Effects of Structural Change Practices on Employee’s Quality of Service in Quoted Insurance Companies in Nigeria

Abstract

The research looked at how listed Nigerian insurance businesses have changed structurally and how well their employees are treated. Structural change in Nigeria’s listed insurance businesses is the primary focus of this research, which examines the impact on employee service quality. Survey research was used in the study. There were 4,822 workers of the 23 listed insurance firms in Nigeria that were included in the study’s population. The target demographic was represented by a sample of 480 participants. A multi-stage sampling method was used to choose the participants. Stratified and purposive sampling methods were used in this study. A modified questionnaire produced by previous researchers and divided into three parts was employed in the study. Through the use of content validity, the researcher was able to verify the reliability of the research instrument. Because the Cronbach’s Alpha coefficient reliability result of structural change was 0.718 and the employee’s quality of service was 0.725, the questionnaire was declared relable. Regression analysis was used to examine the presented hypothesis. Employees’ quality of service is negatively affected by structural change (beta = -0.0851, P-value = 0.2090-0.05) but is statistically insignificant (beta = -0.0851). But this research found that structural modifications allow service organizations, including the insurance business, to share a same vision and goal. As a result, every organization that is going through a period of transition needs a solid organizational structure in place. Consequently, it was proposed that the workers who are directly engaged about structural change should only be permitted to participate in the decision making process about the adjustment.