TECHNOLOGICAL CHANGE AND EMPLOYEE’S QUALITY OF SERVICE IN QUOTED INSURANCE COMPANIES IN NIGERIA

Abstract

The study examined technological change and employee’s quality of service in quoted insurance companies in Nigeria. The study adopted survey research design. The population of the study comprised of four thousand, eight hundred and twenty-two (4,822) employees of all 23 quoted insurance companies in Nigeria. The sample size of four hundred and eighty (480) was used to represent the target population. The respondents were selected using a multi-stage sampling technique which comprised of stratified and purposive sampling techniques. The research instrument was adapted questionnaire developed by previous researchers. The research instrument was validated using content validity and Cronbach’s Alpha coefficient reliability result of technological change was 0.852 and employee’s quality of service was 0.725 which are greater than 0.7. The stated hypothesis was tested using regression analysis. The study revealed that technological change exerts positive significant (beta = -0.2333, P-value = 0.000 < 0.05) effect on employee’s quality of service. However, it is concluded that changes in technology enhance employee’s quality of service by reducing the workload and time saving. Thus, for insurance industry to achieve high performance and organisational growth, it requires employees to take the initiative and link their work skills to the evolving needs of the organisation in a manner that suits change initiatives being introduced. The study therefore recommended that the change in which employees are involved should be closely related to their own work environment.