📄 Abstract
In today’s rapidly evolving and competitive business environment, organizations are increasingly prioritizing service delivery as a core driver of operational excellence, customer satisfaction, and sustainable competitive advantage. This emphasis is largely influenced by globalization, technological advancement, and the digital transformation of business processes, which have heightened customer expectations for timely, reliable, and customized services. Corporate Information Technology Strategy (CITS), Information Technology Governance (ITG), and Information Quality (IQ) have emerged as critical enablers for achieving superior service delivery outcomes. A well-aligned CITS ensures that IT investments support strategic objectives, optimize resource utilization, and enhance operational efficiency. Effective ITG provides accountability, decision-making frameworks, and risk management mechanisms that maximize the value of IT initiatives, while high IQ is characterized by accuracy, relevance, timeliness, completeness, and consistency, and this underpins informed decision-making and operational reliability. This paper critically reviews existing literature on the joint role of CITS, ITG, and IQ in service delivery improvements, highlighting both theoretical insights and practical implications. While numerous studies demonstrate the individual importance of IT strategy, governance, or information quality, few empirically examine their combined effect on service delivery performance, particularly in developing economies and public-sector contexts. Key gaps include the insufficient alignment of IT strategy with customer-focused service objectives, overemphasis on compliance rather than innovation in governance frameworks, and fragmented or siloed information quality practices that limit operational effectiveness. By synthesizing global and national evidence, this review identifies the critical need for integrated frameworks that leverage IT strategy, governance, and information quality collectively to optimize service responsiveness, efficiency, and customer satisfaction. The study proposes that future research should focus on empirically testing models that connect these dimensions, thereby informing both theory and managerial practice. The findings aim to guide organizations in designing holistic IT interventions that enhance service delivery, foster strategic value creation, and strengthen competitive advantage in an increasingly digitized and customer-centric business landscape.
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📚 How to Cite:
Dr. Getembe Nyakora Kepha (PhD) , THE STRATEGIC INTEGRATION OF CORPORATE INFORMATION TECHNOLOGY STRATEGY, IT GOVERNANCE, AND INFORMATION QUALITY FOR ENHANCED SERVICE DELIVERY: A CRITICAL LITERATURE REVIEW , Volume 12 , Issue 9, September 2026, EPRA International Journal of Multidisciplinary Research (IJMR) , Pages: 696 - 701 ,