Service innovation and service responsiveness : moderating effect of information technology capability

Service innovation and service responsiveness : moderating effect of information technology capability

Economic growth of a country highly depends on the development of its service sector. The logistic or transportation industry in Malaysia has significantly contributed towards the national economy and has also provided the employment opportunities. The industry has undergone a radical change due to...

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Main Author: Alminnourliza, Noordin
Format: Thesis
Language:eng
eng
Published: 2016
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/6752/1/s93307_01.pdf
https://etd.uum.edu.my/6752/2/s93307_02.pdf
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institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Hasnan, Norlena
Osman, Nor Hasni
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Alminnourliza, Noordin
Service innovation and service responsiveness : moderating effect of information technology capability
description Economic growth of a country highly depends on the development of its service sector. The logistic or transportation industry in Malaysia has significantly contributed towards the national economy and has also provided the employment opportunities. The industry has undergone a radical change due to the rapid evolution of information technology. The need to have efficient services is undeniable because of the increase in e-commerce applications which demands for service companies to innovate. Nevertheless, unlike the manufacturing sector, the innovation models in the service sector are still under developed. Hence, this requires further investigation in understanding the service innovation, especially in the area of transportation industry. This study aims to develop a model that links four main variables which are relevant to the industry, namely the determinants of service innovation, service innovation, information technology capability, and service responsiveness. A survey has been conducted on postal, courier, and freight forwarding companies. Data from respondents were analyzed by using PLSSEM. The result of the study provides a meaningful insight on the service innovation and ultimately, contributes towards enhancing the responsiveness of the postal services, courier, and freight forwarding companies. The study limits its scope only on selected transportation service. Hence, it is recommended for the future studies to investigate further on a broader scope of transportation service or even on other industries.
format Thesis
qualification_name Ph.D.
qualification_level Doctorate
author Alminnourliza, Noordin
author_facet Alminnourliza, Noordin
author_sort Alminnourliza, Noordin
title Service innovation and service responsiveness : moderating effect of information technology capability
title_short Service innovation and service responsiveness : moderating effect of information technology capability
title_full Service innovation and service responsiveness : moderating effect of information technology capability
title_fullStr Service innovation and service responsiveness : moderating effect of information technology capability
title_full_unstemmed Service innovation and service responsiveness : moderating effect of information technology capability
title_sort service innovation and service responsiveness : moderating effect of information technology capability
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2016
url https://etd.uum.edu.my/6752/1/s93307_01.pdf
https://etd.uum.edu.my/6752/2/s93307_02.pdf
_version_ 1747828111931604992
spelling my-uum-etd.67522021-04-05T01:55:05Z Service innovation and service responsiveness : moderating effect of information technology capability 2016 Alminnourliza, Noordin Hasnan, Norlena Osman, Nor Hasni Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. Economic growth of a country highly depends on the development of its service sector. The logistic or transportation industry in Malaysia has significantly contributed towards the national economy and has also provided the employment opportunities. The industry has undergone a radical change due to the rapid evolution of information technology. The need to have efficient services is undeniable because of the increase in e-commerce applications which demands for service companies to innovate. Nevertheless, unlike the manufacturing sector, the innovation models in the service sector are still under developed. Hence, this requires further investigation in understanding the service innovation, especially in the area of transportation industry. This study aims to develop a model that links four main variables which are relevant to the industry, namely the determinants of service innovation, service innovation, information technology capability, and service responsiveness. A survey has been conducted on postal, courier, and freight forwarding companies. Data from respondents were analyzed by using PLSSEM. The result of the study provides a meaningful insight on the service innovation and ultimately, contributes towards enhancing the responsiveness of the postal services, courier, and freight forwarding companies. The study limits its scope only on selected transportation service. Hence, it is recommended for the future studies to investigate further on a broader scope of transportation service or even on other industries. 2016 Thesis https://etd.uum.edu.my/6752/ https://etd.uum.edu.my/6752/1/s93307_01.pdf text eng public https://etd.uum.edu.my/6752/2/s93307_02.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Abidin, S. Z., Mokhtar, S. S., & Yusoff, R. Z. (2011). A systematic analysis of innovation studies: A proposed framework on relationship between innovation process and firm's performance. The Asian Journal of Technology Management, 4(2), 65-83. Aixiong, G. (2011). Courier industry development analysis of underdeveloped region in China. Paper presented at the International Conference on Automation and Logistics, Chongqing, China. Alam, I. (2006). Service innovation strategy and process: A cross-national comparative analysis. International Marketing Review, 23(3), 234-254. Alam, I., & Perry, C. (2002). 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