Job Satisfaction and Academic Qualifications as Predictors of Quality Service Delivery Among Academic Staff with Special Needs: Case Study Federal College of Education, (Special) Oyo, Nigeria
DOI:
https://doi.org/10.26437/ajar.v11i2.996Keywords:
Academic staff. job satisfaction. qualifications. quality service delivery. special needsAbstract
Purpose: This study examined job satisfaction and academic qualification as predictors of quality service delivery among academic staff with special needs in the Federal College of Education (Special), Oyo, Oyo State, Nigeria.
Design/Methodology/Approach: The study used a descriptive survey research design. A multistage sampling technique was used to select 20 academic staff with special needs in F.C.E. (Sp.) Oyo as respondents. A job satisfaction survey and Quality Service Delivery Scale (QUASEDS) were used for data collection, while demographic data was used to obtain data on academic qualification. Twenty sets of questionnaire were distributed and retrieved from respondents. Data Analysis used descriptive statistics and multiple regression to test the stated hypothesis.
Research Limitation: This study strictly examined job satisfaction and academic qualifications as predictors of quality service delivery. This was discussed among academic staff with special needs in the Federal College of Education (Special), Oyo, Nigeria.
Findings: Job satisfaction and academic qualification significantly predict quality service delivery (F (2,37) =3.321; R=.528, R2=.279, Adj. R2=.240; P<.05). About 28% of the variation in quality service delivery was accounted for by the independent variables. Unlike academic qualifications, job satisfaction predicts quality service delivery of academic staff with special needs with a significance score of 0.001.
Practical Implication: Job satisfaction correlates significantly more with quality service delivery among academic staffers with special needs than with educational qualifications.
Social Implication: For an employee to attain and sustain quality service delivery that guarantees quality student learning, employers should prioritise job satisfaction for academic staff with special needs.
Originality and Value: The future of academic staffers with special needs is anchored on the fulfilment they derive from their jobs.
References
Abdulrahman, O. I. Alabi, A. T., Yusuf, S. & Mustapha, A. I. (2021). Quality Assurance Practices as Determinants of Academic Staff Effectiveness in South-West Nigerian, Polytechnics. Khazar Journal of Humanities and Social Sciences, Volume 24 № 2 2021, 59–77.
Abijo, J. A. (2014). Assessment of the professional competence of the regular trained and distance learning trained B.Ed. Yoruba language teachers in Oyo State, Nigeria. Ilorin Journal of Education, 33(1), 25–41.
Adegbasan, S. O. (2011). Establishing quality assurance in Nigerian education system: Implication for educational managers. Edu. Res. Rev., 6(2), 147-151.
Akuegwu, B. A., Bassey, U. U., & Udida, L. A. (2007). Academic staff research productivity: A study of Universities in South-South Zone of Nigeria. Educational Research and Review, 2(5), 103–10.
Aliyu, M. & Kabir, S. (2014). Assessment of management strategy on staff training and development in Nigerian polytechnics. Global Journal of Human Resources Management, 2(4), 95 – 102.
Armstrong, M. (2006). A Handbook of Human resource Management Practice, Tenth Edition, Kogan Page Publishing, London.
Arnett, D.B., Laverie, D.A., & McLane, C. (2002). Using job satisfaction and pride as internal-marketing tools. The Cornell Hotel and Restaurant Administration Quarterly, 43(2), 87-96.
Aydin, K., & Yıldırım, S. (2012). The measurement of service quality with servqual for different domestic airline firms in Turkey. Serbian Journal of Management, 7(2), 219-230.
Aziri, B. (2011). Job satisfaction, a literature review. Management Research and Practice, 3(4), 77–86.
Brian P. (1999). Yesterday, today and tomorrow. The lifecycle of the UK funeral Industry. Mortality, 4(2), 127–145.
Brown, K. A., & Mitchell, T.R. (1993). Organizational obstacles: links with financial performance, customer satisfaction, and job satisfaction in a service environment. Human Relations, 46 (6), 725–75.
Chazon, T. L. (2009). Social Capital Relationship between Social Capital and teacher job satisfaction within a Learning Organization, Doctoral dissertation, Gardner-Webb University.
Chen, F.Y., & Chang, Y. H. (2005). Examining airline service quality from a process perspective. Journal of Air Transport Management, 11(2), 79–87.
Daniel, C., & Berinyuy, L. (2010). Using the SERVQUAL Model to assess Service Quality and Customer Satisfaction.: An Empirical Study of Grocery Stores in Umea, Master dissertation, Umea University.
Dankyi, J. K. & Nyieku, I. E. (2021). Hierarchical Effect of Psychosocial Factors and Job Satisfaction on Academic Staff Commitment to the University: The Case of University of Cape Coast, Ghana. Open Journal of Social Sciences, 2021, 9, 372-386
Flap, H., & Volker, B. (2001). Goal specific social capital and job satisfaction: Effects of different types of networks on instrumental and social aspects of work. Social networks, 23(4), 297-320.
Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52–70.
Hee, Shi, Kowang, Fei, and Ping, (2020). Factors influencing job satisfaction among academic staffs. International Journal of Evaluation and Research in Education (IJERE) Vol. 9, No. 2, pp. 285~291.
Iaffaldano, M.T., & Muchinsky, P. M. (1985). Job satisfaction and job performance: A meta-analysis. Psychological bulletin, 97(2), 251.
Judge, T.A., and Hulin, C L. (1993). Job satisfaction as a reflection of disposition: A multiple source causal analysis. Organizational Behavior and Human Decision Processes, 56(3), 388-421.
Kim, P., & Han, J. H. (2013). Effects of job satisfaction on service quality, customer satisfaction, and customer loyalty: The case of a local state-owned enterprise. WSEAS Transactions on Business and Economics, 1(10), 49-68.
Kiragu, F. K. (2015). Relationship between employee satisfaction and service quality: a survey of funeral homes in Nairobi City County, Master's Thesis, University of Nairobi.
Mathieu, J. E. & Zajac, D. M. (1990). A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment. Psychological Bulletin, 108 (2), 171–194.
Mohsin A., & Lockyer, T. (2010). Customer's perception of service quality in luxury hotels in New Delhi, India: an exploratory study. International Journal of Contemporary Hospitality Management. 22(2), 160-173.
Oduma, C. A. (2013). School management and quality assurance in Nigerian education. JORIND, 11(2), 193–200. Retrieved from www.transcampus.org/journals/jorind.
Ofojebe, W. N. & Ezugoh, T. C. (2010). Teachers’ motivation and its influence on quality Assurance in the Nigerian education system. International Multi-disciplinary Journal, 4(2), 398-417.
Olorutoba, A. & Ajayi, M. T. (2006). Gender and research attainment in Nigerian agricultural Universities. JHEA/RESA: Council for the Development of Social Science Research in Africa, 4(2), 83–98.
Parasuraman, A., Zeithaml, A., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Parasuraman, A., Zeithaml, A., & Berry, L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Saani, A.-J., Opare, J. A., & Yarquah, J. A. (2014). The Complex Influence of School Organisational Culture on Teachers’ Commitment to the Teaching Profession. Malaysian Journal of Education, 39, 101-107.
Saeed, I., Niazi, M.A., Arif, M., & Jehan, N. (2011). Antecedents of Customer satisfaction and its outcomes A study of Pakistani service sector. Interdisciplinary Journal of Contemporary Research in Business, 3(8), 877–889.
Savari, M., Eslami, M., and Monavarifard, F. (2013). The Impact of Social Capital on Agricultural Employees' Job Satisfaction, City of Divandarreh. International Research Journal of Applied and Basic Sciences, 4(2), 291-295.
Silvestro, R., & Cross, S. (2000). Applying the service profit chain in a retail environment: Challenging the "satisfaction mirror". International Journal of Service Industry Management, 11(3), 244–268.
Simpson, E. P. (2006). Examining employee satisfaction, customer service and customer satisfaction in a retail banking organization, Doctoral dissertation, University of North Texas.
Tamunokonbia, N. K. & Nwaogu, K. O. (2021). Sources of Teachers’ Job Satisfaction for Quality Service Delivery in Schools. International Journal of Education and Evaluation E-ISSN 2489-0073 P-ISSN 2695-1940 Vol 7. No. 3 pg 131-141
Tella, A., Ayeni, O., & Popoola, O. (2007). Work motivation, job satisfaction, and organizational commitment of library personnel in academic and research libraries in Oyo State, Nigeria. Library philosophy and practice, 9(2), 13.
Yee, R. W., Yeung, A. C., & Cheng, T. E. (2008). The impact of employee satisfaction on quality and profitability in high-contact service industries. Journal of Operations Management, 26(5), 651–668.
Yoon, M. H., &Suh, J. (2003). Organizational citizenship behaviors and service quality as external effectiveness of contact employees. Journal of Business Research, 56(8), 597-611.
Zeithaml, V.A., Berry, L. L., & Parasuraman, A. (1996). “The behavioural consequences of service quality”, Journal of Marketing, 60 (2), 31‐46.
Zeithaml A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22.
Downloads
Published
How to Cite
Issue
Section
Categories
License
Copyright (c) 2025 AFRICAN JOURNAL OF APPLIED RESEARCH
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
By submitting and publishing your articles in the African Journal of Applied Research, you agree to transfer the copyright of the Article from the authors to the Journal ( African Journal of Applied Research).
