System Quality, Information Quality and Support/Training: Effects on Logistics Process Performance
TL;DR
This study examines the effects of system quality, information quality, and support/training on process performance (EP) based on a 5-point Likert survey administered to professionals and estimates hierarchical multiple regression models with HC3 robust standard errors.
Abstract
In a context of accelerating digitalization of logistics and supply chains, organizations expect information systems (ERP, WMS, TMS) to deliver tangible efficiency gains (shorter lead times, higher productivity, fewer errors). However, such benefits depend less on the mere presence of tools than on perceived system quality, perceived information quality, and the level of support/training provided to users. Drawing on the information systems success literature (DeLone & McLean, 2003; Petter et al., 2008), this study examines the effects of system quality (QS), information quality (QI), and support/training (SF) on process performance (EP). Based on a 5-point Likert survey administered to N = 227 professionals, we estimate hierarchical multiple regression models with HC3 robust standard errors (MacKinnon & White, 1985). Results show positive and significant effects of QS (B = 0.339, p < 0.001), QI (B = 0.402, p < 0.001), and SF (B = 0.204, p = 0.002) on EP in the full model (R2 = 0.506), while tested moderation effects are not significant. Common method bias checks and diagnostic tests (VIF, Breusch-Pagan, Shapiro-Wilk, influential observations) complement the analysis and support the robustness of conclusions.