Presentation of the Model of Measuring the Maturity Level of Business ‎Intelligence in Electronic Business‏ ‏‎(Case Study: Internet Service Provider Companies)

Abstract

This study aims to design a model for measuring the level of maturity of business intelligence in electronic businesses, specifically for Internet Service Provider (ISP) companies. The study adopts a qualitative approach based on the phenomenological approach. A total of 10 specialists, experts, and managers from electronic businesses involved in providing Internet services are selected as participants using the maximal differentiation method. Data are collected through in-depth and semi-structured interviews and analyzed using Colaizzi's method. The findings are classified into five levels of business intelligence maturity (Level 1: Primary maturity, Level 2: Repeatable maturity, Level 3: Defined maturity, Level 4: Managed maturity, Level 5: Optimized maturity) using the Delphi technique. Subsequently, a model consisting of 33 dimensions and 232 indicators is designed based on the relevant literature and the researcher's viewpoint, with confirmation from experts. Finally, the model is validated using confirmatory factor analysis in Smart PLS software.IntroductionDue to the fact that businesses face numerous challenges, such as the need for increased responsiveness and transparency towards customers, the growing number of tasks and organizational activities, and rapid technological changes, they require mechanisms capable of real-time data analysis and integration. Business intelligence serves as one of these mechanisms. Additionally, businesses need to assess and evaluate their current performance, compare their existing processes, tools, and methods with the best practices, and measure indicators of predictability, control, and effectiveness to effectively implement business intelligence. Therefore, they require a model to gauge the maturity level of business intelligence within their organization. Consequently, the objective of this research is to present a model for measuring the maturity level of business intelligence in electronic businesses.Materials and MethodsSince the researcher aims to extract the components of business intelligence maturity based on people's mentalities and experiences, the phenomenological method, specifically Colaizzi's method, was employed. To achieve this, 10 experts from Internet service provider companies were interviewed and selected using the maximal differentiation sampling method. The analysis of these interviews resulted in the extraction of 277 significant codes. Given the research's focus on measuring the maturity level of business intelligence, 40 experts were then asked to classify the obtained concepts into five levels of business intelligence maturity (Level 1: Primary maturity, Level 2: Repeatable maturity, Level 3: Defined maturity, Level 4: Managed maturity, Level 5: Optimized maturity) using the Delphi technique and snowball sampling method. After three rounds of Delphi, 232 codes remained out of the initial total of 277 codes. These 232 indicators were then categorized into 33 dimensions based on the definitions, functions of business intelligence, and the perceived concepts of each indicator. Subsequently, the researcher designed a measurement model for the maturity level of business intelligence in electronic businesses specifically tailored for Internet service providers. Finally, the designed model was validated through confirmatory factor analysis using SmartPLS software.Discussion and ResultsThis research has developed a model that enables companies, especially Internet service providers, to assess their current business state and their progress towards their goals. The model facilitates the decision-making process for e-business managers. With 5 levels, 33 dimensions, and 232 indicators encompassing technical, managerial, and human aspects, the model effectively enhances business capabilities and establishes a foundation for improving and advancing the level of maturity within the business. It is important to note that the model's Level 1 (Primary maturity) includes one dimension titled "reporting" with five indicators. Level 2 (Repeatable maturity) comprises five dimensions: advertising (eight indicators), management and performance evaluation (seven indicators), control (three indicators), documentation (five indicators), and automation (two indicators). Level 3 (Defined maturity) consists of six dimensions: access level (four indicators), customer orientation (16 indicators), process management (eight indicators), standardization of processes (10 indicators), improvement of information quality (five indicators), and improvement of service level (28 indicators). Level 4 (Managed maturity) encompasses 13 dimensions: assessment and analysis skills (14 indicators), business development and organizational processes (nine indicators), organizational management (12 indicators), organizational training (nine indicators), human resource management (16 indicators), organizational value (five indicators), security (two indicators), support (five indicators), business strategies (three indicators), management and development of essentials (11 indicators), business performance management (five indicators), policy making (four indicators), and cost-benefit (two indicators). Lastly, Level 5 (Optimized maturity) includes eight dimensions: predictive analysis (six indicators), dashboard (two indicators), knowledge management (six indicators), innovation (four indicators), competitive advantage (six indicators), technology development (four indicators), expansion of investment (three indicators), and data mining (three indicators).ConclusionsThis research has designed a model to facilitate the decision-making process of e-business managers, particularly those in Internet service providers. The model enables companies to assess their current business state and their progress towards their goals. The model encompasses 5 levels, 33 dimensions, and 232 different indicators, taking into account technical, managerial, and human aspects. With this comprehensive approach, the model has the potential to enhance business capabilities and establish a solid groundwork for improving and advancing the maturity level of the business. Internet service provider companies not only gain an understanding of their business intelligence maturity level and have the opportunity to elevate it through long-term planning, but they also empower themselves to navigate future changes and meet evolving customer expectations. The business intelligence maturity model introduced in this study serves as a framework for continuous improvement in their business activities. It provides a foundation and context for controlling processes and facilitates the ongoing enhancement of their operations.This study aims to design a model for measuring the level of maturity of business intelligence in electronic businesses, specifically for Internet Service Provider (ISP) companies. The study adopts a qualitative approach based on the phenomenological approach. A total of 10 specialists, experts, and managers from electronic businesses involved in providing Internet services are selected as participants using the maximal differentiation method. Data are collected through in-depth and semi-structured interviews and analyzed using Colaizzi's method. The findings are classified into five levels of business intelligence maturity (Level 1: Primary maturity, Level 2: Repeatable maturity, Level 3: Defined maturity, Level 4: Managed maturity, Level 5: Optimized maturity) using the Delphi technique. Subsequently, a model consisting of 33 dimensions and 232 indicators is designed based on the relevant literature and the researcher's viewpoint, with confirmation from experts. Finally, the model is validated using confirmatory factor analysis in Smart PLS software.IntroductionDue to the fact that businesses face numerous challenges, such as the need for increased responsiveness and transparency towards customers, the growing number of tasks and organizational activities, and rapid technological changes, they require mechanisms capable of real-time data analysis and integration. Business intelligence serves as one of these mechanisms. Additionally, businesses need to assess and evaluate their current performance, compare their existing processes, tools, and methods with the best practices, and measure indicators of predictability, control, and effectiveness to effectively implement business intelligence. Therefore, they require a model to gauge the maturity level of business intelligence within their organization. Consequently, the objective of this research is to present a model for measuring the maturity level of business intelligence in electronic businesses.Materials and MethodsSince the researcher aims to extract the components of business intelligence maturity based on people's mentalities and experiences, the phenomenological method, specifically Colaizzi's method, was employed. To achieve this, 10 experts from Internet service provider companies were interviewed and selected using the maximal differentiation sampling method. The analysis of these interviews resulted in the extraction of 277 significant codes. Given the research's focus on measuring the maturity level of business intelligence, 40 experts were then asked to classify the obtained concepts into five levels of business intelligence maturity (Level 1: Primary maturity, Level 2: Repeatable maturity, Level 3: Defined maturity, Level 4: Managed maturity, Level 5: Optimized maturity) using the Delphi technique and snowball sampling method. After three rounds of Delphi, 232 codes remained out of the initial total of 277 codes. These 232 indicators were then categorized into 33 dimensions based on the definitions, functions of business intelligence, and the perceived concepts of each indicator. Subsequently, the researcher designed a measurement model for the maturity level of business intelligence in electronic businesses specifically tailored for Internet service providers. Finally, the designed model was validated through confirmatory factor analysis using SmartPLS software.Discussion and ResultsThis research has developed a model that enables companies, especially Internet service providers, to assess their current business state and their progress towards their goals. The model facilitates the decision-making process for e-business managers. With 5 levels, 33 dimensions, and 232 indicators encompassing technical, managerial, and human aspects, the model effectively enhances business capabilities and establishes a foundation for improving and advancing the level of maturity within the business. It is important to note that the model's Level 1 (Primary maturity) includes one dimension titled "reporting" with five indicators. Level 2 (Repeatable maturity) comprises five dimensions: advertising (eight indicators), management and performance evaluation (seven indicators), control (three indicators), documentation (five indicators), and automation (two indicators). Level 3 (Defined maturity) consists of six dimensions: access level (four indicators), customer orientation (16 indicators), process management (eight indicators), standardization of processes (10 indicators), improvement of information quality (five indicators), and improvement of service level (28 indicators). Level 4 (Managed maturity) encompasses 13 dimensions: assessment and analysis skills (14 indicators), business development and organizational processes (nine indicators), organizational management (12 indicators), organizational training (nine indicators), human resource management (16 indicators), organizational value (five indicators), security (two indicators), support (five indicators), business strategies (three indicators), management and development of essentials (11 indicators), business performance management (five indicators), policy making (four indicators), and cost-benefit (two indicators). Lastly, Level 5 (Optimized maturity) includes eight dimensions: predictive analysis (six indicators), dashboard (two indicators), knowledge management (six indicators), innovation (four indicators), competitive advantage (six indicators), technology development (four indicators), expansion of investment (three indicators), and data mining (three indicators).ConclusionsThis research has designed a model to facilitate the decision-making process of e-business managers, particularly those in Internet service providers. The model enables companies to assess their current business state and their progress towards their goals. The model encompasses 5 levels, 33 dimensions, and 232 different indicators, taking into account technical, managerial, and human aspects. With this comprehensive approach, the model has the potential to enhance business capabilities and establish a solid groundwork for improving and advancing the maturity level of the business. Internet service provider companies not only gain an understanding of their business intelligence maturity level and have the opportunity to elevate it through long-term planning, but they also empower themselves to navigate future changes and meet evolving customer expectations. The business intelligence maturity model introduced in this study serves as a framework for continuous improvement in their business activities. It provides a foundation and context for controlling processes and facilitates the ongoing enhancement of their operations.

Keywords

• maturity
• internet service provider companies
• electronic business
• business intelligence