Effect of Information Technology
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 organization and dealing with routine filing and correspondence.
KEY WORD: INFORMATION TECHNOLOGY, CUSTOMER’S SATISFACTION
INTRODUCTION This research is the lack of investigation on the effects of information technology in delivering service to customers, especially in the financial services sector. Hence, this research work hinges on the effect of an information technology enabled electronic delivery channel on overall customer satisfaction. This is the assumption that higher customer satisfaction leads to sustainable revenue growth and profitability. This claims is based on the arguments provided in Heskett etal (1997) that profit and growth are estimated primarily by customer loyalty and loyalty is a direct result of customer satisfaction. This research work is undertaken with a view to finding out whether good performance of Nigerian financial institutions is largely due to implementation of information technology and also to improve upon the existing marketing activities of Nigerian financial institutions, so as to have high customers’ satisfaction.
For the purpose of this study the hypothesis tested is:
Ho: Information Technology has no positive impact on customers’ satisfaction in Nigerian financial institution.
Hi:
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 organization and dealing with routine filing and correspondence.
KEY WORD: INFORMATION TECHNOLOGY, CUSTOMER’S SATISFACTION
INTRODUCTION This research is the lack of investigation on the effects of information technology in delivering service to customers, especially in the financial services sector. Hence, this research work hinges on the effect of an information technology enabled electronic delivery channel on overall customer satisfaction. This is the assumption that higher customer satisfaction leads to sustainable revenue growth and profitability. This claims is based on the arguments provided in Heskett etal (1997) that profit and growth are estimated primarily by customer loyalty and loyalty is a direct result of customer satisfaction. This research work is undertaken with a view to finding out whether good performance of Nigerian financial institutions is largely due to implementation of information technology and also to improve upon the existing marketing activities of Nigerian financial institutions, so as to have high customers’ satisfaction.
For the purpose of this study the hypothesis tested is:
Ho: Information Technology has no positive impact on customers’ satisfaction in Nigerian financial institution.
Hi:
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