A Model for impacts of Investment in IT on customer satisfaction, using Structural Equation Modeling and Path Analysis

In a research, that this paper reflects its results, a model for stating the relationship between investment in IT and customer satisfaction was developed. This study starts with extensive literature review on investment in IT and customer satisfaction. Then, a conceptual model with four criteria (including Economic, educational, diffusion of ICT and telecommunication) and one latent variable (indicator of customer satisfaction) were designed. This model’s primary validity was approved through expert opinion. Then, in a field study in the organization under study, the required data have been gathered for testing functional approval of the model. In the next stage of research, by using SEM techniques and interactive regression equation in the form of path analysis and using the software like SPSS and LISREL, we concentrated the factors of relationship between latent variable and observed variables. The finding of the research shows direct relationship between economic and educational factors of IT investment on customer satisfaction.