Links between strategic goals, information technology and customer satisfaction during business process reengineering
by Dragan Jovanoski; Toni Malinovski; Sime Arsenovski
International Journal of Business Process Integration and Management (IJBPIM), Vol. 8, No. 3, 2017

Abstract: The purpose of this study is to determine underlying constructs that predict customer satisfaction during business process reengineering, with focus on organisation strategic goals and information technology as key enabler. Literature review leads to development of a structural equation model (SEM) illustrating links between strategic goals, information technology compounded of behaviour/performance of the utilised IT solution, customer perceived ease of use and attitude, as well as customer satisfaction. The model was tested using survey data from a sample of 236 students who used a new service as result of the process reengineering project. The strategic goals were significantly correlated with both utilised IT solutions and customer satisfaction, while IT solutions had direct effect on customer perceived ease of use and attitude towards the introduced change and utilised technology. Customer attitude also influenced customer satisfaction, while customer perceived ease of use of the IT solution failed to predict their satisfaction.

Online publication date: Tue, 25-Jul-2017

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Business Process Integration and Management (IJBPIM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com