Impact of information technology to quality service delivery case study: Busoga University

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Kampala international international : College of Economics and Management
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 feeding 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 computerized 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
A research report submitted to the school of post graduate studies in partial fulfilment for the award of the Degree of Master of Business Administration in Information Technology of Kampala International University
Information technology, quality service, Busoga University