Analysing information systems evaluation: another look at an old problem
European Journal of Information Systems - Special issue on information systems evaluaiton
Evaluating business information systems fit: from concept to practical application
European Journal of Information Systems
Empirical research in information systems: the practice of relevance
MIS Quarterly - Special issue on intensive research in information systems
Evaluating information systems by consultation and negotiation
International Journal of Information Management: The Journal for Information Professionals
Functionality and usability in design for eStatements in eBanking services
Interacting with Computers
| Hi-index | 0.00 |
The reluctance of information systems practitioners to adopt recommendations of evaluation methods and techniques is a sobering realization. One possible explanation is that they do not accommodate changing perceptions of what constitutes system-derived business value whose assessment requires richer evaluation approaches than mono-dimensional cost-benefit analyses. This paper reports a study that was undertaken in a bank faced with the challenge of assessing the value of its main e-banking channel in operation. Arguing that the evaluation of an information system should be seen as a form of communication, we describe the approach and evaluation model that was created and applied. The model employs five different perspectives each having its own set of metrics. These can be used to assess the business value along two viewpoints: (a) the internal view, where the channel is considered as a resource whose utilization must be maximized; and (b) the external view, where the channel as an interface to the bank's customer base should enable and support customer relationship management.