THE EFFECT OF COMPUTERIZATION ON SERVICE DELIVERY

By

Author

Presented To

Department of Computer Science

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;

1.To establish the level of computerization in Airtel Uganda.

2.To evaluate the level of efficiency on service delivery at Airtel Uganda

3.To establish the relationship between Computerization and Service delivery.

1.5 Research questions

1.What is the level of computerization in Airtel Uganda?

2.What is the level of service delivery in Airtel Uganda?

3.What is the relationship between Computerization and service delivery?

1.6.0 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