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

• Main Authors: Marwa Ghanem, Ibrahim Elshaer, Alaa Shaker
• Format: Article
• Language: English
• Published: MDPI AG 2020-05-01
• Series: Sustainability
• Subjects: tourism public sector; trust; IS provider; senior management; IS success theory; satisfaction
• Online Access: https://www.mdpi.com/2071-1050/12/9/3877

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.