GSM Service Delivery in SMEs in Nigeria
Chapter One
OBJECTIVE OF THE STUDY
The main objective of this study is GSM service delivery in SMEs in Nigeria. But for the successful completion of the study; the researcher intends to achieve the following sub-objectives;
- To examine the effect of GSM on service delivery in SMEs in Nigeria
- To examine the level of adoption of GSM by SMEs in Nigeria
- To identify factors that hinder the use of GSM by SMEs in Nigeria
CHAPTER TWO
REVIEW OF RELATED LITERATURE
INTRODUCTION
Mobile telecommunication is becoming one of the most important industries in the world. Although, perhaps, not the intent of introducing a new technology, the implementation of the GSM standard has directly and indirectly contributed to economic growth, led to the creation of new employment opportunities and contributed significantly to the GDP of many countries (Wojuade, 2005). The development of GSM in the world was prompted by the need to provide seamless telecommunications through Europe; Ajiboye, Adu, and Wojuade, (2007). Back in the early 1980s, analogue mobile telephony was growing rapidly and operators find it increasingly difficult to interconnect the various networks in Europe. This was so because each implementation of the analogue service was fundamentally different, which made inter-working a serious challenges. To address this challenge, a study group called ‘Group special mobile’ (where GSM got its name) was formed and was tasked to provide a standardized system for mobile telephony. Out of this group (and seven years later), the GSM standard was realized. In January 1992, the first GSM network, OY Radioing AB in Finland went on air.The concept, importance, economic implications and policy implication of GSM have been discussed by some authors and researchers. According to Balogun (2000), the emergence of GSM facilitates economic development as it provides easy and effective communication needed to stimulate and promote trade between Nigeria and its foreign partners in the world. GSM has emerged as in integral essential part of the culture and life of Nigerians. It had played a significant role in communication and encourages investment; Tella et al. (2007). In respect to employment, Manuaka (2008) and Okereocha (2008) found that, over 1,000,000 Nigerians have been directly and indirectly employed by the operators. While supportive enterprises and service organizations like banking, haulage, consultancies, insurance etc have themselves blossomed. Accordingto Soyinka (2008), mobile phone has empowered the poor by opening up veritable windows of wealth generation for them to get out of the scourge of poverty. For Adebayo (2008), the introduction of mobile telecoms has the potential for reducing the cost of doing business and increasing output. Soyinka (2008) and Ndukwe (2008) reported that the GSM business has contributed to the economy in the area of GSM recharge card printing. This has had the effect of saving Nigeria of about $150 million monthly while providing employment and new skills to the dealers. It has also improved entertainment and networking among Nigerians, using short message service, SMS, and the signal calls. This view has been collaborated by Okereocha (2008).
CHAPTER THREE
RESEARCH METHODOLOGY
Introduction
This chapter deals with the method used in collecting data required in carrying out this research work it explains the procedures that were followed and the instrument used in collecting data.
SOURCES OF DATA COLLECTION
Data were collected from two main sources namely
-Primary source and
secondary source
primary source: These are materials of statistical investigation, which were collected by the research for a particular purpose. They can be obtained through a survey, observation questionnaire or as experiment, the researcher has adopted the questionnaire method for this study.
Secondary data: These are data from textbook Journal handset etc. they arise as byproducts of the same other purposes. Example administration, various other unpublished works and write ups were also used.
POPULATION OF THE STUDY
Population of a study is a group of persons or aggregate items, things the researcher in interested in getting information from for the study GSM service delivery in SME in Nigeria 200 staff of GSM operators in Edo state were selected randomly as the population of the study.
CHAPTER FOUR
PRESENTATION ANALYSIS INTERPRETATION OF DATA
Introduction
Efforts will be made at this stage to present, analyze and interpret the data collected during the field survey. This presentation will be based on the responses from the completed questionnaires. The result of this exercise will be summarized in tabular forms for easy references and analysis. It will also show answers to questions relating to the research questions for this research study. The researcher employed simple percentage in the analysis.
CHAPTER FIVE
SUMMARY CONCLUSION RECOMMENDATION
Introduction
It is important to ascertain that the objective of this study was to investigate the effect of GSM service delivery in SMEs in Nigeria.
In the preceding chapter, the relevant data collected for this study were presented, critically analyzed and appropriate interpretation given. In this chapter, certain recommendations made which in the opinion of the researcher will be of benefits in addressing the challenges of GSM service delivery in SMEs in Nigeria.
Summary
The mobile telecommunication industry has and is still undergoing extraordinary changes globally. The coverage of the world‟s mobile networks is constantly on the increase as many more base stations are being deployed. It had been estimated in that mobile phones and personal computer systems (PCs) subscriptions would reach above 8 billion by 2006. Interesting as the mobile industry expands, also the Nigerian mobile market with opportunities for ethical usage of it for service delivery in Nigeria. This ethical usage of GSM for service delivery will continue to increase while unethical usage could be curbed through government policies, technology and enabling laws to protect an innocent Nigerian mobile user. This study dealt with the increase usage of GSM mobile technology for service delivery in Nigeria. Based on the result, we can deduce that there is an increase usage of GSM mobile technology for service delivery in all areas of human endeavor in Nigeria. This implies that the growth in mobile technologies cum network expansion with the deployment of various apps would facilitate service delivery to Nigeria flexible mobile users where effort be made to curb the unethical usage through technology and government policies.
Conclusion
The major focus of this study is on impact of mobile communication system on the customers service delivery in the Nigeria SMEs. Attempt was made to examine this impact on specific issues as time managements, convenience, transaction cost, and quick alert as well as associated risks. Perhaps, the first observation that should be made is that the advent of GSM has change the ways of communication and transactions among Nigeria. The uses of GSM for SMEs transaction encourage time management, discourages unwarranted journey thus reducing the risks associated with travelling every time for SMEs traveling for raw material and financial transactions and transaction with SMEs has been more convenient. However, poor network and power supply has been the major factors that are the use of GSM for SMEs in Nigeria. Also High tariff rate hindered the use of GSM for SMEs business since customers are made to pay for the charges. The use of GSM has become widespread in Nigeria with SMEs adopting it as customers’ relations strategy for improved service delivery. The results of the findings and the hypotheses tested showed that the use of GSM enabled SMEs customers to receive timeliness messages services like transaction alerts, account enquiry etc via mobile phones at convenience. Thus, customers have been able to save considerate time with relatively leaser costs to the customers. The outcomes of this study would help the management of SMEs to develop effective strategic planning for the future of mobile business in developing countries like Nigeria. Again, there is the need to sensitize the service provider on degree at which SMEs use or adopt GSM so as to improve their service delivery.
Recommendation
Haven completed the study, the researcher therefore recommend that SMES should encourage the use of GSM by their customer. Telecommunication industry should upgrade their infrastructure and reduce their tariff in order to provide effective service and to encourage e-transactions
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