The Electronic Journal of Information Systems Evaluation provides critical perspectives on topics relevant to Information Systems Evaluation, with an emphasis on the organisational and management implications
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Journal Article

Impact of the Three IS Qualities On User Satisfaction in an Information‑Intensive Sector  pp85-101

Sylvie Michel, Fran├žois Cocula

© Nov 2017 Volume 20 Issue 2, Editor: Shaun Pather, pp59 - 147

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According to the literature, when Information Systems are assessed, the variables and their relationships should be contextualized. This paper therefore considers the relationships between the three main quality variables (system, service and information) and satisfaction in the context of banking, a highly information‑intensive sector. Information quality plays an even more important role in a highly information‑intensive sector. The conceptual framework of information intensity used to validate our model has been statistically tested by means of a structural equation modeling method. Our results support the hypothesized relationships: system and service quality have a significant influence on information quality which, in turn, exercises a significant influence on satisfaction.


Keywords: information quality, system quality, service quality, satisfaction, high information intensity, banking sector


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Journal Issue

Volume 20 Issue 2 / Nov 2017  pp59‑147

Editor: Shaun Pather

View Contents Download PDF (free)



Keywords: information quality, system quality, service quality, satisfaction, high information intensity, banking sector, E-Supply Chain Coordination, SME Performance, Technology-Organization-Environment Framework, Resource-based View of the Firms, health information systems, information systems integration, interoperability, E-commerce, Jordan, Awareness, Payment, Partial Awareness, Full Awareness, Awareness of Products, Services, Awareness of Brand, Awareness of Delivery, E-commerce processes, Awareness evaluation, attitude certainty, processing fluency, web evaluation, online data collection, tool design, instrument, Networking Sites, Online Social Networking, Facebook, MySpace, Firm, Organization


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