IMPACT OF COMPUTER BASED ASSESSMENT SYSTEM ON CUSTOMER SATISFACTION- BUSINESS RESEARCH PROJECT

Institution Kiambu Institute of Science and Technology
Course Business , hrm
Year 3rd Year
Semester Unknown
Posted By MAKORI KERECHA
File Type docx
Pages
File Size 333.82 KB
Views 149
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Description

This study aimed at identifying the impact of customer satisfaction during computer based assessment. Customers here in this research were candidates of computer based assessment system (CBAs) that includes teachers, students, assessors, focal persons, shop assistants and other experts. These all taken part in the assessment using CBAs, using explanatory research method through both quantitative and qualitative approach. The data were collected from six different TVET colleges and other office experts. The collected data were analyzed through SPSS version 20 form, in this research multi-criteria satisfaction analysis variables (system quality, information quality, technical quality and service quality) was taken as independent variable used to measure customer’s satisfaction of CBAs and system ease of use, efficiency, interaction, memorability, learnability, response time and satisfaction were considered as sub-variables and customer satisfaction as dependent variable, The result of descriptive statistics shows that CBA system has better performance on system quality; The correlation analysis also indicates a moderate and positive relationship between all selected variables and customer satisfaction. Multiple regressions were also applied by selecting the major controlling variables of predictor, the result also show that system quality of CBAs is greater than the other independent variables that is system quality has greater impact on customer satisfaction and also all variables are statistically significant.The researcher recommended that CBAs satisfaction factors i.e. system quality, information quality, technical quality and service quality all have significant value over customer satisfaction. It implies that this factors can improve the system for better performance and also can improve customer satisfaction.
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Effect of competitive strategies on the performance of liquefied petroleum gas companies in Nairobi County, Kenya- business research project
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EFFECT OF MOBILE MONEY MERCHANTS SERVICES ON FINANCIAL PERFORMANCE-ACCOUNTING, BANKING AND FINANCE RESEARCH PROJECT
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