Information System Quality and Its Impact on Individual Users’ Benefit: Analysing the Role of Knowledge Enablers
Keywords:Information systems, IS quality, individual benefits, knowledge enablers, infor-mation quality, system and service quality.
AbstractWith increasing competitive pressures, companies are trying to improve the quality of their processes and the work quality of their. This fact has triggered the companies to improve their information systems. Having made some investments in IT systems, those companies look for ways to gain benefits from their investments. The benefit from IS investment arise when the use of information system (IS) provides some positive impact to the organisation in terms of business impacts and individual impacts. Thus, investigating IS impact for individual user„s performance is very important. This study explores the effect of IS quality on individual benefits. The influence of six moderating variables related to knowledge enablers on the impact of IS quality on individual benefits was studied. The six moderating variables are: collaboration, trust, learning, centralisation, expertise, and formalisation. Data was collected using questionnaires distributed at two big private companies in Indonesia. Data processing was done with the help of SPSS software. After factor analysis, IS quality was split into two variables: Information quality and System and service quality. The study found that both the variables influence the perceived individual benefits significantly. The influence of information quality on individual benefit is positively moderated by expertise, learning, centralisation and formalisation. Finally, the influence of system and service quality on individual benefit is positively moderated by expertise and formalization.
Croteau, A., and Bergeron, F., An Information Technology Trilogy: Business Strategy, Technological Deployment and Organisational Performance, The Journal of Strategic Information Systems, 2001, pp. 77-99.[CrossRef]
Palvia, S. C., Sharma, R. S., and Conrath, D. W., A Sociotechnical Framework for Quality Assessment of Computer Information Systems, Industrial Management & Data Systems, 101(5), 2001, pp. 237-251.[CrossRef]
DeLone, W., and McLean, E., Information System Success: The Quest for the Dependent Variable. Journal of Information System Research, 3(1), 1992, pp. 60-95.[CrossRef]
Seddon, P. B., A Respecification and Extension of the DeLone and McLean Model of IS Success, Information Systems Research, 8(3), 1997, pp. 240-253.[CrossRef]
Gable, G. G., Sedera, D., and Chan, T., Enterprise Systems Success: A Measurement Model, Proceedings of the 24th. ICIS, 2003, pp.576-591.
Brynjolfsson, E. and Hitt, L., Paradox Lost? Firm-level Evidence on the Returns to Information Systems Spending, Management Science, 42(4), 1996, pp. 541-558.[CrossRef]
Mukherjee, K., Productivity Growth in Large US Commercial Banks: The Initial Post Regulation Experience, Journal of Banking and Finance, 25(5), 2001, p. 913.[CrossRef]
Igbaria, M., and Tan, M., The Consequences of the Information Technology Acceptance on Sub-sequent Individual Performance, Information & Management, 32, 1997, pp. 113-121.[CrossRef]
Barki, H., and Huff, S. L., Change, Attitude to Change, and Decision Support System Success, Information & Management, 9(5), 1985, pp. 261-268.[CrossRef]
Chan, C., Siau, K., and Wei, K., The Effect of Data Model, System and Task Characteristics on User Query Performance: An Empirical Study. The DATA BASE for Advances in Information Systems, 29(1), 1998, pp.105-120.[CrossRef]
Stone, R. W., Good, D. J., and Baker-Eveleth, L., The Impact of Information Technology on Individual and Firm Marketing Performance, Behaviour & Information Technology, 26(6), 2007, pp. 465-482.[CrossRef]
Lee, H., and Choi, B., Knowledge Management Enablers, Process, and Organisational Performance: An Integrative View and Empirical Examination. Journal of Management Information Systems, 2003, pp. 179-228.
Shang, S., and Seddon, P., Assesing and Managing the Benefits of Enterprise System: The Business Manager‟s Perspective. Journal of Information System, 12, 2002, pp. 271-299.[CrossRef]
Porter, M., Competitive Advantage, Free Press, New York, 1985.
Roos, J., Roos, G., Edvinsson, L., and Dragonetti, N., Intellectual Capital: Navigating in the New Business Landscape, New York University Press, New York, 1997.
Davenport, T., Long, D., and Beers, M., Successful Knowledge Management Project, Sloan Management Review, 1998.
Long, D., Building the Knowledge Based Organisation: How Culture Drives Knowledge Behaviours. Ernst & Young LLP, Cambridge, 1997.
Holsapple, C., and Joshi, K., Organisational Knowledge Resources, Journal of Decision Support System, 2001.
Ichijo, K., Krogh, G., and Nonaka, I., Knowledge Enablers. Knowing Firms: Understanding, Managing and Measuring Knowledge, Sage Publications, London, 1998.
Menon, N., Lee, B., and Eldenberg, L., Information Technology Productivity in the Health Care Industry, Proceedings of the Seventeenth International, 1996, p. 477.
Bharadwaj, A., A Resource-based Perspective on Information Technology Capability, Journal of MIS Quarterly, 24(1), 2000, pp. 169-196.[CrossRef]
O‟Dell, C., and Grayson, J., Knowledge Transfer: Discover Your Value Proposition. Strategy and Leadership, 1999.
Hurley, R., and Hult, T., Innovation, Market Orientation and Organizational Learning: an Integration and Empirical Examination, Journal of Marketing, 62, 1998, pp. 42-54.[CrossRef]
Von Krogh, G., Care in the Knowledge Creation. California Management Review, 40(3), 1998, p. 133.[CrossRef]
Shaw, F.B., Trust in Balance. San Francisco: Jossey-Bass, 1997.
Kreitner, R., and Kinicki, A., Organizational Behavior, Irwin, Boston, MA, 1992.
Nelson, K., and Cooprider, J., The Contribution of Shared Knowledge to IS Group Performance, MIS Quarterly, 20(4), 1996, pp. 409-432.[CrossRef]
Nahapiet, J. and Ghoshal, S., Social Capital, Intellectual Capital, and the Organizational Advantage, Academy of Management Review, 23(2), 1998, pp. 242-266.
Quinn, J.B., Anderson, P., and Finkelstein, S., Managing Professional Intellect: Making the Most of the Best, Harvard Business Review, 1996, pp. 71-80.
Damanpour, F., Organizational Innovation: A Meta-analysis of Effects of Determinants and Moderators. Academy of Management Journal, 34(3), 1991, pp. 555–590.[CrossRef]
Kanevsky, V., and Housel, T., The Learning-Knowledge-Value Cycle. Knowing Firms: Understanding, Managing and Measuring Knowledge, Sage Publications, London, 1998.
Leonard-Barton, D., Wellsprings of Knowledge: Building and Sustaining the Sources of Innovation, Boston, MA, Harvard Business School Press, 1995.
Madhavan, P., and Anol, B., Understanding Post-Adoption Behavior in the Context of Online Services, Journal of Information Systems Research, 9(4), 1998.
Caruana, A., Morris, M. H., and Vella, A. J., The Effect of Centralization and Formalization on Entrepreneurship in Export Firms, Journal of Small Business Management, 36(1), 1998, pp. 16–29.
Graham, J., and Gibson, K., The End of Capitalism (As We Knew It): A Feminist Critique of Political Economy, Blackwell Publishers, Oxford, U.K., 1996.
Woodman, R. W., Sawyer, J. E., and Griffin, R. W., Toward A Theory of Organizational Creativity, Academy of Management Review, 18(2), 1993, pp. 293-321.
Stonehouse, G. H., and Pemberton, J. D., Learning and Knowledge Management in the Intelligent Organisation, Participation and Empowerment: An International Journal, 7(5), 1999, pp. 131-144.
Hopper, M. D., Rattling SABRE-new Ways to Compete on Information, Harvard Business Review, 68(4), 1990, pp. 118-125.
Bennett, R., and Gabriel, H., Organisational Factors and Knowledge Management within Large Marketing Departments: An Empirical Study, Journal of Knowledge Management, 3(3), 1999, pp. 212-225.[CrossRef]
Jarvenpaa, S. L., and Staples, D. S., The Use of Collaborative Electronic Media for Information Sharing: An Exploratory Study of Determinants, Strategic Information Systems, 9, 2000, pp. 129-154.
Redman, T. C., The Impact of Poor Data Quality on the Typical Enterprise, Communications Of The ACM, 41(2), 1998.[CrossRef]
Wixom, B. H., and Watson, H. J., An Empirical Investigation of the Factors Affecting Data Warehousing Success. MIS Quarterly, 25, 2001, pp. 17–41.[CrossRef]
Kettinger, J., and Lee, C., Perceived Service Quality and User Satisfaction with the Information Services Function, Decision Sciences, 25(5-6), 1994, pp.737-766.[CrossRef]
Gelderman, T., The Relation between User Satisfaction, Usage of Information Systems, and Performance, Information & Management, 34(1), 1998, pp.11-18.[CrossRef]
How to Cite
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).