Confidence in the Implementation Process of a New Information System

The perceived likelihood that a new system will be able to support the transaction processing and decision‐making needs of an organization can enhance the confidence in an information system. The objective of this paper is to examine antecedent constructs (training, communication, top management support, and change management) that can enhance or diminish a user's confidence in a new information system for a large financial services organization, as it is phased in over time. Using structural equation modeling techniques, the relationships of these antecedents to confidence are analyzed. The structural model fits the data well and the model explains approximately 80 percent of the variance of confidence. In general, these antecedents affect confidence in the new system. We further find that change management, during the implementation process, partially mediates the effect of the other three antecedents and that this mediating effect changes significantly between groups of implementers.