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System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers
Includes bibliographical references (leaves 109-116).
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| Main Author: | |
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| Other Authors: | |
| Format: | Thesis |
| Language: | English |
| Published: |
Department of Information Systems
2014
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| _version_ | 1867613230531084289 |
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| access_status_str | Open Access |
| author | Banabotlhe, Mogomotsi |
| author2 | Mbogho, Audrey J W |
| author_browse | Banabotlhe, Mogomotsi Mbogho, Audrey J W |
| author_facet | Mbogho, Audrey J W Banabotlhe, Mogomotsi |
| author_sort | Banabotlhe, Mogomotsi |
| collection | Thesis |
| description | Includes bibliographical references (leaves 109-116). |
| format | Thesis |
| id | oai:open.uct.ac.za:11427/10108 |
| institution | University of Cape Town (South Africa) |
| language | eng |
| last_indexed | 2026-06-10T12:32:50.328Z |
| license_str | Not specified — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UCTD — University of Cape Town Open Access Repository |
| publishDate | 2014 |
| publishDateRange | 2014 |
| publishDateSort | 2014 |
| publisher | Department of Information Systems |
| publisherStr | Department of Information Systems |
| record_format | dspace |
| source_str | UCTD — University of Cape Town Open Access Repository |
| spelling | oai:open.uct.ac.za:11427/10108 System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers Banabotlhe, Mogomotsi Mbogho, Audrey J W Information Technology Includes bibliographical references (leaves 109-116). 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. 2014-12-26T14:13:28Z 2014-12-26T14:13:28Z 2008 Master Thesis Masters MSc http://hdl.handle.net/11427/10108 eng application/pdf Department of Information Systems Faculty of Commerce University of Cape Town |
| spellingShingle | Information Technology Banabotlhe, Mogomotsi System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers |
| thesis_degree_str | Master's |
| title | System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers |
| title_full | System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers |
| title_fullStr | System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers |
| title_full_unstemmed | System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers |
| title_short | System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers |
| title_sort | system requirements for service quality appraisal system sqas to be used in commercial banks by blind customers |
| topic | Information Technology |
| url | http://hdl.handle.net/11427/10108 |
| work_keys_str_mv | AT banabotlhemogomotsi systemrequirementsforservicequalityappraisalsystemsqastobeusedincommercialbanksbyblindcustomers |