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

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.