An Assessment of Innovative Customer Support Solutions as aid to increase Customer Satisfaction in the Public Pension Industry of Zambia: A Case Study of National Pension Scheme Authority (Napsa)

Abstract

Amidst the evolving landscape of Zambia's public pension industry, this research delved into Innovative Customer Support Solutions (ICSS) within the National Pension Scheme Authority (NAPSA). The study assessed the relationship between innovative customer support solutions implemented at NAPSA and customer satisfaction. Also investigated were the challenges faced during the implementation and actionable recommendations for enhancement were formulated. The study employed a mixed-methods approach, encompassing both qualitative and quantitative analysis. Quantitative data was gathered through a survey involving 206 respondents, while qualitative insights were derived from categorized challenges. Quantitative analysis included descriptive and correlation analyses. The study revealed significant positive correlations between specific ICSS components (eNAPSA, PRB system, WhatsApp, queue management system, and tollfree line) and customer satisfaction. The results align with service quality, expectancy confirmation theory, and innovation resistance theory. Notably, eNAPSA, the PRB system, WhatsApp, and the toll-free line showed a statistically significant positive correlation with customer satisfaction at the 0.01 level of significance, while the NAPSA live chat exhibited a statistically significant positive effect on customer satisfaction at the 5% level of significance. The study also found that eNAPSA was the most utilized ICSS (93.2%), showcasing its central role and dominance in NAPSA's customer service framework. Qualitative analysis of challenges identified recurrent themes, including functional issues, response time challenges, communication issues, and user experience impediments, which provided insights for targeted strategies to enhance system reliability, communication, and user experiences. Policy implications underscored the need for proactive measures in user training, system maintenance, and communication protocol optimization. Recommendations include continuous monitoring, iterative interface improvements, and diversified communication channels to cater to user preferences. Keywords: Innovative customer support solutions, customer satisfaction, National Pension Scheme Authority (NAPSA