Job Design and Service Delivery in Nigeria Manufacturing Firms

Abstract

This study examined the relationship between job design and service delivery in manufacturing Firms in Rivers State of Nigeria. A total of 550 respondents from 22 registered manufacturing firms in Rivers State of Nigeria formed the population of the study and a sample size of 232 was arrived at using the Taro Yameni formula. The data was generated through administered and retrieved structured questionnaire. Three null hypotheses were tested by employing the Spearman‟s rank order correlation coefficient in SPSS version 21; andthe study utilized both descriptive and inferential statistical methods in its analysis. The major findings of the study revealed that there is a significant relationship between job design and service delivery. Specifically, the findings indicate that job design, through its dimensions of job rotation, job enrichment and job enlargement; significantly impact on the service delivery of Nigeria manufacturing firms. In concluding, it is noted that that Job rotation, enrichment and enlargement in Nigeria manufacturing firms significantly and positively contributes to the effective and efficient service delivery. Therefore, we recommend that in job design - job rotation, enrichment, enlargement, etc; consideration should be given to concepts such as flexibility, autonomy and communication adequacy which promote some levels of freedom and interaction so as to encourage creativity, innovativeness and improve interpersonal relationswith a view of facilitating customer satisfaction through effective and efficient service delivery.