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A Model for Evaluating Information Center Success

51 citations0/0 files storedJournal of Management Information Systems

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Information Technology Governance and Strategy Customer Service Quality and Loyalty Technology Adoption and User Behaviour

Abstract

:With the growing amount of resources consumed by end-user computing (EUC), its support organization, the information center (IC), is under increasing pressure to justify its existence. This study proposes an instrument and a model for evaluating IC success, based on the user satisfaction construct. Three dimensions of satisfaction are identified: Quality of IC Services, Quality of User-developed Applications (UDA), and User Self-sufficiency. Five hypotheses concerning the relationship among these dimensions and IC success are proposed. The instrument and the model are empirically tested. There is strong evidence of the validity of the instrument. Results indicate that the three dimensions are good predictors ofIC success. All of the hypotheses were supported to varying degrees.

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1988The Measurement of End-User Computing Satisfaction 1983The measurement of user information satisfaction 1986An empirical study of the impact of user involvement on system usage and information satisfaction 1990A Theoretical Assessment of the User-Satisfaction Construct in Information Systems Research 1988A Short-Form Measure of User Information Satisfaction: A Psychometric Evaluation and Notes on Use 1986E pluribus computum 1987Training End Users: An Exploratory Study 1989Some Cautions on the Measurement of User Information Satisfaction*

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2003A Taxonomy of Antecedents of Information Systems Success: Variable Analysis Studies 2003A service quality framework for Web-based information systems 1993Success measures for information systems strategic planning 2008SERVCESS: A Parsimonious Instrument to Measure Service Quality and Information System Success 1999Empirically Testing the Relationship Between End‐User Computing Problems and Information Center Success Factors

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