ICT Phobia, Interpersonal Skills and E-Service Delivery in Research Institute Libraries in Ibadan, Nigeria

Abstract

The integration of Information and Communication Technology (ICT) in library services has transformed information dissemination. However, ICT phobia, which is fear or anxiety related to using technology, poses significant challenges, particularly in developing countries like Nigeria. This study examined the relationship between ICT phobia, interpersonal skills, and e-service delivery in research institute libraries in Ibadan, Nigeria, using the survey research design. The target population included all 101 library personnel across eight research institutes in Ibadan, Oyo State. Data was collected through a structured questionnaire and analyzed using descriptive and inferential statistics via SPSS. Findings revealed consistent e-service delivery among library personnel, a moderate level of ICT phobia, and a high level of interpersonal skills. The study identified a significant negative relationship between ICT phobia and e-service delivery (r = -.241, p < 0.05), as well as a significant positive relationship between interpersonal skills and e-service delivery (r = .418, p < 0.05). Both ICT phobia and interpersonal skills significantly influenced e-service delivery. The study concluded that while ICT phobia hampers service delivery, strong interpersonal skills foster a supportive environment that enhances e-service delivery. To address these issues, the study recommended consistent training in ICT and interpersonal communication to help librarians overcome ICT phobia and improve service delivery.