The effects of customer orientation on the performance of information systems departments

Abstract

This research report examines the effect of the customer orientation of an Information Systems (IS) department on its performance. Customer orientation has been cited as a contributor to and determinant of organisational performance in marketing literature. This study determined that this is applicable to the IS context. Customer orientation literature from the marketing context was examined and customer orientation measures from marketing adapted for the IS context. The key dimensions of customer orientation from marketing literature are communication, understanding, service delivery, service systems, skills, innovation, alignment and leadership support. Through a study of 98 South African organisations, this study found that there is a direct relationship between the customer orientation of IS departments and IS department performance. This study contributes towards encouraging customer orientation in IS departments and bringing to the forefront the value of customer orientation in Information Systems management.