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Empowerment estrutural, engagement e satisfação: um estudo exploratório realizado numa rent-a-car
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Abstract(s)
O setor dos serviços, em particular as rent-a-car, é uma área muito complexa, pois lida diretamente com os clientes. Nesse contexto, é preciso compreender quais são os antecedentes que influenciam a prestação do serviço e qual é o papel da organização.
Existem indicadores que relacionam a satisfação laboral e do cliente com o empowerment estrutural (acesso a oportunidades, informação, suporte e recursos) e o engagement (estado mental do colaborador no contexto organizacional) dos colaboradores. Contudo, este tipo de estudos, para além de escassos, denotam divergências de opinião e resultados relativamente ao serviço no setor dos alugueres de automóveis.
O principal objetivo do presente estudo, consiste em avaliar o impacte do empowerment estrutural e do engagement, na satisfação laboral, na satisfação dos clientes.
O estudo foi realizado numa rent-a-car, no distrito de Faro (Algarve - Portugal), tendo sido usada uma amostra de 80 serviços prestados a clientes e respetivos colaboradores envolvidos. Os colaboradores deste estudo foram inquiridos através de um questionário online, por outro lado, a recolha de informação da satisfação dos clientes, foi cedida pela organização. A posterior análise dos dados, foi efetuada através do Software SPSS (Statistical package for the Social Sciences), versão 26.
A relação entre empowerment estrutural, engagement e satisfação laboral é confirmada, conjuntamente com a relação entre o engagement e a satisfação do cliente. Esta informação permitirá aos Gestores de Recursos Humanos o desenvolvimento de estratégias sob a forma de programas e de ações que visem a melhoria do serviço e retorno económico para a organização.
The service sector, particularly car rental, is a very complex area, as it deals directly with customers. In this context, it is necessary to understand what are the antecedents that influence the provision of the service and what is the role of the organization. There are indicators that relate job and customer satisfaction with structural empowerment (access to opportunities, information, support, and resources) and engagement (employee's mental state in the organizational context) of employees. However, these types of studies, in addition to being scarce, show divergences of opinion and results regarding the service in the car rental sector. The main objective of this study is to quantify the impact of structural empowerment and engagement, on job satisfaction, on customer satisfaction. The study was carried out in car rental, in the district of Faro (Algarve - Portugal), using a sample of 80 services provided to customers and respective employees involved. The employees of this study were asked through an online questionnaire, on the other hand, the collection of customer satisfaction information was provided by the organization. Subsequent data analysis was performed using the SPSS Software (Statistical package for the Social Sciences), version 26. The relationship between structural empowerment, engagement and job satisfaction were confirmed, along with the relationship between engagement and customer satisfaction. This information will allow the development of new strategies, through programs and actions, aimed at improving the service and economic return for the organization
The service sector, particularly car rental, is a very complex area, as it deals directly with customers. In this context, it is necessary to understand what are the antecedents that influence the provision of the service and what is the role of the organization. There are indicators that relate job and customer satisfaction with structural empowerment (access to opportunities, information, support, and resources) and engagement (employee's mental state in the organizational context) of employees. However, these types of studies, in addition to being scarce, show divergences of opinion and results regarding the service in the car rental sector. The main objective of this study is to quantify the impact of structural empowerment and engagement, on job satisfaction, on customer satisfaction. The study was carried out in car rental, in the district of Faro (Algarve - Portugal), using a sample of 80 services provided to customers and respective employees involved. The employees of this study were asked through an online questionnaire, on the other hand, the collection of customer satisfaction information was provided by the organization. Subsequent data analysis was performed using the SPSS Software (Statistical package for the Social Sciences), version 26. The relationship between structural empowerment, engagement and job satisfaction were confirmed, along with the relationship between engagement and customer satisfaction. This information will allow the development of new strategies, through programs and actions, aimed at improving the service and economic return for the organization
Description
Keywords
Empowerment estrutural Engagement Satisfação laboral Satisfação do cliente rent-a-car.