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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/10260

Title: Impact of business process reengineering on customer satisfaction in the banking industry in Ghana. A case study of student customers.
Authors: Afako, Divine Seyram
Issue Date: 25-Jan-2017
Abstract: Business Process Reengineering has become the bedrock for the implementation of change in most corporate organizations of which banks are of no exception. Banking institutions in Ghana continue to operate in very competitive environments making it difficult to predict the fundamentals that determine the satisfaction of their numerous customers. The Business Processes of banks continue to undergo radical changes in order to remain competitive. Banking institutions therefore constantly review their operations and put in place robust BPR projects that get rid of obsolete work processes and ensure profitability, cost effective and enhance customer satisfaction. Customer satisfaction of BRP projects is important since the prime focus is to ensure improvement in work processes that meet the expectations and needs of customers. The purpose of this study therefore is to assess the impact of BPR on customer satisfaction in the banking industry in Ghana. The study collected data from 302 student customers from KNUST, UCC and UG using questionnaire. The study adopted random sampling method in the selection of respondents. The study explored how technology, strategy, people and the organization impacts satisfaction. The issues discussed include; customer perception of the kind of reengineering projects undertaken, customer perception of the service delivery system and the effects and challenges as a result of reengineering in the banking sector. The research findings indicates customers are particular about how the organization is able to deliver and the kind of strategy that is put in place in the service delivery process. Also, BPR has ensured appropriate technology, well defined strategies, improved capacity of organizational work force and redesigned the organization itself. The researcher recommends increase education of customers on BPR projects in the banks, improved internet connectivity, improved ATM services at reduced charges, regular customer satisfaction survey, improved service delivery time and regular power supply.
Description: A thesis Submitted to the Department of Marketing and Corporate Strategy, Kwame Nkrumah University of Science and Technology (KNUST), in partial fulfillment of the requirement for the degree of Master of Business Administration (Strategic Management and Management Consulting Option) (College of Humanities and Social Sciences, School of Business), 2016.
URI: http://hdl.handle.net/123456789/10260
Appears in Collections:College of Arts and Social Sciences

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