Information Systems and Their Impact

This assignment delves into the realm of information systems, examining different types such as transaction processing, decision support, and management information systems. It highlights the benefits these systems offer, including increased efficiency, better market research, and reduced production costs. Conversely, the assignment also addresses the challenges associated with implementing information systems, such as high implementation costs, employee training requirements, and the potential for increased automation.

Running head: INFORMATION SYSTEMS
Information Systems and Their Influence on Customer Excellence
A Case-Study of Transport for London (TFL) in the Year 2010 – 2017
Name of the Student
Name of the University
Author Note

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Acknowledgement
I have gathered a great knowledge and experience by conducting this research. Conduction of the
research has helped me to improve my knowledge regarding employee motivation as well as
employee retention. I have gained great help from my supervisors while conducting this research
and therefore, I would like to thank my supervisor .................................... for guiding me
throughout the research. I would also like to thank my friends and family members for
supporting me in this difficult phase. I would also like to thank the participants of data collection
process as without their participation I might not be able to complete this research with best
outcome.
Thanks and regards
Yours Sincerely,

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Abstract
In this research, the researcher analyses the various information systems and their
influence on achieving customer excellence. London is having one of the busiest transportation
services around the world that is used by both daily commuters and the tourists. Millions of
people use London’s underground tube services, over ground rail services, taxis and buses as the
principle modes of transportation. With such huge number of commuters availing the different
transportation services in London, Transport for London aim towards using information systems
effectively in order to achieve customer excellence. With time, Transport for London has used
various technologies for developing a better understanding about the traffic of the trains, buses
and taxis along with the tracking the movement of the commuters. It has been seen that
Transport for London has successfully made mobile network accessible and available for the
commuters by using information systems. However, Transport for London also requires some
improvements in order to use information systems more efficiently in order to achieve customer
excellence.

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Table of Contents
Chapter 1: Introduction....................................................................................................................7
1.0 Introduction............................................................................................................................7
1.1 Background of the study........................................................................................................8
1.2 Aim of the study....................................................................................................................9
1.3 Research objectives...............................................................................................................9
1.4 Research questions...............................................................................................................10
1.5 Research Limitations...........................................................................................................10
1.6 Structure of the Study..........................................................................................................11
Chapter 2: Literature Review.........................................................................................................12
2.0 Introduction..........................................................................................................................12
2.1: Conceptual Framework.......................................................................................................12
2.2 Types of information system...............................................................................................13
2.3 Enterprise Resource Planning (ERP) system.......................................................................16
2.4 Business performance by implementing ERP.....................................................................18
2.5 Problems with information system......................................................................................23
2.6 Conclusion...........................................................................................................................24
Chapter 3: Research Methodology................................................................................................25

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3.0 Introduction..........................................................................................................................25
3.1 Research Outline..................................................................................................................25
3.2 Research Philosophy............................................................................................................26
3.2.1 Justification for selecting interpretivism philosophy........................................................26
3.3 Research Approach..............................................................................................................27
3.3.1 Justification for selecting deductive approach..................................................................27
3.4 Research Design..................................................................................................................27
3.4.1 Justification for selecting descriptive approach................................................................28
3.5 Research Strategy................................................................................................................28
3.5.1 Justification for selecting case study research strategy....................................................29
3.6 Data Collection Technique..................................................................................................29
3.6.1 Justification for selecting secondary data collection technique........................................29
3.7 Data Analysis Process..........................................................................................................30
3.7.1 Justification for selecting thematic data analysis technique.............................................30
3.8 Ethical Issues.......................................................................................................................30
3.9 Conclusion...........................................................................................................................31
Chapter 4: Data Analysis and Findings.........................................................................................32
4.0 Introduction..........................................................................................................................32
4.1 Thematic Analysis...............................................................................................................32
4.2 Conclusion...........................................................................................................................40

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Chapter 5: Conclusion and Recommendation...............................................................................41
5.0 Conclusion...........................................................................................................................41
5.1 Linking with Objectives......................................................................................................42
5.2 Recommendations................................................................................................................43
Reference List................................................................................................................................44

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List of Figures
Figure 1: Position of business performance.....................................................................................8
Figure 2: Conceptual Framework..................................................................................................12
Figure 3: Types of Information System.........................................................................................14
Figure 4: The four levels in ERP system.......................................................................................17
Figure 5: Groups of business performance....................................................................................19
Figure 6: Tangible benefits of ERP system...................................................................................21
Figure 7: Intangible Benefits of ERP system................................................................................22
Figure 8: Customer Requirement of Transport for London...........................................................33
Figure 9: Transport for London routes..........................................................................................34
Figure 10: People using underground tube in London Daily........................................................35
Figure 11: Adoption of Contactless EMV at Transport for London.............................................37

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Chapter 1: Introduction
1.0 Introduction
The changes in the world are taking place on a continuous manner and the tastes and
preferences of the consumers are changing in a rapid manner as well. This has resulted for the
companies in innovating and adapting to the situations by constantly changing their products and
the processes of business so that they can stay remain competitive within the market. In the
current years, it has been seen that the success of the business is related directly to the quality
and level of technologies that are being used within the system with respect to passing the
information. This information that is being passed within the organization needs to be used in a
correct manner so that it can help in increasing the productivity level for the firm (Laudon and
Laudon 2016).
The information systems are important, as its utility within the organization has increased
to a great extent as more organizations are implementing it within their process of business. The
modern organizations are taking more help of the information system, as it is helping them in
simplifying their process of work and dealing with the external and the internal duties in a proper
manner by managing the daily operations efficiently (Wu, Straub and Liang 2015).
The development of the technologies is on a continuous manner, which shows that the
performance of the hardware and the software can increase by lowering the prices. The use of the
information systems helped in promoting the use of computerized systems on a global manner.
The implementation of the system has to be done on a proper manner so it can help the processes
that are present in the business, which will help in increasing the performance of the firm. The

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benefits of the information system are likely to differ in different business processes and are
dependent on the nature of the operation and the utility for which it is purchased (Chang, Wong
and Fang 2014).
1.1 Background of the study
Over the past few decades, it can be seen that all the global companies have considered in
using the information systems so that it can help them in simplifying their process of business.
The investment in this process helped in increasing the performance of the business, which was
considered to be beneficial for the organizations. The utilization of the information system is that
it can help in saving a lot of money and increase the competitive advantage of the organization
so that it can help in the creation of better profits (Rafaeli et al. 2017).
The increase in the performance of the business by using the information systems is a
common process in the current years, where it is considered to be an intermediate step between
the strategy of the business and the information technology.
Figure 1: Position of business performance
(Source: Mithas and Rust 2016)
The above figure shows that the performance of any business can be increased by
utilizing the goals that are present in the business with the help of the information system. In
simple words, the application of the technologies will create an impact on the business, which
will help them in achieving the goals of the company. The benefits that are gained by increasing

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the performance within the organization is that it helps in separating the units of business and
provides solutions and other services with the help of information technology (Rafaeli et al.
2017). The improvements in the information technologies will help in reducing the cost of the
businesses and increasing the efficiency of the workers simultaneously within the organization.
This will help in increasing the coordination and the monitoring of the systems within the
organization (Mithas and Rust 2016).
The impact of the performance of the business can be done by analyzing the benefits that
are intangible and tangible in nature and implementing it within the information system. This is
an issue within the organization because of the complexities that are present in evaluating the
effects of investment that helps in the operational performance of the business (Visinescu et al.
2015).
1.2 Aim of the study
The primary purpose of this paper is to evaluate how information systems have
influenced Transport for London customer relations in the year 2010 – 2017.
1.3 Research objectives
1) To identify the types of information systems tools used by Transport for London.
2) To identify how information systems can aid organizations to attain customer
excellence.
3) To examine the Data collection and interpretation procedures of Transport for London,
in relations to its customer service.

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4) To recommend how Transport for London can continually use information systems to
improve its performance.
1.4 Research questions
1) What are the types of information system tools accessible for use in enhancing
customer excellence?
2) What types of information systems tools do Transport for London currently use?
3) How does Transport for London collect, store, and interpret the Big Data to serve its
customers?
4) What is the link between information systems and customer excellence in Transport
for London?
1.5 Research Limitations
The researcher faced many problems while conducting the process of research. The
collection of the data has been secondary in nature, which prevented the researcher from
authenticating the studies that were conducted previously. The economic impact of Transport of
London (TFL) on the United Kingdom has not been taken in to consideration by the researcher.
Moreover, another factor was time that prevented the researcher from analyzing the factors in an
in-depth manner about the topic. The research would have been conducted in a better manner if
the researcher had more time and money so that it could have helped in analyzing the topic in a
better manner.

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1.6 Structure of the Study
The first chapter of the research study consists of the introduction of the topic along with
the aims/objectives and the questions that the research will try to address. The second chapter
includes the review of literature where the researcher will take in to consideration the studies that
have been conducted earlier by other researchers. This chapter would help the researcher in
gaining an in-depth knowledge about the topic so that it will help him in continuing the process
in the future. The third chapter consists of the method that the researcher will follow so that it
can help him in conducting the research in a better way. The fourth chapter consists of the
discussion where the researcher will try to answer the gaps that have been identified in the
process of the study by analyzing the literature that is already published by other scholars. The
fifth chapter will include the conclusion and the recommendation where the researcher will
provide recommendation based on the analysis of the previous work. This will help the
researcher in identifying the suitable ways that the organization can adopt to increase its
performance in the UK market.

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Chapter 2: Literature Review
2.0 Introduction
According to Jaakkola and Alexander (2014), the investments that are made with respect
to the design and the implementation of the information technology are important for the
company, as it helps them in leveraging their strategies in a better manner. This helps the
organizations in gaining a competitive advantage by improving the products and the services that
are being offered to the customers.
2.1: Conceptual Framework
Figure 2: Conceptual Framework
(Source: Created by Author)
Information System
Transaction
Processing System
Decision Support
System
Office Information
System
Executive Support
System
Management
Information System
Benefits
Increased efficiency and production
Better market research
Reduced production cost
Challenges
High cost of implementation
Fresh training of employees
Increased automation

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2.2 Types of information system
According to Oliver (2014), information system can be defined as a group of elements
that helps in collecting and sharing the information along with the datas through proper software.
This system is one of the primary principles that helps in the development of the businesses at a
smaller or a larger scale. It can also be defined as the combination of human resources and
information technologies, which will help in performing the actions that are required within the
process of business. Information system can be used for the interactions between the processes
that are algorithmic in nature and the users.
The information system can be classified within five categories which are as follows:
- Transaction Processing Systems (TPS)
- Decision Support Systems (DSS)
- Office Information Systems (OIS)
- Executive Support Systems (ES)
- Management Information Systems (MIS)

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Figure 3: Types of Information System
(Source: Wang and Chou 2014)
According to Salehan and Kim (2016), these systems are correlated with each other with
respect to the flow of information and the data that is being processed. The use of the arrows has
been done so that it can show the way information is transferred from a system to another. The
information that is sent by the decision support systems and the management information
systems are received by executive support systems. Calvo-Mora et al. (2014) was of the opinion
that the information that is being sent by the decision support systems, office information system
and transaction processing systems are being utilized by the management information system.
The data that is being received from the office transaction systems, transaction processing
systems and the management information systems are being used by the decision support
systems. This shows that these systems act as providers of information and not like consumers.

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According to Mishra, Akman and Mishra (2014), the Office Information System (OIS) is
a type of information system that helps in enhancing the processes of business, which will help
in making the communication process easy between the users. The use of the computers along
with other electronic devices helps the employees in performing the tasks automatically so that it
can be done at a faster manner. Piotrowicz and Cuthbertson (2014) on the other hand stated that
the Transaction Processing System will help in collecting and storing the information so that it
can be processed on a daily manner. This system will help in answering the problems that may
arise in the process of business. Morecroft (2015) was of the opinion that the Management
Information System helps in transferring the information that is processed to the managers so
that it can help them in conducting the activities that are related to the business on a daily
manner. It helps in providing relevant information, which is used during the process of decision
making so that the managers can control the efficiency of the operations on a regular basis.
Javalgi, Hall and Cavusgil (2014) opined that the Decision Support System helps in
analyzing the information that will help the business in taking better decisions so that the work
can be done in an efficient manner. The Executive Support System helps in provide the software
that will help in transforming the data of the business in to necessary information by
summarizing it. Ijaz et al. (2014) argued that these information is provided with the help of
reports so that the managers can plan and schedule the objectives of the business for a longer
period. These systems cover precise areas of the business and helps in supporting the processes
of business so that it can be connected and integrated with the information system, which will
help in meeting the needs of the business in a better manner. However, Wikstrom et al. (2014)
stated that the integrated use of the information system can be illustrated with the help of
Enterprise Resource Planning that is applied on various levels of the process of business.

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2.3 Enterprise Resource Planning (ERP) system
Molina-Azorin et al. (2015) stated that this system is considered to be important among
all the other relevant information technology that has been taken up by the organizations in the
past decades. This system helps in processing the information so that the transactions for the
enterprise can be done in a better way. it also helps in increasing the level of production of the
business by planning the materials in a better way and taking the feedbacks provided by the
customers in to consideration. Nwankpa and Roumani (2014) argued that the enterprise resource
planning is planned in such a manner that it helps in combining all the operating systems that are
present in the various departments of the organizations. The program is integrated in such a
manner that its database helps in gathering and storing the relevant information from the various
departments so that the process of communication can be conducted easily. Sadeh, Arumugam
and Malarvizhi (2014) stated that the resources and the information that are available with the
various units of the business have to be optimized, which will help in achieving the integration of
the business. This is an important step in the system of enterprise planning.
Arvidsson, Holmstrom and Lyytinen (2014) was of the opinion that the systems of
enterprise resource planning have to be in an integrated manner so that it can help in covering all
the actions that are present within the organization. The modules that are present within the
organization are of various types such as managing the human resources, quality management,
production management and finance and account management. Apart from that Ye et al. (2014)
argued that organizations have other modules as well, which consists of the management of the
materials, purchasing management, planning and marketing management. There are other
extensions of the modules as well that is inclusive of customer relationship management (CRM),
business data warehouse and the supply chain management.

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The system of enterprise resource planning consists of four levels that are decision level,
resource level, application level and network level.
Figure 4: The four levels in ERP system
(Source: Kandampully, Zhang and Bilgihan 2015)
Abdinnour and Saeed (2015) was of the opinion that the network level helps in the
smooth flow of the external and the internal information within the company. The resource level
helps in storing all the data in the software that is required for ERP. It helps in storing the
applications, web servers and the databases that is necessary for ERP. The application level
consists of the subsystems that will help in performing the various tasks and achieving the
different units of business. On the contrary, it was argued by Calvo-Mora, Navarro-Garcia and
Perianez-Cristobal (2015) that these subsystems will help the managers in obtaining all the

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necessary information that are required for the enterprise resource planning. The decision
support level will help in analyzing the necessary information and the datas so that it can help in
taking the decisions in an effective manner within the organization.
Lu (2014) was of the opinion that the primary goals of this system is to coalesce the
capabilities and the functions in to a single integrated system so that it can help in managing the
units of the business and communicate the necessary informations with the users. This system
helps in providing better return on the investments that are being made by the organizations. The
system after being implemented in a correct manner will help in combining the parts that are
present within the organization so that the data can be accessed easily.
Shamim and Ghazali (2014) on the other hand stated that the ERP system can help in
improving the productivity of the organization by creating a structure that will help in integrating
the key functions related to transactions. The managers of the organization can make better
decisions after retrieving the information from the system. The employees will also be able to
obtain the information by efficiently communicating with the customers so that it can help in
taking the decisions regarding the production of the firm.
2.4 Business performance by implementing ERP
Chou, Wang and Tang (2015) argued that the implementation of the enterprise resource
planning system helps in increasing the level of productivity and the efficiency of the business in
a better way. The improvement of the performance in the business will help the organizations in
gaining better benefits that will be visible easily within the organizations. The benefits that the
companies will gain such as the decrease in the cost of business and better and faster rate of
response to the customers will help the companies in gaining a competitive advantage. Leyh and

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Sander (2015) on the other hand stated that it also helps in simplifying the process of work by
providing faster responses from the customers and decreasing the heavy processes of work.
Apart from this, it also helps in increasing the value of the output sales by reducing the turnover
rate of the inventory.
Zach, Munkvold and Olsenn (2014) stated that the value chain that is created over the
internet can be applied in relation to the research done for products and marketing purposes. This
will help in increasing the share of the companies within the market and decrease the rate of
marginal cost simultaneously thereby increasing the level of satisfaction among the customers.
Figure 5: Groups of business performance
(Source: Le and Han 2016)
The above figure helps in demonstrating that there are mainly two types of indicators,
which helps in understanding the change in the performance of the business after the

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implementation of the information system. This will help in improving the processes that are
internal in nature along with the improvement of the financial position. The internal processes
are those which help in the simplification of the process of work and the improvement of the data
so that it can help in conducting the internal communications in an efficient manner (Shatat
2015).
Supramaniam, Abdullah and Ponnan (2014) stated that the benefits after implementing
the system of ERP has helped in improving the performance by decreasing the level of costs that
is required for the operations. However, it is to be seen that these benefits do not occur after the
purchase and the implementation of the information system on an immediate basis. The benefits
that are gained by the organization have to be visible so that the assets can be purchased or
created within the organization.
Nwankpa (2015) stated that the use of the information management in a better manner
will help in the development of the people along with the enterprises so that the duties can be
managed in a proper way. These benefits can only be achieved by the users and the managers of
the company who are linked directly or indirectly with the system. Chou et al. (2014)
commented that the implementation of the information system will help in providing better
justification so that the benefits can be achieved, which needs to be identified by the managers.
However, the implementation of the system may not result in huge benefits at the starting but
may lead to successive profits at later stages.
The authors Ajit, Donker and Patnaik (2014) had stated that the benefits in implementing
the information system can be divided in to two groups such as intangible and tangible. The
benefits that can be measured in a quantitative manner is known as tangible benefits. The

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influence of the intangible and the tangible benefits can be analyzed so that the factors of change
that helps in increasing the performance of the business can be measured and analyzed.
Figure 6: Tangible benefits of ERP system
(Source: Sykes, Venkatesh and Johnson 2014)
Kilic, Zaim and Delen (2015) was of the opinion that the businesses that plan in
implementing the ERP system needs to invest in the tangible benefits by reducing the inventories
and decreasing the indirect labor. It also helps in reducing the time of the cycle of production. It
consists of the reduction in the inventories, cycle time and indirect labor. It also helps in
standardizing the information that is provided by the HR so that it can help in the improvement
of the performance of the employees that will increase the level of productivity within the

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organization. On the other hand Sykes, Venkatesh and Johnson (2014) stated that this will help
in improving the process of manufacturing by reducing the administrative and the quality costs.
The company will be beneficial, as the profit margin will increase by reducing the waste and
managing the process in a lean manner. From the viewpoint of the customers, it will help in
improving the services towards them so that they will be attached towards the company.
Figure 7: Intangible Benefits of ERP system
(Source: Matende and Ogao 2013)
Al-Ghofaili and Al-Mashari (2014) was of the opinion that the intangible benefits results
from receiving the investments in the information technology (IT) sector that can be divided in to
two parts that are the improvement that take place internally and the benefits that arises from the

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customers within the company. The benefits that are intangible in nature cannot be measured
quantitatively and are almost the opposite of tangible benefits. The intangible benefits are the
successful result after the implementation of the ERP system within the company. Matende and
Ogao (2013) argued that these benefits help in increasing the flexibility within the organization
by improving the process of decision-making. It also helps in increasing the level of efficiency
by encouraging the employees to work in a team so that it can help in boosting up their morale.
This results in the development of the employees by making them adapt to all the situations and
increasing their level of satisfaction within the company. This results in the overall improvement
of the internal and the cost structure as well.
2.5 Problems with information system
Sykes, Venkatesh and Johnson (2014) were of the opinion that the organization on the
other hand has to consider the cost that has to be incurred when the implementation of the
information technology takes place within the system. The hardware and the software cost along
with the vendors of the technology that is required by the organization have to be purchased so
that the employees of the organization can get their licenses. The organization has to train the
employees so that they can be familiar with the system, which will help in carrying out the work
in an efficient manner. The startup cost is high, as the organization has to hire an expert who will
help in training of the employees.
The authors Matende and Ogao (2013) have placed their view that it will also result in the
elimination of job, as the level of automation will increase within the organization. Though
considered as a boon, it will result in the high turnover of the employees, as the calculations will
be carried out in an automatic manner. The rise in the level of automation will lead to a breach in
the security, as it will allow the organization to conduct the business at a faster rate. Due to its

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easy accessibility through the internet unauthorized individuals will be able to view the
confidential data that has been put by the organization. This may lead to the alteration of the
data, which may lead to destroying or use of the data in unsavory purposes.
2.6 Conclusion
Thus, it can be seen that there is a need for information in the development of the system
of information. Most of the companies have to be updated with the latest information so that it
can help them in providing solutions for managing the business in an effective manner. This
helps them finding the solutions that are present in the technology market so that it can help in
increasing the level of productivity and provide competitive advantage to the companies.
The use of the information systems also plays an important role in increasing the life of
the business by helping them in realizing their strategies and goals. More number of companies
in the recent times is investing a large amount of money in the information system so that it can
help them in improving their business performance.

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Chapter 3: Research Methodology
3.0 Introduction
Different methodological tools together form the research methodologies that are used by
the researchers. A systematic approach is provided by the research methodology that enables the
researchers to describe and explore the research topic by using the various methods. Moreover,
the use of research methodology also allows the researcher to predict a specific research
phenomenon by using the different methodological tools according to the research methodology.
This chapter evaluates the various methodological tools such as the research philosophies,
research designs, data collection and data analysis techniques. The researcher in this chapter also
justifies the selection of the specific research methodologies in accordance with the research aim
and objectives.
3.1 Research Outline
Methodological toolsSelected methodology
Research DesignDescriptive
Research PhilosophyInterpretivism
Research ApproachDeductive
Data Collection processSecondary resources
Data Analysis processThematic analysis
Table 1: Research Outline
(Source: Author)

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3.2 Research Philosophy
Positivism, interpretivism, and pragmatism are the most extensively used research philosophies
that the researchers use while conducting the research. According to Mackey and Gass (2015),
quantifiable observations along with the statistical analysis are highlighted in the concept of
positivism philosophy. Therefore, scientific testing is the only method of testing and validating
the positivism philosophy. However, on the contrary, the collection and interpretation are
restricted due to positivism philosophy in respect to the specific research objectives. The
combination of positivism and interpretivism philosophy together comprises of the pragmatism
philosophy. Therefore, pragmatism philosophy includes considering the perspectives of various
individuals as well as testing it scientifically for validating the truth. As mentioned by Taylor,
Bogdan and DeVault (2015), the concept of interpretivism philosophy highlights considering the
perspectives and opinions of different individuals with respect to the research topic. This
provides an opportunity for the researcher to take into account the meaningful observations
thereby, emphasizing on the studying the nature of the humans. Therefore, the use of
interpretivism philosophy allows the researcher to develop a broad idea and concept by
considering previous and recent information.
3.2.1 Justification for selecting interpretivism philosophy
In the case of the current research, the researcher has selected the interpretivism
philosophy. This is because the interpretivism philosophy allowed the researcher to consider the
different perspectives of how information systems influence customer excellence for Transport
for London. As the research includes information from 2010-2017, the use of interpretivism
philosophy enabled the researcher to consider information from 2010-2017 thereby, determining
the benefits and challenges of information systems on TFL.

27INFORMATION SYSTEMS
3.3 Research Approach
The researchers mainly use inductive and deductive research approaches while
completing their research. As commented by Goetsch and Davis (2014), the concept of inductive
approach emphasizes on finding new patterns and approaches in respect to the research topic. In
the case of an inductive approach, the researcher needs to develop new theories and concepts
based on the observations made by the researcher. As a result, the researchers tend to emphasize
more on the research observations rather than focusing on the research questions. Additionally,
the due to inductive approach the focus of the researcher also shifts from description to research
analysis (Laudon and Laudon 2016). On the other hand, the deductive approach provides an
opportunity for the researcher to develop or formulate a hypothesis based on the previously
existing theories and concepts. Therefore, the researcher is able to collect and gather information
from previous concepts and kinds of literature. The use of deductive approach also allows the
researcher to judge whether the research questions and objectives are fulfilled.
3.3.1 Justification for selecting deductive approach
In the case of the current research, the researcher has used deductive approach. This is
because of the use of deductive approach, allowed the researcher align the general information
retrieved from literatures to more specific data. Therefore, the researcher is able to relate and
align the general information and data gathered on the impact of information system influence
customer excellence with Transport for London in the year 2010-2017.
3.4 Research Design
Explanatory, descriptive and exploratory designs are the three extensively used research
designs used by the researchers while conducting the research. As commented by Fayard et al.
(2012), the concept of explanatory research enables the researcher to explain the potential

28INFORMATION SYSTEMS
reasons for the occurrence of a particular phenomenon. Additionally, the use of explanatory
design enables the researcher predict the occurrence of any future phenomenon with respect to
the research topic. However, on the contrary, the concept of exploratory research design allows
the researcher to formulate the research hypothesis and develop the research objectives and
questions accordingly. Therefore, the use of exploratory research design allows the researcher to
define clearly the various concepts and topics according to the research topic. The combination
of both explanatory and exploratory research design is defined as descriptive research design
(Pearlson, Saunders and Galletta 2016). The concept of descriptive research design highlights on
explaining the traits of a particular population by collecting relevant data.
3.4.1 Justification for selecting descriptive approach
The researcher has used descriptive research approach for this research. The
implementation of descriptive research approach enabled the researcher to provide suitable
justification of the hypothesis that is formulated at the initial stage of the research. Descriptive
approach has enabled the researcher to have a understanding of the cause and effect of the
research problem by predicting the future occurrences of the particular research phenomenon.
3.5 Research Strategy
Case study, action research, interview, and survey are the most widely used research
strategies used by the researchers while commencing with the research. Case study research is
defined as the strategy of considering the real-life factors by analyzing the behaviors individually
with respect to the research topic (Stake 2013). According to this research strategy, the
researcher generally refers to the previously existing kinds of literature related to the research
topic. However, on the contrary, the concept of action research strategy allows the researchers to
identify the research issues and provide solutions for solving it. The interview process deals with

29INFORMATION SYSTEMS
the data collection in accordance with the research topic. The concept of the survey includes
how, when, who and what questions of the research that helps in conducting and deriving rih
statistical data in terms of the particular research phenomenon.
3.5.1 Justification for selecting case study research strategy
The researcher while conducting the research has selected case study analysis. This is
because the researcher is allowed to evaluate the impact of information systems on customer
excellence for Transport for London from 2010-2017.
3.6 Data Collection Technique
Primary and secondary are the two most widely used data collection techniques used
while conducting the research. As commented by Palinkas et al. (2015), journals, books, and
various internet sources are used as secondary resources that are considered by the researchers
for gathering relevant information and data while conducting the research. The researcher to
develop a deeper understanding of the research topic uses secondary data collection. On the other
hand, the primary data collection technique is defined as the method of collecting relevant data
and information by considering the perspectives and viewpoints of a particular population.
3.6.1 Justification for selecting secondary data collection technique
In the case of the current research, the researcher has used secondary data collection
technique. This is because the use of secondary data collection technique provided an
opportunity to the researcher to analyse the influence of information systems on customer
excellence for the Transport for London from 2010-207.

30INFORMATION SYSTEMS
3.7 Data Analysis Process
The data collected from the secondary resources need to be analysed in order to fulfill the
research aim, objectives and questions. The various methods of data analysis include thematic
analysis, statistical analysis and analysing the data by bars, charts, and graphs. The type of data
analysis process used needs to be selected by based on the type of data collection technique. In
certain cases, data analysis using the tables and the bar charts are inaccurate. As a result, the
discussions deduced from the data analysis are incorrect thereby, giving inappropriate results
(Vaismoradi, Turunen and Bondas 2013).
3.7.1 Justification for selecting thematic data analysis technique
In the case of the current research, the researcher has selected thematic analysis. The use
of thematic analysis provided an opportunity to the researcher to develop themes based on the
research aim and objectives and analyse them with supporting facts and information from the
secondary resources.
3.8 Ethical Issues
While conducting the research, the researcher needs to follow certain ethical
considerations strictly to complete the research successfully. According to the ethical
considerations, the researcher is supposed to use the relevant information and data strictly for
academic purpose. Using the gathered information for commercial purpose is strictly against the
ethical considerations for the researchers. Additionally, the researcher need to collect the data
from the authentic literature sources and is supposed to present the data and information as
gathered from the source. Manipulation and modification of the collected data and information
for completing the research successfully is strictly against the ethical considerations for the
researchers (Ritchie et al. 2013).

31INFORMATION SYSTEMS
3.9 Conclusion
In this chapter, the researcher mentions and discusses the various methodological tools
that have been used by the researcher for completing the research successfully. The chapter also
states the justification of the selection of various methodological tools that have been used by the
researcher for collecting and analysing the data on the influence of information systems on
customer excellence on Transport for London 2010-2017.

32INFORMATION SYSTEMS
Chapter 4: Data Analysis and Findings
4.0 Introduction
In this chapter, the researcher develops various themes in accordance with the research
aim and objectives. Once the themes are developed, the researcher analyses the themes by
referring to various secondary resources in respect to the research topic. The themes developed
are aimed towards identifying and analysing the influence of information system on achieving
customer excellence of Transport for London over 2010-2017. The themes highlight the benefits
and challenges of an information system from 2010-2017 of Transport for London.
4.1 Thematic Analysis
Theme 1: Transport for London used by the people living in London
Transport for London is an integrated transport authority in London that keeps the entire
city going, working and growing. As commented by Ford et al. (2015), the majority of the public
transport and private transport is operated under the supervision of Transport for London. The
transport services include the railways, buses and underground services. Additionally, TFL also
regulates the taxi and private transports by operating the congestion-charging scheme, operating
key traffic signals and enabling road safety. However, as argued by Woodcock et al. (2014), the
transport for London needs to improve their technological approaches in order to achieve
customer excellence. According to reports, TFL understands and values the time of the
customers. Therefore, Transport for London has aimed towards implementing information
systems that are capable of providing smart help to the customers by making the most of the
technology.

33INFORMATION SYSTEMS
Figure 8: Customer Requirement of Transport for London
(Source: De Ona and De Ona 2014)
Compared to the other European city, London is growing much faster. The number of people
availing the London transport is expected to rise from 8 million to 10 million people by 2030.
Therefore, to keep up with the increasing pace, Transport for London is expected to incorporate
and implement technological advancements that will help in better planning and manage the
journey of the customers. Reports suggest that 75% of the people living in London access
information system for accessing for maps and an estimated 62% use internet for live traffic. An
estimated 32% of the people in London use cars, 11% use underground rail services, 9% uses rail
services and 21% uses the bus and walking (Lun et al. 2016). Therefore, the customers want an
evolved, improved and coherent approach to achieving customer excellence.

34INFORMATION SYSTEMS
Figure 9: Transport for London routes
(Source: Behrens and Pels 2012)
From the above picture, it can be said that majority of the people in London uses the Transport
for London services on a daily basis. Transport for London needs to manage the entire service of
overground, underground, public and private transport effectively for achieving excellent
customer service (Debnath et al. 2014). Therefore, the use information systems by Transport for
London will provide an opportunity for the organization to manage effectively the transports of
the customers thereby, achieving customer excellence.
Theme 2: Customer demands for improving the service provided by TFL
London underground is one of the major transport and communicator managed by the
Transport for London for the daily commuters. Since the beginning, an underground tube of
London has provided excellent services for the people and is highly used by the people as daily
transport. However, according to the demands of the customers, Transport for London needs to
introduce technological improvements for underground tube services.

35INFORMATION SYSTEMS
Figure 10: People using underground tube in London Daily
(Source: Zhong et al. 2016)
Use of the internet is highly facilitated and in demand for the majority of the population. This is
because the people prefer to use internet both for professional and personal communication while
travelling. However, Transport for London has been unable to facilitate the use of the internet for
the commuters while they avail the underground tube service in London. Therefore, considering
the popular demand of the daily commuters and tourists in order to get a mobile signal, Transport
for London needs to provide 4 G coverage for the commuters. Transport for London aims
towards the successful installation of 4 G coverage for the underground tube in London. This
will provide an opportunity for the people in London to have accessible network while availing
the underground tube of London. Therefore, this will allow Transport for London to provide
opportunities for calling, checking emails, access social media and check live travel information
while accessing the underground tube for travelling (Mail Online, 2017). The installation of 4 G
coverage by Transport for London will be an innovative step for that has brought real difference
and benefits for the Londoners. Reports suggest that Transport for London has successfully
trailed the 4 G coverage technology on the underground tube of Waterloo and City Line during
the summer (Mail Online, 2017). Additionally, Transport for London is currently conducting

36INFORMATION SYSTEMS
multiple improvements on the London Overground network by launching night overground train
services. The number of overground trains has increased from 400 to 1500 with an estimated rise
of commuters to 189 million from 33 million in 2008-2009 (Gamberini et al. 2013).
Reports suggest that more than 13 million people use the transport services maintained by
Transport for London daily. Considering the huge number of people daily assessing the public
transportation network maintained, Transport for London has provided the opportunity of using
Oyster cards for the customers. Oyster card is a pre-loaded contactless smartcard in which the
commuters can recharge and use it according to their convenience. Nevertheless, availing the
oyster card service for 19 million international tourists is extremely challenging. Therefore, after
examining various technologies, Transport for London has opted for MasterCard contactless
payment technology. The use of this technology will provide an opportunity for the commuters
to purchase daily and safely by just touching a contactless-enabled MasterCard through a smart
phone or any other contactless devices. This implementation of this technology by Transport for
London resolves the issue of using pins or having signatures without losing the values and
advantages of the oyster cards (Green 2012).

37INFORMATION SYSTEMS
Figure 11: Adoption of Contactless EMV at Transport for London
(Source: Tavilla 2015)
The above graph suggests that Transport for London manages more than 11 million
journeys each week for the Londoners those prefers contactless payments. Moreover, Transport
for London is also introducing mobile device ticketing technology for the convenience of the
commuters. Within the Transport for London network, more than 25 million journeys are using
mobile device ticketing technology since December 2015.
Theme 3: Information system helped in getting the basics right for TFL
Information systems are highly used and preferred by the people around the world for
transportation, communication, personal and professional works. This is because the use of
information system provided an opportunity for Transport for London to get different basics
correct. As commented by Browne et al. (2012), Transport for London has been working to use
information system effectively for the commuters. Considering the demand of the customers,
Transport for London is aiming towards getting the basics right by using information systems
and managing the commuters. However, as argued by Chng et al. (2016), collection and
interpretation of data by using information systems are challenging for Transport for London.
Over the years, Transport for London encountered challenges for tracking the movement of the
commuters due to inaccessible mobile network in the underground tube or London. As a result,
Transport for London was unable to detect the potential challenges and issues encountered by the
commuters on a daily basis. However, the use of information systems provided an opportunity
for Transport for London to install 4 G network in the underground tubes of London. As a result,
the Londoners are able to access mobile network while they avail underground tube services

38INFORMATION SYSTEMS
(Ford et al. 2015). Therefore, it is easy for Transport for London to track the movements of the
commuters daily thereby, avoiding disruptions and ensuring safety while travelling.
Additionally, the use of information systems provided an opportunity for Transport for
London to improve the underground tube, overground rail, DLR, tram and bus services. The use
of information systems also allowed Transport for London to handle chronic overcrowding
thereby, transforming the experience of the passengers. Additionally, the use of information
system also enabled Transport for London to ensure healthy street approach by reducing car
resilience and influencing the Londoners to select sustainable and active transport (Ogilvie and
Goodman 2012).
Theme 4: Use of information technology by TFL
Transport for London has increased the use of information systems since 2008 by
considering the convenience and increased use of technology within the commuters. Transport
for London has installed Wi-Fi data connection in more than 54 underground stations compared
to 2008. Transport for London aims towards making £322 million by collecting tube users
location data potentially selling it to third parties (Gamberini et al. 2013). Transport for London
has revealed that the purpose of the scheme was to use the unanimous and aggregated data for
developing a better understanding of the people that navigate the London transport network.
Transport for London is collecting data in respect to the commuters and their daily travel by
tracking them by Wi-Fi.
The use of information systems by Transport for London aim towards gathering much
information about the commuters daily. This provides an opportunity for transport for London to
gather information regarding the commuters thereby, helping them better planning of journey by

39INFORMATION SYSTEMS
avoiding congestion (Bolbol et al. 2012). Reports suggest that Transport for London has
increased the use of information systems over the years. This is because Transport for London
aims towards providing better operations and safety for the commuters. The use of information
system allowed Transport for London to develop a better understanding of how the customers
move around the stations thereby, helping them to manage disruptions and events more
effectively. Additionally, the Transport for London is also able to deploy staffs to meet the need
of the customers thereby, ensuring a safe environment for all (Wash and Dance 2013).
Theme 5: Delivering radical capacity and connectivity improvements of Transport for
London
The use of information systems by Transport for London helped the organization in
delivering radical capacity thereby, improving the connectivity for the commuters. As
commented by Fuller et al. (2012), by using information systems Transport for London is aiming
towards delivering frequent tube services for the commuters. With the use of information
systems, Transport for London is aiming towards making huge investment across the entire Tube
network that includes Circle, District, and Hammersmith & City lines. Additional TFL is also
aiming towards improving the services in Piccadilly, Bakerloo, Central and Waterloo & City
lines by introducing new and frequent train services. This will allow Transport for London to
enhance the reliability and capacity of the tube services by managing the arrival and departure
time of the trains effectively by using information systems. However, as argued by Singh (2014),
Transport for London is lacking experienced and skillful staffs that will conduct effective data
collection and interpretation through information systems.

40INFORMATION SYSTEMS
Transport for London in collaboration with the Mayor of London is aiming towards
restricting the suburban rail services from the mainline Central London. On the other hand,
Transport for London is continuing to work with the rail operating companies to deliver a better
suburban rail network. Therefore, the use information systems provide an opportunity for
Transport for London to improve the transport and enhance the experience for the commuters.
4.2 Conclusion
In this chapter, it can be concluded that over the years from 2008-2017, Transport for
London has increased the use of information systems in order to achieve customer excellence.
Majority of the Londoners uses transports such as an underground tube, overground tube, taxis
and private vehicles that are maintained by Transport for London. Transport for London uses
Wi-Fi connections for gathering data and information regarding the commuters. This allowed
Transport for London to provide easy support for the commuters. Additionally, the use of
technological systems also allowed Transport for London to make the mobile network available
for the underground tube users that allowed the commuters to make calls, check emails and
access social media.

41INFORMATION SYSTEMS
Chapter 5: Conclusion and Recommendation
5.0 Conclusion
The researcher analyzed and evaluated various pieces of kinds of literature while conducting the
literature review and the data analysis. From the analysis of both the literature review and the
data analysis, the researchers have concluded that the use of information systems helped
Transport for London in achieving customer excellence over 2008-2017. The research has shed
light on the various initiatives undertaken by Transport for London over the years in respect to
information systems for providing better transport service to the commuters. However, it is clear
from the research analysis that it has not yet possible for Transport for London to use
information systems completely for managing the transport system of London for the
commuters.
However, over the years, Transport for London has been able to bring some changes that
have helped the public organization to achieve customer excellence. Transport for London has
installed 4 G coverage in different underground tube stations due to which the commuters are
able to access mobile network thereby, able to make calls, access social media and check emails.
The commuters are extremely satisfied as they are able to access mobile network and data while
availing underground tube services. Additionally, the availability of mobile network also
provided an opportunity for Transport for London to track the movement of the commuters and
the trains thereby, avoiding congestion and disruption.

42INFORMATION SYSTEMS
5.1 Linking with Objectives
Objective 1: To identify the types of information systems tools used by Transport for
London
Objective 1 is linked to theme 3 and 4 that determines the various types of information
systems used by Transport for London. The information systems used by Transport for London
is aimed towards improving the transportation system for the commuters thereby, achieving
customer excellence. From the research, it can be said that Transport for London has successfully
installed 4 G coverage in the underground tube stations.
Objective 2: To identify how information systems can aid organizations to attain customer
excellence.
Objective 2 is linked to theme 2 that determines how Transport for London has
considered the demand of the customers while implementing information systems for achieving
customer excellence. Availability of mobile network for the commuters while availing
underground tube services has helped Transport for London to achieve customer excellence, as
previously the customers complained due to unavailability of the mobile network.
Objective 3: To examine the Data collection and interpretation procedures of Transport for
London, in relations to its customer service
Objective 3 is linked with theme 4 that determines the collection and interpretation of
data collected by the use of information technology. From the research, it can be seen that
Transport for London is encountering issues in interpreting the collected data and using it for the
betterment of the commuters.

43INFORMATION SYSTEMS
Objective 4: To recommend how Transport for London can continually use information
systems to improve its performance
Objective 4 is linked with theme 5 that highlights the possible improvements that can be
conducted by Transport to London for enhancing the transport services for the commuters.
Transport for London in collaboration with the Mayor aim towards improving the transport
services by commencing rail lines for the suburban rail network.
5.2 Recommendations
The potential recommendations include:
 A better interpretation of the collected data by the information system: Transport for
London needs to use effective data interpretation system for using the collected
information and data for the betterment of the London commuters. Training staffs in collecting and interpreting data by the information system: Transport
for London needs to provide proper training to their staffs so that they are able to
interpret the collected data effectively and use it for achieving customer excellence. 24/7 data monitoring system by Transport for London: Transport for London needs to
continuously monitor the data collection and interpretation so that it can be used
effectively for enhancing the transport experiences for the Londoners.

44INFORMATION SYSTEMS
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