Communication effectiveness on IT service relationship quality

Abstract

Purpose – This study aims to investigate the effect of communication effectiveness (CE) on service quality (SQ) leading to relationship quality (RQ) in IT service relationships. Design/methodology/approach – CE was decomposed into frequency, bi-directionality and quality of communication while SQ was decomposed into functional and technical qualities, and RQ into trust and relationship commitment. An empirical study is conducted testing the nomological research model consists of these dimensions, using survey method collecting data from 144 subjects. Findings – The findings indicate that good SQ can impact relationship commitment only via the clients' trust, but not directly. Influence of functional quality is stronger on trust but technical quality also maintains significant impact. Detailed findings imply that, while communication is important element influencing perceptions of SQ, quality of bi-directional communication is more critical than simple but frequent communication. Originality/value – This study explores the direct impact of CE on SQ leading to RQ in IT service context. Previous studies rarely tested the impacts of functional and technical SQ, simultaneously. Findings of this study add values to research on service relations as well as IT services research in terms of differentiating functional and technical service qualities.