Effect Mechanisms of Perceptual Congruence Between Information Systems Professionals and Users on Satisfaction with Service.

Author List: Benlian, Alexander;

Journal of Management Information Systems, 2013, Volume 29, Issue 4, Page 63-96.

With the proliferation of available electronic service channels for information systems (IS) users such as mobile or intranet services in companies, service interactions between IS users and IS professionals have become an increasingly important factor for organizational business-IT alignment. Despite the increasing relevance of such interactions, the implications of agreement or disagreement on the fulfillment of critical service quality factors for successful alignment and higher user satisfaction are far from being well understood. While prior research has extensively studied the question of matching different viewpoints on IS service quality in organizations, little or no attention has been paid to the role of perceptual congruence or incongruence in the dyadic relationship between IS professionals and users in forming user satisfaction with the IS function. Drawing on cognitive dissonance theory, prospect theory, and perceptual congruence research, this study examines survey responses from 169 matching pairs of IS professionals and users in different organizations and explains how perceptual fit patterns affect user satisfaction with the IS function. The paper demonstrates that perceptual congruence can, in and of itself, have an impact on user satisfaction, which goes beyond what was found before. Moreover, the results of the study reveal the relevance of nonlinear and asymmetric effect mechanisms arising from perceptual (in)congruence that may affect user satisfaction. This study extends our theoretical understanding of the role of perceptual alignment or misalignment on IS service quality factors in forming user satisfaction and lays the foundation for further study of the interplay between perceptions in the dyadic relationship between IS professionals and IS users. Managers who seek to encourage particular behaviors by the IS professionals or IS users may use the results of this study to reconcile the often troubled business-IT relationship.

Keywords: alignment; IS service quality; perceptual congruence; polynomial modeling; response surface analysis; SERVQUAL

Algorithm:

List of Topics

#276	0.139	satisfaction information systems study characteristics data results using user related field survey empirical quality hypotheses important success various indicate tested
#134	0.134	users end use professionals user organizations applications needs packages findings perform specialists technical computing direct future selection ability help software
#116	0.133	research study influence effects literature theoretical use understanding theory using impact behavior insights examine influences mechanisms specifically context perspective findings
#275	0.128	perceptions attitudes research study impacts importance perceived theory results perceptual perceive perception impact relationships basis significant positive reported common individuals
#219	0.099	response responses different survey questions results research activities respond benefits certain leads two-stage interactions study address respondents question directly categories
#211	0.078	service services delivery quality providers technology information customer business provider asp e-service role variability science propose logic companies especially customers
#136	0.059	expectations expectation music disconfirmation sales analysis vector experiences modeling response polynomial surface discuss panel new nonlinear period understand paper dissonance