Abstract: The purpose of the study was to establish the determinants of leadership empowerment strategy in the customer satisfaction in Hormud Telecom in Mogadishu, Somalia. Specifically, the study was necessary to address the following specific objectives that are, to find out the effects of leadership autonomy, knowledge development, information sharing, and leadership reward on customer satisfaction in telecommunication services in Mogadishu-Somalia. This is seen in the fact that the firms have problems with customers to satisfy which is a harmful for companies and can result in several consequences dilemma such as losing their customers in the future. This in the long run adversely affects profitability (Eljelly, 2004). The study research gap is demonstrated by the scarcity of empirical studies on determinants of leadership empowerment strategy. The target population of the study was 63 both managers and employees of Hormud Telecom in Mogadishu. A sample size of 54 respondents was selected using Slog van’s formula. The study used primary data. Data collection methods were used including use of questionnaires. The selection sample technique was purposive or judgmental approach. Data was analyzed using SPSS version 22 for productions of tables, descriptive statistics and inferential statistics. The key findings were that leadership empowerment strategy drivers individually had a positive influence on customer satisfaction of Hormud telecom. The overall results indicated that there is a significant linear relationship between leadership autonomy, knowledge development, and information sharing and leadership reward on customer satisfaction of Hormud telecom in Mogadishu-Somalia. The conclusions were based on the objectives of the study that leadership empowerment strategy drivers had a significant influence on customer satisfaction of telecommunication services.
Keywords: Leadership Autonomy, Leadership Knowledge Development, Leadership Information Sharing, Leadership Rewarding and Customer Satisfaction.
Title: EFFECT OF LEADERSHIP EMPOWERMENT STRATEGY ON CUSTOMER SATISFACTION IN THE TELECOMMUNICATION COMPANIES IN MOGADISHU, SOMALIA
Author: Mohamed Abdurahim Abdurahi, Dr. Fridah Theuri Simba
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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