A survey of user satisfaction in corporate information technology the case of the Kenya shell
Abstract
This study work was designed to re-evaluate the strategic
realignment of current Information Technology investment and
operationally realized objectives within Kenya Shell. Its was
geared towards rationalizing investment in Information
Communication and Technology (lCT), equipment and
maximizing their business value to Kenya Shell, with the help of
the Balanced Score card, as developed by Robert S. Kaplan and
David P. Norton (Kaplan & Norton 1996).
The specific objectives were:
• To investigate which factors are considered important in
measuring Information Technology user satisfaction within
Kenya Shell
• To assess the impact, these measures have in furnishing the IT
management with the necessary feedback to improve the
productivity, quality and competitiveness of the IS department
and hence the entire organization.
• To demonstrate the use of the balance score cord in Information
Technology user satisfaction measurement and management
• To understand how the management views the IT and IT
services so as to identify areas of potential improvement or
areas that need additional research.
The research population consists of Shell staff hosted in Kenya and assigned
a computer for user. Kenya Shell had 150 employees spread among its
offices in Head Office Nairobi, Industrial Nairobi, Mombasa, Nakuru,
Eldoret and Nakuru.
The above population was stratified in the following format
• East African Hub Management Team
• Kenya Shell Line Managers
• Kenya Shell Supervisors
• Rest of Kenya Shell Staff.
The data collected was then analyzed using factor analysis, cluster analysis
and descriptive statistics. Emphasis in this analysis was to gather and filter
information that was used by the Balanced Score card in the evaluation and
integration of strategic management in Information Technology execution
and investment.
This paper recommends a company specific Balanced Score Card
implementation and the need for prudent measurement practice as a
prerequisite to Information Technology strategic management within Kenya
Shell.
Citation
Masters of business administrationSponsorhip
University of NairobiPublisher
school of Business, University of Nairobi