Chapter One — 1.1 Background to the Study

In recent years, Change Management has emerged as a critical factor shaping service delivery quality across organizations operating in and around Selected Fintech Companies in Nigeria. As institutions grapple with the pressures of globalization, regulatory reform, and shifting stakeholder expectations, understanding how change management relates to service delivery quality has become an important area of both scholarly and practical concern.

Selected Fintech Companies in Nigeria presents a useful setting for examining this relationship precisely because the conditions there — structural, regulatory, and behavioural — differ from those typically assumed in the broader literature, most of which draws on evidence from more developed economies.

1.2 Statement of the Problem

While change management is widely discussed in policy and industry circles, empirical evidence on its actual effect on service delivery quality within Selected Fintech Companies in Nigeria remains sparse and, in places, contradictory. This lack of localized, rigorous evidence makes it difficult for decision-makers to know with confidence whether current approaches to change management are helping or hindering service delivery quality — a gap this study sets out to close.

1.3 Objectives of the Study

1. To examine the effect of Change Management on service delivery quality in Selected Fintech Companies in Nigeria.
2. To assess the extent to which change management influences service delivery quality within the study area.
3. To identify the challenges associated with change management in relation to service delivery quality.
4. To recommend strategies for optimizing change management in order to improve service delivery quality.

1.4 Research Questions

1. What is the effect of change management on service delivery quality in Selected Fintech Companies in Nigeria?
2. To what extent does change management influence service delivery quality within the study area?
3. What challenges are associated with change management in relation to service delivery quality?
4. What strategies can be adopted to optimize change management in order to improve service delivery quality?

1.5 Significance of the Study

This study is significant to a range of stakeholders. For policymakers and regulators, the findings offer evidence to guide the design of frameworks that support healthier outcomes around service delivery quality. For managers and practitioners within Selected Fintech Companies in Nigeria, the study provides practical insight into how change management can be better managed. Finally, it contributes to the academic literature on business administration by extending existing knowledge into a specific empirical context, and offers a reference point for future researchers.

1.6 Scope of the Study

In terms of scope, this BSc study confines itself to Selected Fintech Companies in Nigeria, focusing specifically on how change management relates to service delivery quality within that setting. Findings are interpreted within these boundaries rather than as universal claims applicable to every organization or market.