Exploring the Influence of System Quality, Information Quality, and External Service on BIM User Satisfaction

Abstract

Over the past decade, architecture, engineering and construction (AEC) companies around the world implemented building information modeling (BIM) to enhance their firms’ competitiveness and readjust their business processes. Although substantial efforts have been made to implement BIM, previous research highlighted that implementation of BIM tools has not always resulted in satisfaction by users. Grounded in the literature on information systems and enterprise resource planning user satisfaction, this study tries to evaluate the success of BIM in terms of user satisfaction while controlling for the mediating effect of top-management support. The effects of four factors (i.e., system quality, information quality, external service, and top-management support) on BIM user satisfaction in AEC industries were examined through a survey of BIM users from China. Survey responses were analyzed with the partial least-squares method. The major contribution of this work lies in the findings that information quality, external service, and top-management support have a significant influence on BIM user satisfaction, and system quality did not have a significant influence on BIM user satisfaction. Moreover, top-management support acts as a mediating factor between external service and BIM user satisfaction.