Measuring success in Information Systems Essay

Measuring success in Information Systems Essay

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SERVQUAL gives a good view on managing which and how the services are being offered, user satisfaction with them and which service needs improvement. One point in favour of service quality measures is that according to Gartner Group (2012), application support is one of the spending trends. However, it does rely on questionnaires and scales on a very limited part of what constitute an IT department, leaving aside mainly the technical and financial aspects. Also, Van Dyke et al. (1997), citing Teas (1993), expresses three possible interpretations of “expectation”, what could cause problem with the results. Carman (1990), by Van Dyke et al. (1997), questions the ability of the model to be valid in multiple industries with considerable changes to it.

ISO (International Organization for Standardization) has various quality standards for software, IT and IS. One standard that has been utilized for measuring success in IS is ISO/IEC 9126-1. This standard from 2001 was initially developed to measure software quality but its framework has been utilized in IS and IT measurement also. As defined by ISO in 2001, the six characteristics and 27 sub characteristics:
• Functionality: The ability of the system to provide functions which meet stated and implied needs when the software is used under specified conditions;
• Reliability: The capability of the system to sustain a stated level of performance when used under specified conditions;
• Usability: The aptitude of the system to be comprehended, learned, used, and attractive to the user, when used under specified conditions;
• Portability: The capability of the system to be transferred from one environment to another;
• Maintainability: The ability of the system to be modified in the form of...


... middle of paper ...


...is focused on technical facet but the others areas are not covered. Palmius’ model is very broad and covers the most important topics, but fail to consider links and service quality. The best approach is probably using each model to its best feature. Like SERVQUAL for service quality, ISO for technical, DeLone & Mclean for user satisfaction and net benefits and Palmius’ model for a holist view, for example.
Nonetheless, when accessing the quality or success of a IS, a simple goal-setting method could go a long way. Setting specific and not far-fetched goals, keep a continuous and frequent system verification along with KPIs (key performance indicators) can help measure success and improve information system’s performance without any special framework in every company. Using all these methods together, each according to its strength seems to be the best approach.


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Measuring success in Information Systems Essay

- ... As defined by ISO in 2001, the six characteristics and 27 sub characteristics: • Functionality: The ability of the system to provide functions which meet stated and implied needs when the software is used under specified conditions; • Reliability: The capability of the system to sustain a stated level of performance when used under specified conditions; • Usability: The aptitude of the system to be comprehended, learned, used, and attractive to the user, when used under specified conditions; • Portability: The capability of the system to be transferred from one environment to another; • Maintainability: The ability of the system to be modified in the form of corrections, improvements, o...   [tags: Technology, Business]

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