Information System and Quality Service Delivery in Small Scale Enterprises in Akwa Ibom State

Abstract

This study examined the relationship between management information system and quality service delivery in small scale enterprises in Akwa Ibom State. Three specific objectives, three research questions and three null hypotheses were formulated for the study. Correlational design was adopted and the population comprised; all the 900 managers from 275 small scale enterprises in Akwa Ibom State. The sample size for this study was 277 managers of small scale enterprises obtained statistically using Taro Yamane formula. Simple random sampling technique was adopted for this study. Two research instruments captioned: “Management Information Systems Questionnaire (MISQ)” for managers and “Quality Service Delivery Questionnaire (QSDQ)” for customers were used for data collection for the study. These instruments were structured with 15 and 15 items respectively. The instruments were face validated by three experts in the Department of Business Education, University of Uyo. Cronbach’s Alpha technique was used in determining the reliability of the instruments (MISQ) and (QSDQ) where a coefficient index of .97 and .96 were obtained respectively. Simple linear regression analysis was used in answering the three research questions as well as testing the three null hypotheses at 0.05 level of significance. The findings of the study revealed that there is a strong and significant relationship between the office automation, transaction processing, decision support systems, and quality service delivery in small scale enterprises in Akwa Ibom State. From the findings, it was concluded that management information systems are essential variables in the accomplishment of quality service delivery in small scale enterprises. Therefore, it was recommended among others that small and medium scale enterprise development association of Nigeria (SMEDAN) should enlighten the managers and employees of the enterprises not to entertain fear that office automation devices will displace them but rather to see it as something which has come to assist them to do their jobs in order to improve their efficiency and productivity so as to assure the delivery of quality service to customers.