Impact of Artificial Intelligence (IA) on Service Delivery in Tertiary Education Sector of Benue State, Nigeria

Abstract

This study examined the impact of artificial intelligence (IA) in service delivery of tertiary education sector in Benue State. Seven research hypotheses were tested in the study. The study employed a survey research design Population for this study comprised all administrators from Joseph Sarwuan Tarka University Makurdi, Benue State University and University of Mkar, Mkar. The sample size of 284 respondents was used for the study. Data for the study was collected using structured questionnaire. Data for the study was analysed using descriptive statistical tools of percentages mean, standard deviation and inferential statistical tolls of analysis of variance (ANOVA), t-test and Pearson Product Moment Correlation Coefficient (PPMCC). The result of finding shows no significant difference between the mean responses of university administrators on the impact of artificial intelligence on administrative balance in tertiary education service. The finding also revealed no significant difference between the mean responses of male and female university administrators on the impact of artificial intelligence on service quality. It was found significant relationship between artificial intelligence and efficiency of service delivery. The finding of the study also revealed significant relationship between artificial intelligence and good service culture of tertiary education workers. Result of the study revealed significant relationship between artificial intelligence and employee engagement in tertiary education sector. Finding of the study revealed significant relationship between artificial intelligence and the productivity of tertiary education workers. Finally, the result of finding revealed significant difference between the mean responses of male and female university administrators on the factors militating against efficient use of artificial intelligence in tertiary education service. The study concludes that artificial intelligence can serves as a useful instrument in the administration of tertiary education service in Benue State. To ensure smooth administrative balance in the tertiary education service, the study recommended that artificial intelligence should be adopted for in all units and departments of the tertiary education service. The administrators should ensure that the complex algorithms, human interface as well as software malfunction; the cultural and religious barriers affecting effective use of artificial intelligence are eliminated for effective use of artificial intelligence.