Article2009

A Value-Satisfaction Taxonomy of IS Effectiveness (VSTISE)

Yair M. Levy · Kenneth E. Murphy · Stelios H. Zanakis

29 citations0/0 files storedInternational Journal of Information Systems in the Service Sector

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Technology Adoption and User Behaviour Usability and User Interface Design Information Systems Theories and Implementation

Abstract

Information Systems (IS) effectiveness has been studied over the past three decades, with user satisfaction utilized as a key measure. However, very little attention has been given to the role of user-perceived cognitive value of IS in measuring the effectiveness of such systems. Therefore, this article defines and articulates user-perceived value of IS as an important construct for IS research, not from the financial or ‘net benefit’ perspective to the organization, rather from the cognitive perspective. Following literature review, a new taxonomy of IS effectiveness, Value-Satisfaction Taxonomy of IS Effectiveness (VSTISE), is presented. The VSTISE posits four quadrants to indicate level of user-perceived IS effectiveness: improvement, effective, misleading, and ineffective. A case study using the proposed VSTISE is discussed. Results based on the 192 responses identify several problematic system characteristics that warrant additional investigation for their limited IS effectiveness. Finally, recommendations for research and practice are provided.

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References

1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 2003User Acceptance of Information Technology: Toward A Unified View1 1989User Acceptance of Computer Technology: A Comparison of Two Theoretical Models 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2003The DeLone and McLean Model of Information Systems Success: A Ten-Year Update 1992Information Systems Success: The Quest for the Dependent Variable 1991Towards a dynamic theory of strategy 2005Clarifying Business Models: Origins, Present, and Future of the Concept

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