Investigating the barriers of making use of information and communication technology to improve customer response system in Tabriz tractor manufacturing company

Creating efficient organizations to meet the demands of customer service in a quick, easy and convenient way is one of the main objectives of information and communication technology (ICT) that has been the target of attention of public and private agencies over the past few years. The research method is cause-comparison which aims to investigate the barriers to use of information and communication technology to improve customer response system in Tabriz tractor manufacturing company. The research population in focus includes employees of Tabriz tractor manufacturing company from which 240 people have been chosen using random sampling in accordance with Morgan table. In order to collect data a researcher-made questionnaire form based on Likert five-alternative scale (absolutely agree, agree, no opinion, disagree, absolutely disagree) has been used. Data collected were analyzed in both descriptive and inferential methods (F test) using SPSS18 software. The results show that there is a meaningful relationship between social and infrastructural barriers, digital and legal divide, information security and change management and accountability system in Tabriz Tractor Manufacturing Company. Moreover, it has been shown that social barriers have the maximum influence and change management have the minimal impact on accountability system in Tabriz Tractor Manufacturing Company.