Effect of Human Capacity Development on Service Delivery in Nigerian Bottling Company Plc, Kaduna

This study examines the effect of human capacity development on service delivery in the Nigerian Bottling Company (NBC), Kaduna, with specific attention to customer satisfaction, timely service delivery, and customer commitment. In the contemporary competitive environment, the quality of service delivery is closely linked to employee competence and development. Adopting a mixed-methods approach, data were collected through questionnaires and interviews administered to selected staff and customers of NBC Kaduna. The study employed a cross-sectional research design, with a sample size of 186 employees selected from a total population of 362 employees across various departments in Nigerian Bottling Company PLC, Kaduna. Data were collected through structured questionnaires and analyzed using descriptive and inferential statistical techniques. The findings indicate that human capacity development has a significant positive impact on the three service delivery variables. Specifically, employees who received regular training contributed to higher customer satisfaction, improved delivery timelines, and increased customer commitment. Nevertheless, inconsistencies in training access and resource allocation were observed, affecting the uniformity of service performance. Based on these findings, the study recommends a more strategic approach to capacity development, including performance-based training, improved manpower planning, and the integration of customer feedback into HR practices. These measures are essential for sustaining service quality and building long-term customer loyalty.