Human Resource Management and Service Delivery in Plateau State Internal Revenue Service, Nigeria, 2017-2022

Abstract

The study examined the relationship between human resource management and service delivery in Plateau State
Internal Revenue Service, Nigeria, 2017-2022. Two hypotheses were formulated and tested by the study. The study
used the descriptive survey research design. The population of the study consists of 1289 employees of the
organization. The sample size for the study was 307; this was determined using the Taro Yamane formula. The study
used a questionnaire as an instrument of data collection. The questionnaire was subjected to face and content validity.
Cronbach alpha method was used to establish the internal consistency of the questionnaire items which yielded a
reliability coefficient of 0.82. Data collected for the study were analyzed using the descriptive statistics of mean and
standard deviation to answer the research questions while the Pearson Product Moment Correlation Coefficient was
used to test the hypotheses at a 0.05 level of significance. The study's findings indicated that the training and reward
system had a significant relationship with the service delivery in Plateau State Internal Revenue Service, Nigeria. The
study concluded that human resource management has a positive significant relationship with service delivery. It was
therefore recommended among others that Plateau State Internal Revenue Service should develop training programs
and policies that would ensure employees acquire additional relevant knowledge and skills that enhance their service
delivery.