Optimizing Customer Satisfaction Through Business Process Reengineering: A Strategic Approach for Deposit-Taking SACCO Organizations

Deposit-taking Savings and Credit Cooperative Organizations (SACCOs) operate within an increasingly competitive financial environment characterized by technological advancement, changing customer expectations, and heightened demand for service efficiency. Traditional operational procedures often create delays, increase costs, and reduce customer satisfaction, thereby affecting organizational competitiveness. Business Process Reengineering (BPR) has emerged as a strategic management approach capable of fundamentally redesigning organizational processes to achieve significant improvements in performance, quality, speed, and customer value. This study reviews the relationship between business process reengineering and customer satisfaction within deposit-taking SACCO organizations. Drawing upon existing literature relating to process redesign, service quality, information technology adoption, organizational performance, and customer satisfaction, the paper develops a conceptual framework illustrating how BPR influences customer experience through operational efficiency, technological integration, service quality enhancement, and organizational responsiveness. The study adopts a qualitative review methodology based on existing scholarly literature. Findings indicate that successful implementation of BPR significantly improves customer satisfaction through reduced transaction time, improved service accessibility, enhanced reliability, and increased organizational flexibility. The study further highlights the critical role of leadership commitment, technological infrastructure, employee participation, and customer-centered process design in achieving successful reengineering outcomes. The paper contributes to strategic management and cooperative finance literature by providing an integrated perspective on how SACCOs can leverage process transformation to improve customer experiences and sustain competitive advantage.

Business Process Reengineering, Customer Satisfaction, Deposit-Taking SACCOs, Service Quality

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