Effects Of Change Management On Organizational Performance In The Telecomunication Industry
[A CASE STUDY OF MTN NIGERIA]

CHAPTER THREE:
METHODOLOGY
3.1     Introduction
This chapter sets out various stages and phases that to be followed in completing the study. It involves a blueprint for the collection, measurement and analysis of data. Specifically the following subsections are included; research design, data collection and data analysis.
3.2     Research design
The study was carried out in Kwara State, using descriptive survey research design. In order to empirically explore the implementation of the change management practices in the Mobile TELECOM sector and to assess the attributed Challenges of the managing change process in this vibrant sector, one case study was chosen from the four leading Service Providers in the MOBILE telecommunication industry in Ilorin West Local Government area of Kwara State. The methodology used mixed methods approach of data collection. This combination of data collection methods was deemed necessary to reduce the limitations of any one tool if used alone (Flick, 2011). Two sources of information were used to obtain information from the selected TELECOM Mobile industry (MTN) namely; primary and secondary sources. Primary sources of the research were semi-structured questionnaire with the key managers and front-line employees who are actively involved in change projects at the Mobile TELECOM company used in this study. Whereas, Secondary source of data were the Mobile TELECOM published materials and internal reports related to change initiatives that might help as a supplement to the data collected through primary sources. Semi-structured questionnaires administration would be conducted in the targeted Mobile TELECOM industry to solicit information from managers, supervisors, and front-line employees to cover the main theme of the study. Thematic analysis method shall be used to analyze the semi-structured questionnaire.  The thematic method will be used to analyze, and identify themes within data and this shall be followed by the use of SPSS to analyze the research hypotheses using regression analysis. The call for the use of inferential statistics (regression analysis) in this study is to regressing each component of dependent variable with the independent variables to establish the relationship between them, if there is any, and measured whether the observed changes in the components are significantly contributed to the growth and performance of the selected industry. This method organizes and describes the data in details that are rich, and it often interprets the main factors of the topic of the research (Boyatzis, 1998; Braun and Clarke, 2006).
3.3    Research Instrument
The research instrument used to collect primary data was both structured and unstructured questionnaires. To assure the reliability and validity of the instruments used; the researcher adopted standardized instrument from four previous studies by: Olajide (2014), which this study had reported an acceptable reliability and validity of the instrument. To ensure the practical applicability of the instrument in the study area, the researcher made some few wording modification for simplicity of understanding of term of the adapted instrument.
The overall designed instrumental questionnaire includes two (2) main parts;
    Section A is aimed to collect data on demographic variables
    Section B  is aimed to collect data on the Change management impact on Organizational performance
In the section A of the questionnaire, 3 items with different label are included and they are dealing about different demographic characteristics of the respondents such as age, gender and educational background.
The section B part of the questionnaire consists of question statement aimed to measure the variables of the study using five-point Likert Scale (1=strongly disagree, 2= Disagree, 3= Neutral, 4= agree and 5= strongly agree) and Interval or Ratio scale (Yes/No; Positive/Negative). Thus, the respondents were requested to select their own choice of the five point Likert scale and Ratio Scale alternatives in order to specify their level of agreement or disagreement on each statement. Specifically, the section B part of the questionnaires includes 12 closed- ended items aimed to measure the perception of Change Managers and Employees on organizational performance. Other questions involved unstructured interviews aims to decode some information which the structured questionnaire cannot revealed for ease of analysis. Therefore, the instrument includes a total of 22 items