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

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.