RUAHA CATHOLIC UNIVERSITY

With the spread of ICT and its entering into work environment, the world is witness to a close relationship of employment of ICT and performance and also better and faster achievement to organizational goals. This study aimed at assessing the contribution of information technology to business department performance in telecommunication industry, by taking Halotel Iringa region as a case. The specific objectives were to describe the contribution of ICT on the performance of Business Department in customer care effectiveness, inventory management and training. The study adopted a descriptive research methodology with a survey of total of 128 and applied a stratified random sampling technique to select a sample size of 108 respondents. Questionnaires were used as the main data collection method. Statistical Package for Social Sciences (SPSS) version 20 software program was used to analyze the data. The study findings showed that Information and communication Technology (ICT) had greater impact on Business Department Performance in terms of customer care effectiveness, inventory management and training thereby affecting departmental performance in terms of cost minimization, simplified Ruaha Catholic University Faculty of Business, Economics and Management Sciences Ruaha Journal of Business, Economics and Management eISSN 2507-79945 Vol 3, December, 2020 Ruaha Journal of Business, Economics and Management Sciences Vol. 3, December, 2020 business activities, decision making , effective information dissemination and proper time utilization. The study concluded that contribution of ICT at Halotel is used more as administration tool rather than the operation tool hence lack direct impact to customers. However, more research should be done in other sectors to see whether these findings are similar in different industries.

ICT, Business, Telecommunication Industry, Business Customer Care System (BCCS)