Evaluating Business Intelligence Success in the Public Sector: Extending the DeLone and McLean Model with Perceived Organizational Support

<ns3:p>Background The effectiveness of information systems in enhancing user performance is influenced by various factors, including system quality, service quality, and user satisfaction. Perceived Organizational Support (POS) has been proposed as a moderator in this relationship, though its impact remains underexplored. This study aims to investigate the moderating role of POS on the relationship between system quality, service quality, and user performance, specifically in the context of Approweb, an information system used by account representatives at the Directorate General of Taxes (DGT) in Jakarta. Methods A quantitative research approach with an explanatory design was adopted to examine causal relationships among the variables. The theoretical framework was based on the DeLone and McLean Information System Success Model (2003), with POS incorporated from the socio-technical perspective. Data were collected through a cross-sectional survey from 329 Account Representatives (ARs) using a probability sampling method Results The study found that both system quality and service quality significantly influence user satisfaction and user performance. Moreover, POS was found to significantly moderate the relationship between system quality, service quality, and user performance, enhancing the positive effects of both quality dimensions on performance. These results suggest that organizational support is a key factor in maximizing the benefits of information systems. Conclusions The findings confirm the critical role of system quality, service quality, and POS in improving user performance. POS was shown to amplify the positive effects of both system and service quality, indicating that users are more likely to perform effectively when they perceive strong organizational support. The study contributes to the DeLone and McLean IS Success Model by incorporating POS as a moderating factor and emphasizes the importance of a holistic approach to system success that integrates both technical and social dimensions.</ns3:p>