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  • Employees’ Empowerment and Customers’ Satisfaction in Insurance Industry in Nigeria
    â–ºAugustine O. Isimoya and Bamidele E. Bakarey

     10.52283/NSWRCA.AJBMR.20130305A01

    ABSTRACT
    This study examines the relationship between employees’ empowerment and customers’ satisfaction in the insurance industry in Nigeria.  Based on extant empowerment literature, perceived employee satisfaction, perceived employee loyalty and perceived commitment impact on perceived product quality and perceived service quality delivery. We used a survey of 200 employees from insurance companies operating in Nigeria to examine the relationship between employees’ empowerment and customer satisfaction.  The results of hypothesis tested confirm that, there is a significant relationship between employee empowerment and customer satisfaction.  The challenges facing insurance sub-section in financial sector of Nigeria economy is high rate of labour turnover and poor service delivery, therefore, we recommend that management should empower their employees, in order to attract staff retention, loyalty and commitment.
    Keywords: Employees’ Empowerment, Customers’ Satisfaction; Insurance Industry in Nigeria.

    Pages:01-11 :: Download-View
 
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