JONAH, EBUKA PRECIOUS and Covenant University, Theses (2023) BUSINESS PROCESS REENGINEERING AND ORGANISATIONAL PERFORMANCE OF FINTECHS IN NIGERIA. Masters thesis, COVENANT UNIVERSITY.
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Abstract
The purpose of this research was to examine the impact that business process reengineering has on the organisational performance of FinTech companies in Nigeria. In addition, the role of employee productivity and organisational innovativeness in mediating the relationship between business process reengineering and customer satisfaction, an indicator of an organisation's performance, was explored as part of the research. A cross-sectional survey was carried out with a simple random sampling techique, and a sample size of 220 workers was used for the study. The survey was carried out among employees of Flutterwave in Lekki, Lagos, Nigeria, and 220 questionnaires were delivered to those personnel. It was determined that the responses on 145 questionnaires were valid to be analysed using the SPSS version 26 program for statistical analysis. The reliability of the research instrument was checked using Cronbach's Alpha. Descriptive analysis, Pearson Correlation analysis, Multiple Regression Analysis and Baron and Kenny method of Mediation analysis using Hayes process macro was used for testing the study hypotheses. Based on the hypotheses testing and statistical findings, the study has shown that Customer Focus and I.T. Infrastructure were positively related to Organisational Performance, and that Employee Productivity and Organisational Innovativeness was found to mediate the relationship between Business Process Reengineering and Customer Satisfaction. Also, the findings showed that the Strategy Alignment was not a significant predictor of a firm’s performance. The study has contributed to the literature by explaining how Business Process Reengineering can enhance Firm Performance in the context of developing countries. It also contributed by clarifying the mediating role of Employee Productivity and Organisational Innovativeness on the relationship between Business Process Reengineering and Customer Satisfaction. Accordingly, this study suggets that the future studies should consider the mediating role of I.T. Infrastructure on the relationship between Strategy Alignment and a firm’s performance.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Financial technology industry, business process reengineering, customer satisfaction, organisational performance, regression analysis. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Social Sciences |
| Depositing User: | AKINWUMI |
| Date Deposited: | 06 Oct 2023 10:32 |
| Last Modified: | 06 Oct 2023 10:32 |
| URI: | http://eprints.covenantuniversity.edu.ng/id/eprint/17351 |
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