An Examination of IT-Driven Customer Service Innovations and Customer Satisfaction: A Study of Telecom Firms in Katsina State
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Background of the Study
Customer service is a critical determinant of business success, and information technology (IT) has revolutionized how organizations deliver services to their customers. IT-driven innovations such as chatbots, CRM software, and mobile applications have enhanced service delivery, providing faster and more personalized interactions (Jain & Moreno, 2024). In the telecom industry, these innovations are particularly vital given the high customer expectations for efficient and reliable services.
Telecom firms in Katsina State operate in a competitive environment characterized by dynamic customer needs and evolving technological advancements. IT-driven customer service innovations offer firms an opportunity to differentiate themselves by improving customer satisfaction and loyalty (Abdullahi et al., 2023).
While there is growing adoption of these technologies, the extent to which they enhance customer satisfaction remains underexplored. This study investigates the impact of IT-driven customer service innovations on customer satisfaction in the telecom sector in Katsina State.
Statement of the Problem
Despite significant investments in IT-driven customer service innovations, many telecom firms in Katsina State struggle to meet customer expectations. Issues such as system downtime, limited personalization, and inadequate staff training often undermine the effectiveness of these innovations.
The lack of comprehensive studies linking IT-driven customer service innovations to customer satisfaction within the region creates a gap in understanding how these technologies can be optimized. Addressing this gap is crucial for enhancing service quality and customer loyalty in the telecom industry.
Objectives of the Study
1. To examine the impact of IT-driven customer service innovations on customer satisfaction in telecom firms in Katsina State.
2. To identify challenges associated with implementing IT-driven customer service innovations.
3. To assess customer perceptions of IT-driven service delivery.
Research Questions
1. How do IT-driven customer service innovations impact customer satisfaction in telecom firms in Katsina State?
2. What challenges do telecom firms face in implementing IT-driven customer service innovations?
3. What are customer perceptions of IT-driven service delivery in telecom firms?
Research Hypotheses
1. IT-driven customer service innovations do not significantly impact customer satisfaction in telecom firms in Katsina State.
2. Challenges in implementing IT-driven innovations do not significantly affect service delivery.
3. Customer perceptions of IT-driven service delivery do not significantly influence their satisfaction levels.
Scope and Limitations of the Study
The study focuses on telecom firms in Katsina State, examining their use of IT-driven customer service innovations and their impact on customer satisfaction. Limitations may include access to customer feedback data and variations in technology adoption levels across firms.
Definitions of Terms
• IT-Driven Customer Service Innovations: Technology-enabled solutions for enhancing customer interactions.
• Customer Satisfaction: A measure of how well customer expectations are met.
• Telecom Firms: Companies providing telecommunication services.
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