Improving Perceived Service Quality through Readiness for Technology Adoption and Structural Empowerment: Evidence from Software Houses of Pakistan

The aim of this research is to explore the relationship among readiness for technology adoption (RTA), structural empowerment (SE), perceived service quality (PSQ), and top management commitment (TMC) in service-oriented organizations. To collect quantitative data across many sectors a survey was constructed resulting in data collected from employees. According to the results, RTA has a significant effect on SE, suggesting that technologically sophisticated organizations are more effective at empowering their staff. In turn, SE positively affects PSQ, suggesting that empowered employees play a crucial role in delivering high-quality services. The results of mediation analysis indicate that SE mediates the relationship between RTA and PSQ, showing that the benefits of technological readiness are materialized by empowered employees in the service work. Furthermore, the results did not show that TMC was a significant moderator in the SE-PSQ relationship, suggesting that the influences of TMC may depend on some organizational factors like culture and management affect. The study highlights how important it is to invest in technological readiness and employee empowerment for improved service quality and greater customer satisfaction. These implications are valuable for managers and policy makers, with an interest in measuring their organizational performance by adopting technology and encouraging empowerment of the employees to achieve sustainable competitive advantage in changing market condition.