Abstract
This study examines the effect of human
capacity development on service delivery in the Nigerian Bottling Company
(NBC), Kaduna, with specific attention to customer satisfaction, timely service
delivery, and customer commitment. In the contemporary competitive environment,
the quality of service delivery is closely linked to employee competence and
development. Adopting a mixed-methods approach, data were collected through
questionnaires and interviews administered to selected staff and customers of
NBC Kaduna. The study employed a cross-sectional research design, with a sample
size of 186 employees selected from a total population of 362 employees across
various departments in Nigerian Bottling Company PLC, Kaduna. Data were
collected through structured questionnaires and analyzed using descriptive and
inferential statistical techniques. The findings indicate that human capacity
development has a significant positive impact on the three service delivery
variables. Specifically, employees who received regular training contributed to
higher customer satisfaction, improved delivery timelines, and increased
customer commitment. Nevertheless, inconsistencies in training access and
resource allocation were observed, affecting the uniformity of service
performance. Based on these findings, the study recommends a more strategic
approach to capacity development, including performance-based training,
improved manpower planning, and the integration of customer feedback into HR
practices. These measures are essential for sustaining service quality and
building long-term customer loyalty.
Keywords: Keywords: human
capacity development, service delivery, customer satisfaction, timely delivery,
customer commitment, Nigerian Bottling Company
DOI: www.doi.org/10.36349/fujpam.2025.v4i01.009
author/Adoyi, J., Edogbanya, V.O. & Ahmed, M.Y.
journal/FUJPAM Vol. 4, No. 1
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