Title: The impact of the quality of the service from IS/IT departments on the improvement of operational performance: the point of view of users of technological innovations

Authors: Ricardo Santa; Mario Ferrer; Liliyana Makarova Jørsfeldt; Annibal Scavarda

Addresses: Department of Management, Universidad Icesi, Calle 18 # 122-135, Cali, Colombia ' College of Business Alfaisal University, Al Maather, Al Takhassusi Rd, Riyadh 11533, Saudi Arabia ' Department of Mechanical and Manufacturing Engineering, Center for Logistics (CELOG), Aalborg University, Fibigerstræde 16, Aalborg, 9220, Denmark ' Departamento de Engenharia de Produção, Universidade Federal do Estado do Rio de Janeiro, Avenida Pasteur, 458 Urca, 22290240 Rio de Janeiro, Brasil

Abstract: The purpose of this article is to examine how the provision of services from information systems/information technology (IS/IT) departments helps organisations to achieve reliable operations and improvements in operational performance in the view of the users. Structural equation modelling (SEM) was used to examine structural relationships between the set of observed variables and the set of continuous latent variables from responses of a sample of 138 individuals from large service organisations in Australia that had recently implemented enterprise information systems (EIS). The results suggest that there is no direct influence of the quality of the service from IS/IT departments on the improvement of operational performance, but there is an indirect relationship through the achievement of operational effectiveness. The findings also suggest that focusing solely on the effectiveness of the technological innovation is detrimental to long-term operational benefits.

Keywords: service quality; system effectiveness; operational effectiveness; improvement of operational performance; enterprise systems.

DOI: 10.1504/IJBIS.2018.091860

International Journal of Business Information Systems, 2018 Vol.28 No.2, pp.125 - 146

Received: 16 Mar 2016
Accepted: 04 Sep 2016

Published online: 20 May 2018 *

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