Workforce Management and Service Delivery in Nigeria’s Federal Airports Authority

Abstract

This study investigated workforce Management and Service Delivery in Nigeria’s Federal Airports Authority, it examines how human resource management (HRM) practices shape employee productivity and service outcomes in selected branches of the Federal Airport Authority of Nigeria (FAAN) between 2013 and 2025. The research is anchored on the Intellectual Capital Theory by Stewart (1997), which emphasizes the value of human, structural, and relational capital in enhancing organizational competitiveness. The study identifies key factors affecting employee productivity and assesses the administration of compensation as a driver of improved service delivery. Employing a descriptive survey and correlational research design, the study sampled 372 respondents from a population of 5,308 across Port Harcourt, Murtala Muhammed, Mallam Aminu Kano, and Nnamdi Azikiwe International Airports. Data were collected through structured questionnaires, interviews, and secondary sources, and analyzed with descriptive statistics and Spearman Rank Order Correlation. Findings reveal that HRM practices—including training, fair and motivating compensation, and strong communication channels—significantly enhance productivity (r = 0.661, p < 0.05), while compensation administration strongly influences performance and service delivery (r = 0.692, p < 0.05). Respondents confirmed that gaps in recruitment, training, compensation, and leadership contribute to low morale, dissatisfaction, and inefficiency, ultimately affecting passenger experiences. The study concludes that effective workforce management is essential for FAAN’s operational efficiency and service standards. It recommends continuous employee development, transparent promotion processes, performance-based compensation, and strengthened feedback mechanisms to foster commitment, motivation, and improved service delivery in Nigeria’s aviation industry.

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