Organisational Culture and Perception of Service Quality among Employees in the Insurance Industry in Nigeria

Abstract

The achievement of any service organisation has to do with the service quality. Literature
has continuously shown the importance of service quality and how pertinent it is to the
survival of any organisation regardless of the industry. Further analysis of the literature
posits that organisational culture has significant impact on a wide range of events within
an organisation such as human resource and profitability amongst others. This study,
therefore, examined the relationship between organisational culture and perceived
service quality. Employing a cross-sectional research design and convenience sampling
technique, the questionnaire was used to elicit information from 129 employees out of the
study population in the insurance industry. Correlation and regression analysis were
used as the statistical tools for the study. The findings revealed a significant relationship
between bureaucratic culture dimension and perceived service quality (r=.22; p < .05), a
negative significant relationship between innovative culture and perceived service quality
(r= -.09; p < .05), while supportive culture dimension had a positive significant
relationship with perceived service quality (r=.49; p < .05). Furthermore, the dimensions
of organisational culture jointly predict perceived service quality. Based on the findings,
the study recommended that management should endeavour to develop an effective and
strong organisational culture as it will help to improve the service quality within and
outside the organisation, while organisational culture should be based on the strength of
the firm.