Framework of Information Technology Infrastructure in Practices of Management Information Systems at Customer-Centric Service Organization: Case-Based Approach

Purpose: Given the critical mass of literature on Information Technology (IT) practices, the purpose of the study is to develop a conceptual framework for the development of IT infrastructure to improve practices of Management Information Systems (MIS) and also tries to identify the factors which are critical to develop an inclusive IT infrastructure in the customer-centric service organization and to assess the current IT infrastructure of the banking sector of Bangladesh. Design/ Methodology/Approach: The study used the qualitative method, in particular, comparative case study method in collecting necessary data. Data were collected from two banks- Agrani Bank Ltd. (ABL), a representative bank of Nationalized Commercial Banks (NCBs) and Mercantile Bank Ltd. (MBL), a representative bank of Private Commercial Banks (PCBs) that were selected on the basis of access among Information Systems (IS) using banks in the banking industry of Bangladesh. In both cases, same techniques (in-depth interview, observation, and document review) were used. All the collected data were organized and analyzed systematically. However, all the relevant theories were applied to explain the findings of the study. Findings: The study argues that there is an association among the commitment of corporate executives, strategic plan of the organization and organization’s capability for developing an inclusive IT infrastructure of the bank for better practices of MIS.This interfacing theme is missing in previous research. A comparative case study provides empirical evidence to support this argument. The study has found out mainly three factors that are critical in developing inclusive IT infrastructure for improved practices of MIS in a customer-centric service organization like a bank, and four types of outcomes that are unsatisfactory, natural or usual, reasonable, satisfactory or up to the mark. On the basis of this analysis, a theoretical framework of IT infrastructure for improved practices of MIS has been developed and one hypothesis has been put forward. Study Implications: The study has practical implications for the relevant customer-centric financial service organizations, consumers, policymakers, practitioners, academicians and research students of Bangladesh and other countries of the world. Originality/Value: The study has taken the context of the development of IT infrastructure for improved practices of MIS in the customer-centric service organization. No such studies have been undertaken in the past that assess the critical factors to develop an inclusive IT infrastructure for smooth practices of MIS which will increase the customer satisfaction and loyalty to that organization.