showing that the past trends
are changing now and women are coming to work in the fields. Now banks are hiring the
employees on the bases of there abilities not on their genders.

Statistics
Age
N

Valid

100

Missing 0

Interpretation:
The above table shows the missing values. The answering options which are left blank by the
respondent and in the present table there is no missing value, it means 100 participants
participated in the survey and answered all the statements mentioned in the questionnaire.

Age

Valid

Frequency

Percent

Cumulative
Valid Percent Percent

less than 25

11

11.0

11.0

11.0

25 to 35

42

42.0

42.0

53.0

35 to 45

37

37.0

37.0

90.0

45 plus

10

10.0

10.0

100.0

Total

100

100.0

100.0

Interpretation:
The above question has been asked to know about the age of the candidate to find out in what
age category he belongs. The age also reflects the experience of a person and his attitude towards
the practical life. The result showed that 11% of the people who are working in different banks
are less than 25. People who are in this age bracket as it is normally anticipated that young blood
is more passionate towards the achievement of the goals. Similarly the results showed that 42%
people are employed who are between the age of 25-35 and usually People between the age
bracket of 35- 45 are 37% and 45% are those people who have experience and are on the higher
posts.

3.4 Bar charts

A bar chart is a way of summarizing a set of categorical data. It is often used in exploratory data
analysis to illustrate the major features of the distribution of the data in a convenient form. It
displays the data using a number of rectangles, of the same width, each of which represents a

particular category. The length (and hence area) of each rectangle is proportional to the number
of cases in the category it represents, for example, age group, religious affiliation. Bar charts are
used to summarize nominal or ordinal data. Bar charts can be displayed horizontally or vertically
and they are usually drawn with a gap between the bars (rectangles), whereas the bars of a
histogram are drawn immediately next to each other.

Interpretation:
The above graph is showing the responses of the respondents regarding gender. Most of the
participants lies in male category. This graph also presents that a large number of women are
living at home in Pakistan or working in other fields. Only 25% women are working in the
banking institutes whereas the ratio of men employed in banks of Pakistan is 75%.

Interpretation:
The above bar graph is presenting the different age groups of employees working in different
banks of Pakistan. Approximately people from all age groups are working which is an
encouraging point. The people belong from the age of 25-35 are above are high in number. They
are the people who are informed about market trends as well as have practical knowledge.
Whereas the ratio of young talent recently coming from the educational institutes with passion
and latest knowledge are 11%.These are people who will have to command the future of banking
institutions of Pakistan. These include internees, fresh graduate and post-graduates.
3.5 Scatter plot
A scatter plot is a useful summary of a set of bivariate data (two variables), usually drawn before
working out a linear correlation coefficient or fitting a regression line. It gives a good visual
picture of the relationship between the two variables, and aids the interpretation of the
correlation coefficient or regression model. Each unit contributes one point to the scatter plot, on
which points are plotted but not joined. The resulting pattern indicates the type and strength of
the relationship between the two variables.

Interpretation:
In the above diagram, it has been clear that the value of R Sq Quadratic is 0.084 and value of R
Sq Linear is 0.04. Now, the following calculations are as under,

R Sq Quadratic

0.084

R Sq Linear

0.04

Result

0.04> 0.05----linear

0.04 is less than 0.05 there will be a linear co-relation between employee empowerment and
effectiveness and efficiency. There is existing positive-weak correlation.

Interpretation:
In the above diagram, it has been clear that the value of R Sq Quadratic is 0.134 and value of R
Sq Linear is 0.078. Now, the following calculations are as under,
R Sq Quadratic

0.134

R Sq Linear

0.078

------------------------------------------------------------------------------Result

0.05 = 0.05----------------> Linear.

Result 0.05 is equal to 0.05; it means there is a moderate relationship between two variables.

Interpretation:
In the above diagram, it has been clear that the value of R Sq Quadratic is 0.101and value of R
Sq Linear is 0.025. Now, the following calculations are as under,
R Sq Quadratic

0.101

R
Sq
0.025

Linear

------------------------------------------------------------------------------Result

0.07< 0.05----------------> Linear.

Result 0.07 is greater than 0.05, it means there existing non linear correlation between two
variables. there is positive relationship between employee empowerment and quick problem
solving.

Interpretation:
In the above diagram, it has been clear that the value of R Sq Quadratic is 0.117 and value of R
Sq Linear is 0.117. Now, the following calculations are as under,

R Sq Quadratic

0.117

R Sq Linear

0.117

------------------------------------------------------------------------------Result

0 < 0.05----------------> Linear.

The above diagram presenting the result is less than 0.05 that means there will be Liner
correlation existing between employee empowerment and trust building. there is positive
relationship between two variables.

Interpretation:
In the above diagram, it has been clear that the value of R Sq Quadratic is 0.327 and value of R
Sq Linear is 0.179. Now, the following calculations are as under,
R Sq Quadratic

0.327

R Sq Linear

0.179

------------------------------------------------------------------------------Result

0.14 < 0.05----------------> Linear.

Result 0.14 is greater than 0.05, it means there is non linear correlation and both variables are
positively related with each other.

Interpretation:
In the above diagram, it has been clear that the value of R Sq Quadratic is 0.006 and value of R
Sq Linear is 0.006. Now, the following calculations are as under,
R Sq Quadratic

0.006

R Sq Linear

0.006

------------------------------------------------------------------------------Result

0 < 0.05----------------> Linear.

The above diagram presenting the result is less than 0.05 that means there will be Liner
correlation existing between service quality and customer satisfaction. There is negative
relationship between two variables.

Interpretation:

In the above diagram, it has been clear that the value of R Sq Quadratic is 0.023 and value of R
Sq Linear is 0.023. Now, the following calculations are as under,
R Sq Quadratic

0.023

R Sq Linear

0.023

------------------------------------------------------------------------------Result

0 < 0.05----------------> Linear.

In the above diagram the result 0 is less than 0.05 that means there will be Liner correlation
existing between quick problem solving and customer satisfaction. There is negative relationship
between two variables.

Interpretation:

In the above diagram, it has been clear that the value of R Sq Quadratic is 0.219 and value of R
Sq Linear is 0.172. Now, the following calculations are as under,
R Sq Quadratic

0.219

R Sq Linear

0.172

------------------------------------------------------------------------------Result

0.04 < 0.05----------------> Linear.

The above result shows 0.04 is less than 0.05 there will be a linear co-relation between trust
building and customer satisfaction. There is existing positive-weak correlation.
3.6 Regression
In this part of the chapter, we will define the relationship between the dependent and independent
variable.
Hypothesis
Employee empowerment and customer satisfaction
H0: Employee empowerment does not have significant impact on customer
Satisfaction.

H1: Employee empowerment has significant impact on customer satisfaction.

Variables Entered/Removedb
Variables
Model Entered
1

Variables
Removed

employee
empowerment .
cpa

Method

Enter

a. All requested variables entered.

b. Dependent Variable: customer satisfaction

Model Summary

Model R
1

.128a

Adjusted
R Square Square
.016

.006

R Std. Error of
the Estimate
.84421

a. Predictors: (Constant), employee empowerment cp

b. Dependent Variable: customer satisfaction
Interpretation
From the above Table we can watch the affect of employee empowerment on employee customer
satisfaction. For this, we will have to consider the value of adjusted R Square .The value of
Adjusted R square will tell us that how much employee empowerment affects on customer
satisfaction. So, it is clear that from the values of Adjusted R Square which is 0.006.So at the end
we can say this that employee empowerment affect customer satisfaction 0.006 times.

ANOVAb
Sum
Squares

Model
1

of
Df

Mean Square F

Sig.

Regression 1.157

1.157

.206a

Residual

69.843

98

.713

Total

71.000

99

1.624

a. Predictors: (Constant), employee empowerment cp

b. Dependent Variable: customer satisfaction

Coefficientsa
Unstandardized
Coefficients

Standardized
Coefficients

Std. Error

Beta

(Constant)

3.986

.412

employee
empowerment cp

.129

.101

Model
1

.128

Sig.

9.666

.000

1.274

.206

a. Dependent Variable: customer satisfaction

Explanation:The table shows the relationship between employee empowerment and customer satisfaction.
Here Significance level is 0.206.which is 0.206 >0.05.SO in this case Null Hypothesis (Ho) is
accepted and Alternative Hypothesis (H1) is rejected. So, at the end we can say that There is no
relationship between employee empowerment and customer satisfaction.
Employee empowerment and effectiveness & efficiency
H0: Employee empowerment does not have significant impact on effectiveness
& efficiency.
H2: Employee empowerment has significant impact on effectiveness &

Efficiency.

Variables Entered/Removed
Variables
Model Entered
1

Variables
Removed

employee
empowerment .
cpa

Method

Enter

a. All requested variables entered.

b. Dependent Variable: effectiveness and
efficiency

Model Summary

Model R
1

.199a

Adjusted
R Square Square
.040

.030

R Std. Error of
the Estimate
1.07039

a. Predictors: (Constant), employee empowerment cp

b. Dependent Variable: effectiveness and efficiency
Interpretation
From the above Table we can watch the affect of employee empowerment on effectiveness and
efficiency. For this, we will have to consider the value of adjusted R Square .The value of
Adjusted R square will tell us that how much employee empowerment affects on effectiveness
and efficiency. So, it is clear that from the values of Adjusted R Square which is 0.030.So at the
end we can say this that employee empowerment affect on effectiveness and efficiency of
employees 0.030 times

ANOVAs
Sum
Squares

Model
1

of
Df

Mean Square F

Sig.

Regression 4.629

4.629

.047a

Residual

112.281

98

1.146

Total

116.910

99

4.040

a. Predictors: (Constant), employee empowerment cp

b. Dependent Variable: effectiveness and efficiency

Coefficientsa
Unstandardized
Coefficients

Standardized
Coefficients

Std. Error

Beta

(Constant)

3.001

.523

employee
empowerment cp

.257

.128

Model
1

.199

Sig.

5.741

.000

2.010

.047

a. Dependent Variable: effectiveness and efficiency

Explanation:The table shows the relationship between employee empowerment and effectiveness and
efficiency. Here Significance level is 0.047.which is 0.047<0.05.SO in this case Null Hypothesis
(Ho) is rejected and Alternative Hypothesis (H1) is accepted. So, at the end we can say that
There is relationship between employee empowerment and effectiveness and efficiency.
Employee empowerment and service quality
H0: Employee empowerment does not have significant impact on service Quality.

H3: Employee empowerment has significant impact on service Quality.

Variables Entered/Removedb
Variables
Model Entered
1

Variables
Removed

employee
empowerment .
cpa

Method

Enter

a. All requested variables entered.

b. Dependent Variable: service quality

Model Summary

Model R
1

.279a

Adjusted
R Square Square
.078

.068

R Std. Error of
the Estimate
.87307

a. Predictors: (Constant), employee empowerment cp

b. Dependent Variable: service quality
Interpretation
From the above Table we can watch the affect of employee empowerment on service quality. For
this, we will have to consider the value of adjusted R Square .The value of Adjusted R square
will tell us that how much employee empowerment affects on service quality. So, it is clear that
from the values of Adjusted R Square which is 0.068.So at the end we can say this that employee
empowerment affect on service quality 0.068 times.

ANOVAb
Sum
Squares

Model
1

of
Df

Mean Square F

Sig.

Regression 6.300

6.300

.005a

Residual

74.700

98

.762

Total

81.000

99

8.265

a. Predictors: (Constant), employee empowerment cp

b. Dependent Variable: service quality

Coefficientsa
Unstandardized
Coefficients

Standardized
Coefficients

Std. Error

Beta

(Constant)

2.500

.426

employee
empowerment cp

.300

.104

Model
1

.279

Sig.

5.863

.000

2.875

.005

a. Dependent Variable: service quality

Explanation:The table shows the relationship between employee empowerment and service quality. Here
Significance level is 0.005.which is 0.005<0.05.SO in this case Null Hypothesis (Ho) is rejected
and Alternative Hypothesis (H1) is accepted. So, at the end we can say that There is relationship
between employee empowerment and service quality.
Employee empowerment and trust building

H0: Employee empowerment does not have significant impact on trust building.

H4: Employee empowerment has significant impact on trust building.

Variables Entered/Removedb
Variables
Model Entered
1

Variables
Removed

employee
empowerment .
cpa

Method

Enter

a. All requested variables entered.

b. Dependent
building

Variable:

employee

trust

Model Summary

Model R
1

.342a

Adjusted
R Square Square
.117

.108

R Std. Error of
the Estimate
.96350

a. Predictors: (Constant), employee empowerment cp

b. Dependent Variable: employee trust building
Interpretation
From the above Table we can watch the affect of employee empowerment on employee trust
building. For this, we will have to consider the value of adjusted R Square .The value of
Adjusted R square will tell us that how much employee empowerment affects on employee trust
building. So, it is clear that from the values of Adjusted R Square which is 0.108.So at the end
we can say this that employee empowerment affect employee trust building 0.108 times.

ANOVAb
Sum
Squares

Model
1

of
Df

Mean Square F

Sig.

Regression 12.014

12.014

.001a

Residual

90.976

98

.928

Total

102.990

99

12.942

a. Predictors: (Constant), employee empowerment cp

b. Dependent Variable: employee trust building

Coefficientsa
Unstandardized
Coefficients

Standardized
Coefficients

Std. Error

Beta

(Constant)

2.333

.471

employee
empowerment cp

.414

.115

Model
1

.342

Sig.

4.957

.000

3.597

.001

a. Dependent Variable: employee trust building

Explanation:The table shows the relationship between employee empowerment and employee trust building.
Here Significance level is 0.001.which is 0.001 < 0.05.SO in this case Null Hypothesis (Ho) is
rejected and Alternative Hypothesis (H1) is accepted. So, at the end we can say that There is
relationship between employee empowerment and quick problem solving.
Employee empowerment and quick problem solving

H0: Employee empowerment does not have significant impact on quick problem
Solving.

H5: Employee empowerment has significant impact on quick problem solving.

Variables Entered/Removedb
Variables
Model Entered
1

Variables
Removed

employee
empowerment .
cpa

Method

Enter

a. All requested variables entered.

b. Dependent Variable: quick problem solving

Model Summary

Model R
1

.157a

Adjusted
R Square Square
.025

.015

R Std. Error of
the Estimate
1.06229

a. Predictors: (Constant), employee empowerment cp

b. Dependent Variable: quick problem solving
Interpretation
From the above Table we can watch the affect of employee empowerment on quick problem
solving. For this, we will have to consider the value of adjusted R Square .The value of Adjusted
R square will tell us that how much employee empowerment affects on quick problem solving.
So, it is clear that from the values of Adjusted R Square which is 0.015.So at the end we can say
this that employee empowerment affect quick problem solving 0.015 times.

ANOVAb
Model
1

Sum of Squares

df

Mean Square

Regression

2.800

2.800

2.481

Residual

110.590

98

1.128

Total

113.390

99

a. Predictors: (Constant), employee empowerment cp

Coefficientsa
Unstandardized
Coefficients

Standardized
Coefficients

Std. Error

Beta

(Constant)

2.890

.519

employee
empowerment cp

.200

.127

Model
1

.157

Sig.

5.570

.000

1.575

.118

a. Dependent Variable: quick problem solving

Explanation:The table shows the relationship between employee empowerment and quick problem solving.
Here Significance level is 0.118.which is 0.118 >0.05.SO in this case Null Hypothesis (Ho) is
accepted and Alternative Hypothesis (H1) is rejected. So, at the end we can say that There is no
relationship between employee empowerment and quick problem solving.

3.7 Correlations
In this section the correlation between each of the variables are computed and adressed.The
results are presented in the table. for the ease of analyses only correlation values more than 0.05
assumed to be important for further analyses. In correlation we will go for Pearson because for
Pearson there should be two conditions which Are as
1. Relationship between variable should be Linear.

2. Data should be normally distributed.

Through correlation we can know this thing that there is association between these variables

orrelations
employee
effectivene
empowerment ss
and service
cp
efficiency quality

mployee
mpowerment cp

fectiveness
ficiency

Pearson
Correlation

.199*

.279**

.157

.342**

.128

.047

.005

.118

.001

.206

100

100

100

100

100

100

.199*

.328**

.173

.611**

.423**

.001

.085

.000

.000

Sig. (2-tailed)
N
and Pearson
Correlation

rvice quality

Sig. (2-tailed) .047

N

100

100

100

100

100

100

Pearson
Correlation

.279**

.328**

.633**

.336**

-.079

.000

.001

.434

Sig. (2-tailed) .005

.001

100

100

100

100

100

100

.157

.173

.633**

.228*

-.150

Sig. (2-tailed) .118

.085

.000

.022

.135

100

100

100

100

100

100

.342**

.611**

.336**

.228*

.415**

Sig. (2-tailed) .001

.000

.001

.022

100

100

100

100

100

100

Pearson
Correlation

.128

.423**

-.079

-.150

.415**

.000

.434

.135

.000

uick problem solving Pearson

Correlation

mployee trust building Pearson

Correlation

ustomer satisfaction

quick
employe
problem e
trust
solving building customer satisfaction

Sig. (2-tailed) .206

.000

orrelations
employee
effectivene
empowerment ss
and service
cp
efficiency quality

mployee
mpowerment cp

fectiveness
ficiency

Pearson
Correlation

.199*

.279**

.157

.342**

.128

.047

.005

.118

.001

.206

100

100

100

100

100

100

.199*

.328**

.173

.611**

.423**

.001

.085

.000

.000

Sig. (2-tailed)
N
and Pearson
Correlation

rvice quality

Sig. (2-tailed) .047

N

100

100

100

100

100

100

Pearson
Correlation

.279**

.328**

.633**

.336**

-.079

.000

.001

.434

Sig. (2-tailed) .005

.001

100

100

100

100

100

100

.157

.173

.633**

.228*

-.150

Sig. (2-tailed) .118

.085

.000

.022

.135

100

100

100

100

100

100

.342**

.611**

.336**

.228*

.415**

Sig. (2-tailed) .001

.000

.001

.022

100

100

100

100

100

100

Pearson
Correlation

.128

.423**

-.079

-.150

.415**

.000

.434

.135

.000

uick problem solving Pearson

Correlation

mployee trust building Pearson

Correlation

ustomer satisfaction

quick
employe
problem e
trust
solving building customer satisfaction

Sig. (2-tailed) .206

.000

This above Table is showing the correlation between independent and dependent variables.
Independent variable (employee empowerment) and dependent variables are effectiveness and
efficiency, service quality, quick problem solving, employee trust building and customer
satisfaction. Values are less than 0.05 or equal to 0.05; from the graph it is clear that there is
association between independent and dependent variables
Considering all values in the table it is argued that there seems not is negative correlation
between any of the variables. However this discussion and analyses valuable insight to the
managers in order to improve the quality of the services they provide to the customers to satisfy
them.

3.8 Conclusion

This study suggest that when employee empowerment is properly established and implemented
then organization will must grow because all the employees will be satisfied. Employee
empowerment affects a lot on the organizational activities regarding its growth because if the
people will be satisfied, then automatically they fulfill the requirements of the organization as
well as customers then cost will reduce and organization must grow. All the study has prove the
fact there is directly and indirectly relationship is present between these variables and these
variables affected by the on the employee empowerment. The independent variable is employee
empowerment and dependent variables are all very important in the customer satisfaction
because by the missing of any one factor there is chance the whole employee empowerment
practices will be affected by these factors. There are no doubt others factors also affect on the
employee empowerment but these are main and require more attention.

CHAPTER # 5 OVERALL
CONCLUSION

Overall thesis conclusion

5.1 Introduction

In this chapter, the authors would present the conclusions and recommendations based on the
research, to affirm whether or not the purpose of the research has been fulfilled, and how the
findings deviates or resonates with the frame of reference of the paper, and the conceptual
framework used.
5.2 Conclusion
Empowerment is difficult to establish in an organization due to the ambiguous feelings of
Management and employees about the implementation of the concept. Many organizations will
have top down management as well as empowerment initiatives, which must be managed in
because of their inconsistencies. The more that top management wants an internal commitment
from its employees, the more it must involve employees in defining work objectives, specifying
how to achieve them and setting stretch targets.
The purpose of this research thesis is to determine the extent to which the banking sector of
Pakistan practice employee empowerment, and how it impacts on customer satisfaction, has in
the authors opinion been fulfilled.
From the analysis the authors found out that empowerment motivates the employees to greater
service, and creates a greater sense of accomplishment or satisfaction in their jobs; by reducing
dependency, irresponsibility and encouraging team work which overall leads to achieving
organizational goals and objectives.
The authors have also observed a relationship between employee empowerment and customer
satisfaction. The organizational structure and the HRM practices empower the employees, who
subsequently, influence the service quality perception by customers positively, and bring about
customer satisfaction.
This free flow of information back and forth accounts for the employees ability to take
responsibility, and display confidence during interactions with the customers.
In the authors opinion, the empowerment of employees enables the employees to own the job,
exert freedom while controlling the service process, and individually respond to customer needs
in an excellent fashion. In addition, it enables employees to influence customers perception
which leads to their customers satisfaction.
The authors have arrived at a conclusion that employee empowerment impacts positively on
customer satisfaction.

5.3 Recommendation
Based on the research, the authors recommend that the banks, continue to promote teamwork
amongst the employees, so that every staff would work towards a common vision to achieve the
objectives of the bank.
The authors recommend that, the organization practices of banks regarding employee
empowerment, and their customer focused activities which are part of the main reasons for
higher rating in the banking sector as shown by the (BIP), should be continued in the banks.