The Relationship between psychological empowerment of employees and service quality based on servqual model (case study: municipality of zahedan)

This paper aims examining the relationship between psychological empowerment of employees and service quality. The research method is correlation descriptive. statistical population includes the employees and clients of municipality of zahedan, from which 136 employees were selected based on morgan table by simple random sampling method and 136 clients were selected by cluster sampling method. In order to collect data, Spreitzer and servqual questionnaires were used. Validity of questionnaires was confirmed by five management professions and their reliability was assessed by cronbachs alpha 0.92 and 0.93, respectivevely. Spss softwar was employed to analyze data and Spearman correlation coefficient, mean, t-test, and variance analysis were used. The data analysed suggested that there is a positive and meaningful relationship (0.372) between psychological empowerment of employees and service quality, also showed that there is no meaningful relationship between sense of trust of employees and service quality. The mean of psychological empowerment in municipality of zahedan was measured 3.67 and mean of service quality was measured 2.60. Also, data analysis showed that emong different dimensions of psychological empowerment, sense of competence and sence of meaning have stronger relationship with service quality.