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.
