The Impact of Entrepreneurship On ICT Sector of Jordan

Sunderland Business School
Master of Business Administration (MBA)

Dissertation
PGBM73
The Impact of Entrepreneurship on ICT sector of Jordan

A case of Experts 911 Limited
Submitted By:
| Majdi Suleiman | 169091431 |
Supervisor by:
MsKaren Wharton
A dissertation submitted in partial fulfillment

of the requirements for the degree of
Master of Business Administration
Sunderland Business School - North East Of England
|Word Count:15018|
13thSeptember 2017
Dissertation Declaration
Statement of Originality and Authenticity
I confirm that the dissertation I am submitting is an original and authentic piece
of work compiled by myself that satisfies the University rules and regulations
with respect to Plagiarism and Collusion. I further confirm that I have fully
referenced and acknowledged all material incorporated as secondary resources
in accordance with the Harvard System.
I also clarify that I have taken a copy of the dissertation, which I will retain until
after the Board of Examiners has published the results, and which I will make
available on request in pursuance of any appropriate aspect of the marking and
moderation of the work within the University Regulations.
Name: Majdi Suleiman

Registration: 169091431
Course: Master of Business Administration (MBA)
Date: 13thSeptember 2017
SignedMajdi Suleiman
ii | Entrepreneurship and ICT sector

Dedication
To my dear father (Mr. Tayseer Mahmoud Suleiman), He has been given me all
encouragement throughout my life.
Also, to my dear mother, who has supported me more to achieve my dreams,
and always was tells me that even the most difficult task can be achieved if I
believe in myself.
To my brothers and sisters to bring a lot of happiness to me, as well as their
support and faith in my ability to succeed.
Name of Researcher
Majdi Suleiman
MBA Student
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Acknowledgement
I owe an eternal gratitude and special thanks to
MsKAREN WHARTON
Who stayed by my side and gives me a lot of invaluable support and

guidance me throughout this study.
For all my friends in the MBA class, thanks to each of you to helped me and
understood me in all of the moments of crisis.
Name of Researcher
Majdi Suleiman
MBA Student
iv | Entrepreneurship and ICT sector

Abstract
E
ntrepreneurship plays a significant role in economic development of a country while
it is also vital for every country in order to ensure higher employment rate and lower
poverty. Moreover, there are numerous other benefits of entrepreneurship such as
increased profitability, increase competitiveness and higher turnover when it comes to
organisational level. However, there are numerous economic aspects that are associated with
entrepreneurship such as GDP, GNP, and overall economic growth. Because when
entrepreneurship is followed in a region, it increases business in the region that significantly
increases the GDP, GNP and overall income of the country. Also, when entrepreneurship is
followed closely in the region, it ensures higher economic growth. In addition, entrepreneurship
is also crucial for many sectors of an economy such as IT, and manufacturing sector. Since then,
entrepreneurship and innovation are important for these sectors because they allow these sectors
to identify new ways to work efficiently and effectively.
On the other hand, when it comes to organisation aspects, entrepreneurship provides
numerous benefits to the organisation such as increased productivity, increased margins, and
higher revenues. The literature discussed entrepreneurship numerous times, and different authors
analysed the role of entrepreneurship with different economic as well as business aspects, but a
significant literature gap has identified in this study.
v | Entrepreneurship and ICT sector

In addition, the gap is that entrepreneurship is not discussed in regards to ICT sector of
Jordan. In contrast, there are some studied that discussed the economy of Jordan and
entrepreneurship, but those studies are limited to theoretical aspects. Therefore, the researcher
will analyse the impact of entrepreneurship on ICT sector of Jordan to assess that how
entrepreneurship is affecting the ICT sector of Jordan. Furthermore, this study aimed to evaluate
the relation between entrepreneurship and ICT sector of Jordan.
Finally, in order to achieve the aforementioned aims and objectives of this study the
researcher firstly conducted the literature review and found different theories of entrepreneurship
and related them to economic aspects. On the other hand, some empirical evidence is also
discussed related to the same topic in the context of different countries. Lastly, at this extent, the
researcher found that literature lack in provision of evidence based on entrepreneurship, ICT
sector of Jordan and Jordanian economy.
vi | Entrepreneurship and ICT sector

Table of Contents
Dedication ....................................................................................................................................... ii
Acknowledgement ......................................................................................................................... iv
Abstract ........................................................................................................................................... v
Table of Contents .......................................................................................................................... vii
List of Tables ................................................................................................................................. xi
List of Figures ................................................................................................................................ xi
List of Abbreviations ..................................................................................................................... xi
CHAPTER ONE: INTRODUCTION ......................................................................................... 1
1.1. Problem Statement .......................................................................................................... 1
1.2. Aim Of Study .................................................................................................................. 2
1.3. Objectives Of Study ........................................................................................................ 3
1.3.1. Outcomes Of Objectives ............................................................................................. 3
1.4. Rationale Of The Study .................................................................................................. 4
1.5. Significance Of The Study .............................................................................................. 4
CHAPTER TWO: LITERATURE REVIEW ............................................................................ 5
2.1. Overview ......................................................................................................................... 5
2.2. ICT Sector Of Jordan ...................................................................................................... 5
2.3. Entrepreneurship And Service Quality ........................................................................... 7
vii | Entrepreneurship and ICT sector

2.4. Entrepreneurship From Definition To Practice............................................................... 8
2.5. Theories Of Entrepreneurship ....................................................................................... 10
2.5.1. Schumpeter’s Theory Of Innovation ........................................................................ 10
2.5.2. Performance And Innovation .................................................................................... 11
2.5.3. Knights Profit Theory ............................................................................................... 11
2.5.4. Knight’s Theory Of Risk Bearing ............................................................................. 11
2.6. Impact Of Entrepreneurship On ICT Sector ................................................................. 12
2.7. Innovation, Entrepreneurship And Experts 911 Ltd ..................................................... 15
2.8. Practical Implications.................................................................................................... 15
2.9. Literature Gap ............................................................................................................... 16
CHAPTER THREE: RESEARCH METHODOLOGY ......................................................... 17
3.1. Overview ....................................................................................................................... 17
3.2. Research Philosophy ..................................................................................................... 17
3.3. Research Approach ....................................................................................................... 18
3.4. Research Method .......................................................................................................... 19
3.5. Data Collection ............................................................................................................. 20
3.6. Sampling Method .......................................................................................................... 21
3.7. Data Collection Tools ................................................................................................... 21
3.8. Sample Size................................................................................................................... 21
3.9. Data Analysis ................................................................................................................ 22
3.10. Company Standing ........................................................................................................ 22
3.11. Ethical Considerations .................................................................................................. 22
viii | Entrepreneurship and ICT sector

3.12. Hypothesis..................................................................................................................... 23
3.13. Justification of Selected Research Method ................................................................... 23
3.14. Summary ....................................................................................................................... 24
CHAPTER FOUR: RESULTS AND ANALYSIS ................................................................... 25
4.1. Overview ....................................................................................................................... 25
4.2. Reliability Analysis ....................................................................................................... 25
4.3. Pearson’s Correlation .................................................................................................... 27
4.4. Regression Analysis ...................................................................................................... 32
4.5. Significance of Selected Approaches and Methods ...................................................... 41
4.6. Findings Assessment Summary .................................................................................... 43
4.7. Applied Discussion ....................................................................................................... 43
CHAPTER FIVE: CONCLUSION AND RECOMMENDATIONS ............................................... 47
5.1.CONCLUSION ................................................................................................................. 47
5.1.1. Reviewing Literature Review ................................................................................... 47
5.1.2. Methodology Review ................................................................................................ 49
5.1.3. Overall Conclusion ................................................................................................... 52
5.2.RECOMMENDATIONS.................................................................................................. 55
5.2.1. Theoretical Underpinnings for Recommendation ..................................................... 56
5.2.2. Limitation of the Study ............................................................................................. 60
5.2.3. Future Recommendations ......................................................................................... 60
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5.3.PERSONAL DEVELOPMENT PLAN........................................................................... 63
5.3.1. Mapping the Current Skills ....................................................................................... 63
5.3.2. Areas of improvement and Action Plan .................................................................... 64
REFERENCES ............................................................................................................................ 65
APPENDICES ............................................................................................................................. 69
APPENDIX 1: Survey Questionnaire ....................................................................................... 69
APPENDIX 2: Detailed Information for This Study ................................................................ 75
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List of Tables
Table 1: Outcomes of Objectives .................................................................................................... 3

Table 2: Case Processing Summary.............................................................................................. 26
Table 3: Reliability Statistics ........................................................................................................ 26
Table 4: Correlations..................................................................................................................... 27
Table 5: Correlation Results Summary ......................................................................................... 31
Table 6: Hypothesis Assessment Summary for Correlation Test ................................................. 31
Table 7: Model Summaryb ............................................................................................................ 33
Table 8: ANOVAa ......................................................................................................................... 35
Table 9: Coefficientsa.................................................................................................................... 36
Table 10: Hypothesis Assessment Summary for Regression Analysis ........................................ 40
Table 11: Regression Results Summary ....................................................................................... 41
Table 12: Objective of this Study ................................................................................................. 43
List of Figures
Figure 1:Dependent Variable: Performance ................................................................................. 39
List of Abbreviations
ICT Information and Communication Technology
GDP Gross Domestic Product
GNP Gross National Product
EU European Union
xi | Entrepreneurship and ICT sector

1. CHAPTER ONE: INTRODUCTION
Entrepreneurship can be defined as the art of identifying new ways to make an existing
product more innovatively that can provide a competitive edge to the company or it is the way of
developing new things that have never tried before by anyone. In addition, (Bills, 2015), stated
that there is a significant risk associated with entrepreneurship because when anyone tries a new
thing, there are equal chances of failure and success, but if the idea becomes successful,
entrepreneur can take significant advantage and earn a higher profit while if the idea fails,
significant losses can occur. Moreover, those people who try innovative ideas are known as
entrepreneurs.
1.1. Problem Statement
The idea of entrepreneurship has been discussed numerous times in the literature, and
several pros and cons are also discussed many times in the literature. Furthermore, the most
significant advantage of entrepreneurship discussed by numerous authors is the higher amount of
margin that can be earned by entrepreneur (Al‐Dajani, et al., 2015). Moreover, entrepreneurship
can provide numerous benefits to a business organisation in terms competitive advantage, public
image, and enhanced profitability. Similarly, entrepreneurship has a significant impact on the
economy of a country since it can increase economic performance of the country. On the other
hand, there are no studies found in the literature that empirically analysed the role of
entrepreneurship in ICT sector of Jordan, specifically on Experts 911 Limited. This lack of
research is also considered as a significant gap that needs further investigation.
1 | Entrepreneurship and ICT sector

Furthermore, entrepreneurship and its role in Jordanian ICT sector have been discussed in
the literature fewer times but specifically, Experts 911 Limited was not the part of any study.
Therefore, the literature lacks in empirical evidence for the mentioned company.
1.2. Aim of Study
This study will focus on analysing the impact of entrepreneurship on ICT sector of Jordan.
Additionally, this study will focus on the relation among the industrial sector of Jordan and
entrepreneurship while the study will also evaluate the role of entrepreneurship towards ICT
sector of Jordan. However, analysing the ICT sector as a whole will be difficult because
secondary data is not available for this research. Therefore, the researcher will be focusing
towards one of the key players in ICT sector. As a result, Experts 911 Limited has been selected
as the target company for this study.
Since then, the company is working in the ICT industry and has numerous satisfied
corporate customers. Also, the company is engaged in the provision of software and cloud
solution services to small and medium sized companies. However, the company also have major
corporate customers such as Ericson and Intaj but the major focus of the firm is towards SMEs.
On the other hand, there are several sectors of Jordanian economy which required
entrepreneurship. But the most crucial sector is Information and Communication Technology
(ICT) because it is the most important sector that has to focus on innovation and
entrepreneurship due to many reasons. Therefore, this sector will be studied by examining
Experts 911 Limited in order to attain following objectives.

1.3. Objectives of Study
The following objectives are developed for this study
 To analyse the impact of entrepreneurship on Experts 911 Limited
 To evaluate the role of entrepreneurship in Experts 911 Limited
 To assess the relation between entrepreneurship and Experts 911 Limited’s
performance
1.3.1. Outcomes of Objectives
The following table will show that how the aforementioned objectives of the study will
be achieved.
Table 1: Outcomes of Objectives
Objective Method Outcome

Regression analysis will be used It is expected that the results of
To analyse the impact of and applied on primary data regression analysis will show
entrepreneurship on Experts 911 collected through positive impact of
Limited’s Performance employees of the selected firm to entrepreneurship on
achieve this objective. performance of the company.
Primary data collection will help
the researcher to achieve this The results of descriptive
To evaluate the role of objective since, after statistics will show a positive and
entrepreneurship in Experts 911 assessing specific dimension vital role of
Limited from descriptive statistics of the Entrepreneurship in terms of
data, the role of Experts 911 Limited.
entrepreneurship will become
clear in the context of Experts
911 Limited.
Correlation Analysis will be used If regression will show

To assess the relation in order to achieve this outcome. positive impact of
between entrepreneurship and Because results of correlation entrepreneurship on
Experts 911 Limited’s will show whether there is a performance, it is expected that
performance relation between said factors or the relation will be positive
not. among these variables.

1.4. Rationale of the Study
ICT sector is important for Jordan however, ICT sector of Jordan cannot be run without
entrepreneurship and innovation. Therefore, this study aimed to analyse the role of
entrepreneurship and innovation in ICT sector of Jordan. Moreover, the objectives of the study
above showed only a single company “Experts 911” because the company is standing between
top ten players of Jordan. Moreover, analysing the role of entrepreneurship and innovation in
Jordan will provide guidelines to policy makers that how to deal with this sector. Furthermore,
this study has revealed the importance of entrepreneurship and innovation in ICT sector of
Jordan. However, the entire sector was represented by a single company due to lack of data, but
still, this study has provided importance of innovation. Lastly, this study will allow regulators to
understand the role of innovation in ICT sector and to run it effectively in the future.
1.5. Significance of the study
Since it has been discussed earlier that the topic of this study has not been covered and
analysed in the literature, therefore, the study will provide numerous benefits to the literature
while scholars will also have numerous advantages from this study because this study will
explore new dimensions that are never discussed in the literature. The first and most significant
advantage which will be provided by this study will be the behaviour of entrepreneurship when
analysed in the context of ICT sector of Jordan by assessing it in terms of Experts 911 limited.
The next benefit of this study will be that this research will be used as a base or benchmark for
future when researchers will analyse similar factors in Jordanian ICT sector.
Finally, this study will provide guidelines to researchers, trainers, and practitioners about
entrepreneurship and its relation to Jordanian industrial sector.

2. CHAPTER TWO: LITERATURE REVIEW
2.1. Overview
The purpose of this literature review is to present theories, ideas, and concepts of
entrepreneurship. Moreover, the literature also focused on different aspects of the economy that
can be affected by entrepreneurship. Additionally, empirical studies will be also incorporated in
this section. Furthermore, the entire section based on different aspects of entrepreneurship such
as theories, concepts, and empirical reviews and above all, an impact of entrepreneurship on
different economic aspects will be discussed. On the other hand, an impact of entrepreneurship
on different aspects of Jordanian economy have also discussed in this section because the aim of
this paper is to assess the impact entrepreneurship on ICT sector of Jordan. Also, to achieve a
previously mentioned aim, firstly theoretical concepts of entrepreneurship are discussed and
critically analysed, later on, empirical studies and findings are discussed and evaluated.
However, all the previous factors are achieved and discussed in order to assess whether
entrepreneurship can be used as a strategic option for ICT sector of Jordan or not. Therefore,
different studies are analysed and critically evaluated and concluded that entrepreneurship could
be used as a strategic option for business or not.
2.2. ICT sector of Jordan
Information and Communication Technology or ICT sector plays a vital role in the
economy of every country because in today’s modern world where the world has become a
global village, ICT sector allows the economy to stay connected with other parts of the world
(Alhnity, et al., 2016).In addition, in terms of internal matters, ICT sector is crucial in order to
enhance the internal business of a country because without application of technology business is

impossible today. Similarly, in case of Jordan, the ICT sector is very important, it showed a
tremendous performance in past several years while the sector is accounted as a significant sector
in this economy. The characteristics of this sectors are dominated by first mover advantage,
rivalry for innovation and sprint for new and creative customer solutions (Alhnity, et al., 2016).
It has been identified by (Alhnity, et al., 2016), that Jordanian government has modernized 75%
of its ICT laws, in order to improve the business environment for local and international
investors. Furthermore, (Hattab, 2010), determined that the Jordan is considered to be the leader
in the region by establishing the first independent telecommunications regulator with the
objective of creating a fair, transparent and competitive investment environment in the whole
region. In addition to that, further, improvement is also observed as telecommunications and
Information Technology products have increased to be more than doubled in the last five years,
from USD 70 million in 2003 to more than USD 770 million in 2006. Total exports reached 25%
of revenues total growth in 2006 which represents about 18% growth in 2005. In this context,
similar growth rates are expected over the next five years. The country has recently launched an
online forum in the region of MENA. According to Mohammad Tahboub, president of the
Jordan Information and Communication Technologies Association (TICs), the aim of this forum
is to raise awareness of the latest trends and developments in the region. In this context, a large
number of experts in the sector around the world have been invited since it aims to favour
commercial relations and business alliances in this activity. The main goal of theconference is to
emphasize the importance of ICTs in order tostrengthening the economic growth and its relevant
role as a global strategic sector. This also aims to provide the opportunities to several
entrepreneurs to present their ideas, in order to facilitate their work in order to find investors. The
event is focused to host an exhibition of ICT solutions, software, services and products from

companies working on the development of games and digital content in the region. Bills
(2015)have stated that the organizers have unveiled the announcement of several strategic
alliances in the course of the forum.
In this context, many strategies have been launched by Jordan to booth the information
and communication technology (ICT) sector of theeconomy. As this sector contributes about 12
percent of gross domestic product (GDP). The plan was launched during the MENA 2016 ICT
Forum, which King Abdullah II of Jordan inaugurated in the presence of international and
regional experts and statesmen. One of the strategies is called “Scope 2025,” which aims to
create about 150,000 new digital jobs by 2025. The plan is a collaboration of public and private
actors and institutions headed by the Ministry of Information and Communications and
Technology and the ICT Association of Jordan. The strategy aims to increase overall gross
domestic product growth by between 6 and 8 percent. In this event, experts are focused to
discuss several key issues in the ICT industry regionally and globally.Moreover, there are
numerous players in this sector but some of the key players are Intaj Ltd, Experts 911 Ltd and E-
File etc. However, these players are considered as the movers and shakers of this industry
because they have the most significant market share of this industry. Additionally, all of the
above mentioned companies offer different products and services to their customers in order to
retain their customers by appealing creativity, entrepreneurship and innovation in their products
and services (Hattab, 2010).
2.3. Entrepreneurship and Service Quality
As per the study of (Bills, 2015), entrepreneurship is directly associated with the quality
of service or product because when an organisation focuses on innovation and creativity, or in
other words, when an organisation follows the concept of entrepreneurship, quality of its
products and services automatically increases. Since then, the employees of the company become
able to find new ways to please the customer through enhanced quality of the service or product.
Also, entrepreneurship can increase the quality of internal processes by giving new ways
of processing things that can save time and cost and allow the company to maximise margins.
2.4. Entrepreneurship from Definition to Practice
According to (Alhnity, et al., 2016), entrepreneurship can be defined as the process of
introducing a new product or service to the market. Moreover, entrepreneurship can be defined
as the process of focusing on finding new ways to improve an existing service or product.
Furthermore, entrepreneurship includes launching new services or products and running an
entirely new business that not exists in the market. In addition,(Bills, 2015) stated that those
people who run such risk and entrepreneurial business are known as entrepreneurs. Additionally,
entrepreneurship is not limited to provide new products or services to the market because it
involves risk taking and risk management because without taking the risk, entrepreneurship is
not complete. Furthermore, there are several studies in past that shown that numerous business
ideas failed in past that was focusing on entrepreneurship. Since higher risk was involved in
those businesses, and those entities failed to overcome that risk and eventually ended up with
losses.
Moreover, a comprehensive study on entrepreneurship was conducted by (Chen, 2014),
and under that, it was stated that the ultimate objective of entrepreneurship is to provide new
products and services to the market in order to earn a higher profit by taking a risk. However, it
was also discussed by (Gandelman, et al., 2014) that entrepreneurship is normally identified as
blue ocean strategy in strategic management because whenever an entrepreneur identifies a
market gap where no entity is doing business, in the language of strategic management, it is
called blue ocean strategy. On the other hand, whenever that blue ocean or that particular niche is
crowded by numerous rivals striving for the same business, that blue ocean automatically
converted into Red Ocean and profitability of businesses in that arena sacrifices.
In contrast, (Hattab, 2010) discussed that the aim of every business is to fill a market gap
while market gaps always exist and it is the innovative or creative mind of entrepreneurs that
allow them to identify those potential gaps and provide appropriate solution to the market in
order to increase their wealth and earn a higher profit. Moreover, filling market gap has a two-
fold effect. Firstly, if the entrepreneur successfully caters that market gap chances are that a huge
profit can be earned, on the other hand, if the entrepreneur fails to fill that gap successfully, the
chances are that the business will end up with a huge loss. Furthermore, there are several
examples in past that taught lessons about entrepreneurship because there are several success
stories and failure stories such as Apple Inc. Pie-face Ltd. Amazon and e-bay. All previously
mentioned companies include successful and unsuccessful stories of entrepreneurship. Since
Apple Inc. is famous across the world due to its innovative products and services that no other
companies are offering. The first success story of Apple was its iPhone. The idea of iPhone was
developed by Steve Jobs who identified a design of cell phone with no buttons (touch screen).
Initially, the idea was criticised by numerous industry analysts, but later on, iPhone hit the
market with huge revenue and then became a symbol of excellence and prestige (Mohammad, et
al., 2014).The second name quoted above is Pie-face which was an Australian baking company
that specialised in various types of cake and coffees among all products the specialty of that
company was to provide pie with different creative faces. Initially, the business earned above
average profits and ruled the market for a long time because there were no coffee makers and pie
bakers with similar offerings. Later on, there were several players that entered the market still

Pie-face competed them and made profits, but the management of the company started
manipulation in accounting policies and records that lead the company to significant losses.
Ultimately, Pie-face cooked his own cake due to frauds and manipulations and an innovative
business came to an end (Najim & Alnaji, 2013).
Similarly, e-bay and Amazon are examples of successful entrepreneurship since, both of
them started business initially as online booksellers, but afterward, they started to sell other
products from their online stores. Moreover, with a passage of time, both businesses started to
provide discounted deals, monthly subscriptions and free shipping services that attracted
thousands of customers to purchase goods from Amazon and e-bay. Afterward, previously
mentioned initiatives allowed Amazon and E-bay to dominate the online market and still, they
are working effectively across different countries (Naud & Wim, 2010).
2.5. Theories of Entrepreneurship
There are various theories that can be found from the literature that focuses on
entrepreneurship such as Marshall's theory of entrepreneurship, risk bearing theory, and
innovation theory. Moreover, there were numerous factors that were discussed under these
theories such risk associated with innovation, dimensions of innovation and core idea of
entrepreneurship. Therefore, these theories were considered for this study and were presented
briefly in order to explore an idea of entrepreneurship.
2.5.1. Schumpeter’s Theory of innovation
According to the Schumpeter’s theory of innovation, there are two core factors that allow
entrepreneurship to take place. The first reason is the cyclical instability and the second is the
economic growth. However, it was discussed in the study of (Naud & Wim, 2010), that

economic growth leads towards entrepreneurship because of emerging opportunities while
cyclical instability can lead towards innovation because of scared resources. On the other hand,
(Philips, 2016) stated that innovation is not only based on cyclicalinstability or economic growth
but it is also depdendent on needs of people because every product or service is considered as a
solution.
2.5.2. Performance and Innovation
Innovation has a direct relation and positive impact on theperformance of the company as
indicated by theories of entrepreneurship. However, the study of (Najim & Alnaji, 2013)
supported this idea because it was discussed in this study that whenever organisationsfocus on
innovation and entrepreneurship, its performance increases.
2.5.3. Knights Profit Theory
As per the knight’s profit theory, the mechanism of profit is not due to risk bearing, but it
is due to uncertainty bearing because whenever an entrepreneur makes a new idea, he has to bear
uncertainty. Therefore, profit is the reward of uncertainty, not arisk(Philips, 2016). On the other
hand, (Naud & Wim, 2010) claimed that risk and uncertainty have equal contribution to
entrepreneurship because if uncertainty is there, therisk is also there and if the innovator beats
uncertainty, not risk, the plan is not effective.
2.5.4. Knight’s Theory of Risk Bearing
Theory of risk bearing was adopted from initial theories of entrepreneurship. Moreover,
the theory was presented by Frank Knight to which he added the factor of risk for the first time.

Because risk was not considered before Knight's theory in literature. Also, the theory was
supported by earlier theories presented by different authors under which the core factor was
innovation and creativity. Moreover, the theory of Knight was cited by (Philips, 2016), under
which it was explained that Knight adopted initially presented economist model which claimed
that entrepreneurs were those agents who were supplying innovative and new goods and services
to the market. On the other hand, Knight added that risk is the core factor of entrepreneurship
because without bearing significant risk, entrepreneurship is incomplete. As per the discussion
above, it cannot be said that Knight made a significant contribution to the literature of
entrepreneurship. But the addition of Knight is extremely crucial for current literature since,
from the entire discussion presented above, it can be analysed that risk is the backbone of
innovation, creativity, and entrepreneurship. Therefore, it can be summarised that Knight made a
huge contribution to entrepreneurship. Later on, the theory of risk bearing expanded to the theory
of profit which was presented below. On the other hand, Knight’s Theory is considered as the
core of innovation, and that is the reason due to which the theory is being practiced at Experts
911 Ltd. Because the company focuses on innovation and entrepreneurship and therefore, a
significant risk is associated with the company’s products and services.
2.6. Impact of Entrepreneurship on ICT Sector
It has been discussed in literature a couple of times that innovation creativity and
entrepreneurship play a vital role in economy of every country because when entrepreneurship is
focused on a lot of people in an economy, numerous business opportunities arise and due to them
employment rate increases, literacy inclines and overall business of that country increases
(Summers, 2015). As per the detailed analysis conducted by (Yaseen, et al., 2016), it was

identified that there are several macroeconomic indicators that increase due to entrepreneurship
in the region. The first factor is GDP of that country, since, a business of the country inclines
followed by entrepreneurship because when entrepreneurship is focused in the country, people
come up with new business ideas and provide different innovative services to the market.
As a result, GDP of that country inclines because GDP is also the sum of produced goods
and services within a country during a year.Similarly, when GDP of the country increases due to
entrepreneurship, GNP also rises because GNP is also made up GPD while adding and
subtracting different factors into GDP. However, it was noted by (Zeitun & Tian, 2014), the
basic condition for higher entrepreneurship in a country is higher literacy rate and quality
education. Because innovation and creativity are not possible without significant learning and
experience curve and it can be attained only with high-quality education and literacy rate.
Moreover, it has been discussed that entrepreneurship increases the GDP and GNP of the
country, but it also increases the employment rate of that country followed by increased
businesses and increase employment opportunity. In other words, it can be said that whenever
entrepreneurship is higher in a country, unemployment becomes low that can be examined as the
most significant advantage of entrepreneurship.
In contrast, (Al‐Dajani, et al., 2015) explained that higher degree of entrepreneurship in a
country does not always put a positive impact because normally, entrepreneurship is subject to
short-term impact on an economy and whenever unemployment is concerned in the short run,
Philip curve is applicable. However, the concept of Philip curves simply defines that there is a
short-run trade-off between unemployment and inflation. It means that when inflation increases,
unemployment will decrease or vice versa.

Therefore, it cannot be stated that entrepreneurship will always increase economic
performance of any country because whenever unemployment decreases due to innovation or
identification of numerous blue oceans, inflation will increase.

2.7. Innovation, Entrepreneurship and Experts 911 Ltd
It has been discussed earlier that Innovation and Entrepreneurship are crucial for every
business but they are vital for ICT sector of Jordan. On the other hand, the entire study is based
on Experts 911 because ICT sector of the country has been presented through the performance of
this company. Therefore, it was important to discuss the degree of innovation and
entrepreneurship at Experts 911 Limited. Moreover, limited information was available about the
company but from that information, it was found that the company encourages and supports
innovation and entrepreneurship to support its business. In addition, the firm tries to provide the
most appropriate, cost efficient and innovative solutions to its customers that are only possible
through the use of innovation and creativity (Hattab, 2010).
2.8. Practical Implications
The researcher limited the study to ICT sector of Jordan. In addition, ICT sector was also
lacking in data, therefore, the researcher selected a key player from the sector in order to
represent the sector and to assess that how entrepreneurship affects the performance of the
business in ICT sector of Jordan. However, the study will be focusing on business practices of
the selected organisation that are linked to innovation and entrepreneurship while the study will
also focus that whether the practices of the company are towards increased customer experience
or easy internal processes to increase profit margins.

2.9. Literature Gap
There are different factors that are discussed in the entire literature such as basics of
entrepreneurship, its impact on economy and variables of entrepreneurship. Furthermore, an
impact of entrepreneurship on Jordanian Economy was also discussed. However, evidence based
on Jordanian economy was found from the literature, but this evidence was theoretical.
Therefore, it can be said that the most significant literature gap is an impact of entrepreneurship
on Jordanian because the empirical evidence was not found in a context of Jordanian Economy.
Moreover, there are no evidences related to the ICT sector of Jordan especially for Experts 911
Ltd and how the business is effected with entrepreneurship. Finally, it can be analysed that the
impact of entrepreneurship towards Jordanian ICT Sector has not studied in much detail.
Additionally, entrepreneurship and innovation are the keys for Experts 911 and ICT
sector of Jordan. Therefore, the researcher has linked ICT sector with the performance of Experts
911 because the company was among top ten players of this sector. In addition, the researcher
used this company to represent the entire ICT sector in Jordan while Innovation and
Entrepreneurship at Experts 911 have been assessed using primary data collected through the
survey questionnaire. Moreover, the survey questionnaire was used to collected data related to
innovation and entrepreneurship practiced at Experts 911. Lastly, results and methods have been
described in the study later on.

3. CHAPTER THREE: RESEARCH METHODOLOGY
3.1. Overview
In this section, different important factors of the study have been covered including the
method of this study, research approach, the philosophy used in the study, data collection modes,
tools of data collection, sampling techniques and data analysis. In addition, all the
aforementioned factors were used as per the aim and objectives of this study. However, all the
factors mentioned above were presented by (Saunders, 2011) in his research onion. Therefore,
the entire research onion was used in this study. Similarly, the pattern of this section was that the
researcher firstly presented the brief overview of the aforementioned factors and selected the one
used for this study. Additionally, the aim of this section was to clearly present the methodology
used in this study while this section also included a critical review of available research methods
and then chosen that method which was appropriate for this study. Lastly, all the layers of
research onion were briefly covered discussed and then used for this study.
3.2. Research Philosophy
As per the research onion presented by (Saunders, 2011), four common research philosophies can
be used in social research including positivism, realism, interpretivism and pragmatism.
In addition, all these philosophies have different specification and implications. Moreover, the
application of research philosophy decides all the remaining factors of the research onion and that is why
philosophy is considered as the most important factor of research. Additionally, (Bargate, 2012) discussed
that research philosophy is important in every study because it helps the researcher to decide the
approach,method, anddata collection tools and data analysis techniques. However, brief details of these
research philosophies in appendix 2.

All the philosophies have their own pros and cons but realism was most appropriate to
achieve aims and objectives of this study. while it was also interlinked with approach and
method of this study. However, the ICT sector of the country was large that cannot be studied
using the aforementioned philosophy, However, ICT sector was presented with a single SME
namely Experts 911, that was one of top 10 ICT companies in the sector.
3.3. Research Approach
As per the discussion of (Bauer & Auer‐Srnka, 2012), there are two research approaches
that are commonly used in social sciences including inductive and deductive approach. However,
the application, implementation, and usage of these approaches are different from each other.
Since the pattern of usage and method of application areentirely opposite to one another.
Therefore, both approaches cannot be used in one study at a time. However, (Childs, et al.,
2014), pointed out that research approach varies from situation to situation and philosophy to
philosophy since the philosophy of the study decides whether to apply inductive or deductive
approach.However, a brief detail of these research approaches in appendix 2.
In this study, the deductive approach has been utilised since realism was the research
philosophy and the aim of this study was specific as the researcher intend to assess
entrepreneurship in the context of Jordanian ICT sector, and the study was further specified to an
ICT company named Experts 911 Ltd. Lastly, all the approaches have their own pros and cons
as discussed earlier but the deductive approach was most appropriate for this study because the
core objective of this study was to analyse the impact of entrepreneurship and innovation on
performance of ICT sector of Jordan.

In addition, the selected approach helped the researcher to achieve aims and objectives of
the study and to answer the research questions. Because (Mauksch, et al., 2017) discussed that
deductive approach is the best way to analyse research problem when the objective is to provide
concentrated and focused results.
3.4. Research Method
According to the detailed analysis conducted by (Henderson, 2011), two common
research methods can be used in different studies including quantitative and qualitative method.
However, the emergence of modern research has provided a third method that is known as the
mixed method. In addition, there is nothing new in mixed method since it is the combination of
the quantitative and qualitative method. However, a brief detail of these three common research
methods in appendix 2.
In this quantitative study method has been utilised since the aim of this study could not be
achieved using the qualitative method because Entrepreneurship was not studied in detail in
relation to Experts 911 Ltd while the available data was also very limited. In addition, the
deductive approach was used in this study that also restricted the researcher to generalise
findings. Therefore, the mixed method was the most appropriate to continue this study.
Lastly, this study is based on a small company while the aim of this study was to present
the entire ICT sector with the help of a single company. Therefore, the qualitative method was
appropriate because there was only a single company. On the other hand, the objective here was
to present the entire sector therefore, the quantitative approach was selected because numbers
can present an industry more appropriately as compared to descriptions.

3.5. Data Collection
As per the comprehensive study conducted by (Hallinger, 2013), there are two types of
data including primary and secondary data. However, both types of data have different
requirements of utilisation. In addition, the main difference between primary and secondary data
is that primary data referred to the data that is fresh and used for the first time. On the other hand,
secondary data is past data collected by others and used numerous times in different papers. The
benefit of primary data is that it can provide fresh information while its reliability and validity
can be tested. In contrast, secondary data’s reliability and validity cannot be tested. Furthermore,
primary data is costly and requires more time to be collected while secondary data is easily
available and less costly. Moreover, primary data can be collected using questionnaires,
interviews, online surveys, etc. On the other hand, secondary data can be collected using
different online resources, libraries and other secondary sources such as online journals.
In this study, primary data has been used since, secondary data related to ICT sector of
Jordan especially Experts 911 Ltd was not available. As a result, the researcher collected primary
data from employees of the selected company.
In addition, the data was limited to entrepreneurship and how it can influence the
performance of the company. Moreover, sampling technique, sample size and tools of data
collection used in this study were presented in the next section.

3.6. Sampling Method
There are two common sampling approaches that are probability and non-probability
sampling. However, there are different other methods of sampling that fall under these two broad
sampling methods such as stratified sampling, quota sampling, convenience sampling
(Massingham, et al., 2012). On the other hand, non-probability sampling was used in this study
since it allowed the researcher to selected random samples. For further convenience, the
researcher used convenience sampling, as it allowed to collect data from those employees who
were interested in participating in this study. On the other hand, the reason behind not choosing
probability sampling was that it required appropriate population with the provision of equal
chances to them to participate in the study.
3.7. Data Collection Tools
There are numerous methods of data collection such as survey questionnaires, interviews,
online libraries and databases. But the data used for the study was primary. Therefore, the
researcher moved towards survey questionnaire and used it as the data collection tool. Another
reason for using survey questionnaire was that it provided quick data while the data was
quantitative; therefore, the questionnaire was given first priority. The survey questionnaire
included 10 different questions based on a Likert Scale from 1-5 (1= Strongly Disagree and 5=
Strongly Agree).
3.8. Sample Size
The target company of this study was having a total of 50 employees. Therefore, the
researcher provided 50 survey questionnaires to the company but 30 useful responses were
gathered and used in the study to continue the analysis section.

3.9. Data Analysis
Since the aim of this study was to explore entrepreneurship in ICT sector of Jordan and
then the sector was specified to a single company. The objectives of the study were an analysis
of impact and relation of entrepreneurship on the performance of the company.
Therefore, regression analysis and Pearson Correlation were used as the core statistical tools.
Lastly, all the statistical tools were processed using Statistical Package for Social Sciences.
3.10. Company Standing
Experts 911 is among top 10 IT companies across the country. However, the company
aims to serve SMEs and the company itself is an SME therefore, it employees less than 200
employees. In addition, the market standing of the company is outstanding because the company
is among top players of the industry. However, the size of Experts 911 is still medium because
the ICT sector of Jordan is in development phases. On the other hand, there are two close
competitors of the company including Polybusand Speakt while the company is managing
appropriately to compete successfully in the market.
3.11. Ethical Considerations
There were different ethical factors that the researcher considered when conducting this
study. These factors were autonomy, confidentiality and anonymity. In addition, the researcher
ensured that the data provided to him will not be published anywhere and will only be used for
this study. It was also guaranteed that respondents’ names will never be disclosed. Moreover, the
researcher ensured all the respondents that the data will be kept confidential and the researcher
will keep this data for three years and later on the data will be destroyed.

On the other hand, the researcher also ensured that the data will be used for the purpose
of this study and data will not be shared or publicised on any public source. In order to achieve
this milestone, the researcher took informed consent of respondent by adding a consent section in
the questionnaire and only those respondents filled the questionnaire who wanted to take part in
this researcher on their own consent.
3.12. Hypothesis
Correlation Test’s Hypothesis Regression Analysis’s Hypothesis

Entrepreneurship has no significant Entrepreneurship has no significant Impact
H0 H0
relation with Performance of Experts 911 the on Performance of Experts 911
Entrepreneurship has significant relation Entrepreneurship has significant Impact the
H1 H1
with Performance of Experts 911 on Performance of Experts 911
Innovation has no significant relation with Innovation has no significant Impact the on
H0 H0
Performance of Experts 911 Performance of Experts 911
Innovation has significant relation with Innovation has significant Impact the on
H2 H1
Performance of Experts 911 Performance of Experts 911
3.13. Justification of Selected Research Method
It has been discussed that quantitative method has been adopted in this study because the
aim and objectives of the study included different factors that could be only justified with the
help of quantitative method. The first objective of the study was to assess the impact of
entrepreneurship on the performance of Experts 911 limited. However, this objective could be
achieved by qualitative method but numerical results were able to provide a better understanding.
Similarly, the next objective of the study was to analyse the role entrepreneurship in Experts 911
limited,

while the last objective of this research was to evaluate the relationship between
Entrepreneurship and Experts 911 Limited’s Performance. On the other hand, previously
mentioned objectives could be only achieved with the help of statistical tools and numerical
results and that was the reason for using quantitative research method and other approaches. In
addition, another reason for using selected research approaches and methods was that the
researcher wanted to evaluate the performance of Experts 911 while the company was used to
represent the entire ICT sector in Jordan. Therefore, the researcher used discussed methods and
approaches for this paper. Moreover, it was also found while reviewing experts 911 that the
company supports innovation and entrepreneurial structure that allows it to increase its
performance and to satisfy its customers in a positive manner. Finally, the company supports and
encourage entrepreneurship because the company serves both SMEs and large corporate clients
by providing them innovative and creative ICT solutions.
3.14. Summary
There were different important factors of the study covered in this section including the
method of this study, research approach, the philosophy used in the study, data collection modes,
tools of data collection, sampling techniques and data analysis. However, all the factors
mentioned above were part research onion. Therefore, the entire research onion was used in this
study. Additionally, the pattern of this section was that the researcher firstly presented the brief
overview of all factors and then disused the selected strategy. Finally, the aim of this section was
to clearly present the methodology used in this study while this section also included a critical
review of available research methods.Lastly, the researcher summarises the entire section in
order to provide a brief summary of this section.

4. CHAPTER FOUR:RESULTS AND ANALYSIS
4.1. Overview
In this section, all the results of the study have been presented and interpreted. In
addition, the aim of this section was to analyse those results that were obtained by applying
statistical tools to the data collected. Furthermore, two statistical tools were used in order to
reach the results including correlation and regression analysis. Statistical tools were selected as
per the aim and objectives of the paper. Since the first objective of the study was to analyse the
impact of entrepreneurship the on Performance of Experts 911. Similarly, the next objective was
to evaluate the relation between entrepreneurship and performance of the selected company.
Therefore, regression was used to evaluate the influence of entrepreneurship on performance
while correlation was used to assess the relation between these variables. Additionally, three
different variables were used in the study including Entrepreneurship, Innovation and
Performance. However, the reason behind including innovation was that innovation and
entrepreneurship are interlinked. On the other hand, concluding anything, it was important to
analyse the reliability of data. Therefore, the reliability analysis was done using Cronbach alpha.
Lastly, results of the study were as under.
4.2. Reliability Analysis
Reliability analysis was used in order to evaluate whether the collected data was reliable
or not. In addition, a reliability test was also done using SPSS while another reason for using
reliability analysis was that whenever the researcher uses primary data, it is necessary to test the

reliability of data because if the data is not reliable, results can mislead the researcher. Therefore,
the researcher tested the reliability of data and found the following results.
Table 2: Case Processing Summary
Cases N %
Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
From the aforementioned table, it can be seen that there were 30 values in the data since
the sample size was 30. Also, all the samples were incorporated in the model due to which the
percentage was 100%. Later on, the results of Cronbach alpha were presented.
Table 3: Reliability Statistics
Cronbach's Alpha N of Items
.835 3
It can be seen from the aforementioned table, that there were 3 different items in the test
because there were three different variables. In addition, it can be seen that the reliability of the
data was 83.5% because the value of Cronbach alpha was 0.835. At this stage, it can be seen that
the data was reliable since the standard of Cronbach alpha suggests that the reliability should be
less than 70% and if it is less than 70% recollection of data is the only option. In this case, it can
be examined that the reliability was 83.5%. Therefore, it can be concluded that the data was

reliable and other statistical tools can be applied to this data. As a result, researcher moved on
towards other statistical tools and interpreted the results.
4.3. Pearson’s Correlation
A correlation test was used in order to assess the relation between Innovation,
Entrepreneurship, and Performance of Experts 911 Ltd. However, the researcher tested three
most important assumptions of correlation analysis including significance, the relationship
between variables and strength of the relation. Since then,(Jahamani, 2003) stated that whenever
correlation is applied on any data, the researcher should test the aforementioned assumptions, if
all of them are not satisfied, then there is no justification of correlation analysis. Firstly, the
researcher tested that whether there is a relation between variables or not and if so then what is
the significance of that relation. Later on, the researcher moved towards the strength and
direction of relation. However, the results of correlation analysis were as follows.
Table 4: Correlations
Entrepreneurship Innovation Performance
Pearson Correlation 1 .723** .778**

Entrepreneurship Sig. (2-tailed) .000 .000
N 30 30 30
Pearson Correlation .723** 1 .983**

Innovation Sig. (2-tailed) .000 .000
N 30 30 30
Pearson Correlation .778** .983** 1

Performance Sig. (2-tailed) .000 .000
N 30 30 30
**. Correlation is significant at the 0.01 level (2-tailed).

When the results of correlation analysis were analysed, findings showed that there was
around 72.3% relation between Entrepreneurship and Innovation. However, the relation was
statistically significant since the H0 of correlation analysis was rejected that was "there is no
relation between variables" because the p-value of the correlation was lesser than 0.05.
Moreover, strength of the relation was tested and findings showed that the relation was very
strong because the value was closer to 1. In addition, when the direction of this relation was
identified, findings revealed that the relation was positive because there was no negative sign
associated with the value. In addition, it shows that if entrepreneurship increases with 1 unit,
innovation will increase with .723 units.
Similarly, when the researcher moved towards next variables, it was found that there was
around 77.8% relation between entrepreneurship and performance of the company. Moreover,
the strength of this relation was strong while the relation was significantly positive analysed on
the same parameters used for the previous set of variables. It shows that if entrepreneurship
increases with 1 unit, performance will increase with .778 units. At this stage, it can be examined
that the entrepreneurship was strongly associated with performance and innovation. However,
the results of correlation analysis were backed by the literature. Since then, it was discussed in
the study of (Schiff, et al., 2015) that entrepreneurship, performance and innovation are closely
related to each other and if entrepreneurship increases, innovation and performance
automatically increase.
Later on, the researcher analysed the relation between innovation and performance in
order to assess whether there is a relation between innovation and performance or not. Results
between these two variables opened a new dimension for the study of the relation between

innovation and performance was higher than the relation between entrepreneurship and
performance.

Since the relation was 98.3% that showed that innovation is more closely related to
higher performance and if innovation increases with one unit, performance will increase by .983
units. However, these results were also backed with literature since, it was discussed in the
comprehensive analysis conducted by (Philips, 2016) that innovation is a breakdown of
entrepreneurship. Therefore, innovation normally has a stronger impact on performance, but in
the absence of entrepreneurship, innovation cannot work.
At this stage, results of correlation analysis were presented, and it was found that the
results were also supported by the literature. Findings from correlation analysis also showed that
if the company focuses on entrepreneurship and innovation, its performance will increase.
Afterwards, the researcher moved towards the next statistical tool that was regression analysis
and presented the following results.
Table 5: Correlation Results Summary
Variable Correlation Objective Literature Support
Entrepreneurship 1 - -
To find relation between Supported with the study of
Innovation 0.723 Entrepreneurship and (Hattab, 2010)
Innovation.
To find relation between Backed with the study of
Performance 0.778 Entrepreneurship and (Chen, 2014)
Performance.

Table 6: Hypothesis Assessment Summary for Correlation Test
Hypothesis Tested Result Testing Parameters
H0: Entrepreneurship has no significant Yes Rejected If sig or p-value is lesser
relation with performance of Experts 911 than 0.05, Reject H0 or
vice versa
H1:Entrepreneurship has significant relation with Yes Accepted If sig or p-value is lesser
performance of Experts 911 than 0.05, accept H1 or
vice versa
H2:Innovation has no significant relation with Yes Rejected If sig or p-value is lesser
performance of Experts 911 than 0.05, Reject H2 or
vice versa
H3:Innovation has significant relation with Yes Accepted If sig or p-value is lesser
performance of Experts 911 than 0.05, accept H3 or
vice versa
4.4. Regression Analysis
According to (Philips, 2016), when the aim of the researcher is to analyse the impact or
influence of a variable (Independent Variable or IV) on another variable (Dependent Variable or
DV) regression analysis can be used. In addition, there are different types of regression analysis
including Multiple Linear Regression, Simple Linear Regression, Logistics Regression and
General Linear Model, etc. However, in this study, Multiple Linear Regression or MLR has been
used because of the research objectives.

Furthermore, there are six different assumptions of MLR that should be satisfied in order
to present accurate and concrete results. These assumptions include Normality, lack of
Multicollinearity, lack of Heteroscedasticity, lack of autocorrelation, linearity and lack of
outliers. Therefore, all the aforesaid assumptions were tested in this study and results of MLR
were interpreted.
Table 7: Model Summaryb
Model R R Square Adjusted R Std. Error of Durbin-Watson

Square the Estimate
1 .988a .975 .974 .2377 .642
a. Predictors: (Constant), Innovation, Entrepreneurship
b. Dependent Variable: Performance
The above table was the first table of the regression model, from this table, different
important factors were analysed. Firstly, R was analysed that showed that there is around 98.8%
relation between IVs and DV of the model. Later on, R-Square showed that 97.5% impact would
of Entrepreneurship and Innovation will be accounted for as Performance. But R-Square was not
used for analysis because R-Square is used in SLR where there are a single IV and DV.
Therefore, adjusted R-Square was used for this model as the model was MLR. Moreover,
adjusted R-Square showed that 97.4% impact of IVs would be accounted for as DV. Lastly,
autocorrelation was tested from the same table using Durbin Watson statistics. It was found that
there was a slight autocorrelation between variables of the study because the value of Durbin-

Watson was .642 while the acceptable range is 1.5-2.5 but still the results were acceptable since
the data was limited.

Table 8: ANOVAa
Model Sum of Squares DF Mean Square F Sig.
Regression 60.291 2 30.145 533.715 .000b
1 Residual 1.525 27 .056
Total 61.816 29
a. Dependent Variable: Performance
b. Predictors: (Constant), Innovation, Entrepreneurship
From the aforementioned table, the most crucial factor of the entire model was analysed,
which was the significance. Moreover, from the above table p-value of the model can be seen
that was 0.000. It identified that H0 of the model was rejected which claimed that regression
model is inappropriate. The reason behind rejecting the H0 was that the p-value was lesser than
0.05.

Table 9: Coefficients a
Unstandardized Standardized Collinearity
Model Coefficients Coefficients t Sig. Statistics
B Std. Beta Tolerance VIF
Error
(Constant) -2.520 .505 -4.990 .000
1 Entrepreneurship .582 .178 .143 3.276 .003 .478 2.092
Innovation .709 .035 .879 20.105 .000 .478 2.092
a. Dependent Variable: Performance
The above table was the coefficients table and under that table different crucial factors
were discussed such as alpha and beta of the model. In addition, the alpha or intercept of the
model was -2.520 which showed that regardless of every IV, performance will remain -2.520. It
identified that Entrepreneurship and Innovation are extremely important for the ICT sector
especially for Experts 911 limited. In addition, it was revealed by the regression model that if
ICT sector of Jordan leaves focusing on Innovation and Entrepreneurship, the performance of
this sector will become negative. However, statistical significance was important to be tested
before interpreting anything. Therefore, the statistical significance of the intercept was tested,
findings showed that the intercept was significant because H0 of intercept was rejected which
claimed that the intercept is not statistically significant. On the other hand, the reason behind
rejecting the H0 was that the p-value of intercept was lesser than 0.05. As a result, it was

concluded that if Experts 911, does not focus on Entrepreneurship and innovation, its
performance will become negative.
Moreover, the researcher moved towards beta coefficients of the model; there were two
beta coefficients in the model including Entrepreneurship and Innovation. However, from the
results, it was found that Entrepreneurship had a positive value of .143 while innovation showed
a much stronger impact on performance since its value was .879. It identified that if
entrepreneurship increases with one unit, performance will increase with .143 units while it also
showed a positive impact of 14.3% of entrepreneurship on performance. In addition, innovation
showed a very strong positive impact of around 88% that revealed that if innovation increases
with one unit, performance will increase by .88 units. Furthermore, it identified that innovation is
more important than entrepreneurship, but entrepreneurship is also mandatory for the company
since entrepreneurship and innovation both goes hand in hand. However, before analysing
anything, the statistical significance of beta coefficients was important to be tested. Therefore,
the researcher moved towards the p-value of coefficients and found that the variables were
significant since the p-value of these variables was lesser than 0.05 which resulted in the
rejection of the null hypothesis and the H0 was that the variable has no impact on performance.
Therefore, it was concluded from the coefficients table that performance of Experts 911 was
heavily dependent on entrepreneurship and innovation. On the other hand, the results of
regression analysis were significant that confirmed that the company has to stick with
entrepreneurship and innovation in order to increase the performance. Additionally, the same
analysis goes for the entire ICT sector in Jordan since the company was one of the most pioneer
ICT companies of Jordan and therefore, it was assumed that the results for this company would
be implemented for the entire sector.

Furthermore, from the coefficients table, an important assumption of regression analysis
was tested, and that was Multicollinearity. However, Multicollinearity was tested using Variance
Inflation Factor (VIF) Tolerance statistics.

In addition, the values of VIF and Tolerance were .478 and 2.092 for independent
variables of the model. From these values, it was concluded that there was no Multicollinearity
in the data. Because the threshold of VIF is that the value should not exceed 10 while the
threshold of tolerance is that the value should not be lesser than 0.3. In both the cases the values
were satisfying the threshold points, and therefore, it was summarised that there were no issues
of Multicollinearity in the data. At this stage majority of assumptions of regression model were
tested and it was found that they satisfied their threshold points. Moreover, there were several
assumptions that were still remaining to be tested including linearity, normality and
Heteroscedasticity.
The following figure 1 was designed in order to test the remaining assumptions of MLR.
Figure 1:Dependent Variable: Performance

From the figure 1 above, it was analysed that the data was linear and normal having some
mild outliers. Because a majority of the scatters were closer to each other. The linear line shows
the regression equation while it can also be seen that majority of scatters are closer to the line.
In contrast, some scatters are far from the line, and those were the mild outliers of data.
Similarly, it can be seen from the figure above that the data had no Heteroscedasticity since the
scatters were showing consistency while they were not presenting an abnormal shape. Therefore,
it can be concluded from the analysis of the figure that the data was normal, linear and there was
no Heteroscedasticity. Therefore, it can be summarised that the results of regression model were
satisfactory and led the researcher to the right dimensions. The results of this paper were backed
with the literature, but for further convenience, the researcher provided a detailed summary of
findings in the next section.
Table 10: Hypothesis Assessment Summary for Regression Analysis
Hypothesis Tested Result Testing Parameters
H0: Entrepreneurship has no significant Yes Rejected If sig or p-value is lesser than
impact the on Performance of Experts 911 0.05, Reject H0 or vice versa
H1:Entrepreneurship has significant impact Yes Accepted If sig or p-value is lesser than
the on Performance of Experts 911 0.05, accept H1 or vice versa
H2:Innovation has no significant impact the Yes Rejected If sig or p-value is lesser than
on Performance of Experts 911 0.05, Reject H2 or vice versa
H3:Innovation has significant impact the on Yes Accepted If sig or p-value is lesser than
Performance of Experts 911 0.05, accept H3 or vice versa

Table 11: Regression Results Summary
Variable Regression Objective Literature Support
To analyse the impact of

Entrepreneurship Performance
Entrepreneurship .143 -
To assess the impact of Backed with the study

Innovation on Performance of
Innovation .879
(Chen, 2014)
Supported with the
- study of
Performance -
(Naud & Wim, 2010).
4.5. Significance of Selected Approaches and Methods
As discussed in the methodology of the study that realism was selected as the philosophy
while deductive approach and quantitative methods were used in order to achieve aims and
objectives of the study. However, the data was collected through survey questionnaire from 30
respondents of Experts 911. On the other hand, by collecting data from such small sample was
not appropriate to achieve statistical significance. But the researcher collected small data from 30
respondents because the selected company was an SME while the collected data was appropriate
due to which the researcher achieved statistical significance in all tools.
In addition, a small sample size was used in this study because it was aligned with the
philosophy and approach of the study. However, the study was narrowed down to a single
company to represent the entire ICT sector therefore, the researcher used a small sample.

On the other hand, an entire sector cannot be presented on qualitative basis therefore, the
researcher moved towards quantitative method. Furthermore, respondents of the study provided
significant data and participated positively in the study due to which the researcher achieved
significance in all the statistical tools. Moreover, the majority of the researcher were agreed on
the idea that Entrepreneurship and Innovation are closely and positively related to the
performance of the company and that is why results of correlation showed the same thing.
On the other hand, majority of the respondents showed their agreement with the idea that
Entrepreneurship and Innovation has a significant impact on performance of company. While the
same results were reflected in regression analysis. Moreover, the findings of this study were also
backed with the literature since, (Alhnity, et al., 2016) also studied the relation between
entrepreneurship, innovation and performance and found a positively significant relation.
Additionally, (Hattab, 2010) studied the impact of entrepreneurship and innovation on firm
performance and found a positive impact of these variables towards performance of the
company. Therefore, it can be concluded that entrepreneurship and innovation both are
extremely crucial for the company in order to enhance the performance and to work effectively
for the future.
Finally, as far as policies, strategies and practical implication for Experts 911 are
concerned, it can be said that the company has to focus on developing those mechanisms and
processes that can help the company to promote innovation and entrepreneurship. On the other
hand, the firm should also focus on hiring more entrepreneurs who can speed up the process of
innovation and creativity at experts 911 since the industry is evolving on a sprint based on
innovation and creativity. Lastly, the following table has been made in order to show the
processes that were followed in the study to achieve research objectives.

4.6. Findings Assessment Summary
The following findings were summarised from the study that helped the researcher to
achieve objectives of this paper.
Table 12: Objective of this Study
Objective Method Outcome

To analyse the impact of Regression analysis has been Results of regression analysis
used and applied on primary showed a positive impact of
entrepreneurship on Experts 911
data collected through entrepreneurship and innovation
Limited’s Performance
employees of the selected firm on performance of the company.
to achieve this objective.
To evaluate the role of Primary data collection has Findings from literature showed
been made by the researcher to a positive and vital role of
entrepreneurship in Experts 911
achieve this objective. Entrepreneurship in terms of
Limited
Experts 911 Limited.
To assess the relation between Correlation Analysis has been Results of Correlation analysis
utilised in order to achieve this showed a positive relation
entrepreneurship and Experts
outcome. Because results of between Entrepreneurship,
911 Limited’s performance
correlation showed whether Innovation and Performance of
there is a relation between said Experts 911.
factors or not.
4.7. Applied Discussion
The aim of this paper was to assess the role of entrepreneurship in Jordanian economy.
However, Jordanian Economy was very difficult to study at once. As a result, one of the most
vital segments of Jordan was selected for this paper. The selected segment was ICT sector of
Jordan. In addition, ICT sector was also vast, and that was impossible for the researcher to study

the entire sector because data collection was very difficult for the entire sector. Moreover, the
researcher selected a single company for this paper, and the company was Experts 911 Ltd. The
company was one of the most flourishing companies in the entire ICT sector. Furthermore, the
business of the company was provision of IT support and cloud services to small and medium
sized companies. On the other hand, the focus of that company was not limited to SMEs, but the
company also have numerous large clients.
After the selection of company and making the aim of this study specific to the company,
the researcher made different objectives. The first objective of the study was to assess the impact
of Entrepreneurship on the performance of the company. The second objective was to assess the
role of entrepreneurship in a performance of the company, and the last objective was to evaluate
the role of entrepreneurship towards performance. As a result, the researcher reviewed the
literature to find significant evidence about entrepreneurship, innovation, and performance. It
was found from the literature that innovation and entrepreneurship were closely associated with
the performance of the company.
Afterwards, the researcher collected data from 30 respondents who were employees of
the company. In addition, data collection was done using survey questionnaire. However,
a questionnaire was given to 50 respondents out of which 30 useful responses were received.

Additionally, regression and correlation were applied to the collected data, findings
showed that all the variables including innovation, entrepreneurship, and performance. The
reason behind incorporating innovation in the model was that entrepreneurship and innovation
are almost similar things, but innovation is a specific thing while entrepreneurship is a broad
concept. In contrast, results of correlation showed a high positive relation that was statistically
significant. On the other hand, the relation between performance and entrepreneurship was
positive and strong, but the relation between innovation and performance was much stronger
than the previous variable set.
Later on, results of correlation were supported by the findings of regression analysis,
since, regression analysis showed a higher impact of innovation on performance as compared to
entrepreneurship. Moreover, from the results of regression analysis, it was concluded that the
innovation and entrepreneurship both have a significant impact on the performance of the
company. On the other hand, these results were also supported by the literature. Lastly, it was
concluded that the company has to focus on innovation and entrepreneurship in order to further
grow its business. Lastly, same results were interpreted for the entire ICT sector since the
researcher assumed those same findings would be followed by the entire sector because
innovation and entrepreneurship are mandatory for the sector.
In contrast, different theories were used in the literature such as Knight’s Theory of Risk
Bearing. As a result, it was found that risk bearing theory suggested that risk is the core of
innovation and entrepreneurship while it was also found from the results of this study that
Experts 911 is involved in innovation and entrepreneurship. Therefore, it was concluded that the
company is taking the risk to innovate its services and offerings.

Furthermore, Schumpeter’s Theory of innovation was used under the literature section of
this study. While it was found from the study that the theory was being completely used by the
company because the company does not only focus on new inventions but it focuses on
identification of new ways to perform the same job. These ways include improved technology,
new methods, and new applications to innovate current thing while to develop new products.
Lastly, another theory was presented in the literature of this study and that was Knight’s Profit
Theory. Under this theory, Knight claimed that profit is a reward of bearing uncertainty, not the
risk because uncertainty is also associated with innovation along with risk. However, this theory
was also reflected at Experts 911 because the company also bears uncertainty and converts it into
the margin.
Lastly, Entrepreneurship theory of Alfred Marshall was also presented in literature and
when the results of this study were compared with the literature, it was found that the firm
closely follows this theory because human and capital are core factors of Experts 911.

5. CHAPTER FIVE: CONCLUSION ANDRECOMMENDATIONS
5.1. CONCLUSION
The aim of this study is to evaluate and assess the impact of entrepreneurship in
Jordanian ICT sector. The hypothesis testing in this research clearly signifies the impact of
entrepreneurship, innovation the on Performance of Experts 911, by the backing of results from
regression analysis and to evaluate the influence of entrepreneurship on performance. While
correlation was used to assess the relation between these variables. Quantitative research was
conducted to determine this aim of the study. Moreover, to evaluate, develop, and assess the
situation for the objectives part, qualitative research is used. In-depth analysis of ICT sector in
Jordan was conducted through interview sessions as well as the literature review. In addition, the
initial understanding of Entrepreneurship, Innovation, and Performance was conducted through
the qualitative study. The related research studies helped to determine all the factor and the
interview session helped in assessing the situation in regard to Jordanian ICT sector. Impact of
Entrepreneurship, Innovation was concluded through the research and positive answer was
received that ICT sector is very important for the region, as well as the growth and development
of the ICT sector, depends on innovation and entrepreneurship.
5.1.1. Reviewing Literature Review
There were no published studies, in which the role of entrepreneurship in the ICT sector in
Jordan was analysed. Therefore, the researcher has taken a literature from many studies related to
entrepreneurship and ICT sector to carry out a critical analysis of the study. Moreover, the

researcher did not find any study that analysed this relation in context of Experts 911 that is one
of top ten ICT companies in Jordan. Moreover, a significant gap in the literature was that ICT
sector of Jordan was not discussed in much detail with respect to entrepreneurship. However,
analysis of the ICT sector as a whole was difficult since secondary data was not available
therefore, the researcher focused on one of the main players in the ICT sector. As a result, 911
limited experts was selected as the target company for this study. The literature has been
reviewed by the researcher to find significant evidence about entrepreneurship, innovation, and
performance. It was found from the literature that innovation and entrepreneurship were closely
associated with the performance of the company. It has been further observed that company
operates in the ICT industry has many satisfied corporate clients. In addition, the company offers
software services and cloud solutions for small and medium enterprises. However, the company
also has the large customer base of corporate clients, such as Ericson and Intaj but the company
focuses on SMEs. In contrast, in the economy of Jordan, several sectors of the economy require
entrepreneurship. However, the most important sectors are information and communication
technologies (ICT) that should focus on innovation and entrepreneurship for many reasons. As
discussed in the literature review that entrepreneurship is the art of identifying new ways to make
an innovative product that can give a long-term advantage to organisation. It can be also defined
as the way to develop new things that have never been tested before. Moreover, studies
suggested that risk associated with entrepreneurship because when a new thing is tried, there are
equal chances of failure and success but if the idea is successful, the entrepreneur can take
advantage. It can be stated that people looking for innovative ideas are known as entrepreneurs.
In addition, entrepreneurship can provide numerous advantages to a business organization in
terms of competitive advantage, public image, and profitability. Similarly, entrepreneurship has a

significant impact on the country’s economy as it can improve the country’s economic
performance.
5.1.2. Methodology Review
The findings were a result of quantitative method approach and extracted through
primary data (survey questionnaires) and secondary data (literature review). The results were
clear enough to provide evidence on impact of entrepreneurship on ICT sector. The region where
the research was conducted is Jordan. The ICT sector was studied by analysing entrepreneurship,
innovation, and performance of Experts 911.
From the discussion above it can be summarised that the aim of this study was to analyse
the impact and relation of entrepreneurship and innovation toward performance of Experts 911.
Therefore, the researcher made a review of the literature and found that there were no specific
studies that followed the same aim. Later on, the researcher moved on towards the methodology
and decided on different tools and tactics to achieve the aforementioned aim.
As a result, different important factors of the study covered in methodology section such
as research approach, philosophy, data collection modes, tools of data collection, and data
analysis. Since then, Experts 911 Limited was the target company; therefore, the researcher
collected primary data from 30 employees of the company. Later on, the researcher used
different statistical tools in order to meet the aim and objectives of this study. In addition, three
different tools were used including reliability test, correlation analysis, and regression analysis.
The reason for using these statistical tools was that the researcher wanted to analyse the
relation between Innovation, Entrepreneurship, and Performance of Experts 911. Another
objective of the study was to analyse the impact of Entrepreneurship and innovation on the

performance. Therefore, the correlation was used for the analysis of relation while regression
was used to test the impact of innovation and entrepreneurship on performance.
Lastly, the reason for using reliability analysis was that the researcher wanted to test the
reliability of data because primary data requires higher reliability to provide appropriate results.
It has been showed by the findings of the study that all the variables including innovation,
entrepreneurship, and performance.
The main reason for incorporating innovation in the model is due to the fact that
information retrieved from other similar studies found that entrepreneurship and innovation are
almost similar things, but innovation is a specific thing while entrepreneurship is a broad
concept. In contrast, this study results of correlation showed a high positive relation that was
statistically significant. On the other hand, the relation between performance and
entrepreneurship was positive and strong, but the relation between innovation and performance
was much stronger than the previous variable set. Later on, results of correlation were supported
by the findings of regression analysis, since, regression analysis showed a higher impact of
innovation on performance as compared to entrepreneurship. Moreover, from the results of
regression analysis, it was concluded that the innovation and entrepreneurship both have a
significant impact on the performance of the company. On the other hand, these results were also
supported by the literature. Because it can be seen from the results that ICT sector is quite
important for the region while the growth and development of ICT sector are dependent on
Innovation and Entrepreneurship.
Lastly, it was concluded that the company has to focus on innovation and
entrepreneurship in order to further grow its business. Lastly, same results were interpreted for
the entire ICT sector since the researcher assumed those same findings would be followed by the

entire sector because innovation and entrepreneurship are mandatory for the sector.Results
showed that innovation, entrepreneurship, and productivity were reliable because of the value of
Cronbach alpha as the value was higher than 70% confirming that data was reliable.
Moreover, the reason for introducing innovations into the study was that entrepreneurship
and innovation are almost similar things; however, innovation is a specific thing derived from
entrepreneurship while entrepreneurship itself is a broad concept. On the other hand, correlation
results showed a high positive association between the aforementioned variables that were
statistically significant. Moreover, the relationship between efficiency and entrepreneurship was
positive and strong but the relationship between innovation and performance was much stronger
than the previous variables set. Afterwards, correlation analysis confirmed the results of the
regression analysis. Since then, regression analysis showed a great influence of innovation
business performance.
As per the results of the regression model, it can be concluded that innovation and
entrepreneurship have a significant impact on the company’s performance and therefore, it is
summarised that entrepreneurship and innovation are crucial for ICT sector of Jordan because
Experts 911 Limited was used to represent the entire industry. Furthermore, these results have
also confirmed the literature because it was identified that ICT sector was one of the core sectors
of the country.

5.1.3. Overall Conclusion
The quantitative analysis gives evidence that proves that null hypothesis is not
acceptable. However, the alternate hypothesis provides the evidence that Entrepreneurship and
Innovation have significant relation with Performance of Experts 911. In addition, concerning
literature from other studies, it can be stated that Jordan is one of the most developed countries in
the Middle East region in terms of ICT (Information and communication) (Bills, 2015). The
country has more than 400 companies specialized in this field, directly employing nearly 16,000
employees and contributing globally to more than 84,000 jobs. According to Intaj, Jordan’s ICT
Association, it is an industry that has grown rapidly and impressively, currently accounts for
14% of GDP while it is the third largest industry in the country.
The government has taken initiatives to develop it. Recognizing these strengths, Jordan
wants to become a regional or even a global leader in this field because its main strength is its
Human resources, as the country has a skilled workforce in this area. This important sector also
generates exports for the country mainly to the Gulf countries and the United States. In 2011,
these exports represented more than $ 235 million. These exports included software
development, media and animation, graphics, web design, and applications for mobile phones.
Furthermore, (Hattab, 2010) discussed that many foreign companies trust Jordan and its
know-how in this sector, due to that they have invested in the country. These companies include
Microsoft, LG, Yahoo, Oracle, Motorola, Samsung, Ericsson, Cisco, and HP. In addition, Jordan
is considered as the strategic place for the global services industry. The region has many assets
that make it an attractive place such as skilled and bilingual workforce that has expertise in
English and Arabic literature, it has an open economy that has flexible and business-friendly

legislation. Jordan is also part of the International Association of Outsourcing Professionals
(IAOP) in terms of the telecommunications sector by the time of its privatization in the 2000s.
The telecommunications market and the Telephony, in particular, has increased
exponentially because The Commission for the Regulation of Jordan Telecommunications (TRC)
reported that the number of mobile phone users has been increased from 3,138,000 in 2005 to
7,483,000 in 2011. Similarly, the number of internet users have been increased from 72,000 in
2005 to 3,137,000 in 2011. The evolution of the mode of consumption of Jordanian users is
explained among other things by the current competition in this market. In addition to the
previous discussion, (Jordan, 2016) highlighted the competition in this sector to show it’s
important and discussed that there are three main telephone operators in the region including
Orange, Zain, and Umniah. In the beginning of 2013, operator Zain had the largest number of
users with 3.63 million subscribers (38% of the market) followed closely by Orange with 3.35
million consumers (35%) and Umniah with 2.43 million Consumers (26%). According to TRC
data, these large number of users are also explained by operators; however, it has also been
claimed that attractive prices and superior quality services make Jordan the most competitive
country in the region of Middle East, behind Saudi Arabia. Lastly, it was concluded that the
selected company of Jordan should focus on innovation and entrepreneurship in order to
continue the development of business (Mohammad, et al., 2014). Finally, it can be seen from the
entire conclusion that results of this study were appropriate showing higher importance of
entrepreneurship and innovation towards firm performance while these results were also
supported by literature to a certain extent since empirical studies were not available. At this
stage, all the objectives and aim of the study were achieved and findings were disclosed. Lastly,

recommendations regarding the research topic as well as future research have been provided in
the next section.

5.2. RECOMMENDATIONS
It has been found by the study finding and literature reviewed in context to ICT sectors
and entrepreneurship that there are several opportunities in the ICT sector of Jordan but it also
has various challenges. Because Arab countries especially Jordan is moving further away from
the technological frontier as the life span of technologies has become shorter. The pace of
technological innovations is accelerating in an exponential form and now it is becoming more
intense. Furthermore, it has been found by discussing the impact of entrepreneurship on
Jordanian economy that costs of fundamental changes that result from the emergence of ICTs in
the economy are suspicious. Since then, there are several threats exist such as the increase in
unemployment that could result from ICT sector. ICTs like other new technologies create a bias
in favour of skilled labour because skilled labour is considered more valuable in Jordan
especially in the ICT sector. Therefore, it is recommended that professional biasness should be
eliminated form all sectors and further promote training and campaigns for improving skills of
all employees.
ICT tends to introduce new dependencies of Jordan both technically (through importing
computers and telecommunication technologies) and culturally (through the methods of
production and services that reduce the involvement of manpower). Thus, it can be stated that
ICT has a negative impact towards the economy of Jordan because ICTs reduce employment
either through the elimination of already existing activities or through the reduction of jobs for
the less qualified workforce. Therefore, following recommendations have been provided for the
ICT sector in order to overcome all the challenges and threats (Abdesamed & Wahab, 2014).

5.2.1. Theoretical Underpinnings for Recommendation
Concerning the research study by (Philips, 2016), broadly discussed the challenges and
threats particularly related to Jordan. It is considered as strategic geographical position and a
point of access for growing businesses because of its position and access to the Arab countries,
the United States and the European Union. The country is a Gateway to the greater Middle East
and North Africa (MENA) region and a market of more than 350 million consumers. It is a
territory, which is in constant contact with the West and the East. It is also committed to both
Europe and the United States on one side and with its neighbouring countries such as Iraq, Qatar,
and United Arab Emirates on the other (Abduljalil & Zainuddin, 2015). The impact of
entrepreneurship on the economy has been determined with reference to several research studies.
In addition, this study aimed to understand the role of innovation and entrepreneurship in ICT
sector of Jordan. On the other hand, Knight added that risk is the core factor of entrepreneurship
because without bearing significant risk, entrepreneurship is incomplete. It cannot be said that
Knight made a significant contribution to the literature of entrepreneurship. But the addition of
Knight is extremely crucial for current literature since, it can be analysed that risk is the
backbone of innovation, creativity, and entrepreneurship. Since then, it has been found that
Jordan is a country where ICT can be used for economic development with the support of
international organizations. Due to productive nature of ICT technologies, efficiencies and
productivity gains could be made in many areas. Because there are several opportunities that can
be availed by ICT sector of the country. ICTs seem to present new prospects for creation of new
niches of activities. Moreover, new opportunities in the labour market appear in the region
affected by unemployment that has been increased with a significant rate. On the other hand, it is

recommended for Jordan to focus on ICT sector because due to increased focus towards this
sector, the country can overcome unemployment.
Furthermore, new opportunities could be availed by Jordan because of the comparative
advantage (Al Harahsheh, 2014).As discussed in the literature that innovation creativity and
entrepreneurship play a vital role in the economy of every country because when
entrepreneurship is focused on a lot of people in an economy, numerous business opportunities
arise and due to them employment rate increases, literacy inclines and the overall business of that
country increases. In addition, the country has low-cost skilled labour force including engineers
and technicians. According to the comprehensive analysis conducted by (Santos, et al., 2016) the
Kingdom of Jordan has made great efforts to invest in Training for high technology. Specialized
information technologies were created in Jordanian universities during the last decade.
Moreover, a significant number of students graduated from these fields with an average of 5,000
to 6,000 graduates per year. Partnership Between the private sector and academic sector allows
these universities to fund projects for new graduates (Bargate, 2012).
It has been found from the review literature and study results that the kingdom has
quality infrastructures to accommodate the variety of companies specializing in this field.
Moreover, Jordan has a fully liberalized ICT sector since 2004 because Jordan is the pioneer in
the region in terms of Liberalization of the ICT sector. The Jordanian Telecommunications
Regulatory Commission has become the first independent body in the region. According to
(Yaseen, et al., 2016) legislation of the country is business friendly because a new law on
telecommunications is being drafted by the Ministry of ICT in consultation with industry
representatives. Therefore, it is recommended that Jordan should take initiative to develop
dedicated business Parks to promote Growth in ICT sectors. Quality infrastructure should be

located in strategic areas such as Amman and its Business Development Area Park and Irbid and
its development zone which are the two main cities of the country.
As these business parks offer all the comfort and an appropriate environment for better
productivity (Schiff, et al., 2015). The aim of this law is to regulate ICTs in Security and
confidentiality of data in order to ensure better protection for the consumer. The ICT also
benefits from the Investment Promotion Act, which stipulates that certain sectors defined by the
Government, such as ICT are exempt from tax on all exported goods and services. Moreover, the
tax is exempted, and customs duties are not applicable on all imported goods used in the
production of laptops, PCs, servers and related furniture. Since, it has been known that Jordan is
the leader in software development for the medical sector, insurance sector, banking sector, and
financial sector. Jordanian companies look for partners or create joint ventures with companies to
provide services. They themselves develop and provide complementary services to their
products. Additionally, Jordan is a leader in the region for the development and management of
applications on mobile phones mobile. Lastly, Jordan is the regional leader in outsourcing for the
ICT sector (Zeitun & Tian, 2014).It can be examined from the aforementioned section that there
are several opportunities for the ICT sector in Jordan such as expansion in medical, banking,
finance, and mobile apps sector.Moreover, ICT sector of the country can work appropriately to
avail all the aforementioned opportunities. Furthermore, it is recommended for the country that
the government should focus on expanding the ICT sector into the aforementioned industries.
Since then, there will be numerous benefits of this expansion. Moreover, it was discussed in the
literature of this study that entrepreneurship and innovation has a direct link with the economy of
the country. However, analysing Jordanian economy with respect to innovation and
entrepreneurship was not possible. Therefore, the aim of this study was narrowed down to ICT

sector of Jordan while the sector was also difficult to be studied. Therefore, the researcher
focused on a single company and that was Experts 911. In addition, the aforementioned
recommendations were subject to ICT sector of Jordan but these recommendations are also
applicable for the selected company.Because Experts 911 is one of the top players of ICT sector
of Jordan and therefore, it was selected to represent the entire sector. Moreover, it is
recommended for the company to follow all the aforementioned recommendations and work on
the expansion. In addition, it was discussed in the literature the company is focusing on SMEs.
However, it has some huge corporate clients such as Intaj, P&G, and other large organisations
but still, the main target market of the firm is SMEs. Therefore, it is recommended for the
company to work closely on expansion because the government has a keen focus on this sector
and there are several opportunities for the company. It is recommended for Experts 911 that it
should work in the same pattern while slightly adjusting its target market. In result, the company
should focus on capturing large corporate clients to expand its structure and business. It could be
analysed by the findings of the study that the current focus of the company is to work on real-
time data support and extraordinary customer service but still the company needs to work on
expansion and it should start focusing on different other sectors. This is due to the fact that
various international companies are coming in the region and they will try to capture highest
market share possible in pursuit of the higher return. At this stage, if Experts 911 does not focus
on expansion, it survival might become suspicious. In contrast, if the company focuses on
innovation and provides new solutions to its customers, it will definitely take first mover
advantage while it will be able to ensure higher growth.
Finally, it is recommended by reviewing the literature on ICT sector and from the
conducted study on Experts 911 that ICT sectors need to focus on expansion, innovation,

entrepreneurship, and creativity in order to secure its competitive advantage and to increase the
scope of business in Jordan. Lastly, all the mentioned recommendations will allow the Jordanian
economy to ensure higher economic stability and development.
5.2.2. Limitation of the Study
It is important to discuss limitations to facilitate future researchers through the research
and authenticate the results against the limitations to ensure significance. The results of this
research study might have influenced by the survey questionnaire. To get optimum results,
survey questionnaire could have been designed in a better fashion. Whereas, more precise results
could have achieved by increasing number of hypothesis and statements in each dimension.
However, increasing the number of statements would have reduced the interest of the survey
participants and making the questionnaire cumbersome. This is the fact behind making the
survey questionnaire simple and with the minimum number of hypothesis and statements. More
organizations and participants could have been involved to get wider review related to ICT
sectors for the quantitative part. Besides on the qualitative survey, more time should have been
provided to categorize respondents more precisely according to their age and work experience.
5.2.3. Future Recommendations
Taking into account future research, Jordan is playing an important role in the ICT sector.
It is recommended that future research is done in this regard to know the results at every span.
Moreover, the concept of entrepreneurship and innovation are also an ever evolving domain,
hence it should be studied in contrast to the latest concepts to enable up to date results.Primarily,
the studies should focus on creating awareness and delivering opportunities regarding the

government to provide jobs to less qualified ICT graduates that are facing problems and
difficulties related to employment. In addition, the government will be able to attract more FDI
towards the country because when the ICT sector will expand in other areas, those international
companies that are currently working in Jordan will try to expand their business in those areas.
However, new companies will also come in Jordan to expand their business.
It is recommended for the government of Jordan that it should focus on keeping
innovation and entrepreneurship top priority because without using innovation and
entrepreneurship, it would be impossible for the region to expand in other areas mentioned
above. On the other hand, when the ICT sector will expand in the medical sector, there are
different applications and software that can be made by the sector in order to take a competitive
edge.
Firstly, ICT experts can work on development of different software and application that
can provide higher integration to hospitals and other healthcare users. In order to achieve this
objective, ICT sector will have to follow innovation and entrepreneurship. Similarly, innovation
should be followed by the ICT sector if it moves toward financial services industry. However,
the mode of innovation would be quite different in this industry because there will be numerous
factors that should be kept under consideration when working for the financial servicing
industry.
The first factor would be the cost because financial industry normally works on low
margins and if ICT sector provides technologies for this sector on increased cost, moving toward
financial sector would not be an appropriate idea because financial servicing companies will not
purchase product and services from ICT sector.

Secondly, crucial factor would be integration and easy access towards information since
financial servicing industry requires data on daily basis while it requires high internal and
external integration to overcome all challenges and to serve their customers in an efficient
manner. Therefore, ICT sector should provide cost effective, integrated, and easy to understand
software and application to win the marketplace.
Thirdly, the last factor is the degree of after sales service and customer support, since
whenever a company uses a new system, bugs and errors occurs and to overcome these issues
companies required customer support and real-time after sales service. Therefore, it is
recommended for ICT sector that if it moves toward financial servicing industry, it should focus
on all the aforementioned factors to avoid any loss and to work successfully in the industry.
Moreover, it is also recommended for the ICT sector that innovation and entrepreneurship should
be used as the primary tool in order to win financial servicing as well as the medical industry of
Jordan.Another feasible expansion can be done by ICT sector of the country and that is
expansion towards mobile apps sector. However, the ICT sector is dominating in the sector but
still there is room for more services and products.
It is recommended for the sector that it should provide innovative apps and games to
mobile phone users in the region. Since it will allow the ICT sector to make more profit while it
will attract new users towards smartphones and that will ultimately boost the GDP. Additionally,
it will enable the ICT sector to make positive changes in the economy of Jordan. Further,
expansion towards mobile apps and games will enable the ICT sector to increase its revenue
because mobile users in the region are consistently increasing and that can be seen from the
literature of this study.

5.3. PERSONAL DEVELOPMENT PLAN
The core aim of MBA is to develop managerial and leadership skills among students.
Therefore, I started my MBA in order to attain leadership and managerial abilities. At the
beginning of this program, I was unable to manage crucial things such as time, workload,
assignments and overall work-life balance. However, with the passage of time, I started to learn
more things from my practical experience as well as courses of MBA. In addition, there were
several things that I learned from the entire MBA while there are various things that still require
improvement and development. Therefore, I mentioned thing in the following pattern.
5.3.1. Mapping the Current Skills
In this section, I mentioned my current state of knowledge in different areas of
Management such as accounting, financial management, researcher and leadership. In addition,
my current state of knowledge has been developed well with courses that I took in MBA.
Moreover, I got extraordinary knowledge of financial and managerial accounting that will allow
me to work appropriately in future and will also make me enable to focus on financial
management of that entity in which I will be working. In addition, this will help me to work
smoothly in my career because accounting and finance are crucial requirement of every
organisation these days.
Furthermore, I developed numerous marketing skills ranging from positioning of a
product to its branding and marketing strategies. On the other hand, this will also allow me to
focus on my career and help me to work in a more effective and efficient manner for my
organisation. Apart from skills and abilities, I successfully developed time management,
leadership and team management skills during my MBA because there were several courses in

the entire program that required time management, leadership and other managerial skills that
were proven helpful for me to develop aforementioned skills. Lastly, I developed research skills
in this project however, there were different other courses in the entire program that helped me to
develop research skills but this project was intense and I learned numerous things in this project.
Most importantly I learned in this project that how to make a quantitative study. Furthermore, I
learned that how ICT sector of a Jordan is contributing toward the economy while I also learned
about the importance of entrepreneurship and innovation in ICT sector of Jordan.
Finally, I learned numerous skills during the entire MBA while there are still some weak
areas that need development these areas are mentioned below.
5.3.2. Areas of improvement and Action Plan
There are several weak areas, which I should have to cope up, in order to become a
successful, effective and efficient manager for my employer. In addition, my first weakness is
short temperament as I lose my temperament easily. Therefore, I am working on stress
management techniques in order to become an effective employee. On the other hand, my second
weakness is lack of identification of opportunities. As a result, I will work on all those
techniques that allow a manager to identify opportunities in the market for an individual as well
as business. However, the best technique for opportunity identification is the researcher. In
result, I will be working on research as I learned so many things in this project that will help me
to overcome this weakness.
Finally, all the aforementioned steps will allow me to overcome aforementioned
weaknesses. Lastly, I will be working on my communication skills because communication skills
count a lot for a manager.

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APPENDICES
APPENDIX 1: Survey Questionnaire

Dear employee,
Thank you very much for participating in this important the questionnaire.
This The questionnaire will highlight explore entrepreneurship in ICT sector of Jordan and will
be used to measure the impact of Entrepreneurship on ICT sector of Jordan through the company
Experts 911 Limited Being one of the most flourishing companies in the entire ICT sector.
Therefore, I would be grateful if you would complete the questionnaire below.
Disclaimer
It is to inform the respondents or participants that provided data will be used only for this study
and will never publicised. Also, the researcher will keep this data for three years and then it will
be destroyed. In the meantime, the data will be kept confidential and names or any other personal
information of participants will never be disclosed. If you are agreed on these conditions, please
fill this survey otherwise return it.
Best Regards

Definition of Key Terms
Entrepreneurship
As per the analysis of (Chang & Chen, 2013), entrepreneurship refer to risk
taking, in other words, the process of taking risk while trying a new idea to develop
and innovative or creative product service or procedure is known as
entrepreneurship. Moreover, higher risk is normally associated with
entrepreneurship because the idea is new and never tried before.
Innovation
As per the comprehensive analysis of (Bauer & Auer‐Srnka, 2012),
innovation is something close to entrepreneurship while it can be said as the part of
entrepreneurship because it is the process of trying new and creative things to
reduce efforts and to provide something new. It can be the process of providing
new and creative offerings, services or procedures to reduce efforts and saving
cost.

 Note: Please fill this questionnaire and kindly avoid overwriting for the
convenience of Researcher.
Questionnaire
Q1: Entrepreneurship is important for IT companies?

 Strongly Disagree
 Disagree
 Neutral
 Agree
 Strongly Agree
Q2: Entrepreneurship is extremely important for ICT sector of Jordan?

 Disagree
 Neutral
 Agree
 Strongly Agree
Q3: Entrepreneurship has a significant association on performance of company?

 Disagree
 Neutral
 Agree
 Strongly Agree

Q4: Entrepreneurship has a strong relation with performance of ICT sector and Experts 911 Ltd?
 Disagree
 Neutral
 Agree
 Strongly Agree
Q5: Entrepreneurship allows the company to enhance its business’s strategic growth?
 Disagree
 Neutral
 Agree
 Strongly Agree
Q6: Innovation is heavily dependent on Entrepreneurship?

 Disagree
 Neutral
 Agree
 Strongly Agree

Q7: Innovation is impossible without entrepreneurship?
 Disagree
 Neutral
 Agree
 Strongly Agree
Q8: Innovation has a stronger relation with Performance of ICT sector of Jordan?
 Disagree
 Neutral
 Agree
 Strongly Agree
Q9: Innovation is the key to success for Experts 911 Ltd?

 Disagree
 Neutral
 Agree
 Strongly Agree

Q10: Innovation can help Experts 911 and entire ICT sector of Jordan to increase strategic
performance?
 Disagree
 Neutral
 Agree
 Strongly Agree
If you have any comments or suggestions, please let me know:
Many Thanks for Taking the Time to Fill Out the Questionnaire

APPENDIX 2: Detailed Information for This Study
1. Benefits and Challenges of Entrepreneurship
There are numerous benefits of entrepreneurship, at the same time there are various
challenges that entrepreneurs have to face.
Benefits of Entrepreneurship
Because whenever a new idea is considered
by an entrepreneur, comes excited for that idea.
Similarly, it allows an entrepreneur to enjoy the
Enthusiasm business idea and to explore it properly in order to
achieve aims and objectives of that particular
business.
Since, entrepreneurs are free to explore the
world that they want and there are no restrictions on
them, or there are no boundaries that they have to
restrict their thinking process. Moreover, it allows
Freedom them to think freely and dig deeper into market gaps
and find out with some innovative and creative
business or service ideas.
Because it enables entrepreneurs to stay

flexible about their business model and to focus on
different options in case of contingencies with the
present business model. Since it has been discussed
Flexibility earlier that there is a higher risk involved in
entrepreneurship, therefore, smart innovators keep
different options in their hand in order to avoid
failure of the business.

Challenges of Entrepreneurship
Initial Capital Chances of Failure
Since new businesses required large capital in Initially, it was discussed that business
order to start a new business and entrepreneurs under entrepreneurship is completely new to
normally lack to fulfil this condition. However, the market.
these funds can be generated from different venture Therefore, chances of failure become higher
capital firms, but still, the plan should be justifiable than success because sometimes new product
and genuine in order to get those funds appeals to fewer people. But before the success,
there is a significant barrier to launching the
business, and that is initial capital.
Competitiveness
Whenever a new business hits the market and capture a significant market share, many companies
try to copy the product or service that is dominating the market. Therefore, competitiveness becomes a
challenge on the other hand, sometimes it happens that some companies have the potential resource to
launch an innovative product or service but they do not offer it to avoid risk. But when an innovator
launches a similar product or service and captures a big market share, potential companies also enter in
that particular market and make it a red ocean. Moreover, this becomes a threat for the entrepreneur
because those companies which are already competing in the market have enough war chest of
resources to compete effectively and efficiently (Hattab, 2010).
Finally, it can be concluded from the entire discussion that there are several benefits of
entrepreneurship while it also has some drawbacks and challenges in the modern business world
that cannot be fully mitigated since entrepreneurship is risky, but the risk is considered as the
core of innovation.

2. Research Philosophy
As per the research onion presented by (Saunders, 2011), four common research philosophies can
be used in social research including positivism, realism, interpretivism and pragmatism.
Pragmatism Realism
It is considered as one of the most common It is one of the most commonly used modern
research philosophies. However, the reason research philosophies, according to (Beuckelaer &
behind its popularity is that it allows the Wagner, 2012). But common usage does not mean
researcher to assess the problem using mixed or that the philosophy is straight and simple.
multiple methods at a time.
In other words, the most significant benefit of However, there is no restriction on the method
using pragmatism is that the researcher can use and approach in this philosophy, but still, the
the quantitative and qualitative method at the process of study under this philosophy is very
same time. difficult. Since, the main assumption of this
philosophy is that the results, data collection, and
Furthermore, (Beuckelaer & Wagner, 2012)
discussed in his paper that pragmatism is used entire study should be based on reality.
when the aim of the study cannot be achieved by
On the other hand, this research philosophy
using quantitative or qualitative method alone.
Also, when the researcher used the mixed method, can be used by either using the quantitative or
there is no restriction about restricting the study to qualitative method because there is no restriction
one method. on the method but the method should fit the
content.
Additionally, there are several pros and cons
of pragmatism, the most beneficial factor of Similarly, there is no restriction about the
pragmatism is its widespread application in those research approach under this philosophy since the
studies which cannot follow mono method.
data collection and everything should fit the
Similarly, pragmatism is useful when the
researcher aims to address a new research issue content and based on reality.
using inductive or deductive approach. It means
that the application of this philosophy is not
limited to inductive approach.
On the other hand, (Beuckelaer & Wagner,
2012) pointed out that pragmatism and its
advantages are there, but the most significant
drawback is that it makes the study more complex
and complicated.

Positivism Interpretivism
It is one of the most common research The common philosophy is
philosophy is positivism, (Saunders, 2011). interpretivism,(Massingham, et al., 2012). From
However, positivism is a common approach, but it the name of this philosophy, it can be assessed
is used when the study is highly structured and that the study based on this philosophy should be
based on a single method. detailed and in-depth. Moreover, (Massingham, et
al., 2012) pointed out that interpretivism is
However, there are several restrictions under
considered as the most difficult research
positivism ranging from the approach to data
philosophy to consider because of its application.
collection and structure of the research (Saunders,
2011). Since positivism restricts the researcher to Since, there are several restrictions under this
use large sample size while large samples can be philosophy including approach, method, data
used either using quantitative secondary or collection and analysis. Because the first
primary data while qualitative data cannot provide restriction of the philosophy is that data collection
large samples. In addition, (Tsai, et al., 2011) and method of the study should be qualitative. In
discussed that qualitative data could be used under addition, interpretivism is used when the aim of
positivism but due to the restriction of highly the researcher is to evaluate a research problem in
structured paper, the researcher has to use large detail and to provide in depth and specific results.
sample size and qualitative data cannot be easily Therefore, inductive approach is normally used
collected using large sample size. Furthermore, under this philosophy.
this type of philosophy is normally used for those
Furthermore, the next difficulty of this
studies that are conducted by government or
philosophy is that qualitative data is used based
regulatory bodies such as Census. Additionally,
on small samples while the data collection is
the benefit of this philosophy is that it restricts the
normally done using interviews and in-depth
researcher to provided generalise findings based
investigations.
on deductive approach; therefore, the entire
procedure of the study becomes less difficult. Finally, the core of this philosophy is to
provide specific and detailed results that can help
However, the drawback of this philosophy is
the research to draw useful conclusions.
that it requires large sample size and that
increases the overall time of the study.

3. Research Approach
Inductive Approach Deductive Approach

Under this approach, the researcher A second approach is a deductive
starts work from personal observation (Kahl, approach. While, the pattern and process of
2016). Moreover, the research firstly observes deductive approach are entirely opposite from
a unique research problem and analyses inductive approach since, inductive approach
whether the problem has been discussed or end on theory while deductive approach starts
evaluated in the literature or not in order to with theory and ends on confirmation of
increase the significance of his observation. results. However, there are several other steps
Later on, the researcher makes a pattern of and procedures that fall under the domain of
research and decides the steps to be taken to deductive approach such as testing of actual
reach the final conclusion. Afterwards, the hypothesis and observation on results. On the
research makes a hypothesis. However, these other hand, (Mauksch, et al., 2017) stated that
hypotheses are not actual but tentative the pattern of deductive approach is that the
because at this study the theory for the researcher firstly picks up a theory for the
problem is not formed and the problem is also research topic, makes a hypothesis, test that
tentative because it is not backed by theory. hypothesis and observe results and finally,
Afterwards, the researcher finalises a theory conclude the results by making confirmation.
and ends up the entire process of the inductive Conclusively, both the research approaches
approach. On the other hand, (Gabriel, 2015), can be concluded in a single line that
stated that the entire pattern of inductive deductive approach is going from general to
approach is justified, but the deductive specific and inductive approach is it is vice
approach is normally used not for doing versa.
research but for making theories that can be
used in different studies.

4. Research Method
Qualitative Method Quantitative Method

The qualitative method normally uses The quantitative method as when the
small sample size since the data collection researcher base the entire study on numeric
tools under this method are different, and the values and results are provided in the form of
process of data collection is difficult(Bauer & numbers, this the method is considered as a
Auer‐Srnka, 2012). Because qualitative quantitative method(Henderson, 2011). On
method normally uses interviews and the other hand, the qualitative method is
observations of respondents etc. and these entirely different from quantitative method
methods require additional time and resources since there is no involvement of numbers
for data collection. On the other hand, under qualitative method and the results are
quantitative data can be collected using purely based on descriptions. Another
survey questionnaires, secondary databases, different between these two methods was
and other online sources. As a result, data highlighted by (Watson, 2012), since, it was
collection under quantitative method is less discussed that qualitative method is normally
time taken. In contrast, (Soni & Kodali, 2012) used for the provision of specific and detailed
discussed that another crucial difference results while a quantitative method is used for
between qualitative and quantitative method providing generic results based on numbers.
is that qualitative data is used when the
Mixed Method
researcher intends to study a specific research
The mixed method is the third type of
problem and aims to provide in-depth results
modern research methods(Chang & Chen,
while quantitative method is used when the
2013). However, there is nothing new in this
researcher is exploring a new thing under an
method, but the method is the combination of
already developed research topic. Therefore,
a qualitative and quantitative method. This
the findings of a quantitative method are
method is used when the research problem
generic.
cannot be analysed using a qualitative or
quantitative method.

The Impact of Entrepreneurship On ICT Sector of Jordan

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Sunderland Business School

Master of Business Administration (MBA)

The Impact of Entrepreneurship on ICT sector of Jordan

A dissertation submitted in partial fulfillment

Sunderland Business School - North East Of England

Statement of Originality and Authenticity

I confirm that the dissertation I am submitting is an original and authentic piece

referenced and acknowledged all material incorporated as secondary resources

in accordance with the Harvard System.

available on request in pursuance of any appropriate aspect of the marking and

moderation of the work within the University Regulations.

Name: Majdi Suleiman

ii | Entrepreneurship and ICT sector

encouragement throughout my life.

Also, to my dear mother, who has supported me more to achieve my dreams,

To my brothers and sisters to bring a lot of happiness to me, as well as their

support and faith in my ability to succeed.

iii | Entrepreneurship and ICT sector

I owe an eternal gratitude and special thanks to

Who stayed by my side and gives me a lot of invaluable support and

iv | Entrepreneurship and ICT sector

poverty. Moreover, there are numerous other benefits of entrepreneurship such as

increased profitability, increase competitiveness and higher turnover when it comes to

entrepreneurship is followed in a region, it increases business in the region that significantly

to identify new ways to work efficiently and effectively.

On the other hand, when it comes to organisation aspects, entrepreneurship provides

significant literature gap has identified in this study.

v | Entrepreneurship and ICT sector

the relation between entrepreneurship and ICT sector of Jordan.

sector of Jordan and Jordanian economy.

vi | Entrepreneurship and ICT sector

Table of Contents .......................................................................................................................... vii

List of Tables ................................................................................................................................. xi

List of Figures ................................................................................................................................ xi

List of Abbreviations ..................................................................................................................... xi

CHAPTER ONE: INTRODUCTION ......................................................................................... 1

1.1. Problem Statement .......................................................................................................... 1

1.2. Aim Of Study .................................................................................................................. 2

1.3. Objectives Of Study ........................................................................................................ 3

1.3.1. Outcomes Of Objectives ............................................................................................. 3

1.4. Rationale Of The Study .................................................................................................. 4

1.5. Significance Of The Study .............................................................................................. 4

CHAPTER TWO: LITERATURE REVIEW ............................................................................ 5

2.1. Overview ......................................................................................................................... 5

2.2. ICT Sector Of Jordan ...................................................................................................... 5

2.3. Entrepreneurship And Service Quality ........................................................................... 7

vii | Entrepreneurship and ICT sector

2.5. Theories Of Entrepreneurship ....................................................................................... 10

2.5.1. Schumpeter’s Theory Of Innovation ........................................................................ 10

2.5.2. Performance And Innovation .................................................................................... 11

2.5.3. Knights Profit Theory ............................................................................................... 11

2.5.4. Knight’s Theory Of Risk Bearing ............................................................................. 11

2.6. Impact Of Entrepreneurship On ICT Sector ................................................................. 12

2.7. Innovation, Entrepreneurship And Experts 911 Ltd ..................................................... 15

2.8. Practical Implications.................................................................................................... 15

2.9. Literature Gap ............................................................................................................... 16

CHAPTER THREE: RESEARCH METHODOLOGY ......................................................... 17

3.1. Overview ....................................................................................................................... 17

3.2. Research Philosophy ..................................................................................................... 17

3.3. Research Approach ....................................................................................................... 18

3.4. Research Method .......................................................................................................... 19

3.5. Data Collection ............................................................................................................. 20

3.6. Sampling Method .......................................................................................................... 21