Effect of SERVICOM Information Service Delivery System on Workers’ Attitude in NARICT, Zaria, Nigeria

Abstract

This study investigated the effect of SERVICOM information service delivery , system by NARICT, Zaria, Basawa-Zaria in Nigeria. It was a case study and involved a population of 358 staff of which 193 were selected using simple random sampling technique. Variables for the study include: sources/medium of information service delivery; workers’ satisfaction with information service, workers’ participation in the SERVICOM information service delivery and participatory management. Questionnaire was the main instrument used in data collection. Out of 193 copies of questionnaire distributed to the various departments, 135 were retrieved, giving 62% response rate. Research findings showed that printed materials was the main source of information service delivery; high level of workers’ satisfaction with the information service delivery; average level of workers’ participation in information service delivery system. Other research finding was the low participation by staff in the decision making process of information service delivery system of NARICT SERVICOM which means there is low participatory management. The conclusion was that there was adequate information service delivery through ICT usage probably due to low ICT literacy level of respondents and no adequate motivation for staff. Autocratic leadership practiced do not give room for staff participation in the delivery of information services in NARICT. Possible recommendations include prompt and adequate service delivery using ICT facilities; adequate staff motivation and democratic leadership style be adopted in NARICT SERVICOM to ensure effective information service delivery for optimum productivity.