The Electronic Journal of Information Systems Evaluation provides critical perspectives on topics relevant to Information Systems Evaluation, with an emphasis on the organisational and management implications
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Journal Article

Net Impacts in Front Office IS: a First Operationalization of Delone and McLean Model in the Banking Sector  pp92-112

Sylvie Michel, Aurélia Michaud-Trévinal, François Cocula

© Nov 2019 Volume 22 Issue 2, Editor: Prof Shaun Pather, pp67 - 162

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The variable Net Impacts, a key variable in the models for information systems evaluation, is rarely operationalized according to a rigorous method and never for the banking sector. DeLone and McLean (2016) note that the challenge of developing measures to evaluate information systems is still relevant. The measurement and conceptualization of variables in real contexts is both very important and relatively absent in the literature. This research aims at operationalizing the Net Impacts construct resulting from DeLone and McLean's (2016) evaluation model for information systems, in the specific context of retail banks. It also aims at highlighting the socio‑demographic variables influencing this construct. This original work conducted with 763 people applies the Churchill paradigm (1979) to provide a reliable and valid measure of Net Impacts, inspired by the Balanced Score Card. The main result of the research concerns the empirical validation of the measure of Net Impacts. This tool consists of three categories, relating to customer satisfaction, productivity and risk and ten items, which take into account the user but also include customer perception. This three‑dimensional construct shows how the information system supports the user in a wide spectrum of work. Also, by showing that in the banking field, only the function occupied by the user influences the perception of the impact of IS, we contribute to a better knowledge of the variables related to the evaluation of IS. Thus, this instrument represents a strategic tool for monitoring and guiding efforts to increase performance. The proposed instrument is very easy for CIOs and managers to use in order to evaluate their information systems with users.


Keywords: Business value of IT, productivity, customer satisfaction, control, Balanced Scorecard, Banking sector, DeLone and McLean model, Structural equation modelling


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Journal Issue

Volume 22 Issue 2 / Nov 2019  pp67‑162

Editor: Prof Shaun Pather

View Contents Download PDF (free)

Keywords: multi-criteria decision analysis, fuzzy theory, project selection, sustainability performance, information systems, project management, E-government Systems, Use Behaviour, G2C, UTAUT2, Structural Equations Modelling, AMOS, Zimbabwe, Business value of IT, productivity, customer satisfaction, control, Balanced Scorecard, Banking sector, DeLone and McLean model, Structural equation modelling, Information and Communication Technology, evaluation, Small to medium enterprises, information system, financial models, Structural Equation Modelling, adoption, decision making, decision maker, Serious game, emotion, learning, training, user experience, sentiment analysis, Social media, B2B Marketing, Customer satisfaction, ICT


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