The Effect of ICT on Service Quality Perception and Customer Satisfaction: The Case of ICT-enabled Services in Selected Banks

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dc.contributor.authorAlly, Najim S.
dc.contributor.authorMbamba, Ulingeta O.
dc.date.accessioned2016-09-21T19:43:48Z
dc.date.available2016-09-21T19:43:48Z
dc.date.issued2009
dc.descriptionFull text can be accessed at http://journal.ifm.ac.tz/index.php/AJFM/article/view/256en_US
dc.description.abstractThis study sought to measure the effect of ICT on service quality perception and customer satisfaction. A sample of 90 respondents, 45 from each bank, was obtained using simple random sample. Hypotheses were tested using the Spearman's rank correlation test. Other findings were summarized and tabulated in frequencies. It was found that effective use of ICT (lCT-enabled services) in banks has a direct relationship with perceived service quality, as well as with customer satisfaction. It implies that effective use of ICT forms the basis for good perception of the bank's services. Hence, to a certain extent the effective use of ICT derives customer satisfaction. For the banks to satisfy their customers, it is recommended they effectively use of ICT to deliver services. The use of ICT must also go hand in hand with other factors like good operations management, customer care, study on customer needs as well as their behaviour, and communication with customersen_US
dc.identifier.citationAlly, N.S. and Mbamba, U.O., 2016. The Effect of ICT on Service Quality Perception and Customer Satisfaction: The Case of ICT-enabled Services in Selected Banks. The African Journal of Finance and Management, 18(2).en_US
dc.identifier.urihttp://hdl.handle.net/20.500.11810/4237
dc.language.isoenen_US
dc.publisherIFMen_US
dc.titleThe Effect of ICT on Service Quality Perception and Customer Satisfaction: The Case of ICT-enabled Services in Selected Banksen_US
dc.typeJournal Articleen_US
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