1.1 Background of the study.
Technology is the collection of
techniques, skills, methods, and processes used in the production of
goods and services, or in accomplishing of objectives. Small and medium
enterprise is made up of enterprises which employs fewer than 250
persons, which has an annual turnover of not more than 250 million
naira. Medium-scale enterprise typically result from the slow and steady
growth that results from a successful small enterprise. As a company
earns more revenue, it sets aside the capital needed for buildings,
equipment and more employees, eventually bridging the gap between small
enterprise and large corporations.
In developing and developed countries,
small and medium scale enterprises play important roles in the process
of industrialization and economic growth. Apart from increasing per
capita income and output, they create employment opportunities, enhance
regional economic balance through industrial dispersal and generally
promote effective resource utilization considered critical to
engineering economic development and growth. The primary tool of the
information society is the computer. Microprocessors are used to improve
the performance of other technologies, and computers are increasingly
used to control and integrate other kinds of information technology
(e.g. TV, radio, telephones).
Many organizations use computer systems
to run their inventory, control accounting, manage human resources, etc.
Businesses are no longer relying on trails of paper work to conduct
every day transactions. With an installed modern computer
interconnectivity backbone, establishments can keep in touch,
synchronize and co-ordinate activities with the utmost ease.Managers now
realize that information technology can be used as an engine to speed
up processes, eliminate or reduce paperwork, increase the quality of
output and service delivery, decrease storage costs, and enhance
information sharing and communication. They also realize that they have
to achieve not only management / staff wide computer literacy, i.e.
knowing how to locate, analyze, store and use information.
A firm performance is related to the
ability of the firm to gain profit and growth in order to achieve its
general strategic objectives [Hult, et al. 2004]. It is a consequence
of the interaction between actions taken in relation to competitive
forces that allow the firm to adapt to the external environment, thereby
integrating competence and usefulness [Miller at al. 1998]. [Yahya et
al. 2011], citing (Keizer et al.) emphasized that the firm’s innovation
performance depends on the opportunities provided by their external
environment. This implies that Small and Medium Enterprises becomes very
competitive in an emerging market when they give importance to
innovative activities that build their reputation in the market
environment. Essentially, the key reason for innovativeness is the
desire of firms to obtain increased business performance and increased
competitive edge [Gunday et al. 2011].[McAdams 2004] investigated the
relationship between firms’ performance and its familiarity with
innovation and research. It was found that; outlook of firms towards
innovations has high score in the competitive environments so as to gain
higher competitive lead. Through an integrated innovation-performance
analysis carried out by [Yahya et al. 2011] on 184 manufacturing firms
operating in Turkey, the effect of organizational, product, process and
marketing innovation was explored on different aspects of firm
performance-innovation, production, market and financial. The results
showed an evidence of a positive relationship of innovations on firms’
1.2 Statement of the study.
Technology has great positive impacts of
the operations of small and medium enterprises as it help them in
delivering good customers services. The bone of contention is
unavailability of new technology equipments for small and medium
enterprise in Akwa Ibom State, due to some factors such as Finance.
There is need to research the impact of new technology on customer
service given by small and medium enterprise in Akwa Ibom state,
enlighten the owner of the enterprise and find possible solution to the
issue of unavailability..
1.3 Objective of the study.
The main objective of the study is to
research the impact of new technology on customer service given by small
and medium enterprise in Akwa Ibom state.
1.4 Research Questions.
What is the meaning of customer service?
What are small and medium scale enterprise?
What is the impact of new technology on customer service given by small and medium enterprise in Akwa Ibom state.
1.5 Significance of the study.
The study will help in understanding the
positive impact of new technology on customer service. It will also
help in finding possible solution to unavailability of new technology
1.6 Scope of the Study.
This study focus on the impact of new technology on customer service given by small and medium enterprise in Akwa Ibom state.
1.7 Limitation of the study.
The study is limited to small and medium enterprise in Akwa Ibom state.
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