Question

Information Systems Planning and Management 1. As customers, students, patients, taxpayers, andcitizens, we are surounded by information systems that support customer interactions. Identify and describe two such systems that you have used Briefly, describe the types of customer interactions you have experienced with these systems and compare what you found to be important features of each one. Are there features or function that you would change or add to either system? Rubiic 1) Name of the information system (2 points each system) 2) Important features of the system/ the types of custer interactions (6 points each) 3) Any features that you would add/change (2 points each system) (20 points) 2. Suvey the literatuure firom the past 1-2 years to find three articles about IS discipline, which may include the following topics that we covered in Chapter 1: Information systems, Role ofIS, Development of IS IT and individuals (or groups, markets...) -MIS, etc. Summarize the rticles. Your submission must include: 1) Title & Introduction of topic; 2) Summary of 3 aticles 3) Conclusion stating your opinion of the IS contibutions and issues 4) Reference list. Rubic 1) 10 points 2040 points 3) 10 points 4) 5 pounts

Answer 1

Title

Impact of an information system on customer satisfaction.

Introduction

The task that required a lot of time and paperwork in past is now been carried out effortlessly within less time and paperwork using Information technology. Every business requires collection, processing, storing and sharing of data for which information technology was greatly demanded. Information technology user is categorized into three types namely; application designers, application maintainers and application users. Application designers are the individuals who develop the digital platform for application users, while application maintainers help in updating and maintaining the developed application and the application users are the one who uses the application. But as time passed, data processing started to become more complicated and so the decision making also, hereby the information technology bought a new sub-system to support such data processing and decision making. The role of an information system is limitless, to illustrate a few important roles; requirement analysis, operation handling, control system, decision support system and customer relationship management. Information system had become so important that in a recent study conducted by Panorama Consulting Solutions, it is reported that 63% of the companies were using their Information software to eliminate inefficiencies in processes (The University of Scranton’s Online Resource Center, 2019). Information system development has 7 phases namely; Preliminary Analysis [here preliminary requirement of the application will be analyzed and scrutinized], System Analysis [here the system configuration required to develop and operate such application will be analyzed], System Design [layout of how the application will work will be finalized] , Programming [coding for the application will be done], Testing [designed and coded application will test whether it meets the requirement], Implementation [application will be installed to the specific system], Maintenance [updating and upgrading take place] (Dave Bourgeois, 2019).

Relevant Reviews

1. M. Imran, S. Hamid, A. Aziz & W. Hameed (2019) conducted a study titled “The contributing factors towards e-logistic customer satisfaction: a mediating role of information technology”. The major objective of the study was to develop a comprehensive framework for e-logistics customer satisfaction. The researcher had distributed three hundred (300) questionnaires through e-mail among the e-logistic users. The results of the study indicated that effective payment method, low transit time, low distribution charges, and further resulted that information technology had a positive significant relationship with customer satisfaction.
2. Shahriar Akter a, SamuelFosso Wamba, JohnD’Ambra c (2016), conducted a study titled "Enabling a transformative service system by modelling quality dynamics". This study was conducted to develop and validate a quality model to measure the impact on individual, organizational and social outcomes through health service system in Bangladesh. The data was collected through questionnaire and the conceptual model framed and was analyzed using Structural equation model. The result indicated that the service system has a significant relationship with individual, organizational and social outcomes.
3. Yabing Zhaoa, Xun Xub, Mingshu Wang c (2019) conducted a study titled "Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews" measuring customer satisfaction was the objective of the study in the hotel industry. Using a sample of 127,629 reviews were obtained from TripAdvisor. It was found that a higher level of subjectivity and readability and a longer length of textual review make overall customer satisfaction low, and a higher level of diversity and sentiment polarity of textual review leads to overall customer satisfaction high.

Conclusion stating my opinion

From the above 2 reviews, it is very clear that the IS is playing a dominating role in bringing customer satisfaction and overall operational efficiency. Further, from the review 3, one could analyze the capability of IS in obtaining such a great volume of data and processing it into useful information. I personally feel IS has no issues till now, maybe a new requirements in mere future may bring out some issues and get it rectified using IT.

References:

Imran, M., Hamid, S., Aziz, A & Hameed, W. (2019). The contributing factors towards e-logistic customer satisfaction: a mediating role of information technology. Uncertain Supply Chain Management, 7(1), 63-72.

Shahriar Akter a, SamuelFosso Wamba, JohnD’Ambra c (2016), Enabling a transformative service system by modelling quality dynamics. Int. J.ProductionEconomics207(2019)210–226.

Yabing Zhaoa, Xun Xub, Mingshu Wang c (2019), Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews. International Journal of Hospitality Management. Volume 76, Part A, January 2019, Pages 111-121

Dave Bourgeois. (2019). Retrieved from bus206.pressbooks.com: https://bus206.pressbooks.com/chapter/chapter-10-information-systems-development/

The University of Scranton’s Online Resource Center. (2019). Retrieved from elearning.scranton.edu: https://elearning.scranton.edu/resource/business-leadership/the-role-of-information-systems-in-increasing-productivity

Note: My dear kindly excuse me, with the limited time given I could answer only one question out of two. Further, i recommend you to ask these kind of questions as two separate question in future.