Integrating business and market intelligence to expedite service responsiveness: evidence from Malaysia

Muhammad Nawaz (), Waseem Ul Hameed () and M. Ishaq Bhatti ()
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Muhammad Nawaz: Iqra University Karachi
Waseem Ul Hameed: The Islamia University of Bahawalpur
M. Ishaq Bhatti: La Trobe Business School, La Trobe University

Quality & Quantity: International Journal of Methodology, 2024, vol. 58, issue 2, No 15, 1303-1324

Abstract: Abstract In today’s business world, Malaysian postal and courier companies are rapidly growing due to recent Covid-19 but they face various challenges due to intense competition in the use of high-tech e-services. The paper examines the role of business and market intelligence in expediting service innovation and responsiveness in Malaysia, which is considered the business hub of Asia. Primary survey data were collected from the 93 managerial staff of postal and courier companies in Malaysia. We employed PLS-SEM methodology to test the relationship between the selected variables of interest. The results indicate that market intelligence and business intelligence are the major contributors to service innovation and service responsiveness. Moreover, the role of knowledge management is crucial in better utilization of external and internal knowledge. Finally, this study provides practical guidelines to practitioners and policymakers of postal and courier companies to devise viable strategies for efficiently realizing service innovation and service responsiveness to the best satisfaction of the end customers.

Keywords: Market intelligence; Business intelligence; Knowledge management; Service innovation; Service responsiveness; Postal and courier services (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1007/s11135-023-01689-6

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