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Effect of Business/IT Alignment on Internal Users of E-Services in Banks


Gjoko Stamenkov, Zamir Dika


Vol. 11  No. 3  pp. 183-187


Business/IT Alignment is one of the top five management concerns. The relationship between Business/IT Alignment and experience, satisfaction and loyalty of internal users of E-Services is not clearly determined in the research literature. We conducted a research in the banking industry to determine this relation. The result from the research is that Business/IT Alignment has a positive effect on experience. Experience is mediating this effect on satisfaction and loyalty. The most important factor for improving and sustaining Business/IT Alignment is innovativeness of IT, which must be nurtured and developed.


Business IT Alignment, E-service