EFFECT OF UTILISATION AND COMMUNICATION TECHNOLOGIES ON SERVICE DELIVERY BY POSTGRADUATES IN PUBLIC UNIVERSITIES IN BENUE STATE
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EFFECT OF UTILISATION AND COMMUNICATION TECHNOLOGIES ON SERVICE DELIVERY BY POSTGRADUATES IN PUBLIC UNIVERSITIES IN BENUE STATE
Chapter One:
Introduction
1.1 Background to the Study
The rapid advancement in information and communication technologies (ICTs) has transformed various sectors, including education, by enhancing efficiency, accessibility, and service delivery. In Nigerian public universities, postgraduate education plays a crucial role in research, innovation, and human capital development. However, the effectiveness of service delivery to postgraduate students is often hindered by infrastructural challenges, administrative bottlenecks, and limited adoption of modern technologies.
Benue State, home to several public universities, faces unique challenges in leveraging ICT for postgraduate education. Despite the increasing reliance on digital tools for learning, research, and administrative processes, there is a need to assess how effectively these technologies are utilized and their impact on service delivery. This study seeks to examine the effect of utilization and communication technologies on service delivery for postgraduate students in public universities in Benue State.
1.2 Statement of the Problem
Postgraduate students in public universities in Benue State often encounter difficulties in accessing timely academic support, research materials, and administrative services. While ICT tools such as learning management systems (LMS), digital libraries, and online registration portals have been introduced, their full potential remains underutilized due to factors such as poor infrastructure, inadequate training, and resistance to change.
The inefficiencies in service delivery lead to delays in thesis supervision, result processing, and access to scholarly resources, ultimately affecting the quality of postgraduate education. This study aims to investigate how the utilization of communication technologies influences service delivery and identify the barriers to effective implementation.
1.3 Objectives of the Study
The study has the following specific objectives:
To examine the extent of ICT utilization in service delivery for postgraduate students in public universities in Benue State.
To assess the impact of communication technologies on the efficiency of academic and administrative services for postgraduate students.
To identify the challenges hindering the effective adoption of ICT in postgraduate service delivery.
To recommend strategies for improving ICT integration in postgraduate education services.
1.4 Research Questions
The study will address the following research questions:
What is the level of ICT utilization in service delivery for postgraduate students in public universities in Benue State?
How do communication technologies influence the efficiency of academic and administrative services for postgraduate students?
What are the major challenges affecting the adoption of ICT in postgraduate service delivery?
What strategies can be implemented to enhance ICT utilization for improved service delivery?
1.5 Research Hypotheses
The following hypotheses will be tested:
H₀₁: There is no significant relationship between ICT utilization and effective service delivery for postgraduate students.
H₀₂: Communication technologies do not significantly improve the efficiency of academic and administrative services for postgraduate students.
1.6 Significance of the Study
This study is significant for the following stakeholders:
University Administrators: The findings will help improve ICT policies and infrastructure to enhance service delivery.
Postgraduate Students: The study will highlight ways to leverage technology for better academic and research support.
Policy Makers: The recommendations will guide educational technology investments in Nigerian universities.
Researchers: The study contributes to existing literature on ICT in higher education management.
1.7 Scope of the Study
The study focuses on postgraduate students and administrative staff in public universities in Benue State. It examines ICT tools such as online learning platforms, digital libraries, student portals, and communication systems. The study covers the period from 2019 to 2024.
1.8 Operational Definition of Terms
ICT Utilization: The application of digital tools (e.g., LMS, email, e-libraries) in academic and administrative processes.
Service Delivery: The efficiency and effectiveness of academic support, research supervision, and administrative services for postgraduate students.
Communication Technologies: Digital platforms (e.g., emails, virtual meetings, SMS) used for information dissemination and interaction.
Postgraduate Students: Individuals pursuing Master’s or Ph.D. degrees in public universities.
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