Digital Competency of Administrative Staff and Service Delivery Quality in Selected State Universities in South East Nigeria

This study examines the relationship between digital competency levels of administrative staff and the quality of service delivery in selected state universities in Nigeria's South East geopolitical zone, covering Imo, Anambra, and Abia States. As university administrative processes migrate to digital platforms, the digital literacy of administrative personnel becomes a critical determinant of service efficiency and user satisfaction. The research employs a professional application design, targeting registry officers, bursary staff, and faculty administrators. Data collection instruments include validated digital competency assessments and service delivery quality checklists, supplemented by student and faculty satisfaction surveys. The Digital Competence Framework (DigComp 2.2) and the Service Quality Model provide the theoretical anchors, with literature from 2021 to 2024 on digital transformation in Nigerian universities supporting the analysis. The study identifies significant correlations between specific digital competency domains (data literacy, digital content creation, security awareness) and measurable service delivery outcomes. Recommendations target state university governing councils and the National Universities Commission's digital transformation policy unit. Keywords: digital competency, service delivery, administrative staff, state universities, South East Nigeria