Abstract
Organisations gunning for survival must adopt or adjust their strategies in order to respond to these changes. Business Process Re-engineering (BPR) has become inevitable due to its being considered as one of the measures taken to address and adapt to the changes in the business world. Information and communication technology has been identified as one of the enablers of BPR hence this study sought to analyse the role of IT in BPR implementation to improve customer satisfaction in the banking sector. This study was guided by a pragmatic research paradigm which underpinned the study. The mixed method approach was utilised whilst a cross-sectional survey was adopted to collect data from 76 respondents. IBM statistical packsge for Social Sciences version 2.2 was used to process data. The results revealed that IT played a major role in BPR successful implementation. The study concluded that it would be impossible to implement BPR without IT. The study recommended that banking institutions should continue re-engineering their processes so as to remain relevant in the ever changing technological innovations. Training was recommended for employees on latest banking systems.
Highlights
The stiff competition and complexity of clients in the banking industry has mandated banking institutions to revisit and redesign processes, procedures and services that are efficient and at the same time cost effective
Banking institutions are mandated to comply with set regulations that regulate the banking industry and these are reviewed in line with the changing environment
Business Process Re-engineering (BPR) becomes one of the key measures that can be adopted by banking industry so as to remain relevant in the market and improve customer satisfaction, attracting international clientele thereby promoting international business
Summary
The stiff competition and complexity of clients in the banking industry has mandated banking institutions to revisit and redesign processes, procedures and services that are efficient and at the same time cost effective. This can be achieve through employment of technology which will ensure that the banking institute remain visible, profitable and competitive in market. The main aim of this study was to analyse the role of Information Technology in Business Process Reengineering to improve customer satisfaction in the Banking Sector of Bulawayo. Any bank aiming for sustainability must adapt to the demands of the changing environment. Acharya, (2015) state that there has been a huge emphasis for banks to adopt Business Process Re-engineering as a mechanism to improve organizational performance through High-technology banking and information technology is the key to revolutionize relationship between customers and financial institutions
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