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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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2008
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| Online Access: | http://eprints.utm.my/6141/ http://eprints.utm.my/6141/1/Wardah_Zainal_Abidin2008__Customer_satisfaction_via_information_and.pdf |
| _version_ | 1848891203112665088 |
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| author | Zainal Abidin, Wardah |
| author_facet | Zainal Abidin, Wardah |
| author_sort | Zainal Abidin, Wardah |
| building | UTeM Institutional Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-15T20:54:14Z |
| format | Conference or Workshop Item |
| id | utm-6141 |
| institution | Universiti Teknologi Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T20:54:14Z |
| publishDate | 2008 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | utm-61412010-06-01T15:39:27Z http://eprints.utm.my/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/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) |
| spellingShingle | QA75 Electronic computers. Computer science HE Transportation and Communications Zainal Abidin, Wardah Customer satisfaction via information and communications technology |
| title | 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_short | Customer satisfaction via information and communications technology |
| title_sort | customer satisfaction via information and communications technology |
| topic | QA75 Electronic computers. Computer science HE Transportation and Communications |
| url | http://eprints.utm.my/6141/ http://eprints.utm.my/6141/1/Wardah_Zainal_Abidin2008__Customer_satisfaction_via_information_and.pdf |