E-governance Adoption and Service Delivery in Selected Tertiary Institutions in Adamawa State, Nigeria 2010–2024

In recent times, E-governance has emerged as a veritable tool for improving service delivery in public institutions, including the education sector. Despite its significance and apparent potential to transform the quality of the educational system in Nigeria, its use seems not to be appreciated in tertiary institutions in Adamawa State. This study examines the impact of e-governance adoption on effective service delivery in selected tertiary institutions in Adamawa State, Nigeria. The study also examines the factors affecting the adoption of e-governance and its implications on effective service delivery in selected tertiary institutions. The theoretical underpinning is the Technology Acceptance Model (TAM). This study is significant considering the global trend toward the digitisation of service delivery in both the public and private sectors of the economy. The research is survey research, and the survey research design was adopted in this study. Both primary and secondary data were collected. The primary data were collected through questionnaires, interviews, and observations from a sample of 400 individuals selected from the study population. The stratified and random sampling technique was adopted to ensure equal representation of the sample among the population parameters. The two universities selected for the study were recognised as strata, and samples were taken using random sampling from each of them. The secondary data were collected from various sources, including documents such as journals, books, magazines, and government reports. The statistical techniques employed in presenting the qualitative data collected are simple percentages, frequency counts, and analysis using the regression analysis test at a 0.05 level of significance. The content analysis was also used to analyse quantitative data. The findings revealed that e-governance has significantly enhanced administrative efficiency and service delivery; however, challenges such as inadequate infrastructure, low digital literacy, technology infrastructure deficits, insufficient funding, resistance to change, cybersecurity concerns, high internet costs, and limited internet access persist. The study recommended potential strategies for improving e-governance implementation, including increasing funding, enhancing training programs, and investing in robust technology infrastructure, among others.