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.