The impact of the quality of the service from IS/IT departments on the improvement of operational performance: the point of view of users of technological innovations

The purpose of this article is to examine how the provision of services from information systems/information technology (IS/IT) departments helps organisations to achieve reliable operations and improvements in operational performance in the view of the users. Structural equation modelling (SEM) was used to examine structural relationships between the set of observed variables and the set of continuous latent variables from responses of a sample of 138 individuals from large service organisations in Australia that had recently implemented enterprise information systems (EIS). The results suggest that there is no direct influence of the quality of the service from IS/IT departments on the improvement of operational performance, but there is an indirect relationship through the achievement of operational effectiveness. The findings also suggest that focusing solely on the effectiveness of the technological innovation is detrimental to long-term operational benefits.