Comparative Analysis of Digital Skills Impact on Executive Support Efficiency in SMEs and Multinationals

Thesis Abstract

In an increasingly digital business environment, the efficiency of executive support functions in Small and Medium Enterprises (SMEs) and multinational corporations (MNCs) is believed to be significantly influenced by the digital skills possessed by secretarial and administrative professionals. Despite the growing recognition of digital literacy as a critical component for enhanced organizational performance, there remains a paucity of comparative analysis examining how digital skills impact executive support efficiency across different organizational contexts. Addressing this gap, the study aims to analyze and compare the extent to which digital skills influence executive support efficiency within SMEs and multinational firms, thereby contributing to understanding the contextual factors that mediate digital skill effectiveness. The specific objectives include (1) examining the level of digital skills among secretarial and administrative staff in SMEs and MNCs; (2) assessing the relationship between digital skills and executive support efficiency within each organizational type; (3) comparing the influence of digital skills on support efficiency between SMEs and MNCs; and (4) identifying organizational factors that moderate these relationships. The study employs a cross-sectional comparative research design, grounded in the Technological Competency and Support Effectiveness theories, which posit that proficiency in digital competencies directly correlates with support performance and organizational productivity. The population comprises secretarial and administrative professionals employed in both SMEs and MNCs within the manufacturing and financial services sectors in a metropolitan city. A stratified random sampling technique is used to select 300 participants, equally divided between the two organizational types, ensuring representation across industry sectors. Data collection is conducted through a structured questionnaire validated via pilot testing, capturing measures of digital skills levels, support efficiency indicators, and organizational contextual factors. In addition, semi-structured interviews are conducted with 20 executive supervisors to triangulate quantitative data. Quantitative data are analyzed using descriptive statistics, Pearson’s correlation, and multiple regression analysis to explore relationships and predictive capacity, complemented by independent samples t-tests and ANOVA to compare differences between organizational groups. Thematic analysis is applied to qualitative data to identify key moderating factors influencing digital skill deployment. Expected findings suggest a significant positive correlation between digital skills and executive support efficiency in both organizational contexts, with multinationals demonstrating a higher overall level of digital proficiency. However, the strength of this relationship is anticipated to be stronger within MNCs due to more extensive digital infrastructure and training programs. Moreover, organizational factors such as technological support, ongoing training, and organizational culture are hypothesized to moderate these relationships, with more supportive environments amplifying the positive impact. The study intends to contribute to the scholarly understanding of the role digital competencies play in administrative performance across different organizational sizes and structures. It offers practical insights for human resource development, emphasizing tailored digital literacy initiatives to enhance support functions. Recommendations include the implementation of continuous digital skills training programs, fostering supportive organizational cultures that promote technological adaptability, and deploying targeted digital competency assessment tools for secretarial staff. In conclusion, the research underscores the importance of digital skills for executive support effectiveness, highlights organizational contexts as key moderating factors, and advocates for strategic interventions to foster digital literacy. Future research directions suggest longitudinal studies assessing the impact of digital skills development over time and exploring technological adoption barriers within diverse organizational settings.