The impact of integrated budget and expenditure system software implementation on costumer and end user satisfaction

Thèse de Master , 2014 , 48 Pages , Note: A

Gestion d'entreprise - Direction d'entreprise, Management, Organisation

The aim of this thesis is to assess the impact of Integrated Budget and Expenditure system software implementation on customer and end user satisfaction. The study was conducted to evaluate the improvement made by implementing IBEX system and challenges that face the functionality of the IBEX system. In addition, the study tests the relationship between independent variables such as waiting time, cost saving, data accuracy and budget transparency and the dependent variables, customer and end user satisfaction.
To achieve the objectives of the study, descriptive and explanatory type of research design was used through the sampling technique, purposive and stratified random sampling. Data was collected through questionnaires from 228 employees of East Wollega zone sectors and 37 end user of the IBEX system. In addition, focus group discussion was used among 37 end users of the IBEX system to gather related data. The data collected from the respondents were analyzed using statistical tools via reliability method, descriptive statistics and Spearman’s correlation.
The finding shows that the independent variables data accuracy, budget transparency and cost saving are positively related with customer and end user satisfaction, while waiting time is negatively related to end user and customer satisfaction. Furthermore, the results also indicated that implementation of IBEX system allowed the organization to reduce its various cost and saved human energy. Finally, even though the IBEX system is implemented, not yet fully satisfy the needs of customer and end user. Therefore, the researcher gave recommendations on the parts that needs to add another features, and on the challenges that affect the functionality of the IBEX system during its operation.

Table of Contents

Acknowledgements

Table of Contents

List of tables

List of Acronyms

Abstract

1. Introduction
1.1 Background of the study
1.2 Statement of the problem
1.3 Objectives of the study
1.3.1 General objective
1.3.2 Specific objectives
1.4 Scope of the study
1.5 Limitations of the study
1.6 Significance of the study
1.7 Organization of the study

2. Research Design and Methodology
2.1 Description of study area
2.2 Research Strategy and Design
2.3 Sources of Data
2.4 Target Population
2.5 Sampling Techniques
2.6 Methods of Data Collection
2.6.1 Quantitative Data
2.6.2 Qualitative Data
2.7 Methods of Data Analysis

3. Data Analysis and Discussion of Results
3.1. Introduction
3.2 Reliability of the questionnaire
3.3 Demographic Characteristics of Respondents
3.4. Analysis for customer respondents
3.4.1. Evaluating whether the IBEX system made improvement or not
3.4.2 Measuring customer satisfaction from the IBEX system (Waiting time, cost
3.4.2.1 Pearson Correlation analysis
3.4.2.2. Hypotheses Test
3.4.3 The overall satisfaction from the current implementation IBEX system
3.5. Analysis for the respondents of end users of the IBEX system
3.5.1 To evaluate whether the IBEX system made improvement or not
3.5.2 Measuring end user satisfaction from IBEX
3.5.2.1 Pearson Correlation analysis
3.5.3 The overall end user satisfaction from the current implementation IBEX system
3.5.4 Identifying the challenges that the IBEX system faced in area
3.6 Interview and observation analysis
3.7. Discussion of Results

4. Conclusions and Recommendations
4.1. Conclusions
4.2. Recommendations
4.3. Implications for Future Research

References

Appendices A

Appendices B

• Université: Wollega University (East Wollega Zone Finace and Economic Development Office)
• Note: A
• Auteur: Emiru Dirbaba (Auteur)
• Année de publication: 2014
• Pages: 48
• N° de catalogue: V278585
• ISBN (ebook): 9783656727255
• ISBN (Livre): 9783656727224
• Langue: anglais