scholarly journals A customer-centric approach towards evaluating single-choice information technology service provision to the parastatal sector of South Africa

2014 ◽  
Vol 9 (4) ◽  
pp. 401-412
Author(s):  
MC Cant ◽  
JW Strydom ◽  
VM Moodley ◽  
DH Tustin
Keyword(s):  
South Africa ◽  
Information Technology ◽  
Service Provision ◽  
Service Providers ◽  
User Preferences ◽  
Term Survival ◽  
Technology Service ◽  
Information Technology Service

The article presents a case study whereby the service performance of a single-choice information technology service provider in the parastatal industry of South Africa is measured against multi-choice private service providers without any provisional agreements.  The outcome of the case study reveals that single-choice service provision options with provisional agreements have a limited chance of success if they are not supported by strong service user inputs.  In fact, provisional strategies that disallow sound competition among service providers are bound to impact negatively on user preferences as well as information technology skills development opportunities that  are required to improve service provision generally and long-term survival in particular.

Relationships among Information Technology, Service Quality, and Overall Satisfaction of the Customers in Life Insurance Corporation of India

2016 ◽  
pp. 1465-1476
Author(s):  
Partha Sarathi Choudhuri
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Life Insurance ◽  
Service Providers ◽  
Insurance Companies ◽  
Insurance Sector ◽  
Significant Relationships ◽  
Technology Service ◽  
Information Technology Service

At present, customers are fully aware of their needs and requirements, expectations, and information technology-enabled services. Based on the several factors, customers are evaluating the quality of perceived services offered by their service providers as well as estimating their overall satisfaction with their service providers. As customer satisfaction has now become the ultimate goal of the different service providers, considering different factors, organizations are trying to move their focus from product to the customers. Like any other sector, in life insurance sector the insurance companies are trying to provide better quality of services to their customers with the help of information technology not only to satisfy them but also to retain them in the competitive insurance market. In this chapter, the author studies the significant relationships among the information technology, service quality, and overall satisfaction of the customers in Life Insurance Corporation of India in Burdwan.

Relationships among Information Technology, Service Quality, and Overall Satisfaction of the Customers in Life Insurance Corporation of India

2015 ◽  
pp. 195-206 ◽  
Author(s):  
Partha Sarathi Choudhuri
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Life Insurance ◽  
Service Providers ◽  
Insurance Companies ◽  
Insurance Sector ◽  
Significant Relationships ◽  
Technology Service ◽  
Information Technology Service

At present, customers are fully aware of their needs and requirements, expectations, and information technology-enabled services. Based on the several factors, customers are evaluating the quality of perceived services offered by their service providers as well as estimating their overall satisfaction with their service providers. As customer satisfaction has now become the ultimate goal of the different service providers, considering different factors, organizations are trying to move their focus from product to the customers. Like any other sector, in life insurance sector the insurance companies are trying to provide better quality of services to their customers with the help of information technology not only to satisfy them but also to retain them in the competitive insurance market. In this chapter, the author studies the significant relationships among the information technology, service quality, and overall satisfaction of the customers in Life Insurance Corporation of India in Burdwan.

Alignment of Perceptions in Information Technology Service Quality

2011 ◽  
pp. 260-273
Author(s):  
Luís Kalb Roses
Keyword(s):  
Information Technology ◽  
Quality Management ◽  
Service Quality ◽  
Service Providers ◽  
Point Of View ◽  
Service Performance ◽  
It Service ◽  
Technology Service ◽  
Service Quality Management ◽  
Information Technology Service

The chapter explains the importance of taking the expectations of customers and service providers into account with regard to IT service quality management. To do this, the author uses the SERVPERF method, which identifies expectations regarding service performance from the point of view of both the customer and the provider. Based on an empirical study, the author demonstrates the importance of aligning IT staff with staff from the customer company as far as quality management is concerned.

Sustaining innovation of information technology service providers

2017 ◽  
Vol 47 (2/3) ◽  
pp. 156-174 ◽  
Author(s):  
Alfred Presbitero ◽  
Banjo Roxas ◽  
Doren Chadee
Keyword(s):  
Information Technology ◽  
Developing Countries ◽  
Knowledge Sharing ◽  
Service Providers ◽  
Moderated Mediation ◽  
Organisational Learning ◽  
Content Type ◽  
Knowledge Based ◽  
Technology Service ◽  
Information Technology Service

Purpose How do knowledge-intensive technology-based offshore information technology service providers (ITSPs) in developing countries sustain their innovation and remain competitive? The purpose of this paper is to answer this question by drawing from the knowledge-based view of firm innovation to argue that organisational collectivism (COLL) plays a crucial role in influencing the effects of knowledge-based capabilities on innovation of ITSPs. Design/methodology/approach The study develops a model which shows that learning mediates the effects of knowledge sharing on innovation and that COLL moderates the effects of knowledge sharing on both innovation and learning. A moderated-mediation model is tested using structural equation modelling techniques and data (n=388) from a survey of ITSPs in the Philippines. Findings The results show that knowledge sharing capability is positively related to innovation and that organisational learning capability fully mediates the effects of knowledge sharing on innovation. Moreover, COLL is found to significantly and positively moderate the effects of knowledge sharing on both organisational learning and innovation. The results indicate that organisational learning serves as the mechanism that transforms knowledge into innovation, but this effect is contingent on COLL of ITSPs. Practical implications The findings suggest that ITSPs from developing countries can look beyond costly investments in research and development activities to invigorate their innovative capabilities. ITSPs can focus on the development of their intangible assets such as COLL to enhance the effects of knowledge-based resources on innovation for sustaining their competitiveness. Originality/value The moderated-mediation analytical approach to assessing the joint effects of knowledge sharing, organisational learning and collectivism on innovation is novel. The significant effects of the moderator suggest that the mediation mechanisms might differ depending on the levels of development of COLL in the organisation.

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