Customer satisfaction via information and communications technology

This paper attempts to elucidate the importance of Information & Communications Technology (ICT) in Customer Satisfaction. It explores several effects which the ICT has in grooming a new landscape for doing business by organisations. Several ICT innovations are discussed in relations to providin...

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Main Author:	Zainal Abidin, Wardah
Format:	Conference or Workshop Item
Language:	English
Published:	2008
Subjects:	QA75 Electronic computers. Computer science HE Transportation and Communications
Online Access:	http://eprints.utm.my/id/eprint/6141/1/Wardah_Zainal_Abidin2008__Customer_satisfaction_via_information_and.pdf http://eprints.utm.my/id/eprint/6141/
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Institution:	Universiti Teknologi Malaysia
Language:	English

id	my.utm.6141
record_format	eprints
spelling	my.utm.61412010-06-01T15:39:27Z http://eprints.utm.my/id/eprint/6141/ Customer satisfaction via information and communications technology Zainal Abidin, Wardah QA75 Electronic computers. Computer science HE Transportation and Communications This paper attempts to elucidate the importance of Information & Communications Technology (ICT) in Customer Satisfaction. It explores several effects which the ICT has in grooming a new landscape for doing business by organisations. Several ICT innovations are discussed in relations to providing good customer services by both types of organisations: brick and mortar as well as online businesses. In addition several causes, issues and solutions faced by organisations in attaining customer satisfaction are identified. A glimpse on a recent development in providing good services to UTM students will also be introduced. However the author concludes that the importance of the human factor in customer satisfaction is still core and can never be replaced by any technologies be it ICT. 2008 Conference or Workshop Item NonPeerReviewed application/pdf en http://eprints.utm.my/id/eprint/6141/1/Wardah_Zainal_Abidin2008__Customer_satisfaction_via_information_and.pdf Zainal Abidin, Wardah (2008) Customer satisfaction via information and communications technology. In: Conference on Customer-Focused Culture 2008: Energising and Empowering Quality Strategies Toward the Customer-Driven Organisations, 9-11th June 2008, The Zon Regency Hotel, Johor Bahru, Johor. (Unpublished)
institution	Universiti Teknologi Malaysia
building	UTM Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Teknologi Malaysia
content_source	UTM Institutional Repository
url_provider	http://eprints.utm.my/
language	English
topic	QA75 Electronic computers. Computer science HE Transportation and Communications
spellingShingle	QA75 Electronic computers. Computer science HE Transportation and Communications Zainal Abidin, Wardah Customer satisfaction via information and communications technology
description	This paper attempts to elucidate the importance of Information & Communications Technology (ICT) in Customer Satisfaction. It explores several effects which the ICT has in grooming a new landscape for doing business by organisations. Several ICT innovations are discussed in relations to providing good customer services by both types of organisations: brick and mortar as well as online businesses. In addition several causes, issues and solutions faced by organisations in attaining customer satisfaction are identified. A glimpse on a recent development in providing good services to UTM students will also be introduced. However the author concludes that the importance of the human factor in customer satisfaction is still core and can never be replaced by any technologies be it ICT.
format	Conference or Workshop Item
author	Zainal Abidin, Wardah
author_facet	Zainal Abidin, Wardah
author_sort	Zainal Abidin, Wardah
title	Customer satisfaction via information and communications technology
title_short	Customer satisfaction via information and communications technology
title_full	Customer satisfaction via information and communications technology
title_fullStr	Customer satisfaction via information and communications technology
title_full_unstemmed	Customer satisfaction via information and communications technology
title_sort	customer satisfaction via information and communications technology
publishDate	2008
url	http://eprints.utm.my/id/eprint/6141/1/Wardah_Zainal_Abidin2008__Customer_satisfaction_via_information_and.pdf http://eprints.utm.my/id/eprint/6141/
_version_	1643644487353761792

Customer satisfaction via information and communications technology

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