The joint effect of digital transformation and information technology infrastructure on service quality: the role commitment to service quality as mediator and environment as moderator
by Budi W. Soetjipto; Eko Surya Lesmana; R. Darmawan Siswanto Pramana; Fahrurrozi
International Journal of Business and Systems Research (IJBSR), Vol. 16, No. 5/6, 2022

Abstract: Today's digital technology has changed the world of business. This study discusses the effect of digital transformation (DT) together with information technology (IT) infrastructure on service quality commitments and ultimately on service quality itself. This study also examines the effect of moderating environmental dynamism and complexity on a commitment to the relationship between service quality and service quality itself. We applied the structural equation modelling (SEM) approach to survey data from 193 manager respondents at motorcycle dealerships in Indonesia. This study found that DT and IT infrastructure simultaneously influence commitment to service quality. But the commitment to service quality does not affect service quality unless the effect is moderated by environmental complexity. This study increases understanding of the important role of the latest digital technology and its infrastructure in improving the service quality, as well as about the important function of the environment in strengthening service quality.

Online publication date: Mon, 12-Sep-2022

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Business and Systems Research (IJBSR):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com