System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers

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dc.contributor.advisorMbogho, Audrey J Wen_ZA
dc.contributor.authorBanabotlhe, Mogomotsien_ZA
dc.date.accessioned2014-12-26T14:13:28Z
dc.date.available2014-12-26T14:13:28Z
dc.date.issued2008en_ZA
dc.descriptionIncludes bibliographical references (leaves 109-116).en_ZA
dc.description.abstractIn a fast moving competitive sector like banking, the customer service department often finds it difficult to keep up with the pace at which customer concerns are raised. On the other hand, the speed at which this department responds to customer concerns determines the difference between keeping a customer and losing one. Thus, most banks have moved to technology to expedite the process of capturing and processing customer complaints. Unfortunately, not every customer serviced by these banks finds the deployed technologies accessible and usable. Among the customers who find technologies in the banks inaccessible and unusable are blind customers. In part, the inaccessibility of technologies used in banks may be attributed to poor requirements engineering. Poorly elicited requirements lead to the design of products which fail to satisfy the needs of the diverse population they service. The purpose of this project is to specify neatly validated requirements using the SMART criterion for a system that can be used to evaluate levels of customer satisfaction with services offered to them by banks. The envisaged system should be able to cater for the needs of the blind customers served by these banks. Data for the study was collected from blind people in a vocational school in Botswana, customer care managers in five different bank brands and the system designers. Data was collected through guided interview sessions, which on average lasted for thirty minutes per respondent. Data from the respondents was analyzed qualitatively and quantitatively. Data was summarized into tables, graphs, diagrams and charts to reveal trends. Data was further analyzed to specify the requirements of a system that allows blind customers to provide feedback to their banks. In an attempt to align the requirements to the specific needs of blind customers the specified requirements were reviewed and validated, guided by the principles of the SMART criterion.en_ZA
dc.identifier.apacitationBanabotlhe, M. (2008). <i>System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers</i>. (Thesis). University of Cape Town ,Faculty of Commerce ,Department of Information Systems. Retrieved from http://hdl.handle.net/11427/10108en_ZA
dc.identifier.chicagocitationBanabotlhe, Mogomotsi. <i>"System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers."</i> Thesis., University of Cape Town ,Faculty of Commerce ,Department of Information Systems, 2008. http://hdl.handle.net/11427/10108en_ZA
dc.identifier.citationBanabotlhe, M. 2008. System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers. University of Cape Town.en_ZA
dc.identifier.ris TY - Thesis / Dissertation AU - Banabotlhe, Mogomotsi AB - In a fast moving competitive sector like banking, the customer service department often finds it difficult to keep up with the pace at which customer concerns are raised. On the other hand, the speed at which this department responds to customer concerns determines the difference between keeping a customer and losing one. Thus, most banks have moved to technology to expedite the process of capturing and processing customer complaints. Unfortunately, not every customer serviced by these banks finds the deployed technologies accessible and usable. Among the customers who find technologies in the banks inaccessible and unusable are blind customers. In part, the inaccessibility of technologies used in banks may be attributed to poor requirements engineering. Poorly elicited requirements lead to the design of products which fail to satisfy the needs of the diverse population they service. The purpose of this project is to specify neatly validated requirements using the SMART criterion for a system that can be used to evaluate levels of customer satisfaction with services offered to them by banks. The envisaged system should be able to cater for the needs of the blind customers served by these banks. Data for the study was collected from blind people in a vocational school in Botswana, customer care managers in five different bank brands and the system designers. Data was collected through guided interview sessions, which on average lasted for thirty minutes per respondent. Data from the respondents was analyzed qualitatively and quantitatively. Data was summarized into tables, graphs, diagrams and charts to reveal trends. Data was further analyzed to specify the requirements of a system that allows blind customers to provide feedback to their banks. In an attempt to align the requirements to the specific needs of blind customers the specified requirements were reviewed and validated, guided by the principles of the SMART criterion. DA - 2008 DB - OpenUCT DP - University of Cape Town LK - https://open.uct.ac.za PB - University of Cape Town PY - 2008 T1 - System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers TI - System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers UR - http://hdl.handle.net/11427/10108 ER - en_ZA
dc.identifier.urihttp://hdl.handle.net/11427/10108
dc.identifier.vancouvercitationBanabotlhe M. System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers. [Thesis]. University of Cape Town ,Faculty of Commerce ,Department of Information Systems, 2008 [cited yyyy month dd]. Available from: http://hdl.handle.net/11427/10108en_ZA
dc.language.isoengen_ZA
dc.publisher.departmentDepartment of Information Systemsen_ZA
dc.publisher.facultyFaculty of Commerceen_ZA
dc.publisher.institutionUniversity of Cape Town
dc.subject.otherInformation Technologyen_ZA
dc.titleSystem requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customersen_ZA
dc.typeMaster Thesis
dc.type.qualificationlevelMasters
dc.type.qualificationnameMScen_ZA
uct.type.filetypeText
uct.type.filetypeImage
uct.type.publicationResearchen_ZA
uct.type.resourceThesisen_ZA
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