IIARD International Institute of Academic Research and Development

INTERNATIONAL JOURNAL OF SOCIAL SCIENCES AND MANAGEMENT RESEARCH (IJSSMR )

E-ISSN 2545-5303
P-ISSN 2695-2203
VOL. 9 NO. 4 2023
DOI: https://doi.org/10.56201/ijssmr.v9.no4.2023.pg45.52

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Information Integration and Service Quality: Information Acquisition and Sharing Perspective

Dr. Ekeins Margaret, Tare L. Odo

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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.

keywords:

Information Integration, Service Quality: Information Acquisition, Information Sharing

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References:

Argote, L. & Spektor, M. L. (2011). Organizational Learning: From Experience to
Knowledge. Organization Science, 22(5): 1123-1137.

Barney, J. B. (2001). Is the resource-based view a useful perspective for strategic
management research? Yes. Academy of Management Review, 26(1), 41–56.

Fletcher, M. & Prashantham, S. (2011). Knowledge assimilation processes of rapidly
internationalizing firms: Longitudinal case studies of Scottish SMEs. Journal of Small
Business and Enterprise Development,18(3): 475-501.

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