A Qualitative Study of the Role of Change Management in Shaping User Satisfaction with Information Systems in Moroccan Retail Banks

This article analyzes the influence of change management on user satisfaction with information systems in Moroccan retail banks. Based on a literature review and semi-structured interviews conducted with banking personnel, it proposes a conceptual model grounded in a socio-technical approach and inspired by the Information Systems Success Model (ISSM) of DeLone and McLean (2003) to capture the perceived success of banking information systems. This exploratory qualitative research relies on the analysis of fourteen interviews with branch managers and customer advisors. Data analysis using NVivo identified key variables determining user satisfaction: change management, system quality, service quality, information quality and information system use. The results indicate that user satisfaction, as a central and perceptual variable, measures the perceived success of the information system and is strongly conditioned by the quality of change management. In particular, effective communication, appropriate training, management commitment, and user involvement are essential levers to ensure the adoption and performance of banking information systems in the context of rapid digital transformation.