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The Effect of Employee Training on Service Delivery in Jumia Nigeria, Adamawa State

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Background of the Study

Employee training is a key factor in enhancing service delivery, particularly in sectors that rely heavily on customer interaction, such as e-commerce. In organizations like Jumia Nigeria, which operates across diverse regions in the country, employee training programs are essential for improving the quality of service, customer satisfaction, and operational efficiency. The growth of the Nigerian e-commerce market, including in states like Adamawa, has necessitated an increased focus on service delivery as a competitive advantage (Usman & Chukwu, 2024). Jumia’s customer service operations are crucial to maintaining customer loyalty and satisfaction, making the role of trained employees more significant in the company’s overall performance.

Adamawa State, with its distinct demographic characteristics, presents unique challenges in training employees to meet high service delivery standards, including limited access to educational resources and technological infrastructure. As Jumia expands its reach in this region, understanding the direct effect of employee training on service delivery is critical to developing effective strategies to improve customer experience and operational success (Garba & Raji, 2023). Although employee training has been linked to improved service quality in various industries, its specific impact on Jumia's service delivery in Adamawa remains under-explored.

This study aims to assess the impact of employee training on service delivery in Jumia Nigeria, particularly focusing on its Adamawa State branch, by examining how well-trained employees contribute to better customer service outcomes.

Statement of the Problem

While Jumia Nigeria places significant emphasis on employee training, it is unclear how training initiatives directly impact service delivery in Adamawa State. This is particularly important as service delivery is often seen as a competitive advantage in the e-commerce sector, yet challenges such as inconsistent training programs and varying levels of employee engagement persist (Bello & Musa, 2024). This study will address these gaps by investigating the link between employee training and service delivery at Jumia Nigeria in Adamawa State.

Objectives of the Study

1. To assess the impact of employee training on service delivery in Jumia Nigeria, Adamawa State.

2. To examine the relationship between employee competencies gained from training and customer service quality at Jumia Nigeria, Adamawa State.

3. To identify the challenges and barriers to effective training and its impact on service delivery at Jumia Nigeria, Adamawa State.

Research Questions

1. How does employee training impact service delivery in Jumia Nigeria, Adamawa State?

2. What are the key skills gained from training that contribute to improved service delivery at Jumia Nigeria, Adamawa State?

3. What challenges hinder the effectiveness of employee training in enhancing service delivery at Jumia Nigeria, Adamawa State?

Research Hypotheses

1. Employee training has a positive effect on service delivery in Jumia Nigeria, Adamawa State.

2. Employees who receive regular training are more likely to exhibit improved service delivery at Jumia Nigeria, Adamawa State.

3. There are significant barriers to the effectiveness of employee training programs in improving service delivery at Jumia Nigeria, Adamawa State.

Scope and Limitations of the Study

This study will focus on Jumia Nigeria’s operations in Adamawa State and explore how employee training influences service delivery. Limitations may include challenges in obtaining consistent data on training programs and potential biases in employees’ self-assessments of service quality.

Definitions of Terms

• Employee Training: The process of equipping employees with the necessary skills and knowledge to perform their jobs effectively.

• Service Delivery: The act of providing services to customers in a way that meets or exceeds their expectations, often involving customer interactions and support.

• Customer Service Quality: The level of satisfaction a customer experiences with the services provided by a company.

 





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