Impact of Information Technology to Quality Service Delivery Case Study Busoga University

ABSTRACT 

As the twenty-first century unfolds, African universities and indeed universities everywhere are undergoing unprecedented change and confronting multiple challenges brought about by the vast and complex processes of globalisation and technological change. Powerful internal and external forces — political, pecuniary and paradigmatic — are reconfiguring all aspects of university life constituted around the triple mission of teaching, research and service. (African Universities in the Twenty-first Century) There are an increasing number of contexts in which information technology is being used to support or replace the human service agent in the quality service delivery. This development is taking place against a background of growing technological sophistication, global market places and communities, and an ever increasing significance of service products in national and international economies. Much of the literature on the strategic use of information technology discusses the importance of customer information fceding back into the organization in order to improve the quality of service delivered (Olaisen and Revang, 1991). Little has been written on the role that information technology plays in enhancing quality service delivery. Basing on the above fact the researcher sought to establish the contribution of information Technology to quality service delivery in university setting because the success of any university depends on its ability in meeting the expectations of the students and other stakeholders. This study utilized descriptive method of research, which aimed to investigate the present settings of information technology of Busoga University as the basis for the findings in the better quality and services of the information technology in the future. The flow of the study was based on Input-Process-Output (IPO). The inputs of the study were the questionnaire, interviews In conclusion, the researcher established that the greatest challenge Busoga university faces is adapting to a computerized system of exam processing. If the University had computerized its services for exam processing, chances are that its efficiency to process both admissions and exams would be very high, given that despite its manual system, it processes all these activities in a fairly shorter period of time and even handling student’s complaints, handling of course works and articulating issues at the university. The following are the recommendations based on findings to improve the quality of information technology in Busoga University: 1. Implementing computerizcd examination of all level of the students in the Busoga University. 2. Adopt computerized information system to cater the enrolment registration system so that the students enrolment process will be smooth. 3. The university should also, strike a balance such that both girls and boys benefit equally from IT existence at the university.

TABLE OF CONTENT

DECLARATION

APPROVAL

DEDICATION

ACKNOWLEDGEMENT iv

ABSTRACT

LIST OF FIGURES

LIST OF FIGURES

CHAPTER I 1

INTRODUCTION 1

1.0 Introduction 1

1 . 1 Background of the study 1

1.2 The statement of the problem 3

1.3 The purpose of the study 4

1.4 Research Objectives 4

1.4.1 General objective 4

1.4.2 Specific objectives 4

1.5 Research Questions 4

1.6 The scope of the study 4

1.7 Significance of the study 5

CTIAPTER II 6

LITERATURE REVIEW 6

2.0 introductions 6

2.1 Concept of information Technology 6

2.3 Computer utilization in organizations 7

2.4 The advantages of IT 7

2.5 Challenges o{~ using IT 14

2.6 Concept of quality service delivery 15

2.7 Determinants of quality service delivery 19

2.8 Importance of service delivery 19

2.9 Relationship between Information and communication technology and quality service delivery 20

CHAPTER III 22

METhODOLOGY 22

3.0 Introduction 22

3.1 Research design 23

3.2 Population of the study 23

3.3 Sample size and selection 23

3.4 Sampling Technique 24

3.5 Research instruments 24

3.6 Research procedure 24

3.7 Sources of Data 24

3.8 Data Analysis 25

3.9 Validity and Reliability 26

3. 10 Ethical considerations 26

3.11 Limitations of the research 27

CHAPTER IV 28

PRESENTATION, INTERPRETATION AND ANALYSIS OF DATA 28

4.0 Introduction 28

DISCUSSION, CONCLUSION, AND RECOMMENDATIONS 89

4.0 Introduction 89

5.1 Discussions 89

5.2 Conclusion 91

5.3 Recommendations 91

REFERENCES 92

APPENDiX A 97

RESEARCH INSTRUMENTS 97