L'efficience du SI utilisateur final : un modèle d'impact de la qualité de service sur la satisfaction (notice n° 1010001)
[ vue normale ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 04328cam a2200301 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250125140428.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Baile, Serge |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | L'efficience du SI utilisateur final : un modèle d'impact de la qualité de service sur la satisfaction |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2011.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 79 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | La recherche d’efficience reste une condition importante du succès des SI et de bonne gouvernance des TI liées à la performance individuelle, collective et organisationnelle. Son évaluation n’est pas simple et souffre d’une absence de consensus dans sa conceptualisation et sa mesure. Cet article contribue à l’étude de deux perspectives complémentaires, cognitive et affective, en relation avec la qualité des services SI perçus par les utilisateurs et leur satisfaction. Il propose un modèle conceptuel, extrait du méta-modèle de Delone et McLean (2003), qui postule l’influence des attentes individuelles (de services SI) sur les croyances (satisfaction). Ce modèle est confronté à une organisation ayant eu un fort développement de son infrastructure SI, et à l’ensemble des utilisateurs équipés d’un poste de travail avec de nombreuses applications (bureautiques et métiers). Les données, recueillies auprès de 495 individus, ont été traitées par une Modélisation en Equations Structurelles (MES) pour, en premier lieu, valider la structure des construits des deux niveaux conceptuels et, en second lieu, valider l’hypothèse générale de dépendance entre les variables endogènes de satisfaction et les variables exogènes de qualité des services. Les résultats restituent les dimensions postulées conceptuellement pour chacun des construits des deux échelles de qualité des services et de satisfaction. Ils vérifient l’hypothèse générale de causalités directes entre les variables des deux niveaux conceptuels, et valident, simultanément, le sens supposé de la causalité et le déterminisme postulé, mais jamais établi, de certaines dimensions de la qualité des services. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | The search for efficiency remains an important condition for IS success and IT governance related to individual, group and organizational performance. His assessment is not easy and suffers from a lack of consensus in its conceptualization and its measurement. This article contributes to the study of two complementary perspectives, cognitive and affective, in relation to the quality of IS services received by users, and their satisfaction. It proposes a conceptual model, extract from the meta-model of Delone and McLean (2003), which postulates the influence of individual expectations (IS service) on beliefs (IS satisfaction). This model is confronted to an industrial organisation had a strong development of the IS infrastructure, and with all end-users with a workstation with many applications (office suite and professional task oriented support). The data collected for 495 individuals have been submitted to a Structural Equation Modelling (SEM) to, first, validate the structure built of two conceptual levels, and, secondly, to validate the general hypothesis of dependence between endogenous variables of satisfaction and the exogenous variables of service quality. Results restore dimensions posited conceptually for each of the two scales of services quality and satisfaction. They check the general assumption of direct paths of causality between the variables of the two levels of analysis, and, simultaneous validate the supposed direction of causality and the proposed determinism, not today verified, of some service quality factors. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | qualité de service SI |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Equations Structurelles (MES) |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | efficience SI |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Système d'information (SI) |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | satisfaction de l'utilisateur |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | IS efficiency |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | user satisfaction |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | IS service quality |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Structural Equation Modelling (SEM) |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Information System (IS) |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Louati, Rim |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Systèmes d'information & management | Volume 15 | 4 | 2011-01-04 | p. 7-43 | 1260-4984 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-systemes-d-information-et-management-2010-4-page-7?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-systemes-d-information-et-management-2010-4-page-7?lang=fr&redirect-ssocas=7080</a> |
Pas d'exemplaire disponible.
Réseaux sociaux