This study centers on service compatibility (SEVICOM) and service delivery in the Nigerian Police Force (NPF). Empirical studies on service delivery in the Nigerian civil authority sector 3124are very scanty. The broad objective of this study is to investigate empirically the effect of service compatibility (SERVICOM) on the quality of service delivery in the NPF. In order to achieve this objective, survey design was adopted and the population of study comprises the police officers in the Ekiti state police command and the consumers of police service in Ekiti state, Nigeria. Taro Yamane’s formula was used to determine the sample sizes of both the police personnel and the consumers of police service in Ekiti State. Stratified random sampling and convenience sampling were used as the sampling methods for the police personnel and the consumers of police service respectively. Questionnaire was adopted and the reliability was tested using Cronbach’s alpha coefficient. Descriptive statistics was used to analyze the research questions while One-way ANOVA and simple linear regression were used to test the hypotheses. It was found that the introduction of SERVICOM into the NPF has no significant effect on the quality of the service delivery in the NPF, both service timeliness and service professionalism has positive effect on NPF service delivery though not statistically significant. It was concluded that this study has provided empirical evidences that SERVICOM introduction has not improve timeliness and professionalism of service in the NPF. We recommend that the NPF should set machinery in motion to ensure full implementation of SERVICOM in order to improve the quality of service delivery in the Nigerian Police Force.
ANALYSIS OF THE IMPACT OF EMOTIONAL INTELLIGENCE ON ORGANISATIONAL PERFORMANCE: A BANKING PERSPECTIVE (Published)
The popularity of emotional intelligence in service marketing is on the ascendency. Its popularity could also be attributed to its potential for business growth. This study seeks to analyse and verify the impact of emotional intelligence on organisational growth in the banking sector of Ghana. The study adopts a quantitative research technique in which hypotheses are tested to verify the relationship between emotional intelligence and organisational growth in terms of return on investment. The study is based on 20 banks in Ghana. Pearson’s correlation test, partial correlation test and ordinary least squares regression analysis were used in testing hypotheses. Findings of this study indicate that emotional intelligence is positively related to organisational performance (p < .05). Emotional intelligence also significantly predicts organisational performance (p < .05) with a variability of 30.6%, while it has a significant moderating effect on the relationship between customer satisfaction and business performance (p < .05). It is recommended that banks formalise and regularise their investments in the acquisition of emotional intelligence skills for maximum organisational performance.