Applying Importance-Performance Analysis to Information Systems: An Exploratory Case Study

Abstract

Using an end-user satisfaction survey, the perception of the importance of attributes of information systems was investigated and whether the performance of information systems met the users' expectations in a company in Malaysia.It was discovered that the end-users were moderately satisfied with the company's IS performance and that there were gaps between importance and performance on all the systems-related attributes studied.The largest gap pertained to the attributes Understanding Systems, Documentation, and High Availability of Systems.The contribution of the study is in advancing Importance-Performance Analysis applicable to IS research.

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