Impact of information technology on customer satisfaction in the economics and finance organization (a case study of Zahedan city)

The topic of this study is the impact of Information Technology on customer satisfaction in the Economics and Finance Organization. In this study, the impact of two important components of information technology (Internet and Mechanization of activities) on components of customer satisfaction (expected perceived value and perceived quality) has been studied. The population of the research is the tax-payers of the Economy and Finance of the city of Zahedan and the number of samples, using Cochran's formula, is 198 altogether. To test the hypotheses, Friedman Test and Wilcoxon two-sample test are used with regard to parametric or non-parametric status of variables. The present research is of applied research regarding its goal, and a descriptive survey regarding method. The results show a significant impact of information technology on customers' expectations and with no considerable impact on the perceived value and perceived quality.

کلیدواژه ها:

Information technology ، Customer satisfaction ، Economy and finance organization