Title: Do IT integration and decision-making integration influence service operation performance? Empirical evidence from electrical and electronics distribution firms

Authors: Cheng Ling Tan; Wei Lip Tan; Sook Fern Yeo

Addresses: Graduate School of Business, Universiti Sains Malaysia, 11800, Penang, Malaysia ' Graduate School of Business, Universiti Sains Malaysia, 11800, Penang, Malaysia ' Faculty of Business, Multimedia University, Jalan Ayer Keroh Lama, 75450 Melaka, Malaysia

Abstract: This study aims to investigate the relationships between IT integration, decision-making integration, and service operation performance among the electrical and electronic (E&E) distribution firms located in ASEAN. Based on this premise, a model linking IT integration, decision-making integration, and service operation performance are tested. A self-administered questionnaire was employed for data collection. A total of 83 respondents were taking part in this study. Smart partial least square (PLS) and Statistical Package for Social Sciences (SPSS) packages were utilised to analyse the data. The analysis results revealed that IT planning and business process integration has a significant relationship with service operation performance. The implication of this study enables the E&E distribution firms in ASEAN to better understand the relationship between IT integration, decision-making integration, and service operation performance.

Keywords: IT integration; decision-making integration; service operation performance; electrical and electronic; communication; planning; flexibility; modularity; business process integration; cross-functional team.

DOI: 10.1504/IJSOM.2019.101577

International Journal of Services and Operations Management, 2019 Vol.33 No.4, pp.423 - 441

Received: 03 Jun 2016
Accepted: 11 Jun 2017
Published online: 13 Aug 2019 *

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