Application of electronic commerce towards improving customer care, a case of Morogoro urban water sewerage authority (MOROWASA) Morogoro region Tanzania.
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Date
2009-07
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Kampala International University, School of Business and Management
Abstract
The study was to establish the application of £-commerce towards improving customers
care was guided by a number of objectives , the first one the application of e-commerce
improving customer , ways to improve customer care, and factors that effect customer
care .With the world becoming global village , the using of the e-commerce is very
important to consumers , this can be applied by using the internet improved .The
operational efficiency that the instant delivering and quickly communication was
practicing at a great extent , while a provision of information to management and down
loading updates soft ware was practicing at some extent .also the founded in cost saving
the reduction cost in both administration and clerical personnel was practicing at a little
extent , while the reduction cost in postage was at a great ex-tent .
The study concluded that there is a great importance in using e-commerce to satisfY
customers in MORUW ASA , so the organization should think of formulating the
strategies to make best use of e -commerce in satisfYing customers .
Based on research findings the study recommends revealed that the operational
efficiency and cost savings was at great extent implied strength to the organization,
although the improvements should be emphasised on the provision of information to
management, downloading updates software, reduction cost in administration,
transportation as well as clerical personnel.
On addition, the organization should introduce website and customer service tools such
as personalize web pages, frequently asked questions, tracking tools, chat room and
automated response, help desk and call canter. Also MORUW ASA should increase ICT
facilities for effective communications as well as training the employees on the use of
those ICT facilities.
Description
A research dissertation submitted in to School of Business and Management in partial fulfilment of the requirement for the Award of Degree of Bachelor of Marketing Management of Kampala International University
Keywords
electronic commerce, customer care