The Effect of IT Investments on Customer Satisfaction
Subject Areas : Technology ManagementBehtaj Rasoli Poshte 1 , Jafar Bagheri Nejad 2
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Keywords: Information Technology, Information Technology Investments, Customer Relationship management, Customer Satisfaction,
Abstract :
Almost two trillion dollars in the world are capital and expenditure in the field of information technology projects annually. It's been more than a decade that researchers have discussed business value of information technology investment. Also plenty of investment has been spent to satisfy the customer and shopping experience in fields which are related to information technology. For example, firms have experienced low investment of information technology such as the Internet Services providers and high investment of information technology such as comprehensive information systems for the implementing and enforcing human resources planning. This article is a result of research on information technology and intends to review information technology investments and technologies such as Customer Relationship Management and determine its impact on customer satisfaction. Comparative analysis of findings showed that there is a direct relationship between information technology investment of organizations and customer satisfaction in wide-scale.
