Influence of Human Resources Management on Service Quality of Risk Business in Northwestern Nigeria

Ahmodu-Tijani Ismail Shola, Zurina Bte Adnan and Shahrin Bin Saad

Journal of Business and Social Review in Emerging Economies, 2017, vol. 3, issue 1, 23-32

Abstract: Purpose: Human Resources Management (HRM) practice displays a key function in customer satisfaction in the cognitive of service quality in selected insurance companies in Northwestern Nigeria. The significant of service industries are labour oriented where insurance sector is not an exception because their performance is determined by the quality of risk management services to their customers (Insured). This paper is aimed to investigate Human Resources Management Practices and Service quality in selected insurance companies in Nigeria.Methodology: The study adopts secondary data which review related literatures from journal articles and other literatures on assessment of the concepts.Finding: The paper finds that there is a significant relationship between Human resources management practices and service quality in the insurance industry. It also reveals that Human resource management practices directly affect overall service quality in terms of customer base, customer retention, overall profit, productivity and risk improvement to the customers.Implication: Organization having good HRM Practices will improve the quality of services provided and also improves performance and customers'loyalty.

Keywords: Human Resources; Management; Service Quality; Insurance; Risk; Dimension (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:src:jbsree:v:3:y:2017:i:1:p:23-32

DOI: 10.26710/jbsee.v3i1.178

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