Understanding user perceptions of information systems success

Journal of Strategic Information Systems

Volumn 6, Issue 1, 1997, Pages 35-68

  Whyte, Grafton ^a   Bytheway, Andy ^a   Edwards, Chris ^a  

^a CRANFIELD UNIVERSITY   (United Kingdom)

Author keywords

Information systems service management; User perceptions; User satisfaction

Indexed keywords

EID: 0002005711     PISSN: 09638687     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0963-8687(96)01054-2     Document Type: Article

References (58)

1. Bailey, J.E., Pearson, S.A., 1983. Development of a tool for measuring and analyzing computer user satisfaction. Management Science 29 (5), 530-545.
2. Brooks Jr., F.P., 1975. The mythical man-month. Datamation (Dec.), 44-52.
3. Butler Cox Foundation, 1986. Information Technology: Value for Money. CSC Index, London.
4. Carroll, A.B., 1982. Behavioural Aspects of Developing Computer Based IS. Business Horizons (Jan.-Feb.), 42-51.
5. Chandler, J.S., Holzer, H.P., 1986. A Contingency Approach to Planning and Control of the MIS Function. pp. 115-149.
6. DeLone, W.H., McLean, E.R., 1992. Information systems success: the quest for the dependent variable. IS Research 3 (1), 60-95.
7. Doll, W.J., 1985. Avenues for top management involvement in successful MIS development. MIS Quarterly (Mar.), 17-35.
8. Doll, W.J., Torkzadeh, G., 1988. The measurement of end-user computing satisfaction: theoretical and methodological issues. MIS Quarterly 12 (2), 258-274.
9. Doll, W.J., Torkzadeh, G., 1991. The measurement of end-user computing satisfaction: theoretical and methodological issues. MIS Quarterly 15(1), 5-10..
10. Eosys Ltd, 1986. Top Executives and Information Technology: Disappointed Expectations, Eosys Consultancy Ltd.
11. Fransella, F., Bannister D, 1977. A Manual for Repertory Grid Technique. Academic Press, New York.
12. Galloway, R.L., Whyte, G.A., 1989. The information systems function as a service operation. International Journal of Operations and Production Management 9 (4), 19-27.
13. Ginzberg, M.J., 1980. An organisational contingencies view of accounting and information systems. Implementation Accounting, Organisations and Society 5 (4), 369-382.
14. Gronroos, C., 1983. Strategic Management and Marketing in the Service Sector. Chartwell-Bratt Ltd, Helsinki.
15. Gronroos, C., 1988. Service quality: the six criteria of good perceived service qualities. Review of Business 9 (3), 10-13.
16. Haywood-Farmer, J., Stuart, F.I., 1988. The management of service operations. In: Johnston, R. (Ed.), Proceedings of the 3rd Annual International Conference of the UK, Warwick University. Operations Management Association, pp. 207-220.
17. Hughes, M.W., 1986. Why projects fail: the effects of ignoring the obvious. Industrial Engineering (April), 14-18.
18. Huling, J., 1987. Tools of the trade: is CASE really a cure-all. Computerworld (20 April), 73-86.
19. Illes, M., 1990. Methods vs people software. Management Magazine (June).
20. Ives, B., Olson, M.H., Baroudi, J.J., 1983. The measurement of user information satisfaction. Communications of the ACM 26 (10), 785-793.
21. Jones, L.H., Kydd, C.T., 1988. An Information Processing Framework for Understanding Success and Failure of MIS Development Methodologies. North-Holland Information and Management 15, 263-271.
22. Kaniper, C.A., 1986. Prototyping: new tools for cutting through the applications backlog. Computer World Focus 43-46.
23. Keen, J., 1987. Managing Systems Development, 2nd ed. Wiley, Chichester.
24. Kelly, G.A., 1955. The psychology of personal constructs, vols. 1 and 2. Norton, New York.
25. Kuzman, R.J., 1989. Managing very large systems development efforts. Journal of Systems Management (Jan.), 10-14.
26. Kydd, C.T., 1989. Understanding the information content in MIS management tools. MIS Quarterly 13 (3) (Sept.), 277-289.
27. Kyu Kim, K., 1990. User information satisfaction: toward conceptual clarity. Proceedings of the 11th International Conference on Information Systems, December, pp. 183-191..
28. Lucas Jr., H.C., 1990. Information System Concepts for Management. McGraw-Hill, New York.
29. Lyytinen, K., 1988. Expectation failure concept and systems analysts' view of information system failures: results of an exploratory study. North-Holland Information and Management 14, 45-56.
30. Magal, S.R., 1991. A model for evaluating information centre success. Journal Management Information Systems 8 (1), 91-106.
31. McFarlan, F.W., 1984. Information technology changes the way you compete. Harvard Business Review (May-June).
32. Melone, N.P., 1990. A theoretical assessment of the user-satisfaction construct in information systems research. Management Science 36 (1), 76-91.
33. Miller, J., 1989. Information systems effectiveness: the fit between business needs and system capabilities. Proceedings of the 10th International Conference on IS, Boston, MA, 4-6 December 1989, pp. 273-288.
34. Morreale, R., 1985. Project planning and control. Data Processing 27 (3), 19-21.
35. Necco, C.R., 1989. Evaluating methods of systems development: a management survey. Journal of Information Systems Management (Winter), 8-16.
36. Normann, R., 1984. Service management: strategy and leadership in service business. Wiley, Chichester.
37. Parasuraman, A., Berry, L.L., Zeithaml, V.A., 1988. SERVQUAL: a multiple-item scale measuring consumer perceptions of quality. Journal of Retailing 64 (1), 12-40.
38. Pinto, J.K., Slevin, D.P., 1987. Critical factors in successful project implementation. IEEE Transactions on Engineering Management vol EM-34 (1), 22-27.
39. Rademacher, R.A., 1989. Critical factors for systems success. Journal of Systems Management (June), 15-17.
40. Remenyi, D.S.J., Money, A.H., 1994. Service quality and correspondence analysis in determining problems with the effective use of computer services. European Journal of Information Systems 3 (1), 2-12.
41. Rivard, S., Huff, S.L., 1988. Factors of success for end-user computing. Communications of the ACM 31 (5), 552-561.
42. Russell, N., Muskett, S., 1993. Reaping the benefits of a responsive IT department. Journal of Information Technology 8, 50-57.
43. Sasser, W.E., Olsen, R.P., Wyckoff, D.D, 1978. Management of Service Operations. Allyn & Bacon, Boston, MA.
44. Simon, J., Davenport, T., 1987. Managing Information Technology: System Development. HBS Case Services N9-189-132, Harvard University.
45. Skyrme, D.J., Earl, M.J., 1990. Hybrid managers: what should you do. Computer Bulletin 2 (4), series iv.
46. Smith, M., 1986. An introduction to repertory grids parts 1 and 2. Graduate Management Research (Spring/ Summer), 4-17, 4-24.
47. Srinivasan, A., 1985. Alternative measures of effectiveness: associations and implications. MIS Quarterly (Sept.), 243-253.
48. Tait, P., Vessey, I., 1988. The effect of user involvement on system success: a contingency approach. MIS Quarterly (March), 12 (1) 91-107.
49. Viskovich, F., 1988. From anarchy to architecture. Computer World (Apr.), 73-78.
50. Voss, C., Armistead, C., Johnston, B., Morris, B., 1985. Operations Management in Service Industries and the Public Sector. Wiley, Chichester.
51. Vyakarnam S, 1989. Introduction to personal construct theory for application in management. Graduate Management Research (Summer).
52. Ward, J.M., 1987. Integrating information systems and business strategies. Long Range Planning (June).
53. Watson, R., Pitt, L., Cunningham, C., Nel, D., 1993. User satisfaction and service quality of the IS department: closing the gaps. Journal of Information Technology 8, 257-265.
54. Whyte, G.A., 1987. Service Operations and Internal Information Systems Groups. MBA Research Project, University of Westminster.
55. Whyte, G.A., Bytheway, A.J., 1996. Factors affecting information systems success. International Journal of Service Industry Management 7 (1), 74-93.
56. Yaffe, J., 1988. External-internal systems. Design Journal of Systems Management (Jul)., 20-23.
57. Zeithaml, V.A., Berry, L.L., Parasuraman, A., 1988. Communication and control processes in the delivery of service quality. Journal of Marketing 52, 35-48.
58. Zeithaml, V.A., Parasuraman, A., Berry, L.L., 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectations. Free Press, New York.