Journal of Emerging Trends in Economics and Management Sciences: Home

Abstract:
Studies on GSM impact on service delivery of SMEs are inadequate in Nigeria and this is required for them to survive in this competitive environment. Hence, this study investigated the perception of customers on benefits and hindrance of Global System of Mobile Communication on service delivery of Small Medium Enterprise (SMEs) in Nigeria. Research has found that perfect service occurs at customer?s moment of value especially when the customers want it, where they want it, how they want it and in a manner that is guaranteed to the customers known as perfect delivery. Evidence from literature shows that GSM has contributed positively to the economic situation of Nigeria being an emerging communication industry in Africa, with Nigeria rated as one of the fastest growing market in this field of communication. This research was conducted on some selected and registered SMEs in Oyo State Nigeria. The SMEs covered are sachet water producer, block Industry, dry cleaners, Motels and Restaurants. In this study customer`s perception on benefits and hindrances associated with GSM in Nigeria were analysed. Primary source was used to collect the data by means of structured questionnaire and were analyzed via frequency tables and percentages. The results revealed that SMEs customers in Nigeria perceived GSM as tool for improved service delivery through GSM is used to order raw materials, GSM has saved customers transactional time, GSM is being used to market product. 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.

Keywords: small and medium enterprises (SMEs), global system for mobile communication (GSM), service delivery

Download full paper