Digital Technologies Impact on SMEs

This project investigates the influence of digital technologies on the operations of Capital Courier Ltd., a leading courier company. It analyzes the digital tools used, challenges faced, and benefits gained, providing recommendations for enhancing the company's performance through digital transformation.

Research Project

TITLE:.............................................................................................................................................1
Chapter 1 Introduction.....................................................................................................................1
1.1 Background of research....................................................................................................1
1.2 Significance of research...................................................................................................1
1.3 Aims and objectives.........................................................................................................2
1.4 Research questions...........................................................................................................3
1.5 Work-break down structure and Gantt chart....................................................................3
Chapter 2: Literature Review...........................................................................................................4
2.1 CAPITAL COURIER LTD.select digital technologies for its operations.......................4
2.2 CAPITAL COURIER LTD.meet customer satisfaction with digital technology............5
CHAPTER 3: RESEARCH METHODOLOGY.............................................................................5
3.1 Types of research..............................................................................................................5
3.2 Research design................................................................................................................6
3.3 Research Philosophy........................................................................................................6
3.4 Approaches of data collection..........................................................................................6
3.5 Ethical consideration........................................................................................................7
CHAPTER 4: DATA ANALYSIS..................................................................................................8
CHAPTER 5..................................................................................................................................19
5.1 Recommendation............................................................................................................19
5.2 Reflection.......................................................................................................................19
5.3 Conclusion......................................................................................................................19
REFERENCES..............................................................................................................................21

TITLE:
“The Implications of digital technologies on SME's for Capital Courier Ltd.”.
Chapter 1 Introduction
1.1 Background of research
Digital tools and technologies are considered to be the most essential element that has
huge influence on the operations of small as well as large business enterprises. Small and
medium size business organizations are plays effective role in economic growth of a country,
thus in the digitized environment the life of human beings are completely based on digital tools
and technologies. Research is considered to be the vast concept which is conducted by an
investigator to address some issues in effective manner (Kumar and Reinartz, 2018 ). Survey is
determined as the effective tool that has applied for addressing some issues in appropriate
manner accomplishing the goals and objectives of the research in effective manner. Capital
Courier Ltd. is the chosen organization for this particular report. It is one of the leading courier
of London that delivers highly efficient services both nationally and internationally. The
headquarter of the firm is in London, UK. Each business organization has their own purpose and
they work for attaining higher growth and position within the market place, thus it creates value
in economic growth of a country. The major motive of Capital Courier Ltd. is to reaching at
higher competitive edge through capturing a wide area of market. This report contents the study
about the influence of digital technologies in the effective operation of Capital Courier Ltd. In
this particular investigation work research aim and objectives are created in respect to providing
a clear direction to the researcher to reach at the final outcome. Appropriate methodologies are
applied as to attaining significant outcome. Literature review plays vast role in providing a clear
theoretical frame work which is based on the research issue. Along with this collected data will
be analyzed by using the tool of data analysis, in which graphical presentation is being prepared
on the questions of questionnaire.
1.2 Significance of research
The research into consideration is based on the use of digital technologies for the growth
and development of small business organization, thus the growth of SME is beneficial for the
economic development of a country (Schivinski, Christodoulides and Dabrowski, 2016). Capital
Courier Ltd. is a well known courier organization, which owned operations around 61 Countries,
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and provides different services like documents, parcels and pieces of freight in around two
hundred countries. As a courier company, it is essential for Capital Courier Ltd. to use new and
advance technologies in respect to enhancing its market reach, thus this create value in growth
and development of business firm at market place. The company was founded in the year of
1988, and as a well reputed organization it is required for respective company or its management
to develop their operations through implementing appropriate source of digital technologies.
Proper implementation of digital tools and technologies are beneficial for corrective operation of
the firm. Along with this digital tools and technologies are effective in making organizational
operations easy and efforts less. The major purpose of each business enterprises is to attaining
higher growth and profitability through emerging advance and innovative digital technologies.
Research aim and objectives are refers as the most essential element that helps the investigator in
providing a brief idea in regards to the activities of the research. A predetermined aim and
objectives helps the researcher in addressing the research issue in systematic way (Giaccardi,
2012). Alongside this, by utilizing different researchers perspective valuable and appropriate
information accurate outcome can be attained. Aim and objectives are designed at the very
beginning of the research as the predetermined aims and objectives are effective in creating valid
and reliable outcome for the research work.
1.3 Aims and objectives
It is determined as the primary aspect which helps the investigator in providing a clear
direction to carry out the work in effective manner. The whole activity of the research is based
on the research aim as it is created for describing the research issue in proper way. The
appropriate aim of the research is “To analyse the implications of Digital technologies on Small
and medium size business organisations”. A case study on CAPITAL COURIER LTD.
Research Objectives
This also plays a vast role in incorporating all the research activities in right direction.
Research objectives are interlinked with the aim of the research which helps an investigator in
creating a proper theoretical framework on discussing the research issue with proper resources.
The essential objectives of the research are described as below:
 To identify the digital technologies that are used by CAPITAL COURIER LTD.for its
business operations.
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 To determine the digital technologies that are helpful for CAPITAL COURIER LTD.in
reaching at higher customer satisfaction.
1.4 Research questions
Research questions are described in the form of general statement in which questions are
prepared on the basis of research objectives. Research questions are effective in conducting the
section of literature review through analysing the perspective of various authors and writers who
are having significant knowledge in regards to the specified area of study. The essential question
of this particular research are described as below:
 How does CAPITAL COURIER LTD. select digital technologies for its operations?
 How does CAPITAL COURIER LTD. meet customer satisfaction with digital
technology?
The predetermined research questions are plays vast role in reaching at the final outcome.
1.5 Work-break down structure and Gantt chart
Work-break down structure refers to a technique of dividing major activities into small
segments. It also provide time frame of each fragmented activity so that researchers can achieve
overall objectives in minimum time interval.
Gantt Chart
Activities/ weeks 1 2 3 4 5 6 7 8 9 10 11 12
Research proposal
Determining research aims
and objectives
Prepare research questions
Literature review
Research methodology
Questionnaire
Data analysis
Conclusion
Recommendations
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Final submission
Chapter 2: Literature Review
The present research is based on the implication of digital technologies on SME's and its
direct influence on the growth and development of business organisation. The questions of the
research are based on the research issue and these are appropriately discussed by the opinion of
various authors and writers. Literature review is also refers to be the most important part of
research work, as it helps the researcher in accumulating data and information through secondary
sources and in this view points of various authors and writers are discussed as to reaching at
accurate and final outcome
2.1 CAPITAL COURIER LTD. select digital technologies for its operations
As per the views expressed by Godey and et. al., (2016), in today's modern and digitized
world the expectation of customers are high as they majorly expect the right product which is
required to be available on a right price. People also wants to deliver their product at the right
place which is selected by them as per their own convenience. Capital Courier Ltd. is a well
reputed company CAPITAL COURIER LTD.is widely concern on enhancing its market reach
through capturing a wide area of market by using advance or digital technologies. The company
is considerably using online applications, website, social media tools etc. as to enhancing their
performnace at market place. These are considered to be the most essential tool for gaining
attention of various customers who are regularly using the services of courier. Now a day's
courier facilities are widely applied by people as they are satisfying their needs and wants by
online shopping and in delivery of products organisations are approaching courier companies.
Along with this CAPITAL COURIER LTD.is significantly concern on developing its relation
with customer so that higher growth and profitability can be attained. The company is also
implementing advancement in their equipments like the firm is providing GPS or navigation
facility to their employees and customers as well. This source is beneficial for both customers
and employees who are delivering the products to the final customers. Employees can easily
found an easy way to deliver the goods and services and customers can easily track their product
with proper detail of organizational employees. The company is also providing mobile
application facilities through which appropriate transaction can be made among the firm or its
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customers. In today's busy schedule, people are usually proper online application and sites as to
satisfying their needs and wants, thus companies like CAPITAL COURIER LTD.are providing
effective delivering facilities to their direct as well as indirect customers or clients in effective
manner.
2.2 CAPITAL COURIER LTD.meet customer satisfaction with digital technology
According to view points of Dabbagh and Kitsantas, (2012), it has evaluated that C\
customers are considered to be the most essential element for an organizational growth and
success. High customer satisfaction cause growth for firm and this also create value in attaining a
higher competitive edge within the market place. Capital Courier Ltd. is the global provider of
personalized courier solution firm. The potential motive of Capital Courier Ltd. is to providing
satisfaction to their customers through delivering the goods and services as per the specified time
period and the selected place. The company is also concern on installing various new and
advance technologies in its vehicles like they designed fleet in respect to improve fuel efficiency,
driver safety and the overall speed of the vehicle and performance of its wider delivery network.
The company now a day's use in-cab black box camera system in its vehicles (Tess, 2013). The
proper presence of RoadHawk Box vehicle camera systems and its appropriate analysis of data
they captured is designed to motivate safer and more fuel efficient driving, while also increasing
driver security.
The company is also using the facility of CCTV camera in their large and small vehicles
that are effective in capturing the activity of drivers and provide proper direction to deliver the
product within the given time duration. GPS tracker facility is also given to the drivers and
customers so that both can track their way and product delivery details in appropriate manner.
CHAPTER 3: RESEARCH METHODOLOGY
3.1 Types of research
Research methodology is considered as major aspect in a research which helps in finding
answers of certain questions in specified manner. It provides several tools and techniques by
which investigators can collect accurate amount of information. It involves qualitative and
quantitative methods which have own purpose and methods for gathering reliable data. This kind
of data further helps in meeting set objectives and targets in given period of time. For example:
Qualitative method helps in formulating data in descriptive manner where as quantitative
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approach is used to collect information in statistical form. In context with present project,
management team of Capital Courier Ltd. have qualitative method to analyse the implication of
digital technology in small and medium type of businesses.
3.2 Research design
It refers to overall strategy which is formulated to address all research questions in logical
and coherent manner. Therefore, it is also known as blueprint of a research which shows
techniques to required information, measurement as well as procedure for analysing the same for
further conclusion. In this regard, for making proper research design, an investigator can use
various methodologies such as experimental, exploratory and descriptive approaches. Under this
present essay, project makers of Capital Courier Ltd. have used descriptive research methods to
prepare research design. This would help in conducting entire activities of research in adequate
manner so that high outcomes can be obtained.
3.3 Research Philosophy
It is considered as main source which shows ways how data of a project needs to be
gathered, analysed and used. By addressing research philosophies under dissertation,
investigators can better formulate their beliefs and assumptions. As per scope of certain project,
projects makers can use four kinds of research philosophies. It includes interpretivism,
pragmatism, positivism and realism. In this present investigation report, project makers of
Capital Courier Ltd. have used pragmatism approach of research philosophy.
3.4 Approaches of data collection
This aspect of research methodologies entails sources by which researchers can collect
required information and data. It includes primary and secondary approaches of data collection.
The concept of these two sources for gathering information and addressing issues of research
topic can be explored in following manner:
 Primary data- This type of research method is generally used when researchers have to
find out original and fresh information of a topic. Therefore, they itself conduct
procedure to get data by publicly surveying, taking interviews and more. Therefore, such
kind of information helps in exploring out reliable and accurate information. But, under
this process, investigators have to arrange proper amount of funds for survey. Along with
this, it consumes much time also.
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 Secondary data- It is another source of research methodology which provided published
or unpublished data. Such type of information on a same topic is extracted from internet
resources, books, journals, newspapers and more, where different authors given their
viewpoint. Under this purpose, investigators have to analyse perceptions of other writers
and collect information accordingly. Therefore, it provides large amount of data but if
talking about accuracy or reliability, this method fails to give such outcomes.
3.5 Ethical consideration
It refers to one of the critical aspect of research methodology which states that in any
investigation, project-makers have to carry out activities in ethical manner. They are amendable
to follow rules of research i.e. not disclose any type of personal information about respondent
whose perceptions are used for gathering data. Along with this, they should not ask any unethical
questions from users which may harm their feelings. It would aid to enhance effectiveness of
outcomes of research as well as prevent the same from different issues also.
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CHAPTER 4: DATA ANALYSIS
QUESTIONNAIRE
1.) Are you aware about implication of digital technology in businesses? Frequency
 Yes 35
 No 5
2.) Will digital technology enable Capital Courier Ltd. in getting attention of
customers?
Frequency
 Yes 30
 No 10
3.) What are the major types of digital tools used by Capital Courier Ltd.? Frequency
 E-mail 14
 Social media and Mobile Technology 11
 Cloud Technology 15
4.) What will be the major challenges faced by Capital Courier Ltd. by
implementing digital technology within organisation?
Frequency
 Lack of strategy for a digital customer drive 15
 Resource availability 12
 Prevent business from Piracy and Hacking 13
5.) What are the major benefits of implementing digital technology within
business for Capital Courier Ltd.?
Frequency
 Enhance customer base 12
 Increase brand recognition and trust 18
 Promote business in vast area 10
6.) What are the major tools of digital technology used by Capital Courier
Ltd.?
Frequency
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 Intranet/ Social Intranet 10
 Chat and Group Messaging 12
 Discussion Forums 8
 Tracking and Case Software 10
7.) Does introducing digital technology in business helps Capital Courier Ltd.
in getting high satisfaction of customers?
Frequency
 Yes 32
 No 8
8.) According to you, if implementation of digital technologies within
organisation will really aid Capital Courier Ltd. in getting high competitive
advantage?
Frequency
 Yes 28
 No 12
9.) Are you satisfied with products and services offered by Capital Courier
Ltd.?
Frequency
 Yes 25
 No 15
10.) Give some recommendation for improvement of services of Capital
Courier Ltd. for increasing sales performance and getting high competitive
advantage...
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Theme 1: Digital media is a wide concept
1.) Are you aware about implication of digital technology in businesses? Frequency
 Yes 35
 No 5
Interpretation: Today digital technology is a wide concept in the world where every people
know its implication and effectiveness for running business successfully. In this regard, by
conducting a survey on 40 respondents as shown in above graph, it has interpreted that major
portion of them i.e. 35 are aware with the concept of digital technologies. While rest 5 didn’t
know much about its implication in businesses.
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Theme 2: Digital technology helps in attracting customers towards businesses
2.) Will digital technology enable Capital Courier Ltd. in getting attention of
customers?
Frequency
 Yes 30
 No 10
Interpretation: As per this graph, it has interpreted that digital tools and technologies provide
opportunities to Capital Courier Ltd. in getting attraction of more customers towards business. It
has proved by survey where 30 respondents out of 40 are agreed on this statement. While rest 10
of them are not agreed with the same.
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Theme 3: Social media and mobile technology are the best technology for Capital Courier
Ltd.
3.) What are the major types of digital tools used by Capital Courier Ltd.? Frequency
 E-mail 10
 Social media and Mobile Technology 20
 Cloud Technology 10
Interpretation: Digital technology has provided various tools and technologies in order to
enhance performance of organisation. In context with Capital Courier Ltd., out of 40
respondents, 10 are believed that e-mail is one of the best tools by which this company can
provide time-to-time information to customers about products or services on individual basis. It
also helps in giving information to employees, investors and other stakeholders about business
activities on daily purpose. While 20 users have said that social media and mobile technology are
the most advantage tools for this company. Through smart phones, its managers can contact
employees, team members and other associated people anytime for business purpose. This would
help in conducting operational functions in efficient manner and on time as well. Similarly
through social media, its marketing team can promote business in large area of marketplace
which would help in bringing awareness among customers. Other than this, 10 remaining
respondents have said that Capital Courier Ltd. must implement cloud computing technology
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within business. It would help this company in storing large amount of data in highly secured
and confidential manner as well as give advantage to access any information more easily.
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Theme 4: Building appropriate strategy is the major challenge for Capital Courier Ltd.
4.) What will be the major challenges faced by Capital Courier Ltd. by
implementing digital technology within organisation?
Frequency
 Lack of strategy for a digital customer drive 15
 Resource availability 12
 Prevent business from Piracy and Hacking 13
Interpretation: It has interpreted from this above mentioned graph that there are various
challenges come in front of Capital Courier Ltd. during implementation of digital tool. It
includes lack of strategy which affects overall activities of project for a digital customer drive.
As per this survey, out of 40 users 15 are agreed on this statement. While 12 are believed that
arranging resources like sufficient amount of funds, manpower and other, is a major challenge in
front of this company. Similarly, 13 respondents thought that prevent business from illegal
activities like piracy or hacking is the severe challenge for this company.
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Theme 5: Digital tools provide various benefits to Capital Courier Ltd.
5.) What are the major benefits of implementing digital technology within
business for Capital Courier Ltd.?
Frequency
 Enhance customer base 12
 Increase brand recognition and trust 18
 Promote business in vast area 10
Interpretation: Digital tools and technologies provide various benefits to Capital Courier Ltd. in
business expansion. As per survey 12 users out of 40, are believed that enhancing customer base
is the major advantage for Capital Courier Ltd.. While 18 respondents are in favour with
statement that increasing brand reputation and gain trust are benefits received by this company
after implementation of digital tools. Apart from this, 10 people give support to advantage of
promotion of business.
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Theme 6: Chat and Group messaging is best tool of digital technology for Capital Courier
Ltd.
6.) What are the major tools of digital technology used by Capital Courier
Ltd.?
Frequency
 Intranet/ Social Intranet 10
 Chat and Group Messaging 12
 Discussion Forums 8
Interpretation: Since business of Capital Courier Ltd. is expanded in more than 20 countries
therefore, introducing digital technologies helps in operating major activities more effectively.
As per survey it has interpreted that 10 respondents out of 40 believed that intranet is best tools
which must be implemented by this company. An intranet refers to private hub which can be
accessed authorised people only who are associated with businesses. Thus, it would help this
firm in making communication and developing collaboration among employees of different
countries. While 12 users have said that chat functions and private or group messaging are
considered as best communication method for working together in a team. Other than this, rest of
users i.e. 8 are said that discussion forums helps in bringing management and workers together
as well as give advantage for open communication as well.
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Theme 7: Digital technology aid a company in getting high satisfaction of customers
7.) Does introducing digital technology in business helps Capital Courier Ltd.
in getting high satisfaction of customers?
Frequency
 Yes 32
 No 8
Interpretation: As per this graph, it has interpreted that out of 40 users, 32 are believed that
digital technologies help in getting high satisfied customers. While 8 are not in favour with same
statement. They thought that only best services and quality of products can satisfied their
demand.
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Theme 8: Digital technologies help a company in getting high competitive advantages.
8.) According to you, if implementation of digital technologies within
organisation will really aid Capital Courier Ltd. in getting high competitive
advantage?
Frequency
 Yes 28
 No 12
Interpretation: According to this mentioned graph, it has evaluated that 28 users out of 40 are
in favour with concept that digital technologies help in getting high competitive advantage.
While 12 didn’t go with same statement.
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Theme 9: People are satisfied with delivery services offered by Capital Courier Ltd.
9.) Are you satisfied with products and services offered by Capital Courier
Ltd.?
Frequency
 Yes 25
 No 15
Interpretation: It has interpreted from this graph that 25 respondents out of 40 are satisfied with
services provided to them by Capital Courier Ltd.. While other 15 users have suggested to bring
some modification within delivery process so that better services can be provided.
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CHAPTER 5
5.1 Recommendation
Through this investigation on digital technologies, it has recommended to Capital Courier
Ltd. that this company have to bring best techniques in business. This will provide various
benefits in terms of profitability and revenue. By implementing technologies like social media, it
can make better connection with domestic and international customers. Using social sites like
Facebbok, Instagram, Twitter and more, its marketing team can identify demand of targeted
audience, their preference and level of purchasing more easily. It would help in formulating
effective pricing strategies so that sales performance can be increased. It should also be
recommended to Capital Courier Ltd. that for introducing any new technique in business, its
managers must make a proper business plan first. This would help in arranging adequate amount
of funds and other resources which are required for implementation of technologies.
Furthermore, by making such plan, this company can also gain attention of investors who will
give support for the same.
5.2 Reflection
Throughout this investigation, I have passed with many ups and down which increases
experience of mine. It gives me a lesson how to deal with different-different situations and
handle the same appropriately. When I take this project which was based on implication of
digital technology for businesses then I have started with lots of confidence and energy. I was
much excited in starting to work with new team-mates and conduct various activities. But after a
while, I have faced various issues related to work with new members because as a manager, its
major responsibility of mine is to build effective team. As all group members belong to different
background and much skilled therefore, bringing collaboration and developing positive
relationship between them is much difficult task. So, it brings my morale down at a point and I
fail to motivate myself too. But by reading some management theories like classical and
behavioural as well as contingency and leadership theories, I get knowledge how to lead a team
towards common goal and bring collaboration in them. Therefore, working on this project makes
me able to take future projects and complete them on time in highly efficient manner.
5.3 Conclusion
As per above mentioned research it has been concluded that today digital technology has
become a most vital concept for businesses. Without implementation of such technology, a
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company cannot run its operation in effective manner. It helps organisations in conducting their
function, operational activities, managing business and so on, more appropriately. Digital
technology provides various tools and technologies like social media, smart phones, cloud
computing, e-mail and more. All these techniques helps in making connection with rest part of
the world and spread information about type of services they are offered. Technology has
increased efficiency of every function of organisation like human resource management,
marketing, R&D, production and more. Therefore, to earn high revenue and get profitability in
business, companies are required to implement best digital technologies within organisation.
5.4 Alternative Research Method
In present study, project makers have used questionnaire method to collect primary data
which has taken much more time and money. Therefore, another method which proves cost
efficient for this SME i.e. Capital Courier Ltd. to take focused group discussion method of
primary source. This would help in gathering more relevant data in short period of time. Here, by
organising a public meeting with selected stakeholders, its managers can get their suggestions for
improvement of business operations.
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