The Relationship Between Leadership Styles, Employee Psychological Empowerment and Customer Satisfaction; A Mediation Analysis

The main objective of the study was to identify the relationship between leadership styles, employee psychological empowerment and customer satisfaction; a mediation analysis using Lancaster Hotel as a case study. Specifically, the study sought to;

1. Identify the relationship between leadership styles and employee psychological empowerment.
2. Analyze the relationship between leadership styles and customer satisfaction.
3. Investigate the moderating role of psychological empowerment on the leadership styles-customer satisfaction nexus.

The study adopted the descriptive survey approach of collecting data, because the study was based on the use of questionnaire to elicit information based on people’s opinion to generate data for the analysis of the research topic. It was purely quantitative in nature. The population of the study comprised all employees of Lancaster Hotel. Fifty employees of the hotel were sampled and used for the study. The researcher used the convenience sampling technique to sample the 50 respondents for the study. Questionnaires were used as the tool for data collection. Data obtained from the study was quantitatively analyzed using frequencies and percentages. The Statistical Package for the Social Science (SPSS) was used for data coding, entry and analysis.