INFORMATION SYSTEM-BASED DECISION SUPPORT TOOLS: A SYSTEMATIC REVIEW OF STRATEGIC APPLICATIONS IN SERVICE-ORIENTED ENTERPRISES

Abstract

This quantitative systematic review examines the strategic applications of Information System-Based Decision Support Tools (IS-DSTs) in service-oriented enterprises, integrating empirical evidence from 102 studies across finance, healthcare, logistics, education, hospitality, and public administration. The research employed meta-analytical and regression-based techniques to evaluate the relationship between IS-DST adoption and key organizational performance indicators, including decision accuracy, operational efficiency, profitability, and customer satisfaction. Findings indicate that IS-DST implementation significantly enhances decision quality and organizational performance, with adjusted R² values ranging from .53 to .64 across models. Decision Intelligence emerged as a key mediating construct, translating technological capability into measurable performance outcomes through system usability, perceived usefulness, and user trust. Moderating factors such as IT maturity, governance quality, and leadership support were found to amplify these effects, underscoring the importance of infrastructural and institutional readiness. Cross-sectoral analyses revealed that industries characterized by high data intensity—particularly banking and healthcare—derive the strongest benefits, while regional comparisons showed that emerging economies experience greater relative performance gains from IS-DST adoption. Reliability, validity, and collinearity diagnostics confirmed the robustness of the measurement model, establishing the empirical integrity of the study. The results validate theoretical perspectives derived from the Resource-Based View, bounded rationality, and sociotechnical systems theory, demonstrating that decision support technologies function as both strategic assets and cognitive enablers. Overall, the study provides statistically grounded evidence that IS-DSTs are integral to achieving data-driven agility, managerial rationality, and sustainable competitive advantage within global service enterprises.