Technological Change and Employee’s Quality of Service in Quoted Insurance Companies in Nigeria (original) (raw)
Related papers
Australian Journal of Business and Management Research, 2011
The state of technology in any organization has a significant influence on the quality and quantity of production of its goods or services. But despite this, technology is prone to constant change which organizations have to monitor, manage and cope with. Manufacturing industry that will like to be competitive and profitable should ensure that employees are trained and involved in the management of technological change for organizational survival. But most organization tends to undermine the contribution of employee in managing technological change, the outcome of which are low profitability and performance. This paper examines how employee relation could be employed for technological change management. It also seeks to determine effective method of using technological innovation for improved performance in the Nigerian manufacturing industry. Two hypotheses were formulated to determine the relationship between technological change and employee skill; and between technological chang...
American Journal of Social and Management Sciences, 2011
Nigerian banks have benefited from global technology innovation. Introduction of Information and Communication Technologies (ICT) have affected employee performance and customers responses This paper examine customer's and employee's responses to technology innovation, and their effects on the performance of the Nigerian banks. Fifteen (15) major banks were selected for the research. Two null hypotheses based on two different sets of questionnaires distributed to selected banks employees and customers were formulated to test whether there is no significant relationship between technology innovation and customer's satisfaction; and between technological innovation and Nigerian banks employee's performance. 1912 questionnaires were distributed to customers to test the first hypothesis out of which 1634 were collected which is 85% of the distributed questionnaires, 1458 questionnaires were distributed to selected banks employees to test the second hypothesis, 1223 questionnaires were collected making 84% response rate. Pearson correlation coefficient was used to analyse the hypotheses. Findings revealed that technological innovation influenced banks employee's performance, customer's satisfaction and improvement in banks profitability. The study recommends effective management of technological innovation for improved employees performance, customer's satisfaction, sustainable profit, increased return on investment, returns on equity, and to promote competitiveness in the Nigerian banking industry.
International Journal of Marketing Studies, 2013
Information technology is crucial for a communication based process. Therefore, this study presents an investigation of the significant role of information technology in customer service delivery and firm performance in selected insurance companies in Nigeria. Specifically, three hypotheses were tested. They are to determine whether: (i) customers are not aware of the availability of IT facilities in their dealings with the Nigerian insurance companies; (ii) the use of IT does not enhance the performance efficiency of insurance organizations in Nigeria; and (iii) providing quality customer service delivery will not enhance organizational performance of insurance companies. The survey research design for the study was a cross examination. The study sample consisted of 112 participants made up of IT managers, marketing managers, and underwriting managers drawn from 25 insurance companies which were randomly selected from the directory of member companies. One-sample T-test and simple frequency percentage tables were used for data analysis. The study revealed that most customers hardly use online services in their engagement with the Nigerian insurance companies even with the level of awareness created which depicts a low level business relationship. Thus, many of the insurance organizations indicated that they experienced high performance efficiency in their investment in and adoption of information technology. This study recommends that insurance administrators and regulators at all levels should gather relevant information as regards factors that may assist in contributing meaningfully to the usefulness of IT in effective service delivery. They should also undertake optimal investment in IT, provide quality service delivery to customers and regularly evaluate IT usage in every department of insurance organizations in Nigeria in order to take appropriate strategic decisions capable of enhancing firm performance.
Information Technology and Customer Service Performance among Insurance Companies in Nigeria
European Journal of Business and Management, 2014
Information technology (IT) has been regarded as an enabler of business process. Despite the significant progress made in IT business-value research, findings have been mixed and inconsistent. This study aims at finding out if IT resources per se can account for variations in customer service performance among insurance companies in Nigeria. Using primary data obtained through field survey of 402 insurance companies in Nigeria, three hypotheses were tested with the aid of ordinary least square regression. Results show that all the three components of IT namely, IT infrastructure, IT technical skills and IT spending have weak relationship with customer service performance. This study recommends that in order to realise benefits from IT investments, IT resources must be accompanied by a judicious mix of management, economic, and human resources.
Saudi Journal of Business and Management Studies, 2019
The survival of banking industry is tied to their ability to use information and communication technology facilities to enhance their operational efficiency. Thus, banks are expected to strategically improve on the quality of services provided to their customers in order to remain relevant in a competitive environment. This paper assesses the impact of ICT innovation on service quality. The study made use of both primary and secondary data instruments for data gathering, questionnaires were used for gathering primary data and data from internet, journal were means of secondary data collection. Four hundred (400) banks’ customers were served with questionnaire, out of which only 360 were returned. SPSS version 20 and Regression were used in testing the hypothesis. The result revealed that ICT innovation has a positive impact on Assurance, responsiveness and tangibility, while it has a negative impact on empathy and reliability. It is recommended that banks should ensure that all staf...
Economic Insights - Trends and Challenges, 2023
In order to acquire a strategic competitive advantage, service quality has been accepted as a strategy for differentiation and value addition to service offerings. However, providing high-quality, cost-effective services is not a simple feat in the insurance industry. As a result, the impact of service quality on customer satisfaction of selected insurance firms in Akure metropolis, in the SouthWestern Nigeria was investigated in this study. The study employed the survey and correlation research designs. The population of the study consisted of customers of insurance firms in the Akure Metropolis. A random sample size of one hundred (100) participants was taken from the entire population. The four-scale likert-type questionnaire was used as an instrument to elicit responses from the respondents. The study applied the Partial Least Square Structural Equation Modeling (PLS-SEM) technique using Smart PLS-3. The research found that service quality (responsiveness and tangibility) has significant positive effect on customers' satisfaction. The dimensions of assurance, reliability and empathy indicate that they had insignificant impact on customers' satisfaction. The study is the first to examine and critique on how quality service factors serve as the drivers of customers' satisfaction among insurance firms with value addition in the empirical analysis and results through the Partial Least Square Structural Equation Modeling (PLS-SEM) technique using Smart PLS-3 which is a departure from previous studies carried out in other climes. The study's findings are value relevant to managers, practitioners, policy makers in insurance companies/industry and future researchers.
2019
The usage of high technology products and software increased tremendously in the twenty first century. Organizations introduce various technological innovations to increase their productivity. The purpose of the study was aimed to explain the importance of technological innovations, the hurdles faced by organizations in adopting technological changes and the impact of technological innovations on the performance of insurance industry. Qualitative research methods were applied to conduct the study and in-depth interviews were conducted from 12 respondents from Adamjee Insurance Company Limited to collect primary data. The data was analysed using content analysis and it was found that the technological innovations have great importance for insurance industry and these innovations. Technological innovations resolve many critical problems, make the tasks systematic, reduce marketing costs of organizations and increase the client‟s satisfaction. It was concluded in the research that tech...
Effects of Technology Innovation on Nigerian Banks
Nigerian banks have benefited from global technology innovation. Introduction of Information and Communication Technologies (ICT) have affected employee performance and customers responses This paper examine customer's and employee's responses to technology innovation, and their effects on the performance of the Nigerian banks. Fifteen (15) major banks were selected for the research. Two null hypotheses based on two different sets of questionnaires distributed to selected banks employees and customers were formulated to test whether there is no significant relationship between technology innovation and customer's satisfaction; and between technological innovation and Nigerian banks employee's performance. 1912 questionnaires were distributed to customers to test the first hypothesis out of which 1634 were collected which is 85% of the distributed questionnaires, 1458 questionnaires were distributed to selected banks employees to test the second hypothesis, 1223 questionnaires were collected making 84% response rate. Pearson correlation co-efficient was used to analyse the hypotheses. Findings revealed that technological innovation influenced banks employee's performance, customer's satisfaction and improvement in banks profitability. The study recommends effective management of technological innovation for improved employees performance, customer's satisfaction, sustainable profit, increased return on investment, returns on equity, and to promote competitiveness in the Nigerian banking industry.
Employees' Service Awareness and Customer Satisfaction of Insurance Firms in Port Harcourt
CERN European Organization for Nuclear Research - Zenodo, 2022
The study investigated the nexusbetween insurance business employees' service awareness and customer satisfaction in Port Harcourt.This study adopted a corelational research design. This design is appropriate for the study since it intends to establish a relationship between dimensions of employees' service awareness(Moderating variables) and customer satisfaction (dependent variables) of customers of insurance firms in Port Harcourt.The target population used for this study consisted of all duly registered Thirty-six (36) insurance firms in Port Harcourt, Rivers State. Three (3) employees of the insurance firms namely, the manager, the sales executive, and the sales manager were purposively selected to form the 108 respondents used for the study. A total of 108 questionnaires were issued to respondents, and 105 were returned, representing a response rate of 99 percent. The questionnaires were delivered to each of these insurance businesses' three (3) service workers, namely the manager, the sales executive, and the sales manager. Three aspects of service awareness were used to assess the growth of service employees: empathy, assurance, and responsiveness, however, customer satisfaction was evaluated unidimensionally in the study. The test statistic was Pearson's Product Moment Correlation (PPMC), which was calculated using SPSS version 20.0.The result showsa significant relationship between empathy, assurance, responsiveness and customer satisfaction. This study concludes thatemployees' service awareness correlates with the measures of customer satisfaction. Recommendation: Service organizations should empower employees via training and retraining in the nature of the services they provide.