Impact of Employee Engagement On Service Quality in Nigerian Public Agencies

Abstract

This study investigates the connection between employee engagement and service quality in the Asset Management Company of Nigeria (AMCON), which is a key player in Nigeria's financial sector. This study examines three key dimensions of employee engagement – absorption, vigor, and dedication – and their effects on service quality, specifically focusing on the responsiveness dimension of the SERVQUAL model. This study is important because there is a lack of representation of AMCON and similar institutions in the existing literature, particularly within the context of Nigeria's unique financial landscape. This study utilized a mixed-methods approach that included quantitative surveys and qualitative interviews with AMCON employees. The analysis employed the SERVQUAL model to evaluate service quality and multiple regression analysis to explore the influence of each engagement dimension. The findings of this study are expected to contribute to a theoretical understanding of the impact of employee engagement on service quality within the asset management sector. Additionally, this study aims to provide practical insights for AMCON, potentially improving service delivery strategies and effectiveness in fulfilling its mandate. The broader implications of this study extend to similar asset management entities in emerging economies, providing a comparative perspective, and understanding of these dynamics in diverse economic and regulatory environments.