Customer-focused strategies and information technology capabilities: Implications for service quality of Malaysian local authorities

The purpose of this paper is to explore the relationship between the extent of CF-strategies implementation and IT capability on organizational performance, and the moderating role IT capability on the relationship between CF-strategies and performance. Questionnaires were distributed to a sample of Malaysian Local Authorities (LGAs). The result supports a strong positive relationship between the extent of CF-strategies and IT capability on organizational performance. This study also finds that IT capability moderates the relationship between CF-strategies and organizational performance and provides justification for LGAs to invest, in term of resources and commitment, in implementing CF-strategies and IT as these variables contribute