Effect of Reliability of Information Systems on Links Between Cross- Functional Co-Ordination and Customer Satisfaction: Empirical Evidence from Tanzania Port Operations

Abstract

This study assessed the influence of reliable information system on the relationship
between cross-functional co-ordination and customer satisfaction based on the
empirical evidence drawn from Tanzania ports’ operations. Specifically, the study had
set out to assess the influence of cross-functional co-ordination on customer
satisfaction with Tanzania ports and examine the moderating effects of information
system reliability on cross-functional co-ordination and customer satisfaction. The
study adopted a positivism philosophy alongside an explanatory deductive case study
research design. Moreover, it and applied quantitative methods whose primary data
were generated using self-administered structured questionnaires. The data came from
sample of 298 respondents drawn from a population of 1,325 agents using simple
random sampling, with 228 coming from five Tanzania ports of Dar es Salaam, Tanga,
Mtwara, Mwanza, and Kigoma.
Data were subjected to the use of Smart PLS 3.0 for Structural Equation Modelling for
hypothesis testing. Also, the Port Service Quality (PSQ) theory and Relational Coordination
Theory (RCT) helped to operationalise the interactions of three
constructs—cross-functional co-ordination, reliability of information systems, and port
customer satisfaction. The assumption was that little is known about the use a study
model, we have multiplied the combined effect of cross-functional co-ordination let
alone the moderation effects of reliable information systems on port customer
satisfaction. The research discovered a considerable moderating impact of reliability
of information systems on the relationship between cross-functional co-ordination and
port customer satisfaction. Moreover, the IPMA results affirm the highest levels of
importance and performance of cross-functional co-ordination in predicting port
customer satisfaction. Thus, cross-functional co-ordination positively influences port
customer satisfaction.

Keywords: Cross-functional co-ordination, customer satisfaction, reliability of information
systems