Influence of Information Technology on Service Delivery among the Public Customer Care Centers in Switzerland
DOI:
https://doi.org/10.53819/81018102t5046Abstract
Technology is essential to contemporary customer service. IT has actually led and continues to contribute to enhanced effectiveness and performance in service delivery. The study sought to examine the role of it on enhancing service delivery in customer care centers in Switzerland. The acquisition and application of any modern technology should consequently be done with the vital stakeholders in mind. Service organizations have actually made use of technology to enhance their performance. The internet has the ability to bring lots of choices right into the hands of the customer and has actually enhanced the speed of globalization. Those organizations which are focused on development and improvement are required to invest in technology as it has an influence on service delivery. The study embraced the descriptive study design. The target population consisted customers. Especially, the target population was 400 individuals. The data collection tools consisted surveys. The data was analyzed making use of both descriptive and inferential statistics. The research concluded that the use of technology has a positive impact on enhancing service delivery in the customer care centers. Information technology is essential in enhancing services delivery to the clients. The level of technology adoption affects the service delivery which indicates that if the level of innovation is enhanced in the operations of the customer care centers, after that the efficiency in service delivery will also increase. The study advises that customer care centers must ensure that they take on the technology for the improvement of service delivery. A lot of the services need to be used online by customers in order to increase service provision.
Keywords: Information technology, service delivery, customer care centers, Switzerland
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