BUSINESS PROCESS RE-ENGINEERING STRATEGY AND SERVICE DELIVERY: DOES THE MODERATING ROLE OF INFORMATION TECHNOLOGY INFRASTRUCTURE MATTER?

Abstract

The main objective of the study was to investigate the link between business process re-engineering
strategy, information technology infrastructure and service delivery of companies manufacturing
food in Kenya. Specifically, the study sought to determine the effect of information technology
infrastructure on the relationship between business process re-engineering strategy and service
delivery of companies manufacturing food in Kenya. The population of the study comprised of the
company’s manufacturing food in Kenya. A descriptive cross-sectional survey design was adopted
in data collection and analysis. Primary data was collected from respondents using a structured
questionnaire, while secondary data was collected from published firm’s reports. Out of the 75
respondents targeted by the study, 44 respondents forming 56.67% response rate, which was
considered adequate for analysis with good representation from all the subsectors in companies
manufacturing food in Kenya. On hypotheses testing, it was established that 59.4% of variations
in the firm’s service delivery are explained by variations in the BPR strategy, information
technology infrastructure and product variable between BPR strategy and information technology
infrastructure (IT Budget*BPR Prototype). The magnitude of information technology
infrastructure’s moderating effect on the relationship between BPR strategy and firm’s service
delivery is 1.3% (59.4% - 58.1%); then study therefore accepts the alternate hypothesis (HA1) that
information technology infrastructure moderates the relationship between BPR and service
delivery of companies manufacturing food in Kenya. HA1 is therefore supported. In conclusion, the
study confirmed that the magnitude of information technology infrastructure’s moderating effect
on the relationship between BPR strategy and firm’s service delivery is positive and statistically
significant whereby 59.4% of variations in firm’s service delivery is explained by variations in the
BPR strategy, information technology infrastructure and product variable between BPR strategy
and information technology