Providing a holistic perspective to evaluating e-service quality in web-based systems: a multi-stakeholder approach

Authors:
Herschel Nomdoe;Shaun Pather
Affiliations:
Cape Peninsula University of Technology, Cape Town;Cape Peninsula University of Technology, Cape Town
Venue:
Proceedings of the 2007 annual research conference of the South African institute of computer scientists and information technologists on IT research in developing countries
Year:
2007

Citing 6
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Abstract

Over a period spanning approximately twenty five years IS researchers have been plagued by the problem of how to evaluate IS effectiveness or success. After the advent of the WWW in the 1990s, questions have arisen regarding the relevance of previously established evaluation approaches to the evaluation of web-based IS. In this paper, we describe a holistic approach to Information Systems (IS) evaluation, focusing on web-based applications. In this context, a holistic perspective refers to a multi-stakeholder evaluation regarding perceptions of IS Success. The paper presents the results of a study in which a web-based IS at a national telecommunications company in South Africa was evaluated using e-Service Quality (e-SQ) constructs. The study demonstrates the operationalisation of an e-SQ instrument for the purposes of evaluating IS effectiveness amongst multi-stakeholders. Evidence is provided that measuring attitudes of different stakeholders provides a more holistic perspective of IS success.