Information Support Model and Its Impact on Utility, Satisfaction and Loyalty of Users

Open access

Abstract

In today’s modern age, information systems are of vital importance for successful performance of any organization. The most important role of any information system is its information support. This paper develops an information support model and presents the results of the survey examining the effects of such model. The survey was performed among the employees of Brcko Distric Government and comprised three phases.

The first phase assesses the influence of the quality of information support and information on information support when making decisions. The second phase examines the impact of information support when making decisions on the perceived availability and user satisfaction with information support. The third phase examines the effects of perceived usefulness as well as information support satisfaction on user loyalty. The model is presented using six hypotheses, which were tested by means of a multivariate regression analysis.

The demonstrated model shows that the quality of information support and information is of vital importance in the decision-making process. The perceived usefulness and customer satisfaction are of vital importance for continuous usage of information support. The model is universal, and if slightly modified, it can be used in any sphere of life where satisfaction is measured for clients and users of some service.

If the inline PDF is not rendering correctly, you can download the PDF file here.

  • Al-Mamary Y.H. Shamsuddin A. & Aziati N. (2013). The Impact of Management Information Systems Adoption in Managerial Decision Making: A Review. The International Scientific Journal of Management Information Systems 8(4) 10-17.

  • Babić-Hodović V. & Činjarević M. (2009). Uticaj percepcije kvaliteta usluga edukacije na lojalnost klijenata. VI Naučno-stručni skup sa međunarodnim učešćem KVALITET 2009 (pp. 737-744). Retrieved April 6 2016 from http://www.quality.unze.ba/zbornici/QUALITY%202009/123-Q09-024.pdf. In Bosnian.

  • Božić B. Milićević D. Pejić M. & Marošan S. (2013). The use of multiple linear regression in property valuation. Geonauka 1(1) 41-45.

  • Carlbring P. Brunt S. Bohman S. Austin D. Richards J. Öst L.G. & Andersson G. (2007). Internet vs. paper and pencil administration of questionnaires commonly used in panic/agoraphobia research. Computers in Human Behavior 23(3) 1421-1434. doi:10.1016/j.chb.2005.05.002

  • Davis F.D. (1989). Perceived usefulness perceived ease of use and user acceptance of information technology. MIS Quarterly 13(3) 319-340. doi:10.2307/249008

  • DeLone W.H. & McLean E.R. (2003). The DeLone and McLean Model of Information Systems Success: A Ten-Year Update. Journal of Management Information Systems 19(4) 9-30.

  • DeLone W.H. & McLean E.R. (1992). Information Systems Success: The Quest for the Dependent Variable. Information Systems Research 3(1) 60-95.

  • Doll W.J. Xia W. & Torkzadeh G. (1994). A confirmatory factor analysis of the end-user computing satisfaction instrument. MIS Quarterly 18(4) 453-461. doi:10.2307/249524

  • Fazlović S. (2013). Primijenjena statistika. Tuzla: Offset. In Bosnian.

  • Hadi S.P. Purwanto E. & Khrisna D. (2012). Antecedents of trust and its impact on loyalty: An empirical study on e-commerce’s customer in Surabaya. International Journal of Information and Communication Technology Research 2(2) 112-128.

  • Halawi A. Mccarthy P.L. & Aronson E.J. (2008). An Empirical Investigation of Knowledge Management System’s Success. Journal of Computer Information Systems 48(2) 121-135. doi:10.1080/08874417.2008.11646014

  • Halilović S. (2015). Utjecaj kvalitete usluge na zadovoljstvo i namjeru nastavka korištenja informacijskih sustava. Tržište 27(1) 57-74. In Croatian.

  • Imamović A. & Redžić S. (2012). Razvoj ekološkog informacionog sistema u funkciji održivog upravljanja vodenim ekosistemima. Međunarodni naučni skup Struktura i dinamika ekosistema Dinarida - stanje mogućnosti i perspektive : posvećen životu i naučnom djelu profesora emeritusa dr. Muse Dizdarevića: zbornik radova (pp. 185-199). Sarajevo: Akademija nauka i umjetnosti Bosne i Hercegovine. In Bosnian.

  • Kim D.J. Ferrin D.L. & Rao H.R. (2003). Antecedents of consumer trust in B-to-C electronic commerce. Americas Conference on Information Systems Paper 21. Retrieved April 6 2016 from http://aisel.aisnet.org/amcis2003/21

  • Kozarević S. & Puška A. (2015). Povezanost primjene lanca opskrbe partnerskih odnosa i konkurentnosti. Ekonomska misao i praksa 10(2) 579-596. In Croatian.

  • Kwak N. & Radler B. (2002). A Comparison Between Mail and Web Surveys: Response Pattern Respondent Profile and Data Quality. Journal of Official Statistics 18(2) 257-273.

  • Lee Y.W. Strong D.M. Kahn B.K. & Wang R.Y. (2002). AIMQ: a methodology for information quality assessment. Information & Management 40(2) 133-146. doi:10.1016/S0378-7206(02)00043-5

  • Mahmutović H. Kulović Dž. Jurešić S. & Šabić A. (2012). Konvergencija rasta malih i srednjih preduzeća u BiH i razine primjene informacijskih sistema za podršku u procesu odlučivanja. Tranzicija 14(30) 39-53. In Bosnian.

  • Marković Blagojević M. Mikarić B. & Trajković D. (2014). Kompjuterski sistemi kao podrška odlučivanju. Trendovi u poslovanju 2(4) 33-42. In Serbian.

  • Mašić B. Đorđević-Boljanović J. Babić L. Dobrijević G. & Veselinović S. (2010). Menadžment: principi koncepti i procesi. Beograd: Univerzitet Singidunum. In Serbian.

  • Mathwick C. Malhotra N.K. & Rigdon E. (2002). The effect of dynamic retail experiences on experiential perceptions of value: an Internet and catalog comparison. Journal of Retailing 78(1) 51-60. doi:10.1016/S0022-4359(01)00066-5

  • Mustafa Eid I. (2011). Determinants of e-commerce customer satisfaction trust and loyalty in Saudi Arabia. Journal of Electronic Commerce Research 12(1) 78-93.

  • Oliver R.L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. Hoboken: Taylor and Francis.

  • Petter S. DeLone W. & McLean E. (2008). Measuring information systems success: models dimensions measures and interrelationships. European Journal of Information Systems 17(3) 236-263. doi:10.1057/ejis.2008.15

  • Puška A. Maksimović A. & Fazlić S. (2015). Utjecaj kvalitete na zadovoljstvo i lojalnost studenata. Poslovna izvrsnost 9(2) 101-119. In Croatian.

  • Stanišić S. (2014). Važnost primjene finansijskog izvještavanja za razvoj korporativnog upravljanja. Zbornik radova: Međunarodna naučna konferencija Univerziteta Singidunum Finansijsko izveštavanje u funkciji korporativnog upravljanja Beograd 5. decembar 2014 (pp. 73-75). doi:10.15308/finiz-2014-73-75. In Serbian.

Search
Journal information
Metrics
All Time Past Year Past 30 Days
Abstract Views 0 0 0
Full Text Views 154 34 3
PDF Downloads 73 21 2