Business Process Re-Engineering and Customer Service in Kcb Bank Case of Kericho Branch
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Date
2018-11
Authors
Chepkorir, Margaret
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
Banks need to focus beyond the interest of the shareholder to quality customer
service. Several banks are putting more effort on retaining old clients rather than
acquiring new ones. The level of inefficiency affects customer service, the consumers
are unlikely to recommend others to the institution and help build customer loyalty.
The study focused on various independent variables which included; management
efficiency, decision making, marketing, employee training, service delivery,
invoicing, number of computers, network efficiency, software efficiency,
organizational transformation and business operations. In conclusion, BPR as an
integral and important aspect of modern organizations. It ensures that changes that
take place in modern organizations are engineered by keen competition. The main
objective of the study was to investigate the contribution of business process reengineering
on customer service. Specific objectives encompassed; to determine the
role of innovation rethinking on customer service, to investigate the influence of
process function on customer service, to examine the role of information technology
on customer service and to investigate the effect of radical change on customer
satisfaction. Researchers, scholars and the banking sector at large can benefit from
this study. The study applied technological determinism theory, institutional theory
and resource based view theory. Descriptive research design was employed by the
study. A target population of 34, which included managers, assistant managers, clerks
and sales representatives. Questionnaire whose validity was determined through a
pilot study, was used to collect data. Its reliability was computed using Cronbach‟s
alpha. Both descriptive and inferential data analysis techniques were used with the aid
of Statistical Package for Social Science. Analysed data was presented by means of
charts, graphs and frequency distribution tables. The outcomes of the study showed
that decision making process plays a key role in providing quality customer service.
Customer service is highly influenced by the way complain handling is managed
Banking institution must continue to critically access the needs of customers and
adopt continual improvement in technology, strategy and employees to increase
organizational performance and competitive advantage. The study recommends that
team work be developed in the bank so that employees can support and exchange
ideas and there will be easy flow of information, continuous trainings and dedication
still needed from the bank to update and equip its employees. Further research should
be conducted to examine the success factors in the implementation of these
components.
Description
A Research Report Submitted to the School Of Business in
Partial Fulfilment of the Requirements for the Degree
of Master of Business Administration (Strategic
Management Option) of Kenyatta University