This study examines how digital technology adoption influences service delivery efficiency in supervisory agencies within Nigeria’s communications sector. Grounded in the Unified Theory of Acceptance and Use of Technology and complemented by a credibility lens, the study evaluates three antecedents of adoption—performance expectancy, effort expectancy, and social influence. A quantitative, cross-sectional survey was administered to permanent staff across six core agencies: NCC, NITDA, Galaxy Backbone, NIPOST, NDPC, and NIGCOMSAT. A multistage hybrid sampling approach combined stratified, purposive, and simple random procedures. Data were collected using a structured questionnaire with five-point Likert scale. Analysis comprised descriptives, correlations, multiple regression, and a mediation-by-interaction specification; diagnostics included adjusted R-square, variance inflation factors, and Durbin–Watson. The model explained 60.1 percent of the variance in service delivery efficiency with adjusted R-square of 0.583 and Durbin–Watson 1.901. Findings indicate that while PE has a positive and statistically significant effect on service delivery efficiency, EE and SI do not display a unique direct effect once other drivers are held constant. It is recommended that supervisory agencies should continue to utilize task dashboards, before and after process metrics, and structured user feedback to ensure that usability gains travel through intention and habit into consistent performance. Practical priorities include strengthening security governance, access control, monitoring, incident response, and audit trails; reinforcing intention through role-linked training, responsive support, and recognition; and targeting infrastructure and support deficits in motivated units. The study contributes by clarifying the hierarchy of adoption drivers in a regulated public setting.
Keywords: effort expectancy, performance expectancy, service delivery efficiency, social influence
