The Impact of Information Technology on Service Quality, Satisfaction, and Customer Relationship Management (Case Study: IT Organization Individuals)

Abstract

Recent research and studies have shown that Information Technology (IT) has a significant impact on service quality, customer satisfaction, and customer relationship development. With the proliferation and penetration of technology in all aspects of life, organizations are responding to the implications and opportunities that IT creates in relation to customer services. The main objective of using information technology in organizations is to increase customer satisfaction, service quality, and customer relationship management, which the authors will focus on here. Enhancing service quality, improving customer satisfaction, and establishing close and sustainable customer relationships are key advantages of leveraging information technology in this field. This article examines the impact of information technology on service quality, customer satisfaction, and customer relationship development and provides strategies and models for organizations to improve customer satisfaction and establish closer connections with them through the use of information technology. Seventy individuals from the IT field were used to evaluate the proposed model. The proposed model was compared with three models: SEM, regression, and decision tree, and the results demonstrated better performance of this approach.