Perceived Quality of Information Systems and Logistics Performance: A Behavioral Approach in the Moroccan Pharmaceutical Sector

Abstract

In a context of increasing digitalization of supply chains, this research investigates the impact of perceived information system (IS) quality on logistics performance in the Moroccan pharmaceutical sector. Adopting a behavioral approach, the study incorporates organizational factors (training, user participation, managerial support), usage dimensions (system use and user satisfaction), and a subjective assessment of IS quality. Based on a sample of 279 IS users from 67 organizations, the data were analyzed using the PLS-SEM method. Findings confirm that logistics performance is significantly influenced by perceived IS quality, which itself is built through usage and satisfaction. A key methodological contribution of this study lies in the modeling of “system use” as a formative second-order construct, composed of four operational dimensions. The study highlights the crucial role of human and organizational factors in shaping IS appropriation and enhancing performance in logistics environments.

Classification JEL: M15, L65, M11, L86

Paper type: Empirical Research