Effect of Social Media on Service Delivery in the Education Industry
Chapter One
OBJECTIVE OF THE STUDY
The objectives of the study are;
- To investigate the influence of demographic factors and social media in service delivery in the education industry.
- To examine the influence of access to social media in service delivery in the education industry
- To establish the influence of utility of social media in service delivery in the education industry
- To ascertain the effect of social media on service delivery in the education industry
CHAPTER TWO
REVIEW OF RELATED LITERATURE
Demographic Factors of Social Media and Service Delivery
The use of social media for service delivery can be affected by demographic characteristics of the end users. Demography as a factor influences the use of social media in service delivery on attributes of age, gender, education and body disability. Members of any population constitute of different ages, education level, economic level as well as different lifestyles. The use of social media has been greatly been based on age brackets. In a study by Brenner (2012), 86% of 18-29 year olds used social media sites, 72% of 30-49 year olds used social media sites, 50% of 50-64 years old used social media sites while only 34% of 65+ year’s olds used social media sites. This indicates that the young aged between 18 and 29 years are active users of social media and in order for the banks to ensure that their services are well accessed through social media; they should consider which age bracket utilizes their services most (Jayasingh and Eze, 2010). The usage of social media sites is significantly and increasingly. Research confirms gender differences exist for already adopted technologies (Selwyn, 2007) and among genders aged 16 to 25 year olds (Goh, 2011). Females were found to have lower levels of satisfaction with and desire more training with enterprise planning software compared to males (Bradley and Lee, 2007). Sohn and Lee (2007) found females more likely than males to adopt text messaging. Of Internet users in the U.S. in 2012, 71% of women used social media sites while 61% of men used social media sites. This indicates that majority of social media users are women. In developed countries, this may be attributed to the nature of jobs the two genders do and the available time for the different genders to access social media. A study by Hartel (2003) found out that males had a higher level of beliefs about using software packages successfully compared to females. In addition, First year college female students were found to be less confident using computer technology than males (Madigan, Goodfellow and Stone, 2007). Accessibility of social media by gender may not be gauged for service delivery since both genders form equal ration of clients within the banking industry. Education level determines the adoption and use of social media. Low literacy level especially in developing countries is a setback to social media. Unfortunately, the banking industry has clients ranging from illiterate tea pickers to corporate executives meaning that the bank should deliver its services to all clients in equal measures. Training customers on the use of the social media is a challenge is this is partially contributed by the low literacy level of majority of the customers (Yen 2005). Customers are sometimes unable to change and memorize their social media log in passwords and there is a need to teach them on the same to avoid numerous pin resets witnessed every day. Social media is used by a majority of traditional age college students in the U.S. with a range of 86% (Pew, 2011) to 95% (Sago, 2010). American college students have a high comfort level participating in online social communities (Yoo and Huang, 2011). The physically challenged clients such as those with impaired vision may have a change to access social media. Today, the advent of technology has seen the development of software’s for handsets and computers that guide those with impaired vision. The software includes a voice guide which gives guidelines to the user once he or she presses a button. This invention has gone an extra mile in the absorption and utilization of social media (Jayasingh and Eze, 2010).
CHAPTER THREE
RESEARCH METHODOLOGY
Research design
The researcher used descriptive research survey design in building up this project work the choice of this research design was considered appropriate because of its advantages of identifying attributes of a large population from a group of individuals. The design was suitable for the study as the study sought effect of social media on service delivery in education industry
Sources of data collection
Data were collected from two main sources namely:
(i)Primary source and
(ii)Secondary source
Primary source:
These are materials of statistical investigation which were collected by the research for a particular purpose. They can be obtained through a survey, observation questionnaire or as experiment; the researcher has adopted the questionnaire method for this study.
Secondary source:
These are data from textbook Journal handset etc. they arise as byproducts of the same other purposes. Example administration, various other unpublished works and write ups were also used.
Population of the study
Population of a study is a group of persons or aggregate items, things the researcher is interested in getting information on effect of social media on service delivery in education industry. 200 students of University of Abuja was selected randomly by the researcher as the population of the study.
CHAPTER FOUR
PRESENTATION ANALYSIS INTERPRETATION OF DATA
Introduction
Efforts will be made at this stage to present, analyze and interpret the data collected during the field survey. This presentation will be based on the responses from the completed questionnaires. The result of this exercise will be summarized in tabular forms for easy references and analysis. It will also show answers to questions relating to the research questions for this research study. The researcher employed simple percentage in the analysis.
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
Introduction
It is important to ascertain that the objective of this study was to ascertain effect of social media on service delivery in the education industry. In the preceding chapter, the relevant data collected for this study were presented, critically analyzed and appropriate interpretation given. In this chapter, certain recommendations made which in the opinion of the researcher will be of benefits in addressing the challenges of social media on service delivery in the education industry
Summary
This study was on effect of social media on service delivery in the education industry. Four objectives were raised which included: To investigate the influence of demographic factors and social media in service delivery in the education industry, to examine the influence of access to social media in service delivery in the education industry, to establish the influence of utility of social media in service delivery in the education industry, to ascertain the effect of social media on service delivery in the education industry. In line with these objectives, two research hypotheses were formulated and two null hypotheses were posited. The total population for the study is 200 students of University of Abuja. The researcher used questionnaires as the instrument for the data collection. Descriptive Survey research design was adopted for this study. A total of 133 respondents made final year students, year four students, year three students and year two students were used for the study. The data collected were presented in tables and analyzed using simple percentages and frequencies
Conclusion
According to the above study we came to know the various positive and negative impacts of social media on education or students. It is very important to overcome this problem. How can parents alleviate the negative aspects of social media while improving upon the positive results? Moderating their access to social media is one excellent method. Most of the negative aspects can be overcome by reducing the amount of time spent on social network sites. Paying attention to their academic progress and addressing any issues will go a long way towards keeping the negative aspects of social media from influencing their studies. Provide ample time for face-to-face social interaction, like having some family leisure time in which you discuss their studies in a relaxed atmosphere or inviting friends and family over for get-together, providing fun, face-to-face social interaction with loved ones. All this we help us to reduce the Negative impact of social media on the students which will in turn benefit our young generation.
Recommendation
Students should try use social media for academic purposes. They can like or shares academic websites with Facebook, Google+ and follow academic twitter websites. Students should be careful with the type of websites they use social media account to shares or likes. Students should try to use more time in reading their books than social media surfing, because of the negative effects
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