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A Qualitative Study of the Role of Change Management in Shaping User Satisfaction with Information Systems in Moroccan Retail Banks

Author

Listed:
  • Imad-dine BAZINE

    (Abdelmalek Essaâdi University, National School of Business and Management, Tangier, Morocco)

  • Ikrame EL-ABBADI

    (Hassan II University, National School of Art and Design, Casablanca, Morocco)

  • My Abdelouhab SALAHDDINE

    (Abdelmalek Essaâdi University, National School of Business and Management, Tangier, Morocco)

Abstract

This article analyzes the influence of change management on user satisfaction with information systems in Moroccan retail banks. Based on a literature review and semi-structured interviews conducted with banking personnel, it proposes a conceptual model grounded in a socio-technical approach and inspired by the Information Systems Success Model (ISSM) of DeLone and McLean (2003) to capture the perceived success of banking information systems. This exploratory qualitative research relies on the analysis of fourteen interviews with branch managers and customer advisors. Data analysis using NVivo identified key variables determining user satisfaction: change management, system quality, service quality, information quality and information system use. The results indicate that user satisfaction, as a central and perceptual variable, measures the perceived success of the information system and is strongly conditioned by the quality of change management. In particular, effective communication, appropriate training, management commitment, and user involvement are essential levers to ensure the adoption and performance of banking information systems in the context of rapid digital transformation.

Suggested Citation

  • Imad-dine BAZINE & Ikrame EL-ABBADI & My Abdelouhab SALAHDDINE, 2025. "A Qualitative Study of the Role of Change Management in Shaping User Satisfaction with Information Systems in Moroccan Retail Banks," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(8), pages 559-574, August.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-8:p:559-574
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    References listed on IDEAS

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    1. Peter B. Seddon, 1997. "A Respecification and Extension of the DeLone and McLean Model of IS Success," Information Systems Research, INFORMS, vol. 8(3), pages 240-253, September.
    2. Marie-Laure Gavard-Perret & D. Gotteland & C. Haon & A. Jolibert, 2008. "Méthodologie de la recherche : Réussir son mémoire ou sa thèse en sciences de gestion," Post-Print halshs-00355220, HAL.
    3. Rajiv Sabherwal & Anand Jeyaraj & Charles Chowa, 2006. "Information System Success: Individual and Organizational Determinants," Management Science, INFORMS, vol. 52(12), pages 1849-1864, December.
    4. William H. DeLone & Ephraim R. McLean, 1992. "Information Systems Success: The Quest for the Dependent Variable," Information Systems Research, INFORMS, vol. 3(1), pages 60-95, March.
    5. James E. Bailey & Sammy W. Pearson, 1983. "Development of a Tool for Measuring and Analyzing Computer User Satisfaction," Management Science, INFORMS, vol. 29(5), pages 530-545, May.
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