| dc.description.abstract | During the 1980s, the relationship between information technology (IT) and productivitybecame a source of debate, the astonishing improvementsin computers’ underlying capabilities proved almost impossible to assess in terms of their effect on productivity. Customer centric information system emerged as a way of enabling the company to achieve customer service delivery as well as improved productivity. This would be achieved through information system service design which focuses on the system’s user-ability and operation effectiveness. The purpose of the study was to establishthe relation of informationsystem service design and customer service delivery at Barclaysbank of Kenya. The objectives of the study were a)to determine the benefits of information system service design to the employees when serving the customers, b) to establish the challenges experienced by the employees when using information system to serve customers and c) to determine the effect of service design on customer service. The study used case study. Questionnaires were used as a toll for data collection.
The study reveals that, the benefits of information system service design is greatly felt in the bank however certain challenges are experienced, these include majorly integration between the back end and front end of the system, these affects the system‟s effectiveness and increases the system downtime, additionally the changes in customer preferences also has a big impact on information system service design. With respect to customer service delivery the major issues that stood out were related to training offered by the bank on the current job and training on how to handle the information systems, system downtime which is also attributed to the user interface and lack of thorough knowledge on how to handle automated systems. The researcher also recommends that the bank should offer sufficient training to the employees on how to handle the system and refresher training should be conducted in case of system upgrades to avoid inefficiency and customer dissatisfaction. The bank should also improve further on the system‟s service design to maintain its competitiveness. The banking industry should consider the employees requirements in the systems they acquire because they are the internal customers and interact with the systems more, further user-friendly information system will enable the employees to work more efficiently translating to external customer satisfaction and increased revenues for the bank. | en |
