ROLE EXPANSION, FEEDBACK AND PERFORMANCE COMMUNICATION, AS A CORRELATE OF QUALITY SERVICE DELIVERY IN PUBLIC UNIVERSITIES IN BAYELSA STATE

This study investigated role expansion, feedback, and performance communication as correlates of quality service delivery in public universities in Bayelsa State. The study adopted a correlational survey research design. Two research questions and two null hypotheses guided the study and were tested at a 0.05 level of significance. The population of the study comprised academic and non-academic staff of public universities in Bayelsa State, while a sample of 410 respondents was used for the study. Data were collected using a structured questionnaire designed to measure role expansion, feedback and performance communication, and quality service delivery. The instrument was validated by experts, while its reliability was established using the Cronbach Alpha reliability method. Data collected were analyzed using Pearson Product-Moment Correlation Coefficient. The findings revealed a moderate positive and significant relationship between role expansion and quality service delivery in public universities in Bayelsa State, with a correlation coefficient of r = 0.467 and a p-value of 0.000. The findings also showed a moderate positive and significant relationship between feedback and performance communication and quality service delivery, with a correlation coefficient of r = 0.546 and a p value of 0.000. Based on these findings, the study concluded that role expansion, feedback, and performance communication are important correlates of quality service delivery in public universities. It was recommended that university management should expand staff roles in a structured and supportive manner and strengthen feedback and performance communication systems to improve staff efficiency, accountability, and service delivery.