TABLE OF CONTENTS
DECLARATION ............................................................................................................................. i
APPROVAL .................................................................................................................................... ii
ACKNOWLEDGMENT ................................................................................................................ iii
TABLE OF CONTENTS ............................................................................................................... iv
CHAPTER ONE ............................................................................................................................. I
INTRODUCTION ........................................................................................................................... !
1.0 Background of the study ......................................................................................................... !
1.1. Background of the case study ............................................................................................ 3
1.2. Statement of the problem ..................................................................................................... 4
1.3 Purpose of the study ................................................................................................................ 5
1.4 Objectives of the study ............................................................................................................ 6
1.5 Research questions .................................................................................................................. 6
1.6 Hypothesis ................................................................................................................................ 6
1. 7 Scope of study .......................................................................................................................... 6
1.8 Significance ofthe study ........................................................................................................... 6
1.9 Conceptual framework .............................................................................................................. 7
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CHAPTER TWO .......................................................................................................................... 14
REVlEW OF LITERATURE ....................................................................................................... 14
2.0 Introduction ............................................................................................................................. 14
2.0.1. Measurement of Business Perfmmance .............................................................................. 14
2.0.2. Role of information technology (IT) in business ............................................................ 15
2.1. Relationship between IT investment and business performance ........................................... 16
2.1.1. Negative relationship .......................................................................................................... 16
2.1.2. No relationship .................................................................................................................... 16
2.1.3. Positive (or mixed) relationship- effectiveness ofinfmmation Technology ...................... 16
2.2 IT STRATEGY ...................................................................................................................... 18
2.3 Relational Aspects of IT ........................................................................................................ 18
2.3.1. Business to Business (B2B) IT Strategy ............................................................................. 19
2.3.2. Business to Consumer (B2C) IT Strategy ........................................................................... 19
2.3.3. Business to Employee (B2E) IT Strategy ........................................................................... 20
2.40perational Aspects of IT ........................................................................................................ 21
2.4.1QualityiT Strategy ................................................................................................................ 21
2.4.2 Costs IT Strategy .................................................................................................................. 21
2.4.3 Flexibility IT Strategy .......................................................................................................... 22
2.5 Strategic Planning ................................................................................................................... 22
2.5.1 Intemal ................................................................................................................................. 22
2.5.2 External ................................................................................................................................ 23
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CHAPTER THREE ....................................................................................................................... 24
RESEARCH METHODOLOGY .................................................................................................. 24
3. Olntroduction ........................................................................................................................... 24
3.1. Research design .................................................................................................................... 24
3.2. Exploratory research ........................................................................................................... 24
3.3. Experience surveys ............................................................................................................... 24
3.4. Sampling ................................................................................................................................ 25
3.5. Data collection ...................................................................................................................... 25
3.6. Data analysis ......................................................................................................................... 25
3.7. Limitations o the study ........................................................................................................ 25
CHAPTER FOUR ......................................................................................................................... 26
PRESENTATION, INTERPRETATION AND ANALYSIS ....................................................... 26
4.0 Introduction ............................................................................................................................. 26
4.1 Response on the detenninants or factors that can improve business perfonnance ................. 26
4.2. Response on the business value ofiT in your firm ........................................................... 28
4.3 Response on how their organization evaluates and realizes the business value ofiT ....... 29
CHAPTER FIVE ......................................................................................................................... 31
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS ............................................. 31
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5.0 Introduction ............................................................................................................................. 31
5.1. Summary ............................................................................................................................... 31
5.2. Conclusions ........................................................................................................................... 32
5.3. Recommendations·················'······························································································ 34
List of references ........................................................................................................................... 3 5
APPENDIX I ................................................................................................................................. 41
PROPOSED BUDGET ESTIMATES .......................................................................................... 41
APPENDIX II ............................................................................................................................... 42
TIME SCHEDULE OF ACTIVITIES .......................................................................................... 42
APPENDIX III: INSTRUMENTS ................................................................................................ 43
QUESTIONNAIRE ....................................................................................................................... 43
