Assessing the Impact From Information Systems Quality

The quality of information systems (IS) has been considered by many as critically important for companies to derive a return on their investments in IS technology. The literature contains many studies addressing the factors likely to lead to a host of surrogate measures of system success (that is, user satisfaction, usage, business benefits), but relatively few that attempt to assess the relationship of system quality and its main outcomes. The objective of this study is to explore the relationships of system quality with possible outcomes that have been proposed separately by different researchers. Specifically, the authors propose and test a more integrative model, which includes system quality as a determinant of the extent of system usage, the benefits derived from the system, and the system impact on the user's jobs. A sample of 228 systems was used to statistically test the proposed relationships. The results corroborate the importance of system quality as a determinant of system usage, company benefits derived from the system, and the system impact on the user's job. Last, managerial recommendations and opportunities for further research are discussed.

[1]  James R. Evans,et al.  The management and control of quality , 1989 .

[2]  Ananth Srinivasan,et al.  Alternative Measures of Systems Effectiveness: Associations and Implications , 1985, MIS Q..

[3]  Stephen B. Sloane,et al.  The Use of Artificial Intelligence by the United States Navy: Case Study of a Failure , 1991, AI Mag..

[4]  William J. Doll,et al.  The Measurement of End-User Computing Satisfaction , 1988, MIS Q..

[5]  Dennis F. Galletta,et al.  Some Cautions on the Measurement of User Information Satisfaction , 1989 .

[6]  Jill Smith Slater,et al.  SIM Paper Competition: The Application Software Factory: Applying Total Quality Techniques to Systems Development , 1991, MIS Q..

[7]  B. Brabander,et al.  Successful Information System Development in Relation to Situational Factors Which Affect Effective Communication Between MIS-Users and EDP-Specialists , 1984 .

[8]  James F. Courtney,et al.  A Field Study of Organizational Factors Influencing DSS Success , 1985, MIS Q..

[9]  Iris Vessey,et al.  The Effect of User Involvement on System Success: A Contingency Approach , 1988, MIS Q..

[10]  Tor Guimaraes,et al.  The Determinants of DSS Success: An Integrated Model* , 1992 .

[11]  Michael J. Ginzberg,et al.  Decision Support Systems: Issues and Perspectives , 1982 .

[12]  Susan T. Dumais,et al.  Computerization, productivity, and quality of work-life , 1989, CACM.

[13]  James C. Wetherbe,et al.  Service Support Levels: An Organizational Approach to End-User Computing , 1986, MIS Q..

[14]  Denis M. S. Lee.  Usage Patterns and Sources of Assistance for Personal Computer Users , 1986, MIS Q..

[15]  M. Lynne Markus,et al.  Power, politics, and MIS implementation , 1987, CACM.

[16]  Paul H. Cheney,et al.  Concepts, Theory, and Techniques: FACTORS AFFECTING THE PERCEIVED UTILIZATION OF COMPUTER-BASED DECISION SUPPORT SYSTEMS IN THE OIL INDUSTRY , 1982 .

[17]  C. Schewe.  The Management Information System User: An Exploratory Behavioral Analysis , 1976 .

[18]  Paul S. Goodman,et al.  The Human Side of Robotics: How Worker's React to a Robot , 1986 .

[19]  Tor Guimaraes,et al.  Important human factors for systems development success: a user focus , 2004 .

[20]  Terry Anthony Byrd,et al.  Implementation and Use of Expert Systems in Organizations: Perceptions of Knowledge Engineers , 1992, J. Manag. Inf. Syst..

[21]  Charles A. Gallagher.  Perceptions of the Value of a Management Information System , 1974 .

[22]  Peter G. W. Keen,et al.  Decision support systems : an organizational perspective , 1978 .

[23]  T. Bikson,et al.  Computer-mediated work: individual and organizational impact in one corporate headquarters , 1985 .

[24]  Arthur G. Money,et al.  The Quantification of Decision Support Benefits Within the Context of Value Analysis , 1988, MIS Q..

[25]  Jon Hartwick,et al.  The Impact of Automated Office Systems on Middle Managers and Their Work , 1987, MIS Q..

[26]  Blake Ives,et al.  The measurement of user information satisfaction , 1983, CACM.

[27]  John Hulland,et al.  Use of partial least squares (PLS) in strategic management research: a review of four recent studies , 1999 .

[28]  Arun Rai,et al.  Assessing the Validity of IS Success Models: An Empirical Test and Theoretical Analysis , 2002, Inf. Syst. Res..

[29]  Ephraim R. McLean,et al.  The DeLone and McLean Model of Information Systems Success: A Ten-Year Update , 2003, J. Manag. Inf. Syst..

[30]  Peter B. Seddon.  A Respecification and Extension of the DeLone and McLean Model of IS Success , 1997, Inf. Syst. Res..

[31]  Izak Benbasat,et al.  An evaluation of empirical research in managerial support systems , 1990, Decis. Support Syst..

[32]  Daniel Robey,et al.  User Attitudes and Management Information System Use , 1979 .

[33]  Henri Barki,et al.  Explaining the Role of User Participation in Information System Use , 1994 .

[34]  Tor Guimaraes,et al.  Exploring the Factors Associated with Expert Systems Success , 1995, MIS Q..

[35]  Wynne W. Chin.  Partial least squares for IS researchers: an overview and presentation of recent advances using the PLS approach , 2000, ICIS.

[36]  Alexander M. Maish.  A User's Behavior Toward His MIS , 1979, MIS Q..

[37]  H OlsonMargrethe,et al.  An empirical study of the impact of user involvement on system usage and information satisfaction , 1986 .

[38]  Louis Raymond,et al.  Organizational Characteristics and MIS Success in the Context of Small Business , 1985, MIS Q..

[39]  D. Larcker,et al.  PERCEIVED USEFULNESS OF INFORMATION: A PSYCHOMETRIC EXAMINATION* , 1980 .

[40]  Henri Barki,et al.  Rethinking the Concept of User Involvement , 1989, MIS Q..

[41]  Tor Guimaraes,et al.  Assessing User Computing Effectiveness: An Integrated Model , 1997 .

[42]  T. Thrall.  Work redesign. , 2003, Hospitals & health networks.

[43]  Radhika Santhanam,et al.  An empirical investigation of ODSS impact on individuals and organizations , 2000, Decis. Support Syst..

[44]  I. Ajzen,et al.  Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research , 1977 .

[45]  John J. Sviokla.  An examination of the impact of expert systems on the firm: the case of XCON , 1990 .

[46]  Paul H. Cheney,et al.  Training End Users: An Exploratory Study , 1987, MIS Q..

[47]  C. Fornell,et al.  Evaluating structural equation models with unobservable variables and measurement error. , 1981 .

[48]  G. Dickson,et al.  Organizational Characteristics and Information Systems: An Exploratory Investigation , 1982 .

[49]  Sammy W. Pearson,et al.  Development of a Tool for Measuring and Analyzing Computer User Satisfaction , 1983 .

[50]  Ramesh Sharda,et al.  Decision support system effectiveness: a review and an empirical test , 1988 .

[51]  Tor Guimaraes,et al.  Measuring top management satisfaction with the MIS department , 1988 .

[52]  Wanda J. Orlikowski,et al.  A Short Form Measure of User Information Satisfaction: A Psychometric Evaluation and Notes on Use , 1987, J. Manag. Inf. Syst..

[53]  Magid Igbaria,et al.  Microcomputer applications: An empirical look at usage , 1989, Inf. Manag..

[54]  I. Ajzen,et al.  Attitude-behavior relations: A theoretical analysis and review of empirical research. , 1977 .

[55]  W. Doll,et al.  A discrepancy model of end-user computing involvement , 1989 .

[56]  Amy W. Gatian.  Is user satisfaction a valid measure of system effectiveness? , 1994, Inf. Manag..

[57]  Tor Guimaraes,et al.  Assessing Expert Systems Impact on Users' Jobs , 1995, J. Manag. Inf. Syst..

[58]  Ann-Marie K. Baronas,et al.  Restoring a Sense of Control During Implementation: How User Involvement Leads to System Acceptance , 1988, MIS Q..

[59]  Ephraim R. McLean,et al.  Information Systems Success: The Quest for the Dependent Variable , 1992, Inf. Syst. Res..

[60]  Jane M. Howell,et al.  Personal Computing: Toward a Conceptual Model of Utilization , 1991, MIS Q..

[61]  P G Keen,et al.  Computer-based decision aids: the evaluation problem. , 2011, Sloan management review.