This dissertation investigates how benefits derive from information systems (IS). Using theory and research from multiple disciplines, including psychology, strategy, and IS, I investigated the roles of system use, perceived information quality and the context of organizational culture in the realization of IS benefits.

The productivity paradox (Brynjolfsson, 1993) suggests a consistent positive relationship between IS use and IS benefits has not been established or explained. Understanding, and resolving, the productivity paradox is paramount to the future of IS. A common explanation for this paradox is the mismanagement of IS resources. This means contextual factors within the organization affect the benefits derived from the IS.

Specific guidelines have been recommended to integrate context specific theorizing in IS research (Hong, Chan, Thong, Chasalow, & Dhillon, 2014). Following these guidelines, I investigate the role of organizational culture in the Information Systems Success Model (ISSM; DeLone &= McLean, 1992; 2003); a model that predicts a significant relationship between perceived information quality and net benefits, through the mediator of system use. I have identified two specific facets of organizational culture as meaningful factors influencing the benefits derived from IS, information sharing attitudes and perceptions of IS strategy. I considered not only direct effects of these factors, but also interplay between factors and alternative models through systematic model trimming. I used a survey to measure model variables, along with secondary data collection in the form of system use logs and individual performance scores.

I found the system use variable to be sensitive to measurement. This sensitivity resulted in two separate and meaningful variables: computer-recorded objective system use and self-reported system use. My results indicated the benefits of IS are related directly to objective system use, but objective system use is not related to any other variables in the model. Interestingly, self-reported system use is related significantly to organizational culture and perceptions of information quality but cannot be linked to objective system use or benefits.