HUMAN CAPITAL DEVELOPMENT AND ORGANIZATIONAL QUALITY SERVICE DELIVERY IN NIGERIA

The purpose of this study is to examine human capital development (namely training, empowerment, and career development) and organizational quality service delivery. It also investigates the mediating role of human resource values in increasing the organisational quality service delivery. The research is conducted in the context of Nigeria's Industrial Training Fund (ITF). 399 employees constitute the sample. The questionnaire was the instrument for data collection. 235 valid questionnaire copies were retrieved out of the 399 administered, yielding a response rate of 58.90 percent. The data were analysed using partial least square structural equation modelling with the SMART PLS 3.33 version. The findings showed that training and empowerment have a direct significant relationship with organisational quality service delivery, although career development has an insignificant effect on organisational quality service delivery. Further, the findings revealed that human resource values have a positive relationship with organisational quality service delivery. In addition, the results established that human resource values mediate the relat ionship between training, empowerment, and organisational quality service delivery. On the other hand, human resource values did not mediate the relationship between career development and organisational quality service delivery. The research presents a theoretical framework that includes antecedents (human capital development, such as training, empowerment, and career development), mediator (human resource values), and outcome (organisational quality service delivery) which may not have been available in previous studies.