Management Control and Institutional Service Quality in Nigeria Police Force and Nigeria Customs Service

Abstract

Law enforcement agencies are designed to secure lives and properties of the citizenry and to attain this, strategies are put in place to compare performance with predetermined standards and objectives. However, the mechanisms for management control seem ineffective and have contributed to importation of contra ban products and fire arms that has contributed to insecurity in Nigeria. Therefore, this study examined the effect of management control on institutional service quality in the operations of Nigeria Police Force and Nigeria Customs Service as law enforcement agencies in Nigeria.  A mixed research design was adopted with a population of 131,280 personnel of the NPF and NCS. A sample size of 654 was computed through Krejcie and Morgan sample-size determination formula. The study adopted the stratified random sampling to select the officers and men of the NPF and NCS in Abuja and Lagos command units from three management cadres. Validated questionnaire and interview were instruments for data collection. Descriptive and inferential statistics were employed in analysis of data. The study found that management control has significant effect on service quality of NPF and NCS (Adj. R² = 0.373, F_{(1, 515)} = 308.106, p= 0.000). Over-centralised management system of both agencies with Powers clearly concentrated in Abuja serves as impediment to service quality in the two agencies. The study recommended that the management of the NPF and NCS should institute effective management control mechanisms that is transparent and impartial to swiftly check its personnel excesses regardless of cadre in the agencies.

Keywords: Management Control, Institution, Service Quality, Police Force, Customs Service.