ABSTRACT

This study was carried out to examine the relationship between ‘Internet Skills of Administrative Office Managers’ and Effective Service Delivery in Akwa Ibom State’. In order to achieve this purpose, four research questions were formulated to the study, four hypotheses were also postulated and tested at .05 level of significance. Related literature and empirical studies were reviewed. A survey research design was adopted for the study and the population of the study comprised of 250 administrative office managers from Uyo, Eket and Ikot Ekpene Senatorial Districts of the research area. A sample size of 125 respondents was used. The researcher developed instrument tagged “Internet Skills and Administrative Office Managers’ Effective Service Delivery Questionnaire” (ISAOMESDQ) used for data collection. The test re-test method was used in testing the reliability of the instrument and a Cronbach Alpha Coefficient index of .89 was obtained which showed the reliability of the instrument. The Pearson Product Moment Correlation (PPMC) was used for the statistical analysis in which the results were positive and showed that significant relationship exist between electronic messaging skill, e-commerce skill, electronic record management skill, audio and video conferencing skill of administrative office managers’ and effective service delivery. Finally, among the recommendations; the study raised the need that public and private sectors should adopt and adapt to internet skills in order to enhance effective service delivery.

TABLE OF CONTENTS

CONTENTS                                                                               PAGE

Cover page           -        -        -        -        -        -        -        -        -        i

Title page  -          -        -        -        -        -        -        -        -        ii

Certification -       -        -        -        -        -        -        -        -        iii

Declaration -        -        -        -        -        -        -        -        -        iv

Dedication            -        -        -        -        -        -        -        -        -        v                                                                                     

Acknowledgements        -        -        -        -        -        -        -        vi                                                                     

Abstract   -           -        -        -        -        -        -        -        -        vii                                                                                     

Table of contents  -        -        -        -        -        -        -        -        viii

List of tables        -        -        -        -        -        -        -        -        ix                                                                                                                          

Chapter one: Introduction

 Background of the study                  -        -        -        -        -        -        1                                                              

 Statement of the problem       -        -        -        -        -        -        7                                                            

 Purpose of the study     -        -        -        -        -        -        -        8                                                                  

 Research questions       -        -        -        -        -        -        -        9                                                                     

 Hypotheses         -        -        -        -        -        -        -        -        10                                                                              

 Significance of the study        -        -        -        -        -        -        11

 Delimitation of the Study       -        -        -        -        -        -        13

Chapter two: Review of Related Literature

 Theoretical framework  -        -        -        -        -        -        -        15

 Theory of administrative management      -        -        -        -        15 

 Theory of scientific management     -        -        -        -        -        16

 Conceptual framework           -        -        -        -        -        -        -        17

 Internet skills and administrative office managers,

 effective service delivery         -        -        -        -        -        -        17

 Electronic messaging skill of administrative office

 managers’ and effective service delivery    -        -        -        -        20

 E-commerce skill of administrative office managers’

 and effective service delivery -                   -        -        -        -        -        21

 Electronic record management skill of  administrative office managers’    and effective service delivery       -        -        -        -        -        -        28

Audio and video conferencing skill of administrative office    managers’ and effective service delivery       -        -        -        -        -        -        35

Related empirical studies  -     -        -        -        -        -        -        37

Summary of literature review  -        -        -        -        -        -        39

Chapter Three: Research Methods

Area of the study -        -        -        -        -        -        -        -        43

Design of the study        -        -        -        -        -        -        -        44

Population of the study -        -        -        -        -        -        -        44 

Sample and sampling technique                 -        -        -        -        -        47

Instrumentation    -        -        -        -        -        -        -        -        47

Validation of the instrument   -        -        -        -        -        -        48

Reliability of the instrument    -        -        -        -        -        -        48

Data collection technique        -        -        -        -        -        -        49

Methods of data analysis        -        -        -        -        -        -        -        50

Decision rule        -        -        -        -        -        -        -        -        50

Chapter Four: Data Analysis, Presentation and Discussion of Findings

Research question 1       -        -        -        -        -        -        -        51

Research question 2       -        -        -        -        -        -        -        53

Research question 3       -        -        -        -        -        -        -        54

Research question 4       -        -        -        -        -        -        -        56

Hypotheses testing        -        -        -        -        -        -        -        57

Hypothesis 1        -        -        -        -        -        -        -        -        57

Hypothesis 2        -        -        -        -        -        -        -        -        59

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