Information technology and customer relationship management (CRM) in some selected insurance firms in Nigeria

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dc.contributor.authorOghojafor, B.E.A
dc.contributor.authorAduloju, S.A
dc.contributor.authorOlowokudejo, F.F
dc.date.accessioned2019-12-16T14:50:56Z
dc.date.available2019-12-16T14:50:56Z
dc.date.issued2011-05-31
dc.description.abstractIn this study, we explore the question of how IT could enhance firm performance in the areas of customer’s service and organization’s profitability in the Nigerian insurance industry. To draw our sample size of 90, 30 insurance companies were randomly selected from the 49-member insurance umbrella body, the Nigerian Insurers Association. Each company received 3 copies of the questionnaire meant for the IT manager, marketing manager and underwriting manager, respectively, making a total of 90. We proposed 3 hypotheses which were tested with the aid of Komolgorov-Smirnov test. Our findings show that while most companies have a comprehensive data base of their customers, not all make provisions for their customers to make major transactions online because they have not fully integrated their customer relationship management with information technology. We also find out that effective combination of customer relationship management with information technology leads to improved customer service and organization’s profitability.en_US
dc.identifier.citationOghojafor, B. E. A., Aduloju, S. A., & Olowokudejo, F. F. (2011). Information technology and customer relationship management (CRM) in some selected insurance firms in Nigeria. Journal of Economics and International Finance, 3(7), 452-461.en_US
dc.identifier.issn2006-9812
dc.identifier.urihttps://ir.unilag.edu.ng/handle/123456789/7139
dc.language.isoen_USen_US
dc.subjectInformation technologyen_US
dc.subjectcustomer relationship management (CRM)en_US
dc.subjectfirm performanceen_US
dc.subjectinsuranceen_US
dc.titleInformation technology and customer relationship management (CRM) in some selected insurance firms in Nigeriaen_US
dc.typeArticleen_US
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