AI–POWERED E-ADMINISTRATION AND SERVICE DELIVERY IN FEDERAL TERTIARY INSTITUTIONS OF ANAMBRA STATE, 2013 - 2023

Abstract

The rapid expansion of the tertiary education sector has made higher education administration complex, necessitating alternative approaches that are faster, transparent, and result-oriented. Electronic administration (e-administration), which involves the use of ICT to ease processes, improve efficiency, and enhance accessibility, was introduced to address these challenges. This study examined the impact of e-administration on service delivery in federal government-owned tertiary institutions in Anambra State. Guided by three research questions and three hypotheses, the study adopted the New Public Management theory, which emphasizes a shift from traditional practices to efficient, results-oriented methods. A descriptive survey design was employed, with a sample of 370 drawn from a population of 66,488. Data were collected using a structured questionnaire and analyzed with a five-point Likert scale, while regression analysis using SPSS version 20 tested the hypotheses. Findings revealed that automation of admission processes, ICT applications, and online fee payments significantly enhanced service delivery. The study concluded that e-administration has a positive and significant impact on institutional performance. It recommended full automation of administrative processes and adequate funding of ICT facilities to align with global best practices and ensure maximum utilization