Open AccessThe Role of information technology in business process re-engineering to improve customer satisfaction: A case of the banking sector in Bulawayo.
Author(s) -
Albert Kutama,
Sibongile Manzini
Publication year - 2022
Publication title -
international journal of entrepreneurial research
Language(s) - English
Resource type - Journals
eISSN - 2663-7588
pISSN - 2663-757X
DOI - 10.31580/ijer.v4i3.2043
Subject(s) - business process reengineering , customer satisfaction , ibm , business process , business , process (computing) , process management , order (exchange) , information technology , marketing , knowledge management , computer science , work in process , finance , materials science , lean manufacturing , operating system , nanotechnology
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.