Measuring Information Systems Success: A Comment on the Use of Perceptions

Information System success is difficult to measure directly. Because of the influence of non-controllable variables, it actually seems to be impossible to directly compute or determine the contribution of Information Systems to organizational performance, or to overall organizational effectiveness. As an alternative, perception of system success is often used as a surrogate measure. However, this raises the question of the validity of this surrogate measure. In this chapter, the authors describe a survey aiming to investigate the validity of this surrogate measure. Results show that there is reason to doubt the usefulness and validity of surrogate measures for objective system success.

[1]  Marjolein C.J. Caniëls,et al.  The effects of Project Management Information Systems on decision making in a multi project environment , 2012 .

[2]  Jon B. Woodroof,et al.  Satisfaction/dissatisfaction: are users predisposed? , 2003, Inf. Manag..

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

[4]  William L. Fuerst,et al.  Information technology and sustained competitive advantage: a resource-based analysis , 1995 .

[5]  Rob J. Kusters,et al.  On the Business Impact of Software Process Improvement , 2002, COMPSAC.

[6]  Ian Richardson,et al.  Diagnosing information systems success: importance-performance maps in the health club industry , 2001, Inf. Manag..

[7]  Carol Stoak Saunders,et al.  Measuring Performance of the Information Systems Function , 1992, J. Manag. Inf. Syst..

[8]  Godwin J. Udo,et al.  Factors affecting decision support system benefits , 1992, Inf. Manag..

[9]  Timo Saarinen,et al.  An expanded instrument for evaluating information system success , 1996, Inf. Manag..

[10]  Fred D. Davis,et al.  User Perceptions of Decision Support Effectiveness: Two Production Planning Experiments * , 1994 .

[11]  William J. Doll,et al.  Developing a multidimensional measure of system-use in an organizational context , 1998, Inf. Manag..

[12]  John D. C. Little,et al.  BRANDAID: A Marketing-Mix Model, Part 1: Structure , 1975, Oper. Res..

[13]  Louis Raymond,et al.  Marketing Information Systems Practices in Small Manufacturing Firms: Antecedents and Consequences , 2001, J. Comput. Inf. Syst..

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

[15]  Roger McHaney,et al.  A validation of the end-user computing satisfaction instrument in Taiwan , 2002, Inf. Manag..

[16]  Blake Ives,et al.  User Involvement and MIS Success: A Review of Research , 1984 .

[17]  Johannes Liebach Luneborg,et al.  Customer-focused Technology and Performance in Small and Large Banks , 2003 .

[18]  Eldon Y. Li.  Marketing information systems in small companies , 1997 .

[19]  C. Carl Pegels,et al.  Managerial information system success factors within the cultural context of North America and a former Soviet Republic , 2001, J. Strateg. Inf. Syst..

[20]  Maarten Gelderman,et al.  Task difficulty, task variability and satisfaction with management support systems , 2002, Inf. Manag..

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

[22]  Theophanis C. Stratopoulos,et al.  Does the market recognize IT-enabled competitive advantage? , 2003, Inf. Manag..

[23]  Frank F. Land,et al.  Moving IS evaluation forward: learning themes and research issues , 1999, J. Strateg. Inf. Syst..

[24]  Gary Klein,et al.  IS service performance: self-perceptions and user perceptions , 2001, Inf. Manag..

[25]  Christian Wagner,et al.  Critical success factors revisited: success and failure cases of information systems for senior executives , 2001, Decis. Support Syst..

[26]  John Ingham,et al.  Why do people use information technology? A critical review of the technology acceptance model , 2003, Inf. Manag..

[27]  Mayuram S. Krishnan,et al.  An empirical analysis of customer satisfaction for Intranet marketing systems , 1998, Decis. Support Syst..

[28]  Charles E. Downing,et al.  System usage behavior as a proxy for user satisfaction: an empirical investigation , 1999, Inf. Manag..

[29]  Scott Hamilton,et al.  Evaluating Information Systems Effectiveness - Part I: Comparing Evaluation Approaches , 1981, MIS Q..

[30]  Ingoo Han,et al.  Performance measure of information systems (IS) in evolving computing environments: an empirical investigation , 2003, Inf. Manag..

[31]  Fred D. Davis,et al.  User Acceptance of Computer Technology: A Comparison of Two Theoretical Models , 1989 .

[32]  William J. Doll,et al.  The place and value of documentation in end-user computing , 1993, Inf. Manag..

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

[34]  Detmar W. Straub,et al.  Measuring System Usage: Implications for IS Theory Testing , 1995 .

[35]  Lorin M. Hitt,et al.  Productivity, Business Profitability, and Consumer Surplus: Three Different Measures of Information Technology Value , 1996, MIS Q..

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

[37]  John L. Bennett,et al.  User-oriented graphics systems for decision support in unstructured tasks , 1976, UODIGS '76.

[38]  Barbara D. Klein,et al.  User evaluations of IS as surrogates for objective performance , 2000, Inf. Manag..

[39]  Maarten Gelderman,et al.  The relation between user satisfaction, usage of information systems and performance , 1998, Inf. Manag..

[40]  D. Sandy Staples,et al.  Dimensions of Information Systems Success , 1999, Commun. Assoc. Inf. Syst..

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

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

[43]  Sid L. Huff,et al.  Implementing Decision Support Systems: Correlates Of User Satisfaction And System Usage , 1990 .

[44]  Peter G. W. Keen,et al.  Information systems and organizational change , 1990, CACM.

[45]  Gordon B. Davis,et al.  A Framework for Research in Computer-Based Management Information Systems , 1980 .

[46]  Ali F. Farhoomand,et al.  A structural model of end user computing satisfaction and user performance , 1996, Inf. Manag..

[47]  Maryam Alavi,et al.  Revisiting DSS Implementation Research: A Meta-Analysis of the Literature and Suggestions for Researchers , 1992, MIS Q..

[48]  Shailendra C. Palvia,et al.  An experimental investigation of factors influencing predicted success in DSS implementation , 1995, Inf. Manag..