ABSTRACT

The focus of the study is to investigate records management processes and quality service delivery in Abia State Civil Service Commission. This study provided answers to six research questions and tested six null hypotheses. The study adopted a correlational design. lhe research was delimited to the employees of Abia State Civil Service Commission and Ministires in Umuahia, with a total population of 5015. Yaro Yarnane was used to determine the sample size. 370 were selected and used for the study. Proportionate stratified simple random sampling technique was adopted to ensure representativeness of the composition of each subset of the entire population. A sample fraction of 0.07 was used to multiply across the population of each ministries. The instrument for data collection was captioned Records Management Processes and Quality Service Delivery Questionnaire (RMPQSDQ). The instrument was subjected to face validation by experts. A pilot test was conducted using 20 copies of the questionnaire. The result produced a coefficient of' 0.88 which shows reliability. Data were collected through a self- administered questionnaire. Three hundred and seventy of the instrument were administered to the respondents and 355 were retrieved which constitutes 96% returns. The research questions were answered using Pearson Product Moment Correlation (PPMC). "r" transformation was used to test the null hypotheses. The null hypotheses were tested using t-calculated against t-critical of 1 .96 at 0.05 level of significance. The findings showed that there were positive low relationship between records storage, records policies, records dissemination and records disposal as it relates with quality service delivery in Abia State Civil Service Commission. There arc strong relationship between records creation and records retrieval as it relates to quality services delivery in Abia State Civil Service Commission. Besides, there were statistical no significant relationship between records management processes and quality service delivery. The study recommends an immediate provision of records management infrastructures such as storage facilities, training staff members on proper record-keeping and building an archive. Abia State Civil Service Commission should ensure that records management is given proper position in the ministries as well as the commission. There should be urgent need to have an expert (Records Managers) in every records department across all ministries and the commission.