Business process re-engineering strategy and service delivery: does the moderating role of information technology infrastructure matter?
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Date
2020-11-30Author
Ongeri, R. N.
Magutu, P. O.
Litondo, K.
Type
ArticleLanguage
en_USMetadata
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The main objective of the study was to investigate the link between business process re-engineering
strategy, information technology infrastructure and service delivery of companies manufacturing
food in Kenya. Specifically, the study sought to determine the effect of information technology
infrastructure on the relationship between business process re-engineering strategy and service
delivery of companies manufacturing food in Kenya. The population of the study comprised of the
company’s manufacturing food in Kenya. A descriptive cross-sectional survey design was adopted
in data collection and analysis. Primary data was collected from respondents using a structured
questionnaire, while secondary data was collected from published firm’s reports. Out of the 75
respondents targeted by the study, 44 respondents forming 56.67% response rate, which was
considered adequate for analysis with good representation from all the subsectors in companies
manufacturing food in Kenya. On hypotheses testing, it was established that 59.4% of variations
in the firm’s service delivery are explained by variations in the BPR strategy, information
technology infrastructure and product variable between BPR strategy and information technology
infrastructure (IT Budget*BPR Prototype). The magnitude of information technology
infrastructure’s moderating effect on the relationship between BPR strategy and firm’s service
delivery is 1.3% (59.4% - 58.1%); then study therefore accepts the alternate hypothesis (HA1) that
information technology infrastructure moderates the relationship between BPR and service
delivery of companies manufacturing food in Kenya. HA1 is therefore supported. In conclusion, the
study confirmed that the magnitude of information technology infrastructure’s moderating effect
on the relationship between BPR strategy and firm’s service delivery is positive and statistically
significant whereby 59.4% of variations in firm’s service delivery is explained by variations in the
BPR strategy, information technology infrastructure and product variable between BPR strategy
and information technology infrastructure (IT Budget*BPR Prototype).The results therefore support the anchoring theory of resource advantage and resource based view theories. This study
has contributed in different areas including implications to theory, policy, management practice
and methodological contributions as discussed in the subsequent paragraphs. First, this study has
advanced frontiers of knowledge from the study findings; the role of information technology
infrastructure on the relationship between BPR strategy and service delivery could not be
generalized (Hammer and Stanton, 1995) in the replicated due to use of case studies and the role
played by IT adoption as opposed to IT innovations must be implemented. Secondly, this research
makes several noteworthy contributions to the existing theory: the empirical relationship testing
how the relationship between BPR strategy and service delivery is moderated by IT infrastructure
confirms the conceptual model that information technology infrastructure significantly moderates
the relationship between BPR and service delivery of companies manufacturing food in Kenya.
Thirdly on the study’s policy contributions: the manifestation of BPR strategy, IT infrastructure
and service delivery dimensions had varied and mixed results on firm performance. The findings
of this study offer suggestions that are beneficial to policy makers in the food-manufacturing sector
in Kenya. Kenyan manufacturing firms have previously lacked fits well into the existing body of
knowledge by holding that BPR strategy influence the firm’s level of performance and vice versa.
Lastly, key methodological contribution is the use of a quantitative composite index in computing
the SD index, the use an integrated empirical model to test the relation between BPR strategies,
IT infrastructure and service delivery; the study used a number of indicators to measure each
construct, which improved the construct validity.
URI
http://uonjournals.uonbi.ac.ke/ojs/index.php/ajbuma/article/view/646http://erepository.uonbi.ac.ke/handle/11295/153605
Citation
Ongeri, R. N., Magutu, P. O., & Litondo, K. (2020). Business process re-engineering strategy and service delivery: does the moderating role of information technology infrastructure matter?. African Journal of Business and Management, 6(1), 67-89.Publisher
AJBUMA