The Role of Information Technology in Enhancing Customer Insight through Human Resources Skills: A survey of the opinions of a sample of the employees For Iraqi Telecom

Abstract

    The main purpose of this research is to identify the role of IT in enhancing customer insight by mediating human resources skills, Information technology is the modern approach to the implementation of most of the activities and tasks carried out by business organizations for the many advantages that it enjoys. Human resources skills are the main engine of all other resources and successes achieved by the organization. As for the vision of the customer is one of the indicators that can be used to determine if the organization was able to achieve its objectives or not.

   So the problem of research pointed to the lack of awareness of the importance of information technology role for enhancing customer insight by mediating human resources skills,  In order to achieve the objectives of the research and address the problem, the researcher relied on methodological analysis in the collection and analysis of research data, as the questionnaire was adopted as a main tool for collecting research data, which was prepared on the basis of a number of ready-made measurements after being subjected to tests of honesty and consistency to suit the research objectives, (45) items were distributed to a sample of (86) working individuals in Asiacell Telecom Company. They were tested in a simple random sampling method. The researcher adopted the SPSS V 20 in the introduction and analysis of the data. Therefore, the researcher recommended that the research organization should enhance the skills of its human resources in order to enable it to use IT applications in implementing the activities and tasks assigned to it, which in turn will contribute to enhancing the customer's vision towards the organization.