Effect Of Management Information System In Service Delivery In Academic Institutions

Project and Seminar Material for Library and Information Science

Effect Of Management Information System In Service Delivery In Academic Institutions


This study investigated the effect of management information system in service delivery in university of Uyo. To achieve the objectives of the study, the study formulated three research questions. A qualitative research methodology using the case study approach was adopted. An Interview guide, focus groups and observations were the instruments used to collect data. The target population of the study comprised of the lecturers and students of the faculty of agriculture, univesity of Uyo. The responses from the sampled staff of the departments were collated, analyzed and interpreted descriptively, using tables. The finding showed that the academic institutions in the departments surveyed, made use of one MIS facility or the other. The most available and used MIS facilities were the computer, scanner, printer, digital camera, generator and multimedia projector. All the facilities available and used by the MIS/IT staff had so little to do with decision making but more of statistics generation from various field researches. The sources of information for the MIS staff were more of external than internal sources.

Chapter One


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.

1.4 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. 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. 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


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.

Chapter Five

Discussion of Findings, Conclusion and Recommendations

5.1 Discussion of findings include the following:

The study discovered that the most available out of the MIS facilities for the activities in the two departments were the computer, scanner, printer, digital cameras, generator, projector and internet service. These facilities were used more for statistics generation, report, research and training and not for decision making. Even though the Institutions are connected to the internet, they do not have facilities like the intranet and extranet that will serve as a linkage between the lecturers and students to facilitate trans-border data flow.

The sources of information for the MIS staff were more of external than internal sources. There was no information passed from the academic institutions to MIS, which is a crucial internal source of information. Research findings from individual researchers and the internet were the internal sources of information for the MIS staff.

The study revealed that the channel of information provision used includes the E- mail, phones, prints and paper files. There existed no intranet, extranet, integrated database, interactive website or a specific discussion forum for the academic institution heads. The type of reports generated include the on-demand, summary and the scheduled/periodic (i.e. Annual and quarterly reports). No exception report was generated. The contributions were indicated to include the following: Increased access to information, improved generation of information and dissemination, improved communication networking between colleagues and other Institutions and availability of consistent data. All these contributions have little or no relation with decision making.

The challenges include power supply, lack/ shortage of specialist’s personnel for development program for MIS and inadequate infrastructure. All other challenges are tied around the fact that management does not give its full support for one reason or the other in terms of MIS.

5.2 Conclusion

Arising from the findings of the study, it could be concluded that the Use of MIS in the faculty of Agricultural science, University of Uyo is very low and the facilities are not fully used for enhancing decision making, being the essence of an MIS. Therefore there is the need for an integrated MIS to be implemented and adopted, that will address the lapses identified in the findings of this study. There is a need for a carefully planned and organized information system that will channel timely information to these managers, hence effective decision making to promote Agriculture, National growth and Development.

5.3 Recommendations

Based on the findings of this study and the conclusion reached, the following recommendations are made.
A separate structure for MIS should be provided with expanded facilities to include: The Intranet, extranet and an integrated database alongside competent staff to operate and maintain these facilitates.

The major source of information for the MIS should be the data from the academics/ research Programmes which are the basic internal sources, while all other sources will serve as a supportive source.

The channeling of information by MIS to the managers should be majorly through the intranet, extranet and database files for as long as the managers are within the premises of the Institutions. This will block out all unauthorized traffic and users. The other channels come in handy when urgent information needs to be passed across outside the Institution premises. Collaborative and interactive team work should be encouraged by creating/developing interactive websites, blogs discussion forums and chats.

The exception and push reports should be considered as the major type of report generated by the MIS staff for the managers. While the on- demand, summary and schedule come in as required.

The MIS unit put in place should be to provide information strictly for all levels of management, for effective decision making. This MIS unit should work hand in hand with the planning, monitoring and evaluation unit, since their duty is to monitor the research programmes. The departments should have separate MIS units. The MIS unit in soil science should report to the MIS in animal science as occasion demands, being the foremost Research Institute with the National mandate.

The Management should ensure that full support is given to the adoption, implementation and the entire staff of MIS by incorporating one or two MIS staff into the managerial board and reviewing the annual budget allocation given to the MIS for adequate running and maintenance.

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