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.
Keywords: Administrative Accountability, Digital, Public Sector, Online Public Complaint
DOI: www.doi.org/10.36349/fujpam.2025.v4i01.017
author/Yusuf Mohammed Gulu & Ogar Freeman Igbri
journal/FUJPAM Vol. 4, No. 1
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