The effects of ICT integration on customer service delivery a case study of Gusii Institute of Technology Kisii County.

Author:

Kaba N. Daniel

Registration No:

09G-EDU-075

Name of Department:

Education

A research proposal submitted for the award of the Bachelor of education degree secondary option in the department education Africa Nazarene University.

DATE:

October, 2010

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Declaration This proposal is my original work and has not been presented to any university for the award of any degree.

Students name………………………………..Sign……………....Date ………………..

Supervisor This proposal has been submitted for review with my approval as university supervisor.

Supervisor’s name……………………………Sign..…………………….Date ………………..

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Dedication To my family members, Pamela, Hema for their support, they were always encouraging. I also dedicate this proposal to my Lecturer Mr. Peter Kaoga for his guidance in writing this proposal.

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Acknowledgements I wish to sincerely thank my family and friends for their patience and support during the writing of this proposal. My sister deserves a special mention for sharing her technical expertise with me on so many occasions. I would like to thank my supervisor Mr. Peter Kaoga most sincerely for his invaluable guidance and advice at all times. I also would like to convey my gratitude to him for his constant dedication and commitment to his students from which I have benefited. I am also very grateful to my classmates in the ICT stream who have frequently provided me with encouragement and practical advice. I am also very grateful to my classmates in senior project class who have frequently provided me with encouragement and practical advice. I wish to sincerely thank staff mates for giving so generously of their time in assisting me with my research. Finally, I would like to express my gratitude to my respondents for their support in filling out questionnaires so promptly.

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Abstract The title of this study is to identify the difficulties faced by customers: parents, guardians, students when accessing services in Gusii Institute of Technology. The purpose of this research is to identify the effects of ICT integration on customer service delivery among the stakeholders in Gusii of Institute of Technology in Kisii central district. The objectives of the study: i. To find out the quality of services offered by the institution. ii. To establish the speed at which the customers are served iii. To find out what kind of services customers expect from the institution. iv. To find out the challenges the institution is facing in offering service to customers. v. To design solutions to the problems facing the institutions in delivering quality services. The sample size of the targeted population is one hundred students and staff. The researcher will collect data using questionnaires and interview. Data collected will be analyzed and presented using tables and frequencies.

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Abbreviations and acronyms ICT GIT Information Communication Technology Gusii Institute of Technology Board of Governors

BOG -

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Table of Contents Declaration ………………………………………………………….….. Dedication …….………………………………………………………… Acknowledgement…………………………………………..................... Abstract ……………………………………………………………….... Table of Contents………………………………………………………. CHAPTER ONE 1.0 1.1 1.2 1.2.1 1.3 1.4 1.5 1.6 1.6.1 1.6.2 1.7 1.8 1.8.1 1.8.2 Introduction ……………………………………………………………... Background of the study………………………………………………… Statement of the problem……………………………………………….. Purpose of the study…………………………………………………….. Objectives………………………………………………………………. Research questions……………………………………………………… Significance of study……………………………………………………. Scope, delimitations and limitations……………………………………. Delimitations……………………………………………………………. 1 1 2 2 2 3 3 4 3 i ii iii iv v

Limitations……………………………………………………………….. 4 Assumptions……………………………………………………………. Conceptual framework…………………………………………………... Conceptual definitions of variables……………………………………… Operational definition of variables………………………………………. 4 4 4 5

CHAPTER TWO 2.0 2.1 Literature review………………………………………………………… Introduction……………………………………………………………… 7 7

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2.2 2.3 2.4

Performance management, ICT adoption, services delivery…………….

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Motivation and service delivery…………………………………………. 9 Summary……………………………………………………………........ 10

CHAPTER THREE 3.0 3.1 3.2 3.3 3.4 3.5 3..5.1 3.5.2 3.6 3.6.1 3.6.2 3.7 3.7.1 3.7.2 3.8 Introduction…………………………………………………………….. Research design………………………………………………………… ICT integration and service delivery…………………………………… Location of the study………..................................................................... 11 11 11 12

Target population………………………………………………………… 12 Sampling design………………………………………………………… Sampling methods and techniques……………………………………… Sample size……………………………………………………………… 13 13 13

Data collection…………………………………………………………… 15 Data collection methods and techniques……………………………….. Data collection procedures……………………………………………... 15 15

Pilot study………………………………………………………………... 15 Validity………………………………………………………………… Reliability………………………………………………………………... Logical and ethical considerations……………………………………... 15 16 16

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CHAPTER ONE
1.0 Introduction 1.1 Background of the study Over the past few years, we have witnessed rapid advancements in ICT which has in turn contributed towards a staggering growth in global computer networking and the emergence of a globally connected world. The increasing adoption of ICT has changed the way in which many institutions operate. The Internet has evolved from being a network for researchers and academics into a platform that has enabled institutions to find alternative ways in which to offer services. Web-based technologies and the Internet have fundamentally transformed the institutional landscapes. Within the so-called information society, critical information that is disseminated across global networks can radically transform the balance of power amongst institutions, policy makers, as well as the public. Customer service delivery and customer loyalty goes hand in hand-when a service is delivered exceptionally, it then follows that the customer will be satisfied and will be loyal to the services rendered. Customer service deliverance taps into institutional practices to provide a satisfied customer. Customer service delivery also provides a framework for customer service as a process and an outcome. Customer expectations, loyalty satisfaction, service delivery, measurement and organizational impact are the factors revolving in the carrying out of quality customer service and hence will gain the loyalty of customers. One of the most important customer service skills one can develop is the ability to understand and effectively respond to the customer's needs and concerns. Excellent customer service delivery starts by first taking the time to get to know the customer, his situation, his vision, his frustrations and his goals (Salas, 2005). Moreover, customer service discipline must promote customer service principles, share information about customer service enhancements and recognize customer service needs in order to help improve operations and deliver excellent service to external and internal customers.
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Customer service delivery is about directing and supporting employees to work as effectively and efficiently as possible in line with the needs of the organization (Walters, 1995). This requires adoption of ICT. In this research, institutions have to recruit competent employees and continually ensure human resource development as new technologies are adopted for delivery of fast and cost effective quality services. According to (Tusubira et al. 2009) these institutions still face challenges of incorporating email and Internet/intranet services. Further, management, control and maintenance of ICT resources owned by the units responsible for the main systems and databases are either lacking or not networked. Such resources include centrally located servers (for databases and software) for the Academic Records Information System, the Library Information System, the Finance Information System and the Human Resource Information system. 1.2 Statement of the problem The effects of ICT integration on customer service delivery a case study of Gusii Institute of Technology Kisii central. 1.2.1 Purpose The overall purpose of this research is to analyze the several activities that jeopardize the effective, fast and efficient execution of quality services delivery and analyze strategies that will be used to address the problem. The ultimate aim is to propose and develop a system to curb the problem. 1.3 Objectives The objectives of this research as follows: vi. To find out the quality of services offered by the institution. vii. To establish the speed at which the customers are served viii. To find out what kind of services customers expect from the institution.

ix. To find out the challenges the institution is facing in offering service to customers.
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x. To design solutions to the problems facing the institutions in delivering quality services. 1.4 Research questions The study attempted to answer the following questions: i. What quality of service is offered to the customers? ii. How long does the customer take to be served? iii. What are the expectations of the customers on service delivery? iv. What ere the challenges that the institution face in service delivery? v. What are the solutions to the challenges that the institution face in service delivery? 1.5 Significance of the study This research will be of great importance to the staff as they will know the meaning of quality service delivery to customers. Lecturers being part of the institution, they will also be enlightened by this research so that they can promote sanity in service delivery. In addition this research will also help the administration team to understand where the problem is to get necessary solutions. Finally the study will awaken the BOG to approve recommendations and provide funds that will be used to implement these suggestions. 1.6 The scope, Delimitations and Limitations 1.6.1 Delimitations This research will be carried out in Gusii Institute of Technology, Getembe division Kisii County. Gusii Institute of Technology has been selected because iam a staff member and I have witnessed of prolonged periods of registering and admitting new students. For example last semester it the registration a whole week which is supposed to take a day or two. The study will focus on registry department.
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Registration has been singled out as one of the major challenges that threaten quality service delivery. 1.6.2 Limitations This study is limited to only one department in Gusii Institute of Technology Kisii County. 1.7 Assumptions i. Customers that come to GIT for various inquiries don’t get the required services expected. ii. Lack of efficient automated system has diluted quality service delivery to customers. 1.8 Conceptual framework Independent Variable Automated Registration System Automated Finance System Automated Examination System Automated Stores System Automated Library System 1.8.1 Conceptual definition of variables ICT integration This involves the use of information system to serve customers in an institution. Customer service This is a process of proving satisfactory and exemplary service to clients in an institution. Students These are learners in schools, colleges and universities. Dependent Variable Students Parents Lecturers Suppliers Support staff

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Parents/guardians These are people who pay fees to the students in any school or institution. Lecturers These are teachers who deliver teaching services to the students in a school, college or university. Suppliers These are people who support a school, college or university by supplying food stuffs, consumables, teaching materials etc. Automated Registration System This is an electronic system that manages registration process of students. Automated Finance System This is an electronic system that manages all fees payment within an institution. Automated Examination System This is an electronic system that manages all examination results in an institution. Automated Stores System This is an electronic system that manages supplies and issuance of items for use in an institution. Automated Library System This is an electronic system that manages books in the library. 1.8.2 Operational definition of variables ICT integration Hard wares Soft wares Application programs Customer service Students Parents Supplier

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CHAPTER TWO 2.0 LITERATURE REVIEW 2.1 Introduction This chapter represents and discusses the literature closely related to ICT, customer service delivery and the summary of the related studies. The study will determine what research from other researchers say on the adoption of ICT to deliver fast, efficient and quality services to customers in an institutional setting. The chapter tries to review the different literature of the various studies on the same topic and try to relate them to help enhance the study. 2.2 Performance management, ICT adoption, control, service delivery Performance management is about directing and supporting employees to work as effectively and efficiently as possible in line with the needs of the organization (Walters, 1995). This requires adoption of information and communication technology. In this study, GIT have to recruit competent employees and continually ensure human resource development as new technologies are adopted for delivery of fast and cost effective quality services. According to (Tusubira et al. 2009) most institutions still face challenges of incorporating email and Internet/intranet services. Further, management, control and maintenance of ICT resources owned by the units responsible for the main systems and databases are either lacking or not networked. Such resources include centrally located servers (for databases and software) for the Registration Information System, the Library Information System, the Finance Information System and the Human Resource Information System, Exam Information System, Store Information System. Basing on the agency theory perspective as an aspect of performance management practice, Karake (1995) argued that using ICT as a means of control; managers could protect their own interests as well as those interests of the stockholders to successfully manage performance. Control is the purpose of
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agency and the basis for agency theory, and organizational control is one of the most fundamental and most important areas of management activities. Control means ensuring that the principal's actions and work are performed by some people, and ICT strengthens managers' ability to control by communicating information rapidly across distances and utilizing computational routines (Karake, 1995). For instance, Lewis et al. (2005) found that while the introduction of networked ICTs into the organizational setting is meant to empower workers, it also increases the ability for organizations to exercise centralized control and surveillance (DiMaggio et al., 2001). Karake (1995) also found and confirmed that large institutions with a larger number of outside members on the board use the advantage of ICT as a mechanism of monitoring managers. This reduces agency costs that arise from the problem of separation of ownership and control in an organization. Furthermore, Brynjolfsson and Mendelson (1993) established that ICT utilization has had a significant impact on changes occurring in society and organizations in particular. Organizations are social entities that thrive on good working relationship between the employers, employees and above all customers. Agency relationships, the focus of this study are derived from the agency theory perspectives that exist when one party depends on the actions of another to achieve the aims of the firm (Jensen and Meckling, 1976). In such a relationship, the doer is known as the agent, whereas the affected party is called the principal. Rheingold (1993) argued that ICT adoption in performance management is used to facilitate human systems to form webs of personal relationships in cyberspace as well as increase information circulation to enable employees achieve managed performance. For instance, studies on innovation (Vilaseca-Requena et al., 2007) showed that ICT use not only enables the development of co-operative relationships with customer and agents of the environment, it also allows customers' full integration in the processes of innovation by the formation of
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flexible working groups with a high degree of communication between its stakeholders. This is crucial for quality, service and cost consideration and attainment of managed performance. 2.3 Motivation and service delivery The goal-setting idea that underlies much of motivation theory (Locke, 1978) pervades the recent practice in institutional performance management (Punnett et al., 2007). According to Locke and Latham (2002), goals are outcomes to attain standards for judging one's accomplishments. Locke and Latham (2005) cited in Smith and Hitt (2005, pp. 128-47) found that people are more satisfied when they attain their goals or make meaningful progress towards them than when they fail, make little or no progress. Also, Frese (2005) cited in Smith and Hitt (2005, p. 102) found that proactive goal setting maximizes the positive effect of goals by developing specific, time-bound, and challenging goals to which participants feel committed. In view of the goal setting theory, Vecchio and Appelbaum (1995) established that improved performance is achieved where managers and employees have agreed on performance goals and expectations (Heskett et al., 1994) coupled with good information flow facilitated by ICT. In addition, Boonstra and Vink (1996) found that information and communication technology (ICT) is a useful tool or system for controlling regulation of the workflow, improving flexibility, service, and quality and innovation capacity of an organization. Furthermore, Gonzalez (2008) found that ICT as a support tool offers the means for improving effectiveness and efficiency in goal setting for quality service delivery. According to De Wail (2003), better understanding and implementation of performance management practices requires examining the influence of ICT, particularly on availability and utilisation of ICT such as computers, intranet, fax, and telephones in order to manage performance.

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Furthermore, London et al. (1997) found that 360-degree feedback with clear information and communication in setting goals facilitated efficiency and effectiveness of work performance. Thomas (1996) had also earlier established that 360-degree feedback coupled with the validity of goal setting as a management approach improved performance. Verbeeten (2008) also found that the definition of clear and measurable goals is positively associated with quantity and quality performance and that the use of incentives is positively associated with quantity performance yet not related to quality performance. An empirical finding (Pollit, 2006) further showed that quantitative performance measures tend to ignore the quality aspect of service delivery since qualitative performance is much more difficult to measure. Verbeeten (2008) further established that the effects of performance management practices in public organizations are affected by institutional factors with the results suggesting that the behavioral effects of performance management practices are as important as the economic effects in public sector organizations. According to Latham (2001), there is need to investigate goal setting procedures and generalization, in the achievement of managed performance (Mitchell, 1997) and that empirical evidence on performance management practices in the public sector is inconclusive (Verbeeten, 2008). This study was set to investigate and explain the need for performance management practices with ICT adoption in public institutions. 2.4 Summary As per different views given by the authors, automation of this sector will ensure quick and efficient services to the customers. The authors view that the system that most organizations use are outdated and do not ensure quality services, these systems are tiresome and time consuming. Automation of the registration management system will solve these problems, that is, the researcher wants to come up with a software solution to these problems.

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CHAPTER THREE
3.0 Introduction 3.1 Research design This section discusses the design and the methodology of the research study. Research design includes some of the major decisions in research methodology that the researcher makes in conducting the study, some of the important decisions included, sampling methods, data collection and data analysis. The methodology includes using logical methods in collecting of the data, determining a target population, sampling design, data collection methods and techniques and data analysis methods. Descriptive research design was used in the study. It is applied to obtain information concerning a circumstance with respect to variables or conditions in a situation. It involves a field survey where a researcher involves a population of interest to inquire certain issues concerning the planned study. The objective is to gather data without any manipulation of the research context and it is non-intrusive and involve naturally occurring phenomena, where the researcher has no control over the variables (Saunders, 1997). 3.2 ICT integration and service delivery According to Nomdo (2004), the use of ICT in educational settings has become an important area of enquiry. Tusubira et al. (2009) asserted that ICT is not merely technology but about people networks at the intellectual, functional and operational level to: support customer-centered service; enhance effective and efficient customer service; facilitate academic and administrative management processes; and also enable cheap, efficient timely communication. Busi and Bititci (2006) found that ICT has increased the amount of information available to individuals and their ability to share such information far beyond everybody's expectations. Rheingold (1993) established that increased use of ICT in organizations has lead to improved efficient and effective service delivery. This means that
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ICT adoption is imperative for the organization delivery of quality service. This study sought to establish that ICT adoption as one of the set goals GIT and performance management practices to achieve managed performance. Customer service deliverance taps into institutional practices to provide a satisfied customer. Customer service delivery also provides a framework for customer service as a process and an outcome. Customer expectations, loyalty satisfaction, service delivery, measurement and organizational impact are the factors revolving in the carrying out of quality customer service and hence will gain the loyalty of customers. One of the most important customer service skills one can develop is the ability to understand and effectively respond to the customer's needs and concerns. Excellent customer service delivery starts by first taking the time to get to know the customer, his situation, his vision, his frustrations and his goals (Salas, 2005). Moreover, customer service discipline must promote customer service principles, share information about customer service enhancements and recognize customer service needs in order to help improve operations and deliver excellent service to external and internal customers. 3.3 Location of the study The research will be carried in Gusii Institute of Technology; Kisii County. In Gusii Institute of Technology there exists a problem of quality service delivery to most of its customers. Above all this is where I work hence its easier to conduct research. 3.4 Target population The target population will be the students, teachers and staff working at GIT situated in Kisii County. The study focus will be the students involved in registration process and payment of fees. The researchers` objective will be to involve students 50 students, 20 support staffs and 40 teachers. One hundred customers were anticipated by the study as indicated in the table below:

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Category Students Teachers Support staff Parents Total

Target Population 80 60 20 30 190

%(Percentage) 43% 32% 10% 15% 100

Table 3.1: Target population 3.5 Sampling design Probability sampling design will be used and this will give every member of the target population an opportunity to be included in the final sample. A sample of 200 was hence selected for the study using stratified random sampling procedures. The respondents were obtained from various subgroups using a probability of a half (0.5) implying that either they would respond or not (Saunders 1997) 3.5.1 Sampling method and techniques The study will apply probability sampling method where a stratified random sampling technique was used to select respondents from the target population. This will enable all the respondents in the target population to obtain an equal chance of participating in the study since there was specific selection. The target population will be subdivided into subgroups and respondents will be selected randomly from each population subgroup. 3.5. 2 Sample size Only one of the 9 departments in Gusii Institute of Technology in Kisii County will be utilized for this study. This number will enable the researcher to collect detailed data, as she will be able to administer the research instrument personally, with assistance of research

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assistants. In addition, a sample of one department will make it possible for the researcher to conduct interviews with a number of the respondents within the duration of the research. The study applied stratified random sampling procedures. Stratified sampling procedures were appropriate since the target population was categorized in sub groups called strata and applied simple random sampling procedures to select samples from each subgroup. This is based on the argument put forward by Miller in Delbert (1976): “When practical considerations prohibit the use of probability sampling, the researcher may seek a representative sample by other means. He looks at a sub-group that is typical of the population as a whole. Observations are then restricted to this sub-group and conclusions from the data obtained are generalized to the total population.” A sample size of 190 respondents, of the target population, was achieved by the study as shown by the table below. Category Students Teachers Support staff Parents Total Population Frequency 80 60 20 30 190 Ratio 0.5 0.5 0.5 0.5 0.5 Sample Size 40 30 10 15 95

Table 3.2: Sample size

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3.6 Data collection Data collection refers to gathering of information relevant to the research study. 3.6.1 Data collection method and techniques Data was obtained by questioning and observation. Data collection technique involved the use of interviews, structured and unstructured questionnaires, participant observation and desk review. The main data collection method used was open-ended questionnaires and closed-ended questionnaires. 3.6.2 Data collection procedures Primary data presents the actual data that was obtained for the purpose of the research study from the answered questionnaires, interviews and observed facts. Primary data was collected and analyzed to help in answering the research questions. Collection of secondary data was achieved through desk research, which was from internal or external sources. The external sources included journals, reports and books. 3.7 Pilot study 3.7.1 Validity Content validity of the instruments will be determined by expert judgments as supported Fraenkel and (Warren, 2000) and (Huck, 2000). The instruments will be scrutinized by my supervisor to judge the items on appropriateness of content, and to determine all the possible areas that needed modification so achieve the objectives of the study. The experts determined whether the items in questionnaires and interview guides adequately represented all the areas that needed to investigated. In addition, the researcher also ensured validity of the collected data administering the interview guides personally.

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3.7.2 Reliability On reliability of the research instruments, the questionnaire will also be pilot-tested. The split-half procedure will be used to test the reliability of the students’ and lecturers’ questionnaires after the pilot testing. This procedure will be chosen over other methods such as Kuder-Richardson approaches for its simplicity (Fraenkel and Warren, 2000:75; Huck, 2000:66). 3.8 Logical and Ethical issues Permission to conduct the study research will be sought from the principal Gusii Institute of Technology, and relevant authorities, including the Ministry of Education, Science and Technology (MOEST). Participation will voluntary. It will clearly be explained to

participants that the purpose of the research was to collect data and develop a program that would be used to help administration deal with the problem of delayed registration, the eventual aim being to benefit the college as a whole. The researcher will give a full disclosure of the study objective and how the research process will be performed. High level of data privacy and confidentiality will be maintained and the findings were only be used for academic purpose. The authors presented a letter of request to the college management and were allowed to perform the study. Thus willing participants were required to make informed decisions While carrying out this study, cognizance was taken of the fact that this study would be investigating very sensitive issues that were likely to elicit hostility, insecurity or concealment of the real data required from the participants. Participants were informed of the nature of the study and allowed to choose whether to participate or not. There is wide consensus among social scientists that research involving human participants should be performed with the informed consent of the participants (Nachmias and Nachmias, 1996).
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The researcher therefore ensured that participants knew that their involvement was voluntary at all times. A thorough explanation was given in advance in relation to benefits, rights and dangers involved with their participation. Right to privacy refers to freedom of the individual to pick and choose for him or herself the time and circumstances under which to participate in the research. It also involves the extent to which personal attitudes, beliefs, behavior and opinions are to be shared with or withheld from others during and after completion of the study. Asking participants not to write their names on the questionnaires during the research also helps ensure anonymity. A participant is considered anonymous when the researcher or other person cannot identify particular information with a particular participant. While preparing for data collection and analysis, the researcher maintained anonymity by separating information such as code numbers from the data itself. During the research, participants were requested not to write their names on the questionnaires.

Participants were informed and assured that the information they provided would be treated as confidential. In cases where the researcher will be able to identify a particular participant’s information, she would not reveal it publicly. Statements on confidentiality were written on the questionnaires, and verbally communicated during interviews and questionnaire administration.

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