Governance Capabilities in Business Intelligence and Performance of Mobile Service Providers in Kenya

Abstract

According to the communication Authority of Kenya, performance of the mobile service providers in Kenya has not met the threshold of achieving 80 percent in the set Quality of service standards (QoS) since 2014, calling for heavy fines for non-compliance. Most of the reviewed previous studies focused on performance of mobile service providers but failed to analyze the effect of Business Intelligence governance capabilities on performance. Similarly, previous literature has employed market share and revenue growth as the measures of performance and never focused on QoS and ARPU which this study opted to adopt. The study was anchored on Technology-Organization-Environment framework. The target population was the three mobile service providers in Kenya, namely Safaricom limited, Telkom and Airtel.  Secondary panel data for the period 2010-2019 was collected. Through an explanatory non-experimental design, descriptive statistics and panel regression were carried out to find out the nature and magnitude of the relationships between the variables and test the hypothesized relationships.  The study findings established that governance capability had significant influence on performance of mobile service providers in Kenya. The study recommended that policy issues and availability of training programs should be carefully considered by the management of mobile service providers.