How system quality influences mobile BI use: The mediating role of engagement

•We explored the relationship between a utilitarian view of an IS and its use in the mobile BI context.•We introduce engagement to broaden our understanding of the system quality–m-BI use relationship.•We show how mobile BI system quality influences mobile BI use through different levels of user engagement.•Findings contribute to the understanding of the complexity of IS use involving mobile technologies.

Despite the recognized value that mobile BI (m-BI) brings to firms, our understanding of the use of m-BI and its determinants are limited. In this study, we suggest that m-BI system quality characteristics may be among the factors that influence m-BI use. Yet, in the information systems (IS) literature there is mixed support for the relationship between system quality and system use at the individual level. Given there is research suggesting that engaged users are an indication of the technology’s success, we believe that ‘engagement’ may be the key to understanding the relationship discrepancy between system quality and use. To address this gap, we conducted a quantitative study of key informants who use m-BI, to understand what the key m-BI capabilities are and other success dimensions perceived as important by users. The results indicate that m-BI system quality attributes affect m-BI use indirectly through engagement, with this finding contributing to understanding of the complexity of IS use in mobile technologies.