Reliability of information systems in organization in the context of banking sector: Empirical study from Poland

Katarzyna Tworek,Shaofeng Liu

doi:10.1080/23311975.2018.1522752

Abstract

The notion of information systems (IS) reliability in organization is discussed in this article. It contains critical review of the literature, definition of IS reliability and brief overview of the theoretical model of IS reliability in organization developed by the author (including system reliability, information reliability, service reliability and usage reliability). The potential use of the model of IS reliability is demonstrated as a part of empirical research devoted to the analysis and evaluation of IS by the information technology (IT) specialists from inside and outside of the banking sector. The analysis is based on survey conducted among more than 200 IT specialists from and outside of the banking sector in Wroclaw, Lower Silesia, Poland. Banking sector is given as an example due to its uniqueness—extreme sensitivity to IS reliability and accuracy. The analysis of IS reliability in organization is supplemented by the comparison of the way of understanding the notion by the two groups of specialists in order to verify whether the IS reliability is understood in the same way by industry sectors differing in terms of their sensitivity to IS support.

Highlights

Nowadays, when almost every organization operates using some kind of information systems (IS), its reliability seems to be one of the key factors influencing organization’s competitive advantage from using it
The results analysis contains a comparison of the understanding of IS reliability notion by the two groups of information technology (IT) specialists, which performed based on empirically verified model (Tworek, 2018) may be the basis for valid conclusions
The notion of IS reliability was analysed during the performed empirical research, and it can be concluded that the model of IS reliability developed by Tworek (2018) can be treated as a proposition for a new, complex way of analysing and evaluating IS in organization

Summary

Introduction

Nowadays, when almost every organization operates using some kind of information systems (IS), its reliability seems to be one of the key factors influencing organization’s competitive advantage from using it. The concept of reliability, which is a main topic of this article, is largely related to the IS management and everyday use of IS in the organization This is mainly because in modern organization, when a critical system is unavailable in any way, it causes significant and immediate business impact (Tsubira & Mulira, 2004). It affects the ability to be competitive on the market and potentially may affect the customers’ satisfaction (Bieńkowska, Kral, & Zabłocka-Kluczka, 2017; Chan, 2000; Tusubira & Mulira, 2004; Wade & Hulland, 2004). It makes reliability a critical issue for modern managers and modern businesses. Electronic banking systems study will be used as an example of IS in organizations especially sensitive to IS reliability issues, to better explain its importance and propose the verified model of factors explaining this notion

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Conclusion