Understanding user perceptions of information systems success
There is constant pressure on information systems management to improve service to users, often at the same time that their budgets are being reduced. The question of service management is important, and should be explicitly addressed by IT management. It follows that we must understand the attributes of information systems that users perceive to be important, because it is these attributes that underpin their perceptions of information systems success. Previous research work dealing with the perceptions of users has led to a number of useful models, but these models are not necessarily appropriate in all situations. Further, we must try to understand how specific attributes relate to the perceived success of the information system and this is not always possible with previous models. By reference to the service management literature and by using the repertory grid technique, this paper develops a set of service attributes which give a good indication of user perceptions of information system success. The paper examines their relationship with the nature of the organisation, the level and involvement of users, and the kind of system to which they relate. It is found that there is no single overall set of attributes that relate to user perceptions of success, but it is possible to find subsets that do. The measurement and analysis of these attributes are helpful in setting management policies and guidelines for the improvement of perceptions of information systems success.
user perceptions user satisfaction information systems service management