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Retailer Banks Information Technology Governance impact on customers statisfaction

Author

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  • Mohmed Mustafa

    (Ritsumeikan Asia Pacific University)

Abstract

Information technology IT has become essential component in retailer banks business model, by heavily investing in information technology assets banks are able to offer numerous e-services via new innovative channels. This development makes it imperative to adapt standard IT management framework to insure high investment return and customers satisfaction. This paper examines the relation between retailer banks IT governance practices and banks customers satisfaction. For this purpose, questionnaires developed using COBIT5 IT governance framework as benchmark and sent to 4 retailer Banks IT managers. another questionnaire filled up by 350 this bank?s customers to assess their level of satisfaction. The results show that all banks understudy partially adapting Cobit5 framework process, it also indicates that some process such as services delivery and aligned planing and organization has higher impact on customers satisfaction level.

Suggested Citation

  • Mohmed Mustafa, 2019. "Retailer Banks Information Technology Governance impact on customers statisfaction," Proceedings of International Academic Conferences 9011054, International Institute of Social and Economic Sciences.
    • Handle: RePEc:sek:iacpro:9011054
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    File URL: https://iises.net/proceedings/iises-international-academic-conference-london/table-of-content/detail?cid=90&iid=027&rid=11054
    File Function: First version, 2019
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    More about this item

    Keywords

    IT governance; Cobit 5; IT Audit ; Customers satisfaction;
    All these keywords.

    JEL classification:

    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software

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