J. E. Agbadudu

Employees’ involvement in decision making is a process to make the employees feel that they are not just an ordinary worker of the organization, but an important part of the machinery. This study examined employee's involvement in the decision-making process on the organization as well as the motivational level of the employees. Survey design was used in this study. Since all the entire population cannot be studied, a sample size of 72 was used. The research instrument used for gathering information is the questionnaire. Tables, percentages were used to answer the research questions and chi square technique was used to test the hypotheses formulated. From the findings, it was discovered that employees are allowed to participate in decision making; when employees participate in decision making it usually boost productivity; employees are motivated when involved in decision making process; management also change decisions when rejected by employees; and that employees are consulted by management when new products are to be added to existing products. Management should ensure that employees are part of the decision-making team because, if employees are allowed to take part in the decision-making process, they feel that people in ownership or management position value them as a significant contributor to the team’s success. When people feel valued, they will usually raise their level of effort and commitment to ensure that the company succeeds.

This study investigates the effect of service quality on customer satisfaction in public and private hospitals in Benin City. The objectives of the study were to find out the impact of tangibility of service delivery on patient satisfaction, to investigate the influence of reliability of service delivery on patient satisfaction, to ascertain the effect of responsiveness of service delivery on patient satisfaction; to determine the impact of assurance of service delivery on patient satisfaction and to inspect the effect of empathy of service delivery on patient satisfaction in the Nigerian hospitals.. Respondents were selected from one (1) public and two (2) private hospitals in Benin City Metropolis, Edo State, Nigeria. The data were collected through personal administration of 110 questionnaires and had valid responses. The study also used frequency distribution, mean, standard deviation, t-test statistics analysis, multi regression analysis and tables as major statistical tools for data analysis and test of hypotheses. The analysis revealed that assurance of the service delivery has significant relationship or influence on patient satisfaction in the Nigerian hospitals; tangibility of the service delivery has no significant influence on patient satisfaction, reliability of the service delivery has no significant relationship on patient satisfaction; responsiveness of the service delivery has no significant impact on patient satisfaction and that empathy of the service delivery has no significant impact on patient satisfaction in the Nigerian hospitals