Influence of information and communication technologies on customer satisfaction and increase in the number of customers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Julio César Acosta-Prado ◽  
Arnold Alejandro Tafur-Mendoza
Keyword(s):  
Customer Satisfaction ◽  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Medium Effect ◽  
Equation Modeling ◽  
Management Decision ◽  
Content Type ◽  
Information And Communication ◽  
The Impact ◽  
Number Of Customers

Purpose Information and communication technologies (ICT) play an important role in business management today. However, there is little information on how the uses of ICT within firms create positive results regarding service. The purpose of the study is to know the degree of influence of ICT on customer satisfaction and increase in the number of customers. Design/methodology/approach The sample consisted of 102 Colombian new technology-based firms (NTBFs) located in business incubators and technology parks, selected through a non-probabilistic, purposeful sampling. To perform the statistical analysis, structural equation modeling was used. Findings The results indicated a good fit of the proposed model, where ICT have a positive and significant influence with a medium effect on customer satisfaction and a large effect on increase in the number of customers. The findings showed that the implementation of ICT in the different internal processes of NTBFs favors external processes, to improve and innovate the quality of their service, reflecting in a positive perception of customers. Originality/value Influence of ICT on the performance of firms has not been widely studied in non-economic results. The internal processes of the firms are the use of internet technologies, collaboration, management, decision-making support, search and data management. Meanwhile, external processes involve services directly visible to customers. Previous research does not consider the impact of ICT on internal processes that have repercussions on external processes.

Impact of information and communication technologies (ICT) on student’s learning: a case from university of the Punjab, Pakistan

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Toqeer Ahmad ◽  
Arslan Sheikh
Keyword(s):  
Information And Communication Technologies ◽  
Pearson Correlation ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Communication Technologies ◽  
Content Type ◽  
Information And Communication ◽  
Types Of Information ◽  
The University ◽  
The Impact

Purpose This study aims to investigate the impact of information and communication technologies (ICT) on student’s learning primarily concentrating on the following factors: including availability, accessibility and user-ability of using ICT resources. This investigation will highlight the role of ICT in the pedagogical activities of students, especially in their learning. Design/methodology/approach A questionnaire was designed to comprehend the questions related to the objectives and a sample of 275 students through convenience sampling technique was selected that was enrolled in various degree programs of the University of the Punjab, Pakistan. Primarily the descriptive analysis was made and data were presented in tabulated form. However, for inferential analysis, the Pearson correlation test was applied to determine the relationship among the dependent and independent variables including (availability, accessibility user-ability and student’s learning) and to test the hypotheses of the study. Findings The findings disclose that students at the University of the Punjab have access to various kinds of ICT applications and resources. Moreover, they have an adequate number of ICT equipment available for their use and they are familiar with various kinds of ICT applications and resources which they use in various educational tasks during their studies. A strong positive linear correlation exists between availability, accessibility and user-ability of using ICT resources and the student’s educational learning. This confirms that ICT plays a significant role in the student’s educational accomplishments. It helps students in searching, retrieving and consulting various types of information sources. It also helps them in completing their educational tasks in a quick manner. Students at all levels also see it as a matter of great importance to acquire ICT-related skills as this can help them to be more productive in their educational accomplishments. Originality/value This study concludes that availability, accessibility, adequacy and user ability to use the ICT resources positively impact students learning. Therefore, it is highly recommended for students to learn ICT-related skills and to make the best use of the different communication technologies in their pedagogical activities. Moreover, if academic institutions in Pakistan give more emphasis on developing ICT-based infrastructure and ICT skilled manpower then this can also bring fruitful results in the learning process of student’s educational endeavors.

scholarly journals CYCLICITY ANALYSIS OF THE BANK PERFORMANCE INDICATORS IN TERMS OF THE IMPLEMENTATION OF INNOVATIVE CUSTOMER SERVICE TECHNOLOGIES

2021 ◽  
Vol 2021 (1) ◽  
Author(s):  
O. Kuzmenko ◽  
V. Ovcharenko
Keyword(s):  
Information And Communication Technologies ◽  
Customer Service ◽  
Banking Sector ◽  
Communication Technologies ◽  
Change Models ◽  
Innovative Technologies ◽  
Information And Communication ◽  
Administrative Expenses ◽  
The Impact ◽  
Number Of Customers

Technological development, especially in the field of information and communication technologies, are changing the banking business. The implementation of innovative information and communication technologies for customer service in the banking sector allows banks to increase the number of customers and reduce their costs. The study of indicators that characterize changes in bank costs and customer number, their trends and seasonal or cyclical changes, will predict the development of the banking sector and the introduction of modern technologies in their activities, which, in turn, reduce the impact of inefficient management and investment decisions when implementing the latest technologies in their activities. The purpose of the study is to identify the trend and cyclical changes in the values of banking indicators and their relationship with the implementation of innovative technologies by banks. This paper has analyzed the indicators of general administrative expenses and commission income of Ukrainian banks for the period from January 2009 to December 2020, as these indicators indirectly characterize the implementation and use of innovative technologies by banks. This paper constructs indicators change models of general administrative expenses and commission incomes which include trend and cyclical components. The models' accuracy is within 10%. The analysis of indicators' cyclicity was performed by methods of harmonic analysis using the package PTC Mathcad 6.0. Both indicators show an increasing trend. The identified periods of fluctuations in the components of the total administrative expenses are 3, 4 and 72 months. The identified periods of fluctuations in the components of the commission income are 14.4, 28.8 and 72 months. The paper has made the forecast of indicators of general administrative expenses and commission incomes for 2021. The results of this study can be considered at planning and forecasting of development of banking system of Ukraine and influence of innovative technologies on this development.

How integration of information and communication technologies impact academic achievement? An empirical study on Sindh education foundation

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Amjad Ali Rind ◽  
Muhammad Mujtaba Asad ◽  
Shahmeer Ali Marri ◽  
Fahad Sherwani ◽  
Fazal Ur Rehman
Keyword(s):  
Information And Communication Technologies ◽  
Science Teachers ◽  
Teaching And Learning ◽  
Secondary Data ◽  
Communication Technologies ◽  
The Body ◽  
Content Type ◽  
Science Scores ◽  
Information And Communication ◽  
The Impact

PurposeThe purpose of the study was to evaluate the impact of Introduction of Smart Teaching and Learning (INSTAL) project on students' academic achievements in terms of students' science scores. Information and communication technologies (ICT)-based initiative was introduced in Sindh Education Foundation (SEF) schools at District Khairpur, Sindh, Pakistan. The aim of the study was to identify whether science test scores of students have been improved with the use of INSTAL facility at schools or remained the same at SEF-supported schools.Design/methodology/approachThe quantitative research approach has been used in the current study, and within it a quasi-experimental research design was employed. The descriptive (mean, standard deviation) and inferential statistics (independent sample t-test and paired sample t-test) were computed to find the pre- and post-difference in science scores of students. Both primary and secondary data were used. The primary data were gathered through questionnaire from 48 science teachers. Whereas, secondary data of 382 students who used ICT-based facility under INSATL project for two academic years were taken from quality assessment test (QAT) scores conducted by third party in SEF-assisted schools in District Khairpur.FindingsThe findings of the study revealed that the students' science scores improved by 10% in one year and 23% in two years with the use of ICT-based facilities under INSTAL project. Also, it can be concluded from the results that ICT has a positive as well as statistically significant impact on students' science learning by using INSTAL facility in schools. Results of the study show that students' level of interest toward learning science has been enhanced by the use of ICT.Practical implicationsAs the world is rapidly moving toward digitalization, the modes of teaching and learning have been changing. ICT plays a very significant role in the betterment of education. ICT helps to achieve socio-economic development of a country. However, Pakistan, being a developing country, has not that much resources, and ICT-based learning is not common in Pakistan. Therefore, it is very important to be aware people about the usage of technology in teaching and learning. The present study is an attempt to create such type of awareness. Moreover, the current study may be the first kind of study in the context of Pakistan which used TPACK as theoretical framework, and this study may contribute to the body of knowledge in the context of ICT.Originality/valueImplementing ICT-based software for teaching and learning in rural context of Pakistan was a challenging task, but it has brought positive results in terms of student's achievement. This may be the first study that has been conducted in the context of adopted schools of SEF.

How will ICTs affect our environment in 2020?

foresight ◽  
2005 ◽  
Vol 7 (1) ◽  
pp. 77-87 ◽  
Author(s):  
Carlos Rodríguez Casal ◽  
Christine Van Wunnik ◽  
Luis Delgado Sancho ◽  
Jean Claude Burgelman ◽  
Paul Desruelle
Keyword(s):  
Information And Communication Technologies ◽  
Environmental Sustainability ◽  
Communication Technologies ◽  
Environmental Indicators ◽  
Positive Contribution ◽  
Content Type ◽  
Rebound Effects ◽  
Innovative Methodology ◽  
Information And Communication ◽  
The Impact

PurposeThis paper aims to present the results of a research project that the Institute for Prospective Technology Studies commissioned to research the possible effects of information and communication technologies (ICT) on a set of environmental indicators in 2020.Design/methodology/approachThe project adopted an innovative methodology combining qualitative scenario‐building and quantitative modelling.FindingsThe general conclusion was that the impact of ICT is roughly between −20 and +30 percent. Therefore there are significant opportunities for improving environmental sustainability through ICTs, which can rationalise energy management in housing (or facilities), make passenger and freight transport more efficient, and enable a product‐to‐service shift across the economy.Originality/valueThe impact of ICT should accordingly be taken into account by environmental policies in order to ensure that ICT applications make a positive contribution to environmental outcomes, and, at the same time, to suppress rebound effects.

The application of organizational cybernetics and ICT to collective discussion of complex issues

Kybernetes ◽  
2015 ◽  
Vol 44 (6/7) ◽  
pp. 1146-1166 ◽  
Author(s):  
José Pérez Ríos ◽  
Iván Velasco Jiménez
Keyword(s):  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Quantitative Information ◽  
Group Discussions ◽  
Content Type ◽  
Deliberation Process ◽  
Degree Of Satisfaction ◽  
Information And Communication ◽  
Organizational Cybernetics ◽  
The Impact

Purpose – The purpose of this paper is to expose how organizational cybernetics (OC)-related concepts could be used in combination with information and communication technologies (ICT) to facilitate group discussions on complex issues, and to show its impact in a real case. Design/methodology/approach – A software inspired by OC and team syntegrity concepts has been developed with the aim of helping groups of people to deliberate around complex issues through the internet. Two groups of persons with similar backgrounds were chosen to pursue a deliberation process around the same issue. One had the support of ICT while the other did not. The authors used the same questionnaires with both groups, aimed at getting qualitative and quantitative information about the results obtained in each case. Findings – The results obtained show that the group working with ICT support did produce a better output (quality and quantity) than the group not supported with ICT as well as a higher degree of satisfaction in practically all indicators than the second group. Research limitations/implications – The authors are dealing with only one experiment and therefore cannot make a generalization. It would be desirable to repeat the experiment with various groups and in different contexts. Originality/value – An internet-based software inspired by OC concepts was created to facilitate the first phases (generation and aggregation of ideas) of a deliberation process and the authors measured, in an experiment with two groups of people with similar backgrounds, the impact of using it on the quality and quantity of information produced through the process.

Using a digitization index to measure the economic and social impact of digital agendas

Info ◽  
2014 ◽  
Vol 16 (1) ◽  
pp. 32-44 ◽  
Author(s):  
Raul Katz ◽  
Pantelis Koutroumpis ◽  
Fernando Martin Callorda
Keyword(s):  
Human Capital ◽  
Information And Communication Technologies ◽  
Social Impact ◽  
Communication Technologies ◽  
Two Dimensions ◽  
Infrastructure Investment ◽  
Cumulative Impact ◽  
Content Type ◽  
Information And Communication ◽  
The Impact

Purpose – The purpose of this paper is to measure the cumulative, holistic impact of discrete information and communication technologies. It also provides a glimpse of applications and service adoption, which complements more traditional perspectives such as technology penetration. This approach is utilized to measure achievements in implementing a policy such as Europe's Digital Agenda. Design/methodology/approach – Measuring digitization should cover the transition to digitally intensive societies across multiple sets of metrics, capturing not only technology penetration, but also its use in order to understand the full impact of digitization. For this purpose, a composite index was developed based on six overarching components: affordability, infrastructure investment, network access, capacity, usage, and human capital. Findings – These concepts were utilized to assess Europe's performance in terms of its digitization. Significant gaps were highlighted both in terms of its uneven development, but also in terms of lags in the areas of infrastructure investment and digital technology usage. The economic payback to be generated by pro-actively addressing these gaps promises to be significant. Practical implications – From a policy standpoint, the paper raises an interesting hypothesis to be explored in the European context: while the implementation of the Digital Agenda could be tackled in an overarching continental manner, particularities in each member country digitalization might raise the need for a more differentiated approach. In particular, European countries at the transitional stage should emphasize the creation of necessary incentives to accelerate investment in telecommunications networks. Additionally, demand promotion strategies focused on digital literacy and content development appear to be a critical lever to enhancing digitization. On the other hand, the policy challenges for the advanced countries appear to cluster around investment in infrastructure and the development of human capital. Originality/value – Previous attempts to measure the impact of ICT have focused primarily on measuring and assessing the economic effects of widespread access to either wireless or broadband technology. This approach puts additional emphasis on two dimensions: cumulative impact of information and communication technologies and usage.

E-government in the making: an actor network perspective

2015 ◽  
Vol 9 (1) ◽  
pp. 104-125 ◽  
Author(s):  
Antonio Cordella ◽  
Jakob Hesse
Keyword(s):  
Information And Communication Technologies ◽  
Actor Network Theory ◽  
Communication Technologies ◽  
Dynamic Interactions ◽  
Actor Network ◽  
Content Type ◽  
The Public ◽  
Government Project ◽  
Information And Communication ◽  
The Impact

Purpose – This paper aims to introduce a new approach to the framing of e-government projects. It discusses e-government as a continuing process of interaction and change. The paper uses general concepts borrowed from actor–network theory (ANT) to highlight the on-going negotiation that is an endogenous characteristic of every e-government projects. Design/methodology/approach – The research builds on the findings of a case study. The case of the Akshaya e-government project in Kerala, India, is presented to offer an instance of the negotiation that occurs among the different actors involved and the consequent changes the project itself experiences. Findings – The paper shows that e-government initiatives are unstable and change over time, as they are cast in the dynamic interaction that occurs between the actors involved in the e-government project. It also suggests that the ANT is a valuable framework to study these dynamics. Research limitations/implications – Main contribution of the paper is the evidence that e-government projects should be studied in their making and not as a result of planned action and sequential evolutionary phases. Practical implications – The paper offers new insights for the planning, design and most importantly management of e-government projects. Originality/value – The paper contributes to the literature by shedding light on the importance of the dynamic interactions that shape the impact of information and communication technologies (ICTs) on government policies. The proposed framework is a basis for further theorisation with regards to the complexity underpinning the deployment of ICTs in the public sector.

THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGIES ON THE ECONOMY OF OUR COUNTRY

2020 ◽  
Vol 11 (3) ◽  
pp. 80-85
Author(s):  
Bekzod Bobomurodov ◽  
◽  
Dilfuza Akabirxodjayeva
Keyword(s):  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Analytical Analysis ◽  
Information And Communication ◽  
The Impact

This article has discussed the importance of information and communication technologies for the economy of Uzbekistan and the ongoing reforms in this area. The purpose of the study is to give suggestions and recommendations for the development of ICT in Uzbekistan. In the article, an analytical analysis of employment in the field of ICT has been accomplished.

From digital citizen to digital professional

Kybernetes ◽  
2019 ◽  
Vol 48 (7) ◽  
pp. 1463-1477
Author(s):  
Olga Marino ◽  
Jaime Andres Gutierrez ◽  
Sandra Aguirre
Keyword(s):  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Cutting Edge ◽  
Case Study Methodology ◽  
Content Type ◽  
Innovative Strategy ◽  
Global Issues ◽  
Wide Range ◽  
Information And Communication ◽  
Teaching Learning

Purpose This paper aims to propose and evaluate a pedagogically sound and innovative strategy to teach a higher education course that prepares future professionals to intelligently use information and communication technologies (ICTs) in their personal and professional lives. Design/methodology/approach The conceptual framework used for the design of the course was the socio-constructivism and activity theories. The implementation of the course was evaluated using the intrinsic case study methodology by including several instruments. Findings The pedagogical strategy proposed proved to be sound, as the evaluation showed that students were able to describe, use and propose innovative uses of a wide range of cutting-edge technologies in their both everyday lives and professional settings; they also had the skills to analyse the opportunities and challenges that these presented. Moreover, students liked this innovative way of learning and ended with a positive attitude towards ICT. Originality/value Although several courses prepare students to be digital citizens or use ICT to enhance the teaching-learning process, millennials are ill prepared to use cutting-edge technologies in an innovative, responsible and critical way in their future professions. The course that was designed is original in that it goes beyond preparing digital citizens to prepare professionals in any domain to use ICT in an informed and responsible way. Moreover, it is a documented, successful example of an undergraduate universal course in a highly important current society dimension. The authors believe that its pedagogical proposal could be transferred to courses dealing with other global issues such as the environment, economy and peace.

scholarly journals The Teaching Digital Competence of Health Sciences Teachers. A Study at Andalusian Universities (Spain)

2021 ◽  
Vol 18 (5) ◽  
pp. 2552 ◽  
Author(s):  
Julio Cabero-Almenara ◽  
Julio Barroso-Osuna ◽  
Juan-Jesús Gutiérrez-Castillo ◽  
Antonio Palacios-Rodríguez
Keyword(s):  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Health Sciences ◽  
Teaching Skills ◽  
Digital Competence ◽  
Digital Resources ◽  
Teaching Competence ◽  
Information And Communication ◽  
The Impact ◽  
Educational Field

The impact and benefit that information and communication technologies (ICT) have in the educational field require new teaching skills. This fact has been increased by the recent crisis caused by COVID-19. This study tries to investigate the level of digital teaching competence (DTC) of Higher Education teachers of Health Sciences, and its relationship with several variables. For this, it has the participation of 300 teachers from the 9 universities of Andalusia (Spain). The research is structured through a descriptive (RQ1) and inferential (RQ2) design. The answers given to the DigCompEdu Check-In questionnaire adapted to the Spanish context are analyzed. The results, which show high levels of reliability of the questionnaire (Cronbach and McDonald) and validity (CFA), indicate that the level of competence is basic-intermediate. In addition, the area in which teachers excel is digital resources. For this reason, it is proposed to structure personalized training plans and continue expanding the characteristics of this study at an international level.

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