september 2014 - university of...
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Role of telecentres in promoting digital inclusion: analysis of their
benefits and challenges in Nigeria
A study submitted in partial fulfillment
of the requirements for the degree of
Master of Information Systems Management
at
THE UNIVERSITY OF SHEFFIELD
by
OGUNTALA KAYODE
September 2014
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ABSTRACT
Background: Telecentre is an initiative by governments and international
organisations such as UNESCO in ensuring the digital divide existing in most
disadvantaged communities is bridged. The aim of ensuring digital inclusion in
disadvantaged communities is a concern for many technology experts around the
world with researchers conducting studies on the relevance of telecentres in the
community. However, there are limited literatures on the role of telecentres in sub-
Saharan Africa and Nigeria where this study was conducted. This prompted the need
to investigate its role in promoting digital inclusion in Nigeria.
Aim: The aim of this study is to explore the role of telecentres in socio-economic
development of Nigerian communities and its users and analyse the various benefits
and challenges encountered.
Methods: A mixed methodology study, which involved the use of semi-structured
interviews and questionnaire for data collection. The research was carried out among
80 participants in the survey while 6 participants were involved in the interviews and
focused solely on telecentre users. Both the questionnaire and interviews were
analysed while the latter was to capture detailed perception of participants as regard
telecentres.
Results: The findings revealed that telecentres has educational, social and economic
impacts on its users. The telecentre program has assisted in the development of
communities through creation of jobs, access to relevant and up-to-date information,
business skill acquisition, access to computer/IT training and increased income.
However, some respondents in the study revealed some challenges of the telecentre.
These include high costs, network and intermittent power supply. In addition,
interviewed participants revealed that the telecentre play a prominent role in
community development which makes it relevant.
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Conclusions: A model describing the educational, social and economic impact of
telecentres on the Nigerian users was deduced. The model was based the on
perceptions of telecentre users in the research. The model revealed the relevance of
telecentre to people and helped to fill gap in knowledge as regards the role of
telecentre in Nigerian communities. However, a larger sample especially involving
telecentres in the suburb will further improve this study.
Key words: Digital Inclusion, Internet, Telecentre, Information communication
technology
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ACKNOWLEDGEMENTS
My sincere gratitude goes firstly to the Lord Almighty for his guidance and
mercies throughout the course of my academic program and dissertation.
My heartfelt gratitude also goes to my supervisor, Dr Andrew Cox. I thank you
for the support and guidance in ensuring this research is completed in due course.
I am grateful to my darling parents; Mr and Mrs Oguntala and siblings for their
prayers and support. I’d like to thank them for empowering me through the
knowledge gained over the last one year.
I would like to say a big thank you to all the participants involved in this
research for their time, patience and fair responses in ensuring this study helps to fill
the gap in knowledge.
Finally, my gratitude goes to all my colleagues, friends and well-wishers. I
love you all for making me have a fun-filled and worthwhile academic experience.
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Table of Contents
ABSTRACT ............................................................................................................................. 3
ACKNOWLEDGEMENTS ..................................................................................................... 5
1.1 INTRODUCTION ........................................................................................................... 11
1.2 BACKGROUND AND CONTEXT ................................................................................ 11
1.3 ECONOMIC PERSPECTIVE OF NIGERIA .................................................................. 12
1.4 ICT PENETRATION IN NIGERIA ................................................................................ 13
1.5 PROBLEM STATEMENT AND FOCUS OF THE STUDY ......................................... 15
1.6 RESEARCH QUESTIONS.............................................................................................. 15
1.7 RESEARCH AIMS AND OBJECTIVES ........................................................................ 16
1.7.1 Aim of this study ....................................................................................................... 16
1.7.2 Research Objectives .................................................................................................. 16
1.8 STRUCTURE OF THE DISSERTATION ...................................................................... 16
CHAPTER 2: LITERATURE REVIEW ............................................................................... 18
2.1 INTRODUCTION ........................................................................................................... 18
2.2 DESCRIPTION OF DIGITAL INCLUSION .................................................................. 18
2.3 DEFINITION OF TELECENTRES ................................................................................ 19
2.4 HISTORY AND PURPOSE OF TELECENTRES ......................................................... 19
2.5 THE EFFECTIVENESS OF TELECENTRES ............................................................... 22
2.6 FACTORS AFFECTING THE USE OF TELECENTRES ............................................. 25
2.7 THE CHALLENGES OF TELECENTRES TO THE COMMUNITY ........................... 26
2.8 CONCEPTUAL FRAMEWORK .................................................................................... 27
2.9 CONCLUSION ................................................................................................................ 28
CHAPTER 3: METHODOLOGY ................................................................................................. 30
3.1 INTRODUCTION ........................................................................................................... 30
3.2 RESEARCH DESIGN ..................................................................................................... 30
3.3 DATA COLLECTION .................................................................................................... 34
3.4 RESEARCH INSTRUMENT .......................................................................................... 35
3.4.1 Questionnaire design ................................................................................................. 35
3.5 DATA ANALYSIS .......................................................................................................... 36
3.5.1 Quantitative data analysis ......................................................................................... 37
3.5.2 Qualitative analysis ................................................................................................... 37
3.6 RESEARCH ETHICS ...................................................................................................... 38
3.7 SUMMARY ..................................................................................................................... 39
4.1 INTRODUCTION ........................................................................................................... 40
4.2 Quantitative Analysis Results ...................................................................................... 40
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4.2.1 Demographic distribution of participants.................................................................. 40
4.2.1.1 Gender of participants ........................................................................................ 41
4.2.1.2 Age distribution of participants .......................................................................... 41
4.2.1.3 Educational status .............................................................................................. 42
4.2.1.4 Employment status of participants ..................................................................... 43
4.2.2 The use of telecentres by participants .................................................................... 43
4.2.2.1 Frequency and duration of users of the telecentres ............................................ 44
4.2.2.2 Purposes for visiting the telecentre .................................................................... 46
4.2.2.3 Reasons for visiting the telecentre ..................................................................... 47
4.2.2.4 Telecentre services ............................................................................................. 48
4.2.2.5 Problems in the telecentre .................................................................................. 50
4.2.3 Perceptions of Telecentre users ................................................................................. 51
4.2.3.1 Telecentres make it easier to share information and connect to people around the
world .............................................................................................................................. 52
4.2.3.2 Increase in telecentres will be necessary to connect more people in Nigeria .... 52
4.2.3.3 Quality of life is improved through the use of telecentres ................................ 53
4.2.3.4 Confident of my computer skills ........................................................................ 54
4.2.3.5 Use the internet to make new friends and have access to opportunities ............ 54
4.2.3.6 Differences in language make it difficult to access materials on the Internet .... 55
4.3 Questionnaire result synopsis........................................................................................... 56
4.4 Qualitative Analysis Results ............................................................................................ 57
5.1 INTRODUCTION ......................................................................................................... 64
5.2 TELECENTRE USAGE IN NIGERIA ........................................................................... 64
5.3 OPPORTUNITIES AND BENEFITS OF TELECENTRES ........................................... 66
5.4 CHALLENGES IN THE USE OF TELECENTRES ...................................................... 67
5.5 RELEVANCE OF TELECENTRES IN THE COMMUNITY ....................................... 69
5.6 STRENGTHS OF STUDY .............................................................................................. 71
5.7 Conclusion ....................................................................................................................... 71
CHAPTER SIX: CONCLUSION AND RECOMMENDATION ......................................... 72
6.1 INTRODUCTION ........................................................................................................... 72
6.2 SUMMARY OF FINDINGS ........................................................................................... 72
6.3 THEORETICAL CONTRIBUTION ............................................................................... 74
6.4 PRACTICAL RECOMMENDATIONS .......................................................................... 74
6.5 LIMITATIONS OF STUDY ........................................................................................... 75
6.6 SUGGESTIONS FOR FUTURE RESEARCH ............................................................... 75
6.7 SUMMARY ..................................................................................................................... 76
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REFERENCES. ..................................................................................................................... 77
APPENDIX 1: Research ethics form ..................................................................................... 88
APPENDIX 2: Consent form ................................................................................................. 93
APPENDIX 3: Ethics approval form ..................................................................................... 95
APPENDIX 4: Example of Questionnaire ............................................................................. 96
APPENDIX 5: Interview guide.............................................................................................. 98
APPENDIX 6: Inner view of a school owned telecentre ....................................................... 99
APPENDIX 7:Interview Transcript sample with Manager ................................................. 100
APPENDIX 8: Interview Transcript sample with User ....................................................... 102
APPENDIX 9: Access to dissertation .................................................................................. 104
APPENDIX 10: Address & First Employment Destination Details .................................... 105
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List of Tables and Figures
Figure 1.1: The GDP per capita income of Nigeria between 2004 and 2014 ........................ 13
Figure 1.2: Nigeria Digital Statistics...................................................................................... 15
Figure 2.1:The program components of telecentre.org .......................................................... 21
Figure 2.2: Global telecentre map showing telecentre distribution in different continents ... 23
Figure 2.3: Conceptual framework of research ...................................................................... 28
Figure 3.1: Research Design .................................................................................................. 34
Figure 3.2: Diagrammatic representation of participants ....................................................... 35
Figure 4.1: Gender of participants ......................................................................................... 41
Figure 4.2: Age distribution of participants ........................................................................... 41
Figure 4.3: Educational status of participants ........................................................................ 42
Figure 4.4: Employment status of participants in the study ................................................... 43
Figure 4.5: frequency of visits by users ................................................................................. 44
Figure 4.6: Duration of each visit by users ............................................................................ 45
Figure 4.7: Purposes for visiting the telecentre ...................................................................... 46
Figure 4.8: Reasons for visiting the telecentre ....................................................................... 48
Figure 4.9: Communication services in the telecentre ........................................................... 49
Figure 4.10: Ancillary services in the telecentre .................................................................... 50
Figure 4.11: Problems in the telecentre ................................................................................. 51
Figure 4.12: Easier to share information and connect people ................................................ 52
Figure 4.13: Increase in telecentre will be necessary to connect people ................................ 53
Figure 4.14: Quality of life is improved in Nigeria ............................................................... 54
Figure 4.15: Confident of my computer skills ....................................................................... 55
Figure 4.16: Internet to make new friends and access opportunities ..................................... 56
Figure 4.17: Difficult to access materials due to language difference ................................... 57
Figure 4.18: Outside view of a school owned telecentre ....................................................... 58
Figure 4.19: Users in a private owned telecentre ................................................................... 59
Figure 5.1: Model of telecentre impact on the Nigerian user ................................................ 71
Table 3.1: Structure of Questionnaire .................................................................................... 36
Table 4.1: A cross tabulation between educational status and Gender of participants .......... 42
Table 4.2: Across tabulation between educational status and age oof participants ............... 43
Table 4.3: A cross tabulation between the frequency and duration of telecentre users ......... 45
Table 4.4: A cross tabulation between the age and purpose of visiting the telecentre ........... 47
Table 4.5: Description of interview participants .................................................................... 58
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ABBREVIATIONS
IT- Information technology
ICT – Information and communication technology
IDRC- International development research centre
NGO- Non-governmental organisation
OLPC- One laptop per child
SDC- Swiss agency for development and corporation
UNESCO- United nations educational scientific cultural organisation
USA – United States of America
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CHAPTER 1: INTRODUCTION
1.1 INTRODUCTION
This dissertation is a mixed methodology study on the role of telecentres in
promoting digital inclusion in Nigeria. This chapter provides an overview as regard
the entire dissertation. It covers the background and context of the study, economic
perspective of Nigeria and ICT penetration in Nigeria. Thereafter, problem statement
of the research is discussed. In addition, the research questions, aims and objectives
are outlined, and it ends with the structure of the entire dissertation.
1.2 BACKGROUND AND CONTEXT
Over the last decade, promoting digital inclusion in disadvantaged
geographical areas is a setback expert in the field of information and communication
technologies [ICT] are trying to resolve. According to Rajapakse (2012), bridging the
gap caused by digital divide thereby promoting digital inclusion is a fundamental
challenge of the 21st century. In the same vein, Wong et al., (2010) asserted that the
unevenness of access within countries around the world is a major concern for
countries with developed economies.
Evidently, closing the digital gap helps to give access to information and
communication technologies (Gomez & Camacho, 2013). Information as described
by (Rahman, 2010) is not dissimilar to light because it enlightens lives of people and
improves the performance of a society. The prevailing division between the haves
and haves-not (Bhunia & Onime, 2007; Sáinz et al., 2008) has resulted to
governments and organisations around the globe taking appropriate measures to
bridge the growing gap. Initiatives such as one laptop per child (OLPC), hole in the
wall project and telecentres are some of the measures used in bridging the gap in
geographical areas with low levels of Internet access. These initiatives by
governments and private organisations are aimed at increasing information
technology literacy of disadvantaged areas (Sumbwanyambe et al., 2011).
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A telecentre can be defined as a place that provides access to information and
communication technologies so as to meet the educational, social and economic
demands of the community (Bashir et al., 2011).The telecentre, an initiative of the
21st century, helps in ensuring people and disadvantaged communities have access to
information and communication technologies (Bailey & Ngwenyama, 2009).
According to Mukerji (2010), telecentres helps to eradicate isolation in
disadvantaged geographical areas and integrate communities by providing
connectivity with socio-economic development as a result. Telecentre plays a
significant role in promoting digital inclusion thereby contributing to socio-economic
development (Buhigiro, 2013). Every telecentre aim to meet the demand of providing
ICT services, nevertheless each has its unique way of meeting the needs of its
community. With the provision of services such as Internet and email services,
printing and photocopying (Lwoga, 2010). Besides providing Internet connectivity,
telecentres also help to give access for education, business and employment
opportunities.
According to Agu et al., (2012) as cited by Omenyi, 2012, in many parts of
the world including developing countries, the ability to read and write alone do not
define a literate alone, it also includes possessing digital skills. The above fact from
this study depicts the importance of promoting digital inclusion.
1.3 ECONOMIC PERSPECTIVE OF NIGERIA
The economy of Nigeria relies on the agriculture, services and industry sectors
with crude oil accounting for 95% of the total revenue from exports (Terragon,
2013). Other exported goods include cocoa and rubber. Nigeria has a population of
174 million people and about 53% constitute the economically active population, that
is, between 15 and 64 years (Data.worldbank.org, 2014). With 44% accounting for
people below 14 years and just 3% for people above 65 years, this implies, over 65%
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of the population are below 30 years (Data.worldbank.org, 2014). The GDP growth
rate of Nigeria is about 7%, however, Nigeria with a GDP per capita of 1097.97
dollars as at 2014 is still regarded as a developing country (Trading economics,
2014). Figure 1.1 shows the growing trend of Nigeria GDP per capita between 2004
and 2014. Based on the statistics of National Bureau statistics culled from The Punch
(2014), 112.5 million of Nigeria population lives below the poverty line. However,
the economy of Nigeria is ranked first in Africa (The Economist, 2014).
Figure 1.1: The GDP per capita income of Nigeria between 2004 and 2014
Source: www. Tradingeconomics.com, 2014
1.4 ICT PENETRATION IN NIGERIA
Nigeria, country location of this research, is regarded as a developing country
(Fatumo et al., 2014). Over the past decade, the spread of ICT across the globe has
been remarkable with countries like Nigeria not left behind (Chinn & Fairlie, 2010).
According to reports by Terragon (2013), Nigeria has a total population of 167
million people with over 50 million people having access to the Internet. The report
by Terragon (2013) rates the Internet penetration of Nigeria to be 28.4%. Based on
the report, 48.4% of the population represents urban dwellers while 51.6% represents
the rural dwellers.
The government of Nigeria is committed to ensuring ICT services are available
in most communities by creating a friendly environment for both local and foreign
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investors. The use of smartphones, hand-held devices, internet cafes and telecentres
are some of the various means people have access to the Internet. According to Okon
(2013), the increasing penetration of ICT is made possible by the introduction of
smart phones and other hand-held devices. According to Budde (2014), Nigeria has
over 125 million mobile subscribers. However, Oketola (2013) argued that only 25%
of the total mobile subscribers use smartphones.
Despite the excellent reviews on the increase in ICT penetration in Nigeria,
there are still challenges in terms of universal access to different communities and its
people. Osang (2013) revealed that the cost of the Internet access in Nigeria and
other developing countries, absence of internet infrastructures in most communities
where students reside poses a big threat to the use of ICT. In the same vein, an in-
depth study of Nigeria by Ani et al., (2007) stated that access to ICT services by
educational institutions in the country is inadequate. This makes it difficult for the
students and other disadvantaged people in the country have access to ICT services.
This has led people to seek other available, affordable means of gaining access to
ICT services and the Internet. This statement is strengthened by the study conducted
by Ukpebor & Emojorho (2012) revealing that access to the Internet is usually by
few public telecentres and educational institutions in Nigeria (Ukpebor & Emojorho,
2012). Figure 1 below shows the digital statistics of Nigeria.
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Figure 1.2: Nigeria Digital Statistics
Source: Internetworldstats.com, 2014
1.5 PROBLEM STATEMENT AND FOCUS OF THE STUDY
With a large percentage of the Nigerian population living below the poverty
line, it will be necessary to ascertain the impact of e-public access such as the
telecentre on the socio-economic development of Nigerian communities and its
people. The statistics of over 55 million people having access to the Internet is a far
cry from the total population of Nigeria. As mentioned earlier, this is due to the
inability of people to purchase 3G enabled devices such as smart phones and the cost
of Internet access. As defined by Wea-ni.com (2014), digital inclusion involves
incorporating ICT services so as to improve the education and quality of people
lives.
1.6 RESEARCH QUESTIONS
How are telecentres used in Nigeria?
What are the benefits of telecentres in Nigeria?
What challenges affect access and use of telecentres for access to information
in Nigeria?
To what extent are telecentres relevant in promoting socio-economic
development in Nigeria?
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1.7 RESEARCH AIMS AND OBJECTIVES
1.7.1 Aim of this study
To explore the role of telecentres in socio-economic development of Nigerian
communities and its users and analyse the various benefits and challenges
encountered. Specifically, this study aims to explore Nigerian users’ experience of
using telecentres in their community.
1.7.2 Research Objectives
To design a survey and conduct interview in order to ascertain the usage
pattern, benefits, challenges and relevance of telecentre to its users.
To discover the impacts of telecentre by conducting a literature review.
To design a model on the educational, social and economic impacts of
telecentres based on research findings.
To make practical recommendations to improve the relevance of telecentres
in Nigerian communities.
1.8 STRUCTURE OF THE DISSERTATION
The overall structure of the dissertation is as follows:
Chapter 1 introduces the background and context of the study coupled with aims and
objectives.
Chapter 2 reviews the literature on the concept of digital inclusion and relevant
themes on the telecentre initiative.
Chapter 3 discusses the research design which encompasses the methodology and
approach used for the study. In addition, the data collection, analysis and the design
of the research instrument are also discussed.
Chapter 4 presents the findings of this research through the analysis of data collected.
Chapter 5 discusses the findings and results obtained and compare with existing
literature to ascertain their validity.
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Chapter 6 presents a summary of the research process, aims & objectives and
findings. It includes theoretical contribution, recommendations and suggestions for
future research.
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CHAPTER 2: LITERATURE REVIEW
2.1 INTRODUCTION
The aim of this chapter is to assess the relevant literature on the concept of
digital inclusion and telecentre as an initiative in promoting it. An in-depth analysis
of the history and purpose of telecentres is also established. In addition, it
encompasses a critical presentation of key themes; the effectiveness of telecentres,
factors affecting the use of telecentres and the challenges of telecentres to the
community. Finally, the concluding part helps to reveal the relevance of this
proposed study.
2.2 DESCRIPTION OF DIGITAL INCLUSION
Digital inclusion or e-inclusion means differently to people in the social
community. According to Moura et al., (2009) the term digital inclusion is more than
providing Internet access to rural communities, rather it is a practice of citizenship
that includes collaboration with the world of information and communication.
Beltran & Gomez (2010) provides a more comprehensive definition of digital
inclusion as the process of ensuring people has access to information and
communication technologies with the ability to actively participate in an evolving
society. In a different twist to the aforementioned views, Figueiredo et al., (2012)
stated that some research works opened the significance of digital inclusion in
helping to combat poverty and injustice. Most importantly, digital inclusion helps to
close the digital gap by connecting people in disadvantaged areas so as to transform
the world into a global village.
A number of initiatives termed as digital inclusion projects are put in place by
non-governmental organisations and private companies so as to transform the world
into a global community(Madon et al., 2009; Santarosa et al., 2013). Amongst
numerous projects include the Akshaya telecentre project in Kerala, India; telecentres
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in Sao Paulo, Brazil and Siyabuswa project in Mpumalanga, South Africa (Madon et
al., 2009).
2.3 DEFINITION OF TELECENTRES
According to Buhigiro (2013), telecentre is a valuable tool that provides
Internet access to communities across the globe in connection with access to
information and acquisition of information technology skills. In the same vein,
Garrido et al., 2012 described telecentres as access points in communities where
people have access to traditional ICT mechanisms such as computers, telephones,
video conferencing software and the Internet. Evidently, these aforementioned
definitions reveal the importance of telecentres in most communities as a means for
information access.
Cheuk et al., (2012) provides a more comprehensive definition of a telecentre
as an information centre that provides access to the Internet, its applications and
other ICT related services such as sending and retrieval of e-mails. Without a doubt,
there are diverse definitions of telecentres from different scholars.
Hedberg (2010) defined telecentres as physical locations that provide access to the
Internet and other ICT services so as to boost the economic, educational and social
development of communities. Telecentres are places where various Information
technology activities take place and give ample opportunity for people to explore
various ICT tools.
2.4 HISTORY AND PURPOSE OF TELECENTRES
According to Latchem (2001), the telecentre initiative was launched in the
1980s in Scandinavia before spreading to other continents of the world. On the other
hand, Rega (2010) argued that the first community telecentre was established in
United States of America (USA) in 1983 with the aim of bridging the digital gap
between the haves and haves-not in the American society. Telecentres were given
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different names by people in the communities according to its purpose and functions
such as telecottages, infocenter, information kiosks, multipurpose telecentres, and
televillages and cabinas publicas (Buhigiro, 2013).
In 1985, there was a transition in the operations and activities carried out in
the telecentre. Rega (2010) pointed out that the continuous development of
telecentres across the world and general acceptance among people globally gradually
diminished the different names associated with telecentres. According to Rega
(2010), the term telecentre became the widely accepted name across the world. In
1994, the telecentre initiative grew beyond measures, and there were more than 230
telecentres in USA, Finland, UK and Germany (Oestmann & Dymond, 2001). The
involvement of international organisations such as United Nations educational,
scientific and cultural organisation (UNESCO), Swiss agency for development and
corporation (SDC), International telecommunication Unit (ITU) and International
development research centre (IDRC) also enabled the expansion of telecentres to
communities in developing countries (Latchem, 2001).
Despite most telecentres established with the goal of providing access to ICT
services to disadvantaged communities, they still vary in size and services offered
(Oestmann and Dymond, 2001). Oestmann & Dymond (2001) added that some
telecentres offer basic ICT services while others incorporates all essential ICT
services that allow community users accomplish a wide range of tasks. The
integration of ICT services such as telemedicine, video conferencing, e-commerce
and ICT training led to the emergence of multipurpose telecentres (Islam & Hasan,
2008).
According to Ruiz (2014), with the aim of providing technical assistance to
telecentres scattered around the world, the telecentre.org initiative was established in
1995. The telecentre.org program initiative was a joint collaborative effort of
international organisations such as Microsoft, IDRC and SDC (Ruiz, 2014). Rega
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(2010) added that telecentre.org is a global program that helps to promote
telecentres. The telecentre program initiative with the goal of sustaining the impact
of telecentres designed a framework which included four main pillars (Ruiz, 2014).
These include research, telecentre.org academy, network support and content. Figure
2.1 below shows the program components of telecentre.org program.
Figure 2.1: The program components of telecentre.org
Source: Telecentre.org, 2006
In Nigeria, the Nigeria communications commission (NCC) made it a
requirement for communities to have access through ICT initiatives such as
telecentres. In a bid to improve the Internet access to most rural communities in
Nigeria, the NCC issued access for the commencement of telecentres and cybercafés
operations (Adomi, 2003). With a growing population of about 160 million people
and over 70% of the population living in remote areas, telecentre initiative is
becoming increasingly important and are established in shops, schools, clinics and
airports (Ahmad et al. 2011). With most telecentres in the country providing access
to the Internet and other associated ICT services. According to GISwatch.org (2007),
Nigeria has the fastest growing ICT market in Africa.
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2.5 THE EFFECTIVENESS OF TELECENTRES
Adam & Wood, 2001 cited by Abdulwahab & Dahalin (2010) stated that the
establishment of telecentres can be considered the best option in enabling access to
ICT services in sub-Saharan Africa. Buhigiro (2013) reinforced this view and stated
that the creation of telecentres is a potent tool that helps communities has access to
various ICT services.
Bailey & Ngwenyama (2009) debated that telecentres have been created in
different countries globally as a way of giving access to ICTs in order to promote
community advancement. Buhigiro (2013) further stated that role of telecentres has
been seen through the work of various organisations sustaining telecentre initiatives
globally. These bodies consist of international organisations, non-governmental
organisations (NGOs), and governments (Rega, 2010).International organisations
such as IDRC has a goal to continually boost the sustainability of each telecentre
(Buhigiro, 2013). In a study by Rega (2010) reported that world renowned
organisations such as UNESCO and ITU are also involved in the sustainability of
telecentres globally. The global telecentre map below in figure 2.2 shows the
distribution of telecentre initiatives across the different continents of the world as
established by governments and international organisations.
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Figure 2.2: Global telecentre map showing telecentre distribution in different
continents
Source: Telecentre.org, 2013
The effectiveness of telecentres can be seen in its multipurpose functions. As
described by Islam & Hasan (2008), the telecentre offers users within a community
various services which include health, education/training, agriculture development,
job search, government services, business, and in some cases peculiar services such
as telemedicine and meeting space facilities (Rao, 2008; Rega, 2010). However,
Proenza et al., (2001) as cited by Ibrahim and Ainin (2009) stated that there are
different types of telecentres such as commercial, educational related, Non-
government Organisations and franchise other than multipurpose telecentres. Proenza
et al., (2001) as cited by Ibrahim and Ainin (2009) further argued that the
effectiveness of telecentres is based on desirable characteristics that include the
target users and self-sustainability influenced by cost and market demands.
On the other hand, Ibrahim & Ainin (2009) reported that the effectiveness of
telecentres increases when its provide communication services such as Internet
browsing, Email, Skype and E-commerce. Some telecentres also include ancillary
services that are considered additional to their primary services. According to
Rahman and Bhuiyan (2014), the ancillary services can be considered as value added
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services because they have the potential to emanate as a primary source of wealth for
telecentres. These include scanning, printing and photocopying, photography
(Raihan, 2007; Akanda, 2013). The importance of ancillary services is reinforced by
Morakanyane (2010) in a study on Kitsong telecentre in Botswana. Based on the
findings of Morakanyane (2010), the ancillary services were highly regarded by most
users. However, services such as photocopying, printing and typing were the most
considered.
According to Buhigiro (2013), telecentres are considered significant
instruments for the effectiveness of development of a community. Harris (2001)
added that telecentres are premeditated to assist communities from the use of ICTs
attain necessary developmental goals. In a study conducted by Rao (2008) in
developing countries and rural communities, it was revealed telecentres help to
increase accessibility to ICT services and provides access to infrastructure,
employment opportunities and development of skills.
In the research by Vannini et al., (2013) argued that the perception of non-
users of telecentres is not usually considered by researchers in evaluating the
effectiveness of telecentres. There are diverse suggestions about the non-usage of
telecentres by community dwellers. According to (Chigona & Licker, 2008; Sey et
al., 2013) unawareness of the existence of telecentres is one of the reasons given by
scholars. The advent of other means of accessing ICT services such as mobile phones
and personal computers reduces the relevance of telecentres. The aforementioned
view is supported by Sey et al., (2013) by stating that some community residents
consider alternatives to access technology elsewhere.
Ruiz (2014) argued that although the use of mobile phones in accessing the
Internet is growing significantly; however, they have limitations such as small
screens and high connectivity costs to the Internet. Bailey & Ngwenyama (2009)
revealed in a survey of telecentres in India that non-users were less educated and
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older compared to users of telecentres. Similarly, Bailur (2006) argued that literacy is
a vital factor which creates imbalance in the proportions of people using telecentres
in developing areas. Good and quality education is paramount for people to access
and benefit from information resources on the Internet (Bailey & Ngwenyama 2009).
2.6 FACTORS AFFECTING THE USE OF TELECENTRES
Telecentres are one of the significant measures to meet the growing
information, communication and educational needs of communities in developing
countries (Latchem, 2001). The aforementioned view is supported by the views of
(Clark &, Gomez, 2011; Ibrahim & Ainin, 2009) who disputed that telecentre clients
are motivated to use telecentres for communication with other community members,
access to new learning opportunities and job opportunities. However, it is essential to
ascertain factors that affect the use of telecentres in communities.
According to Buhigiro (2013), the factors that affect the use of telecentres are
distinguished into socio-economic and socio-personal factors. In a study of Internet
use in Calabar, Nigeria, Ani et al. (2007) described socio-economic factors as
income, illiteracy and lack of ICT skills. Similarly, Grace et al. (2004) showed that
factors such as age, gender, education and literacy levels affected the use of
telecentres in communities across Africa. Hassan et al. (2011) showed that factors
such as income, Internet usage, and education usually influence the use of ICT tools
and this is not astonishing as it is in tandem with the views of Ani et al. (2007) and
Grace et al. (2004). In a study by Ani et al. (2007) on gender dissimilarities among
users of telecentres in the University of Calabar, 60 percent of the respondents were
male while the remaining 40% respondents were female. Tella and Mutula (2008)
revealed based on a study on gender differences in University of Botswana that
dissimilarities exist between male and female gender groups with respect to
computer literacy. Based on the findings, Tella and Mutula (2008) concluded that
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people with advanced computer knowledge referred to as computer literates were
more motivated to use ICT facilities such as telecentres.
On the other hand, according to Buhigiro (2013), socio-personal factors are
behavioural characteristics and attitudes such as low level of perception and adoption
of ICT. Agwu et al. (2008) pointed out that the low level of awareness plays a
prominent role and influences ICT usage. The results of Agwu et al. (2008) on a
study of researchers and agricultural farmers ICT tools awareness revealed majority
of the researchers had good knowledge of ICT tools, however; only 41% of farmers
were aware of ICT tools. The findings from the survey of Agwu et al.(2008) further
strengthens the view that literacy plays a crucial role in the use of ICT tools such as
telecentres. Other factors that affect the use of telecentres and other ICT tools in
communities include high cost of equipment, scattered population, lack of awareness
and understanding of ICTs and lack of technical capacity (Akinsola et al. 2005).
2.7 THE CHALLENGES OF TELECENTRES TO THE COMMUNITY
The popularity of telecentres as a public access ICT facility has grown
significantly in the past fifteen years (Clark & Gomez, 2011). However, telecentres
are still faced with challenges in delivering ICT services to the communities. A
significant challenge telecentre poses to the community is its sustainability (Rao,
2008; Clark & Gomez, 2011; Buhigiro, 2013).Sustainability as described by (Marias,
2011) involves sustaining the financial, technological, social and environmental
features of a telecentre. Telecentres are usually proposed and built by governments,
NGOs and private companies. Gomez et al., (2012) asserted that most telecentres are
built for non-profit purposes. Therefore, its continuous sustainability can only be
achieved by support from government and non-governmental organizations. Buhigiro
(2013) stated that the running costs of most telecentres exceed the revenues derived
from its users due to the non-profit goal of most telecentres. Most telecentres are
built on the premise of not making profit; however, Parkinson, 2005 as cited by
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Sumbwanyambe et al., 2011 stated pricing and poor personnel as some of the reasons
hindering its sustainability.
In rural communities, telecentre users also encounter challenges such as the
language barrier and costs (Buhigiro, 2013). Clark and Gomez (2011) stated that
based on case studies conducted on telecentres in developing countries, the
availability of content in non-English speaking countries is a barrier for its users.
Buhigiro (2013) pointed out that applications of ICT are programmed without
consideration of languages of locals in the communities. The use of high-level
programming language such as JAVA is English based. Mulozi (2008) stated in a
case study report of telecentres in Zambia that the cost of using telecentres in rural
areas were more expensive than the urban areas due to their limited number. The
high cost reduces its patronage in the rural areas because most rural dwellers in
Africa depend on farming (Lwoga et al., 2011).
Other authors have offered their views on the challenges telecentres and other
ICT tools pose to disadvantaged communities. According to McConnell et al., (2001)
there are numerous challenges to telecentre operations in rural communities: These
include the need for content in local language, inadequate skilled employees,
affordable pricing levels, inadequate support from external organisations and
inadequate information and publicity of telecentres throughout the community.
2.8 CONCEPTUAL FRAMEWORK
This study is based on Nigerian communities and the role of telecentres in
promoting digital inclusion. The literature review concentrated on the key subjects
such as the theory of digital inclusion and telecentres, factors affecting the use of
telecentres, the effectiveness of telecentres, as well as challenges telecentres pose to
the community. In the review of literatures, different authors gave their views on the
role of telecentres in the community. The views of the different academic scholars
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can be synopsized as follows: Telecentres play an essential role in communities by
enabling access to ICT services, most notably the Internet which creates
opportunities and benefits for community members. However, challenges are
encountered by community dwellers, and nevertheless it helps to reduce the
obstruction in having Internet access. The conceptual framework in figure 2.3 gives a
concise account on what would be the focal point in the findings component of the
study.
Figure 2.3: Conceptual frame work of research
2.9 CONCLUSION
Despite the efforts of governments, private and non-governmental
organisations in establishing telecentres and other initiatives, Bailey & Ngwenyama
(2009) suggested that there is a lack of conclusive research on the role of telecentres
in promoting digital inclusion, that is, its success. This study will help to fill the
knowledge gap by exploring the role of telecentres in promoting digital inclusion in
Nigeria. It will help reduce over-reliance on anecdotal evidence by obtaining views
of people in Nigeria and augment the limited statistical data obtainable for
telecentres on a worldwide level (Buhigiro, 2013).
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Based on the literature review, the telecentre can be seen as a pivotal tool in
bridging the digital gap existing in disadvantaged areas. However, the review has
also highlighted some of the challenges and barriers encountered by community
dwellers in using the telecentre. The next chapter will describe the methodology used
to investigate the role of telecentres in promoting digital inclusion in Nigeria.
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CHAPTER 3: METHODOLOGY
3.1 INTRODUCTION
This chapter describes the methodology used to investigate the role of
telecentres in promoting digital inclusion in Nigeria. This chapter encompasses the
research design and research instruments of data collection conducted in July, 2014.
Thereafter, the structure used for data analysis is discussed, and the ethical issues
involved in the proposed study. It ends with the chapter summary.
3.2 RESEARCH DESIGN
This study used a mixed methodology, that is, involved the use of both
quantitative and qualitative analysis (Palinkas et al., 2011; Ramlo & Newman, 2011).
The use of a mixed method help capture and give a detailed analysis on how
telecentre affects Nigerian users both positively and negatively in promoting digital
inclusion. The use of mixed methodology provided avenue to obtain both statistical
data and in-depth perception of telecentre users. The aforementioned statement is in
tandem with the view of Leech and Onwuegbuzie (2007). According to Leech and
Onwuegbuzie (2007), mixed methods involve the collection, analysis and
interpretation of both quantitative and qualitative data. In the same vein,
Onwuegbuzie & Johnson (2006), describes mixed methods research as a research
technique that combines both quantitative and qualitative methods in a single study.
There are several reasons why mixed methodology is embraced by
researchers. As previously mentioned, mixed methods allow the combination of both
quantitative and qualitative methods in a research. According to Moran-Ellis et al.,
(2006) added that mixed methods is imbibed by researchers because it enables
precision in research findings and generates new knowledge through integration of
findings from different methods. However, as with any other research methods,
mixed research methodology has some fundamental challenges that must be
considered in a research. According to Rhode (2009), mixed method is complicated
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and requires different approaches in examining research problems. In addition,
mixed method is time intensive during collection of data for quantitative and
qualitative analysis (Rhode, 2009).
On the other hand, using mixed methods gives the leverage to answer
numerous research questions (Rhode, 2009; Onwuegbuzie & Johnson, 2006). The
choice of mixed methods for this study was based on the premise of collecting data
from participants as regard their perception on the impact of telecentres in Nigeria.
The findings from the data through both qualitative and quantitative approaches help
provide a well-balanced report on the impact of telecentre on the Nigerian user.
Swanson & Holton (2005) provided an underlying principle for the use of
quantitative research methods. A significant reason for the use of quantitative
research methods is its capacity in enabling the study of a large sample size and
make generalizations (Swanson & Holton, 2005).Quantitative research additionally
empowers a researcher to detail fair-minded and practical causal clarifications for a
given phenomenon. This is usually achieved through the use of fact-finding tools.
One methodology that engages quantitative research is the survey methodology
which usually involves the use of questionnaires, online survey or a combination of
both (Waller, 2009).
According to Kelley et al., (2003) surveying is regarded as a simple, but very
effective means of collecting data for a research. Surveying which includes the use of
questionnaires and interviews allows data to be collected in a standardized form. This
study involved the use of paper questionnaires in obtaining data. Reja et al., (2003)
stated that questionnaires usually contain open-ended and close-ended
questionnaires. However, close-ended questions usually limit respondents to set of
options to choose from while open-ended questions provide the opportunity for
respondents to give their opinions on the subject matter (Reja et al., 2003). The
advantage of using an open questionnaire is that it gives the researcher the leverage
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to obtain unbiased response from participants in a study. However, it is more time-
consuming as regard coding each response of participants. Several studies have also
discussed other ways of conducting surveys such as an online survey, that is, through
the use of web. According to Wright (2005), the increasing popularity of the Internet
makes online survey a good approach to conduct a research survey. Some advantages
of using online survey include access to a unique sample population and reduced
time in completing the survey. However, as noted by Wright (2005), the use of
online survey also has some drawbacks. These include sampling and access issues. It
could be difficult to ascertain the characteristics of participants from the online
community.
On a general note, Sincero (2012) stated some advantages and disadvantages
of using survey. The advantages include large sample population, reduction in
research cost, easy means of gathering data and accurate result. However, drawbacks
of using survey include rigid design of questions and not suitable for debatable
issues.
In this study, the use of survey method allowed the researcher to have access to
a large population of telecentre users. With the inclusion of close-ended questions
and options for additional comments in the questionnaire, the responses of
participants were guided so as to avoid inaccuracy.
The research design also involved the use of qualitative research method.
According to Clissett (2008), qualitative research enables a researcher to understand
and give a detailed description of the human population as regard their behaviour and
reasons they behave in a particular way. Clissett (2008) added that a qualitative
research helps to uncover individual actions and perception of people. In this study, a
qualitative method was incorporated so as to provide a clear picture of people views
about telecentres without influencing their thinking pattern.
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With very few previous studies concentrating on telecentres in Nigeria, this
study adopted an inductive approach to analyse the qualitative data. Burnard et al.
(2008) stated that qualitative data could be analysed either using an inductive or
deductive approach. The deductive approach involves using a predetermined
framework to analyse the qualitative data while an inductive approach involves
analysing the data without any fixed theory (Burnard et al., 2008). The use of an
inductive approach is very time-consuming; however, it helps to provide
comprehensive, consistent and valid findings (Thomas, 2006; Burnard et al., 2008).
Qualitative research involves fact-finding tools such as interviews, focus
groups, observation and review of documents; however, Curry et al. (2009) stated
that the use of interviews gives the opportunity to explore the perception of people in
detail. Among the aforementioned fact-finding tools, interviews were used in this
study to obtain valid data and perceptions of Nigerians as regard telecentres. The
incorporation of semi-structured interview in this study helped to solve the
deficiencies of the quantitative method. The use of interviews allowed the researcher
capture the diverse perspectives of some selected telecentre users. The fact-finding
tool, interview is divided into structured, semi-structured and unstructured interview
(Gill et al., 2008). However, the semi-structured interview was selected for this
study. According to Rabionet (2011), there are six distinct phases of conducting
semi-structured interview: these include selecting the interview type, ascertaining
ethical procedures, fashioning the interview procedure, conducting the interview,
recording the interview sessions and giving detailed account of findings.
Despite the clear advantages of using interviews to obtain qualitative data, there
are limitations associated with the use of interviews for data collection. Limitations
such as lack of trust and time, interviewees been bias and language ambiguity (Myers
& Newman, 2007). The issue of time and trust were discussed before the start of the
interview with each interviewee through the use of the consent form. In addition,
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interview questions prepared for interviewees were simple and clear in order to avoid
ambiguity.
Figure 3.1: Research Design
3.3 DATA COLLECTION
The total population involved in this study is 86 participants. The participants
involved in the study are users of telecentres in Nigeria. The research included two
fact-finding mechanisms, that is, the use of questionnaires and interviews. A prior
notice was sent to the managers of telecentres involved in the study and adequate
information as regard the study. On the confirmation from the managers, a date was
selected for distribution of questionnaires and interviewing of selected participants.
The survey involved 80 participants of both gender group (male and female).
Questionnaires were distributed to the participants to fill the close-ended questions.
During the period of data collection using the questionnaire, some telecentre users
were reluctant to participate in the study. Some respondents complained about
having other engagements and activities billed for the day. This led to the researcher
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spending more time in the selected telecentres trying to persuade the some users and
informing them about the importance of the study.
In the bid to obtain a balanced response from participants, 6 participants were
involved in an open-ended semi-structured interview. The semi-structured interviews
involved three telecentre managers and three telecentre users. The duration of each
interview was between 10-15 minutes. A school owned telecentre manager and two
other private owned telecentre managers. The responses from the participants in the
semi-structured were obtained through audio-recording. Figure 3.1 below shows a
diagrammatic representation of participants involved in the study.
Figure 3.2: Diagrammatic representation of participants
3.4 RESEARCH INSTRUMENT
3.4.1 Questionnaire design
As previously mentioned, the study involved the use of questionnaires to
collect data from the sample of telecentre users in Nigeria. The questionnaire is an
essential research instrument and comprises of well-structured questions that helps to
guide the responses of participants in a study. Therefore, the necessity to design a
questionnaire that encompassed all facets of the study was important in obtaining
consistent and valid data.
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The designed questionnaire for the study consisted of close-ended questions
while a few other questions provided opportunities for additional comments. The
close-ended questions made easy to analyse the responses of participants involved in
the study by eliminating ambiguous data. In addition, participants were able to fill
the questionnaire within a very short period. However, as revealed by Reja et al.,
(2003), close-ended questions limit participants to a set of options and inhibit them
from revealing their individual viewpoints on a particular subject matter. In order to
reduce bias responses, some questions in the questionnaire provided respondents the
opportunity to include their perceptions. Table 3.1 below illustrates the structure of
the questionnaire used in the research.
Table 3.1: Structure of Questionnaire
3.5 DATA ANALYSIS
Based on the mixed methodology adopted for this study, the use of
questionnaires and interviews were used to obtain data from respondents.
Questionnaires and Interviews are regarded as quantitative and qualitative methods
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of collecting data respectively. Therefore, both methods of data collection involve
distinct techniques in analysing obtained data.
3.5.1 Quantitative data analysis
Quantitative analysis can be divided into descriptive and inferential statistics.
According to Socialresearchmethods.net, 2014, descriptive statistics includes the
mean, median, frequency of the data obtained while inferential statistics is the results
of a statistical test.
In this study, the responses obtained from participants were analysed using
statistical tools such as SPSS and Microsoft Excel. An Excel spreadsheet was used to
produce graphs that help to create a clear picture of the frequency of participants’
response. The results from the questionnaire were coded using SPSS 21.0 and so as
to provide relevant descriptive statistics that helps to give background information of
participants involved in the study. Demographic characteristics of respondents such
as gender, age, education and employment were included. Some of the significant
findings discovered by the researcher include
The number of users of each telecentre on a daily basis.
The gender group that patronizes the telecentre more.
The sets of population that patronize the telecentre.
The services that attract people to the telecentres.
The benefits and challenges encountered users.
The different reasons people visit the telecentre.
The socio-economic benefits of telecentres in Nigeria.
3.5.2 Qualitative analysis
According to Zhang & Wildemuth (2009), qualitative analysis involves a
technique designed to summarise data into themes or patterns based on valid
interpretations. In the same vein, Hsieh & Shannon (2005) stated that qualitative
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analysis is a research method used for the interpretation of data through process of
coding and identifying patterns or themes. Creswell (2003) as cited by Buhigiro
(2013) stated that qualitative analysis is an inductive process used to generate themes
and patterns.
There are several phases involved during thematic analysis of data. These
include data familiarization, initial codes generation, searching for themes in the
data, evaluation of themes, assigning names to the themes generated and final report
generation (Braun & Clarke 2006).
According Qu & Dumay (2011), interviews are ways researchers can learn
about the perceptions of people. The interview sessions with respondents in this
study were audio-recorded using a recorder. The audio files of the interviews were
saved on a computer system. Thereafter, the audio-recorded interviews were
analysed by transcribing into text and storing the details into a computer system.
Thematic analysis can be carried out either using computer-aided qualitative data
software such as CAQDAS or manually. However, this study used a manual
approach in analysing the data set and generating relevant themes. Nevertheless, the
manual approach is time-consuming compared to the use of computer applications.
The transcription of interview was carefully carried out in order to avoid relevant
opinions of respondents. However, since the lingua franca of Nigeria is English
language, there was no need to translate from one of the local languages into English.
The responses obtained from participants were in English language. However, there
were interludes during some of the interview sessions and this resulted into more
duration during transcription.
3.6 RESEARCH ETHICS
This research is a low risk project since it involved human participants 18
years and above, the topic of interest is not sensitive, and identity of respondents
remains anonymous. Data was not collected from users below 18 years, adults with
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mental incapacity or people in custodial care. In addition, no sensitive data was
obtained through the study fact-finding tools (questionnaires and interviews), and
there were no danger of physical risks for participants. Participants were given in-
depth details about the research and made to read the information/consent form
before proceeding and indicating interest to be involved in the study by appending
their names and signatures.
3.7 SUMMARY
This chapter discussed in detail the suitability of adopting a mixed
methodology to investigate the role of telecentres in promoting digital inclusion and
the perception of Nigerian users. It includes a brief description of participants
involved in the study, design and structure of the questionnaire and the ethical issues
involved in the study. The subsequent chapter presents an analysis of data and
findings from the data collected during the study through the use of questionnaires
and semi-structured interviews.
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CHAPTER4: FINDINGS
4.1 INTRODUCTION
This chapter presents the results of both the quantitative and qualitative data
analysis. Thereafter, it incorporates a summary of the pertinent findings.
4.2 Quantitative Analysis Results
This study involved 80 participants of both genders, that is, male and female
selected from different telecentres in Lagos, Nigeria. Questionnaires were given to
the participants in order to obtain their diverse opinions about telecentres in Nigeria.
With the aim of achieving optimum results, there was no age discrimination or
preference of a particular gender group in selecting the participants. Participants in
the survey include students, working and non-working class citizens. The survey was
conducted by giving participants a copy of the questionnaire in order to fill in the
necessary data required for the research work. No missing responses from any of the
questionnaires given to the participants. The subsequent sections provide detailed
analysis of the findings derived from the questionnaire distributed to the participants.
4.2.1 Demographic distribution of participants
Ascertaining the characteristics of participants was not specified as one of the
main objectives of the study. Nevertheless, it is paramount to report this data
showing the social class of the participants. The attributes of the participants help to
give a description on the appropriateness of participants for the study and help create
a clear picture on the circumstances influencing the use of telecentres. The
characteristics of the participants encompassed their gender, age, educational status
and employment.
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4.2.1.1 Gender of participants
Figure 4.1: Gender of participants
The graph shown above gives a more detailed analysis of the male and female
participants. This study was carried out with the aim of having balanced responses
from both gender groups with 56% and 44% of the participants’ male and female
respectively. As shown in the figure, there are more men respondents compared to
the female gender group.
4.2.1.2 Age distribution of participants
Figure 4.2: Age distribution of participants
Most people who use telecentres are under 40 years and over a third is in their
twenties. It can be deduced from this study that the users of the telecentre are quite
young. This could be explained based on the premise that majority of people in their
twenties comprises of people in higher institutions and those trying to create a niche
for themselves in their chosen careers.
45, 56%
35, 44%
GENDER
MALE
FEMALE
9, 11%
31, 39% 25, 31%
10, 13% 5, 6%
0, 0% AGE
Under 20
20-29
30-39
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4.2.1.3 Educational status
Figure 4.3: Educational status of participants
As shown in figure 4.3, most participants in the study had a good level of education.
Only two people had only primary education, however, 89% had a degree or higher
level of education. Based on the findings, the use of the telecentre appeases more to
people with a good level of education due to the technicalities involved in using the
ICT services. However, this data demonstrate the maturity of the participants in
terms of experience.
Table 4.1: A cross tabulation between educational status and Gender of
participants
Table 4.1 shows the female gender group has more MSc/MA/PhD participants that
visit telecentres compared to the male gender group. However, the male gender
group are more educated compared to the female group. They all have SSCE
qualification and above.
0, 0% 2, 2% 7, 9% 17, 21%
43, 54%
11, 14% Educational status
No formal education
Primary education
SSCE
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Table 4.2: Across tabulation between educational status and age of participants
4.2.1.4 Employment status of participants
Figure 4.4: Employment status of participants in the study
Majority of the participants in the study are part of the social working class
with less than a third was either students or unemployed. The students are mainly the
internet users and those attending computer lectures at the telecentres. The self-
employed respondents’ comprised of business owners (small scale and medium
enterprises). The least responses came from the unemployed group. This is as a result
of cost involved in using a telecentre ranging from transportation and access to ICT
services especially in privately owned telecentres.
4.2.2 The use of telecentres by participants
The following data presentations are based on the frequency and use of
telecentres by the participants. There are five sub-questions in this section. Based on
findings, the different opinions of telecentre users in Nigeria were established.
12, 15% 8, 10%
49, 61%
11, 14% Employment
Student
Unemplyed
Employed
Self employed
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4.2.2.1 Frequency and duration of users of the telecentres
Users of telecentres can be termed as people who profit specifically from the
telecentre, for example, the individuals who had an immediate contact with the
telecentre and those seeking for particular information on the Internet or a specific
telecentre services. The participants in the study can be referred to as users, and they
all gave their different opinions on the frequency and duration they spend in the
telecentre. As shown in figure 4.5 below, few respondents’ visits telecentres daily.
However, majority of participants visit the telecentre once a week or more. Majority
of the participants in the study are employed and constrained to stay in their offices
during the working hours usually between 8am-5pm. In addition, most private
telecentres visited do not operate for 24 hours due to cost of sustainability and
security reasons.
Figure 4.5: frequency of visits by users
Question 7 required the participants to indicate the duration they spend on each
visit to the telecentre. With a sampling group that comprised of students, civil
servants and unemployed people the responses obtained from respondents was
balanced. Majority of them said spend 1-2 hours on each visit to the telecentre. Very
few indicated to spend above 3 hours in the telecentre while none of the participant.
Based on opinions from respondents, the average duration by a user is approximately
05
10152025
often Everyday
Morethan
once aweek
Once aweek
Once amonth
Lessthan
once amonth
Series1 6 19 14 16 25
Nu
mb
er
of
Pe
op
le
How often do you use the telecentre
45 | P a g e
2 hours. In the academic telecentre visited, students are constrained to use the centre
for only 2 hours due to the limited systems in place. In addition, most private
telecentres in the country charge users for Internet access. This is usually between
100 – 150 naira per hour and this about One (1) dollar and users also have to pay for
other ICT services (either communication or ancillary).They have to pay for services
such as printing and photocopying, scanning, laminating and book binding.
Figure 4.6: Duration of each visit by users
Table 1.3: A cross tabulation between the frequency and duration of telecentre
users
Table 4.2 shows a more detailed analysis of the interrelation between the
frequency and duration by users of telecentres. This helps to give a clear picture
between the variables. As can be seen from table 4.2, majority of the telecentre users
spend between 1-2 hours on each visit. Respondents who visit the telecentre daily
gave a more balanced response spread across each of the time duration.
0
10
20
30
40
Less thanone hour
1-2 hours 2-3 hours 3-4 hours Morethan 4hours
Series1 27 33 13 7 0
Nu
mb
erv
of
pe
op
le
Duration in the telecentre
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4.2.2.2 Purposes for visiting the telecentre
In question 8 of the questionnaire, participants were asked their main purpose for
visiting the telecentre. It was a close-ended question and required participants to
select from the available list specified. In other not to have bias responses,
participants were given the opportunity to mention any other response not listed in
the survey. The outcome of their responses is shown Figure 4.7.
Figure 4.7: Purposes for visiting the telecentre
Among options given in the question, research purpose was stated as a
significant purpose why people (users) visited the telecentres. There were a more
balanced yes and no response from participants for purposes such as research,
education and business use. On the other hand, most participants did not indicate
their preference for purposes such as social networking (such as Facebook, Twitter
and Myspace), reading and entertainment (e.g. playing video games).Some
participants indicated other reasons for visiting the telecentre. These include meeting
people, obtaining examination results and Job online interview. The reduced interest
in visiting social media sites when in the telecentre is because most people like to
accomplish the essential activities such as checking their e-mails, e-commerce
activities and other important activities. In addition, telecentres within schools
30 28 38
16 4 7
50 52 42
64 76 73
Purpose for visiting the telecentre
Purpose YES Purpose NO
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usually ensure their students and other users focus solely on academic activities such
as carrying out research and completion of assignments.
Table 4.4: A cross tabulation between the age and purpose of visiting the
telecentre
Table 4.3 gives a clear picture interrelation between the age of participants and
the purposes they visit telecentres. Respondents within age 20-29 tend to visit the
telecentre for educational purposes more compared to other purposes. As earlier
shown in table 4.2, majority of them are either OND/HND holders or BSc/B.Ed.
degree holders while very few have just SSCE. It gives a reason most of them within
the age bracket of age 20-29 consider educational and research purposes as two
major options they consider. On the other hand, people within the age bracket of 30-
39 years consider business and research as the two main purposes that endear them to
the telecentre.
4.2.2.3 Reasons for visiting the telecentre
Participants were asked to indicate the reason they visit the telecentre. The
most selected reasons were no computer at home, access to technical assistance and
48 | P a g e
expensive at home. Very few people considered privacy as an option among the
respondents. The result is shown figure 4.8.
Figure 4.8: Reasons for visiting the telecentre
It is not a surprise some participants some consider access to technical
assistance as one of the reasons that impel them to visit the telecentre. With new
technologies and continuous evolution in information technology, users will require
the help of experts (telecentre employees) in carrying out some functions on the
internet and in using the computer system. In addition, for participants who indicated
no computer at home could be due to the cost of purchasing a new computer system.
As demonstrated in the previous question, participants were given the opportunity to
indicate any other reason of their choice; however, no other reason was given by the
respondents.
4.2.2.4 Telecentre services
Telecentres are known to offer both communication and ancillary services.
The ancillary can be described as additional services. Participants were asked to
indicate the communication services that applied to them. This was a close-ended
question, and respondents had to choose from a set of options. As shown in figure
4.8, majority of the participants considered Internet browsing. This confirms the
Nocomputer at
home
Providestechnical
assistance
Privacy Expensive ata home
Use internetvery little,
prefertelecentre
21 19 7
16 23
59 61 73
64 57
Reason for visiting the telecentre
Reason YES Reason NO
49 | P a g e
discussion with a user that web browsing or surfing the internet is the most preferred
service of users. The internet browsing involves users using a browser or software
application such as internet explorer 10.0 or Mozilla Firefox to search and retrieve
information on the World Wide Web (WWW or W3) which is part of the Internet.
Figure 4.9: Communication services in the telecentre
Services such as electronic mail (Email) transfer and retrieval and use of
Microsoft office applications (such as Microsoft Word and Microsoft PowerPoint)
were also highly considered by the respondents. However, the least considered in no
particular order were e-commerce (trading using the Internet), fax and video-
conferencing. Some telecentres visited provided few of the communication services.
So it can be inferred that the low consideration of some telecentre services such as
video-conferencing and Skype by respondents was because of its non-existence in
the telecentres they use.
Opinions were also gathered as regards the ancillary services participants
consider in visiting the telecentres. The ancillary services are supplementary
activities such as printing, typing, laminating, scanning, telephone services, computer
training and database services.
01020304050607080
Internetbrowsing
Email Skype Videoconferenc
e
MicrosoftOffice
E-commerc
e
fax
YES 64 37 12 3 14 3 3
NO 16 43 68 77 66 77 77
Nu
mb
er
of
pe
op
le
Communication services in the telecentre
50 | P a g e
Figure 4.10: Ancillary services in the telecentre
Printing and scanning were the two most recognized services amongst
respondents. With most telecentres visited having printers and scanners, provides a
clear picture why most participants indicated both services has their most preferred.
Participants also considered computer training and laminating. Telecentres visited
provided different computer training modules. These include Introduction to PC,
Microsoft Word, Internet and email, networking, desktop publisher, web page
development and use of information technology. On the other hand, telephone
services and spreadsheet received the least consideration from respondents. With the
continuous expansion of companies in the telecommunication industry and easy
access in buying mobile phones or make use of phone booths, people prefer to make
calls rather than visiting the telecentre.
4.2.2.5 Problems in the telecentre
With the aim of one of the research objectives, participants were asked to
indicate the problems they encounter in the telecentre. The close-ended question
included five different options. Speed of internet connection was a major concern for
people with 50% of respondents indicating it has a problem. Cost of service was the
0
20
40
60
80
Scanning
Laminating
Printing andphotocopyin
g
Bookbindin
g
Computer
training
Typing Telephone
services
Database
services
Spreadsheet
YES 28 17 49 12 17 18 5 10 4
NO 52 63 31 68 63 62 75 70 76
Axi
s Ti
tle
Ancillary services in the telecentre
51 | P a g e
next most considered problem among respondents. Telecentres are usually provided
internet access by the Internet service providers (ISPs). One respondent said that, bad
weather is one of the factors that affect the signal received from the ISPs, and this
sometimes reduces speed of internet connection. Some respondents complained that
they pay lots of money to have Internet access and also have to pay extra for the
communication and ancillary services. Hardware problem such as bad PCs was the
least considered problem among respondents.
However, in total more there were more positive responses than negative as shown in
figure 4.10.
Figure 4.11: Problems in the telecentre
4.2.3 Perceptions of Telecentre users
This section asked users general opinion statements in order to give answers to
the research sub-questions. Participants were asked to evaluate telecentres, their ICT
skills and also the benefits (opportunities) and challenges. Questions were close-
ended and required participants to choose their response from a five-point scale,
ranging from ‘strongly agree to disagree strongly’.
010203040506070
Speed ofinternet
connection
Cost Environment
Hardware Lack oftechnical
assistance
YES 40 27 18 13 17
NO 40 53 62 67 63
Nu
mb
er
of
pe
op
le
Problems in the telecentre
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4.2.3.1 Telecentres make it easier to share information and connect to people
around the world
As shown in Figure 4.11, 91% of the participants indicated they either
strongly agree or agree with the statement that telecentres make it easier to share
information and connect to people around the world. The high ratings from
respondents is associated with the fact that telecentres also act as a meeting place for
people. Different groups of people usually use the telecentre to exchange ideas and
improve the living conditions of their community. In addition, telecentres provide
Internet access to people and gives room for people to communicate with others in
different parts of the world. For instance, University of Lagos centre is used solely
by students to carry out their academic tasks and a meeting place.
Figure 3: Easier to share information and connect people
4.2.3.2 Increase in telecentres will be necessary to connect more people in
Nigeria
As shown in figure 4.12, 82% of the respondents indicated either strongly
agree or agree with the statement that increases in telecentres will be necessary to
connect more people in Nigeria. This report builds upon the aforementioned
statement and reveals the growing importance of telecentres among users. Some
respondents stated that constant communication with other people in the telecentre
0%
10%
20%
30%
40%
50%
60%
Stronglyagree
Agree Not Sure Disagree Stronglydisagree
35%
56%
4% 3% 3%
Series1
53 | P a g e
helps to foster strong and cordial relationship. In addition, some participants stated
that telecentre has bridge the gap in disadvantaged and neglected communities.
Figure 4.13: Increase in telecentre will be necessary to connect people
4.2.3.3 Quality of life is improved through the use of telecentres
As shown in figure 4.13, 74% of the respondents indicated either strongly or
agree with the statement that quality of life is improved through the use of
telecentres. A respondent stated that the computer training incorporated by most
telecentres improved the living condition of many people. Through the trainings,
many people now create jobs for other people thereby improving the general quality
of life of the human population in Nigeria.
Figure 4.14: Quality of life is improved in Nigeria
0%
10%
20%
30%
40%
50%
Stronglyagree
Agree Not Sure Disagree Stronglydisagree
36% 46%
6% 10% 1%
Series1
0%
10%
20%
30%
40%
50%
Stronglyagree
Agree Not Sure Disagree Stronglydisagree
24%
50%
18%
8%
1%
Series1
54 | P a g e
4.2.3.4 Confident of my computer skills
As shown in figure 4.14, 79% of the respondents indicated either strongly
agree or agree with the statement on been confident of their computer skills. The
high rating from respondents is good because telecentres were not only established to
connect people in disadvantaged areas by providing ICT services, but to also
improve their ICT skills. Some respondents stated that the use of telecentres has
improved their computer skill tremendously. Some respondents who were previously
computer novices now have the knowledge of Microsoft Office applications (such as
Microsoft Word and Excel), desktop publishing and the ability to evaluate
information they find on the internet. Some respondents who previously had phobia
for computers said it is gradually reducing.
Figure 4.15: Confident of my computer skills
4.2.3.5 Use the internet to make new friends and have access to opportunities
As shown in figure 4.15, 73% of the respondents indicated either strongly agree
or agree with the statement on using the internet to make new friends and have
access to opportunities. A group of respondents said the Internet have helped them to
make new acquaintances through social media sites such as Facebook, Twitter and
0%
10%
20%
30%
40%
50%
60%
Stronglyagree
Agree Not Sure Disagree Stronglydisagree
29%
50%
11% 9%
1%
Series1
55 | P a g e
LinkedIn. Other opportunities include jobs notification, online competitions and
academic scholarships. A respondent in particular spoke about using the Internet to
get access to some international job opportunities and to join some educational
groups.
Figure 4.16: Internet to make new friends and access opportunities
4.2.3.6 Differences in language make it difficult to access materials on the
Internet
48% of the participants strongly agree or agree with the statement that
differences in language make it difficult to access materials on the Internet.
However, the responses from participants were balanced with 28% indicated either
disagree or strongly disagree. Based on the statistics generated from the findings,
some participants still feel that not having some materials in their local language
makes it difficult for them.
Figure 4.17: Difficult to access materials due to language difference
0%
10%
20%
30%
40%
Stronglyagree
Agree Not Sure Disagree Stronglydisagree
33% 40%
12% 12%
3%
Series1
0%
20%
40%
Stronglyagree
Agree Not Sure Disagree Stronglydisagree
15%
33% 24%
16% 13%
Series1
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Figure 4.18: Outside view of a school owned telecentre
4.3 Questionnaire result synopsis
The data collection comprised of different age groups and considered both
gender groups, however, on a general scale the thinking pattern of the respondents
was not too far apart. Majority considered the speed of the Internet as the main
problem encountered in telecentre. Other challenges considered by respondents
include speed off Internet connection and bad weather. Interestingly, respondents
indicated cost of services in the telecentre as a challenge they encounter in the
telecentre. Other listed options such as hardware problem, lack of technical
assistance and poor environment received low consideration from respondents.
The fact-finding tool also included general statements as regard the relevance of
telecentres including its benefits and opportunities, issues on language barrier and
users ICT skills know-how. From a five-point scale, participants had the option to
choose ranging from strongly agree to strongly disagree. Based on findings, majority
accepted that telecentres help to connect people around the world and to share
information (resources). The results derived are similar to the views of people in the
literature review. Participants were also confident of their computer skills which
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include desktop publishing, use of Microsoft applications, Internet browsing and
being able to evaluate the information they find on the Internet.
As previously mentioned in the literature review, language differences still
affect some users of telecentres in disadvantaged communities. The responses from
participants were kind of balanced with people supporting and opposing the
statement as regard language difference. In the literature review, some scholars
argued that people will prefer to have materials in their local language however;
some others believe it is not necessary since English language is now imbibed by
countries globally.
Finally, even though the questionnaire contained numerous questions as
required for the research, it was necessary to interview some users and telecentre
managers in order to derive optimum results.
4.4 Qualitative Analysis Results
Based on the mixed methodology design of the research, interviews were also
conducted at different telecentres in Lagos metropolis, Nigeria. These involved three
telecentre managers and three users of telecentre. One of the managers interviewed
controls a university owned telecentre existing within the confines of the academic
environment. On the other hand, the other two managers control private telecentre
initiatives. The interviews involved two different question types. The first set of
interview questions for the telecentre manager whiles the other for the users. The
description of the interview participants gender, role and identification number are
described in table.
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Table 4.5: Description of interview participants
4.5.1 Findings of the Semi-structured interviews
The four themes that emerged from the coding of the interview transcripts
include the
Use of telecentre
Benefits
Relevance
Challenges
Theme 1: The use of telecentre
Managers
Participant (P1) stated that the main uses of telecentre include browsing the internet
and for carrying out research activities. In the same vein, P2 stated the telecentre is
used for activities such as carrying out research work and business or ecommerce
activities. However, P3 stated that students use the telecentre only for their academic
assignments and research activities. P3 further stated they are not allowed to use it
for extra-curricular activities such as chatting with friends online and use of social
media sites.
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Users
When asked the question about the use of telecentres, Participant (P4) said he visits
the telecentre to surf the internet. P5 stated that the main reason he visits the
telecentre is to enable him work on personal research by searching for relevant
materials online. On the other hand, P6 uses the telecentre only for academic work
due to restriction by her school authorities. Checking electronic mail and chatting
were the other reasons given.
Figure 4.18: Users in a private owned telecentre
Theme 2: Benefits
Users
In order to give answer to one of the research questions, participants were asked
about the benefits they have gained since their first visit of the telecentre. This was
solely directed to the users. The participants said changes have occurred since their
first visit as computer novices to tremendous skills gained.
P4 said “I now understand how to carry out some computer basic functions. I can use
software such as Corel draw and Photoshop. My computer knowledge of using the
software has made me more relevant among my peers and also a new source of
earning income by training others”.
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On the other hand, participant (P5) believes using the telecentre has helped him with
the manner he relates with others.
“There are lot of benefits in the telecentre. My interpersonal skills have
been greatly developed. I now relate with people better”. p5
Finally, P6 spoke about the immense contribution her frequent visits to the
telecentre have on her academics.
“…..it has really helped me especially in the area of my academics. I
often download relevant materials from the internet and this have helped to improve
my grades”.p6
Theme 3: Relevance
Managers
With the rapid growth of technology and continuous efforts of experts around the
world in trying to transform the world into a global community, participants were
asked about the relevance of telecentres.
“Yes, it has started affecting already. Since the introduction of 3g smart
phones and other facilities on internet the response of customers has reduced a lot,
people no longer turn out the way they use to surf the web in our centres”.p1
One of the interviewees spoke about the continuous relevance of telecentres in the
academic environment.
“Yes, 3G smart phones help the student in achieving their academic tasks.
However, some graphics cannot be viewed properly on a smart phone due to its
screen size. Due to its limitation, students still have to visit our telecentre to
accomplish their tasks”.p3
When P2 was asked of his opinion, he believes the telecentre and the introduction of
other means of accessing the internet and ICT technologies is for the benefit of all
parties.
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“I don’t think so. Our telecentre do not operate for 24 hours. So, I believe
3G smart phones and telecentres complement each other. Users can use their smart
phones when the telecentre is closed”.p2
Theme 4: Challenges
The conclusion of the interview was to find out the challenges participants encounter
when in the telecentre.
Managers
When asked about the challenges they encounter most of the managers interviewed
spoke about the intermittent power supply.
“Poor electricity in the country usually hinders us from providing our clients
with the kind of service they deserve. This leads to complaints from them and in some
cases, we lose some clients to other telecentres”.p1
Other participants also concurred with P1. They spoke about the power problem.
“We sometimes have downtime in the telecentre. This period can last between
1-2 hours. This usually disturbs activities in the centre although it occurs
occasionally. Unstable power supply from the power authority is another challenge
we encounter frequently”.p2
On the other hand, P3 spoke about the challenge they encounter which seemed quite
different from other interviewees.
“Generally, some students usually try extending their stay in the telecentre
because of the time which is just two hours. They usually give us hard times in trying
to get them out the telecentre when their time elapses. The poor electric power
supply is a challenge we have”.p3
Users
The users interviewed all had different responses as regard the challenges they
encounter in the telecentre.
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“I usually encounter network problem due to bad weather and this
usually increases the time I spend in the telecentre”.p4
P5 gave a similar response to that of P4 when asked about the kind of
challenges encountered in the telecentre
“My major challenge is the speed of internet connection. The occasional
slow speed usually affects activities such as downloading and uploading
resources.”p5
However, the opinion of P6 is quite different from other interviewees.
“We are not usually afforded enough time to use the centre. All students
are given just two hours each day.”p6
4.5 Summary of findings
The findings revealed the general perception of telecentre users in Nigeria
through the use of a mixed method approach. With the fact-finding tools, that is, the
questionnaire and interviews, detailed facts were obtained from respondents in this
study.
The study concentrated basically on two different types of telecentres; private
telecentres and a school owned telecentre. Responses obtained from both types of
telecentres were similar, however, a bit different in terms of usage. Most telecentres
visited had well trained personnel and willingly participated in the study. However,
some users were in haste and either filled the questionnaire hurriedly or avoided the
questionnaire totally. Although, telecentres are established with the goal of providing
e-access to community dwellers, however, they differ in terms of size, services and
facilities. This fact was confirmed during the course of this study with some
telecentres more equipped than others.
Based on the findings, the youth population between 20-39 years are the core users
of telecentres. Majority of the respondents indicated between 1-2 hours as the
duration. Costs and limited access are two of the main factors limiting the users from
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spending much time in the telecentre. In the school owned telecentres, the students
are allowed only 2 hours each day and constrained to only to carry out academic
activities. However, in the private telecentres access charges are collected by the
telecentre employees. Users have to pay between 100-150 naira which is equivalent
to 1 dollar.
In terms of use, most people used telecentres for activities such as Internet browsing,
sending and retrieving of electronic mails (E-mail) and research purposes. In
addition, some interviewees spoke about the tremendous increase in their ICT skills
and knowledge through computer training. However, some challenges telecentres
poses to the users were mentioned. Notable among the challenges include cost of e-
access, hardware facilities and also language barrier especially for less educated
users.
Evidently, the relevance of telecentres cannot be disregarded based on the opinions
of telecentre users in Nigeria. Although, there are other avenues people use to access
the Internet and other ICT technologies, users believe the telecentre initiative is still
very relevant and on track in achieving its primary goal.
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CHAPTER 5: DISCUSSION
5.1 INTRODUCTION
This study investigated the role of telecentres in promoting socio-economic
development in Nigeria. In achieving this aim, it sought to obtain responses to the
following research questions:
How are telecentres used in Nigeria?
What are the benefits of telecentres in Nigeria?
What challenges affect access and use of telecentres for access to information
in Nigeria?
To what extent are telecentres relevant in promoting socio-economic
development in Nigeria?
The chapter pulls together findings from chapter four, linking them to the aims
and objectives of the study and to the previous literature reviewed in chapter two.
The subsequent sections focus on the themes which include telecentre usage in
Nigeria, the opportunities and benefits of telecentres, the challenges in the use of
telecentres and its relevance among other means of accessing the Internet. A model is
drawn based on the impacts of telecentre on the Nigerian user. In addition, the
strengths and limitations of the study are also outlined.
5.2 TELECENTRE USAGE IN NIGERIA
In this section, the theme focuses on one of the research questions, that is,
investigates how telecentre is used by people in Nigeria. The findings related to this
theme also revealed factors affecting access and use of telecentres in Nigeria. Based
on the findings, telecentre users use a wide range of online and ancillary services.
This aligns with the study conducted by Morakanyane (2010) on the use of
telecentres in Botswana; the study showed that ancillary services such as
photocopying, printing and typing were the most considered by respondents in the
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survey. Respondents revealed that the printing service is always necessary when they
want to make available hard copy of relevant materials. In addition, photocopying is
also considered by respondents due to the need to have duplicates of relevant
information resources. The similarity in the results might be because most telecentres
visited had photocopying machines and scanners. With a sampling population of
mostly educated people and a majority of the respondents indicating not to have a
computer at home, there is always need for them to store and save their documents in
hard copies. In addition, majority of the respondents also indicated that access to
technical assistance also makes them visit the telecentre.
Another interesting fact obtained from this study is the duration of users in the
telecentre. On a general scale, most respondents spend an average of 1-2 hours in the
telecentre. A participant explained that 1 or 2 hours is enough to perform his task. In
addition, access charges are usually paid for every 1/2 hour used in a privately owned
telecentre. On the other hand, some telecentre users are constrained to use the centre
for 2 hours due to a quota system. In the school owned telecentre visited during the
period of data collection, an interviewed telecentre manager admitted students are
allowed to use the telecentre for only two hours each day due to the student
population. Students are only allowed to do their academic activities in the
telecentre. This aligns with the findings of Alasow et al., (2010) on the attitude of
users in Thailand towards the telecentre program. Based on the findings of Alasow et
al., (2010), majority of the respondents either use the telecentre for 1 or 2 hours.
As earlier mentioned, the lack of computer at home and the distance of the telecentre
to place of residence of most respondents make people dedicate time in searching for
relevant information. For the school owned telecentre, the interviewed manager
revealed two hours was allocated for each student because the school authorities felt
that will be sufficient enough for them to accomplish their academic tasks coupled
with the limited space.
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Most participants involved in the study indicated to use the telecentre more
than once a week. With the need to share information and resources and
communicate with others across the globe, respondents deemed it fit to use the
telecentre in order to meet their daily demands and stay connected to the global
network community. This is related with the findings of Alasow et al., (2010) on
telecentre users in Thailand with more than 50% of respondents using the telecentre
more than once a week for reasons such as email or Internet purposes. The similarity
in the findings might be due to the need for telecentre users to remain connected to
others in the global community which encourages them to visit the telecentre. In
addition, similar to study conducted by Alasow et al., (2010), majority of the
participants were either student in colleges and universities or part of the social
working class.
5.3 OPPORTUNITIES AND BENEFITS OF TELECENTRES
The theme in this section focuses on the research question: what are the
benefits of telecentres in Nigeria. Based on the findings, telecentre users revealed to
have benefitted and gained rare opportunities through the telecentre initiative. These
include access to computer training that leads to acquiring IT knowledge and been
proficient in the use of computer applications and other related ICT services. In
addition, some participants mentioned the transformation use of telecentres as done
in their lives. It has seemingly improved the quality of their lives. An interviewee
indicated that the telecentre program has given him the privilege to acquire good IT
skills and improve the community by impacting others. As revealed by the
participant, the telecentre program has contributed immensely in acquiring
knowledge of several computer applications. This aligns with the findings of Hassan
et al., (2011) in a study of telecentre users. The participants in Hassan’s study
showed the telecentre provides up-to-date information and ICT skills. The uniformity
in the results might be due to the one of the objectives of the telecentre program, that
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is, to share knowledge enabling users and employees of the telecentre learn new
skills.
In addition, respondents revealed using the telecentre to have access to job
opportunities. With a considerable number of participants indicating they do not have
access to a computer at home due to the cost of purchasing one, the computer
systems available in the telecentre provides them with the opportunity to accomplish
their tasks quickly. This study confirms the findings of Alasow et al. (2010) with
over 50% of the respondents benefitting from the telecentre program without having
computers at home.
Furthermore, the telecentre program based on views of some interviewed
telecentre managers has helped to change their status in the society by creating jobs
for them and their co-workers. In addition, some respondents in the study revealed
that the telecentre initiative has improved their interpersonal skills through
communication with other people that use the telecentre. This aligns with the study
conducted by Rega (2010) that telecentres offer meeting space for facilities for its
users and this help to improve their communication skills. The similarity in the
findings might be because participants in both studies comprised of educated people.
This helps to facilitate discussions with people from different disciplines and
professionals in various career fields.
5.4 CHALLENGES IN THE USE OF TELECENTRES
The theme in this section focuses on the research question: what challenges
affects access and use of telecentres in Nigeria. The findings revealed some
difficulties encountered by telecentre users. This tends to limit access and disturb
their activities in telecentres. These include high costs, network problem, language
barrier and intermittent power supply. The results align with the study by Lwoga et
al., (2011) on the challenges in the use of telecentres. According to Lwoga et al.,
(2011), high access charges often reduce the number of people that can afford the
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services in the telecentre especially in rural areas where their main occupation is
peasant farming. However, this study focused on urban telecentre users. In the same
vein, McConnell et al., (2001) revealed that users of telecentres usually want online
materials in their local language as it helps to facilitate the speed of comprehension.
The results showed that access charges (costs) usually between 100 -150 naira per
hour of Internet access led to a reduction in the frequency at which people use the
telecentre. In addition, some respondents revealed that besides the cost of accessing
the communication services, they also have to pay additional money so as to obtain
the ancillary services such as photocopying, printing, scanning and typing. The
similarity in both findings might be because most telecentres visited in the study are
private owned telecentres. Therefore, the need to sustain the centre prompts them to
charge their clients. As told by a telecentre manager due to the need for
sustainability, some telecentres managers try to fund the sustainability of the centre
rather than wait for support from external organisations such as the government.
From the findings, key ICT services such as telemedicine, video conferencing,
and e-commerce are not offered by some telecentres visited during the study. The
private telecentres are self-financed. Some managers revealed that they try to support
their telecentre on a small budget, and this leads to variation in the services offered to
their clients. This aligns with the studies by (Rao, 2008; Clark & Gomez, 2011;
Buhigiro, 2013). According to the aforementioned authors, sustaining the telecentre
is a serious challenge of telecentres. As noted by Marais (2011) sustainability of
telecentres involve the financial, environmental and technical characteristics. The
consistency in both findings might be because some telecentres are used as a source
of employments for people in the community and this makes it cumbersome for the
owners to sustain especially due to little involvement in the growth and sustainability
of the telecentres.
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In addition, the findings revealed that the variation in sizes of the telecentres
affects the quantity and quality of services they make available for customers. This
discovery is analogous to the findings of Oestmann & Dymond (2001) that the
variation in the sizes of telecentres affects the type of service telecentres offer their
clients. Some participants complained that their non-preference of some services is
because of their non-availability in telecentres they visit. A school owned telecentre
manager complained that the size of the telecentre hinders the management from
accommodating all students at once. Some respondents also acknowledged that some
telecentres close to their place of residence are inadequate in catering for the ICT
needs of people. The consistency in the findings might be as a result of the variations
in the funds different telecentres obtains. The income goes a long way in determining
the type of facilities incorporated into the telecentre. This also affects telecentre users
because they become accustomed to the facilities in their community telecentre.
However, telecentre users revealed that due to the growing population in the country,
stakeholders need to establish more than one telecentre to make a substantial impact
to the growth and development of a community.
5.5 RELEVANCE OF TELECENTRES IN THE COMMUNITY
The growing acceptance of telecentres by people was revealed based on the
results. Participants in the study revealed the need of telecentres in the community
despite other means of Internet access and ICT. A telecentre manager revealed that
the clients still visits the telecentre in order to accomplish their tasks such as job
applications, reading online journals and articles, academic registration and other
related activities. In the same vein, a telecentre manager revealed that despite the
growing number of other means of accessing the Internet such as 3G smartphones,
clients still visits the telecentre due to the small screen sizes of the electronic devices.
The results align with findings of Ruiz (2014) on the relevance of telecentres in
communities despite the introduction of other means. Ruiz (2014) revealed that the
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growing use of 3G smart phones by people in different communities as not in any
way reduced the affected the relevance of telecentres in the community due to their
limitations such as small screen sizes and high Internet access charges.
On the other hand, the findings revealed that some users are of the opinion that
the telecentre initiative and other means of accessing the Internet complement each
other. This is because most telecentres do not operate for 24 hours due to cost and
other vital factors such as human resources. Some respondents believe that visiting
the telecentre can be done during the day usually the period of work and they can
resort to other means of accessing the Internet when the telecentre is not in operation.
This does not align to the study conducted by Sey et al., (2013) revealed that some
community dwellers consider other means of accessing the Internet rather than the
telecentre due to factors such as unawareness of its existence. In the same vein, a
telecentre manger revealed that introduction of 3G smartphones and other means of
accessing the Internet have reduced the population of clients that visits the telecentre.
The dissimilarity in the findings might be because participants involved in the study
are urban dwellers rather than rural dwellers. In addition, in an urban area, it is easier
to notify the public about the on-goings in the community through the mass media.
However, on a general note, the relevance of telecentres for development of
communities and its people cannot be disregarded with different mind-blowing tales
from participants in the study.
From the discussions and the comparison between the findings of the study
and previous literature, the impact of telecentre on a Nigerian user can be shown
through the use of a model. The impact of telecentres on a Nigerian user can
described from three different perspectives. These are educational impact, social
impact and economic impact. Figure 5.1 below shows a model of telecentre impact
on the Nigerian user.
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Figure 5.1: Model of telecentre impact on the Nigerian user
5.6 STRENGTHS OF STUDY
This study is almost certainly the first mixed method investigation of the
impact of telecentres in Nigeria. The limited journals guide this view point during the
review of previous literature on the impact of telecentres in promoting socio-
economic development in the case study country, Nigeria. This will help fill
knowledge gap and create more awareness about the impact of telecentres and its
usage in Nigeria.
5.7 Conclusion
Based on the discussions above, telecentres are very vital in the socio-
economic development of communities in Nigeria. Evidence from the existing
literatures and the results of the study reveals that telecentre offers several benefits
and opportunities to people thereby improving the quality of their lives. This also
helps promote digital inclusion by not only providing Internet access to
disadvantaged people and communities but also empowers them through education
and training.
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CHAPTER SIX: CONCLUSION AND RECOMMENDATION
6.1 INTRODUCTION
The aim of this research was to explore the role of telecentres in socio-
economic development of Nigerian communities and its users and analyse the
various benefits and challenges encountered. In the bid to actualize the aim of the
study, the researcher set out objectives to act as a guide. The research objectives
include:
To design a survey and conduct interview in order to ascertain the usage
pattern, benefits, challenges and relevance of telecentre to its users.
To discover the impacts of telecentre by conducting a literature review.
To design a model on the educational, social and economic impacts of
telecentres based on research findings.
To make practical recommendations to improve the relevance of telecentres
in Nigerian communities.
This chapter starts by synopsizing the research methods of this study. Thereafter, it
incorporates conclusions based on the findings from the mixed methods research and
review of existing literatures. It concludes by making recommendations for
stakeholders and making suggestions for future research.
6.2 SUMMARY OF FINDINGS
As discussed in the methodology chapter, this study used a mixed
methodology approach to obtain data. Paper questionnaires were distributed to 80
participants in the study to obtain responses from them. The questionnaire was
designed with close-ended questions with the aim of guiding participants to give
reasonable rather than vague answers. However, some questions gave participants
the leverage to include their answers where applicable. In order to obtain a balanced
response, the use of interviews was used for some selected participants. Six
73 | P a g e
participants were involved for the interviews and the respondents revealed their
unbiased perceptions on the role of telecentres in Nigeria. Both fact-finding tools
explored the challenges encountered by users, the benefits and opportunities, the
relevance in the community by comparing the telecentre with other means of
accessing the Internet and other ICT services and its usage.
Both the literature review and the findings in this study emphasised that
telecentres hold a key role in promoting digital inclusion. The impact of telecentres
through revelations from telecentre users in the existing literatures and the study
further affirms the aforementioned statement. The study findings revealed that the
telecentre program has contributed immensely in improving the quality of lives of
telecentre users and their communities as well. Evidences from interviews conducted
revealed computer/IT skill acquisition, job opportunities, income and business
related skills are some of the contributions of the telecentre program.
Despite the positive responses from most participants involved in the study,
some challenges were revealed on the use of telecentres. Participants mentioned
challenges such as cost and limited access. Unlike in previous literatures discussed,
poor power supply was revealed by some telecentre managers as a challenge in this
study. However, some telecentre managers revealed the mechanisms made available
such as the use of inverters in mitigating the effects of the intermittent power
distribution. On the other hand, language barrier as revealed by some researchers as a
challenge in previous literatures was not a problem for most users in this research.
This was as a result of the makeup of the sampled population. The sampling
population involved to a great extent educated group of people and the lingua franca
of Nigeria is English language. This makes it easy for them to evaluate online
information and access resources over the Internet.
On a general note, participants revealed the relevance of telecentres despite the
introduction of smart phones.
74 | P a g e
6.3 THEORETICAL CONTRIBUTION
The findings and discussion of this revealed the impacts of telecentres on the
Nigerian user. Deduced based on the responses of participants involved in the study.
The model has shown in the discussion chapter (Figure 5.1), illustrated the
educational, social and economic impact of telecentres on the typical Nigerian
telecentre user. The theoretical model synopsizes the factors affecting the impact of
telecentres key stakeholders (users, telecentre managers and employees) of the
telecentre program. The factors such as technical abilities of telecentre employees,
government support and ICT access charges goes a long way in influencing usage
pattern of telecentres by users and the impact of telecentres on them.
Majority of the participants in both the survey and interview of this study revealed
the significance of telecentres in improving the qualities of their lives. It includes
gaining employment, improved communication skills, IT skill training and
acquisition of business related skills. All the aforementioned benefits as revealed by
respondents in the study and other benefits are encapsulated in the design of the
model.
6.4 PRACTICAL RECOMMENDATIONS
More telecentres should be established with larger capacity to accommodate
more users as the findings revealed that telecentres vary in sizes and services.
As revealed in the findings, some telecentres are not enough to accommodate
its users per time due to differences in size and services. This will enable lots
of users use the telecentre. In addition, more telecentres will make available
more benefits and opportunities leading to wealth creation in the affected
communities.
One of the challenges of users in the study was cost of Internet access. A
remedy to this predicament will be by inaugurating a pricing regulatory body
to monitor access charges across the telecentres in the country.
75 | P a g e
Telecentre operators should incorporate training in CV writing and career
counselling. This will assist potential job seekers and students who use the
telecentre as revealed in the findings seeking for job opportunities and
academic registration respectively.
6.5 LIMITATIONS OF STUDY
The study limitations will be discussed under the following headings. These
include sampled telecentres and data collection.
Sampled telecentres
The study involved only a selected few telecentres in the commercial city of
Lagos, Nigeria and the findings from the study cannot be generalised for
telecentres in Nigeria. Sampling the entire telecentre population would have
provided access to more data, however, due to time constraint it was considered
more appropriate to capture the views of telecentre users in the city centre.
Data collection
During the period of data collection, some telecentre users did not obliged to
partake in the study due to time constraints. In addition, other few participants
hurriedly filled the questionnaire. Therefore, the researcher had to monitor and
persuade some telecentre users in order to have a sizeable sample population.
6.6 SUGGESTIONS FOR FUTURE RESEARCH
This study is almost certainly the first mixed method investigation of impact
of telecentres in Nigeria. This point of view is guided by the limited journals during
the review of previous literature on the role of telecentres in promoting digital
inclusion in the case study country, Nigeria. This will help fill the knowledge gap
and create more awareness about the impact of telecentres and its usage in Nigeria.
However, this study was limited to the city of Lagos, Nigeria and considered the
76 | P a g e
perceptions of urban telecentre users. It would be more complete for further research
to be carried out on telecentres located in suburb areas. In addition, it will be very
useful to incorporate online survey in conjunction with paper questionnaires so as to
enable a larger sample size.
6.7 SUMMARY
This chapter presented the aims and objectives of the study. A synopsis of the
findings based on the data collected in this study and existing literatures. In addition,
the theoretical contribution and practical recommendations were given based on the
outcomes of the study. Finally, suggestions for future research were highlighted.
77 | P a g e
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APPENDIX 1: Research ethics form
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APPENDIX 2: Consent form
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APPENDIX 3: Ethics approval form
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APPENDIX 4: Example of Questionnaire
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APPENDIX 5: Interview guide
INTERVIEW QUESTIONS FOR MANAGER
Name of telecentre: ……………………………...
Location: ………………………………………….
Date of interview: ………………………………...
Manager id: ………………………………………
Time of interview: ………………………………...
Duration of interview: …………………………….
1. What services are currently offered in this telecentre?
2. What are the main types of uses people make of the centre?
3. What technologies are accessible in your centre?
4. Can you tell me how simple is it for users to acquaint themselves with the
technologies in this telecentre?
5. How do you cope with computer novices that visit your centre?
6. What are the challenges you encounter in running the telecentre?
7. If yes, what measures have you put in place to mitigate the effects of the
challenges?
8. Does the government help to support your centre effectively in its day-to-day
running?
9. Do you feel the introduction of 3G smart phones will affect the relevance of
telecentres in Nigeria?
10. What are your specific targets for this year?
11. How will telecentres develop in the future in Nigeria?
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APPENDIX 6: Inner view of a school owned telecentre
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APPENDIX 7:Interview Transcript sample with Manager
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APPENDIX 8: Interview Transcript sample with User
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APPENDIX 9: Access to dissertation