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Computer Science Department
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EFFECTS OF GSM ON SERVICE DELIVERY OF SMES IN NIGERIA (Case study of Registered SMEs in Edo State)
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND TO THE STUDY
In today's highly competitive global market place, the pressure on organization's to find new ways to creating and delivering value to customers is growing stronger. ICT is today being applied in many organizations in a wide range and operations areas. It has provided new ways to store, process, distribute and exchange information both within companies and with customers and supplier in the supply chain (Somuyiwa and Oyesikun, 2010).
Most SMEs in Nigeria use Global System of Mobile communication (GSM) to communicate their customers and by this build stronger relationship. They realize that easy access to GSM and the delivery of their product or services are important drivers in developing and sustaining market competitiveness nationally and internationally. Business-to-Customer and electronic-business can help companies to achieve competitive advantages by providing customers with superior and timely services. The source of competitive advantage is found in the ability of the organization to differentiate with eyes of the customer from its competition and again from operating at lower cost and hence at lower cost and greater profit. According to Haag et.al. (2002), for SMEs to address customer needs in this ever-changing environment and also to be winner in the market-place, timing and superior service are becoming the keys to attain competitive advantage.
1.2 STATEMENT OF THE PROBLEM
Studies on GSM impact on service delivery of SMEs are inadequate in Nigeria as at the time of this work. Many studies show that SMEs are the driving engine of growth, job creation, and competitiveness in domestic and global markets. To achieve their full potential in these areas SME's in Nigeria needs to catch up with the new managerial and economic trade such mobile business, the telephone system in Nigeria has been challenged for years. Since the introduction of GSM, mobile telephoning has rapidly become the most popular method of voice communication in Nigeria; and the use of GSM in order to satisfy their customer wants most importantly determines the quality of their service delivery. Moreover, the extent of GSM usage by SMEs and the effect on customers' service delivery needed to be research into. There is a paucity of research in this area in Nigeria. Thus, this study endeavors to investigate the effect of GSM as tool for improved service delivery in the Nigerian SMEs.
1.3 OBJECTIVES OF THE STUDY
The following are the objectives of this study:
1.4 RESEARCH QUESTIONS
1.5 HYPOTHESIS
HO: There is no significant relationship between GSM usage and service delivery of registered SMEs in Edo State.
HA: There is significant relationship between GSM usage and service delivery of registered SMEs in Edo State.
1.6 SIGNIFICANCE OF THE STUDY
The following are the significance of this study:
1.7 SCOPE/LIMITATIONS OF THE STUDY
This study will cover the relationship between GSM usage and service delivery of SMEs in Nigeria.
LIMITATION OF STUDY
Financial constraint- Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).
Time constraint- The researcher will simultaneously engage in this study with other academic work. This consequently will cut down on the time devoted for the research work
📄 Pages: 61 🧠 Words: 9847 📚 Chapters: 5 🗂️️ For: PROJECT
👁️🗨️️️ Views: 515
