The Role of information technology in business process re-engineering to improve customer satisfaction: A case of the banking sector in Bulawayo.

IF 4.5 2区管理学 Q1 BUSINESS

International Journal of Entrepreneurial Behavior & Research Pub Date : 2022-01-01 DOI:10.31580/ijer.v4i3.2043

Albert Kutama, Sibongile Manzini

{"title":"The Role of information technology in business process re-engineering to improve customer satisfaction: A case of the banking sector in Bulawayo.","authors":"Albert Kutama, Sibongile Manzini","doi":"10.31580/ijer.v4i3.2043","DOIUrl":null,"url":null,"abstract":"Organisations gunning for survival must adopt or adjust their strategies in order to respond to these changes. Business Process Re-engineering (BPR) has become inevitable due to its being considered as one of the measures taken to address and adapt to the changes in the business world. Information and communication technology has been identified as one of the enablers of BPR hence this study sought to analyse the role of IT in BPR implementation to improve customer satisfaction in the banking sector. This study was guided by a pragmatic research paradigm which underpinned the study. The mixed method approach was utilised whilst a cross-sectional survey was adopted to collect data from 76 respondents. IBM statistical packsge for Social Sciences version 2.2 was used to process data. The results revealed that IT played a major role in BPR successful implementation. The study concluded that it would be impossible to implement BPR without IT. The study recommended that banking institutions should continue re-engineering their processes so as to remain relevant in the ever changing technological innovations. Training was recommended for employees on latest banking systems.","PeriodicalId":51425,"journal":{"name":"International Journal of Entrepreneurial Behavior & Research","volume":"403 1","pages":""},"PeriodicalIF":4.5000,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Entrepreneurial Behavior & Research","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.31580/ijer.v4i3.2043","RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"BUSINESS","Score":null,"Total":0}

引用次数: 0

Abstract

Organisations gunning for survival must adopt or adjust their strategies in order to respond to these changes. Business Process Re-engineering (BPR) has become inevitable due to its being considered as one of the measures taken to address and adapt to the changes in the business world. Information and communication technology has been identified as one of the enablers of BPR hence this study sought to analyse the role of IT in BPR implementation to improve customer satisfaction in the banking sector. This study was guided by a pragmatic research paradigm which underpinned the study. The mixed method approach was utilised whilst a cross-sectional survey was adopted to collect data from 76 respondents. IBM statistical packsge for Social Sciences version 2.2 was used to process data. The results revealed that IT played a major role in BPR successful implementation. The study concluded that it would be impossible to implement BPR without IT. The study recommended that banking institutions should continue re-engineering their processes so as to remain relevant in the ever changing technological innovations. Training was recommended for employees on latest banking systems.

查看原文本刊更多论文

信息技术在业务流程再造中提高客户满意度的作用:以布拉瓦约银行部门为例。

为生存而战的组织必须采取或调整策略，以应对这些变化。业务流程再造(BPR)已成为解决和适应商业世界变化的一种措施，因此它已成为不可避免的。信息和通信技术已被确定为业务流程再造的推动者之一，因此本研究试图分析IT在业务流程再造实施中的作用，以提高银行业的客户满意度。本研究以支撑本研究的实用主义研究范式为指导。采用混合方法方法，同时采用横断面调查收集76名受访者的数据。使用IBM社会科学统计软件包2.2版来处理数据。结果表明，IT在BPR的成功实施中发挥了重要作用。该研究的结论是，没有it就不可能实施业务流程再造。该研究建议，银行机构应继续重新设计其流程，以便在不断变化的技术创新中保持相关性。建议对员工进行最新银行系统的培训。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

International Journal of Entrepreneurial Behavior & Research Multiple-

CiteScore

10.20

自引率

16.40%

发文量

期刊介绍： The International Journal of Entrepreneurial Behavior & Research (IJEBR) has a unique focus on publishing original research related to the human and social dynamics of entrepreneurship, and entrepreneurial management in small and growing organizations. The journal has an international perspective on entrepreneurship and publishes conceptual papers and empirical studies which bring together issues of interest to academic researchers and educators, policy-makers and practitioners worldwide.The editorial team encourages high-quality submissions which advance the study of human and behavioural dimensions of entrepreneurship and smaller organizations. Examples of topics which illustrate the scope of the journal are provided below. Topicality Nascent entrepreneurship and new venture creation Management development and learning in smaller businesses Enterprise and entrepreneurship education, learning and careers Entrepreneurial psychology and cognition Management and transition in smaller, growing and family-owned enterprises Corporate entrepreneurship and venturing Entrepreneurial teams, management and organizations Social, sustainable and informal entrepreneurship National and international policy, historical and cultural studies in entrepreneurship Gender, minority and ethnic entrepreneurship Innovative research methods and theoretical development in entrepreneurship Resourcing and managing innovation in entrepreneurial ventures.