Adebanjo, Dotun ORCID: 0000-0003-4845-9411 and Liu, Yun (2008) The impact of new and emerging technologies on customer relationships and satisfaction. In: ICQR 2007: Proceedings of the Fifth International Conference on Quality and Reliability 2007. Research Publications, Singapore, pp. 256-261. ISBN 9789810593896

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Abstract

In an effort to remain competitive and increase levels of customer satisfaction, organisations often seek out new and emerging technologies to enhance their operation. In particlular, the adoption of internet-enabled mobility of service has been widespread in the recent past. This study identifies some of the technological solutions adopted in two key sectors – banking and retail. A survey of customers indicated that technology-based offerings improve levels of satisfaction among most customers although some of these customers have not used the technological facilities provided. Furthermore, there is a significant minority of customers averse to using technology and necessitate the need for on-going provision of traditional service.

Item Type:	Conference Proceedings
Title of Proceedings:	ICQR 2007: Proceedings of the Fifth International Conference on Quality and Reliability 2007
Additional Information:	[1] This paper was first presented at The Fifth International Conference on Quality and Reliability (ICQR 2007) held from 5-7 Nov 2007 in Chiang Mai, Thailand. [2] ISBN: 9789810593896 (RPS); 9789810594046
Uncontrolled Keywords:	technology, customer relationships, customer satisfaction
Subjects:	H Social Sciences > HF Commerce Q Science > QA Mathematics > QA76 Computer software T Technology > T Technology (General)
Faculty / School / Research Centre / Research Group:	Faculty of Business > Networks and Urban Systems Centre (NUSC) > Supply Chain Management Research Group
Related URLs:	Organisation Organisation
Last Modified:	14 Oct 2016 09:27
URI:	http://gala.gre.ac.uk/id/eprint/11282

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