The Effect Of Computerization On Service Delivery

The Effect Of Computerization On Service Delivery

Abstract

The study was about the effect of robotization on service delivery in Airtel Uganda.

The study was carried out in Nakawa division, Kampala quarter.

Both primary and secondary data was collected using the questionnaires and review of the being literature independently.

A questionnaire was designed which covered the employers, workers and guests of Airtel Uganda.

The study showed that utmost repliers were in agreement that robotization contributes a lot to service delivery in Airtel Company and they refocused 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 similar 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 plutocrat, internet connectivity and sim barters and reserves. This is because some guests aren’t apprehensive of these services and this forces some of them to shift to other networks.

Need to ameliorate on their client care department so that incase a client 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 deals creation and samples similar as offering deals and trade abatements to their guests and also furnishing samples and training on how to use their products and services so as to capture their attention towards their products and services.

Chapter One

Preface

Use of largely sophisticated and ultramodern technology in service companies has taken root since the artificial revolution took effect numerous times agone . The enhancement in technology has eased for illustration communication and service delivery in all sectors in different countries. In Airtel telecommunication company robotization as a form of technological advancement ensures effective feedback from guests in the quickest period of time possible. The proposed study is aimed at establishing the recrimination of robotization to service delivery in airtel Telecommunication Company since it isn’t clear whether robotization 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, objects of the study, exploration questions and the compass of the study.

Background

In the recent times associations have witnessed and espoused the phenomenal rise of computer technology as has progressed from big to unwidely outfit infrequently set up outside the scientific exploration laboratories and to hand and adoptable person raised tools. French( 2000)

In Uganda every one and every association is touched by computer technology to some degree. Motorized data takes place, for illustration in diurnal life similar as depositing and withdrawing plutocrat in banks. The part of computers in society is too wide and they’re extensively applied nearly in every aspect of life, for illustration substantially in business/ commerce and rest.

By description, robotization is the operation of computers and other associated accessories for the collection, storehouse, and manipulation of data to produce, present and communicate information with an intention to ameliorate service delivery to guests substantially in profit making associations.

numerous associations in Uganda have espoused the use of computers because of the advantage/ benefits they accrue similar as faster processing than homemade systems. This is because they’re always more flexible and formerly produced it’s in a form suitable for communication to other people or associations. Trevor( 1994)

Lazo( 1985), asserts that the station of service delivery providers both directors and workers applied must be aimed at developing a good working relationship and insure running of guests in the course of service delivery. A service is a product but is perishable and has impalpable attributes.

A service acquainted association similar as Airtel Uganda has specific duties of effectiveness and client grounded; its guests must be served with effectiveness. This calls for placing a high precedence on delivery off substantiated and effective client service. The desire to deliver quality services has motivated most associations to invest heavily and computerize their system of operation. It’s believed that an association with a motorized system can deliver quality service to its guests.

numerous service associations in Uganda have espoused the use of computers so advertisements to insure service delivery despite the limitations of robotization similar as high original costs, breakdowns, complex programming and lack of professed force to operate the computers.

Airtel Uganda is an established electronics company specializing in mobile phone deals, Airtel airtime deals and distribution supplying phones in Europe, Asia and Africa with periodic deals development of a million handsets.

Airtel Zap. Airtel Uganda offers an instant plutocrat transfer service which operates using our colorful outlets around the country. Mobile Money is a safe and easy way to get plutocrat to your loved bones using your mobile phone! Parcel Delivery Service

Airtel partnered with Fedex Express to offer timely and safe delivery of your parcels to locales around the country as well as abroad.

Airtime Deals We offer Airtime deals for all network drivers.

DSTV Supplier We’ve a cooperation with DSTV to make your DSTV subscriptions and payments easier.

Statement of the problem.

The use of computers in Airtel Telecommunication Company started way back in 2003 when the preface of sophisticated technology was realized still, all guests requirements haven’t been met especially in the client care departments, the networking department, product and marketing departments due to a number of complaints raised by employers themselves and the mass switching of guests to other networks.

The recrimination of robotization to service delivery therefore not being clear in Airtel Telecommunication Company

In the wake of the below thus, one would therefore be interested to generally ascertain the relationship between robotization and service delivery in Airtel Telecommunication Company

Purpose of the study.

To establish the extent to which robotization has affected service delivery in Airtel Uganda.

Objects Of The Study.

The major objects of this study intend;

1. To establish the position of robotization in Airtel Uganda.

2. To estimate the position of effectiveness on service delivery at Airtel Uganda

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

Exploration Questions

1. What’s the position of robotization in Airtel Uganda?

2. What’s the position of service delivery in Airtel Uganda?

3. What’s the relationship between Robotization and service delivery?

compass of the study.

This section outlines the limits of the study similar as the geographical compass, abstract compass and the time compass.

Geographical compass

The experimenter intends to carry out the exploration in Airtel Uganda.

Content compass

The study focuses on establishing the effect of robotization on service delivery in an association. Robotization being the independent variable and service delivery being the dependent variable. Both primary and secondary data will be collected and anatomized for unborn interpretation grounding on those two variables.

Time compass

The experimenter intends to cover the period 2010 – June 2011.

Significance of the study

i) The study will be of high benefit to Airtel Uganda in a sense that it’ll give a useful frame for assaying the strategic significance of information technology and to diagnose their current approach as a mode of perfecting performance.

It leads to widening business compass, perfecting services, targeting requests, adding value to the service, effective operation, perfecting delivery of information, strategic alliance grounded on information technology and furnishing a just in time service.

ii) The study will profit to the government, since information technology provides timely, accurate, applicable and dependable data, this is veritably useful to the government towards decision timber, problem working, planning and control and operation of the trend of profitable conditioning within the country. Information also helps to avoid the duplication of government sweats and destruction of coffers therefore enhancing productivity.

iii) The study will be of great benefit to lower enterprises or individualities chapeau are intending to introduce information technology to guide them to avoid problems in information and reduce costs of operation.

The study will also equip scholars with knowledge especially those interested in carrying out the findings on the impact of robotization on the performance of business sectors.