An Assessment of User Satisfaction with E-Police in Nigeria

Abstract

This study assessed user satisfaction with e-policing in Nigeria using a quantitative approach. The need for the study was necessitated due to insufficient empirical studies on the impact of information and communications technology on security in Nigeria, particularly the police. This study in particular examined the influence of the quality of the e-police information technology (service quality, system quality and information quality) on user satisfaction, while perceived usefulness was used as a mediator in the relationship. Data was gathered through a structured survey administered to Nigerians online, emphasis was given to citizens with earlier contact with the police online either through the web or social media. The collected data was analyzed using PLS-SEM and SmartPLS 4 as the analytical software. the result showed that all hypotheses were significant. In particular, all the quality dimensions were positive and significant with perceived usefulness and user satisfaction, while perceived usefulness partially mediate the relationships between the quality dimensions and user satisfaction with e-police. The result implies that the degree of satisfaction that users have with e-government services is connected with the level of perceived usefulness of those services. Therefore, it is noted that perceived usefulness is a crucial factor in determining whether or not people will adopt e-policing and that this factor has a substantial bearing on the degree to which users are satisfied with the system.