Perceptual Congruence between IS Users and Professionals on IS Service Quality – Insights from Response Surface Analysis

Benlian, Alexander (2011): Perceptual Congruence between IS Users and Professionals on IS Service Quality – Insights from Response Surface Analysis. 32nd International Conference on Information Systems (ICIS 2011), Shanghai, China, 4-7 December 2011. In: ICIS 2011 Proceedings, Red Hook, NY: Curran.

Abstract

Despite the importance of matching different viewpoints on IS service quality in organizations, there is still little understanding about how perceptual congruence between IS professionals and users affects user satisfaction. Drawing on cognitive dissonance theory and perceptual congruence research, our study examines 169 matched-pair survey responses using polynomial regression and response surface analysis. We demonstrate that perceptual congruence on IS service quality between IS professionals and users can have a nonlinear relationship with user satisfaction. We find that greater perceptual congruence is associated with higher user satisfaction and that user satisfaction increases when congruent perceptions of both IS professionals and users are high compared to when they are low. Moreover, the rate in the decrease of user satisfaction away from perfect congruence is dependent on the direction of incongruence, highlighting the importance of developing awareness of congruent perceptions to increase user satisfaction. Implications for research and practice are discussed.

• Item Type: Conference or Workshop Item (Paper)
• Faculties: Munich School of Management > Institute for Digital Management and New Media
• Subjects: 300 Social sciences > 330 Economics
• Place of Publication: Red Hook, NY
• Annotation: ISBN 9781618394729
• Language: English