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1.1 Background Of The Study

In today's highly competitive global , organisations are under increasing pressure to find innovative methods to create and deliver value to customers. Today, ICT is used in a wide range of organisations and operations . It has enabled new methods of storing, processing, distributing, and exchanging information within organisations as well as with customers and suppliers in the supply chain (Somuyiwa and Oyesikun, 2010).

Most SMEs in Nigeria connect with their clients via the Global System of Mobile Communication (GSM), resulting in stronger relationships. They recognise that easy access to ICT and the delivery of their product or service are significant drivers in growing and maintaining national and international market competitiveness.

Business-to-customer and electronicbusiness can help organisations get a competitive advantage by providing improved services to their customers. The source of competitive advantage is found in the organization's ability to separate itself from its competitors in the eyes of the client, as well as from operating at a lower cost and hence at a lower cost and greater profit.

Haag et al. Timing and superior service are becoming the keys to achieving competitive advantage for SMEs in this ever-changing climate, as well as being a market winner. Customers are getting more time conscious and time oriented in terms of service delivery.

Evidence from the literature such as (Yang 2001; Elegbeleye 2005; Ajiboye et al., (2007) demonstrated that GSM has a significant economic impact as an emerging communication business in Africa, with Nigeria ranked as one of the fastest growing markets in this field of communication. According to Ayo et al.

(2007), Nigeria was the third fastest growing telecoms nation in the world. The country's telecommunication density increased dramatically from 0.49 in 2000 to 25.22 in 2007. This trend had resulted in a monumental development in major economic sectors such as , telecommunications, and trade in general.

GSM is one of the most explosive advances in the telecoms business (Wojuade, 2005; Anyasi, and Otubu, 2009). According to Audile (2000), GSM is part of the progression of wireless mobile telecommunications, which encompasses high-speed circuits, switched data, general packet radio systems, and universal mobile telecommunication services.

The globalisation of the international economy has increased the economic relevance of telecommunications. According to Ajiboye et al. (2007), the telecommunications sector is one of the fastest growing in Nigeria. The amazing expansion of GSM in Nigeria since its introduction around ten years ago verifies this.

GSM is one of the most significant benefits of Nigeria's democratic transition. have been a crucial product for many business owners since its introduction, and more users are predicted in the near future, as the global mobile population continues to rise at an alarming rate.

According to the Total Midyear Population Forecast for the World, global mobile telecom users will number approximately 3.2 billion, accounting for approximately 45% of the world's population in . This is in addition to the significant rise of mobile phones, as Hsiao (2004) confidently predicted for the potential growth of mobile internet users.

When more mobile phone users use mobile internet services, the m-commerce industry will have a better chance of growing. It is general information in the offline environment that the quality of services and products is a crucial factor of consumer satisfaction and loyalty (Parasiraman et al., 1988).

Recent empirical research indicates that this is also true for electronic service providers. The quality of services provided through a website has become a more important success factor than low prices or being the first to market (Reibstein, 2002). The subject of this study is the extent to which SMEs in Nigeria use GSM for effective service delivery to their clients.


As of the time of writing, studies on the influence of GSM on SMEs' service delivery in Nigeria were insufficient. Many studies show that SMEs are the driving force behind domestic and global growth, job creation, and competitiveness.

SME's in Nigeria must catch up with modern managerial and economic trade such as re-business to realise their full potential in these sectors. The telephone system in Nigeria has been challenged for years. Since the introduction of GSM, mobile telephony has quickly become the most popular method of voice communication in Nigeria; and the use of GSM to satisfy their customer wants, most importantly the quality of their service delivery.

The level of GSM adoption by SMEs and the impact on customer service delivery need investigation. In Nigeria, there is a scarcity of research in this field. As a result, the purpose of this article is to investigate the use of GSM as a tool for improved service delivery in Nigerian SMEs.


The primary goal of this research is to examine GSM service delivery in Nigerian SMEs. However, in order to complete the study successfully, the researcher intends to achieve the following sub-objectives:

1. To investigate the impact of GSM on service delivery in Nigerian SMEs.

2. To investigate the level of GSM adoption among Nigerian SMEs.

3. To identify factors that impede SMEs' use of GSM in Nigeria.


The researcher developed the following research hypotheses in order to successfully complete the study:

H0:In Nigeria, there is no substantial association between GSM usage and service delivery by SMEs.

H1:In Nigeria, there is a considerable association between GSM usage and service delivery by SMEs.

H0:GSM service delivery has no discernible impact on the growth of SMEs in Nigeria.

H2:GSM service delivery has a substantial impact on SMEs' growth in Nigeria.


It is hoped that the study's findings will educate SMEs' management in Nigeria and the general public about the impact of GSM on SMEs' service delivery. It will also educate on the reasons that hinder SMEs' successful use of GSN in Nigeria.

This study will contribute to the body of literature on the effect of personality traits on student academic achievement, forming the empirical literature for future research in the field.


This research will look at the association between GSM usage and SMEs' service delivery in Nigeria.

During the study, the researcher encounters a constraint that limits the scope of the study.

a) RESEARCH MATERIAL AVAILABILITY: The researcher's research material is insufficient, restricting the scope of the investigation.

b) TIME: The study's time frame does not allow for broader coverage because the researcher must balance other academic activities and examinations with the study.

c)Organizational privacy: Limited access to the selected auditing company makes obtaining all necessary and required information about the operations challenging.


GSM (Global System for Mobile Communication): GSM (Global System for Mobile Communication) is a digital mobile telephony system that is widely utilised in Europe and other parts of the world.

GSM, the most extensively utilised of the three digital wireless telephony systems (TDMA, GSM, and CDMA), use a version of time division multiple access (TDMA).

SERVICE: Providing support to customers or clients. Waiters and waitresses, often known as servers, serve food at tables.

SMEs: Micro, small, and medium-sized enterprises (SMEs) are businesses that employ fewer than 250 people and have an annual turnover of less than 50 million naira and/or an annual balance sheet total of less than 43 million naira.


This research paper is divided into five chapters for easy comprehension.

The first chapter is concerned with the introduction, which includes the (overview of the study), issue statement, aims of the investigation, research question, research hypotheses, significance of the study, definition of words, and historical backdrop of the study.

The second chapter highlights the theoretical framework on which the study is based, as well as a survey of related literature. The third chapter discusses the study's research strategy and methodology.

The fourth chapter focuses on data gathering, analysis, and presenting of findings. The study's summary, conclusion, and suggestions are presented in Chapter 5.

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