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ICT Usage by Internet Service Providers in Kenya

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dc.contributor.author Khaemba, Kevin
dc.date.accessioned 2015-05-05T11:09:41Z
dc.date.available 2015-05-05T11:09:41Z
dc.date.issued 2014-08-30
dc.identifier.uri http://erepo.usiu.ac.ke/11732/69
dc.description A Project Report Submitted to the Chandaria School of Business in Partial Fulfilment of the Requirement for the Degree of Masters in Business Administration (MBA) en_US
dc.description.abstract ICT infrastructure usage is central to all work related activities of Internet Service Providers (ISP‟s) in Kenya. At a bare minimum these organizations need ICT equipment and employees with a certain caliber of ICT skills to be able to provide internet services to their clients. Good usage of ICT infrastructure is with no doubt fundamental to the success of these ISP‟s. The purpose of the research was to establish ICT usage by ISP‟s in Kenya. Towards this goal the study was guided by three research questions; how has ICT been used in the internal business process? How has ICT Infrastructure been used for customer support? And how has ICT been used for system support? The research design was descriptive in nature; it covered a target population of seven ISP‟s. Non-probability sampling was used for the research. Primary data for the study was collected through questionnaires which were pretested before the main data collection. Secondary data was gathered from books, journals as well as reports. Quantitative data collected was then analyzed using descriptive statistics employing SPSS. The output of the analysis was presented through pie charts, bar charts, tables and prose form. The study established that big ISP‟s championed ICT use in the internal business process; they used real time LAN chatting systems, intranets and VOIP telephony more than smaller ISP‟s. The research also revealed that employees with a higher level of education used VOIP systems more. It also revealed that gender did not play a dominant role in affecting one‟s VOIP usage. The HR departments of big ISP‟s utilized their corporate websites to recruit employees more than the HR departments of the small ISP‟s. The big ISP‟s also had databases to store information of individuals who had applied for positions through the company website. The study pointed out that big ISP‟s used ERP and MIS systems to a large extent compared to the small ISP‟s. The study also highlighted that, the accounts departments of both big and small ISP‟s used mobile money transfer systems to collect revenue more than they used payment gateways. In relation to ICT infrastructure usage for customer support the research revealed that; ISP‟s employed network monitoring tools, helpdesk systems and remote control tools to enhance customer support. The research also established that individuals with a higher level of education used remote control tools more than those with a lower level of education. The ISP‟s also had interactive online chats, product manuals and FAQS on their corporate websites to enhance customer support. Online chats were commonly used by employees between 19-42 years. Big ISP‟s used social media platforms and knowledge bases more than small ISP‟s to improve customer experience. It was also clear from the research findings that the big ISP‟s had invested in customer service databases to allow technical support employees to pull up information about clients. In line with ICT usage for system support; the research revealed that the ISP‟s used intrusion detection systems (IDS), intelligent devices, third party backup systems and disaster recovery plans, to ensure minimal service disruption. The research also revealed that individuals with a higher level of education found it easy to use disaster recovery plans . The research findings highlighted that tools such as Mikrotik, Nagios, Multi Router Traffic grapher (MTRG) were deployed to ensure clients got the right amount of internet bandwidth. Few ISP‟s had an SMS systems set up on critical servers to notify the technical support team when issues arose. Respondents aged between 19-30 years of age were more receptive to ICT usage for system support than those aged between 31-60 years of age across all the ISP‟s. The research highlighted that, ICT usage for system support is embraced to a great extent by the IT department and Finance departments unlike human resources as well as sales and marketing departments across all the ISP‟s. The study concluded that big Kenyan ISP‟s embraced ICT usage in the internal business process to a large extent than small ISP‟s. This reality is supported by the research findings which indicate that big ISP‟s used various ICT systems to support their internal processes more than their smaller counterparts. The research also found that big ISP‟s employed ICT use for customer support to a great extent than small ISP‟s. Both small and big ISP‟s used ICT to support their systems extensively. The researcher recommended that Kenyan ISP‟s should train their employees on ICT usage periodically to ensure that they have the right skills required to use ICT systems at optimal levels. The researcher also recommended that ISP‟s should hire individuals with the right skills required to effectively manage technical systems .For future prosperity, the researcher highlighted that ISP‟s should conduct research to compare ICT usage by Kenyan ISP‟s to the ICT use of ISP‟s from more developed nations to identify prevailing gaps in ICT age . en_US
dc.publisher United States International University - Africa en_US
dc.subject ICT Usage en_US
dc.title ICT Usage by Internet Service Providers in Kenya en_US
dc.type Thesis en_US


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