Technological Advancement And Service Delivery: A Study of Small Scale Enterprises in Wukari Local Government Area of Taraba State, Nigeria

Authors

  • Christian Amadi, Federal University, Wukari
  • Obioma Hygenus Onycaghala Federal University, Wukari
  • Collins Uchenna Aruma Federal University, Wukari
  • Musa Mansur National Open University of Nigeria, Wukari Study Centre

Keywords:

Technological advancenient service delivery, service operation, service experience

Abstract

The major objective of this study is to establish a relationship between technological advancement and service delivery in small scale enterprises. Specifically, the study was designed to find out if relationship exists between technological advancement and service operation, uscertain the relationship between technological advancement and service experience, and identify the relationship between technological advancement and service outcome. The target population for this study was all small-scale enterprise owners and their workers in Wukari Local Government Area of Taraba State. The small-scale enterprises covered are the filling stations, hotels, supermarkets, GSA product service centers and their accessories sales outlets, welding and fabrications, vehicle mechanic and spare parts, hair dressers, borbing saloon, tailors and bakeries. There are about 35 clusters of the above outlined small scale enterprises and each has at least five workers, including the owner, giving a total population of 143. The sample size of 105 was determined from the population size using Turo Yamane. The implication is that, from each of the 35 clusters of small-scale enterprise. 3 people (i.e., the owner and 2 employees) were selected using simple random sampling technique and this gave a total sample size of 105. Data was collected using the questionnaire. The data were analyzed qualitatively and presented on simple percentages frequency tables. Findings show that: technological advancement has significant relationship with all the three drivers or indicators of service delivery employed in this study(service operation, service experience, and service outcome). Based on the finding of this study, the following recommendations were made: small scale enterprises should understand that technological advancement helps them effectively improve service delivery to customers (service operation), the customer's direct experience of tire service (service experience) and the benefits and results of the service for the customer or clients (service outcome). technological advancement helps them assess the henefits the customer perceives as inherent in the service weighed against the cost of the service. For the fact that innovation and technology are the key elements of sustainable economic growth in today's global economy, it is impossible to survive in such a tough competitive environment without making sufficient level of investments in technology und innovation.

Author Biographies

Christian Amadi, , Federal University, Wukari

Departmentof Business Administration

Obioma Hygenus Onycaghala, Federal University, Wukari

Departmentof Business Administration

Collins Uchenna Aruma, Federal University, Wukari

Entrepreneurship Study Center Federal University Wukari

Musa Mansur, National Open University of Nigeria, Wukari Study Centre

Entrepreneurship and Business Management

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Published

2021-05-13

How to Cite

Amadi, , C., Hygenus Onycaghala, O., Uchenna Aruma, C., & Mansur, M. (2021). Technological Advancement And Service Delivery: A Study of Small Scale Enterprises in Wukari Local Government Area of Taraba State, Nigeria. FUW-International Journal of Management and Social Sciences, 6(1). Retrieved from https://fuw-ijmss.com.ng/index.php/fijmss/article/view/116