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IJSCIT 20211109e
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Durban University of Technology
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Abstract. The purpose of the study was to examine the effect of information and communication technology on
service delivery in the Telecommunications industry. A descriptive survey research method was used as it helped
the researcher to determine how the use of ICTs can improve service delivery at MTC, Namibia.
Findings showed that variables of information and communication technology have positive effect on service
delivery. Therefore, the study concluded that training collectively with changes in corporate policies and support,
can result in better service delivery. It was recommended that employees have to acquire skills on how to use com-
puters and communication software in order to offer efficient services. It is vital for the Telecommunications sector
to foster digital opportunities by enhancing the use of ICTs to improve service delivery. Barriers to be overcome are
no longer only technological but also educational, cultural and linguistic in nature. With that in mind, neglecting to
invest sufficiently in human capacity may result in clientele dissatisfaction.
Keywords: Information Communication Technologies (ICTs), Service delivery, Training, Infrastructure.
43
44 Ndahafa Eline Namene and Nikodemus Angula
service delivery in the Namibian mobile telecommunica- • ICT Barriers aims to establish the barriers that pre-
tions sector. vent the organisation from adopting or implement-
ing ICTs in their organisation.
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