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VOL. 6, ISSUE 2 (2024)
Impact of information communication technology on customer satisfaction in the Albanian Financial Industry: The mediating role of customer service
Authors
Najada Taci
Abstract
The study investigates the impact of information communication
technology on customer satisfaction with the mediating role of customer service
in the Albanian financial industry. A descriptive design explains relationships
between variables. The strategy of Cochran (1963) was adopted to calculate a
sample size of 642. Field data was gathered with the use of convenience sample.
The statistical Package for Social Science version 21 was employed for data
analysis. Findings of the study revealed a significant positive relationship
between ICT and customer satisfaction. Also, the study found a positive
relationship between customer service and customer satisfaction. Managerial
implication and direction for future studies are presented.
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Pages:111-117
How to cite this article:
Najada Taci "Impact of information communication technology on customer satisfaction in the Albanian Financial Industry: The mediating role of customer service". International Journal of Finance and Commerce, Vol 6, Issue 2, 2024, Pages 111-117
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