Performance Management and Service Delivery in Tertiary Institution in South East Nigeria

Abstract

This work evaluates the relationship between performance management and service delivery in tertiary institutions in South East Nigeria. Effective service delivery in tertiary institution is paramount for achieving academic excellence, student satisfaction, and institutional reputation. The research investigates how effective feedback mechanism, employee reward and recognition enhances service delivery in tertiary institutions in South East Nigeria. The study adopted the Goal Setting theory. A total 5452 staff (academic and non-academic) of tertiary institutions in South East Nigeria (Federal Polytechnic Oko, Anambra State, and Enugu State University of science and technology) participated in the study, with a sample size of 373. The questionnaire was used to solicit information from the respondents. Two research questions was formulated to guide the study. This is a descriptive survey design and data were analyzed using descriptive statistics (mean). The findings shows, that feedback mechanism has significant effect on service delivery in tertiary institutions in South East Nigeria. The results also shows that, Rewards and recognition encourages staff to strive for excellence in their work. It is recommended that, there should be constant and participatory feedback to the employees to boost work productivity. Again, there is need to adopt a communication channels where staff, students and management can send their feedback weather positive or negative. Also, good reward system should be encouraged.