Self-service Delivery and Subscribers’ Usage in Glomobile, Zaria, Nigeria

Abstract

The past decade has witnessed a rapid growth in self service that allows consumers to take on the traditional place of service agents in the provision of services. Business organizations are taking advantage of the advancement in technology to improve their service delivery performances. The study therefore assesses the impact of self service delivery and subscribers’ usage in Glomobile, Gloworld with emphasizes on actual adoption and usage of self-service as proposed by Technology Acceptance Model. The study uses primary data from a close ended adapted questionnaire issued to 132 walk-in subscribers of Glomobile, Gloworld, Zaria. Descriptive analysis, simple linear regression, t statistics and f statistics, ANOVA and Durbin Watson was used to analyse the impact of convenience on usage of self-service technology on the sampled subscribers. The results indicated that convenience has positive and significant impact on usage of self-service delivery. It was recommended that subscribers should access available self-service options as rolled out by their organisations in order to reduce the pressure on both customer care help lines and face-to-face contacts. Also the organisations should go for technologies that will give them an edge in satisfying customers’ demands.