Effect of digital technology adoption on the performance of supervisory agencies of the Nigerian communications sector: Does behavioural intention matter?

Abstract

This study examines the impact of digital technology adoption on operational efficiency in service delivery by supervisory agencies in Nigeria's communications sector. It emphasises the Niger Communications Commission (NCC) and the Niger Postal Service (NIPOST). The study is framed within the context of the Unified Theory of Acceptance and Use of Technology (UTAUT) model, which encompasses the following factors: Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, Habit, Perceived Credibility, and Behavioural Intention, serving as both a control and mediating variable. The study employed a quantitative research design with a cross-sectional survey strategy to collect data from a sample of 352 employees from the agencies under study. The multiple regression analysis revealed that Performance expectations, social influence, perceived credibility and behavioural intention have a statistically significant positive impact on service delivery efficiency. The study also analysed the Behaviour Intention as a mediator and found that it reinforced the positive Moderating Effect, impacting the adoption of digital technologies and the efficiency of service delivery. The data highlighted the need to build confidence in digital technologies, particularly in their motivational digital integration, as well as in the infrastructure required for their adoption and the efficiency of the services they offer. The analysis contributes to the existing knowledge of digital technology's application within government regulatory bodies and provides practical solutions to the challenge of slow digital transformation in Nigeria's communications industry.