Electronic Record Management Practices and Office Managers’ Service Delivery in State Universities of Southwest, Nigeria

Abstract

Service delivery is an important pursuit for service providers who long to create and provide value to their customers. However, it is worthy of note that office managers in State Universities of Southwest, Nigeria have been battling with problems of poor service delivery. This study investigates Electronic Record Management Practices influencing Service Delivery of Office Managers in State Universities in the Southwest, Nigeria. The study adopted an inferential and cross-sectional survey design. The population of the study was 301 office managers in the State Universities of Southwest, Nigeria. Out of 301 copies of questionnaires administered, 299 were recovered, which represents a 99.3% response rate. Findings revealed that electronic record management practices have a positive and significant influence on service delivery of office managers in State Universities of Southwest, Nigeria (Adj. R² = 0.106, F(2.160) = 10.629, p = 0.000).  The study recommended that the management of the institutions should consistently provide investment in ICT to enhance the service delivery of office managers