‘Unpacking the polemic’ Diversity management and the dialectics of service delivery in Nnamdi Azikiwe University Awka Anambra State Nigeria

Abstract

This study investigates diversity management and service delivery outcome in Nnamdi Azikiwe University Awka, to empirically respond to the prevailing polemic on the relationships between the two variables. Drawing on qualitative and quantitative method of data collection amid Social Identity theory as the framework for interpretation and analysis as well as the Karl Pearson’s Product moment correlation coefficient (the raw score) formula, with the modified student t test to investigate the significant of the correlation. The study reveals that diversity management in NAU Awka has positively shaped service delivery system between 2012 and 2024 (6.57 > 3.82), with gender diversity among employees in the university contributing positively to the service delivery outcome of the university within the same period (8.90>3.182). The findings uncover challenges in diversity management and provide evidence-based strategies for enhancing service delivery outcomes. The study mapped into the existing discourses on the diversity management and service delivery, offering actionable insights for improving diversity management practices and fostering inclusive educational environments in public universities.