EFFECT OF E-GOVERNMENT ON PUBLIC SERVICE DELIVERY IN NIGERIA.
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EFFECT OF E-GOVERNMENT ON PUBLIC SERVICE DELIVERY IN NIGERIA.
Abstract
The adoption of e-government has emerged as a transformative approach to improving efficiency, transparency, and accountability in public service delivery worldwide. In Nigeria, successive governments have introduced various digital platforms and initiatives aimed at enhancing administrative processes, reducing bureaucratic bottlenecks, and fostering citizen engagement. This study examines the effect of e-government on public service delivery in Nigeria, with particular emphasis on accessibility, timeliness, cost-effectiveness, and user satisfaction. Employing a mixed-method research design, data were collected through structured questionnaires and key informant interviews with public officials and service users across selected federal and state agencies. The findings reveal that e-government initiatives have contributed significantly to faster processing of services, improved record management, and increased transparency in certain sectors. However, challenges such as inadequate ICT infrastructure, low digital literacy among citizens, cybersecurity concerns, and policy implementation gaps continue to limit their overall effectiveness. The study concludes that while e-government has the potential to revolutionize public service delivery in Nigeria, sustained investment in ICT infrastructure, capacity building, and policy enforcement is critical for maximizing its benefits. Recommendations include the integration of interoperable systems, continuous public sensitization, and stronger institutional frameworks to ensure inclusive and efficient service delivery.
Keywords: e-government, public service delivery, ICT, transparency, Nigeria, governance.
Table of Contents
Chapter One: Introduction
1.1 Background to the Study
1.2 Statement of the Problem
1.3 Objectives of the Study
1.3.1 General Objective
1.3.2 Specific Objectives
1.4 Research Questions
1.5 Research Hypotheses (if applicable)
1.6 Significance of the Study
1.7 Scope of the Study
1.8 Limitations of the Study
1.9 Operational Definition of Terms
Chapter Two: Review of Related Literature
2.1 Conceptual Clarifications
2.1.1 Concept of E-Government
2.1.2 Concept of Public Service Delivery
2.1.3 E-Government Models and Frameworks
2.1.4 Dimensions of Public Service Delivery (Efficiency, Transparency, Accessibility, etc.)
2.2 Theoretical Review
2.2.1 Technology Acceptance Model (TAM)
2.2.2 Innovation Diffusion Theory
2.2.3 Public Value Theory
2.3 Empirical Review
2.3.1 Studies on E-Government in Nigeria
2.3.2 International Perspectives on E-Government and Service Delivery
2.4 Summary of Literature Review and Research Gap
Chapter Three: Research Methodology
3.1 Research Design
3.2 Population of the Study
3.3 Sample Size and Sampling Technique
3.4 Sources and Methods of Data Collection
3.5 Research Instrumentation
3.6 Validity and Reliability of the Instrument
3.7 Method of Data Analysis
3.8 Ethical Considerations
Chapter Four: Data Presentation, Analysis and Discussion
4.1 Data Presentation
4.2 Analysis of Research Questions/Hypotheses
4.3 Discussion of Findings
4.3.1 Effect of E-Government on Service Efficiency
4.3.2 Effect on Transparency and Accountability
4.3.3 Effect on Accessibility and User Satisfaction
Chapter Five: Summary, Conclusion and Recommendations
5.1 Summary of Findings
5.2 Conclusion
5.3 Recommendations
5.4 Suggestions for Further Studies
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