Abstract:
In this paper an attempt has been made to show how information technology (IT) is used as a strategic tool to meet competitive advantages and how it is rapidly becoming a necessary ingredient for achieving quality within the service industry. An in-depth review of information requirements for service sectors has been made and the possible relationships between lT and typology of service organizations, service quality and improving market position have been highlighted. Also, integration of lT and service dimensions has been addressed and some important issues required for a successful integration have been proposed. The findings indicate that different types of service operations require different levels of IT. Authors have also emphasized that lT plays an important role in the service industry, especially in financial and healthcare sectors and it will continue to increase in importance as managers further appreciate the benefits that can be gained, as lT is treated as a strategic issue and as the complexities of a large network, demand increased capabilities in information management.
Machine summary:
com In this paper an attempt has been made to show how information technology (IT) is used as a strategic tool to meet competitive advantages and how it is rapidly becoming a necessary ingredient for achieving quality within the service industry.
January/ June, 2006 Iranian Journal of Information Science & Technology, Volume 4, Number 1 IT systems are expected to help service providers improve service quality, financial performance, customer satisfaction and productivity.
Through case studies, they discussed in detail where information technology had been used or could bc used to improve specific service quality dimensions including reliability, responsivcncss, competence, access, communications, security, understanding and knowing the customers and finally quality control.
(View the image of this page) IT, SERVICE QUALITY SYSTEMS AND IMPROVING MARKET POSITION Olaisen and Revang proposed a model for three levels of’ servtce qiialtty management: the Iranian Journal of Information Science & Technelogy, Volume 4, Ntimher I January / June.
Thc Irauian Journal of Information Science & Technology, Volume 4, Number 1 January / 4u ne, 201)6 banking industry, for example, is moving rapidly to increase the ability of its customers to transact business online.
-IT AND THE HEALTHCARE INDUSTRY The potential benefits lT can provide for the health care industry is similar to other businesses: competitive advantage through quality of information processing, process efficiencies, improved productivity and performance, superior quality of service, greater responsiveness to customer needs and greater organizational flexibility.
2i106 Iranian Journal of Information Science & Technotogy, Volume 4, Number l level of service quality and customer satisfaction.