Organisational Agility and Service Performance of Mobile Telecommunication Companies, South-west, Nigeria

Abstract

Despite the claim of using 4G in operation for telecommunication services, preliminary investigation about the performance of telecommunication companies in Nigeria suggests that challenges exist that warrant investigation. This study therefore examines the influence of Organizational agility on service performance of mobile telecommunication companies in South-west Nigeria. The study adopted the descriptive survey research design. Sample of the study comprised of 210 information managers and 384 subscribers employees of the four mobile telecommunication, Multi-staged sampling technique was adopted with strata techniques to select a sample size and distribution of the instrument. The research instruments included a structured questionnaire and interview guide. The Descriptive and inferential statistics were used to analyse the quantitative data; while thematic analysis was used to analyse answers to interview questions. The test of hypothesis showed that organizational agility (R = 0.342, p<0.05) has weak positive and statistically significant relationship with the service performance of mobile telecommunication companies The coefficient of determination is statistically significant (Adj.R2=0..96,F(3.184) =5.547=0.001,implying that organizational agility predicts 9.6% of service performance of mobile telecommunication companies. The relative influence of organisatioanl agility, sub variables, sensing capacity showed significant positive influence on service performance (B=0.363,p<0.05);while seizing capacity and innovation capacity both showed insignificant influences (B=-0.044,p>0.05;B=-0.32,p>0.05) respectively. The study therefore concluded that the variable ‘organization agility’ may not have optimum effective on service performance unless proper monitoring and evaluation is put in place as well as seize opportunities for improvements and innovation.