In financial service industry, firm’s dependency on IT to deliver quality services has increased recent years. This study empirically examines the linkage between service dimensions of which quality depend on IT, and competitive advantage of firms. Consistent with the resource based theory, our result suggests that valuable, rare, and costly to imitate service dimensions make competitive advantage and induce better financial performance while other dimensions which are easy to imitate cannot be a source of competitive advantage. Additionally, we show the competitive advantage derived from the complementary relationship among service dimensions. The existence of complementary relationships among service dimensions is verified. This implies that, even though some dimension cannot be a source of competitive advantage alone, these are still relevant to total service quality management for financial performance.


IT service, complementarity, service quality management, resource-based view


ISBN: [978-1-86435-644-1]; Full paper