Assessing the effect of BPR Implementation on service quality and customer satisfaction (The case in Ethiopian Insurance Corporation Head office)

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.