System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers

In a fast moving competitive sector like banking, the customer service department often finds it difficult to keep up with the pace at which customer concerns are raised. On the other hand, the speed at which this department responds to customer concerns determines the difference between keeping a customer and losing one. Thus, most banks have moved to technology to expedite the process of capturing and processing customer complaints. Unfortunately, not every customer serviced by these banks finds the deployed technologies accessible and usable. Among the customers who find technologies in the banks inaccessible and unusable are blind customers. In part, the inaccessibility of technologies used in banks may be attributed to poor requirements engineering. Poorly elicited requirements lead to the design of products which fail to satisfy the needs of the diverse population they service. The purpose of this project is to specify neatly validated requirements using the SMART criterion for a system that can be used to evaluate levels of customer satisfaction with services offered to them by banks. The envisaged system should be able to cater for the needs of the blind customers served by these banks. Data for the study was collected from blind people in a vocational school in Botswana, customer care managers in five different bank brands and the system designers. Data was collected through guided interview sessions, which on average lasted for thirty minutes per respondent. Data from the respondents was analyzed qualitatively and quantitatively. Data was summarized into tables, graphs, diagrams and charts to reveal trends. Data was further analyzed to specify the requirements of a system that allows blind customers to provide feedback to their banks. In an attempt to align the requirements to the specific needs of blind customers the specified requirements were reviewed and validated, guided by the principles of the SMART criterion.

Grantor dc:publisher.institution

Department of Information Systems

Year dc:date.issued

2008

Author dc:creator

• Banabotlhe, Mogomotsi

Advisor dc:contributor.advisor

• Mbogho, Audrey J W

Language dc:language.iso

eng

Handle dc:identifier.uri

http://hdl.handle.net/11427/10108

OAI identifier oai:identifier

oai:open.uct.ac.za:11427/10108