ICT Self-Efficacy and Administrative Service Quality: A Survey of Selected Polytechnics in Ogun State

Tajudeen Adisa JIMOH1 & Oluwatosin Abosede KEHINDE2, Volume 6 Issue 1, July 2025 Pages 38-48, Published: 2025-05-05

Abstract

This study examined the influence of ICT self-efficacy on administrative service quality in selected polytechnics in Ogun State, Nigeria – The Federal Polytechnic, Ilaro and Moshood Abiola Polytechnic, Abeokuta. The study employed the survey approach involving the use of questionnaire for data collection. The population comprised all senior administrative Staff in the selected polytechnics out of which 240 were randomly selected as the sample for the study. Three research questions were raised and a 4-point likert questionnaire was developed and administered to the respondents. Hypotheses were tested with regression statistics at 0.05 level of significance that is 95% confidence interval. The results indicate that ICT Self-efficacy (safety and security, differentiation and communication self-efficacy) has significant influence on service delivery in the selected federal polytechnics. It was concluded that the perceived confidence on administrative staff in the effective and efficient utilisation of ICT tools is an important factor that could drive technology utilisation by the administrative staff and consequently their service quality. The study recommends, among others, that federal polytechnics should intensify capacity building programmes in the areas of digital and ICT skill mastery with a view to enhancing the ICT competence and self-efficacy of their administrative staff for improved administrative service quality