Jurnal Publikasi STMIK Pontianak

Roles of IT Leadership in E-Service Quality Improvement of Online Family Business


Contextually, the online business managed by family companies is unclear in empowering IT professionals and apt to be seniority-oriented in terms of hierarchical family structures. Management of services and supports of IT operation is still partial and inconsistent. This study aimed to determine the extent of influences and relationships between IT capability and IT support in association with roles of IT leadership, an inseparable unit improving e-service quality. Convergent triangulation and an explanatory design through follow-up explanation were applied. The research population included family companies managing the online business for more than five years in West Kalimantan. Questionnaires were completed by 239 respondents. SEM-PLS and in-depth interviews with five key informants were conducted for data analysis. The novelty of the research shows that IT leadership has a very crucial role in mediating IT capability and IT support to improve e-service quality. The contribution of results is that IT leadership should immediately exist due to its importance, and there should be the readiness of IT support to improve the e-service quality of online business

Kata Kunci : IT Capability, IT Support, IT Leadership, E-Service Quality, Online Family Business.

Jurnal Publikasi STMIK Pontianak By Sandy Kosasi, Po Abas Sunarya, I Dewa Ayu Eka Yuliani, Diana Fitriani, Madhiyono