Customer-focused strategies and information technology capabilities: Implications for service quality of Malaysian local authorities

Said, J, Taylor, D, Othman, R and Hui, W 2009, 'Customer-focused strategies and information technology capabilities: Implications for service quality of Malaysian local authorities', International Review of Business Research Papers, vol. 5, no. 3, pp. 241-256.


Document type: Journal Article
Collection: Journal Articles

Title Customer-focused strategies and information technology capabilities: Implications for service quality of Malaysian local authorities
Author(s) Said, J
Taylor, D
Othman, R
Hui, W
Year 2009
Journal name International Review of Business Research Papers
Volume number 5
Issue number 3
Start page 241
End page 256
Total pages 16
Publisher World Business Institute
Abstract The purpose of this paper is to explore the relationship between the extent of CF-strategies implementation and IT capability on organizational performance, and the moderating role IT capability on the relationship between CF-strategies and performance. Questionnaires were distributed to a sample of Malaysian Local Authorities (LGAs). The result supports a strong positive relationship between the extent of CF-strategies and IT capability on organizational performance. This study also finds that IT capability moderates the relationship between CF-strategies and organizational performance and provides justification for LGAs to invest, in term of resources and commitment, in implementing CF-strategies and IT as these variables contribute
Subject Management Accounting
Keyword(s) Management Accounting
Public Sector
Information Technology
ISSN 1832-9543
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Created: Mon, 13 Dec 2010, 14:37:00 EST by Catalyst Administrator
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