EFFECT OF E-GOVERNANCE ON SERVICE DELIVERY IN JOINT ADMISSION AND MATRICULATION BOARD (JAMB), NIGERIA (2014-2019)

The study presents an empirical investigation into the effect of e-governance on service delivery in the Joint Admission and Matriculation Board, Nigeria. The study was guided by two specific objectives. Two research questions were raised and answered by the study while two hypotheses were formulated and tested. The study adopted a descriptive survey research design. The population of the study consists of 44,913 undergraduate level students from three selected Federal Universities in the North-Central States, Nigeria. The sample size of the study was 396; this was determined using the Taro Yamane formula. The sample size was allocated to the population using the Multistage sampling technique. The instrument of data collection was a structured questionnaire. The instrument was subjected to face and content validity. Cronbach alpha method was used to establish the internal consistency of the questionnaire items which yielded a reliability coefficient of 0.84. Data collected for the study were analyzed using descriptive statistics, precisely the mean (real limits of number) and standard deviation to answer the research questions while Pearson Product Moment Correlation Coefficient (PPMC) statistics was used to test the hypotheses at a 0.05 level of significance. The study after data analysis and testing of hypotheses revealed that, there is a strong positive significant relationship between the variables of e-governance and quality service delivery; and the customer experience in the Joint Admission and Matriculation Board. The study recommended among others that, Joint Admission and Matriculation Board should put a reliable and strategic framework for e-governance operation to sustain and improve on the current Information and Communication Technology (ICT) facilities available that would guarantee the quality of service delivery.