Effect of Service Compact (SERVICOM) on Employee Service Delivery: A Study of University of Nigeria Nsukka and Nnamdi Azikiwe University Awka

Abstract

<jats:p>This study evaluates the effect of the Service Compact (SERVICOM) on employee service delivery in Nigerian universities, focusing on the University of Nigeria Nsukka (UNN) and Nnamdi Azikiwe University Awka (UNIZIK). Employing a descriptive survey design.Descriptive and inferential statistical methods were used for analysis, utilizing SPSS version 25 to ensure accurate results. Findings indicate that while SERVICOM has improved decision-making processes, its overall impact on service delivery remains mixed. There are notable variations in adherence to public service rules among different staff categories, affecting service quality. Challenges such as inadequate training, lack of awareness, and insufficient monitoring have hindered SERVICOM's effectiveness. The study concludes that SERVICOM has potential as a tool for enhancing service delivery in Nigerian universities but is limited by implementation challenges. Further research is recommended to explore SERVICOM's long-term impacts across various public institutions and the role of leadership and organizational culture in improving service delivery. Additionally, investigations into the effects of continuous training and awareness programs on the successful implementation of SERVICOM reforms are suggested.</jats:p>