The impact of modern information technology on customer satisfaction considering the mediating role of organisational health

Naser Moghaddasi and Mojtaba Heidari

International Journal of Services and Operations Management, 2019, vol. 34, issue 3, 279-305

Abstract: Today, an organisation's survival and continuity is based on use of information technology (IT). Without IT, using modern approaches in the organisation and even competition with others would be impossible. With respect to the many developments in IT, the customers of each organisation would expect more from them. The goal of current research is assessing the impact of modern IT on customer satisfaction with mediating role of organisational health. This research is categorised among the descriptive-correlational and an applied in the nature. All consumers of oil products including 267 people have been chosen. The presented model tested by use of structural equation modelling, specifically, partial least squares (PLS). Based on the hypothesis testing, ease of use, speed, accuracy, reliability and accountability as six components of modern IT have positive and meaningful impact on organisational health. Finally, the impact of organisational health on customer satisfaction confirmed. Based on these findings, it can be said that the modern technologies have positive influence on organisational health which leads to customer satisfaction. Our approach and findings have significant implications for managing customer satisfaction in the services industry.

Keywords: modern IT; electronic services; customer satisfaction; organisational health. (search for similar items in EconPapers)
Date: 2019
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