Abstract:
Aim ofstudy:
The aim ofthis study is to identify the lacking in current processes of Bahria University and
to propose the new and refined processes that can overcome the current issues. The new
processes will be influenced by IT (Information Technology) and the purpose behind that is
the effectiveness and efficiency of the processes. This may help in pleasing the students of
Bahria University for processes other than taking classes and education. This is a kind of
facilitating the students and impacts the good words of mouth by change in traditional
processes.
Methodology:
The methodology for this research is adopted the survey method. Five point Likert scale
questionnaire was formed to collect data from the target audience on the basis of convenience
sampling technique. The research data is all quantitative in nature.
Findings:
Findings ofthis research shows that there is a significant impact of all the three variables that
is service quality, service features and complaint handling on customer satisfaction. All the
three hypothesis were accepted.
Significance ofstudy:
This study provides powerful insights about the benefits of business process re-engineering.
This research identifies how business process re-engineering helps to make different
functions and processes smooth and up to date. This study clarifies that Information
Technology is playing vital and significant role in today’s era for the promotion of customer
satisfaction. This study highlighted the importance of service quality, service features and
customer handling on behalf of customer satisfaction with respect to business process reengineering
