Information Integration and Service Quality: Information Acquisition and Sharing Perspective

Abstract

The paper investigates the empirical link between information integration and service quality. Specifically, to examine the relationship between information acquisition and service quality, to ascertain the relationship between information sharing and service quality. The study adopted the resource-based view theory (RBV). A correlational survey design was employed and a questionnaire was adopted as the primary source for data collection from the top management employees of the studied telecommunication firms, inferential analysis was done using Spearman Rank Correlation Coefficient. The study revealed that there is a significant relationship between information acquisition and service quality, and also there is a significant relationship between information sharing and service quality. This paper concludes that information integration correlates with service quality. It was recommended that business organizations should invest in standard information technologies that support information acquisition and sharing from multiple sources in the business environment.