Paper
IT Capability Impacts on Quality of Customer Service Process Using Fuzzy AHP Evidence from Iranian Insurance Companies
- Authors:
- Ali Asghar Anvary Rostamy; Davood Khosroanjom; Ali Niknafs; Abolghasem Rajabi; Amin Anvary Rostamy
- Abstract
- Nowadays, providing high quality customer services is a critical strategy of almost all leading and excellent organizations and this quality is increasingly associated with organizational IT capabilities. In competitive environment, organizations pay increasing attention to IT application for enhancing their business performance. This article is to present results of the application of Fuzzy Hierarchal Analysis Process (FAHP) to the evaluation of the effects of IT capabilities on the quality of customer service process in Iranian insurance companies. Lack of literature regarding IT impacts on customer service process and existing ambiguity in human judgments motivated the authors to use FAHP. The objective of this paper is to apply FAHP for IT impact analysis on customer service process and demonstrate practical application in insurance companies. Identifying these impacts aids managers to make appropriate decisions on how to use resources in customer service and enhancing organizational market position with regard to competitors. The results indicate that IT human resource, IT business experience and shared tacit knowledge are important organizational motives toward competitive advantage in Iranian insurance companies.
- Keywords
- IT Capabilities; IT Human Resource; IT Business Experience; Fuzzy Analytical Hierarchal Process; Iranian Insurance Company
- StartPage
- 21
- EndPage
- 29
- Doi