The Impact Of Information Technology To
1.0 Introduction
A study by Blem(1995:6), stated service quality is vital to help create the bond between business and its clients. According to Kotler(2007, Cited by Phiri and Mcwabe 2013 p.97) In today’s competitive business environment, service quality is relatively important to attract and retain customers(as customer service satisfaction depends on how well the service customer receive match their expectations based on their individual personalities(Webster, 1989). However, according to Cook(2002), consumers have been increasingly educated, sophisticated, and informed, high quality of services are expected from the consumers nowadays.
Information technology has made a great change to the world for the past decades, according to Bharati, P. and D. Berg (2003), information system(IS) has made major contribution to the service sector by improving the quality of service. Consequently, one of the primary reasons organizations are investing in information system as IS has substantially improved service sector performance. Investment in automation has been popularized among industries for quite a time, and with this evolution on technology it has helped them to reduce the workload.
2.0 Advantages and Disadvantages brought by Information Technology to Customer Service
The following issues will be discussed: aids from internet access, impact on service delivery efficiency, impact on data management, information access and security problems, communication, bridging the cultural gap, and impact on job opportunities
2.1 Aids from internet access
Internet access is so approachable and easy access to all walks of life in this era. Customers and consumers are more towards online-shopping instead of physical shopping; this has been a trend for entrepreneurs to create their own business without actually having a shop to sell the products. Online shopping enables customers to save time from travelling physically to the store by providing product delivery service (Saprikis et
A study by Blem(1995:6), stated service quality is vital to help create the bond between business and its clients. According to Kotler(2007, Cited by Phiri and Mcwabe 2013 p.97) In today’s competitive business environment, service quality is relatively important to attract and retain customers(as customer service satisfaction depends on how well the service customer receive match their expectations based on their individual personalities(Webster, 1989). However, according to Cook(2002), consumers have been increasingly educated, sophisticated, and informed, high quality of services are expected from the consumers nowadays.
Information technology has made a great change to the world for the past decades, according to Bharati, P. and D. Berg (2003), information system(IS) has made major contribution to the service sector by improving the quality of service. Consequently, one of the primary reasons organizations are investing in information system as IS has substantially improved service sector performance. Investment in automation has been popularized among industries for quite a time, and with this evolution on technology it has helped them to reduce the workload.
2.0 Advantages and Disadvantages brought by Information Technology to Customer Service
The following issues will be discussed: aids from internet access, impact on service delivery efficiency, impact on data management, information access and security problems, communication, bridging the cultural gap, and impact on job opportunities
2.1 Aids from internet access
Internet access is so approachable and easy access to all walks of life in this era. Customers and consumers are more towards online-shopping instead of physical shopping; this has been a trend for entrepreneurs to create their own business without actually having a shop to sell the products. Online shopping enables customers to save time from travelling physically to the store by providing product delivery service (Saprikis et