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

Author

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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
    Hotel Studies Department, Faculty of Tourism and Hotels, Suez Canal University, 41522 Ismailia, Egypt)

  • Alaa Shaker

    (Department of Tourism and Hospitality, Arts College, King Faisal University, 380 Al-Ahsaa, Saudi Arabia
    Faculty of Tourism and Hotels, Suez Canal University, 41522 Ismailia, Egypt)

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.

Suggested Citation

  • Marwa Ghanem & Ibrahim Elshaer & Alaa Shaker, 2020. "The Successful Adoption of IS in the Tourism Public Sector: The Mediating Effect of Employees’ Trust," Sustainability, MDPI, vol. 12(9), pages 1-18, May.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:9:p:3877-:d:355970
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    References listed on IDEAS

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    Cited by:

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    2. Dung Minh Nguyen & Yen-Ting Helena Chiu & Huy Duc Le, 2021. "Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development," Sustainability, MDPI, vol. 13(14), pages 1-24, July.
    3. Abdullah Almuqrin & Ibrahim Mutambik & Abdulaziz Alomran & Jeffrey Gauthier & Majed Abusharhah, 2022. "Factors Influencing Public Trust in Open Government Data," Sustainability, MDPI, vol. 14(15), pages 1-13, August.
    4. Berrin Arzu Eren, 2024. "Antecedents of robo-advisor use intention in private pension investments: an emerging market country example," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 683-698, September.
    5. Radhwan Sneesl & Yusmadi Yah Jusoh & Marzanah A. Jabar & Salfarina Abdullah, 2022. "Revising Technology Adoption Factors for IoT-Based Smart Campuses: A Systematic Review," Sustainability, MDPI, vol. 14(8), pages 1-27, April.
    6. Alaa M. S. Azazz & Ibrahim A. Elshaer & Marwa Ghanem, 2021. "Developing a Measurement Scale of Opposition in Tourism Public-Private Partnerships Projects," Sustainability, MDPI, vol. 13(9), pages 1-17, April.
    7. Mohammed Abdo Albaom & Fatimah Sidi & Marzanah A. Jabar & Rusli Abdullah & Iskandar Ishak & Nur Anita Yunikawati & Magistyo Purboyo Priambodo & Mohammed Saleh Nusari & Dhakir Abbas Ali, 2022. "The Moderating Role of Personal Innovativeness in Tourists’ Intention to Use Web 3.0 Based on Updated Information Systems Success Model," Sustainability, MDPI, vol. 14(21), pages 1-35, October.
    8. Meqbel M. Aliedan & Abu Elnasr E. Sobaih & Mansour A. Alyahya & Ibrahim A. Elshaer, 2022. "Influences of Distributive Injustice and Job Insecurity Amid COVID-19 on Unethical Pro-Organisational Behaviour: Mediating Role of Employee Turnover Intention," IJERPH, MDPI, vol. 19(12), pages 1-16, June.

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