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IMPROVING SERVICE DELIVERY THROUGH INFORMATION AND COMMUNICATION TECHNOLOGY IN THE NIGERIAN MANUFACTURING INDUSTRY
The aim of the study is to examine the effect of information and communication technology on service delivery in the Nigerian manufacturing industry. Stratified random sampling method was applied at selecting the sample. The study made use of a sample of 225 employees from six private listed manufacturing companies in Lagos State Nigeria. Cross-sectional survey research design method was adopted, and the statistical techniques used comprised of correlation and multiple regression analysis. Findings showed that electronic mail, teleconferencing and telecommuting as variables of information and communication technology have positive effect on service delivery. Therefore, the study concluded that teleconferencing systems, collectively with changes in corporate policies and support, can result in reductions in travel and its related costs. Among Internet users, email is considered as the most significant application on the Internet that support employees means of communication. It was recommended that employees have to acquire skills on how to use fax machines, computers, and communication software in order to offer efficient services.
Keywords: Information and Communication Technology, Electronic Mail, Teleconferencing, Telecommuting