Information Communication Technology Self-Efficacy, Capacity Building and Service Quality of Secretaries in Private Tertiary Institutions Osun State, Nigeria

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dc.contributor.authorMobolaji Mojisola ADEWALE
dc.date.accessioned2026-07-30T14:57:05Z
dc.date.available2026-07-30T14:57:05Z
dc.date.issued2025-12
dc.description.abstractService quality in administrative functions is a critical aspect of the overall reputation and operational efficiency of tertiary institutions. In today’s increasingly digital and knowledge- driven economy, the roles and expectations of secretarial professionals have evolved dramatically. The study investigates information communication technology self-efficacy, capacity building and service quality of secretaries in private tertiary institutions in Osun State, Nigeria. Descriptive survey design was adopted for the study, and the population comprised 195 secretaries in all private tertiary institutions in Osun State, Nigeria. The sample size was 195 which was determined using total enumeration technique. The questionnaire was used for data collection; and the reliability test of the instrument was service quality = 0.89; information and communication technology self-efficacy = 0.82; and capacity building = 0.80. Data was analysed using descriptive and inferential statistics. Findings showed that the level of service quality of secretaries in private tertiary institutions in Osun State, Nigeria was moderate (x  2.97). The level of ICT self-efficacy among secretaries was moderate (x  2.99). The level of capacity building among secretaries was moderate (x  3.92). There was significant influence of information communication technology self-efficacy on service quality of secretaries (F(1, 178) = 20.239, p<0.05). There was significant influence of capacity building on service quality of secretaries (F(1, 178) = 9.503, p<0.05). There was a significant combined influence of information communication technology self-efficacy and capacity building on service quality of secretaries (F(2, 177) = 14.901, p<0.05). The study found ICT self-efficacy and capacity building positively influence service quality of secretaries, recommending time management and proactive communication to enhance service quality. The study concluded that information communication technology self-efficacy and capacity building had positive influence on service quality of secretaries in private tertiary institutions in Osun State, Nigeria. It was recommended that to enhance the service quality of secretaries, they should develop personal time management strategies to meet deadlines and deliver services as promised. They should adopt proactive communication by informing stakeholders in advance about service timelines or delays. Keywords: Capacity Building, Information Communication Technology Self-efficacy, Service Quality, Secretaries, Nigeria Word Count: 300
dc.identifier.citationKate Turabian
dc.identifier.otherM.sc
dc.identifier.urihttps://repository.lcu.edu.ng/handle/123456789/1423
dc.language.isoen
dc.publisherLead City University, Ibadan
dc.relation.ispartofseriesM.sc
dc.subjectCapacity Building
dc.subjectInformation Communication Technology Self-efficacy
dc.subjectService Quality
dc.subjectSecretaries
dc.subjectNigeria
dc.titleInformation Communication Technology Self-Efficacy, Capacity Building and Service Quality of Secretaries in Private Tertiary Institutions Osun State, Nigeria
dc.typeThesis

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