Effect Of Information Communication Technology Outsourced Innovations On Customer Satisfaction In The Service Industry, Nairobi Kenya.

Abstract

In IT outsourcing, customer satisfaction is very important to enhance continuation and maintenance of long term relationships however a successful outsourcing relationship will be one that clients stick with for many years. The general objective of this study was to analyses the effect of information communication technology outsourced innovations on customer satisfaction in the service industry, Nairobi Kenya. This study was guided by three specific objectives; to assess the effect of after sale service innovations on customer satisfaction in the service industry; to analyse the effect of 24-hour help desk innovation services on customer satisfaction in the service industry and to find out the effect of internet network innovations on customer satisfaction in the service industry. The study will give out sourcing organisations an insight as to reasons why the company is not reaping the intended benefits from ICT outsourcing. This will enable the organisations to take appropriate measures to ensure that the company reaps the benefits of ICT outsourcing. The study adopted a descriptive research design. The population of interest of this study was all firms in the service sector, operating in Nairobi Central Business District that outsource the ICT services. The population of the study included all 1202 registered businesses operating in the service sector segment. From the population of 1202, the study took 33.3% of the population of the entire population. In total, the sample size for this study was 400 firms. This study utilized a questionnaire to collect primary data from the sample size selected. Data collected was quantitative in nature which was coded to enable the responses to be grouped into various categories. Quantitative data was summarized using descriptive statistics. SPSS (Version 21) was used to analyse the data. Inferential statistics were used to generate a Linear Regression Model. From the findings, efficient after sale service innovations positively affect customer satisfaction in any organization. The study therefore concludes that customers will be more satisfied with after sale services that are innovative enough hence making it easier to solve problems that may arise after installing of services. The findings also revealed that an efficient 24-hour help desk service can positively influence customer satisfaction. The study concludes that a toll free 24-hour desk help service that’s is easy to use and with not communication breakdown would go a long way in helping address the customers issues regardless of the time. The study recommends that ICT service providers should ensure they are more innovative in the service offering by trying to provide integrated solutions to their clients. Also, instead of having a one-time form of solution, the ICT service providers should come up with ways of working which are more of mindset and sustainable to the firms. This will go a long way in helping the firms reap the full benefits of outsourcing the ICT services. There is need for the ICT service providers to ensure that the interaction with customers at the help desk is such that the customer’s needs are understood and solutions are provided. This is because customer care is very vital to any organization. Customers who are not given an opportunity to business can do damage to the organization just by the word of mouth, because of influence they have on the existing potential customers. Therefore, existing customer need to be satisfied with the services offered by an organization.