IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v9y2025issue-8p559-574.html

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
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-9-issue-8/559-574.pdf
    Download Restriction: no
    File URL: https://rsisinternational.org/journals/ijriss/articles/a-qualitative-study-of-the-role-of-change-management-in-shaping-user-satisfaction-with-information-systems-in-moroccan-retail-banks/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    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. Rajiv Sabherwal & Anand Jeyaraj & Charles Chowa, 2006. "Information System Success: Individual and Organizational Determinants," Management Science, INFORMS, vol. 52(12), pages 1849-1864, December.
    3. 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.
    4. Torkzadeh, G. & Doll, W. J., 1999. "The development of a tool for measuring the perceived impact of information technology on work," Omega, Elsevier, vol. 27(3), pages 327-339, June.
    5. 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.
    6. 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.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sun, Jonghak & Teng, James T.C., 2017. "The construct of information systems use benefits: Theoretical explication of its underlying dimensions and the development of a measurement scale," International Journal of Information Management, Elsevier, vol. 37(5), pages 400-416.
    2. Morteza Ghobakhloo & Sai Hong Tang, 2015. "Information system success among manufacturing SMEs: case of developing countries," Information Technology for Development, Taylor & Francis Journals, vol. 21(4), pages 573-600, October.
    3. Jong Uk Kim & Rajiv Kishore, 2019. "Do we Fully Understand Information Systems Failure? An Exploratory Study of the Cognitive Schema of IS Professionals," Information Systems Frontiers, Springer, vol. 21(6), pages 1385-1419, December.
    4. Nurlia Dewi & Willy Abdillah & Muhartini Salim & Slamet Widodo, 2021. "The Role of Leadership in Implementation Public Information System of Local Government Institutions in Indonesia," International Review of Management and Marketing, Econjournals, vol. 11(6), pages 1-9.
    5. Nripendra P. Rana & Yogesh K. Dwivedi & Michael D. Williams & Vishanth Weerakkody, 2015. "Investigating success of an e-government initiative: Validation of an integrated IS success model," Information Systems Frontiers, Springer, vol. 17(1), pages 127-142, February.
    6. Jeewon Cho & Insu Park, 2022. "Does Information Systems Support for Creativity Enhance Effective Information Systems Use and Job Satisfaction in Virtual Work?," Information Systems Frontiers, Springer, vol. 24(6), pages 1865-1886, December.
    7. Barbara H. Wixom & Peter A. Todd, 2005. "A Theoretical Integration of User Satisfaction and Technology Acceptance," Information Systems Research, INFORMS, vol. 16(1), pages 85-102, March.
    8. Yogesh K. Dwivedi & David Wastell & Sven Laumer & Helle Zinner Henriksen & Michael D. Myers & Deborah Bunker & Amany Elbanna & M. N. Ravishankar & Shirish C. Srivastava, 2015. "Research on information systems failures and successes: Status update and future directions," Information Systems Frontiers, Springer, vol. 17(1), pages 143-157, February.
    9. Yeun-su Choi & Seung-zoon Lee & Jeongil Choi, 2025. "A Study on Factors Influencing Continuous Usage Intention of Chatbot Services in South Korean Financial Institutions," IJFS, MDPI, vol. 13(2), pages 1-18, April.
    10. Stockdale, Rosemary & Standing, Craig, 2006. "An interpretive approach to evaluating information systems: A content, context, process framework," European Journal of Operational Research, Elsevier, vol. 173(3), pages 1090-1102, September.
    11. Vicki McKinney & Kanghyun Yoon & Fatemeh “Mariam” Zahedi, 2002. "The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach," Information Systems Research, INFORMS, vol. 13(3), pages 296-315, September.
    12. Kamilah Kamaludin & Kamil Zaki Kamaludin, 2017. "User Acceptance of the Human Resource Information System: A Study of a Private Hospital in Malaysia," International Review of Management and Marketing, Econjournals, vol. 7(2), pages 207-217.
    13. Sylvie Michel & Radouane Abdoune & Arnaud Lacan & Marc Ohana, 2025. "L’évaluation des Systèmes d’Information dans le secteur des assurances : le rôle déterminant de la qualité de l’information," Post-Print hal-05438591, HAL.
    14. Dani Safaa & Faridi Mohamed, 2020. "The factors of acceptance and use of HRIS," Technium Social Sciences Journal, Technium Science, vol. 9(1), pages 397-404, July.
    15. Brown, Susan A. & Venkatesh, Viswanath & Kuruzovich, Jason & Massey, Anne P., 2008. "Expectation confirmation: An examination of three competing models," Organizational Behavior and Human Decision Processes, Elsevier, vol. 105(1), pages 52-66, January.
    16. Abdullah Almuqrin & Ibrahim Mutambik & Abdulaziz Alomran & Justin Zuopeng Zhang, 2023. "Information System Success for Organizational Sustainability: Exploring the Public Institutions in Saudi Arabia," Sustainability, MDPI, vol. 15(12), pages 1-25, June.
    17. Nils Urbach & Stefan Smolnik & Gerold Riempp, 2009. "The State of Research on Information Systems Success," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 1(4), pages 315-325, August.
    18. Hadziroh Ibrahim & Nur Zahiyah Othman, 2014. "The Influence of Techno stress and Organizational-Is Related Support on User Satisfaction in Government Organizations: A Proposed Model and Literature Review," Information Management and Business Review, AMH International, vol. 6(2), pages 63-71.
    19. Rajiv Sabherwal & Anand Jeyaraj & Charles Chowa, 2006. "Information System Success: Individual and Organizational Determinants," Management Science, INFORMS, vol. 52(12), pages 1849-1864, December.
    20. Kwahk, Kee-Young & Ahn, Hyunchul & Ryu, Young U., 2018. "Understanding mandatory IS use behavior: How outcome expectations affect conative IS use," International Journal of Information Management, Elsevier, vol. 38(1), pages 64-76.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:9:y:2025:issue-8:p:559-574. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.