Authors :
Ogan, Henrietta Ingo; Akani, Godspower Henshaw; Agbogunleri, Bashiru
Volume/Issue :
Volume 7 - 2022, Issue 7 - July
Google Scholar :
https://bit.ly/3IIfn9N
Scribd :
https://bit.ly/3ullGv5
DOI :
https://doi.org/10.5281/zenodo.7395127
Abstract :
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.
Keywords :
Employees Service Awareness, Empathy, Assurance, Responsiveness, Customer Satisfaction.
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.
Keywords :
Employees Service Awareness, Empathy, Assurance, Responsiveness, Customer Satisfaction.
