The impact of interaction quality factors on the effectiveness of Web-based information system: the mediating role of user satisfaction

Recently, IS researchers have focused on the assessment of Web-based information system (WBIS) at the individual level as it highly contributes to the organizations’ employees. The evaluation and development of WBIS is significantly needed because the top management is in need of justifying their costly IT investment in terms of its impacts on employee performance. For this purpose, this study is primarily concerned with the development and validation of new multidimensional instrument, and also a theoretical framework for assessing the impacts of user interface quality, online communication quality, and user satisfaction on the effectiveness of Web employee portals. The effectiveness is assessed in terms of contextual performance. In a large-scale study, a sample of 384 United Nations Relief and Works Agency for Palestine Refugees respondents are gathered in order to validate and check the reliability of the adapted study instrument. The results of validity and reliability analysis provide enough confidence to proceed toward validating the proposed theoretical framework. The results of multiple-regression analysis indicate that there is a positive significant relationship between user interface quality, communication quality, user satisfaction, and effectiveness at significance level (sig. < 0.01). As another important point, the results of hierarchical regression showed that user satisfaction has a mediating role on the relationship between user interface quality, communication quality, and contextual employee performance. The findings and implications of this research are discussed. Finally, it is expected that this study would contribute to empirical studies in the fields of IS and user behavior assessment.