Digital Public Complaints System and Administrative Accountability in Nigeria Public Sector
Year: 2025
Type: article
Abstract: The persistent challenges of administrative inefficiency and lack of accountability in Nigeria’s public sector have undermined public trust and service delivery. The study examined Digital complaints system (DCS) and administrative accountability in Nigeria’s public sector. The objective of the Study is to examine the effect of the online public complaints system on administrative accountability in Nigeria's public sector. Grounded in Systems Theory, which views organisations as interrelated components functioning to achieve common goals, this study conceptualises the online complaints system as a critical feedback mechanism enhancing organisational accountability. Employing a quantitative methodology and survey research design. The target population included 3,721 individuals 485 PCC staff and 3,236 registered online complainants. Utilising Raosoft, a sample size of 349 was calculated with a 95% confidence level and a 5% margin of error was selected to ensure representativeness and statistical reliability. In order to capture respondents and provide for error that may occur by respondents, additional 10% was added to the calculated sample size as suggested by Israel (2013). Hence the sample size used was 384. Using stratified random sampling to ensure proportional representation. Structured questionnaires were utilise. The analysis was carried out using Structural Equation Modeling with Smart PLS 4. The finding reveals a small but statistically significant positive relationship between Online Public Complaints (OPC) and Administrative Accountability (AA) in the context of public sector governance in Nigeria. In light of the study’s findings, it is recommended that the Nigerian government and relevant public sector agencies should institutionalise and strengthen Online Public Complaint (OPC) systems by investing in user-friendly digital platforms, ensuring timely responses, and integrating complaint data into decision-making processes.
Authors: Yusuf, Mohammed Gulu and Ogar, Freeman Igbri
Language: English
Field: Social Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7081983340
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