EFFECT OF MANAGEMENT INFORMATION SYSTEM IN THE SERVICE DELIVERY (A CASE STUDY OF UNIVERSITY Of UYO)

CHAPTER ONE

INTRODUCTION

1.1      Background of the Study

Services represent substantial part of business output and investments. In providing these services, Management Information System (MIS) is employed to facilitate the services, which represents a substantial portion of corporate spending. The objective of such investments is to create business value. But in order for any investment to have a positive impact on business value, additional revenues need to be created or overall costs reduced. Thus, when evaluating investments in services that have potential contributions to the improvement of business performance, the interactions of costs among the various business processes and activities need to be considered (Roztocki and Weistroffer, 2008).

Investment in information technology can have dramatic effects on both the internal and external operations of a business organization as well as academic institutions. Internally, improved IT systems can enhance and strengthen organizational infrastructure and capacity by increasing employees’ efficiency; service coordination; information sharing between departments, financial record keeping and tracking of an organization’s production and impact. Externally, information technology solutions can fundamentally transform business organization service delivery (Allison, 2010).

1.2      Statement of the Problem

The problem of the study lies in the fact that the University of Uyo has not accommodated the change towards the use of technology in performing its functions and operations; it rather remained in the same position away from progress and excellence, due to the intensification of competition between private and public organizations as a result of the multiplicity and diversity of services and organizations that provide such services on one hand, and the high level of their needs and expectations and desires, and different standards of judgment of the quality of services that they consume the other hand. The use of technology has many positive and effective advantages that are reflected on the organization itself such as technological development, competition, the desire to improve work and others, which leaves various outcomes and results on the organization, both at the level of work and the services provided. So the problem of the study is illustrated by the lack of awareness and knowledge of the impact of using of management information systems technology and quality on the services provided by the University of Uyo in AkwaIbom State, Nigeria.

1.3   Objectives of the Study

The main objective of this paper is to evaluate the effect of management information system on service delivery in academic institutions in Nigeria.

The study also tries to investigate how internet facility has contributed to online interaction within the university community, and lastly, it examines the inhibiting factors of management information system development.

1.3      Research Questions

1. What is the effect of management information system on service delivery in academic institutions in Nigeria?
2. How has internet facility contributed to online interaction within the university community.
3. What are inhibiting factors of management information system development

1.5   Research Hypotheses

Ho: Management information system has no significant effect on service delivery in academic institutions in Nigeria.

Hi:Management information system has no significant effect on service delivery in academic institutions in Nigeria.

1.6   Significance of the Study

University administrators around the world are expanding their investment in information technology (IT), specifically the web technology and Internet in carrying out activities such as teaching, student registration and exam processing (Yang, 2008; Ting, 2005; Chen & Paul, 2003; Huang et al, 2004). Likewise, lecturers and students are using the Internet as medium of communication. Lecturers are being requested to make their teaching materials available online on institution’s websites for students’ accessibility. Students are encouraged to communicate with instructors, or with one another, via email (Chenug and Huang, 2005).

Therefore, the impact of management information system on service delivery and business value is an important issue for researchers, resource managers and other stakeholders. Management information system and service delivery include productivity enhancement, profitability improvement, improved work relations, competitive advantage and efficient use of resources at both intermediate level and organizational level (Prasad 2008; Melville et al., 2004; Devaraj 2003; and Kohli 2003). While institutions invest substantially in IT resources both in developing and developed countries, much attention has not been given to the understanding of how IT creates value in business in developing countries. Many of the findings from developed countries have a limited value to stakeholders in developing countries (Prasad 2008). The topic of the payoffs of IT investments in the developing countries is an important issue for business managers and academics researchers. It has been observed that very little research is reported about the impact of IT investments on business value and service delivery in organizations (Roztocki et al.,2004). An understanding of the contribution of IT investments to business value and service delivery in developing countries will provide investors more confidence and direction in their IT investments (Prasad 2008).

1.7   Scope/Limitations of the Study

The study used University of Uyo as a case study. The study

identifies the impact of management information system on academic and administrative activities such as lecture delivery and examination processing.

Limitations of study

1. 1.        Financial constraint- Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).
2. 2.        Time constraint- The researcher will simultaneously engage in this study with other academic work. This consequently will cut down on the time devoted for the research work.

1.8   Definition of terms

Management Information System:is a computerized database of financial information organized and programmed in such a way that it produces regular reports on operations for every level of management in a company.

Service Delivery: is a component of business that defines the interaction between providers and clients where the provider offers a service, whether that be information or a task, and the client either finds value or loses value as a result.