A Study About the Information System Influence on Strategy, Customer Satisfaction, and Business Results: Focus on Malcolm Baldrige National Quality Award Model
Authors:   Asia-Europe Perspective Association, Lee Jang-Woo , Moon Jae-Young 
Published: June 2018

This research looks into the effect of an information system on the strategy, customer satisfaction and management performance of a company by looking at their causal relationships. To this end, the relationships among the factors are examined, using the evaluation criteria of the verified model of the Malcolm Baldrige National Quality Award, the Information and Analysis, Strategy Planning, Customer and Market Focus, and Business Results methods. In the past, the information system was used mainly in technical, specialized areas, but these days the effects of the information system have spread across all the areas of corporate businesses. In detail, the information system provides management information for the management and control of various departments of company, integrated data storage for the management of various company-related data, summary information for managers to be able to do various intra-corporate evaluations, and predicative information for the future of the company.
The application areas of the system include manufacturing, service, distributions, agriculture, finance, etc. With the functional development, an increase in the application frequency and scope of the system, its importance is becoming ever so important. The information system has become an indispensible part within a company in strengthening the company’s competitiveness, providing information for chief executive managers’ decision-making, organizational management assistance, and other information in line with the objective of the company. Furthermore, the information system of a company helps it develop short-term and long-term strategies by providing necessary basic information for present and future decision-making. A company’s strategies can be classified into internal and external strategies. An external strategy is mainly about customer satisfaction in helping the performance of the company.
According to the findings of the investigation, the biggest effect of the information system is on the area of a company’s strategy. As suggested by much existing research, chief executive managers should respond to the customers’ needs fast and rationally to secure a competitive advantage over competing companies. This makes the establishment of an information system for fast collection of information and information analysis a prerequisite. That is, a good information system helps secure a competitive advantage over competing companies by assisting in the development of company strategy, which can prove critical for a company’s future. An information system also helps sustain the loyalty of present customers and prepares for potential customers by fast feeding various demands from the customers to the company.
According to the findings, the strategy of a company affects customer satisfaction. That is, to be successful, a company should, first, be able to satisfy its customers with a good strategy that reflects manufacturing quality, product reliability, competitive prices, on-time delivery, and an understanding of customers’ needs. But it is concluded that the strategy of a company does not affect the current performance of the company. This is because a strategy is concerned with the future of a company. It aims at the satisfaction of future customers rather than present customers(Gomez-Gras and Verdu-Jover, 2005). That is, complaints from present customers are considered in future strategy.
Finally, customer satisfaction appeared to affect the performance of a company.