Increased organizational dependence on information systems drives management attention
towards improving information systems’ quality. A recent survey shows that ‘‘Improve IT
quality” is one of the top concerns facing IT executives. As IT quality is a multidimensional
measure, it is important to determine what aspects of IT quality are critical to organizations
to help Chief Information Officers (CIOs) to devise effective IT quality improvement strategies.
In this research, we model the relationship between information systems’ (IS) quality
and organizational impact. We hypothesize greater organizational impact in situations in
which system quality, information quality and service quality are high. We also hypothesize
a positive relationship between system quality and information quality.Wetest our hypotheses
using survey data. Our structural equation model exhibits a good fit with the observed
data. Our results show that IS service quality is the most influential variable in this model
(followed by information quality and system quality), thus highlighting the importance of
IS service quality for organizational performance. This paper contributes theoretically to IS
success models through the system quality-to-information quality and IS quality-to-organizational
impact links. Implications of our results for practice and research are discussed.