El efecto de la información del sistema de información sobre la satisfacción de los usuarios mediante el papel mediador del valor percibido de la información

Reza Farhadpoor, Mohammad and Farhadi Bajoli, Khadijeh El efecto de la información del sistema de información sobre la satisfacción de los usuarios mediante el papel mediador del valor percibido de la información. Revista Interamericana de Bibliotecología, 2023, vol. 46, n. 2, pp. 1-13. [Journal article (Paginated)]

[thumbnail of v46n2e346354.pdf]
Preview
Text
v46n2e346354.pdf

Download (473kB) | Preview

English abstract

This study investigates the effect of the information quality on the satisfaction of us-ers of the information system considering the mediating role of the perceived value of information. In this applied study, conducted using a causal-correlation approach, the study population was all users of information system in Ahvaz public libraries. A sample size of 384 subjects was selected by simple random sampling. Data were collected by a researcher-made questionnaire based on previous studies. The tools were validated by face validity and their reliability was confirmed using the Cron-bach's alpha (in the value of α = 0.812, 0.866 and 0.880, respectively) and the results were analyzed by SEM using SPSS 21 and AMOS 5 software. Based on the results of the hypothesis test, the information quality of the information system has a positive and significant effect on user satisfaction (P = 0.000; β = 304), and perceived value of information (P = 0.000; β = 0.000). Also, the perceived value of information has a sig-nificant effect on user satisfaction (P = 0.000; β = 644). Meanwhile, the information quality of information system has a significant effect on user satisfaction with the mediating role of perceived information value (P = 0.000, β = 0.834). We conclude that the improvement of the information system quality in terms of information quality can improve the users’ perception of the value of information and their satisfaction.

Spanish abstract

Este estudio investiga el efecto de la calidad de la información sobre la satisfacción de los usuarios del sistema de información considerando el papel mediador del valor percibido de la información. En este estudio aplicado, realizado utilizando un enfoque de correlación causal, la población de estudio fueron todos los usuarios del sistema de información en las bibliotecas públicas de Ahvaz. Se seleccionó un tamaño de muestra de 384 sujetos mediante muestreo aleatorio simple. Los datos fueron recogidos por un cuestionario hecho por el investigador basado en estudios previos. Las herramientas fueron validadas por validez aparente y su confiabilidad fue confirmada mediante el alfa de Cronbach (en el valor de α = 0.812, 0.866 y 0.880, respectivamente) y los resultados fueron analizados por SEM utilizando los softwares SPSS 21 y AMOS 5. Con base en los resultados de la prueba de hipótesis, la calidad de la información del sistema de información tiene un efecto positivo y significativo en la satisfacción del usuario (P = 0,000; β = 304) y el valor percibido de la información (P = 0,000; β = 0,000). Además, el valor percibido de la información tiene un efecto significativo en la satisfacción del usuario (P = 0,000; β = 644). Mientras tanto, la calidad de la información del sistema de información tiene un efecto significativo en la satisfacción del usuario con el papel mediador del valor de la información percibida (P = 0,000, β = 0,834). Concluimos que la mejora de la calidad del sistema de información en términos de calidad de la información puede mejorar la percepción de los usuarios sobre el valor de la información y su satisfacción.

Item type: Journal article (Paginated)
Keywords: calidad de la información, calidad del siste-ma de información, valor percibido de la información, satis-facción del usuario, bibliotecas públicas
Subjects: B. Information use and sociology of information > BB. Bibliometric methods
B. Information use and sociology of information > BC. Information in society.
B. Information use and sociology of information > BF. Information policy
D. Libraries as physical collections. > DC. Public libraries.
Depositing user: Juan Camilo Vallejo Echavarria
Date deposited: 31 May 2023 19:43
Last modified: 31 May 2023 19:43
URI: http://hdl.handle.net/10760/44394

References

Alavi, M., & Leidner, D. E. (2001). Review: knowledge management and knowledge management systems: Conceptual foundations and research issues, Management Information Systems Quarterly, 25(1), 107-136.

Almasi, S., Razavi, S. M., & Amirnezhad, S. (2013). Customer satisfaction survey and customer oriented public and private sports facilities in Mazandaran. Journal management of sports and motor behavior, (21), 129-138.

Cravens, D. & Piercy, N. (2003). Strategic Marketing. 7th ed. New York: McGraw-Hill, Irwin.

Ebrahimi, A. & Mansouri, S. H. (2013). Investigating the effect of service quality, perceived value and pleasure affection on customer behavioral tendencies. Management Quarterly, 10 (32), 1-14.[In Persian].

Eggert, A. & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets. The Journal of Business and Industrial Marketing, 17(2/3), 107–118.

Emadkhorasani, N. (2013). ¬Public services of library and its practices. Tehran: Librarian publication. [In Persian].

Eppler, M. J. (2006). Managing information quality: Increasing the value of information in knowledge-intensive products and processes (2nd Edition ed.). Berlin: Springer.

Fakhri, E., Samani, R. & Poorashraf, Y. (2016). The effect of perceived quality of services on satisfaction of patients referring to Ilam medical doctors’ offices., Journal of Nursing Ethics, 10 (35), 33-50. [In Persian].

Fatemian, M., & Farhadpoor, MR. (2018). The effect of service quality on loyalty and ¬satisfaction¬¬ of users with the mediating role ¬¬of pperceived value of service: Case study of public libraries in Khuzestan province. Research on Information Science and Public Libraries, 24 (4), 523-544. [In Persian].

Goccio, C., Mignosa, A. & Rizzo, I. (2018). Are public state libraries efficient? An empirical assessment using network data envelopment analysis. Socio-Economic Planning Sciences. [In Press]. https://doi.org/10.1016/j.seps.2018.01.001.

Guo, J. X. (2019). Measuring information system project success through a software-assisted qualitative content analysis. Information Technology and Libraries, 38(1), 53-70.

Hapsari, R., Clemes ,M. & Dean, D. (2016). The mediating role of perceived value on the relationship between service quality and customer satisfaction: Evidence from Indonesian airline passengers. Procedia Economics and Finance, 35, 388 – 395.

Hasanzadeh, M., & Najafgholinegad, A. (2008). Assessment and evaluation of libraries and information centers: Theories, methods and instruments. Tehran: Ketabdar. (in Persian).

Ismaili, M., Ehsani, M. & Kozhechian, H. (2014). Designing a model of service quality impact on loyalty, satisfaction, perceived value and future behavior of customers in recreational water sports complexes. A Study of Service Quality Dimensions in Sport Tourism, 26, 37-58. [In Persian].

Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China's airline market., Journal of air transport management, 57, 80-88.

Joanna Sin, S-Ch. & Vakkari, P. (2015). Perceived outcomes of public libraries in the U.S. Library & Information Science Research, 37, 209-219. Retrieved from: http://dx.doi.org/10.1016/j.lisr.2015.04.009.

Joanna Sin, S-Ch. (2012). Modeling the impact of individuals' characteristics and library service levels on high school students' public library usage: A national analysis. Library & Information Science Research, 34, 228-237. doi:10.1016/j.lisr.2012.01.002.

Ju, Y., Back, K. J., Choi, Y., & Lee, J. S. (2019). Exploring Airbnb service quality attributes and their asymmetric effects on customer satisfaction. International Journal of Hospitality Management, 77, 342-352.

Kahn, B., Strong, D., & Wang, R. (2002). Information quality benchmarks: Product and service performance. Communications of the ACM, 184-192.

Keith A. R. C. (2008). Actuarial I.Q. (Information Quality) CAS data management educational materials working party, 60 pages. Retrieved from: https://www.casact.org/pubs/forum/08wforum/actuarialIQ.pdf.

Keng, C. J., Huang, T. L., Zheng, L. J., & Hsu, M. K. (2007). Modeling service encounters and customer experiential value in retailing: An empirical investigation of shopping mall customers in Taiwan. International Journal of Service Industry Management, 18(4), 349-367.

Khorshidi, Gh. H. karegar, Mo. J. (2010). Identifying and classifying the

mostimportant factors affecting thecustomers loyalty by the use of multiple – criteriadecision methods (case study: Maskan bank). Mmanagement Perspective, 33, 177-191.

Kisubika, P. (2011). Assessing and enhancing the information quality maturity

level in an organization: The case of Shell Global Functions IT. (Master's thesis, University of Twente), 50 pages. Retrieved from: https://essay.utwente.nl/61746/1/MSc_P_Kisubika.pdf.

Ladhari, R. & Morales, M. (2008). Perceived service quality, perceived value and recommendation: A study among Canadian public library users. Library Management, 29(4/5), 352-366. Retrieved from: https://doi.org/10.1108/01435120810869129.

Laumer, S., Maier, C., & Weitzel, T. (2017). Information quality, user satisfaction, and the manifestation of workarounds: A qualitative and quantitative study of enterprise content management system users. European Journal of Information Systems, 26(4), 333-360.

Lin, Y., Cole, C., & Dalkir, K. (2014). The relationship between perceived value and information source use during KM strategic decision-making: A study of 17 Chinese business managers. Information Processing & Management, 50(1), 156-174.

Mabood Mozhdehi, Z., Nasiripour, A. A. & Raissi, P. (2016). The relationship between the quality of software systems and the provision of services with user satisfaction in selected hospitals of Tehran University of Medical Sciences.

Quarterly Journal of the Hospital, 15 (2), 103-109. [In Persian].

Mazraeh, R. (2017). Investigating the organizational influence of public library institutions system from the Librarians’ point of View. Master's thesis. Guided By Mohammad Reza Farhadpoor. Department of Information Management, Faculty of Humanities, Islamic Azad University, Ahvaz Branch. [In Persian].

Norfazlina, G., Sharidatul Akma, A. S., Nurul Adrina, S. & Noorizan, M. M. (2016). Customer information system satisfaction and task productivity: The moderating effect of training. Procedia Economics and Finance, 37, 7-12.

Nirwanto, N., & Andarwati, M. (2019). End-user satisfaction as an impact of the system quality, information quality, and top management support, upon the Perceived usefulness of technology utilization. Journal of Marketing Development & Competitiveness, 13(1).

Oliver, R. L. (1999). Whence consumer loyalty? Journal of marketing, 63(4_suppl1), 33-44.

Paol, R., & Boykhorst, P. (2011). A qualitative assessment: An evaluation of the libraries Functions (Translator: Abdolah Najafi). Iran’s National Documents and Book Center.

Pevec, T., & Pisnik, A. (2018). Empirical evaluation of a conceptual model for the perceived value of health services. Slovenian Journal of Public Health, 57(4), 175-182.

Popovič, A., Coelho, P. S., & Jaklič, J. (2009). The impact of business intelligence system maturity on information quality. Information Research: An International Electronic Journal, 14(4), Paper 417. Retrieved from: http://InformationR.net/ir/14-4/paper417.html].

Rafsandjani, R. F. (2018). Analysing the effect of trust and perceived value on purchase intention (case study of Shopee). Management and Economics Journal, (MEC-J), 65-78.

Redman, T.C. (2001). Data quality: the field guide. Boston, MA: Digital Press.

Rezaei, S. (2016). Investigating the mediating role of system quality on the relationship between users’ characteristics and the use of the office automation system of Lorestan University of Medical Sciences and users’ satisfaction¬ with it. Master's thesis in Information management, Ahvaz Branch, Islamic Azad University. [In Persian].

Ryu, K., & Han, H. (2010). Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Journal of Hospitality & Tourism Research, 34(3), 310-329.

Saeedi, R., Hosseini, S. E. & Farzam, F. (2015). The relationship between service quality and satisfaction and loyalty of customers¬ of clubs for women of Mazandaran province. Journal of Sport Management and motor behavior Research, 11 (22),29-38. [In Persian].

Spreng, R. A., Shi, L. H. & Page, T. J. (2009). Service quality and satisfaction in business-to-business services. Journal of Business & Industrial Marketing, 24(19- 3), 350-372.

Theodorakis, N. D., Alexandris, K., Tsigilis, N., & Karvounis, S. (2013). Predicting spectators’ behavioral intentions in professional football: The role of satisfaction and service quality. Sport management review, 16(1), 85-96.

Tuomi, I. (1999)., Data is more than knowledge: Implications of the reversed hierarchy for knowledge management and organizational memory. In Proceedings of the Thirty-Second Hawaii International Conference on Systems Sciences, IEEE Computer Society Pre).

Vaezi, R. (2013). User satisfaction with information systems: A comprehensive model of attribute satisfaction. (Doctoral dissertation). University of Houston, C.T. Bauer college of business. 271 pages.

Ugwoke, B. U. & Omekwu, I. (2014). Public libraries and Nigerian cultural development. International Journal of Information Management, 34, 17-19. Retrieved from: http://dx.doi.org/10.1016/j.ijinfomgt.2013.08.009.

Wang, R. Y. (1998). A product perspective on total data quality management. Communications of the ACM, 41(2), 58-66.

Yu, S., & Lee, J. (2019). The effects of consumers’ perceived values on intention to purchase upcycled products. Sustainability, 11(4), 1034.

Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.


Downloads

Downloads per month over past year

Actions (login required)

View Item View Item