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EXPLORING COMPUTERIZED TROUBLE TICKETING SYSTEM AND ITS BENEFITS IN VODAFONE GHANA
Blekinge Tekniska Högskola, Fakulteten för datavetenskaper, Institutionen för kreativa teknologier.
2016 (Engelska)Självständigt arbete på avancerad nivå (magisterexamen), 10 poäng / 15 hpStudentuppsats (Examensarbete)
Abstract [en]

Today more than ever, Computerized Trouble Ticketing System is becoming a booming information technology system that makes the difference between staying in business in a competitive global telecommunication arena.

This quantitative exploratory survey utilised conveniently selected research subjects to explore computerized trouble ticketing system and its inherent benefits in Vodafone Ghana Plc. Cross section of vital data set collected with the aid of structured questionnaires haven been analyzed using descriptive statistics model.

The study revealed that, effective and efficient usage of computerized trouble ticketing systems benefit the company in terms of its customer satisfaction, competitive advantage and business intelligence in competitive telecom arena. Nevertheless, the smooth realization of these inherent benefits are constantly challenged by complexity in managing volumes of data generated, intense era of competition, high cost of trouble ticketing system, as well as, rapid technological obsolesce in computerized trouble ticketing applications in telecommunication market.

The study recommended for the quick and effective adoption of differentiation strategy, cost leadership strategy and customer relationship management, which are customer-centric measures that can build sustainable long-term customer relationship that can create value for the company, as well as, for the customers.

Ort, förlag, år, upplaga, sidor
2016. , s. 63
Nationell ämneskategori
Övrig annan teknik
Identifikatorer
URN: urn:nbn:se:bth-15315OAI: oai:DiVA.org:bth-15315DiVA, id: diva2:1147671
Ämne / kurs
DV2505 Magisterarbete i datavetenskap med inriktning i informatik
Utbildningsprogram
IKAIN Magisterprogram i informatik
Presentation
2016-12-02, 07:26 (Engelska)
Handledare
Anmärkning

This was Via Adobe Connect

The room was be opened from 09:30 CET (Central European time and thus local time in Sweden), and the presentations began at 10:00.

 

Tillgänglig från: 2017-10-09 Skapad: 2017-10-06 Senast uppdaterad: 2017-10-09Bibliografiskt granskad

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