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

iv

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

v

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

vi

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