The Effect of IT Department Service Quality on Appropriateness of Information System

IT관리부서의 서비스 품질이 정보시스템의 전유에 미치는 영향

  • Published : 2007.03.30


As generalization of using PC and the Internet information technology (IT) users in organizations are not passive clients but active producers of information services. One of the reasons for the change of users' role is social interactions with other users and IT department staffs. That is, users can find and develop new functions and usefulness of IT, especially, Web-based ones through communication with other users or IT department staffs. The objective of this study is to investigate the relationship between IT department service quality and social interactions with other users. For this purpose, we suggest a research model based on adaptive structuration theory (AST), which is to explain the changes in social structure (rules and resources) of IT by social interactions, as well as service quality theory. Our model's exogenous variable is service quality which is a second-order factor consisting of reliability, responsiveness, assurance, and empathy. As endogenous variables, we adopt two variables for appropriateness of using IT, faithfulness of appropriation and consensus on appropriation. Finally, dependent variables of ow model are usefulness and ease of use which can be considered as attitude on IT as well as other variables for appropriateness. For empirical test our model is applied to users of groupware and ERP in organizations and analyzed by partial least square. In result, all hypotheses suggested in our model are supported statistically.


Adaptive Structuration Theory;Appropriateness;IT Department Service Quality;Faithfulness;Consensus