Information system support (IS-Support): Theoretical development and empirical validation

Abstract

This study proceeds from a central interest in the importance of assessing the IS-Support provided to key-user groups. This study conceptualized a new multidimensional IS-Support construct with four dimensions: training, documentation, assistance and authorisation, which form the overarching construct – IS-Support. We argue that a holistic measure for assessing IS-Support should consist of dimensions, and measures, that together assess the support provided to IS key-user groups. The proposed IS-Support construct is defined as the support that IS key-user groups receive to increase their capabilities in utilizing information systems within the organization. Using a partial least square structural equation modeling (PLS-SEM) approach on data collected from 221 participants, this study rigorously hypothesized and validated the IS-Support model. Implications for research and practitioners as well as insights for future research is discussed.