Public Service Delivery in Nigeria: A Quantitative Analysis of the Effect of E-Governance Dimensions

Abstract A proper understanding of issues affecting public service delivery is critical to maintaining an effective public service system in Nigeria. This study examined the predictive association between e-governance and public service delivery in South-South Nigeria. The study adopted a crosssectional survey design targeting civil servants across Federal, State, and Local Government institutions. A convenience sampling technique was used due to accessibility constraints. A total of 340 questionnaires were distributed across multiple ministries and agencies, out of which 230 valid responses were retrieved and used for analysis, representing a response rate of 67.6%. Data were collected using a self-structured instrument titled E-Governance and Public Service Delivery Questionnaire (EGPSDQ). The instrument was subjected to face and content validation by experts, and reliability was confirmed using Cronbach’s alpha. Descriptive statistics (frequency counts, percentages with bar chart displays) were used to assess the extent of e-governance implementation and public service delivery, while multiple linear regression analysis was employed to examine the relationship between e-governance dimensions and service delivery outcomes. The result revealed that the extent of public service delivery is low, while e-governance is implemented to a moderate extent in the South-South Region of Nigeria. The regression results indicated that e-governance dimensions are significantly associated with public service delivery. The study concludes that strengthening digital governance practices may improve service delivery efficiency in the public sector. It is recommended that government agencies enhance digital infrastructure, staff capacity, and inter-agency integration to improve service outcomes.

Keywords: public service, public service delivery, e-governance, e-governance initiatives, public service dimensions