STUDENTS' PERCEIVED BENEFITS AND CHALLENGES OF AUTOMATED ADMISSION SERVICES IN NIGERIAN PRIVATE UNIVERSITIES: A QUALITATIVE EVIDENCE FROM AL-HIKMAH UNIVERSITY

Abstract

This study investigates the students' perceived benefits and challenges of automated admission services at Al-Hikmah University, with a specific focus on understanding the impact of digital literacy and technical reliability on the user experience. Automated admission systems have become an essential tool in streamlining university admissions, offering a more efficient and transparent process compared to traditional methods. However, challenges related to digital literacy, internet accessibility, and system reliability persist, particularly in rural areas, where infrastructure and technological exposure are limited. This study aims to explore the effectiveness of Al-Hikmah University's automated admission system, focusing on students' perceptions of its functionality, reliability, and overall usability. A qualitative research design was employed, utilizing in-depth interviews with students who have engaged with the automated admission system. The study examined their experiences, perceptions, and challenges, with specific attention to issues related to system performance during peak periods, mobile accessibility, internet connectivity, and digital literacy. The data analysis was informed by thematic coding, which revealed key themes including the ease of use, system reliability, and the digital divide. Findings from the study indicate that while students acknowledge the overall efficiency and organizational structure of the system, significant challenges remain. Many students highlighted the system's reliability issues, particularly during peak admission periods, when slow processing times and system crashes hindered the timely submission of applications. Students with limited digital literacy faced difficulties navigating the system, suggesting a need for additional support, such as step-by-step tutorials and a more intuitive user interface. Moreover, poor internet connectivity in rural areas further exacerbated these issues, with students having to seek external assistance from ICT centers. The study underscores the importance of addressing the digital divide, particularly in rural areas, by improving infrastructure and offering support services to assist students with limited technological skills. Additionally, optimizing the system for mobile use, improving reliability during peak times, and providing clear, accessible instructions are crucial for enhancing the user experience. While the automated admission system at Al-Hikmah University has made significant strides in improving the admission process, further refinements are needed to ensure that all students, regardless of their digital literacy or location, can fully benefit from its features. The findings contribute to the broader discourse on the implementation and optimization of automated systems in higher education, particularly in the context of Nigerian universities, where technology adoption remains uneven across regions.