An Analysis of Employee Engagement and Customer Service Quality in Glo Nigeria, Kano State
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Background of the Study
Employee engagement is a critical factor influencing customer service quality in organizations, particularly in service-oriented industries such as telecommunications. Employee engagement refers to the level of commitment, enthusiasm, and motivation employees have toward their work and the organization (Kahn, 2023). A highly engaged workforce is more likely to deliver excellent customer service, which can lead to increased customer satisfaction, loyalty, and business growth (Bailey et al., 2024).
Glo Nigeria, one of the leading telecommunications companies in Nigeria, operates in Kano State, a major commercial hub with a high demand for telecommunications services. Customer service quality in this sector is essential, as it directly affects customer retention and the company’s competitive edge. However, challenges such as network issues, service disruptions, and increasing customer expectations require employees to be proactive and responsive to customer needs (Ogunleye & Musa, 2024). This study seeks to analyze the relationship between employee engagement and customer service quality in Glo Nigeria, Kano State.
Statement of the Problem
Despite efforts to improve customer service quality, many telecommunications companies, including Glo Nigeria, continue to face customer complaints regarding poor service delivery, slow response times, and ineffective issue resolution. Employee disengagement may be a contributing factor, as low morale, lack of motivation, and insufficient training can negatively impact customer interactions. Although Glo Nigeria has implemented various employee engagement initiatives, there is limited research on their effectiveness in enhancing customer service quality, particularly in Kano State. This study aims to bridge this gap by analyzing how employee engagement influences customer service quality in Glo Nigeria.
Objectives of the Study
- To examine the level of employee engagement at Glo Nigeria in Kano State.
- To assess the impact of employee engagement on customer service quality at Glo Nigeria.
- To identify the challenges affecting employee engagement and customer service delivery at Glo Nigeria.
Research Questions
- What is the level of employee engagement at Glo Nigeria in Kano State?
- How does employee engagement impact customer service quality at Glo Nigeria?
- What are the major challenges affecting employee engagement and customer service delivery at Glo Nigeria?
Research Hypotheses
- Employee engagement has a significant impact on customer service quality at Glo Nigeria.
- Low employee engagement negatively affects customer satisfaction at Glo Nigeria.
- Effective employee engagement strategies improve service delivery and customer experience at Glo Nigeria.
Scope and Limitations of the Study
This study focuses on Glo Nigeria’s operations in Kano State and analyzes the relationship between employee engagement and customer service quality between 2023 and 2025. Limitations include potential bias in employee self-reports and variations in customer service perceptions among different customers.
Definitions of Terms
- Employee Engagement: The emotional and professional commitment employees have toward their work and organization.
- Customer Service Quality: The standard of assistance and support provided to customers, measured through responsiveness, problem resolution, and overall satisfaction.
Customer Satisfaction: The level of contentment customers experience after using a company’s services.
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