Title: Examining The Relationship Between Electronic Governance And Service Delivery In Federal Polytechnics In South- East Nigeria
Authors: EGWU OTU SYLVESTER and Prof. Emma E.O.Chukwuemeka
Volume: 8
Issue: 7
Pages: 330-342
Publication Date: 2024/07/28
Abstract:
This study investigated the adoption and utilisation of electronic governance and service delivery at federal polytechnics situated in the South-East region of Nigeria between 2013 and 2022. The objective of the study is to determine the relationship between electronic documentation methods and the level of service quality at the selected federal polytechnics. Moreover, it seeks to investigate the relationship between computerized assessment methods and the administration of exams at the federal polytechnic. The study was motivated by two research queries and assumptions. The study used the Cohesive Service Delivery Theory (CSDT) to clarify the relationships between electronic governance and service delivery. The hypothesis suggests that the combined effect of e-government, government resources, and public participation may greatly improve the effectiveness of service delivery. The study population comprised a total of 6550 employees, including both teaching and non-teaching staff members, who were affiliated with the Federal polytechnics located in the South-East region of Nigeria. The sample size of 363 was determined using the statistical techniques established by Krejcie and Morgan in 1970. This study used stratified sampling, which was then followed by simple random sampling. The study used a cross-sectional descriptive survey research methodology. The necessary data for the inquiry were collected using a standardised questionnaire form. The study used the 5-point Likert Scale to assess participants' replies in the structured questionnaire. The research themes were investigated using descriptive statistics, specifically using the mean as a statistical tool. The research hypotheses were assessed using inferential statistics, notably Pearson's Product Moment Correlation. The research found a significant and relevant association between the use of electronic documents and the quality of service in Federal Polytechnics. Moreover, there exists a strong and meaningful correlation between computerised assessment and the administration of examinations at Federal Polytechnics. Based on the results, the researcher recommends that polytechnics should enhance the use of electronic documents in their administration in order to enhance the quality of their services. Furthermore, in order to guarantee optimal administration of exams, it is essential to dedicate resources towards the complete implementation of electronic examinations in these institutions.