Employee Resourcing and Service Delivery Among Non-Academic Staff of Public Universities in South-East Nigeria

Abstract

This study titled: Employee resourcing and service delivery among Non-Academic staff of public universities in South-East, Nigeria examined the influence of quality hire on the service quality among Non-Academic Staff of Public Universities in South-East, Nigeria, the influence of retention rate on the responsiveness among Non-Academic Staff of Public Universities in South-East, Nigeria and the extent of relationship between reward system and reliability among Non-Academic Academic Staff of Public Universities in South-East, Nigeria. Resource Based View Theory (RBV), Attraction-Selection-Attrition (ASA) and Universalistic Theory were employed as guide in explaining further the employee resourcing and service delivery among Non-Academic Staff of Public Universities in South-East Nigeria. This study employed survey research design method. The population of this study is three hundred and twenty-two (322) accurately filled and returned copies of questionnaire. Primary data was used in collection of data from respondents as copies of questionnaire were used as instrument for data collection. The researchers analyzed and presented data by dividing it into four parts namely: personal data of respondents, the analysis of research questions, and test of hypotheses and discussion of findings. The findings of this study revealed that quality hire have significant positive impact on service quality among Non-Academic Staff of Public Universities in South-East, Nigeria. It also stated that effective retention rate has significant positive impact on responsiveness among Non-Academic Staff of Public Universities in South-East, Nigeria and further indicated that University reward system is significantly related to loyalty of Non-Academic Staff of Public Universities in South- East, Nigeria which has increased customer satisfaction, this indicates that the higher the level of university reward system. This study concluded that hiring quality employees can contribute to a positive service delivery, increased retention rate and job security in the University. The research recommends that Public Universities in Nigeria should hire employees that passed rigorous tests in order to enable best employees offer quality services in the University.

Keywords:  Employee Resourcing, Service delivery, Non-academic staff