International Journal of Information Systems and Change Management
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International Journal of Information Systems and Change Management (2 papers in press)
IT CULTURE ELEMENTS THAT INFLUENCE INDIVIDUAL READINESS TO CHANGE IN HEALTHCARE ORGANIZATIONS by U. Yeliz Eseryel, Deniz Eseryel, Martijn Den Breejen Abstract: IT culture is a relatively novel concept that measures the values individuals attribute to IT. Extant literature fails to establish a relationship between IT-culture and individual IT readiness to change. We analyze the influence of IT culture on individual IT readiness to change and analyze the antecedents that influence IT-culture. Our work adds to the virtual onion model (Straub, Loch, Evaristo, Karahanna & Srite, 2002) by opening the black-box of professional culture, specifically IT-culture, which makes up one level of the virtual onion model. We conducted in-depth qualitative interviews with 18 employees from two health-care companies. We sampled the interviewees theoretically from among three different departments: Healthcare professionals, IT professionals and management. We found that IT-culture has a multi-faceted relation to individual IT readiness to change. Our model contributes to the theoretical models on acceptance and individuals readiness to change by specifically identifying the specific aspects of IT culture that contribute to readiness to change during IT implementation and adoption in healthcare organizations. Our findings emphasize the need for an IT-culture assessment prior to implementing changes. Keywords: IT culture; information technology culture; readiness to change; change management; information systems.
M-SERVICE QUALITY OF TELECOMMUNICATION COMPANIES IN QATAR by Abdulla Alemadi, Emad Abu-Shanab Abstract: Abstract: Service quality provided by mobile applications has become a vital element in increasing customers satisfaction. This study aims to identify the significant mobile service quality factors (Application Design, Ease of Use, Information Content, Reliability, Responsiveness, Empathy, Security, and Prices and Offers) that influence customer satisfaction and loyalty in Qatars telecommunications sector. The data were collected through an online questionnaire of 195 random customers who use Ooredoo or Vodafone mobile applications in Qatar. The proposed model was evaluated using partial least squares structural equation modelling (PLS-SEM). The results show that Ease of Use, Information Content, Responsiveness and Security were the only significant factors that affect M-Customer Satisfaction. Also, there is a strong relationship between M-customer Satisfaction and M-loyalty. Managers should adopt a strategy that focuses on the M-service quality factors to increase customers loyalty. Keywords: M-service Quality; M-customer satisfaction; M-loyalty; e-service Quality; e-loyalty; telecommunication.