Integrating business and market intelligence to expedite service responsiveness: evidence from Malaysia

In today’s business world, Malaysian postal and courier companies are rapidly growing due to recent Covid-19 but they face various challenges due to intense competition in the use of high-tech e-services. The paper examines the role of business and market intelligence in expediting service innovation and responsiveness in Malaysia, which is considered the business hub of Asia. Primary survey data were collected from the 93 managerial staff of postal and courier companies in Malaysia. We employed PLS-SEM methodology to test the relationship between the selected variables of interest. The results indicate that market intelligence and business intelligence are the major contributors to service innovation and service responsiveness. Moreover, the role of knowledge management is crucial in better utilization of external and internal knowledge. Finally, this study provides practical guidelines to practitioners and policymakers of postal and courier companies to devise viable strategies for efficiently realizing service innovation and service responsiveness to the best satisfaction of the end customers.