Exploring the Critical Success Factors (CSFs) for the adoption/utilisation of Decision Support Systems (DSS) in the telecommunications sector in Saudi Arabia (KSA).

Abstract

This research explores the Critical Success Factors (CSFs) for the Adoption and Utilisation of Decision Support Systems (DSS) within the telecommunication sector in the Kingdom of Saudi Arabia (KSA). Given the current governmental focus on diversifying income sources and reducing oil dependency, the telecom sector, among other IT-related fields, is receiving substantial investments. Leveraging the advantages of DSS to enhance decision-making processes presents a timely opportunity for telecom organisations to maximise these investments. This study utilises quantitative methodology through surveys to collect data from industry professionals. Several key findings were highlighted in this research, including infrastructure readiness, organisational support, organisational culture, and data management. The study underscores sub-key factors such as building capacity, providing proper training programs, engaging stakeholders, and visionary leadership. Additionally, it explores the outcomes of integrating DSS with other existing systems such as Customer Relationship Management (CRM), and how this integration influences service quality and enhances customers satisfaction. The research specifically contributes to organisations within the telecommunications sector in Saudi Arabia and their policy makers by demonstrating how utilising DSS can enhance decision-making. Conducted systematically, providing a comprehensive roadmap for future studies to build upon.