期刊名称：Africa’s Public Service Delivery and Performance Review (APSDPR)
印刷版ISSN：2310-2195
电子版ISSN：2310-2152
出版年度：2018
卷号：6
期号：1
页码：10-19
DOI：10.4102/apsdpr.v6i1.240
出版社：AOSIS
摘要：Background: Public service delivery in Nigeria is characterised by inefficiency. To address this administrative imbalance, various government organisations in Nigeria adopted e-governance to improve performance and service delivery. Aim: The study examined the impact of e-governance on service delivery using Joint Admission and Matriculation Board (JAMB) South East Nigeria as the case study. Setting: Five states of the South East of Nigeria were studied. Methods: Descriptive research typology was adopted. Focus group discussion, questionnaire and face-to-face interview were the major tools used for data collection. Statistical tools such as frequency tables and correlation coefficient test were used in data analysis and test of hypotheses. Results: The correlation coefficient test revealed, among others, that e-governance indicators have significant effect on service culture in JAMB. There is also significant relationship between e-governance and service quality in JAMB. In light of these findings, major recommendations were proffered, some of which are that public sector agencies should as a matter of policy develop a positive service culture and set up e-governance implementation committees that will work out modalities for effective implementation of the concept with performance evaluation.
关键词：e-governance; service quality; bureaucratic bottleneck; policy
