The Role of Strategic Information System Characteristics on Customer Service Quality

Abstract

This study empirically seeks to examine the role of strategic information system characteristics represented by four dimensions (reliability, cost, time, and flexibility) on customer service quality that represented by four dimensions as well (courtesy, competence, communication, and credibility). In conducting this study data collected through primary sources using a survey questionnaire from a random sample of 43 participants. Questionnaire consists of (32) items measured on five point Likert scale. The obtained data was analyzed quantitatively using SPSS program version 20 for both descriptive statistical as well as analytical statistics. The result from this study reveals that there is a strong positive relationship between strategic information system characteristics and customer service quality, and statistically there is a significant strong impact of strategic information system characteristics on customer service quality. Introduction Recently, the leading huge organizations use information and information system in various fields as a tool to outperform of their competitors. A certain information system used to achieve this goal called strategic information system. The growth of the strategic use of information system led to the change in concept as well as the role of information in the organizations. Furthermore, the use of strategic information system requires a change in the objectives of the organization or its relationship with consumers, suppliers, internal processes, and structure information. Organizations that build a successful strategic information system can go beyond the regulatory barriers between jobs and allow the participation of information between the organization and the various functions, and between consumers and suppliers. Many organizations including hospitals seeking to improve the quality of services provided in order to reach the point of excellence. Besides, the organizations are using a variety of strategies to improve the level of performance. The most important of these strategies is depending on information system characteristics that help hospitals to providing high quality of services to customers in order to satisfy customers' needs and wants.