Author(s): Saket Jeswani, Padmavathy Durgesh Satpathy,
Purpose: This research seeks to explore the interrelationships between employee empowerment, employee engagement, and customer satisfaction within the context of the Indian electric vehicle (EV) sector. Specifically, it seeks to examine whether employee empowerment positively influences customer satisfaction and whether employee engagement mediates this relationship. Methodology: A positivist approach was adopted, utilizing deductive reasoning and quantitative methods to collect and analyze data. A questionnaire survey was administered to 130 sales executives and 260 customers in the Indian EV sector. SmartPLS 4 was employed to analyze the structural equation model (SEM) and test the research hypotheses. Findings: The findings indicate a strong positive correlation between employee empowerment and customer satisfaction. Additionally, employee engagement was found to mediate this relationship, emphasizing that empowering employees and encouraging their engagement are key factors in improving customer satisfaction in the Indian EV sector. Practical Implications: For businesses in the Indian EV sector, the study underscores the importance of investing in employee empowerment initiatives to improve customer satisfaction. By empowering employees with decision-making authority and fostering their engagement, organizations can create a workforce that is motivated, committed, and capable of delivering exceptional service to customers. This, in turn, can lead to increased market success, brand loyalty, and the adoption of electric vehicles, thereby contributing to a more sustainable future. Originality: This study contributes to the existing literature by providing insights into the dynamics of employee empowerment, engagement, and customer satisfaction within the context of the Indian electric vehicle sector. By examining these relationships in a rapidly evolving industry, the study offers original findings that advance our understanding of how organizational practices influence customer-centric outcomes in emerging markets.