Digital Disruptions in the Nigerian Postal Industry: NIPOST`s Customers` perception on its Operations in Ughelli, Delta State
Main Article Content
Abstract
This paper provided an in-depth analysis of the impact of digital disruption on the Nigerian Postal Industry, with a particular focus on the Nigerian Postal Service (NIPOST). Over the past few years, the advent of digital technology has significantly transformed the way the postal industry operates; this has disrupted traditional postal services, leading to a decline in demand for traditional postal services worldwide. Against this backdrop, this paper aimed at: determining the frequency of respondents` patronage of NIPOST`s services; examining the extent to which modern technologies have disrupted and impacted the traditional activities of NIPOST, and investigating the pace at which NIPOST has been adopting digital technologies. This study was anchored on the Diffusion of Innovations theory. The researchers employed a descriptive survey approach. The population of the study is the 1,100 Post Office box owners and operators in Ughelli, Delta State, Nigeria. A sample size of 285 was drawn from the population through the use of the Australian calculator for the determination of sample size. Questionnaire was utilised as the instrument for data collection. The findings revealed that respondents rarely patronise NIPOST`s for services. Also, findings indicated that NIPOST has been significantly affected by digital disruption, and that NIPOST has been slow in adopting digital technologies. Based on the findings of the study, it was recommended, among others, that Nigerians should massively patronise NIPOSTs services so as to keep the postal industry afloat. Likewise, NIPOST should speedily leverage digital innovations to enhance its operations and services, so as to improve customer satisfaction.
Downloads
Article Details
References
Ajayi, A. A., & Awoniyi, O. A. (2020). The impact of e-commerce on the Nigerian Postal Industry: Challenges and prospects for Nigerian Postal Service (NIPOST). European Journal of Business and Management Research, 5(1), 45-51.
Aondover, E. M., Hile, M. M. & Yar’Adua, S. M. (2023). Ethical Issues and Insecurity in Africa: The Media Dimension. Konfrontasi Journal: Culture, Economy and Social Changes, 10 (2), 58-68 DOI: https://doi.org/10.33258/konfrontasi2.v10i2.272.
Aondover, E. M., Maradun, L. U., & Yar’Adua, S. M. (2022). Mediatization of the net and internetization of the print media in Northern Nigeria. Unisia, 40(2), 335-356.
Aondover, E. M., Oyeleye, S. A., & Aliyu, M. A. (2023). New World Information and Communication Order and its changing role in Nigerian Television Authority (NTA) Kano. Unisia, 41(1), 17-38. https://doi.org/10.20885/unisia.vol41.iss1.art2
Aondover, P. O., Aondover, E. M., & Babele, A. M. (2022). Two nations, same technology, different outcomes: Analysis of technology application in Africa and America. Journal of Educational Research and Review, 1(1), 001-008.
BusinessDay (2019). The urgent need to reposition Nigeria's Postal Service to be more competitive. Retrieved from https://businessday.ng/columnist/article/the-urgent-need-to-reposition-nigerias-postal-service-to-be-more-competitive/.
Gyem, F. (2018). Technology adoption for improved postal services. Retrieved from https://www.premiumtimesng.com/opinion/546322-technology-adoption-for-improved-postal-services-by-fom-gyem.html.
Hile, M. M., Msughter, A. E., & Aliyu, M. A. (2023). Secularism and Ethical Issues in Media Practice as a Bane for National Development. SIASAT, 8(3), 166-177.
Ibanga, I. (2019). Rising to the new reality of digital postal services. Retrieved from https://www.premiumtimesng.com/opinion/490252 rising to the- new- reality-of-digital-postal-services-by-inyene-ibanga.html.
Idris, M. K., & Msughter, A. E. (2022). Sources of Information on National Issues among Border Communities in Yobe State, Nigeria. ASEAN Journal of Community Engagement, 6(1), 22-47.
International Post Corporation. (2021). Global Postal Industry Report. Retrieved from https://www.ipc.be/services/markets- and- regulations/market- intelligence/global-postal-industry-report.
Jumia (2021). Nigeria e-commerce industry report 2021. Retrieved from https://www.jumia.com.ng/e-commerce-industry-report/.
Kurfi, M. Y, Aondover, E. M. & Mohammed. I. (2021). Digital Images on Social Media and Proliferation of Fake News on Covid-19 in Kano, Nigeria. Galactica Media: Journal of Media Studies, 1(1), 103-124. Doi: https://doi.org/10.46539/gmd.v3i1.111.
Maikaba, B., & Msughter, A. E. (2019). Digital Media and Cultural Globalisation: The Fate of African Value System. Humanities and Social Sciences, 12(1), 214-220.
Mojaye, E. M. & Aondover, E. M. (2022). Theoretical perspectives in world information systems: A propositional appraisal of new media-communication imperatives. Journal of Communication and Media Research, 14(1), 100-106.
NIPOST (2017). Nigerian Postal Service Strategic Plan (2017-2021). Abuja, Nigeria: Nigerian Postal Service.
NIPOST (2021). NIPOST eMoney. Retrieved from https://nipost.gov.ng/nipost-emoney/.
Oghojafor, B. E. A., & Oyadonghan, K. (2018). Digital disruption in the Nigerian postal industry: An examination of e-commerce and its effect on traditional postal services. Journal of Economics and Business Management, 6(2), 21-31.
Ogunsanwo, O., & Adeoye, O. (2020). The impact of digital disruption on the Nigerian postal industry: A case study of NIPOST. Journal of Global Information Management, 28(2), 1-18.
Olubodun, F. A., & Idowu, O. A. (2020). Digital transformation in the Nigerian Postal Service (NIPOST): Implications for efficiency and customer service. Journal of Management and Social Sciences Research, 5(1), 25.
Olujide, M. G., & Eke, S. A. (2021). The relevance of the Nigerian Postal Service (NIPOST) in the digital age: A study of customer perception. Journal of Economics and Sustainable Development, 12(8), 16-29.
Oluwadare, A., Akingbade, W., & Ojelabi, R. (2021). Impact of E-commerce on postal services in Nigeria: A case study of Nigerian Postal Service (NIPOST). International Journal of Scientific and Technology Research, 10(7), 1000-1008.
Onyejelem, T. E., & Aondover, E. M. (2024a). Digital Generative Multimedia Tool Theory (DGMTT): A Theoretical Postulation in the Era of Artificial Intelligence. Adv Mach Lear Art Inte, 5(2), 01-09.
Onyejelem, T. E., & Aondover, E. M. (2024b). Digital Generative Multimedia Tool Theory (DGMTT): A Theoretical Postulation. Journalism, 14(3), 189-204.
Owens-Ibie, N., & Aondover, E. M. (2024). Hate postings on social media and peace imperatives in Nigeria. Legal challenges and political strategies in the post-truth era, Labcom Comunicacao & Artes,121.
PwC (2021). Nigeria fintech landscape 2021: Navigating uncharted territory. Retrieved from https://www.pwc.com/ng/en/assets/pdf/financial- services/nigeria-fintech-landscape-2021.pdf..
Rogers, E. M. (1995). Diffusion of Innovations (4th ed.). New York: The Free Press.
Usman, B., Msughter, E. A., & Olaitan Ridwanullah, A. (2022). Social media literacy: fake news consumption and perception of COVID-19 in Nigeria. Cogent Arts & Humanities, 9(1), 2138011.