Customer information systems in Lebanese organizations. (c1994)

Abstract

Customer Information System (CIS) is an issue of great importance at the present time. The time that is witnessing fundamental changes in the economic climate including tough competition, high standards of living, and minimal differences among various products in terms of price and quality; the time the customers are becoming more selective for the companies they are dealing with, more concerned about the rights for a high service quality, and more demanding for a prompt and satisfactory type of response to his \ her complaints; the time information technology became a crucial success factor for achieving an efficient organizational performance. The purpose of the study was to assess the success of organizational performance upon implementing an efficient CIS. Moreover, the research had a purpose of describing and evaluating the CIS and the methods followed in handling customer complaints. It also intended to study tile factors that are most likely to be associated with aiding or hindering the successful implementation of tile system. To elaborate more on the historical background of CIS, a library search was conducted. For better understanding of this purpose, regression analysis, One-Way ANOVA, crosstabulation, and correlation analysis were conducted to test its validity by considering all pertinent factors. According to the results of the analysis, managers' training in both information technology and the importance of the complaining process will help to build a positive attitude towards the adoption of a well developed CIS. Moreover, computerized and proper application of Customer Information Systems will add to the customer satisfaction and to the organization's performance.