Impact of e-government determinants on public service delivery: the moderating role of training in Kaduna State, Nigeria

Despite increasing investments in e-government systems in Nigeria, public service delivery remains uneven, particularly at the sub-national level, due to challenges related to utilization, capacity, and institutional readiness. In Kaduna State, the persistence of bureaucratic inefficiencies alongside digital reforms raised critical questions about the factors that influence effective e-government use and its ability to improve service delivery. This study examined the determinant factors of e-government utilization and their effect on effective public service delivery in Kaduna State using the Unified Model of Electronic Government Adoption (UMEGA) as a theoretical framework. The key variables include level of application, performance expectancy, effort expectancy, social influence, facilitating conditions, and perceived risk, with training programs for public servants serving as a moderating factor. The study adopted quantitative research design with a target population of 3,844 civil servants across selected ministries. Using the Taro Yamane formula, 472questionnaires were distributed, and 391 usable responses (82.8%) were retrieved and analyzed using Partial Least Squares Structural Equation Modeling (PLSSEM). The results showed that effort expectancy, social influence, and level of application significantly improve public service delivery, while performance expectancy, facilitating conditions, and perceived risk exert varying degrees of influence. The moderation effect analysis revealed that training programs significantly strengthen the relationships between performance expectancy, social influence, facilitating conditions, and effective public service delivery in Kaduna State. Training programs thus emerged as a critical mechanism that equips public servants with the skills, confidence, and competence required for effective e-government utilization. The study highlights the need to address challenges such as infrastructural deficits, perceived risks, and low application levels to maximize the impact of e-government on service delivery. Theoretically, this study contributed to the use of UMEGA in studying the context of e-government determinant factors at improving public service delivery in Kaduna State. From a practical point of view, policymakers are encouraged to implement targeted training programs to enhance the digital literacy of public servants. Improving digital infrastructure, including reliable internet connectivity and stable power supply, is also essential. Collectively, these strategies are crucial for optimizing e-government initiatives and improving public service delivery outcomes in Kaduna State.