Abstract:
Ultimate employees' performance and customers' satisfaction constitute the backbone of business organization success. Implementation of (I.C.T) connected with learning innovation impact significantly the speed of banking operations, productivity and profitability.
This paper is intended to focus on relationship between L.C.T connected with learning innovation, in order to measure and assess employees' responses and customers' satisfaction.
Comprehensive literature on EFQM was collected and prepared, illustrated with the nine drivers of change, supported with (32) sub criteria. RAPAR technique and score sheet is given to present a clear p(I.C.T)ure on how the performance and results are being measured.
Two questionnaires were professionally written focusing the concern areas. The first questionnaire deal with the assessment of employees' responses, the second for customers' satisfaction. Primary data was employed and analyzed using chi-square for testing hypothesis. Techniques built on the frame of technical progress, illustrated with tables, histogram, pie chart, graphs, etc. Factors such as banker age, sex educational, qualification and experience were found to influence degree of (I.C.T) usage. The two questionnaires’ participants responses prove that all answers and responses comply with positive directions and the majority show their agreement upon the results which indicates the strong relation between implementation of (I.C.T) and employees’ responses, customers’ satisfaction respectively.
A brief concepts of Zeithaml, V.A., Parasraman, A. and Berry, Leonaral L model is given to illustrate the idea of introducing attractive services.
A case study of Chicago National Bank in America is given to support the concept of implementing quality and excellence tools in reviving and nurturing banks services.
