CAPACITY MANAGEMENT AND QUALITY SERVICE DELIVERY AMONG EMPLOYEES OF SELECTED SMES IN ANAMBRA STATE

Abstract

This study determined the relationship between capacity management and quality service delivery among employees of selected small and medium enterprises in Anambra State. Survey research design was adopted. The data generated from the questionnaires distributed to the respondents and were analyzed with descriptive Statistics and hypotheses were tested Pearson Product Moment Correlation co-efficient at 5% level of significance. The study revealed that there is no significant relationship between leadership capacity and quality service delivery in Small and Medium Enterprises in Anambra State. Furthermore, the study found that there is a significant relationship between adaptive capacity and quality service delivery in Small and Medium Enterprises in Anambra State. Conclusively, there is relationship between capacity management and quality service delivery in Small and Medium Enterprises in Anambra State. Based on the outcome from the analysis, this study recommended among others, that SMEs management and policy makers should create clear and realistic job and organizational previews to enhance innovative capacity building which will result to quality organizational output.