THE EFFECT OF COMPUTERIZATION ON SERVICE DELIVERY
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ABSTRACT
The study was about the effect of computerization on service delivery in Airtel Uganda.
The study was carried out in Nakawa division, Kampala district. Both primary and secondary data was collected using the questionnaires and review of the existing literature respectively.
A questionnaire was designed which covered the employers, employees and customers of Airtel Uganda. The study showed that most respondents were in agreement that computerization contributes a lot to service delivery in Airtel Company and they pointed out the major reasons for their argument. Recommendations and conclusions were drawn among which included the following: Reducing on the calling rates especially to make Airtel to Airtel call rates slightly cheaper than calls to other networks such that Airtel service consumers can enjoy a benefit over the other networks so that they can stick to Airtel. Sensitizing the public on Airtel’s services and products available and this includes services like mobile money, internet connectivity and sim swaps and replacements. This is because some customers are not aware of these services and this forces some of them to shift to other networks. Need to improve on their customer care department so that incase a customer calls in for guidance, he can be picked up in a polite and professional manner and be guided in line with the services they offer. Use of sales promotion and samples such as offering sales and trade discounts to their customers and also providing samples and training on how to use their products and services so as to capture their attention towards their products and services.
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