Boosting E-Service Quality of Online Product Businesses Through It Leadership

Abstract

Boosting e-Service Quality of online product businesses is dependent on the mapping of application portfolios of IT services. Nonetheless, implementing procedures, systems, and mechanisms to manage IT resources is still partial, unspecific. To be precise, they are still a part of inappropriate work units. This study intended to find out and ascertain the extent to which IT leadership was required and had positive, significant influences on e-Service Quality improvement. A survey and a convergent triangulation method with an explanatory design through a follow-up explanation model were applied. Questionnaires were completed by 97 leaders and the management selected from the total population of family companies running online product businesses. All data was collected and processed with Likert Scales. An analysis tool named SEM-PLS was utilized. FGDs with 5 key informants were further conducted. Outcomes show that the management ability of family companies to empower IT resources is absent. This scientific proof is reinforced by the incompatibility of IT leadership with digital capability to boost e-Service Quality despite very significant digital orientation. There is a negative value found here.

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