This research report examines the effect of the customer orientation of an Information Systems (IS)
department on its performance. Customer orientation has been cited as a contributor to and determinant of
organisational performance in marketing literature. This study determined that this is applicable to the IS
context. Customer orientation literature from the marketing context was examined and customer orientation
measures from marketing adapted for the IS context. The key dimensions of customer orientation from
marketing literature are communication, understanding, service delivery, service systems, skills, innovation,
alignment and leadership support. Through a study of 98 South African organisations, this study found that
there is a direct relationship between the customer orientation of IS departments and IS department
performance. This study contributes towards encouraging customer orientation in IS departments and bringing
to the forefront the value of customer orientation in Information Systems management.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:wits/oai:wiredspace.wits.ac.za:10539/4774 |
| Date | 22 April 2008 |
| Creators | Setlogelo, Nkae |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis |
| Format | 707227 bytes, application/pdf, application/pdf |
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