Chapter One — 1.1 Background to the Study

Over the past decade, the relationship between business process re-engineering and service delivery quality has become a subject of considerable debate among scholars and industry practitioners alike, particularly within the context of Kogi State where operating conditions differ markedly from more developed markets.

Kogi State presents a useful setting for examining this relationship precisely because the conditions there — structural, regulatory, and behavioural — differ from those typically assumed in the broader literature, most of which draws on evidence from more developed economies.

1.2 Statement of the Problem

Despite a growing body of literature on business process re-engineering, there remains limited consensus on the precise nature of its relationship with service delivery quality, particularly within Kogi State. Many organizations continue to make decisions about business process re-engineering without a clear, evidence-based understanding of how those decisions ultimately affect service delivery quality. This gap between practice and empirical understanding is the central problem this study seeks to address.

1.3 Objectives of the Study

1. To examine the effect of Business Process Re-engineering on service delivery quality in Kogi State.
2. To assess the extent to which business process re-engineering influences service delivery quality within the study area.
3. To identify the challenges associated with business process re-engineering in relation to service delivery quality.
4. To recommend strategies for optimizing business process re-engineering in order to improve service delivery quality.

1.4 Research Questions

1. What is the effect of business process re-engineering on service delivery quality in Kogi State?
2. To what extent does business process re-engineering influence service delivery quality within the study area?
3. What challenges are associated with business process re-engineering in relation to service delivery quality?
4. What strategies can be adopted to optimize business process re-engineering in order to improve service delivery quality?

1.5 Significance of the Study

This study is significant to a range of stakeholders. For policymakers and regulators, the findings offer evidence to guide the design of frameworks that support healthier outcomes around service delivery quality. For managers and practitioners within Kogi State, the study provides practical insight into how business process re-engineering can be better managed. Finally, it contributes to the academic literature on business administration by extending existing knowledge into a specific empirical context, and offers a reference point for future researchers.

1.6 Scope of the Study

In terms of scope, this study confines itself to Kogi State, focusing specifically on how business process re-engineering relates to service delivery quality within that setting. Findings are interpreted within these boundaries rather than as universal claims applicable to every organization or market.