{"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.
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.
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