Original Research

Enhancing service delivery in Joint Admission and Matriculation Board (JAMB) Nigeria: The imperative of e-governance

Emma E.O. Chukwuemeka, Okeke Chinenye, Chukwuemeka Okafor
Africa’s Public Service Delivery & Performance Review | Vol 6, No 1 | a240 | DOI: https://doi.org/10.4102/apsdpr.v6i1.240 | © 2018 Emma E.O. Chukwuemeka, Okeke Chinenye, Chukwuemeka Okafor | This work is licensed under CC Attribution 4.0
Submitted: 03 July 2018 | Published: 29 November 2018

About the author(s)

Emma E.O. Chukwuemeka, Department of Public Administration, Nnamdi Azikiwe University, Nigeria
Okeke Chinenye, Department of Public Administration, Nnamdi Azikiwe University, Nigeria
Chukwuemeka Okafor, Department of Government and Public Administration, Baze University, Nigeria


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Abstract

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.

Conclusion: JAMB and other public agencies should avail themselves of the windows of opportunities that e-governance provides.


Keywords

e-governance; service quality; bureaucratic bottleneck; policy

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