COMPETENCY ASSESSMENT AND TIMELY SERVICE DELIVERY OF ANCILLARY TELECOMMUNICATION FIRMS IN YENAGOA, BAYELSA STATE

Abstract

The “study examined the relationship between competency assessment and timely service delivery of ancillary telecommunication firms in Yenagoa, Bayelsa State. The study was motivated by the increasing challenges of delayed technical support services, poor response time, slow network fault resolution, and inefficient customer service delivery experienced by some ancillary telecommunication firms. Competency assessment was measured using objective criteria and fairness, while timely service delivery was adopted as the dependent variable. The cross-sectional survey research design was adopted for the study. The population comprised 50 managers from 50 ancillary telecommunication firms in Yenagoa, Bayelsa State. Data were collected through a structured questionnaire titled: Competency Assessment and Timely Service Delivery Index (CATSDI). The reliability of the instrument was achieved using Cronbach’s Alpha Coefficient. Out of the administered questionnaires, 46 copies representing 92% were completely retrieved and used for analysis. Spearman Rank Order Correlation was employed with the aid of Statistical Package for Social Sciences (SPSS) version 25.0 to test the hypotheses. Findings revealed that objective criteria significantly relate with timely service delivery (r = 0.699, p < 0.01), while fairness also significantly relates with timely service delivery (r = 0.703, p < 0.01). The study concluded that competency assessment enhances timely service delivery by improving employee performance, operational efficiency, and responsiveness to customer needs. The study recommended that management should establish clear performance standards and ensure fair competency assessment practices to improve service efficiency and customer” satisfaction.