Applying Importance-Performance Analysis to Information Systems: An Exploratory Case Study

Using an end-user satisfaction survey, the perception of the importance of attributes of information systems was investigated and whether the performance of information systems met the users’ expectations in a company in Malaysia. It was discovered that the end-users were moderately satisfied with the company’s IS performance and that there were gaps between importance and performance on all the systems-related attributes studied. The largest gap pertained to the attributes Understanding Systems, Documentation, and High Availability of Systems. The contribution of the study is in advancing Importance-Performance Analysis applicable to IS research. Ke ywords: information systems performance, information systems importance, end-user satisfaction