Factors Influencing Voice Message Service Acceptance among Mobile Phone Users in Nigeria (Published)
The aim of this study is to empirically establish a framework of consumers’ attitude and intention towards mobile advertising in Nigeria with particular focus on Voice Message Service (VMS). This study became necessary given that context specific studies conducted in the area of voice message service based mobile advertising since the advent of Global System for Mobile Communication (GSM) in Nigeria are lacking. The study replicated and extended a Chinese-based research model to a different context, namely Nigeria. We adapted constructs from the IDT, TAM, TRA, and by extension the TPB to under-pin the study’s conceptual framework. The unit of analysis comprised active mobile phone users in Nigeria. Two-stage multiple regression analysis was used in the modeling. The result from a convenience sample of 2,509 respondents in six geopolitical zones of Nigeria show that the three key factors affecting consumers’ attitude towards voice message service based mobile advertisements are compatibility, trialability and image. On the other hand, the study also revealed that the behavioral intentions of mobile phone users in Nigeria towards voice message service are as a result of attitude and perceived behavioral control. Interestingly, the voice message service based mobile advertising acceptance model was posited by the study. Overall, the study concludes that service providers and advertisers in Nigeria may need to revise their business models in line with these findings to reach out to their teeming VMS based mobile advertising consumers. A key recommendation is that the regulator in the telecom industry in Nigeria should mandate service providers to profile mobile phone users that subscribed to their network to be able to send them targeted VMS ads.
Keywords: Advertising, Compatibility, Message, Trialability, Voice, image
Information Technology Infrastructure and Customer Service Delivery (Published)
The purpose of this study was to investigate the impact of compatibility and connectivity of Information Technology Infrastructure (ITI) on reliability and access of customer service delivery in the Nigeria commercial banks. The study selected 8 commercial banks out of the 20 commercial banks in Nigeria as to generalize her findings. The study conveniently selected 40 customers’ from the eight banks, thereafter a total of 40 copies of the questionnaire that is 5copies per banks was randomly distributed to the 40 customers of the banks and the 40 questionnaire were fully attended to and retrieved. Simple percentages, tables were used to analyze the respondent demographics, while the Spearman’s rank order correlation coefficient was used to analyze the four hypotheses; this was made easy with the use of statistical package for social sciences SPSS. The findings therefore revealed that compatibility and connectivity of ITI has strong and positive impact on reliability and access of customer service delivery. Therefore, the study has bridged knowledge by revealing that the two component of ITI used in this study impact on the two components of customer service delivery as used in this work. We, recommended that commercial banks should improve on their ITI compatibility and connectivity by training and retraining their IT personnel to be responsive to customer’s complaints, also should overhaul their ITI facilities regularity in other words by improving their facilities, so as to deliver quality service and access to service.
Keywords: Commercial Bank, Compatibility, Connectivity, Customer Service Delivery, Information Technology Infrastructure, Reliability and Access