User’s Capabilities In Business Intelligence And Performance Of Mobile Service Providers In Kenya
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Date
2021
Authors
Malonza, Gladys Nduku
James, Rosemary
Nzuki, David
Journal Title
Journal ISSN
Volume Title
Publisher
iosrjournals
Abstract
The mobile service providers play a critical role in the knowledge-led service enterprises though faced with unstable trends in their growth. The Quality-of-Service (QoS) report by the Communication Authority of Kenya indicated that all the mobile service providers have been fined by their regulator for failing to achieve the 80 percent minimum threshold set for compliance since the year 2014. Generating and diffusing new knowledge through innovation activities based on the use of Business Intelligence (BI) can boost performance. This study investigated how BI users’ capabilities influenced the performance of mobile service providers in Kenya in terms of level of skills, ability to utilize data, willingness to optimize BI and level of integrity of the BI users The study was anchored on Technology-Organization-Environment framework and Technology Acceptance model. The study adopted an explanatory non-experimental design research targeting Safaricom limited, Telkom and Airtel. Secondary panel data for the period 2010-2019 was collected after which descriptive statistics and panel regressionwere carried out. The study findings established that user’s capability had significant influence on performance of mobile service providers in Kenya. The study recommended that usefulness and ease-of-use of BI capabilities should be carefully considered by the management of any organization
Description
Article
Keywords
Business Intelligence, Quality of service (Qos) standards, Average Revenue per User (ARPU), Users’ Capabilities, Mobile service providers