The Effects of Computerized Accounting and Customer Service Delivery: A Case Study of Cooperetive Rural Development Bank (Crdb) in Mbeya Town (Tanzania)

ABSTRACT In this world of globalization, computerized accounting system is becoming a very vital system in day to day operations to achieve developments in various organizations. In this survey carried to establish the impacts of computerized accounting system in improvements of organizations, research questions of both closed and open were issued in the field. Oral interviews were also conducted to provide accuracy explanations which could have been left out in this survey was one hundred and four The total number ofthis survey was one hundred and four. Also descriptive techniques were adopted to analyze data collected; tables, graphs and percentage expressions were also used. The study showed the benefits of the computerized accounting system, the various differences of manual accounting system, computer based system and computerized accounting system and also provides the solutions on how the system can reduce challenges faced by customer when accessing the services. The study also shows how computerized accounting can increase the profitability level within the organization if implemented. In conclusion the study sites various reasons why different organizations that are still using either manual system or computer base accounting system should introduce computerized accounting system in delivering services to customers. The study recommended that for the organizations to increase their profitability level they need to improve and introduce the system of computerized accounting rather than using manual accounting system and computer based system because these systems are not very accuracy compared to computerized accounting system. It was also recommended that the organizations needs to educate their customers on the benefits of using computerized accounting system.

TABLE OF CONTENTS

DECLARATION ........................................................................................................................................... i

APPROVAL ................................................................................................................................................. ii

DEDICATION ............................................................................................................................................. iii

ACKNOWLEDGEMENTS ......................................................................................................................... iv

ABSTRACT .................................................................................................................................................. v

TABLE OF CONTENTS .............................................................................................................................. vi

DEFINITION OF KEY TERMS .................................................................................................................. x

LIST OF TABLES ....................................................................................................................................... xi

LIST OF FIGURES .................................................................................................................................... xii

CHAPTER ONE ........................................................................................................................................... I

1.0 Introduction ............................................................................................................................................. I

1.1 Background of the study ......................................................................................................................... I

1.2 Statementoftl1e Problem ................................................................................................................................ 2

1.3 Purpose of the study ................................................................................................................................ 3

1.4 The objectives of the study ..................................................................................................................... 3

I. 5 Research Questions ................................................................................................................................. 4

1.6 Scope of the study ......................................................................................... ." ......................................... 4

1.7 Significance of the study ......................................................................................................................... 4

1.8 Conceptual framework ............................................................................................................................ 5

CHAPTER TWO .......................................................................................................................................... 7

LITERATURE REVIEW ............................................................................................................................. 7

2.0 Introduction ............................................................................................................................................. 7

2.1 Theoretical review ................................................................................................................................... 7

2.2 Review of related literature ..................................................................................................................... 7

2.3 Features of Computerized Accounting .................................................................................................... 9

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2.3.1 Fast, Powerful, Simple and Integrated ................................................................................................. 9

2.3.2 Complete Visibility .............................................................................................................................. 9

2.3.3 Enhanced User Experience .................................................................................................................. 9

2.3.4 Accuracy and Speed ............................................................................................................................. 9

2.3.5 Scalability ............................................................................................................................................ 9

2.3.6 Power ................................................................................................................................................. l 0

2.3.7 For Improved Business Performance ................................................................................................. tO

2.3.8 Complete Reliability .......................................................................................................................... 10

CHAPTER THREE ..................................................................................................................................... II

RESEARCH METHODOLOGY ................................................................................................................ II

3.0 Introduction ........................................................................................................................................... !!

3.1 Research Design .................................................................................................................................... II

3.2 target population ................................................................................................................................... II

3.3 Sampling procedure .............................................................................................................................. II

3.4 Sample size and sampling design .......................................................................................................... l2

3.5 data collection instruments .................................................................................................................... l2

3.5.1 Questionnaire ..................................................................................................................................... 12

3.5 .2 Interview ............................................................................................................................................ 12

3.5.3 Observation ........................................................................................................................................ 13

3.6 Data analysis ......................................................................................................................................... 13

3.7 Validity and Reliability of the Instrument ............................................................................................ 13

3.8 Limitations ............................................................................................................................................ 13

CHAPTER FOUR ....................................................................................................................................... 14

PRESENTATION, INTERPRETATION AND ANALYSIS OF THE DATA .......................................... l4

4.0lntroduction ............................................................................................................................................ l4

4.1 Findings of the objectives ..................................................................................................................... 14

4.1.1 Presentation of demographic data ...................................................................................................... 14

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4.2 Importance of computerized accounting system ................................................................................... 15

4.2.1 Management information .................................................................................................................... 15

4.2.2 Efficiency ........................................................................................................................................... 16

4.2.3 Staff motivation .................................................................................................................................. 16

4.2.4 Cost savings ....................................................................................................................................... 16

4.2.5 The ability to deal in multiple currencies easily ................................................................................ 16

4.2.6 Time Savings ...................................................................................................................................... 16

4.2.7 Organization ....................................................................................................................................... l6

4.2.8 Storage ............................................................................................................................................... 17

4.2.9 Distribution ........................................................................................................................................ 17

4.3 The outcomes of using computerized accounting system ..................................................................... !?

4.4 Difference between computerized accounting system, computer based system and manual system .. 18

4.5 Customers challenges reduced by using computerized accounting system ......................................... 21

4.5.1 Transport cost saving ......................................................................................................................... 21

4.5.2 Convenience ............................................................................................... _. ...................................... 21

4.5.3 Saves time .......................................................................................................................................... 21

4.5.4 Update information ............................................................................................................................ 21

4.5.5 Attitude .............................................................................................................................................. 22

4.5.6 Globalization ...................................................................................................................................... 22

4.6results of computerized accounting system in improving the level of profitability ........................ 23

CHAPTER FIVE ......................................................................................................................................... 24

SUMMARY OF THE FINDINGS, CONCLUSIONS AND RECOMMENDATIONS ............................ 24

5.0 lntroduction ........................................................................................................................................... 24

5.1 Summary offindings ............................................................................................................................. 24

5.2 Conclusions ........................................................................................................................................... 24

5.3 recommendations .................................................................................................................................. 25

References ........................................................................................................... : ....................................... 26

APPENDIX A. RESEARCH INSTRUMENTS ......................................................................................... 27