Browsing by Author "Oluwatosin Abosede KEHINDE"

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    Information Communication Technology Self-Efficacy, Human Capacity Building and Service Quality of Secretaries in Federal Tertiary Institutions In Ogun State
    (Lead City University, 2023-12) Oluwatosin Abosede KEHINDE
    Secretaries are essential to the operations and growth of an institution. They act as intermediary between the management, staff/students and that is why is it important that secretaries render quality service so that the objective of the institution to be the best amongst its equals will be realized. However, there are several factors that can affect service quality, many of which have not been explored in the context of Nigerian tertiary institutions. This study examines the influence of information communication technology self-efficacy and human capacity building on service quality of secretaries in Federal Tertiary Institutions in Ogun State. The study adopted a descriptive survey research design. The population of this study consists two hundred and forty-one (241) secretaries employed in Federal Tertiary Institutions in Ogun State, Nigeria. One hundred and fifty (150) were randomly selected all together from the three Federal Tertiary institutions using simple random sampling technique. The research instrument was a structured questionnaire. The data was analyzed using descriptive and inferential statistics. The study found an overall high level of service quality amongst secretaries (3.19; 82%), high level of information communication technology (3.34; 91%),a high level of capacity building (3.79; 98%). The results also showed that human capacity building has a weak but significant influence on service quality of secretaries (R2=0.112; p=0.000). It also found that Information Communication Technology has a significant influence on service quality of secretaries (R2=0.288; p= 0.000). Multiple regression analysis shows that both information communication technology and human capacity building have a combined significant influence on service quality of secretaries (R2=0.399; p= 0.000). The researcher concluded that various factors, including Training and Education are very essential in shaping service quality. It was recommended that management of tertiary institutions should constantly train it employee, this will help the secretary to render better quality service. Keywords: Information Communication Technology, Human Capacity Building, Service quality, Secretaries, Federal Tertiary Institutions Word count: 299