Critical Success Factors Affecting Information System Satisfaction in Public Sector Organizations: A Perspective on the Mediating Role of Information Quality

Many studies have investigated technology adoption in western countries and ignored the Arab region. The available Arab studies focused on the technology adoption model (TAM) and its subsequent variations while leaving important factors such as information quality, user involvement, availability of training and top management support on the success of information systems (IS). Despite that these factors were studied scantly in some past studies, this research attempts to fill this gap and develop a more integrative model of IS success. Results indicated the existence of four critical success factors, three organizational factors (management support, training, user involvement), and an information system factor (information quality), that affect IS success (use and satisfaction). Results found that information quality for the first time mediates the effect of the three organizational factors on IS success, while TAM components (perceived usefulness and perceived ease of use) have no effect.

[1]  Muneera Bano,et al.  User satisfaction and system success: an empirical exploration of user involvement in software development , 2017, Empirical Software Engineering.

[2]  E. Burton Swanson,et al.  Maintaining IS quality , 1997, Inf. Softw. Technol..

[3]  D. Larcker,et al.  STRUCTURAL EQUATION MODELS WITH UNOBSERVABLE VARIABLES AND MEASUREMENT ERROR , 1981 .

[4]  Richard Heeks,et al.  Information Systems and Developing Countries: Failure, Success, and Local Improvisations , 2002, Inf. Soc..

[5]  Magid Igbaria,et al.  IT acceptance in a less-developed country: a motivational factor perspective , 2002, Int. J. Inf. Manag..

[6]  K. R. Conner A Historical Comparison of Resource-Based Theory and Five Schools of Thought Within Industrial Organization Economics: Do We Have a New Theory of the Firm? , 1991 .

[7]  Sammy W. Pearson,et al.  Development of a Tool for Measuring and Analyzing Computer User Satisfaction , 1983 .

[8]  Yogesh Kumar Dwivedi,et al.  RFID systems in libraries: An empirical examination of factors affecting system use and user satisfaction , 2013, Int. J. Inf. Manag..

[9]  Gordon B. Davis,et al.  Testing the Determinants of Microcomputer Usage via a Structural Equation Model , 1995, J. Manag. Inf. Syst..

[10]  Kamel Rouibah,et al.  Dimensions of Business-to-Consumer (B2C) Systems Success in Kuwait: Testing a Modified DeLone and McLean IS Success Model in an E-Commerce Context , 2015, J. Glob. Inf. Manag..

[11]  Rajeev Sharma,et al.  Estimating the effect of common method variance: the method-method pair technique with an illustration from TAM research , 2009 .

[12]  Sari Kujala,et al.  User involvement: A review of the benefits and challenges , 2003, Behav. Inf. Technol..

[13]  Yogesh Kumar Dwivedi,et al.  SMEs' adoption of e-commerce using social media in a Saudi Arabian context: a systematic literature review , 2015, Int. J. Bus. Inf. Syst..

[14]  Gurpreet Dhillon,et al.  A Framework and Guidelines for Context-Specific Theorizing in Information Systems Research , 2014, Inf. Syst. Res..

[15]  Omar E. M. Khalil,et al.  EIS Information: Use and Quality Determinants , 2005, Inf. Resour. Manag. J..

[16]  Fred D. Davis Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology , 1989, MIS Q..

[17]  Kamel Rouibah,et al.  Effect of management support, training, and user involvement on system usage and satisfaction in Kuwait , 2009, Ind. Manag. Data Syst..

[18]  Mutaz M. Al-Debei,et al.  Measuring web portals success: a respecification and validation of the DeLone and McLean information systems success model , 2013, Int. J. Bus. Inf. Syst..

[19]  Magid Igbaria,et al.  Personal Computing Acceptance Factors in Small Firms: A Structural Equation Model , 1997, MIS Q..

[20]  N. Carr IT doesn't matter , 2003, IEEE Engineering Management Review.

[21]  Dennis F. Galletta,et al.  Applying TAM across cultures: the need for caution , 2007, Eur. J. Inf. Syst..

[22]  Ephraim R. McLean,et al.  The DeLone and McLean Model of Information Systems Success: A Ten-Year Update , 2003, J. Manag. Inf. Syst..

[23]  Naresh K. Malhotra,et al.  Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research , 2006, Manag. Sci..

[24]  Firm Resources and Sustained Competitive Advantage , 1991 .

[25]  Thiagarajan Ravichandran,et al.  Total Quality Management in Information Systems Development: Key Constructs and Relationships , 1999, J. Manag. Inf. Syst..

[26]  C. R. Franz,et al.  ORGANIZATIONAL CONTEXT, USER INVOLVEMENT, AND THE USEFULNESS OF INFORMATION SYSTEMS* , 1986 .

[27]  Barbara Wixom,et al.  Antecedents of Information and System Quality: An Empirical Examination Within the Context of Data Warehousing , 2005, J. Manag. Inf. Syst..

[28]  Omar E. M. Khalil,et al.  The relationship between user satisfaction and systems usage: empirical evidence from Egypt , 1999 .

[29]  Russell L. Ackoff,et al.  Management misinformation systems , 1967 .

[30]  Paulus Insap Santosa,et al.  User involvement and user satisfaction with information-seeking activity , 2005, Eur. J. Inf. Syst..

[31]  Andrea Everard,et al.  Privacy Concerns Versus Desire for Interpersonal Awareness in Driving the Use of Self-Disclosure Technologies: The Case of Instant Messaging in Two Cultures , 2011, J. Manag. Inf. Syst..

[32]  John Ingham,et al.  Why do people use information technology? A critical review of the technology acceptance model , 2003, Inf. Manag..

[33]  William J. Doll,et al.  Developing a multidimensional measure of system-use in an organizational context , 1998, Inf. Manag..

[34]  Blake Ives,et al.  An empirical study of the impact of user involvement on system usage and information satisfaction , 1986, CACM.

[35]  Magid Igbaria,et al.  A Motivational Model of Microcomputer Usage , 1996, J. Manag. Inf. Syst..

[36]  Robert M. Davison,et al.  The social networking application success model : An Empirical Study of Facebook and Twitter , 2016 .

[37]  William J. Doll,et al.  The Measurement of End-User Computing Satisfaction , 1988, MIS Q..

[38]  Heikki Karjaluoto,et al.  Making the most of information technology & systems usage: A literature review, framework and future research agenda , 2015, Comput. Hum. Behav..

[39]  KarjaluotoHeikki,et al.  Making the most of information technology & systems usage , 2015 .

[40]  Jijie Wang,et al.  Information technology (IT) in Saudi Arabia: Culture and the acceptance and use of IT , 2007, Inf. Manag..

[41]  S. Goldfinch,et al.  Pessimism, Computer Failure, and Information Systems Development in the Public Sector , 2007 .

[42]  Martin Wetzels,et al.  A meta-analysis of the technology acceptance model: Investigating subjective norm and moderation effects , 2007, Inf. Manag..

[43]  Narasimhaiah Gorla,et al.  Organizational impact of system quality, information quality, and service quality , 2010, J. Strateg. Inf. Syst..

[44]  William J. Doll,et al.  The measurement of end-user computing satisfaction: theoretical and methodological issues , 1991 .

[45]  Kamel Rouibah,et al.  Social usage of instant messaging by individuals outside the workplace in Kuwait: A structural equation model , 2008, Inf. Technol. People.

[46]  Carol Reeves,et al.  DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS , 1994 .

[47]  C. Fornell,et al.  Evaluating Structural Equation Models with Unobservable Variables and Measurement Error , 1981 .

[48]  Barbara Wixom,et al.  An Empirical Investigation of the Factors Affecting Data Warehousing Success , 2001, MIS Q..

[49]  Detmar W. Straub,et al.  Information Technology Adoption Across Time: A Cross-Sectional Comparison of Pre-Adoption and Post-Adoption Beliefs , 1999, MIS Q..

[50]  Jane E. Klobas,et al.  User Developed Applications and Information Systems Success: A Test of DeLone and McLean's Model , 2003, Inf. Resour. Manag. J..

[51]  Said S. Al-Gahtani,et al.  Computer Technology Acceptance Success Factors in Saudi Arabia: An Exploratory Study , 2004 .

[52]  Diane M. Strong,et al.  Beyond Accuracy: What Data Quality Means to Data Consumers , 1996, J. Manag. Inf. Syst..

[53]  Charalambos Spathis,et al.  Measuring the success of the Greek Taxation Information System , 2010, Int. J. Inf. Manag..

[54]  Nabeel A. Y. Al-Qirim An empirical investigation of a usage model of e-commerce technologies in small businesses in New Zealand: theory extension and implications , 2007, Int. J. Electron. Bus..

[55]  Ephraim R. McLean,et al.  Information Systems Success: The Quest for the Dependent Variable , 1992, Inf. Syst. Res..

[56]  Helail Almutairi,et al.  An Empirical Application of the Delone and Mclean Model in the Kuwaiti Private Sector , 2005, J. Comput. Inf. Syst..

[57]  Ahad Zare Ravasan,et al.  Identification and classification of ERP critical failure factors in Iranian industries , 2012, Inf. Syst..

[58]  Pearl Brereton,et al.  Does the technology acceptance model predict actual use? A systematic literature review , 2010, Inf. Softw. Technol..