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.
Table of Contents
1. Introduction
1.1 Background of the study
1.2 Statement of the problem
1.3 Objectives of the study
1.3.1 General objective
1.3.2 Specific objectives
1.4 Scope of the study
1.5 Limitations of the study
1.6 Significance of the study
1.7 Organization of the study
2. Research Design and Methodology
2.1 Description of study area
2.2 Research Strategy and Design
2.3 Sources of Data
2.4 Target Population
2.5 Sampling Techniques
2.6 Methods of Data Collection
2.6.1 Quantitative Data
2.6.2 Qualitative Data
2.7 Methods of Data Analysis
3. Data Analysis and Discussion of Results
3.1. Introduction
3.2 Reliability of the questionnaire
3.3 Demographic Characteristics of Respondents
3.4. Analysis for customer respondents
3.4.1. Evaluating whether the IBEX system made improvement or not
3.4.2 Measuring customer satisfaction from the IBEX system (Waiting time, cost
3.4.2.1 Pearson Correlation analysis
3.4.2.2. Hypotheses Test
3.4.3 The overall satisfaction from the current implementation IBEX system
3.5. Analysis for the respondents of end users of the IBEX system
3.5.1 To evaluate whether the IBEX system made improvement or not
3.5.2 Measuring end user satisfaction from IBEX
3.5.2.1 Pearson Correlation analysis
3.5.3 The overall end user satisfaction from the current implementation IBEX system
3.5.4 Identifying the challenges that the IBEX system faced in area
3.6 Interview and observation analysis
3.7. Discussion of Results
4. Conclusions and Recommendations
4.1. Conclusions
4.2. Recommendations
4.3. Implications for Future Research
Research Objectives and Themes
The primary aim of this research is to assess the impact of the Integrated Budget and Expenditure (IBEX) system software implementation on both customer and end-user satisfaction within the East Wollega Zone Finance and Economic Development Office. The study evaluates the technical functionality of the system, its impact on service delivery efficiency, and identifies existing operational challenges.
- Assessment of IBEX implementation effectiveness on service delivery and user satisfaction.
- Evaluation of operational improvements including waiting time, cost reduction, data accuracy, and budget transparency.
- Analysis of correlations between system-related variables and user satisfaction levels.
- Identification of technical and functional challenges affecting system performance.
- Recommendations for future system upgrades and software improvements.
Excerpt from the Book
1.1 Background of the study
The Decentralization Support Activity (DSA) Project, which was implemented by Harvard University and funded by USAID and Ireland Aid, commenced its activities in Ethiopia in 1997. The objectives of this particular project was to strengthen the capacity of the public finance management system to manage public sector financial transactions, to improve the capacity of public sectors and to enhance budget planning concerning budget, accounts and budget planning reforms (IBEX Excutive Summary, 2004). Then, the project had recognized the need to automate the budget preparation and consolidation activities, and an IT consultant was contracted to develop a budget information system (BIS) based on Visual Basic with MS Access database. Then after the DSA Project has developed two main applications that are an integral part of the reform process which are Budget Information System (BIS) and Budget, Disbursement and Accounts (BDA). BIS and BDA are desktop applications that are capable of running in a networked computer environment (IBEX Excutive Summary, 2004).
The term BIS is a computer application that captures government budget data at the lowest level i.e., from budget submission forms of public bodies, and produce reports that are required at the different levels of the government budget preparation process. Whereas BDA is used to record government financial transactions including all items of expenditure, revenue, disbursements and budget adjustments. The BDA produces reports used in the day to-day management of government accounts and yearly accounts closing procedures. The BIS and BDA applications had currently been rolled out to all zones in the four largest regions in Ethiopia, namely Tigray, SNNP, Amhara, Oromia, as well as Benishangul/Gumuz, Asddis Ababa and the federal government (IBEX Executive summary, 2005).
Summary of Chapters
1. Introduction: This chapter outlines the project background, problem statement, research objectives, hypotheses, and the overall scope and organization of the study.
2. Research Design and Methodology: This section details the descriptive and explanatory research design, including data collection methods, target population characteristics, and the stratified random sampling technique used.
3. Data Analysis and Discussion of Results: This chapter presents the statistical analysis of survey data, covering demographic variables, customer and end-user satisfaction levels, correlation analyses of key factors, and identified technical challenges.
4. Conclusions and Recommendations: This final chapter summarizes the research findings regarding the impact of the IBEX system and provides specific recommendations for system improvements and future research directions.
Keywords
IBEX implementation, Integrated Budget and Expenditure System, Customer satisfaction, End user satisfaction, Financial management software, Public sector reform, Budget transparency, Data accuracy, Waiting time reduction, Cost saving, System functionality, Ethiopia, Financial reporting, Decentralization Support Activity, IT in government.
Frequently Asked Questions
What is the primary focus of this research?
The research focuses on assessing the effectiveness and impact of the Integrated Budget and Expenditure (IBEX) system software on customer and end-user satisfaction at the East Wollega Zone Finance and Economic Development Office in Ethiopia.
What are the key thematic areas covered?
The work covers system implementation, service delivery improvement, user satisfaction levels, and identification of technical challenges such as software compatibility and infrastructure issues.
What is the core research goal?
The primary goal is to determine whether the IBEX system has improved financial management processes, specifically regarding service efficiency, and to verify the relationship between variables like budget transparency and user satisfaction.
Which research methodology was applied?
The study employs a descriptive and explanatory design, utilizing questionnaires with stratified random sampling for quantitative data and focus group discussions/interviews for qualitative analysis.
What does the main body analyze?
The main body provides a detailed analysis of survey responses, correlating variables like waiting time and data accuracy with user satisfaction, and testing specific research hypotheses.
Which keywords best characterize this work?
Key terms include IBEX implementation, Customer satisfaction, End user satisfaction, Financial management, and Public sector reform.
How does the IBEX system affect customer waiting times?
The study indicates that the implementation of the IBEX system significantly reduced customer waiting times, allowing the finance office to meet performance standards established by business process re-engineering reforms.
What are the main technical challenges identified?
The findings identify significant challenges including power fluctuation, incompatibility with modern operating systems (other than Windows XP), and the requirement for specific web browsers.
Does the system support multiple operating systems?
No, the findings reveal that the current IBEX system has poor compatibility with modern operating systems, being primarily functional with older versions like Windows XP.
- Arbeit zitieren
- Emiru Dirbaba (Autor:in), 2014, The impact of integrated budget and expenditure system software implementation on costumer and end user satisfaction, München, GRIN Verlag, https://www.grin.com/document/278585
