The Impact of Information Systems On User Performance: An Exploratory Study

Issue 2,
The Impact of Information Systems on user Performance: An Exploratory Study

April, 2013
The Impact of Information Systems on user

Performance: An Exploratory Study
Authors: Bejjar Mohamed Ali, Department of Management, Fsegn,

Tunisia, [email protected]
Boujelbene Younes, Department of Economic, Fsegs, Tunisia,
[email protected]
Information systems play an important supportive role in most sectors of the

economy. This study was developed to answer the question related to the impact
of information systems on user performance in Tunisian companies. This article
proposes a model combining the Task Technology Fit (TTF), the Technology
Acceptance Model (TAM) and Delone & McLean model to evaluate the
performance of users in the Tunisian organizations. The model was tested using
survey data collected from 314 users of the information system. The results of
structural equation analyzes supported the proposed model and highlighted the
important role of perceived ease of use and perceived usefulness in mediating
effects between TTF, system quality and information quality and performance
users.
The results show that TTF, system quality and information quality directly
influences the performance of users and indirectly through perceived usefulness
and perceived ease of use.
Keywords: Information System, System quality, Information quality, User

performance.
Introduction
Understanding the impact of information systems on the performance

of users is very crucial for all organizations because it can improve performance
either organizational or individual. However, the value of understanding the
impact of information systems on user performance has not yet received
adequate attention. Most previous researches have focused on identifying the
determinants of computer acceptance, making it inadequate to determine the
Issue 2, Scientific Papers (www.scientificpapers.org)
April, 2013 Journal of Knowledge Management, Economics and Information Technology
impact of different types of information systems user performance[24- 25- 35-

34- 40].
Then, with increasing competitive pressures, managers are trying to
achieve maximum productivity of people, processes and information systems.
This leads one to ask, how can managers configure information systems to
achieve higher levels of performance end users? In this regard, managers
continually seek advice on how to meet the promises and expectations of
continued increases in productivity through the use of information. However,
the results of research on how to achieve better performance through the use
of technology and information systems in organizations, has been mixed.
Therefore, it has been difficult for researchers in information systems to provide
managers with advice on investmenting in specific aspects of information
systems that lead to the highest performance possible users [43].
In light of these facts and because organizations invest significant
resources in the adoption of IS, this research attempts to assess the impact
of IS systems on the performance perceived by the user in the Tunisian
organizations. In other words, in conducting this study, we must answer the
following question: What is the impact of IS on the performance perceived by
the user in the Tunisian organizations?
The rest of the paper is structured as follows. In the next section,
a theoretical framework will be developed. Followed by the framework, a
research model and hypotheses to be constructedin Section 3. Sections 4 and 5
describe the research methodology, the data analysis procedure and the results
of the tested model. Finally, in sections 6 and 7, the results of this research will
be discussed as well as the theoretical and managerial limitations and future
directions of research, followed by conclusions.
Literature Review
The impact of information systems on the performance of end users

and the relationship between information systems and performance and
productivity is of great interest to many researchers and research showed SI
[38]. A large number of researches have been associated with the performance
of end-user starting with Davis [19] with the model technology acceptance
(TAM).
Thus, DeLone and McLean [21] identified six factors for the success of
information systems, namely system quality, information quality, system use,
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user satisfaction, individual impact and organizational impact. In addition,

Seddon [59] in his extension of the work of DeLone and McLean, resumed
their factors and added others. Of course, researchers are a major challenge
to find a conceptual and theoretical framework for interpreting the effects of
information systems on user performance and productivity.
Despite huge investments in information systems in recent years
demonstrate the effects of information systems performance has proved
extremely difficult [54- 49- 8- 3].
This relationship is multifaceted and includes several aspects such as
the user’s work, tasks and other aspects that will be discussed in what follows.
Igbaria and Tan [40] studied the relationship between information
systems and users by investigating performance on several factors, including
the use of the system, system quality, information quality and performance of
the user. Data were collected from users in large organizations. They concluded
that the above factors positively affect user performance, with results that
suggest that user satisfaction is an important factor which affects the use of
the system.
Similarly, Chan and al. [14] examined a number of important factors
that affect the performance of users in incorporating many factors from
different perspectives to determine their contribution to the improvement of
user performance. In their model, the main factors considered are the data
models, task characteristics and user characteristics. They concluded that
these factors positively affect user performance. They also mentioned that
other factors may have an impact on user performance than the rest. For
example, the accuracy of the information was the most effective dimension
of the quality of information affects the performance of users, as the users are
concerned about the quality of information they get from a system which in
turn affects the quality of their performance.
Recently, the impacts of information systems on individual
performance were considered by Stone et al. [64] in their study. They presented
a theoretical model linking information quality, system quality and the tasks
performed on organizational performance with the ease of use of the system
and the impact on individual performance. The results show that the measures
of the quality of information and system quality affect the tasks performed by
the user.
Some researchers have adopted a close and profound attention to
investigate the effects of a specific system performance of the user, and to
examine in detail the impact of the quality of the performance of the user. For
example, Butler [13] stated that the response time of the system is very critical
for the performance user; the results show that the response time of the system
positively affects user performance and other factors on the quality of system
such as accuracy and reliability.
Researchers have attempted to control these factors more deeply
to identify their impact on user performance more accurately. For example,
Wierschem and Brodnax [69] identified the impact of improvements in the
treatment of personal computers processors speeds on user productivity.
A controlled laboratory experiment was conducted to measure the
impact of the speed of the processor on the output of the students. Based on
the results of the experiment, it was found that the productivity of the end
user, as measured by an increase in the volume of work is improved.
These studies have established very important conclusions on certain
factors and their interactions that affect the performance of the user, such as
the use of the system, system quality and reliability. In addition, they have
improved the previous models and have developed more comprehensive
models and conducted new empirical investigations on the impact of
information systems on user performance.
Some previous research on the performance of users relied on
dispositional factors such as attitudes and intention to use, to examine the
impact of information systems and predict user performance [41], which
leads to more conclusive debate and ambiguity. However, Sears and Jacko [58]
studied the effects of situational factors on the performance of the user. They
have established close links between the system, the task, satisfaction and
performance. In the same vein, Hossain et al. [37] relied on the psychological
traits of users in order to study the impact of information systems for clients
on user performance. The results show the significant impact of traits on the
relationship between information systems and performance users.
Researchmodel and hypotheses
The proposed model was developed after a review of the results of

studies on information systems, covering the most important factors in both
information systems and user performance. Thus, this research is carried out
in companies with one or more information systems, users are invited to assess
the actual impact of information systems on user performance. This choice is
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supported by previous research [7-27- 21- 18].

Models TAM, TTF and D & M complement each other, which mean
that their integration is useful for understanding the impact of information
systems [23]. Previous research has studied these models separately without
links between them. However, theoretical and empirical reasons argue for the
existence of links between these models [65]. Therefore, the research model
proposed by extending TAM and TTF model with D & M provides a better
explanation of the impact of information systems on user performance (Figure
1).
Figure 1: Operational research model
Task Technology Fit (TTF):

The Task Technology FIT (TTF) is one of the well-known models in
IS used to study the relationship between a system, the task requirements and
user needs. This model is based on the idea that when the characteristics of
user tasks and characteristics of the information system integrate well together,
both system use and user performance will be high [27]. Relationships between
factors associated with TTF such as compatibility information (Compatibility),
understanding the information (Meaning) and the ease of information
retrieval (locatability) reflect the consistency between the needs of users, or
what is called the task requirements and the technology used to perform these
tasks. Thus, the consistency of the characteristics of the system with the user
requirements leads to better performance [27].
Empirically, the results show that TTF factors directly affect the
performance [42]. In other words, the capacity of the system can affect the
perceived usefulness in improving user interaction with the system. In this
sense the system’s ease of use, perceived usefulness and perceived ease of use
are linked together [60]. For example, a high quality system provides faster
response to users, leading to improvements in the perceived usefulness and
performance [46].
Finally, it is worth mentioning that the level of the relationship
between all the factors mentioned above differs from SI environment to
another, depending on the characteristics of the system and the user. However,
in developing the study design, the factors were chosen deliberately systems.
Overall, the factors were chosen with reference to a wide range of studies and
their use in information systems and user performance. From this we posit
that:
H1: The TTF affects user performance directly and indirectly through
perceived usefulness and ease of use in organizations.
H1a: The TTF directly affects user performance in organizations.
H1b: The TTF indirectly affects user performance in organizations
through perceived usefulness.
H1c: The TTF indirectly affects user performance in organizations
through the perceived ease of use.
Information Quality:
The literature on information quality reflects the existence of a number
of views on what constitutes the attributes of information. A large number of
empirical studies have been conducted to develop a framework for measuring
the quality of information [67- 39], from the many characteristics identified
by Bailey and Pearson (1983) such as accuracy, precision, currency, timeliness,
completeness, conciseness, format and relevance. Confirming the previous
frame, Watson and Shneider [68] identified five characteristics of information
quality are accuracy, timeliness, conciseness, convenience and relevance.
In this sense, Huang and Wang [39] have conducted a series of studies on
information quality and have used the accuracy, relevance and accessibility.
Miller [51] used usefulness, accuracy, timeliness and relevancy to measure
the information quality, while Alka [1] used the clarity, relevance, accuracy
and timeliness of research users. Similarly, Bovee (2004), used the relevance,
interpretability, accuracy and accessibility.
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In conclusion, by analyzing these measures, it seems possible to formulate

a basic measure for this study. The characteristics of quality information
most commonly and widely accepted are identified and presented in Livari
(2005), Bovee, (2004), DeLone and McLean (1992, 2003) and Wang and Strong
(1996). This study therefore reinforces these features commonly used to
construct a measure of the quality of information that includes the relevance,
accuracy, timeliness, completeness and accessibility. From this logic, and
parallel with past studies, we hypothesize:
The quality of information affects the performance of users directly
and indirectly through perceived usefulness and perceived ease of use in
organizations.
The quality of information directly affects the performance of users in
organizations.
The quality of information indirectly affects user performance in
organizations through perceived usefulness.
The quality of information indirectly affects user performance in
organizations through the perceived ease of use.
System Quality:
The measurement of the quality of information systems is a
multidimensional process focusing on different aspects, because a system has
many aspects such as system aspects, quality aspects and other aspects related
to technical issues. In general, the measure of system quality concentrates on
the specifications of a target system. However, some studies have examined the
benefits and use of the system and its efficiency. Some studies have used the
reliability, response time and ease of use as mentioned in various researches to
support ERP users to perform several tasks at the same time and for different
purposes [2].
Typical measures of the system quality in the traditional studies
include system stability, availability, response time and ease of use [71]. In
this context, it should be noted that researchers used different measures to
investigate the system quality depending on the nature of the research and its
objectives. Some studies have focused on the technical aspects of the system,
while others focus on system performance and its ability to provide quality
information. However, most studies have many similar measures. According
to DeLone and McLean [22] quality system is measured by the perceived
ease of use, reliability, functionality, flexibility, data quality, integration and
portability, reflecting the users needs dependence on system quality. However,

from a practical point of view, a high level of system quality can provide users
convenience, more privacy and quicker responses. For example, Lederer et al.
[46- 47] have shown that the capacity of the system have had a positive impact
of perceived ease of use and perceived usefulness of the system.
Indeed, many researchers have generally focused on the performance
characteristics of a system to measure the system quality. These features were
mostly drawn from the list of Hamilton and Chervany (1981) concerning
measures of the quality system. The list is probably the best known in the
literature in terms of the measure of the system quality [33- 73- 74].
The list includes response time or so-called the turnaround time,
reliability, flexibility and ease of use. The researchers found that the list covers
all relevant elements of the quality system. Seddon [59] measure the system
quality by reliability, user interface, consistency, ease of use and quality, which
is consistent with the list of Hamilton and Chervany [33]. Thus, in this research
the system quality measures are reliability, response time, correctness and
integration. Based on the theoretic and empirical support, we hypothesize
that:
H3: The system quality affects user performance directly and indirectly
through perceived usefulness and perceived ease of use in organizations.
H3a: The system quality directly affects the user performance in
organizations.
H3b: The system quality indirectly affects user performance in
organizations through perceived usefulness.
H3c: The system quality indirectly affects user performance in
organizations through the perceived ease of use.
Ease of use and perceived usefulness:

The perceived ease of use refers to the extent to which users believe
that using a particular system would be easy to manage, manipulate and
regroup [44- 19- 67]. The perceived ease of use shows the degree to which a
system is considered as not being too difficult to understand, learn and use.
The perceived ease of use was found to influence the behavior of users, either
directly or indirectly, by the use of the system.
On the other hand, Perceived usefulness refers to whether the
system provides accurate, timely, relevant, reliable and valid information for
users or not [51]. Therefore, using the system will enhance job performance,
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productivity, efficiency and quality of work.

As noted by Bhattacherjee [11], the willingness of a person to interact
with a particular system is already considered useful. Thus, it is expected that
users will adopt a system if they believe that it will help them to achieve the
desired results of performance [4].
In the literature, the perceived ease of use and perceived usefulness
are interdependent and used together in most aspects of research that affect
each other in individual aspects [19]. Perceived usefulness is regarded as a
term for the individual impacts such as improving individual productivity and
performance [55- 59]. In addition, Wixom and Watson [70] found that the
quality of information, system quality and perceived usefulness are related to
each other, expressing that the higher is the level of quality of information and
quality system, the higher the system is useful.
Measures for the perceived usefulness and perceived ease of use were
adapted from previous studies using the model of technology acceptance [19-
40- 52- 60- 66].Therefore, we posit that:
H4: The information qualities affect perceived usefulness and
perceived ease of use of IS.
H4a: The information qualities affect the perceived usefulness of IS.
H4b: The information qualities affect the perceived ease of use of IS.
H5: The system qualities affect the perceived usefulness and perceived
ease of use of SI.
H5a: The system qualities affect the perceived usefulness of IS.
H5b: The system qualities affect the perceived ease of use of IS.
User performance:
There are different points of view on user performance. It can simply
be considered as the set of results achieved. On the individual level, it is the set
of a person’s realizations [61- 6- 9].
Measuring performance is normally achieved by aspects such as
speed, time, accuracy, efficiency and effectiveness [26]. Nevertheless, when it
comes to work-based software, it is important that systems are able to provide
people with information so they can work and make decisions [62]. This
success is measured in terms of speed and accuracy of obtaining the necessary
information to users from a system to accomplish their [26].
Some researchers have indicated that the performance can be
evaluated using two performance measures namely productivity and quality
of work. According to Hodgkinson [36], performance is usually measured by

quantitative and qualitative indicators, which generally fall into three main
indicators of effectiveness, efficiency and quality in order to describe the
relationship between the input and output of resources, thus, referring to the
effectiveness and efficiency. Though, there is another indicator of performance
measurement which is the ability of people to create new ideas related to their
work or how they carry out the work.
Based on the work of Cohen [17], performance can be measured
through three criteria which are the quantity of outputs, quality of outputs and
behavioral outcomes. Cohen also included efficiency measures of productivity,
quality time response. In short, objective measures of performance are not
available and in any case, would not have been compatible with all individuals
having different jobs and tasks [27]. Therefore, for the purposes of this research,
the performance of users will be measured by the effectiveness, efficiency
and creativity by asking users their views about their perceived performance,
because Most of the measures used in previous studies refer to these three
measures.
Research Methodology
Empirical validation of the research model of the impact of IS on the

performance of the users was conducted using a questionnaire administered
to 400 users of IS in Tunisian companies. Of the 400 completed questionnaires,
86 were rejected because of outliers. The final sample size was thus established
in 314 participants of whom 200 are women and 114 men. The age of respondents
varied between 26 and 60 years with a concentration in class 30 to 39 years. The
age of respondents varied between 2 and 25 years with a dominance in the class 4
to 6 years. The questionnaire distributed was formed from the scales we adapted.
Measurement scales were developed following the procedure of
Churchill [16]. In the exploratory phase, we proceeded to the generation of a set
of items based on adaptation of existing scales (Appendice 1).
The collected data were analyzed in two stages. Firstly, the exploratory
and confirmatory factor analysis was conducted to assess the dimensionality,
reliability and construct validity. Secondly, the methods in Amos structural
equation 18 were used to test the relationships between variables in the model of
ERP and performance users. These two steps and their results will be presented
in what follows.
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Analysis of results
Factorial analysis:
The exploratory analysis was conducted in SPSS 17. The dimensionality
of the scales was assessed by a principal component analysis (PCA) with
varimax rotation. Four items were eliminated Complet2, Resptime2, Effectiv5
and Efficien1. These are items whose contributions are shared between several
axes or those with low contributions factor [32]. Measurement instruments
have good psychometric qualities. All items selected are generally good factorial
contributions. Reliability and internal consistency of the items constituting a
single dimension were evaluated based on Cronbach’s alpha. All variables in
the model have good Cronbach’s alpha coefficients. Appendice 2 provides a
tabulated summary of the main results of the exploratory analysis.
In a second phase, a confirmatory factorial analysis was performed
in 18 Amos to test construct convergent and discriminant validities. At the
conclusion of this step, the analysis of construct validity yield acceptable
results. Table 1 summarizes the adjustment indices that can be considered
good, given the complexity of the model and the size of the relatively small
sample [56]. The first index (Chi-2/ddl) satisfies the threshold advocated 2 to
5. The RMSEA is less than the threshold limit of 0.08. CFI and TLI are above
the critical threshold of 0.9. The GFI and AGFI are satisfactory insofar as their
values are close to the recommended threshold of 0.9. These values may be due
to the sensitivity of these indicators to the number of parameters to estimate
and the sample size [32- 56]. The adjustment of the measurement model is
therefore considered satisfactory (GFI = 0.887, AGFI = 0.841, CFI = 0.938, TLI
= 0.925, RMSEA = 0.049 and RMR = 0.045).
Presentation of the causal model and verification of assumptions

regarding causal links:
The causal model of our research provides a good adjustment. Indeed,
absolute, incremental and parsimony indices shown in Table 1 satisfy the
empirical conditions generally recommended in previous research.
Table 1: Adjustment of the causal model

Indice Chi-deux/ddl GFI AGFI RMR RMSEA TLI CFI
Value 1,479 0,916 0,893 0,075 0,52 0,932 0,940
Figure 2 shows the causal model that integrates system quality,

information quality, perceived usefulness, and perceived ease of use and
user performance. This model explains the impact of information systems
on the performance of users and provides information about intensity and
significance of the relationships between variables.
Figure 2: The causal model
At this level, the causality of this model allows the validation of all the
assumptions of our research work. Indeed, Table (2) shows that all causal links
are significant at the 5% level.
Table 2: Significance of the causal links of the causal model

Causality Student P Esti- Hypothesis
Test mate
H1a TTF User perfor- 2,993 0,003* 0,236 Accepted
mance
H2a Information Quality 3,465 0,000* 0,307 Accepted
User performance
H3a System Quality User 2,781 0,005* 0,190 Accepted
performance
H4a Information Quality 5,113 0,000* 0,407 Accepted
Perceived usefulness
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H4b Information Quality 4,800 0,000* 0,369 Accepted

Perceived ease of use
H5a System Quality 3,529 0,000* 0,221 Accepted
Perceived usefulness
H5b System Quality Per- 3,741 0,000* 0,238 Accepted
ceived ease of use
* : P < 0,05 (Significant).
The importance of the mediating effect at the causal model:

After testing the significance of direct causality between the relational
variables of our causal model, it is relevant to present in this paragraph the
indirect links and show the importance of mediating variables in our model.
Table (3) to determine the importance of indirect effects compared to
direct effects and total effects. In addition, a more detailed complement of this
table was done at the level of testing mediating variables in order to check the
significance of indirect effects and total effects.
Table 3: Direct, indirect, and total effects at the level of causal model
Structural links Direct Indi- Total
effects rect effects
effects
TTF User performance 0,236 0,144 0,380
TTF Perceived usefulness 0,277 0,000 0,277
TTF Perceived ease of use 0,357 0,000 0,357
System Quality User performance 0,190 0,105 0,295
System Quality Perceived usefulness 0,221 0,000 0,221
System Quality Perceived ease of use 0,238 0,000 0,238
Information Quality User perfor- 0,307 0,179 0,486
mance
Information Quality Perceived use- 0,407 0,000 0,407
fulness
Information Quality Perceived ease 0,369 0,000 0,369
of use
Perceived usefulness User perfor- 0,246 0,000 0,246
mance
Perceived ease of use User perfor- 0,213 0,000 0,213

mance
* : P < 0,05 (Significant).
It remains to verify the significance of these indirect effects, thing that

AMOS software does not carry out, hence the use of the Sobel test. Sobel test is
used to verify the presence of a mediation effect; it can determine whether the
indirect effect of the independent variable divided by the dependent variable
through the mediator is significantly different from zero [56].
Table 4: Sobel test for indirect links of the causal model

TTF/User Performance
Indirect Z-Score P Hypoth-
effect esis
H1b Mediating Variable : perceived 0,0875 2,7233 0,0065* Accepted
usefulness
H1c Mediating Variable : Perceived 0,0970 2,5340 0,0113* Accepted
ease of use
Information Quality/ User Performance
effect esis
usefulness
ease of use
System Quality/ User performance
effect esis
usefulness
ease of use
* P < 0,05 (Significant)
The indirect effect of the FTT, system quality and information quality
divided by the performance of users through perceived usefulness and perceived
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ease of use is positive and significant. This result shows the mediating role of
perceived usefulness and perceived ease of use.
Discussion of results
TTF and performance users:

The results indicated that the TTF affect significantly and positively
user performance. Goodhue and Thompson [27] suggested that the FTT had a
significant and positive effect on the performance of the user. Consistent with
previous research on this relationship [63- 15, this study also confirmed this
relationship in two different ways, including the direct effect of the FTT on
user performance and the indirect effect through the perceived ease of use and
perceived usefulness. The results of this study confirm what was proposed in
the original model and in previous studies in terms of impacts TTF. Therefore,
the TTF is an important factor in the current research model, as in the original
model.
Goodhue et al. [28] found that when a system has the features needed
to accomplish a task, better performance is achieved. In addition, if a system is
designed, which will lead to more users, which should produce a greater impact
on user performance [63]. In addition, the study confirmed that TTF is also a
robust model in which the task characteristics and technology determine the
correspondence between the functional requirements of IS, and task demands
[72].
Other factors such as perceived ease of use and perceived usefulness
also contribute to the relationship between TTF and performance of the
user. In addition, the study revealed that TTF affects user performance more
significantly thanks to the perceived ease of use than perceived usefulness.
To enable users to obtain benefits from IS, the system itself must be seen
as useful and fit properly to user tasks [27]. More specifically, the study
shows that users who perceive the system as useful and fits well with its
work requirements,pereceive more positive and significant effect on their
performance.
However, compatibility and adequacy of the systems were more
important for the performance of the users while computer support was less
effective in influencing the performance of the user [23- 28- 42]. This confirms
the importance of compatibility and adequacy of user tasks. They reach more
benefits when the systems have high compatibility and a better match with
their job requirements.
System quality and performance users:

The results of the study indicate that the quality of the system affects
the performance of users, both directly and indirectly, which shows a strong
direct correlation between measures of system quality and user performance.
The study confirmed the main proposal of DeLone and McLean [21] in
the same way as in the original model. In addition, in order to identify the
most important measures of the system quality which contribute to user
performance, a regression was made between the dimensions of the quality
and performance of the system users.
The results show that the integration and reliability are the most
important measures which contribute significantly to user performance and
explain much of the variance in user performance.
Another important point is confirmed in this regard, is that the IS are
designed for all levels of users and the results showed that IS are suitable for
any type of user. This improves the user’s ability to rely on these systems to
carry out their tasks in different functional areas. This increases the usefulness
of IS and confirms the integration as an inevitable result and a strategic factor
that improves the performance of users in organisations. This is consistent
with previous studies [29- 30- 31- 53].
Regarding the indirect impact of system quality on user performance
thanks to perceived usefulness and ease of use as mediators, the results showed
that these mediators affect the user performance. The results show that when
IS are perceived as high quality systems by users, they are more likely to be
perceived as more useful, leading subsequently to positive effects on the user
performance. Similarly, the findings show that when IS are perceived as high
quality systems for users, they are more likely to be perceived as easy to use
[58].
Information quality and user performance:
Consistent with previous studies in different types of information
systems, the results of the study indicate that the impact of information
quality on user performance is positive and significant. This study showed the
importance of the information quality as a key factor positively influencing
user performance. These confirm the findings of previous studies [5- 10- 22].
All measures of the information quality were analysed to determine
the importance of each measure and determine who has the most significant
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contribution in predicting the user performance. Among these measures, the

timeliness and completness were considered the most important attributes of
information quality to assist users in performing their tasks when using IS.
IS users give great attention to the completeness of the information
as it contributes significantly to their performance. They reported that the
completeness of the information available through the IS helps them achieve
their performance goals and improve the quality of work performed. The
accuracy and relevance are very important to the users performance, and help
in conjunction with the comprehensiveness to improve user performance. It
leads to a more precise work with fewer errors, and users rely on systems to
obtain the accurate information needed to perform their tasks and achieve
their business goals. Finally, the availability of information also allows users to
improve their efficiency and reduce the time spent in carrying out their tasks.
The results indicate that perceived usefulness mediates the relationship
between information quality and user performance. When SI provides high
quality information, they are perceived as the most useful systems by users.
This leads to impacts on the system performance more.
Similarly, the results show that the perceived ease of use is a key
mediator between information quality and user performance relationship. The
results show that the more users perceived IS ease of use the more they will
have positive effects on user performance. The impact of information quality
by perceived usefulness was slightly stronger than through the perceived ease
of use. This implies that the information retrieved from the IS could be useful
for the performance of users regardless of the perceived ease of use.
Theoretical and managerial implications:

This study provides further evidence of the appropriateness of
extending the models of TTF, TAM and Delone & McLean as a useful means
to provide an overview on the most important aspects of the IS impact on
user performance. Therefore, the main theoretical contribution of this
study to the theory of IS is the consolidation of three different models and
the interrelationships between them to explain the impact of IS on user
performance. In addition, the study goes further and provides an in-depth
overview of the main measures of the factors studied. Previous studies have
not provided an explanation of the dimensions of these factors and their
importance in terms of impact and utility systems. First, the compatibility
and adequacy as a measure of the FTT. Secondly, integration and reliability as
a measure of the quality system. Finally, the timeliness and completeness as

measurement of information quality.
This research shows the importance of TTF explaining the impact of
IS on user performance. Previous research on TTF, concentrated mainly on
computing, focused on factors such as user satisfaction and the attention
of users to use an information system [45]. The results of this study suggest
the extension to other factors such as the information quality and the system
quality is important to determine the impact on the performance and use of
information systems.
Overall, the above results can be useful for the implementation and
management of IS. Thus, the suitability and compatibility of IS users’ needs
and job requirements play an important role in improving performance. The
information systems managers, suppliers and consultants must pay sufficient
attention not only to improve the quality of IS as a product, but also to improve
the quality of systems outcomes, quality of information and ability to align
with user needs [71].
Conclusions
The impact of information systems on user performance and the

relationship between information systems and user performance are the
theoretical foundations of this study. The use of the TTF, the TAM and Delone
and McLean model [21-22] to predict and explain the impact of IS on the users
performance, helped identify key factors influencing the implementation
of IS. The empirical validation of the IS impact model on user performance
in a sample of 314 Tunisian users showed that the effects of implementation
of the IS depends on the degree of user acceptance. The results of the study
confirmed the results of previous studies [19] showing that user performance
is more better that they perceive the system more useful and easier to use.
Previous studies that have examined the impact of IS on users indicated
that system quality and information quality are very important factors that
affect the benefits of use [22- 50]. This study demonstrated the importance of
all the factors mentioned above and explored the relative contribution of each
factor to the user performance.
The results showed that users think that the IS ability is to provide
high quality information, which reduces errors and resolve performance
problems when they occur. In addition, the TTF and the system quality play an
Issue 2,
April, 2013
important role in improving the performance quality and increase the volume
of users work. The results showed a satisfactory level of adjustment between IS
and users needs and task requirements, taking into account the characteristics
of IS.
Furthermore, perceived usefulness and perceived ease of use have
proven to be very important factors that affect the use of the system and
mitigate the impact on user performance. This is an opportunity for researchers
and practitioners in IS to maximize IS impacts by improving training and
organizational support in order to help users understand the benefits of using
IS and improving adaptability of these systems with user needs.
Careful consideration of user needs and requirements of working in
a particular industry will help designers and practitioners of IS design and
implement IS in the light of the diversity of suppliers, designers, functionality
of IS and industries [72].
In spite of insights provided by the results of this research and
managerial implications arising, some limitations should be noted. Some
measurement scales of variables could be improved, including scales
measuring perceived usefulness and perceived ease of use. Another limitation
is inherent in the non-consideration of the characteristics of users to measure
users’ performance based on sex, age, and experience.
In addition, most areas of research require further developments.
Studying the impact of user characteristics on individual performance seems
interesting.
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Appendix 1. List of items selected for measurement scales

Task Com- IS applications you use are suitable for your needs and Compati1
Tech- patibil- help you to accomplish your tasks.
nology ity Applications that you IS I uses are compatible with your Compati2
Fit tasks.
IS applications are matched with the aspects of your Compati3
work.
Mean- Understanding of the information obtained from the Mean1
ing company’s IS on your task is easy to find.
The exact meaning of the information is obvious and Mean2
clear on the company's IS.
Ade- The ISof the company meets your requirements of the Adequa1
quacy task.
The IS of the company is sufficient to handle your pro- Adequa2
cessing needs of your work.
IT Sup- You receive computer training you need. ITSup1
port People with whom you are using IT include your work ITSup2
objectives.
It is easy to get computer support and advice from other ITSup3
users when you are using the company’s IS applications.
Source Goodhue and Thompson, 1998; Kositanuritand al., 2006 ; Lin and
Huang, 2008; Klaus and al., 2003; Abugabah and al., 2009 ; Kosita-
nurit and al., 2011.
Infor- Accu- Your IS provides you with accurate information. Accur
mation racy
quality Rele- Your IS provides you with relevant information. Relev
vance
Timeli- Your IS provides you with the necessary information in a Time1
ness timely manner.
The information contained in your IS is timely and regu- Time2
larly updated.
Information from your IS time improves the quality of Time3
my work.
Com- You can find complete information if necessary in your Complet1
plete- IS.
ness The information contained in your IS are sufficient to do Complet2
your job.
Acces- The information contained in your IS are easily acces- Access1
sibility sible.
The information in your IS are easily retrievable. Access2
The convenience of the information in your IS saves time Access3
in your work.
Source Wixom and Todd, 2005; DeLone and McLean, 2003; Abugabah and
al., 2009 ; McGill and al., 2003
System Reli- Your IS is reliable Reliab1
quality ability Your IS provides consistent information. Reliab2
Cor- You find easier to correct your errors in your work with Correct1
rect- your IS.
ness Your IS helps you to reduce errors in your work. Correct2
Re- Your IS reacts and responds quickly when you entered Resptim1
sponse data.
time IS reacts and responds quickly to your questions. Resptim2
Inte- IS provides integration with other systems. Integr1
gration Your IS effectively combines data from different areas of Integr2
the business.
Your IS is designed for all levels of users. Integr3
Source Wixom and Todd, 2005; Abugabah and al., 2009 ; DeLone and
McLean, 2003; McGill and al., 2003
Per- The use of IS is useful for the performance of your work. Percuse1
ceived I can not do your job without IS. Percuse2
useful-
ness Your IS supports you in achieving the overall objectives Percuse3
of performance.
With your IS, it is easier to do your job Percuse4
Source Davis,1989; Ahn and al.,2007; Amoako-Gyampah, 2007 ; King and
He, 2006.
Per- Your IS is user friendly. Perceas1
ceived It is easy to learn to use your IS. Perceas2
ease of
use You find your IS easy to use. Perceas3
Source Davis, 1989; Kositanurit and al., 2006; Staples and Seddon, 2004 ;
Kositanurit and al., 2011 .
Issue 2,
April, 2013
User Effec- IS has a positive impact on your productivity Effectiv1

perfor- tive- IS to reduce the time needed to accomplish your tasks Effectiv2
mance ness
IS multiplies case you realize your work. Effectic3
Thanks to your IS in your work you can accomplish tasks Effectiv4
faster
Your IS allows you to do more work than before. Effectiv5
Effi- Your IS improves the quality of your performance Efficien1
ciency Your IS helps you to solve your employment problems Efficien2
Your IS reduces errors in your work performance Efficien3
Your IS improves your efficiency in your work. Efficien4
Crea- Your IS improves user creativity Creativ1
tivity Your IS helps you to create new ideas in your work Creativ2
Overall, the IS can achieve your employment goals. Creativ3
Source McGill and al.,2003; Goodhue and Thompson, 1995 ; Abugabah
and al., 2009 ; Livari ,2005; Stone and al., 2006 ; Kositanurit and
al., 2011 ; Hossain and al., 2012 .
Variables Dimen- Items Exploratory factor Con- Joreskog

sions analysis firmatory rho
analysis
Cron- Factor Factor
bach's Contribu- Contribu-
alpha tions tions
TTF Compat- Compati1 0,784 0,848 0,789 0,815
ibility Compati2 0,718 0,674
Compati3 0,829 0,769
Adequacy Mean1 0,848 0,796 0,848 0,848
Mean2 0,801 0,710
Adequa1 0,791 0,745
Adequa2 0,781 0,747
IT Support ITSup1 0,886 0,816 0,83 0,901
ITSup2 0,902 0,885
ITSup3 0,872 0,885
Informa- Integra- Integr1 0,723 0,715 0,776 0,733

tion quality tion Integr2 0,507 0,611
Integr3 0,745 0,726
Reliability Reliab1 0,755 0,661 0,749 0,754
Reliab2 0,637 0,637
Resptim1 0,651 0,624
Resptim2 0,230 Eliminated
Correcte- Correct1 0,696 0,728 0,688 0,697
ness Correct2 0,732 0,779
Perceived Perceived Percuse1 0,948 0,882 0,934 0,950
usefulness usefulness
Percuse2 0,799 0,832
Percuse3 0,891 0,915
Percuse4 0,907 0,935
Perceived Perceived Perceas1 0,904 0,839 0,855 0,905
ease of use ease of Perceas2 0,821 0,857
use
Perceas3 0,859 0,933
Users per- Effective- Effectiv1 0,800 0,685 0,872 0,807
formance ness Effectiv2 0,530 0,524
Effectic3 0,608 0,787
Effectiv4 0,503 0,610
Effectiv5 - 0,471 Eliminated -
Efficiency Efficien1 - 0,185 Eliminated -
Efficien2 0,770 0,584 0,719 0,776
Efficien3 0,608 0,793
Efficien4 0,569 0,601
Creativity Creativ1 0,851 0,785 0,839 0,855
Creativ2 0,776 0,768
Creativ3 0,778 0,790

The Impact of Information Systems On User Performance: An Exploratory Study

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Issue 2,

The Impact of Information Systems on user Performance: An Exploratory Study

The Impact of Information Systems on user

Authors: Bejjar Mohamed Ali, Department of Management, Fsegn,

Information systems play an important supportive role in most sectors of the

Keywords: Information System, System quality, Information quality, User

Understanding the impact of information systems on the performance

impact of different types of information systems user performance[24- 25- 35-

The impact of information systems on the performance of end users

user satisfaction, individual impact and organizational impact. In addition,

Researchmodel and hypotheses

The proposed model was developed after a review of the results of

supported by previous research [7-27- 21- 18].

Figure 1: Operational research model

Task Technology Fit (TTF):

In conclusion, by analyzing these measures, it seems possible to formulate

portability, reflecting the users needs dependence on system quality. However,

Ease of use and perceived usefulness:

productivity, efficiency and quality of work.

of work. According to Hodgkinson [36], performance is usually measured by

Empirical validation of the research model of the impact of IS on the

Presentation of the causal model and verification of assumptions

Table 1: Adjustment of the causal model

Figure 2 shows the causal model that integrates system quality,

Figure 2: The causal model

Table 2: Significance of the causal links of the causal model

H4b Information Quality 4,800 0,000* 0,369 Accepted

The importance of the mediating effect at the causal model:

Perceived ease of use User perfor- 0,213 0,000 0,213

It remains to verify the significance of these indirect effects, thing that

Table 4: Sobel test for indirect links of the causal model

TTF and performance users:

their job requirements.

System quality and performance users:

contribution in predicting the user performance. Among these measures, the

Theoretical and managerial implications:

a measure of the quality system. Finally, the timeliness and completeness as

The impact of information systems on user performance and the

[1] Alka, V. “information Quality Perceptions”. Unpublished PhD, Washington State

government perspective”, International Journal of Public Sector Management, 72(6),

performance: an empirical investigation”, Production and Opérations Management,

Appendix 1. List of items selected for measurement scales

User Effec- IS has a positive impact on your productivity Effectiv1

Variables Dimen- Items Exploratory factor Con- Joreskog

Informa- Integra- Integr1 0,723 0,715 0,776 0,733

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