Abstract
There have been many attempts to understand the role of trust in the success of Information Systems (IS), but they have mainly studied users’ trust in IS themselves in online contexts, with little attention being paid to other possible trust types and organizational IS contexts. Also, there is a dearth of research on the topic in relation to tourism context and developing countries in general. This study examines the mediating role of three types of trust (management-based, provider-based, and system-based trust) in the relationship between tourism IS qualities (system, information, and service quality) with employees’ satisfaction and the intention to and actual use of a system. Perceptions were tested with data from 200 employees in the public sector of the Egyptian tourism industry using structural equation modeling. The results revealed that trust directly affects intention to use/use and user satisfaction, and it completely mediates the effect of the IS qualities on the intention to use/use and user satisfaction. This study draws attention to the requirement of investigating different types of trust to better understand its impact on tourism IS adaptation in developing countries.
Highlights
Information systems (IS) adoption plays a critical role in the improvement of the operational effectiveness and efficiency of organizations
It can be seen that the mean values of the trust dimensions are between 4.91 to 6.27, indicating that employees have a moderate tendency to agree with the variables that measure trust dimensions
The results showed that senior management, system-based, and provider-based trust completely mediate the relationship between system qualities and user satisfaction and intention to use/use (H6, H7), as the total indirect effect between system quality and user satisfaction was 0.53
Summary
Information systems (IS) adoption plays a critical role in the improvement of the operational effectiveness and efficiency of organizations. This, in turn, would lead to enhancing decision-making processes within organizations Against this background, IS adoption helps organizations bolster their economic sustainability and develop a sustainable competitive advantage [2]. Researchers have agreed that the success of IS is a complex and multi-factorial subject [3,4,5], affected by contextual aspects [6,7,8]). This has led to the identification of many factors that constitute and influence the success of IS. Due to the increasing complication of technology and the uncertainty and risk perceptions tied to the development of IS [9,10], trust has emerged as one of the IS success influences since the late 1990s [11], and it is still attracting scholars’ attention from different disciplines
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