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

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

Kamel Rouibah, Adel Dihani, Nabeel Al-Qirim
Copyright: © 2020 |Pages: 22
DOI: 10.4018/JGIM.2020070105
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Abstract

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.
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Introduction

The role of information systems (IS) in gaining competitive advantage in business has received extensive coverage and debate in the literature (Carr, 2003). IS research in developing countries emerged to grasp the benefits of using IS technologies to improve business processes and enhance productivity. However, it has been argued that it is not the IS solution itself but its utilization in business what provides competitive advantage (Al-Qirim, 2007a). Insights from practice has shown that a significant percentage of IS failure can be attributed to low level of end-user acceptance and use particularly in developing countries (Heeks 2002; Amid et al., 2012). This triggers the importance of having continuous research about critical success factors (CSF) that affect IS success. In this study, we refer to IS success as factors that affect current use and IS satisfaction which are commonly accepted and used (DeLone and McLean, 1992; Rouibah et al., 2009; Gorla et al., 2010; Rouibah et al., 2015). Over the last three decades numerous CSF were considered either in IS success model or in the technology acceptance models. Among the studied CSF the following: information quality (Wixom and Watson 2001; DeLone and McLean, 1992; DeLone and McLean, 2003; Almutairi and Subramanian 2005; Gorla et al., 2010; Rouibah, et al., 2015; Ou et al., 2016), system quality (Wixom and Watson 2001; DeLone and McLean, 1992; DeLone and McLean, 2003; Almutairi and Subramanian 2005; Gorla et al., 2010; Rouibah, et al., 2015; Ou et al., 2016), service quality (DeLone and McLean, 2003; Gorla et al., 2010; Rouibah et al., 2015; Ou et al., 2016), perceived usefulness (PU) and perceived ease of use (PEOU) (Davis 1989; Igbaria et al., 1995, 1996, 1997; Rouibah et al., 2009), the availability of training (Igbaria et al., 1995, 1997; Rouibah, et al., 2009), top management support (Igbaria et al., 1995, 1996, 1997 ; Wixom and Watson 2001; Anandarajan et al., 2002; Al-Gahtani 2004 ; Rouibah, et al., 2009; Bano et al., 2016; Al-Qirim, 2007a,b), end-user involvement (Frantz and Robey 1986; Kujala 2003; Santosa et al., 2005; Rouibah, et al., 2009; Bano et al., 2016), intrinsic and situational motivation (Santosa et al., 2005), social influences (Karahanna et al., 1999; Al-Gahtani et al., 2007; Rouibah, 2008), and facilitating conditions (Al-Gahtani et al., 2007).

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