The Mediating Role of Web User Satisfaction on Information Quality, Service Quality and the Effectiveness of Web-based Information System

Abstract

Web-Based Management Information System (WBMIS) is mainly concerned with supporting management functions including decision making, performance management and cost reduction in order to provide an effective management for organizations at different levels. For this reason the assessment of WBMIS is highly needed to justify the IT investment in terms of its impacts on performance, and especially on the employee performance. It is important to highlight that a very little research has been conducted to assess the influence of the two critical factors including information and service quality on the employee performance. For this purpose, this study focuses on the assessment of the mediation effects of satisfaction on the relationship between quality factors and performance. A sample of a total of 128 respondents was gathered in a reasonable scale study in order to test the validity and reliability of the adapted instrument as well as test the significance of the mediation effect of user satisfaction. The results of multiple regression showed that there are significant relationships between study factors (information quality, service quality, user satisfaction and task performance). Furthermore, hierarchical regression test indicated that user satisfaction has a high significant mediation role between information, service quality and effectiveness in terms of performance (Sig. < 0.01). Therefore, as the quality of information and e-services increased, the satisfaction with WBMIS increased which in turn leads to increase in the employee performance.