The Impact of Management Information System on Service Quality

Abstract

The major aim of the research paper is to measure the impact of management information system on service quality in commercial banks. Primary data has been collected from the bank employees in Manmunai North and Kattankudy divisional secretariat areas in Batticaloa District. Stratified random sampling was used to obtain 225 responses from employees of banks. The collected data were used to test the model using regression and path analysis methodology. The result reveals that the information quality, employee IS characteristics and technical support influence the service quality in a positive manner but only through employee IS performance. At the same time, the system quality alone influences the service quality directly and indirectly through employee IS performance. Further, the results suggest that employee IS performance contributes more to service quality with system quality.