End-User IS efficiency : an impact model of service quality on satisfaction

Authors

  • Serge BAILE Université de Toulouse, IAE
  • Rim LOUATI Institut Supérieur d'Administration des Affaires de Sfax

DOI:

https://doi.org/10.9876/sim.v15i4.374

Keywords:

Système d’information (SI), Efficience SI, Satisfaction de l’utilisateur, Qualité de service SI, Equations Structurelles (MES)

Abstract

The search for efficiency remains an important condition for IS success and IT governance related to individual. group and organizational performance. His assessment is not easy and suffers from a lack of consensus in its conceptualization and its measurement. This article contributes to the study of two complementary perspectives, cognitive and affective, in relation to the quality of IS services received by users and their satisfaction. It proposes a conceptual model, extract from the meta-model of Delone and McLean (2003), which postulates the influence of individual expectations (IS service) on beliefs (IS satisfaction). This model is confronted to an industrial organisation had a strong development of the IS infrastructure, and with all end-users with a workstation with many applications (office suite and professional task oriented support). The data collected for 495 individuals have been submitted to a Structural Equation Modelling (SEM) to, first, validate the structure built of two conceptual levels and, secondly, to validate the general hypothesis of dependence between endogenous variables of satisfaction and the exogenous variables of service quality. Results restore dimensions posited conceptually for each of the two scales of services quality and satisfaction. They check the general assumption of direct paths of causality between the variables of the two levels of analysis, and simultaneous validate the supposed direction of causality and the proposed determinism, not today verified, of some service quality factors.

Author Biographies

Serge BAILE, Université de Toulouse, IAE

Serge BAILE est Professeur à l’Université de Toulouse et Professeur associé à l’ESCT, en charge du Mastère Spécialisé-Management et Ingénierie des SI qu’il crée en 1981. Il est chercheur associé auprès du CRM-IAE Toulouse-ED Sciences de Gestion, et du CERGAM-IAE Aix en Provence, où il dirige plusieurs thèses. Ses recherches, publications et communications portent sur les SI décisionnels, inter organisationnels et intégrés, l’évaluation du succès des TI, ainsi que sur la planification stratégique des SI et la gouvernance TI. Ancien Vice-Président et Président de l’AIM, il est aussi membre fondateur de l’AIS, de l’AFIM, et IEMEDI, et membre d’INFORMS, de l’AIMS et de l’AGRH.

Rim LOUATI, Institut Supérieur d'Administration des Affaires de Sfax

Rim LOUATI est docteur en sciences de gestion. Elle a réalisé une thèse de doctorat en systèmes d’information, traitant de l’évaluation de la performance perçue de la fonction SI. Pour ses activités de recherche, elle s’intéresse à la gestion de la relation client, à la satisfaction de l’utilisateur final et aux impacts des TI sur les organisations. Elle occupe une fonction de Maître-Assistante à l’ l’ISAAS, Université de Sfax (Tunisie).

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Issue

Vol. 15 No. 4 (2010)

Section

Empirical research

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