Employees' Perception on Job Satisfaction and Service Delivery in the Nigeria Customs Service: A Study of North-West Geopolitical Area Commands
Employees' Perception on Job Satisfaction and Service Delivery in the Nigeria Customs Service: A Study of North-West Geopolitical Area Commands
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Date
2015-01
Authors
ABE, Ahmed Tijjani ABDULKAREEM, S.B IDRIS, Musa
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Abstract
This study assessed Employees' Perception on Job Satisfaction and Service Delivery in the Nigeria Customs Service: A Study of North-West Geopolitical Area Commands between 20092019. One major issue of concern in the sendee has been the negligence of having effective financial structures to regularly pay fringe incentive, bonuses and overtime benefits which seemed to have caused a lot of inequitable justice on the administration of the incentive scheme among officers and men of the service with its multiplier effects on service delivery. Therefore, the study specifically tested the relationship between Employees' Job Satisfaction (EJS) and Service Delivery using Revenue Generation (RG) being dependent variable as the proxy of Sendee Deliveiy (SD). This study is guided by cross-sectional research design in surveying target population. Data collected through primary source (via questionnaire distribution and interview) and secondary source (via Roster records, revenue profile, and statistical bulletin of CBN and NBS). Inferential statistics was computed and results were used to achieve the study's objective. Additionally, this study determines the direction of the relationship between the two variables of the study using Spearman's correlation coefficient; and the null hypothesis was tested using Critical Value Approach (CVA) of Chi-square (X2) with the aid of Statistical Packages for Social Sciences (SPSS) version 23. Finding showed that. Employees' Job Satisfaction has significant positive relation with Services Delivered (SD) by Nigeria Customs Service under study. Based on this finding, the study therefore recommended that, the management of Nigeria Customs Service should continue to adequately invest in human capital development programs like training and development opportunities for officers and men by giving emphasis on the officer's training nee ds; the management of Nigeria Customs Sendee should devise, formulate and implement compensation strategy in order to enhance the attainment of overall organizational goals of the service and its performance with a view of getting the best supportive effects from its officers and men through higher job satisfaction.
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Department of Public Administration Faculty of Administration Ahmadu Bello University Zaria