Manager's perceptions of the relationship between the use of ICTs and organisational performance : case study of the Tuvalu financial services industry : a thesis presented in partial fulfilment of the requirements for the degree of Master of Management in Business Information Systems at Massey University, Albany, New Zealand

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Massey University
Many organisations have invested significant resources into the adoption and use of information and communication technologies (ICTs). This has triggered significant debate as to whether these investments are worthwhile. Much of the literature establishes a positive relationship between ICTs and improved organisational performance, but not in all contexts. This study investigates the perceived relationship between the use of ICTs and the performance of the Tuvalu financial services industry (TFSI). It explores the views of managers in the TFSI about the level of ICT use and access, competitive advantage derived from the use of ICTs, challenges of implementing ICTs and integration of future ICT tools. The resource-based value (RBV) framework is used to develop a conceptual model. This model is tested in a positivist paradigm using semi-structured interviews in a qualitative approach. The study finds that the TFSI managers believe that the performance of the industry has benefited from the deployment of ICTs, particularly in collaboration, efficiency, data monitoring and communication. The study finds support for increased competitive advantage for the industry from transformation of TFSI operations and increased institutional knowledge. Key challenges to fully optimise the potential of ICTs include unreliable Internet connectivity, limited financial resources, mismanagement of equipment and the threat of computer viruses. Technologies for future integration include automated teller machines (ATMs), credit cards and a centralised computer database. The research has important implications for both theory and practice and the study provides recommendations that could be used to improve the performance of the TFSI. The study contributes to a better understanding of the relationship between ICT and organisational performance in the context of a financial services industry in a small Pacific Island nation.
Information and communication technology (ICT), Organisational effectiveness, Organisational performance, Financial services industry, Tuvalu, Tuvalu, Retail banking automation