Role of Electronic Communication in Service Delivery at the University of Rwanda, Gikondo Campus

Abstract

Purpose: This study, titled "The Role of Electronic Communication in Service Delivery at the University of Rwanda – Gikondo Campus," aimed to explore the role of electronic communication in delivering university services at Gikondo Campus. The study focused on three objectives: identifying types of electronic communication used, examining its impact on service delivery, and determining the relationship between electronic communication and service delivery. Methods: A descriptive research design with a mixed-method approach was employed. Data were collected from 170 staff members using a structured questionnaire, with a census method applied. The findings were analysed using descriptive statistics through the Statistical Package for Social Science (SPSS) version 26.0. Inferential statistics were used to assess the relationship between variables. Findings: Results showed that electronic communication significantly impacts service delivery. On the types of electronic communication used, the mean score was 4.27, indicating strong use of communication tools. The impact of electronic communication on service delivery had a mean of 4.484, suggesting a significant effect. The relationship between electronic communication and service delivery was found to be strong (.942**), with regression analysis showing statistical significance (F=1009.924, p-value=0.000). Conclusions: The study concluded that electronic communication plays a significant role in service delivery at the University of Rwanda, Gikondo Campus. A strong relationship was identified between electronic communication and service effectiveness. Recommendations include conducting regular surveys to gather feedback from staff and service beneficiaries to enhance service delivery.