The impact of integrated budget and expenditure system software implementation on costumer and end user satisfaction (PDF)

Master's Thesis from the year 2014 in the subject Business economics - Business Management, Corporate Governance, grade: A, Wollega University (East Wollega Zone Finace and Economic Development Office), language: English, abstract: The aim of this thesis is to assess the impact of Integrated Budget and Expenditure system software implementation on customer and end user satisfaction. The study was conducted to evaluate the improvement made by implementing IBEX system and challenges that face the functionality of the IBEX system. In addition, the study tests the relationship between independent variables such as waiting time, cost saving, data accuracy and budget transparency and the dependent variables, customer and end user satisfaction.
To achieve the objectives of the study, descriptive and explanatory type of research design was used through the sampling technique, purposive and stratified random sampling. Data was collected through questionnaires from 228 employees of East Wollega zone sectors and 37 end user of the IBEX system. In addition, focus group discussion was used among 37 end users of the IBEX system to gather related data. The data collected from the respondents were analyzed using statistical tools via reliability method, descriptive statistics and Spearman's correlation.
The finding shows that the independent variables data accuracy, budget transparency and cost saving are positively related with customer and end user satisfaction, while waiting time is negatively related to end user and customer satisfaction. Furthermore, the results also indicated that implementation of IBEX system allowed the organization to reduce its various cost and saved human energy. Finally, even though the IBEX system is implemented, not yet fully satisfy the needs of customer and end user. Therefore, the researcher gave recommendations on the parts that needs to add another features, and on the challenges that affect the functionality of the IBEX system during its operation.