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



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.


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

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DOI: http://dx.doi.org/10.9876/sim.v15i4.374

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