Abstract:
BPR has great potential for increasing productivity through reduced process time and cost,
improved quality, and greater customer satisfaction. To achieve the desired goal, improving
service quality and satisfying its customers, EIC implemented BPR since, January 2011. This
study was designed to assess the effect of BPR implementation on service quality and customer
satisfaction. The reason of this, the level and effectiveness of implemented BPR on
organizational performance has not been yet identified in EIC. Among the targeted population
(711) about 238 (250 less12 non respondents ) was taken as a sample based on stratified
probability sampling techniques which have three strata- managerial group, non managerial
group and customers of the corporation. In order to achieving the objectives of this study
primary data was collected through questionnaires and interview. Secondary data for this study
was obtained from different Manuals, books, magazines, newspapers, reports and international
organization publications. Both quantitative and qualitative data gathering instruments were
employed. The SERVIQUAL model which have been used in the study and questionnaire were
analyzed using statistical analysis such as descriptive and inferential analyses and presentation
of the results was in the form of tables and figures. The majority of the findings of the study
revealed negative results. Like poor ICT infrastructure, Lack of commitment and support of top
management, negative attitudes of employees toward BPR implementation and customers were
not satisfied with service delivery of EIC. Based on the understanding of the problems, finally
recommendations were included. Among the recommended points Improving ICT competency,
empowerment and involvement employees ,ensuring top level management commitment and
support and develop monitory and evaluation system on service delivery processes to ensure
satisfy their customers are some of them.
