Information Technology and Customer Service Performance among Insurance Companies in Nigeria

Abstract

Information technology (IT) has been regarded as an enabler of business process. Despite the significant progress made in IT business-value research, findings have been mixed and inconsistent. This study aims at finding out if IT resources per se can account for variations in customer service performance among insurance companies in Nigeria. Using primary data obtained through field survey of 402 insurance companies in Nigeria, three hypotheses were tested with the aid of ordinary least square regression. Results show that all the three components of IT namely, IT infrastructure, IT technical skills and IT spending have weak relationship with customer service performance. This study recommends that in order to realise benefits from IT investments, IT resources must be accompanied by a judicious mix of management, economic, and human resources.

Keywords: Information technology, customer service performance, insurance companies.