The impact of Web technology on customer information flow
Haga, William J.
Hocevar, Susan P.
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Customer and employee surveys indicate that the Naval Postgraduate School's Housing Welcome Center is stymied by an information bottleneck at the junction of its counselors and customers. Incoming classes decry housing for its poor communication and lack of information. Housing counselors, ever aware of customer satisfaction, spend too much time transacting routine information rather than helping families solve unique problems. This study examines how world Wide Web technology can widen the bottleneck of poor communications between counselor and customer so as to facilitate both information transactions and problem solving. To provide an analysis of the effectiveness in meeting housing customer needs, this study gauges housing customer satisfaction and determines those elements that customers believe constitute A Great Housing Office. An employee survey, a counselor focus group and archival research further demonstrate the dichotomy between where effort is expended and where it is needed. Customer communication and information expectations cannot be met under the current system. Analysis of qualitative and quantitative data demonstrate that the NPS Housing Welcome Center can overcome its information bottleneck by exploiting the technological advances of the World Wide Web and becoming a hub of information resources.
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