Title: Links between strategic goals, information technology and customer satisfaction during business process reengineering

Authors: Dragan Jovanoski; Toni Malinovski; Sime Arsenovski

Addresses: Department of E-index, Goce Delcev University in Stip, Republic of Macedonia ' Faculty of Information and Communication Technology, FON University, Skopje, Republic of Macedonia ' Faculty of Information and Communication Technology, FON University, Skopje, Republic of Macedonia

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.

Keywords: information technology; business process reengineering; BPR; reengineering project; customer satisfaction.

DOI: 10.1504/IJBPIM.2017.085399

International Journal of Business Process Integration and Management, 2017 Vol.8 No.3, pp.200 - 213

Received: 13 Jul 2016
Accepted: 04 Jan 2017
Published online: 25 Jul 2017 *

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