Effect of Information Technology

2424 Words Aug 31st, 2011 10 Pages
EFFECTS OF INFORMATION TECHNOLOGY ON CUSTOMERS’ SATISFACTION IN NIGERIAN FINANCIAL INSTITUTIONS.

By

ERNEST E. INYANG, A. D. O. OTONKUE AND JUDE U. BASSEY

ABSTRACT

Information technology may be considered to be the harnessing of electronic technology in its various forms to improve the operations and profitability of the business as a whole. Information Technology provides significant improvements with facilities such as word processing (improving secretarial, typing and some reprographic services) communication facilities in the form of electronic mail, databases in relation to filing and data retrieval. Such advances improves business efficiency eliminating unnecessary delays in communication between different parts of the
…show more content…
The analysis indicated that the quality of customer interface positively influences service quality. However, the study used a composite measure for the quality of customer interface that includes various factors such as responsiveness to customer inquiries, accuracy of account statements, timeliness of mailing account statements, customer complaints and processing errors. According to Kinshnan etal (1999), in the financial services business, the notion of customer interface is multifaceted and may vary, depending upon the channel of service delivery. While all the service encounters mostly involve the customer in one way or the other the nature of personal interactions with customers at branches differs from that of IT enabled automated delivery channels. There is a need for a deeper understanding of this distinction for firms to leverage overall customer satisfaction. Different components of the customer interface may have varying impacts on satisfaction across the customer population.

METHODOLOGY The various information generated in the course of this research were obtained through participatory observations of twenty–four selected financial institutions and through questionnaires administered to the management and the customers of the selected financial institutions. The set of questions asked from the respondents were such that will elicit
Open Document