Adaptation au domaine bancaire du modèle d'évaluation du succès des systèmes d'information (ISSM) de Delone et McLean
Résumé
Based on the model of Delone and McLean (2003) (Information System Success Model-
ISSM), this paper proposes a model for assessing the success of banking front-office information
systems focusing on the point views of users. The aim is to contextualize the ISSM
model taking into account the specificities of the banking sector – an informational intensive
sector – in regard of both the operationalization of variables, and the relationships between
them. The methodological approach is double: we started our research by performing
exploratory qualitative studies (through interviews) that were used to propose a contextualized
conceptual model. This model was then tested through a quantitative study with
structural equations methods (two collections of data with an online questionnaire). We
followed the paradigm of Churchill (1979) to operationalize our six variables. On a theoretical
level, the results confirm the multidimensional aspect of the evaluation and that the
perception of the success of an Information System (IS) relies on a set of inter-connected
variables. In addition, we have highlighted, due to the specificities of the banking sector
that the quality of information differs from other quality variables and appears as the key
variable in the model. For what concerns the satisfaction, this one looks to be determined
by a single variable, such a result being specific to the banking domain where using the IS
is mandatory. On a practical and managerial side, the model happens to be an evaluation
tool useful to DSI or managers, either globally or for a unique variable evaluation, due to
the operationalization of every variable.
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