OBJECTIVE SELECTION CRITERIA AND QUALITY OF SERVICE DELIVERY IN PUBLIC SECTOR ORGANIZATIONS IN RIVERS STATE.

Abstract

This study examined the relationship between objective selection criteria and quality of service delivery in selected organizations in Rivers State. Transparent recruitment practices, including merit-based selection, structured interviews, and score-based evaluation systems, were investigated to determine their impact on employees’ competence, efficiency, and service performance. The study also considered leadership effectiveness as a moderating factor influencing this relationship. A descriptive survey research design was adopted, with a target population of 1,200 employees across selected public sector institutions. A sample of 240 respondents was selected using stratified random sampling. Data were collected through structured questionnaires and analyzed using descriptive statistics and multiple regression analysis. Findings indicate that objective selection criteria significantly enhance the quality of service delivery by improving timeliness, accuracy, and customer satisfaction. Leadership effectiveness was found to strengthen the positive impact of transparent recruitment practices on service outcomes. The study concludes that transparent, merit-based recruitment, combined with competent leadership, is crucial for achieving operational efficiency and improving public sector service delivery in Rivers State. Recommendations include institutionalizing merit-based recruitment policies, adopting structured assessment tools, enhancing leadership capacity, and leveraging technology to improve recruitment and service processes.