THE IMPACT O F INF O RMATI O N TECHN O L O GY O N C U ST O MER - PDF document

THE IMPACT O F INF O RMATI O N TECHN O L O GY O N C U ST O MER SATISFACTI O N AT S O CIAL SEC U RITY AND NATI O NAL INS U RANCE TR UST BY R UKIA VANDYCK (BBA. H u man Reso urce Management) A Thesis s u bmitted t o the Department o f Marketing and C o rp o rate Strategy o f the Kwame Nkr u mah U niversity o f Science & Techn o l o gy (KN U ST) in partial f u lfillment o f the req u irements f o r the degree of Master o f B u siness Administrati on (STRATEGIC MANAGEMENT AND C O NS ULTING) Scho o l o f B usiness, C o llege o f Arts and S ocial Sciences A U G UST, 2016 i

DECLARATI ON I, hereby, declare that this s u bmissi o n is my o wn w o rk t o wards the Master o f B u siness Administrati o n (Strategic Management O pti o n) and that, t o the best o f my kn o wledge, it c o ntains n o material previo u sly p u blished by an o ther pers o n n o r material which has been accepted f o r the award o f any o ther degree o f the University, except where acc o rdingly ackn owledgement has been made in the text. R ukia Vandyck ....................................... .............................. Signat ure PG2148314 Date Certified by: Mr. Sam u el Yaw Ak omea ....................................... .............................. (Name o f S u pervis or) Signat ure Date Certified by: Dr. Wilberf o rce O w u s u Ansah ....................................... .............................. (Name o f Head of Department) Signat ure Date ii

ABSTRACT The imp o rtance o f Inf o rmati o n Techn o l o gy in any o rganizati o n in this m o dern day cann o t be o veremphasized. Inf o rmati o n Techn o l o gy plays vital r o les in data entry, data pr o cessing and sec urity, and inf o rmati o n distrib u ti o n. F o r an o rganizati o n s u ch as SSNIT, Inf o rmati o n Techn o l o gy is m o re than j u st a part o f its o perati o ns. IT is needed t o ens u re that nati o nal pensi o ns are administered with the highest f o rm o f integrity s o that c u st o mers are d u ly satisfied d u ring and after retirement. The primary aim of this research was t o assess the impact o f Inf o rmati o n Techn o l o gy o n C u st o mer satisfacti o n at SSNIT. 100 members o f staff and management with 400 c u st omers were interviewed tho u gh simple rand o m sampling. A semi - str u ct u red q u esti o nnaire was devel o ped t o seek the views o f the resp o ndents o n the impact o f IT in helping them o n their j o b at SSNIT and in pr o cessing their s o cial sec u rity as c u st omers. The findings were that IT d o es n o t o nly facilitate the w o rk o f the staff and management, b u t it als o increases their efficiency and effectiveness in discharging their d u ties. Inf o rmati o n Techn o l o gy has red u ced c o mplaints o f impers o nati on , identity theft, wr o ng payments as well as many o ther incidences. C u st o mers als o praised the r o le o f IT in assisting them kn o w m o re abo u t their s o cial sec u rity u nlike in the past when they were in the dark o ver their c o ntrib u ti ons. One maj o r rec o mmendati o n was that SSNIT sho u ld u se this same Inf o rmati o n Techn o l o gy o r acq u ire m o re t o impr o ve the go o d w o rks they are d o ing. They sho u ld als o ed u cate the p u blic m o re o n changes in their o perati o ns and help the p ub lic kn o w the distincti o n between challenges ca u sed by IT o r g o vernment p o licies, since many pe o ple get c o nf u sed with b oth. iii

ACKN OWLEDGEMENT I wish t o express my sincere and highest thanks t o the Almighty G o d wh o has seen me thro u gh the beginning and end o f this research. It is als o a pleas u re t o give thanks t o my s u pervis o r, Mr. Sam u el Ak o mea, wh o se val u able c o mments, s u ggesti o ns g u idance and his acc o mm o dating nat u re helped me t o c o mplete this pr o ject w ork. I ndeed, I am very gratef u l t o him. I als o o we a debt o f gratit u de t o my m o ther, Miss Stella Maris And o h and my siblings, Alhassan Vandyck, H u gh Tamakl o e and Daniel Hins o n; wh o have been very s u pp o rtive o f my ed u cati on since infancy. May they live l o ng t o benefit immensely fr o m this h uge investment in my life. Special thanks als o g o t o Richard Ad o mak o f o r his immense c o ntrib u ti o n. I will f o rever cherish yo u r m o tivati o n, g u idance and co unselling. This w o rk wo uld hav e been perpet u ally inc o mplete, b u t f o r the co o perati o n o f the staff o f SSNIT in the K u masi Metr o p o lis, especially, Mr. J o nathan Acheamp o ng and Mr. Th o mas Arth u r f o rmer and c u rrent Branch Managers respectively, wh o made access t o their o ffices very easy and never hesitated t o pr o vide vital inf o rmati o n f or this research. Finally, I ackn o wledge my indebtedness t o the a u th o rs wh o se names appeared in the bibli o graphy and fr o m wh o se w o rk I have made certain qu o tati ons. iv

DEDICATI ON I dedicate this research w o rk t o my m o ther Miss Stella Maris And o h. The tho u ght o f yo u gave me massive enco u ragement t o give my all t o this pr oject. And to my best friend Kwaku Boateng Wiafe for your advice and encouragement, you gave me so much strength and hope thank you for everything. My brothers Hugh Tamakloe and Alhassan Vandyck you have been my best friends since childhood I love you all. v