The influence of Business Process re-engineering on Service Quality: Evidence from Service Industry in Tanzania
Article published by the Interdisciplinary Studies on Information Technology and Business (ISITB) Volume 1, Issue 1: January -March 2013 (83 - 83)
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| المؤلفون الرئيسيون: | , , |
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| التنسيق: | مقال |
| اللغة: | الإنجليزية |
| منشور في: |
Interdisciplinary Studies on Information Technology and Business (ISITB)
2024
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| الموضوعات: | |
| الوصول للمادة أونلاين: | https://www.researchgate.net/publication/243964088 https://scholar.mzumbe.ac.tz/handle/123456789/659 |
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| _version_ | 1835205597323067392 |
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| author | Sungau, Joseph Joseph Ndunguru, Philibert C. Kimeme, Joseph |
| author_facet | Sungau, Joseph Joseph Ndunguru, Philibert C. Kimeme, Joseph |
| author_sort | Sungau, Joseph Joseph |
| collection | DSpace |
| description | Article published by the Interdisciplinary Studies on Information Technology and Business (ISITB) Volume 1, Issue 1: January -March 2013 (83 - 83) |
| format | Article |
| id | oai:null:123456789-659 |
| institution | Mzumbe University |
| language | English |
| publishDate | 2024 |
| publisher | Interdisciplinary Studies on Information Technology and Business (ISITB) |
| record_format | dspace |
| spelling | oai:null:123456789-6592024-04-17T10:06:47Z The influence of Business Process re-engineering on Service Quality: Evidence from Service Industry in Tanzania Sungau, Joseph Joseph Ndunguru, Philibert C. Kimeme, Joseph Process Re-engineering Service Quality Service Organization Information Technology Article published by the Interdisciplinary Studies on Information Technology and Business (ISITB) Volume 1, Issue 1: January -March 2013 (83 - 83) Problem Statement: In today’s business environment, customers are focusing on getting quality services that meet their expectations. Poor quality services lead to loss of customers, and this is particularly so with service industry. Therefore, service organizations need to offer services that delight customers. Improved business has been reported to be associated with dramatic improved service quality. Despite documented potentiality, there are mixed empirical results, findings and conclusions regarding the benefits of BPR on service quality. Therefore, this paper aimed at assessing and explaining the effects of BPR and service delivery speed on service quality. Methodology: The study used cross-sectional survey design to investigate the effect of BPR on service quality. Intensive literature review enabled to construct structural measurement model, formulate testable hypotheses and to operationalize constructs. In total ninety-five (95) service organizations participated in the study. Results: Results of the study reveal that BPR positively directly and indirectly affects service quality. In the indirect effect, it was found that BPR positively affects delivering speed which in turn affects service quality. Therefore, from these finding, it has been revealed that BPR has significant positive effect on both service quality and delivering speed. Conclusion: BPR influences both service quality and delivery speed of service organizations in of Tanzania. Based on the results, findings and conclusions from this study, it is recommended that service organizations should have concrete plans when adopting BPR techniques, which are considered key to improved service quality. In that way, service organizations will provide services that delight customers. Private 2024-04-17T10:06:44Z 2024-04-17T10:06:44Z 2013 Article APA 1923-970X https://www.researchgate.net/publication/243964088 https://scholar.mzumbe.ac.tz/handle/123456789/659 en application/pdf Interdisciplinary Studies on Information Technology and Business (ISITB) |
| spellingShingle | Process Re-engineering Service Quality Service Organization Information Technology Sungau, Joseph Joseph Ndunguru, Philibert C. Kimeme, Joseph The influence of Business Process re-engineering on Service Quality: Evidence from Service Industry in Tanzania |
| title | The influence of Business Process re-engineering on Service Quality: Evidence from Service Industry in Tanzania |
| title_full | The influence of Business Process re-engineering on Service Quality: Evidence from Service Industry in Tanzania |
| title_fullStr | The influence of Business Process re-engineering on Service Quality: Evidence from Service Industry in Tanzania |
| title_full_unstemmed | The influence of Business Process re-engineering on Service Quality: Evidence from Service Industry in Tanzania |
| title_short | The influence of Business Process re-engineering on Service Quality: Evidence from Service Industry in Tanzania |
| title_sort | influence of business process re engineering on service quality evidence from service industry in tanzania |
| topic | Process Re-engineering Service Quality Service Organization Information Technology |
| url | https://www.researchgate.net/publication/243964088 https://scholar.mzumbe.ac.tz/handle/123456789/659 |
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