Moderating effects of green IS on the relationship between organizational agility, customer experience and digital service innovation to achieve sustainable performance

Abstract

This study focuses on the empirical analysis to assess the role of digitalization through Green Information System (GIS) on the relationship between organizational agility (OA), customer experience (CX), and digital service innovation (DSI) to achieve sustainable performance (SP) in the Indonesian Information Communication and Technology (ICT) industry. The authors seek to examine the technological impact as part of digital transformation antecedents of CX and OA in developing DSI. The study also aims to investigate the digital transformation model to attain a more sustainableICT performance in Indonesia. The novelty of this study lies in the identifying and testing the concurrent effects of studied variables in improving the understanding of DSI and SP as part of the Indonesian ICT digital transformation model. The study used a sample of 195 Indonesia ICT firms. The finding from PLS-SEM reveals that GIS has a significant moderating role in accelerating the development ofDSI on the relationship with CX and OA, while SP is positively and significantly influenced by CS, OA and DSI. The implication and the proposed of digital transformation model for Indonesian ICT firms is also discussed in this paper.

The Development of Digital Service Transformation Framework for The Public Sector

“…It is also referred to as digital servitization, defined as the conversion of manufacturing products into commercial services through digital channels like the internet [38]. Additionally, it is described as organizational transformation, also known as digital service innovation [39]. This transformation is defined as a process driven by the integration of digital service [40] or technology [41].…”