Social Intelligence and Effective Service Delivery in Public Secondary Schools, Akwa Ibom State, Nigeria

E E Ekanem ,A P Udofe ,Gary A Evans

doi:10.7176/jep/11-8-16

Abstract

In every competitive market, effective service delivery is needed to stay afloat. In consideration of the numbers of secondary schools springing up in recent times, it was necessary to investigate effective service delivery as predicted by social intelligence of Management in using secondary schools in Akwa Ibom State. The Ex-post facto design was adopted for the study. The study population of 2,583 staff at Management cadre was used, from which a sample size of 537 was selected using multistage sampling procedure. The instruments were structured questionnaire christened management social intelligence questionnaire (MSI) and effective service delivery (ESD). The reliabilities of the instruments (MSI and ESD) were tested using the Cronbach Alpha statistical tool, which yielded correlation coefficients of 0.75 and 0.83 respectively. Data obtained from 537 Management staff of secondary schools in the study area were analysed using linear regression. Results revealed that Management social intelligence: interpersonal relationship, situational control, and self-judgement significantly predict leadership’s effective service delivery in public secondary schools in Akwa Ibom State. Therefore, it was recommended that the Ministry of Education and State’s Secondary Education Board should pay close attention to Management social intelligence in public secondary schools to ensure continuous patronage of this sector. Keywords: Social Intelligence, Service Delivery, Management, Public School and DOI: 10.7176/JEP/11-8-16 Publication date: March 31 st 2020

Highlights

In a highly competitive market such as academic institutions, service-based operations need to be capitalized for any organization to stand-out among competitors
Effective service delivery is vital to service management and involves doing the right thing at the right time and in the right manner
The nature of this study suggests that the variables; social intelligence and effective service delivery, had already existed and no attempt was made to manipulate the variables (Uyanga and Etudor-Eyo, 2015).The researcher found this design appropriate for the study as it attempts to find out the existing influence of the independent variable (Management social intelligence) on the dependent variable (Effective service delivery)

Summary

Introduction

In a highly competitive market such as academic institutions, service-based operations need to be capitalized for any organization to stand-out among competitors. This can only be achieved through effective service delivery. Effective service delivery is vital to service management and involves doing the right thing at the right time and in the right manner. It is worthy of note that human relation is complex, and demands both natural and acquired skills at every point in time. Social intelligence is acquired through training (learning) and experiences (Goleman, 2008; Saiti, 2014; Ogden and Germinario, 2014; Anderson, 2010; Bryrant, 2016)

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