Information Technology and Customer Service Performance among Insurance Companies in Nigeria
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Date
2014
Authors
Aduloju, S.A
Olowokudejo, F
Obalola, M
Journal Title
Journal ISSN
Volume Title
Publisher
European Journal of Business and Management
Abstract
Information technology (IT) has been regarded as an enabler of business process. Despite the significant
progress made in IT business-value research, findings have been mixed and inconsistent. This study aims at
finding out if IT resources per se can account for variations in customer service performance among insurance
companies in Nigeria. Using primary data obtained through field survey of 402 insurance companies in Nigeria,
three hypotheses were tested with the aid of ordinary least square regression. Results show that all the three
components of IT namely, IT infrastructure, IT technical skills and IT spending have weak relationship with
customer service performance. This study recommends that in order to realise benefits from IT investments, IT
resources must be accompanied by a judicious mix of management, economic, and human resources.
Description
Staff Publications
Keywords
Information Technology , Insurance Companies , Customer Service Performance , Human Resources
Citation
Aduloju, S.A, Olowokudejo, F and Obalola, M (2014) Information Technology and Customer Service Performance among Insurance Companies in Nigeria . European Journal of Business and Management, Vol. 6(20)