Title: 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

Authors: Budi W. Soetjipto; Eko Surya Lesmana; R. Darmawan Siswanto Pramana; Fahrurrozi

Addresses: Faculty of Economics and Business, Universitas Indonesia, Depok, Jawa Barat, Indonesia; Faculty of Economics and Business, Universitas Pertamina, Jakarta, Indonesia ' Faculty of Economics and Business, Universitas Indonesia, Depok, Jawa Barat, Indonesia ' Faculty of Economics and Business, Universitas Indonesia, Depok, Jawa Barat, Indonesia ' Faculty of Economics and Business, Universitas Indonesia, Depok, Jawa Barat, Indonesia

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.

Keywords: digital transformation; information technology infrastructure; service quality; external environment.

DOI: 10.1504/IJBSR.2022.125495

International Journal of Business and Systems Research, 2022 Vol.16 No.5/6, pp.663 - 688

Received: 12 Dec 2020
Accepted: 09 Apr 2021
Published online: 12 Sep 2022 *

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