IMPACT OF OUTSOURCING ON CLEANING SERVICE QUALITY: A STUDY OF THE UNIVERSITY OF LAGOS

KENNETH O. IKENWA; BAMIDELE SOLOMON OLUSEGUN

KENNETH O. IKENWA Department of Business Administration, University of Lagos, Akoka. Nigeria
BAMIDELE SOLOMON OLUSEGUN Procurement Unit, University of Lagos, Akoka. Nigeria

Keywords: Outsourcing, Quality, Cost reduction, Service provider, Servqual

Abstract

This study examines the impact of outsourcing on cleaning service quality in UNILAG. Primary data using questionnaires were collected from 43 members of staff of the institution selected using purposive sampling. Data generated were analysed using descriptive and inferential (t-test) statistics. The result of the t-test revealed that t = 5.790 and p = 0.000 and since p ≤ 0.05 it thus means that there is a significant difference in cleaning service quality before and after outsourcing. This by implication means that the quality of the cleaning service improved after it was outsourced. With the satisfaction achieved through outsourcing cleaning functions, the study recommends that the university may need to consider outsourcing other not too strategic non-core support activities for improved administrative efficiency and resource appropriation.