THE EFFECT OF COMPUTERIZATION ON SERVICE DELIVERY
ABSTRACT
The study was about The Effect of Computerization on Service Delivery in Airtel Uganda.
The study was carried out in Nakawa division, Kampala district.
Both primary and secondary data was collected using the questionnaires and review of the existing literature respectively.
A questionnaire was designed which covered the employers, employees and customers of Airtel Uganda.
The study showed that most respondents were in agreement that computerization contributes a lot to service delivery in Airtel Company and they pointed out the major reasons for their argument.
Recommendations and conclusions were drawn among which included the following,
Reducing on the calling rates especially to make Airtel to Airtel call rates slightly cheaper than calls to other networks such that Airtel service consumers can enjoy a benefit over the other networks so that they can stick to Airtel
Sensitizing the public on Airtel’s services and products available and this includes services like mobile money, internet connectivity and sim swaps and replacements. This is because some customers are not aware of these services and this forces some of them to shift to other networks.
Need to improve on their customer care department so that incase a customer calls in for guidance, he can be picked up in a polite and professional manner and be guided in line with the services they offer.
Use of sales promotion and samples such as offering sales and trade discounts to their customers and also providing samples and training on how to use their products and services so as to capture their attention towards their products and services.
CHAPTER ONE
1.0 Introduction
Use of highly sophisticated and modern technology in service companies has taken root since the industrial revolution took effect many years ago. The improvement in technology has eased for example communication and service delivery in all sectors in different countries. In Airtel telecommunication company computerization as a form of technological advancement ensures effective feedback from clients in the quickest period of time possible. The proposed study is aimed at establishing the implication of computerization to service delivery in airtel Telecommunication Company since it is not clear whether computerization is the only contributing factor to effective service delivery in the Airtel telecommunication company.
This particular factor presents the background of the study, statement of the problem, purpose of the study, objectives of the study, research questions and the scope of the study.
1.1 Background
In the recent years organizations have witnessed and adopted the phenomenal rise of computer technology as has progressed from bulky to unwidely equipment rarely found outside the scientific research laboratories and to hand and adoptable person raised tools. French (2000)
In Uganda every one and every organization is touched by computer technology to some degree. Computerized data takes place, for example in daily life such as depositing and withdrawing money in banks. The role of computers in society is too wide and they are widely applied almost in every aspect of life, for example mostly in business/commerce and leisure.
By definition, computerization is the application of computers and other associated accessories for the collection, storage, and manipulation of data to produce, present and communicate information with an intention to improve service delivery to customers mostly in profit making organizations.
Many organizations in Uganda have adopted the use of computers because of the advantage/benefits they accrue such as faster processing than manual systems. This is because they are always more flexible and once produced it is in a form suitable for communication to other people or organizations. Trevor (1994)
Lazo (1985), asserts that the attitude of service delivery providers both managers and employees applied must be aimed at developing a good working relationship and ensure handling of customers in the course of service delivery. A service is a product but is perishable and has intangible attributes.
A service oriented organization such as Airtel Uganda has specific duties of efficiency and customer based; its customers must be served with efficiency. This calls for placing a high priority on delivery off personalized and efficient customer service. The desire to deliver quality services has motivated most organizations to invest heavily and computerize their system of operation. It is believed that an organization with a computerized system can deliver quality service to its clients.
Many service organizations in Uganda have adopted the use of computers so ads to ensure service delivery despite the limitations of computerization such as high initial costs, breakdowns, complex programming and lack of skilled manpower to operate the computers.
Airtel Uganda is an established electronics company specializing in mobile phone sales, Airtel airtime sales and distribution supplying phones in Europe, Asia and Africa with annual sales turnover of a million handsets.
Airtel Zap. Airtel Uganda offers an instant money transfer service which operates using our various outlets around the country. Mobile Money is a safe and easy way to get money to your loved ones using your mobile phone! Parcel Delivery Service
Airtel partnered with Fedex Express to offer timely and safe delivery of your parcels to locations around the country as well as abroad.
Airtime Sales We offer Airtime sales for all network operators.
DSTV Supplier We have a partnership with DSTV to make your DSTV subscriptions and payments easier.
1.2 Statement of the problem.
The use of computers in Airtel Telecommunication Company started way back in 2003 when the introduction of sophisticated technology was realized however, all customers needs have not been met especially in the customer care departments, the networking department, production and marketing departments due to a number of complaints raised by employers themselves and the mass switching of customers to other networks..
The implication of computerization to service delivery thus not being clear in Airtel Telecommunication Company
In the wake of the above therefore, one would thus be interested to generally ascertain the relationship between computerization and service delivery in Airtel Telecommunication Company
1.3 Purpose of the study.
To establish the extent to which computerization has affected service delivery in Airtel Uganda.
1.4 Objectives of the study.
The major objectives of this study intend;
- To establish the level of computerization in Airtel Uganda.
- To evaluate the level of efficiency on service delivery at Airtel Uganda
- To establish the relationship between Computerization and Service delivery.
1.5 Research questions
- What is the level of computerization in Airtel Uganda?
- What is the level of service delivery in Airtel Uganda?
- What is the relationship between Computerization and service delivery?
1.6 Scope of the study.
This section outlines the limits of the study such as the geographical scope, conceptual scope and the time scope.
1.6.1 Geographical scope
The researcher intends to carry out the research in Airtel Uganda.
1.6.2 Content scope
The study focuses on establishing the effect of computerization on service delivery in an organization. Computerization being the independent variable and service delivery being the dependent variable. Both primary and secondary data will be collected and analyzed for future interpretation basing on those two variables.
1.6.3 Time scope
The researcher intends to cover the period 2010 − June 2011.
1.7 Significance of the study
i) The study will be of high benefit to Airtel Uganda in a sense that it will provide a useful framework for analyzing the strategic significance of information technology and to diagnose their current approach as a mode of improving performance.
It leads to widening business scope, improving services, targeting markets, adding value to the service, effective management, improving delivery of information, strategic alliance based on information technology and providing a just in time service.
ii) The study will benefit to the government, since information technology provides timely, accurate, relevant and reliable data, this is very useful to the government towards decision making, problem solving, planning and control and management of the trend of economic activities within the country. Information also helps to avoid the duplication of government efforts and wastage of resources thus enhancing productivity.
iii) The study will be of great benefit to smaller firms or individuals hat are intending to introduce information technology to guide them to avoid problems in information and reduce costs of operation.
The study will also equip students with knowledge especially those interested in carrying out the findings on the impact of computerization on the performance of business sectors.
CHAPTER TWO
2.0 Literature Review
2.1 Introduction
The review of relevant literature is the main topic of this chapter. A literature review covers theoretical and methodological contributions to a certain issue in addition to the state of knowledge at the time of writing. It provides information about the state of the art in relation to the subject you are writing about. It examines the body of work on the chosen subject. The literature evaluation in this study comprises the …
Procedure for Downloading the PDF (Docx) Material
The Effect of Computerization on Service Delivery can be downloaded by requesting the full set of materials at the project or seminar cost. The document will be sent via Microsoft Word (MS-Word) format via WhatsApp (e-mail) following payment confirmation.
| Seminar Material Cost ₦3,000 | Project Material Cost ₦5,000 |
Request Complete Material
 | Click here to request the Complete Material via WhatsApp including;
|
TABLE OF CONTENTSPRELIMINARY PAGES
- Title page
- Approval page
- Dedication
- Acknowledgement
- Table of Contents
- Abstract
INTRODUCTION
- 1.0 Introduction
- 1.1 Background …
- ⋮
LITERATURE REVIEW
- 2.1 Introduction
- 2.2 Conceptual Review
- 2.3 Theoretical Framework
- ⋮
- 2.4 Empirical Studies
CHAPTER THREE
RESEARCH METHODOLOGY
- 3.1 Introduction
- 3.2 Research Design
- 3.3 Population of Study
- 3.4 Sampling and Sampling Technique
- 3.5 Validation of Research Instrument
- 3.6 Method of Data Collection
- 3.7 Method of Data Analysis
- 3.8 Questionnaire Administration
- 3.9 Ethical Consideration
- 3.10 Statistical Analysis
CHAPTER FOUR
DATA ANALYSIS, RESULT AND DISCUSSION
- 4.1 Introduction
- 4.2 Presentation and Analysis of Data
- 4.3 Re-statement of Research Questions
- 4.4 Test of Hypotheses
- 4.5 Discussion of Findings
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
- 5.1 Introduction
- 5.2 Summary of Findings
- 5.3 Conclusion
- 5.4 Recommendation
- 5.5 Suggestion for Further Study
REFERENCES
APPENDIX A - “QUESTIONNAIRE”
Disclaimer for Complete Material Utilization
The displayed research work titled "The Effect of Computerization on Service Delivery" is stated as a research guideline towards accomplishing your assigned project / seminar research work. All the research materials on this website are ONLY for research purposes and should be used as a guideline in developing your research work. For no reason should you copy word for word as projectlist.com.ng will not be liable for any who copied the material. By ordering the complete research guideline, it signifies that you've accepted our terms of service.
PRELIMINARY PAGES
- Title page
- Approval page
- Dedication
- Acknowledgement
- Table of Contents
- Abstract
INTRODUCTION
- 1.0 Introduction
- 1.1 Background …
- ⋮
LITERATURE REVIEW
- 2.1 Introduction
- 2.2 Conceptual Review
- 2.3 Theoretical Framework
- ⋮
- 2.4 Empirical Studies
CHAPTER THREE
RESEARCH METHODOLOGY
- 3.1 Introduction
- 3.2 Research Design
- 3.3 Population of Study
- 3.4 Sampling and Sampling Technique
- 3.5 Validation of Research Instrument
- 3.6 Method of Data Collection
- 3.7 Method of Data Analysis
- 3.8 Questionnaire Administration
- 3.9 Ethical Consideration
- 3.10 Statistical Analysis
CHAPTER FOUR
DATA ANALYSIS, RESULT AND DISCUSSION
- 4.1 Introduction
- 4.2 Presentation and Analysis of Data
- 4.3 Re-statement of Research Questions
- 4.4 Test of Hypotheses
- 4.5 Discussion of Findings
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
- 5.1 Introduction
- 5.2 Summary of Findings
- 5.3 Conclusion
- 5.4 Recommendation
- 5.5 Suggestion for Further Study
REFERENCES
APPENDIX A - “QUESTIONNAIRE”
Disclaimer for Complete Material Utilization
The displayed research work titled "The Effect of Computerization on Service Delivery" is stated as a research guideline towards accomplishing your assigned project / seminar research work. All the research materials on this website are ONLY for research purposes and should be used as a guideline in developing your research work. For no reason should you copy word for word as projectlist.com.ng will not be liable for any who copied the material. By ordering the complete research guideline, it signifies that you've accepted our terms of service.
Frequently Asked Questions (FAQ)
Can the material for “Perceived Effect of Solid Waste Disposal Techniques on Health Status of Community Residents” be used as a guide for Community Health Project?
Yes it can be used — The study assessed the perceived effects of solid waste disposal techniques on health status of residents in Igando Local Government Area. Four (4) Local Communities Development Area Ifeoluwa, Banjo, Feyintola and Oduduwa. The descriptive research method was used in carrying out the study. The population for the study was people within the age bracket between 18-50 and above (male and female) in Igando Local Government Area of Lagos state which constitutes a total number of 4,640. The sample size comprised 350 individuals within the age bracket between 18-50 and above who reside in four communities in Igando. Data collection was done with a 20 item validated questionnaire. Descriptive survey method was used for the study. Data analysis was done using the …
Can the material for “The Effect of Compensation on Employees Productivity” be used as a guide for Industrial Relations and Personnel Management (IRPM) Project?
Yes it can be used — Compensation is recompense, reward, wage or salary given by an organization to persons or a group of persons in return to a work done, services rendered, or a contribution made towards the accomplishment of organizational goals, and any organizations who fail to compensate its employee adequately may not be able to achieve. Based on above premises, this research study was set out majorly evaluate various mechanism of compensating workers, ensuring good productivity and in a view of archiving organizational goals. The study was carried out with the use of questionnaire research instruments, whereby hundred respondents were elicited information from with the aid of questionnaires. The study reveal that if all forms of incentive (Fringe benefits, adequate compensation, training and better remuneration etc.) were …
Can the material for “Public Perceptions of the Effects of Marital Infidelity on the Family” be used as a guide for Sociology Project?
Yes it can be used — The impact of staff training on the performance of local government area staff in Anambra state has many problems affecting it. These include lack of well articulated policy guidelines, no parameter for identification of workers’ needs, no definite job analysis and job description; indiscriminate staff training that has no relevance to their tasks. The problems of inadequate infrastructures, no personnel, ineffectiveness and inefficiency on the part of the workers affect them in their job performance. The call for training is very important as it will enhance development of new skills, attitudes, as well as understanding of new ideas and technology which the local government workers do not have but are need for optimal job performance. For any organization to survive the …
Can the material for “Role of Commercial Bank in Industrial Development” be used as a guide for Banking and Finance (BF) Project?
Yes it can be used — The ability of any nation to sustain growth and development to a large extent depends on a number of factors, of which banking is once. Hence, it becomes imperative to note that banking started not as a chance phenomenon rather, for the basic social and economic needs of the Society. The purpose of this study is to carry out a research on the role of commercial Banks in Industrial development of Onitsha. For this purpose data were obtained from the bank, questionnaires were distributed, finance and analyzed from the data analysed and hypothesis tested, it was found that through some of the industrialists were of the opinion that commercial bank have not contributed to the development of their industries should not …
Can this topic “Revenue Generation, Utilization and Grassroots Transformation in Nigeria” be used for Public Administration (PA) Project?
Yes it can be utilized for research — Revenue generation in the public sector is very important because of demand for economic development. This study examined Revenue Generation, utilization, grassroots transformation and accountability in Uyo Local Government Council. It employed descriptive and analytical approaches. A total number of forty (40) respondents out of fifty (50) were selected. Data were collected mostly from questionnaire and interview data collected, were analyzed using simple percentage while chi-square statistic was used for testing the hypotheses. The study revealed that, there is a significant relationship between revenue generation, utilization, grassroots information and accountability for any meaningful development in a local government. The study recommended strict implementation of financial regulation policies, funds control techniques, regular auditing and implementation of penalties for tax defaulters. …
Can the material for “Teachers and Students Perceptions of Problems Affecting Effective Teaching and Learning of Social Studies in Primary Schools” be used as a guide for Social Studies Education Project?
Yes it can be used — Social studies is the integrated study of multiple fields of social science and the humanities, including history, geography, and political science. The purpose of the study is to find out the reasons why there are problems of effective teaching learning of Social Studies in primary schools in Enugu Educational zone. The sample was drawn from the population. The sample comprises all the teachers teaching Social Studies in Primary Schools in Enugu Educational zone. The instruments used were questionnaire and data were collected analysis by use of percentage. The major findings of the study are as follows it was found that they lack: concentration in English language because of mother tongue interference, qualified teachers, teaching aids like books, fund and equipment …
Can the material for “The Impact of Strategic Human Resources Management in the Banking Industry” be used as a guide for Banking and Finance (BF) Project?
Yes it can be used — Human Resource Management is the strategic, integrated and coherent approach to the employment, development and well-being of the people working in organizations. The study was carried out to examine the impact of strategic human resources management in the banking industry. In achieving this aim, the following specific objectives were laid out to determine how Recruitment and selection practices affect employee effectiveness, assess the effect of performance appraisal on employee performance and evaluate the influence of compensation plan on Employee Motivation in First Bank Nigeria Plc. The research design used in this report is descriptive design, utilizing questionnaire method to obtain information from the respondents for this project. A total of 133 (one hundred and thirty three) respondents were selected for …
Can the material for “Design and Implementation of a Computerized Patient Management System in an Electronic Form” be used as a guide for Computer Science (CS) Project?
Yes it can be used — An Electronic Patient Management is an information system that is used to record relevant information relating to the patients. The prescribe drugs, bought drugs, sold drugs and available drugs are processed by the program. The aim of this project is to design an Electronic Patient Management System. In achieving this aim, the following specific objectives were laid out as follows to develop an application software that will capture and store patients drug data for a teaching hospital, generate bills of each patient drug administered and execute a proper recording of patients’ drugs and diagnosis result and keep track of list of patients’ beds occupied and vacant. The motivation that led to the implementation of the proposed system is that the …
Can the material for “Impact of Corporate Strategy on Financial Performance of Financial Institutions Listed on the Nigeria Stock Exchange” be used as a guide for Banking and Finance (BF) Project?
Yes it can be used — This study examines corporate strategy and financial performance of financial institutions listed on the Nigeria Stock Exchange. Financial performance is an important concept that relates to the way and manner in which human, material and financial resources available to an organization and is judiciously applied to achieve the overall corporate objectives. The main objective of the study is to examine the significant relationship between corporate strategies. The research survey design was adopted and a sample size of 72 was used for effective result. The chi-square statistical tool was used in the study and it was found that there is a positive and significant relationship between corporate strategy and financial performance. And also there is a significant and positive relationship between …
Can this topic “The Relevance of Bookkeeping Practices on Small and Medium Scale Enterprises” be used for Accountancy / Accounting Project?
Yes it can be utilized for research — Small and Medium Scale Enterprises (SMEs) are the backbone of the Nigerian economy in terms of contribution to Gross Domestic Product (GDP) and job creations. SMEs play a major role in economic development through employment creation and income generation. The study assesses the Bookkeeping Practices and its Relevance to SMEs using Some Selected SMEs in Nigeria as a case study. In achieving this aim, the following specific objectives were laid out as follows to: assess whether SMEs in the Local Government Area were practicing bookkeeping, examine methods of recordkeeping by SMEs, determine how recordkeeping enhances the development of SMEs and examine the challenges to proper record keeping. The research design used in this report is descriptive design, utilizing questionnaire method …