A Study on Employee Engagement and Its Effect on Service Quality in First Bank Nigeria Plc, Kano State
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Background of the Study
Employee engagement is a critical factor influencing organizational success, particularly in the service industry, where the quality of service provided directly correlates to customer satisfaction and retention. First Bank Nigeria Plc, one of the oldest and largest banks in Nigeria, has a vast network of branches, including in Kano State. Employee engagement in the banking sector is especially important because employees are the primary touchpoints for customers, and their level of engagement can significantly impact the service quality delivered (Obasi & Okoye, 2024).
In Kano State, a growing economic hub in northern Nigeria, First Bank faces the challenge of providing consistent and high-quality customer service in a competitive market. The ability to maintain high levels of employee engagement in this region could enhance service quality, leading to improved customer experiences, satisfaction, and loyalty (Akinyele & Alabi, 2024). However, there are local socio-economic challenges, including limited access to continuous professional development, which may impact employee motivation and engagement levels.
This study seeks to investigate how employee engagement in First Bank Nigeria Plc, Kano State, affects service quality. By analyzing employee attitudes, behaviors, and their impact on customer service, the research will contribute to understanding the crucial role of engaged employees in achieving organizational objectives, especially in the financial sector.
Statement of the Problem
Despite the increasing recognition of the importance of employee engagement, its direct impact on service quality remains underexplored in many Nigerian organizations, including First Bank Nigeria Plc. Service quality in the banking sector is directly linked to customer satisfaction and retention, yet employees in Kano State, like in many other regions, face challenges that can affect their engagement, such as inadequate training and low morale due to regional economic constraints (Giwa & Yusuf, 2024). Understanding how employee engagement influences service quality in the context of First Bank Nigeria Plc, Kano State, could offer valuable insights into improving service standards and enhancing customer loyalty.
Objectives of the Study
1. To assess the level of employee engagement at First Bank Nigeria Plc, Kano State.
2. To evaluate the impact of employee engagement on service quality at First Bank Nigeria Plc.
3. To identify the factors that influence employee engagement in First Bank Nigeria Plc, Kano State.
Research Questions
1. What is the level of employee engagement at First Bank Nigeria Plc, Kano State?
2. How does employee engagement impact the quality of service provided by First Bank Nigeria Plc in Kano State?
3. What are the factors that influence employee engagement in First Bank Nigeria Plc, Kano State?
Research Hypotheses
1. There is a significant positive relationship between employee engagement and service quality at First Bank Nigeria Plc, Kano State.
2. Employee engagement positively impacts customer satisfaction and loyalty in First Bank Nigeria Plc, Kano State.
3. The level of employee engagement is influenced by training and development programs at First Bank Nigeria Plc, Kano State.
Scope and Limitations of the Study
This study will focus on First Bank Nigeria Plc’s operations in Kano State, examining the relationship between employee engagement and service quality. The research will involve surveys and interviews with employees, managers, and customers. Limitations include potential challenges in obtaining honest feedback from employees due to fear of reprisal and the difficulty of isolating the effects of engagement from other factors affecting service quality, such as infrastructure or external market conditions.
Definitions of Terms
• Employee Engagement: The emotional commitment employees have towards their organization, which influences their willingness to contribute to its success.
• Service Quality: The extent to which a service meets or exceeds customer expectations, often measured by aspects such as reliability, responsiveness, and customer interaction.
• Customer Satisfaction: The measure of how products or services provided by an organization meet or surpass customer expectations.
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