A comparative analysis of DSS user-friendliness and effectiveness

Both researchers and practitioners consider usability of decision support systems (DSS) to be the most important feature that an effective DSS should possess. The buzzword 'user-friendly' is so overused by vendors and system designers that it has almost lost its meaning. In this era when DSSs are deployed by organizations towards strategic ends, it makes sense to determine at what price userfriendliness should be obtained. The main purpose of this study was to determine empirically whether user-friendliness is indeed associated with DSS effectiveness. Results from a mail survey of 201 DSS users indicated that user-friendliness has a positive association with decision quality and overall satisfaction, but has no significant relationship with time savings and cost effectiveness. The results also indicate that user-friendliness may hinder productivity. This finding has some implications for DSS designers/developers and researchers. Overall, the findings suggest that while user-friendliness is highly desirable of a DSS, it does not contribute to DSS effectiveness in terms of some of the major measures - time savings, productivity, and overall cost effectiveness.

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

[2]  Jeffrey E. Kottemann,et al.  A Study of the Relationship Between Decision Model Naturalness and Performance , 1989, MIS Q..

[3]  Fred D. Davis.  Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology , 1989, MIS Q..

[4]  Daniel J. Power,et al.  AN EMPIRICAL ASSESSMENT OF COMPUTER‐ASSISTED DECISION ANALYSIS* , 1986 .

[5]  Roy Radner,et al.  On the allocation of effort , 1975 .

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

[7]  John L. Bennett,et al.  Building Decision Support Systems , 1983 .

[8]  R. Hogarth,et al.  BEHAVIORAL DECISION THEORY: PROCESSES OF JUDGMENT AND CHOICE , 1981 .

[9]  Mwp Martin Savelsbergh,et al.  Behind the screen: DSS from an OR point of view , 1988, Decis. Support Syst..

[10]  Ephraim R. McLean,et al.  The Effects of Using a Nonprocedural Computer Language on Programmer Productivity , 1985, MIS Q..

[11]  A. Bandura.  Self-efficacy mechanism in human agency , 2024, Psihologìâ ì suspìlʹstvo.

[12]  P. Keen.  Value Analysis: Justifying Decision Support Systems , 1993 .

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

[14]  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 .

[15]  Spyros Makridakis,et al.  Forecasting and Planning: An Evaluation , 1981 .

[16]  Peter G. W. Keen,et al.  Invited Article: Value Analysis: Justifying Decision Support Systems , 1981, MIS Q..

[17]  A. V. D. Ven,et al.  Measuring And Assessing Organizations , 1980 .

[18]  J. Miller,et al.  Measuring the Effectiveness of Computer-Based Information Systems in the Financial Services Sector , 1987, MIS Q..

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