You've Read Several Articles On Information System Success

Youve Read Several Articles On Information System Success And Satisfa

You’ve read several articles on Information System Success and Satisfaction. How do you believe an organization should measure information system success and satisfaction in the enterprise?

Paper For Above instruction

Measuring information system (IS) success and user satisfaction is a critical concern for organizations seeking to optimize their technological investments. As the proliferation of digital tools continues to transform enterprise operations, establishing robust metrics and frameworks to evaluate IS performance becomes increasingly essential. Drawing from seminal scholarly works such as Doll and Torkzadeh (1988), Davis (1989, 1993), and DeLone and McLean (1992), this paper explores comprehensive approaches for organizations to gauge IS success and satisfaction effectively.

Fundamentally, measurement of IS success should encompass multiple dimensions reflecting technical performance, user perceptions, and organizational impacts. Doll and Torkzadeh (1988) propose a prominent measure known as End-User Computing Satisfaction (EUCS), which emphasizes user-specific evaluations across dimensions like satisfaction with data, systems capability, and support. This framework underscores the importance of capturing end-user perceptions, recognizing that user satisfaction directly correlates with system effectiveness and continued acceptance.

Complementing this perspective, Davis (1989) introduces the Technology Acceptance Model (TAM), which emphasizes perceived usefulness and perceived ease of use as core determinants of user acceptance. According to TAM, an organization should measure not only system reliability but also how users perceive the utility and simplicity of the technology. These perceptions influence behavioral intentions and actual system usage, thus serving as vital indicators of overall success.

Furthermore, Davis (1993) expands on the TAM by considering additional system characteristics, such as system quality, and how user perceptions impact behavioral and organizational outcomes. He suggests that measuring factors like flow, enjoyability, and ease of learning contribute to a comprehensive understanding of user acceptance and satisfaction. Regular surveys and feedback mechanisms can be implemented to assess these perceptions periodically.

The DeLone and McLean (1992) Information Systems Success Model systematically identifies multiple interrelated dimensions for evaluating IS success: system quality, information quality, use, user satisfaction, individual impact, and organizational impact. They argue that system quality and information quality directly influence user satisfaction, which in turn affects system usage and organizational benefits. Their model emphasizes the importance of assessing both technical performance metrics—such as system uptime, response time, and data accuracy—and subjective measures, including user satisfaction and perceived value.

An integrated approach combining these perspectives suggests that organizations should adopt a multi-faceted measurement strategy. Quantitative metrics such as system availability, error rates, and usage statistics provide technical insights, while qualitative assessments—such as user surveys and interviews—capture satisfaction, perceived usefulness, and ease of use.

To operationalize this strategy, organizations can develop tailored dashboards that track key indicators across these dimensions. They should also foster a feedback loop where user satisfaction data informs continuous system improvements. Regular training, user involvement in system design, and transparent communication about system benefits further enhance satisfaction and commitment.

In conclusion, effective measurement of IS success and satisfaction requires a comprehensive, multi-dimensional approach that integrates technical performance metrics with user perceptions and organizational impact assessments. By leveraging established models like those of Doll and Torkzadeh (1988), Davis (1989, 1993), and DeLone and McLean (1992), organizations can obtain a holistic understanding of their IS effectiveness, guiding strategic decisions, optimizing resource allocation, and ultimately fostering a culture of continuous improvement and technological resilience.

References

1. Doll, W., & Torkzadeh, G. (1988). The Measurement of End-User Computing Satisfaction. MIS Quarterly, 12(2), 259–274.
2. Davis, F. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340.
3. Davis, F. (1993). User acceptance of information technology: system characteristics, user perceptions and behavioral impacts. International Journal of Man-Machine Studies, 38(3), 475–487.
4. DeLone, W. H., & McLean, E. R. (1992). Information Systems Success: The Quest for the Dependent Variable. Information Systems Research, 3(1), 60–95.
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