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

Abstract

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.