Universiti Teknologi Malaysia Institutional Repository

Customer satisfaction via information and communications technology

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 (Unpublished)



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.

Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:Information & communications technology (ICT), customer satisfaction
Subjects:Q Science > QA Mathematics > QA75 Electronic computers. Computer science
H Social Sciences > HE Transportation and Communications
Divisions:Computer Science and Information System
ID Code:6141
Deposited By: Zalinda Shuratman
Deposited On:25 Aug 2008 02:35
Last Modified:01 Jun 2010 15:39

Repository Staff Only: item control page