The effect of business process outsourcing on quality of services delivered at Vodacom Tanzania
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Date
2014
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Abstract
This study discusses the effects of business process outsourcing on quality of service delivered at Vodacom Tanzania. Vodacom Tanzania just like any other organization has outsourced its non-core function for the aim of improving quality of the services offered. This research aimed at examining the effect of business process outsourcing on quality of services delivered in a mobile company. The study had three specific objectives namely; determining the existing business process outsourcing practices at Vodacom Tanzania, determining the effect of BPO on service quality at Vodacom Tanzania and determining the effect of BPO on operational cost at Vodacom Tanzania.
The researcher employed qualitative and quantitative techniques, hence the methods triangulation. Data collection instruments were questionnaire, personal interviews, and documentary sources.
Data collected were analyzed using Statistical Package for Social Sciences (SPSS) mainly descriptive statistics (Frequencies & Statistical means). Data collected through documentary review and personal interview were analysed using content analysis. The study used a sample of 23 respondents from different groups of service providers, users and vodacom employees.
The findings showed that there is mismatch between respondent’s expectations and perception. Respondents shown dissatisfaction level on all dimensions of service quality.
Conclusively we can argue that although BPO has managed to reduce cost on the organisation level it is evident that respondents are showing dissatisfaction level of the fact that it improves service quality
Description
A dissertation Submitted to Mzumbe University in partial fulfillment for the award of MSC/ Human Resource management Proposal Mzumbe University
Keywords
Outsourcing practices, Business process, Quality of the services
Citation
APA