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All Journal International Journal of Applied Business Research ORGANIZE: Journal of Economics, Management and Finance
John, Stephen
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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E-Governance And Public Service Delivery: Evidence From Nigeria Olabimitan, Ajibola Omotayo; Ogunmodede, Kehinde; John, Stephen
ORGANIZE: Journal of Economics, Management and Finance Vol. 4 No. 1 (2025): Economic Transformation and Development
Publisher : Perkumpulan Dosen Fakultas Agama Islam Indramayu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58355/organize.v4i1.149

Abstract

Globally, e-governance enhances public service delivery by leveraging digital platforms such as online portals, mobile apps, and social media to make services more citizen-focused and efficient. However, challenges such as limited digital literacy, low Internet penetration, and inadequate mobile network coverage continue to hinder effective service delivery. These challenges inspired this study to investigate the effect of e-governance on public service delivery in Nigeria. This study employed survey research design with data primarily sourced using structured questionnaires based on Likert scale. The population of the study consist of public servants and members of the public most of whom are lecturers and students of tertiary institutions. The Ordered Logistic Regression (OLR) model was used to estimate the data. The results showed that digital literacy among public servants, digital literacy among citizens, Internet penetration rate and mobile network coverage have significant positive effects on public service delivery with (β = 0.108; p-value = 0.007), (β = 0.006; p-value = 0.004), (β = 0.633; p-value = 0.001) and (β = 0.078; p-value = 0.010). The study therefore concluded that e-governance affects public service delivery in Nigeria. Hence, the study recommended that the Federal Government of Nigeria should design mandatory training programs for public servants focused on e-governance skills; include citizens in digital literacy campaigns through schools and ensure digital platforms are user-friendly and available in multiple local languages.
Cybersecurity and Customer Satisfaction in the Age of Digital Banking: An Application of Information Systems Success Model Ologun, Victor; Yusuf, Isaac; Obioha, Chiamaka; Akande, Jamiu; Ameen, Abdulrazaq; John, Stephen
ORGANIZE: Journal of Economics, Management and Finance Vol. 4 No. 3 (2025): Economic Transformation and Development
Publisher : Perkumpulan Dosen Fakultas Agama Islam Indramayu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58355/organize.v4i3.190

Abstract

In the rapidly evolving digital banking environment, cybersecurity has emerged as a critical factor influencing customer trust, system usage, and overall satisfaction. However, emergence of cybersecurity has also led to a parallel rise in cyberthreats involving data breaches, online fraud, phishing attacks, and other cybercrimes. This study integrated cybersecurity system within the Information Systems Success Model (ISSM) to explore how it affects customer satisfaction as the Nigeria’s banking industry goes digital. Using quantitative research approach, data were collected through structured questionnaires administered 310 respondents including bank customers, employees and IT managers. Ordered Logistic Regression (OLR) model was employed to test the predictive power of each explanatory variable. The findings reveal that information quality (β = 0.019, p < 0.05), service quality (β = 0.047, p < 0.05), use (β = 0.046, p < 0.05), and user satisfaction (β = 0.205, p < 0.05) have positive and significant effects on customer satisfaction, while system quality (β = -0.178, p > 0.05) and net benefits (β = 0.125, p > 0.05) show insignificant effects. This study concluded that the information systems success model is applicable to the Nigeria’s banking industry as cybersecurity system affects customer satisfaction. Therefore, the study recommended that customers should offer feedback on their experiences with the bank’s services, particularly regarding cybersecurity system effectiveness; and bank managers should invest in maintaining reliable and secure cybersecurity system, involving high uptime, smooth system performance, high-quality customer support and resilience against cyber threats.
Cybersecurity and Customer Satisfaction in the Age of Digital Banking: An Application of Information Systems Success Model Ologun, Victor; Yusuf, Isaac; Obioha, Chiamaka; Akande, Jamiu; Ameen, Abdulrazaq; John, Stephen
Jurnal Internasional Penelitian Bisnis Terapan Vol 8 No 01 (2026)
Publisher : Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35313/ijabr.v8i01.579

Abstract

In the rapidly evolving digital banking environment, cybersecurity has emerged as a critical factor influencing customer trust, system usage, and overall satisfaction. However, emergence of cybersecurity has also led to a parallel rise in cyberthreats involving data breaches, online fraud, phishing attacks, and other cybercrimes. This study integrated cybersecurity system within the Information Systems Success Model (ISSM) to explore how it affects customer satisfaction as the Nigeria’s banking industry goes digital. Using quantitative research approach, data were collected through structured questionnaires administered 310 respondents including bank customers, employees and IT managers. Ordered Logistic Regression (OLR) model was employed to test the predictive power of each explanatory variable. The findings reveal that information quality (β = 0.019, p < 0.05), service quality (β = 0.047, p < 0.05), use (β = 0.046, p < 0.05), and user satisfaction (β = 0.205, p < 0.05) have positive and significant effects on customer satisfaction, while system quality (β = -0.178, p > 0.05) and net benefits (β = 0.125, p > 0.05) show insignificant effects. This study concluded that the information systems success model is applicable to the Nigeria’s banking industry as cybersecurity system affects customer satisfaction. Therefore, the study recommended that customers should offer feedback on their experiences with the bank’s services, particularly regarding cybersecurity system effectiveness; and bank managers should invest in maintaining reliable and secure cybersecurity system, involving high uptime, smooth system performance, high-quality customer support and resilience against cyber threats.
Co-Authors Akande, Jamiu Ameen, Abdulrazaq Obioha, Chiamaka Ogunmodede, Kehinde Olabimitan, Ajibola Omotayo Ologun, Victor Yusuf, Isaac