Patricia Valdiviezo Valenzuela

Information technologies (IT) have become a fundamental pillar for contemporary organizations, driving not only operational efficiency and automation, but also improving decision-making processes. The objective of this study was to measure the influence of the three dimensions of IT (devices, functionalities, and potentialities) on the two dimensions of productivity (service performance and performance of business processes) in service sector companies in Ecuador. Primary data were collected from 375 Ecuadorian companies at a single moment in the service sector, a sector chosen for being the one that contributes the most to the country’s economy, using a non-experimental research design. Data analysis was performed using SPSS statistical software, with binary logistic regressions and the Nagelkerke pseudo-R² test to evaluate the explanatory power of the variables. The results indicate that IT, evaluated through its three dimensions (devices, functionalities, and potentialities), positively influences service performance by 44.80%. Similarly, these three dimensions positively influence 39.15% of the performance of business processes, empirically demonstrating that implementing IT allows achieving higher productivity levels in service companies in developing countries.