CONCEPTUAL EVALUATION OF INFORMATION SYSTEM’S PROCESSES AND CUSTOMER RELATIONSHIP MANAGEMENT

A CASE STUDY

Résumé

We cannot deny the role of information system processes in the actualization of an organization’s objectives in terms of customer relationship and loyalty. Despite these roles, some school of thought, believes information system processes have nothing to do with customer loyalty. This study aims to evaluate information systems, processes and customer experience management of Etisalat Nigeria. Participants were randomly selected and administered questionnaires. Participants were asked to provide response relating to satisfaction, loyalty, trust, and perception of service quality of the Nigerian communication services. The result of the analyses revealed
that management information systems processes have a negative/weak correlation with an insignificant impact on customer loyalty. On the other hand, management information system processes portray a positive/weak correlation indicating an insignificant impact on customer satisfaction. This result was confirmed by the regression analysis of the study, which also revealed the study had no error term of variance.