Business Intelligence Systems and E-Service Quality: The Mediating Role of E-Business Capability

Abstract

This study examines the effect of Business Intelligence Systems (BIS) on e-service quality and investigates the mediating role of e-business capability in this relationship. Grounded in the Resource-Based View (RBV) and IS Capability Theory, the study argues that the value of analytical systems is realized when data-driven insights are translated into digitally enabled service processes. A quantitative cross-sectional design was employed, and data were collected from 197 professionals working in Jordanian organizations that use BIS or e-business platforms. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to test the measurement and structural models. The results show that BIS has a significant positive effect on e-business capability, which in turn exerts a positive effect on four dimensions of e-service quality: availability, reliability, responsiveness, and user satisfaction. The mediation analysis further indicates that e-business capability partially transmits the influence of BIS on service outcomes. These findings suggest that analytical infrastructure alone is insufficient to improve digital service performance unless it is supported by strong operational e-business capability. The study extends the literature on BIS and digital service delivery by clarifying the mechanism through which analytical systems create service value and provides practical guidance for organizations seeking to improve online service quality through data-driven capabilities.