Real Problems Faced by Dialog Axiata PLC and Its Impact on Manual Processes

Delivering Innovation Project
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Table of Contents
INTRODUCTION...........................................................................................................................3
Project aim and objective............................................................................................................3
Research Questions.....................................................................................................................4
About company...........................................................................................................................4
LITERATURE REVIEW................................................................................................................4
RESEARCH METHODOLOGY....................................................................................................6
PROJECT MANAGEMENT PLAN...............................................................................................8
REFERENCES..............................................................................................................................10
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Topic: Proposing an overview of the real problems faced by Dialog Axiata PLC and its impact
on manual processes on the company.
INTRODUCTION
Introduction and background
Every company in any industry strive shard to lead its competitors in order to become the
market leader. This can be done by satisfying the majority of the needs of its customers and
increase the customer base. Telecom industry also faces various issues which must be met up so
that majority of the customers use its digital channels. Dialog Axiata is considered as the most
valuable consumer brand of Sri Lanka. The company is facing rapid success since the time it was
established in 1993 in providing telecommunication services to its millions of subscribers. But
due to some issues, the company is facing decline in the customer base that uses its digital
channels (Nizar and Janathanan, 2018). The research will be based on those issues and their
impact on the manual processes of the company. The research will make use of the technology
acceptance model commonly referred as UTAUT (Unified Theory of Acceptance and Use of
Technology) which will help in gaining deeper insight about the issues and their impact on the
company due to which the customer base is decreasing. The research will be based on the
quantitative type in which the dependent variable will be low digital adoption of the dialog
mobile app and the independent variables will be effort expectancy, performance expectancy,
facilitating conditions and the social influence (Ramesh and Vidhya, 2019). Though the research
is quantitative, various SPSS tools will be used to analyse the data collected from various
sources. The topic chosen will help in resolving the most important issue faced by Dialog Axiata
which can help in increasing the customers who adopt the digital channels of the company. This
will also help the other telecommunication companies in gaining the competitive advantage
among all the competitors. It will also help the company in improving its poorly designed
applications which will force the customers to utilize its digital channels.
Project aim and objective
Aim: To analyse real problems faced by organization in terms of adoption of Dialog’s digital
channels. A case study of Dialog Axiata PLC.
Objectives:
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