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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 (engelsk)Independent thesis Advanced level (degree of Master (One Year)), 10 poäng / 15 hpOppgave
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.

sted, utgiver, år, opplag, sider
2016. , s. 63
HSV kategori
Identifikatorer
URN: urn:nbn:se:bth-15315OAI: oai:DiVA.org:bth-15315DiVA, id: diva2:1147671
Fag / kurs
DV2505 Master's Thesis (60 credits) in Computer Science, Informatics
Utdanningsprogram
IKAIN Informatics
Presentation
2016-12-02, 07:26 (engelsk)
Veileder
Merknad

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.

 

Tilgjengelig fra: 2017-10-09 Laget: 2017-10-06 Sist oppdatert: 2017-10-09bibliografisk kontrollert

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