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Information Technology Perception to Consumers
1 CHAPTER I: INTRODUCTION
1.1 ABSTRACT
The objective of the study was to evaluate the customers’ perception of information technology
usage with banking sector. Growing evidence that customer satisfaction and effective service
delivery drives organizations’ economic health; this means that managers can no longer afford to
ignore customers’ feedback. Rather, organization-specific examination of dimensions is vital and
useful so that managers are able to assess and determine the precise level of both customer
satisfaction and its influencing factors. The proposed exploratory instrument used here to
measure customer satisfaction and effective service delivery with the banking sector could serve
as a starting point for other studies in the professional services domain. Generally it is not known
how information technology affects customer satisfaction and effective service delivery of the
banking sector. This study proposes to investigate the impact of customer satisfaction and
effective service delivery of the banking sector.
1.2 GENERAL INTRODUCTION
As an emerged business trend, the vast applications of information technology (IT) on economic
organizations are immense and immeasurable. Organizational systems and functions are now
considered effortless and unproblematic because of Information Technology. Information
Technology also expanded the opportunities concerning product development processes or
innovations that provide organizations with cost and competitive advantages. In a much broader
sense, information technology strengthens the business value of every organization. The
parameters of using Information Technology for internal affairs have profound impact
specifically for core management responsibilities (Gunasekaran, et al, 2002).
According to Land (2004), Information Systems "are systems whose ultimate purpose is to store
and manage information". In other definitions, they are basic infrastructures of the modern
business organization; they coordinate the resources and activities of the input, process and
output sub-systems of the organization, thus monitoring and ensuring internal efficiency. Simply,
the information system gathers and stores all the needed information of the organization. After
all, to plan effectively, an organization needs to know its present position, its strengths and
weaknesses, those of its competitors, market trends, etc. These can all be organized with the used
of an information system.
Establishment of information systems is one of the primary techniques that businesses adapt
nowadays. The success in the management of information systems development project impacts
three key issues: quality, usefulness and usability. Generally, it is not known how information
technology affects the customer satisfaction and effective service delivery of the banking sector
and these three key issues, likewise, are not yet explored in the banking industry. This study
proposes to investigate the impact of IT and specifically the use of information systems on the
customer satisfaction and effective service delivery of banks.

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Information Technology Perception to Consumers 1 CHAPTER I: INTRODUCTION 1.1 ABSTRACT The objective of the study was to evaluate the customers’ perception of information technology usage with banking sector. Growing evidence that customer satisfaction and effective service delivery drives organizations’ economic health; this means that managers can no longer afford to ignore customers’ feedback. Rather, organization-specific examination of dimensions is vital and useful so that managers are able to assess and determine the precise level of both customer satisfaction and its influenc ...
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