The effectiveness of information technology infrastructure in the logistics services industry: an exploratory case study of Ipoh cargo terminal / Megat Nu'man Megat Harun and Muhammad Nasir Mokhtar

The objectives of this study are to explore on how information technology (IT) has improved the organization's performance, customer loyalty and service efficiency, especially to Ipoh Cargo Terminal (ICT). The complexities of seaport activities and other support services means that ICT, as an inland port, needs a comprehensive and integrated management information system in order to be efficient and effective to be competitive in the logistic industry. The researchers have defined the fundamental aspects or dimensions, which would have resulted from an effective IT implementation at ICT. In order to get an overview of the profile of respondents, segmentation was done to segregate the management and staff. The staffs were further segmented according to the length of service (less than 5 years, 6-10 years and above 10 years). To probe into the pattern on responses, the staffs were also segregated between those who feel they have acquired sufficient training on IT or otherwise. The study was conducted by using questionnaires distributed to ICT management and staff. Additionally, the management was also interviewed to understand their individual perception of the IT infrastructure. All the data obtained in this study were gathered and analyzed using SPSS statistical software. After the study, recommendations are also put forth to consolidate the IT infrastructure within the company, such as implementing the CRM, e-business / e commerce and the like, to improve the overall effectiveness and efficiency of the company.