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Evaluating web-based information systems effectiveness : an e-service quality multi-stakeholder perspective
Author(s)
Nomdoe, Herschel Gordon
Date Issued
2007
Type
Thesis
Publisher
Cape Peninsula University of Technology
Abstract
Over a period spanning approximately twenty five years Information Systems
(IS) researchers have been plagued by the problem of how to evaluate IS
effectiveness or success. After the advent of the World Wide Web (WWW) in
the 1990s, questions have arisen regarding the relevance of previously
established evaluation approaches to the evaluation of web-based IS.
Subsequently, firms have invested billions of dollars anually in information
systems but the lack of appropriate frameworks for evaluating their
effectiveness made it difficult to determine the return on IS investment.
In a period spanning 20 years IS researchers proposed a diverse number of
approaches e.g. the communications research of Shannon and Weaver
(1949) and the information "influence theory" of Mason (1978). These were
subsequently incorporated into a single model in 1992, called the IS Success
Model (Delone & McLean, 1992). The principal objective of this research
project was to develop a generic methodology for web-based Information
Systems (IS) success evaluation from a multi-stakeholder perspective for
specific IS contexts. The Delone and McLean IS Success Model (Delone and
McLean, 1992) provides an underpinning framework for measuring IS
effectiveness. In the latter 1990's the concept of service-quality was
introduced into the IS effectiveness literature. In their updated IS Success
Model, Delone and McLean (2003) then included service quality as key
measure in the evaluation of IS success. Consequently this research project
focused on how service quality concepts could be applied as a measure of IS
effectiveness within e-commerce.
A 3-pronged approach to IS evaluation was proposed viz. identification of
generic stakeholder groups such as e-Customer, sponsoring manager,
internal users etc.; identification of the context of the IS evaluation for each
stakeholder i.e. what is the main function and context of operation of the IS; and lastly identification of stakeholder specific e-SQ criteria. The study
demonstrates that the success of IS deployed within online environments,
could be evaluated and measured differently by each stakeholder for the
various e-Service Quality (e-SQ) dimensions within a particular IS context.
The study presents the results of an investigation into a web-based IS at a
national telecommunications company in South Africa which 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.
The primary conclusion reached is that by using a step-by-step methodology
of IS success measurement, the objective of establishing whether companies
have received a return on web-based IS investment, can be achieved.
Furthermore, the outcomes of the study has contributed to existing literature
on IS effectiveness measurement. In particular, it will add to the existing body
of knowledge regarding the use of e-SQ instrument to evaluate multi-stakeholder
perceptions.
(IS) researchers have been plagued by the problem of how to evaluate IS
effectiveness or success. After the advent of the World Wide Web (WWW) in
the 1990s, questions have arisen regarding the relevance of previously
established evaluation approaches to the evaluation of web-based IS.
Subsequently, firms have invested billions of dollars anually in information
systems but the lack of appropriate frameworks for evaluating their
effectiveness made it difficult to determine the return on IS investment.
In a period spanning 20 years IS researchers proposed a diverse number of
approaches e.g. the communications research of Shannon and Weaver
(1949) and the information "influence theory" of Mason (1978). These were
subsequently incorporated into a single model in 1992, called the IS Success
Model (Delone & McLean, 1992). The principal objective of this research
project was to develop a generic methodology for web-based Information
Systems (IS) success evaluation from a multi-stakeholder perspective for
specific IS contexts. The Delone and McLean IS Success Model (Delone and
McLean, 1992) provides an underpinning framework for measuring IS
effectiveness. In the latter 1990's the concept of service-quality was
introduced into the IS effectiveness literature. In their updated IS Success
Model, Delone and McLean (2003) then included service quality as key
measure in the evaluation of IS success. Consequently this research project
focused on how service quality concepts could be applied as a measure of IS
effectiveness within e-commerce.
A 3-pronged approach to IS evaluation was proposed viz. identification of
generic stakeholder groups such as e-Customer, sponsoring manager,
internal users etc.; identification of the context of the IS evaluation for each
stakeholder i.e. what is the main function and context of operation of the IS; and lastly identification of stakeholder specific e-SQ criteria. The study
demonstrates that the success of IS deployed within online environments,
could be evaluated and measured differently by each stakeholder for the
various e-Service Quality (e-SQ) dimensions within a particular IS context.
The study presents the results of an investigation into a web-based IS at a
national telecommunications company in South Africa which 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.
The primary conclusion reached is that by using a step-by-step methodology
of IS success measurement, the objective of establishing whether companies
have received a return on web-based IS investment, can be achieved.
Furthermore, the outcomes of the study has contributed to existing literature
on IS effectiveness measurement. In particular, it will add to the existing body
of knowledge regarding the use of e-SQ instrument to evaluate multi-stakeholder
perceptions.
Additional information
Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2007
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