Analysis of the impact of ICT utilization on employee and customer

focusing on employee satisfaction, organizational performance, customer satisfaction, and purchase decision making

YU, Eun Hye

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In the 4.0 Industrial Revolution era, ICT plays a very important role in the national economy, and governments in each country are investing huge budgets to promote "digital transformation" to expand and spread ICT infrastructure. Korea is no exceptional. In July 2020, the "Digital New Deal" was declared, preparing for digital transformation and transformation into a ‘contactless economy’. Then, how do we perceive changes in life through ICT utilization that enables such digital? To confirm this, the effects of producer (STUDY 1) and customer (STUDY 2) side among the three main economic entities, the government, households, and companies, were analyzed. In other words, in order to understand the perception of ICT utilization of both employees (production) and customers (consumption), 272 respondents participated this research survey. And five independent variables and two dependent variables were used, a total of 12 hypothesis tests were conducted for each study. Like most previous studies, ICT utilization had a positive effect on employee satisfaction and organizational performance in the side of production, and positively influenced consumer satisfaction and purchase decision-making from the customer perspective. However, the ‘efficiency’ variable through ICT utilization was rejected in each study, it is presumed that the attributes of ICT, which is connected without restrictions on time and space, hinder the ‘efficiency’ of people in their 20s and 30s, who account for 71% of this research survey.

Cho, Yoon Cheong
KDI School, Master of Public Management
Issue Date
KDI School
Thesis(Master) -- KDI School: Master of Public Management, 2021
Information technology--Social aspects; Technological innovations--Economic aspects; Technological innovations--Social aspects
I. Introduction

Ⅱ. Literature Review

Ⅲ. Theoretical Background

Ⅳ. Hypotheses Developments

Ⅴ. Methodology

Ⅵ. Data Analysis

Ⅶ. Conclusion
90 p
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