Title:
APPLICATION OF ICT IN SERVICE DELIVERY AS PREDICTOR OF STAFF JOB EFFECTIVENESS IN NIGERIA UNIVERSITIES

Authors:
Mary Felicia Opara (Rev, Sr, Prof) and Okeke Chisom Perpetua

Abstract:
Information and communication technology (ICT) utilization has been recognized as one of the drivers of effectiveness in service delivery. The study considered the emails and computer sets as ICT tools for effective service delivery in Anambra State Universities. Private and public Universities in Anambra state participated in the study. The study adopted correlational survey design. The study population comprised 5,038 Staff of public and private universities in Anambra State. 645 teaching and non-teaching were drawn from the Faculties of Education and Management Sciences participated in the study. The study employed the Questionnaire on Effectiveness of Service Delivery Scale (QESDS) and Questionnaire on Utilisation of ICT Scale (QUIS) for data collection. The instruments were validated and reliabilities were established at 0.814 and 0.767 using Cronbach Alpha. Multiple regression technique was employed for data analyses wherein the coefficient of regression and its corresponding t-values were used to answer the research questions and test the hypotheses respectively. The results revealed that staff use of e-mail did not significantly determine the effectiveness of service delivery in both public and private universities, and that use of computer set significantly determined the effectiveness of service delivery in both public and private universities. The study recommended that staff of organizations should be trained on use of ICT gadgets to enhance job effectiveness.

Keywords:
Information and Communication Technology, University, Job effectiveness, Service Delivery

DOI:
http://dx.doi.org/10.37500/IJESSR.2021.4204