An empirical study of the impact of user involvement on system usage and information satisfaction
Communications of the ACM - The MIT Press scientific computation series
The measurement of end-user computing satisfaction
MIS Quarterly
On end-user computing satisfaction
MIS Quarterly
International Journal of Man-Machine Studies
Communications of the ACM
Information systems effectiveness: the construct space and patterns of application
Information and Management
The IS effectiveness matrix: the importance of stakeholder and system in measuring IS success
ICIS '98 Proceedings of the international conference on Information systems
Evaluating IS quality: exploration of the role of expectations on stakeholders' evaluation
Information technology evaluation methods and management
Object Data Management: Object-Oriented and Extended
Object Data Management: Object-Oriented and Extended
Strategic Planning for Information Systems
Strategic Planning for Information Systems
Blur: The Speed of Change in the Connected Economy
Blur: The Speed of Change in the Connected Economy
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This chapter contributes to the understanding of evaluation of IS effectiveness. With quality as the focus for such evaluation, this study investigates the use of perceptions versus perceptions and expectations in a measure of effectiveness of delivered information systems. The results suggest there really is not any neat solution to the debate, but that when overt measurement of expectations was concurrent with the measurement of perceptions, a more revealing appraisal of delivered IS quality was provided than when perceptions alone were measured. Moreover, there is real merit in further studies to explore this issue. Given business investment in IT, the need for such work in reflected in the proliferation of research, particularly in relation to the use of the marketing instrument, SERVQUAL, in the field of IT.