The impact of information technology on customer satisfaction at Social Security and National Insurance Trust
The importance of Information Technology in any organization in this modern day cannot be overemphasized. Information Technology plays vital roles in data entry, data processing and security, and information distribution. For anorganization such as SSNIT, Information Technology is more than just a part of its operations. IT is needed to ensure that national pensions are administered with the highest form of integrity so that customers are duly satisfied during and after retirement. The primary aim of this research was toassess the impact of Information Technology on Customer satisfaction at SSNIT. 100 membersof staff and management with 400 customers were interviewed though simple random sampling. A semi-structured questionnaire was developed to seek the views of the respondents on the impact of IT in helping them on their job at SSNIT and in processing their social security as customers. The findings were that IT does not only facilitate the work of the staff and management, but it also increases their efficiency and effectiveness in discharging their duties. Information Technology has reduced complaints of impersonation, identity theft, wrong payments as well as many other incidences. Customers also praised the role of IT in assisting them know more about their social security unlike in the past when they were in the dark over their contributions. One major recommendation was that SSNIT should use this same Information Technology or acquire more to improve the good works they are doing. They should also educate the public more on changes in their operations and help the public know the distinction between challenges caused by IT or government policies, since many people get confused with both.
A Thesis submitted to the School of Business, Kwame Nkrumah University of Science and Technology, Kumasi in partial fulfillment of the requirements for the award of Master of Business Administration in Strategic Management and Consulting.