Skip to main content
Article thumbnail
Location of Repository

Factors affecting information systems success

By Grafton Whyte and Andrew Bytheway


There is continuing difficulty in achieving success with information systems, particularly in the sense of meeting users’ needs and expectations. This suggests that a fresh examination of the issues is needed in order that we understand better the causes of success and failure. Much previous research in this area has adopted one of two perspectives: improving the processes of systems development, or the structure and content of systems products. This approach has had only limited success in dealing with the problem. A wider review of existing research literature suggests that, in addition to the process and product viewpoint, an important factor in achieving success in the general case is the service management viewpoint. The question therefore arises: is service important in the provision of information systems, and is it a factor in achieving success in the eyes of the users? It is possible that service components exist which are unrecognised by those managing the development and use of information systems. If these components can be identified and understood, then they can be used to improve the overall level of success achieved. By applying repertory grid techniques a total of 43 constructs have been found which relate to user’s perceptions of success with information systems in business. Further analysis reduces these to 21 attributes which provide the basis of a new assessment and measurement framework. The use of these attributes in practice is illustrated using two cases: an information service provider and a hospital equipment supplier. Early experience suggests that software houses, commercial organisations and information systems departments can use these attributes as a management tool, and thereby improve the level of service and business benefit that they deliver to their customers.School of Managemen

Topics: Information systems success, Service management, Service management, User perceptions of success, Repertory grid
Year: 1995
OAI identifier:
Provided by: Cranfield CERES

Suggested articles


  1. (1987). A doi
  2. (1986). A Contingency Approach to Planning and
  3. (1977). A Manual for Repertory Grid Technique” doi
  4. (1991). A Model for Evaluating Information Centre Success”,
  5. (1990). A Theoretical Assessment of the User-Satisfaction Construct doi
  6. (1985). Alternative Measures of Effectiveness: Associations and Implications”, doi
  7. (1988). An Information Processing Framework for Understanding Success and doi
  8. (1980). An Organisational Contingencies View of Accounting and doi
  9. (1987). Dealing with Inherent Variability: doi
  10. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations”, doi
  11. (1989). Evaluating Methods of Systems Development: A Management Survey” doi
  12. (1988). Expectation Failure Concept and Systems Analysts’ View of Information System Failures: doi
  13. (1988). Factors of Success for End-User Computing”, doi
  14. (1986). Foundation
  15. (1988). From Anarchy to Architecture”
  16. (1984). How to Control Project Risk and Effectively Reduce the chance of Failure”, Management Review,
  17. (1990). Hybrid Managers: what should you do”,
  18. (1989). Introduction to Personal Construct Theory for Application
  19. (1987). Managing Systems Development”, 2nd edition,
  20. (1987). Measuring the effectiveness of computer-based information systems in the financial services sector”, doi
  21. (1986). P *--..a-, ,twm .-.-1-Factors afkcttag laformrtlo~ systema success Kaniper C A
  22. Parasuraman A ( 1988); “Communication and Control Processes in the Delivery of Service Quality”, doi
  23. (1993). Reaping the Benefits of a Responsive IT Department”. doi
  24. (1991). Relationship Marketing” Butterworth Heinenmann doi
  25. (1984). Service Management: Strategy and Leadership in Service Business”,
  26. (1994). Service Quality and Correspondence Analysis in Determining Problems with the Effective Use of Computer Services” doi
  27. (1988). Service Quality: The Six Criteria of Good Perceived Service Quality”, doi
  28. (1991). The Essence of Information Systems”,
  29. (1988). The Management of Service Operations”. doi
  30. (1991). The Measurement of End-User Computing Satisfaction: Theoretical and Methodological Issues”, doi
  31. (1983). The Measurement of User Information Satisfaction”, doi
  32. (1987). Tools of the Trade: Is CASE Really a Cure-All” Computerworld,
  33. (1990). User Information Satisfaction: Toward Conceptual Clarity”,
  34. (1993). User Satisfaction and Service Quality of the IS Department: Closing the Gaps”, doi
  35. (1986). Why Projects Fail: The Effects of Ignoring the Obvious”,
  36. (1988). Worklag Paper - 18 J8nurr-y 1995 Factors affectlag hformrtton systems success Viskovich F

To submit an update or takedown request for this paper, please submit an Update/Correction/Removal Request.