The Successful Adoption of IS in the Tourism Public Sector: The Mediating Effect of Employees’ Trust

Marwa Ghanem, Ibrahim Elshaer and Alaa Shaker
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Marwa Ghanem: Tourism Studies Department, Faculty of Tourism and Hotels, Suez Canal University, 41522 Ismailia, Egypt
Ibrahim Elshaer: Department of Management, School of Business, King Faisal University, 380 Al-Ahsaa, Saudi Arabia
Alaa Shaker: Department of Tourism and Hospitality, Arts College, King Faisal University, 380 Al-Ahsaa, Saudi Arabia

Sustainability, 2020, vol. 12, issue 9, 1-18

Abstract: There have been many attempts to understand the role of trust in the success of Information Systems (IS), but they have mainly studied users’ trust in IS themselves in online contexts, with little attention being paid to other possible trust types and organizational IS contexts. Also, there is a dearth of research on the topic in relation to tourism context and developing countries in general. This study examines the mediating role of three types of trust (management-based, provider-based, and system-based trust) in the relationship between tourism IS qualities (system, information, and service quality) with employees’ satisfaction and the intention to and actual use of a system. Perceptions were tested with data from 200 employees in the public sector of the Egyptian tourism industry using structural equation modeling. The results revealed that trust directly affects intention to use/use and user satisfaction, and it completely mediates the effect of the IS qualities on the intention to use/use and user satisfaction. This study draws attention to the requirement of investigating different types of trust to better understand its impact on tourism IS adaptation in developing countries.

Keywords: tourism public sector; trust; IS provider; senior management; IS success theory; satisfaction; intention to use (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (8)

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