Pages: (10-36 )
Abstract
In spite of the rapid acceptance of Information and Communication Technology (ICT) as a mechanism for improving the service qualityof firms globally,the same level of acceptance is not evident among all small and medium scale enterprises (SMEs) operators in the developing nation. This study examined the influence of ICT on the service quality of SMEs in Nigeria. Descriptive survey research design was employed for the study and the population of the study comprised of four hundred and eighty eight selected SMEs in Ogun State manufacturing industry. Simple regression analysis was used to analyze the data for the study at 5% significance level and the findings of the study revealed that ICT has a positive influence on the service quality of SMEs in Ogun state, Nigeria (p<0.05, R =0.640, R2 = 0.409).The study recommends that policy makers must set-up effective programs and initiatives that will encourage SMEs operators to adopt and utilize ICT, in order to provide better service quality for their customers.
Keywords: - Information and communication technology, Small and medium scale enterprises, Service quality, Knowledge-based view, Nigeria,