Measuring Organizational Information Systems Success: New Technologies and Practices

Measuring Organizational Information Systems Success: New Technologies and Practices

Zakariya Belkhamza (Universiti Malaysia Sabah, Malaysia) and Syed Azizi Wafa (University Malaysia Sabah, Malaysia)
Release Date: February, 2012|Copyright: © 2012 |Pages: 506
ISBN13: 9781466601703|ISBN10: 1466601701|EISBN13: 9781466601710|DOI: 10.4018/978-1-4666-0170-3


Many studies suggest that high information systems effectiveness is associated with high organizational performance. While research measuring the success of information systems has proliferated, models, measurements, definitions, and perspectives it employs vary greatly, leading to little consensus on how to measure IS success.

Measuring Organizational Information Systems Success: New Technologies and Practices explores new approaches which may better identify, explain, and improve IS assessment. Professionals and researchers working in information systems success, performance, and measurement will discover emerging theories on information systems success, the latest empirical research findings, and new technologies and practices that encourage successful IS implementation in organizations.

Topics Covered

The many academic areas covered in this publication include, but are not limited to:

  • Empirical Validation of Information Systems Success Models
  • Enterprise Resource Planning Acceptance Model
  • ERP Success Measurement in Healthcare
  • Information Systems Success and Managerial Issues
  • Information Systems Success Theories and Models
  • Maintenance and Replacement Decisions in Information Systems
  • Methodological Issues in Information Systems Success
  • Models for Determining the Success of Information Systems
  • Practical Approaches to Information Systems Success and Measurement
  • Website Evaluation

Reviews and Testimonials

"It is in this context that we greatly appreciate contributions that diligently review our current knowledge; both critically and carefully evaluating what we already seem to know and advancing our knowledge beyond its current boundaries. It is this ongoing effort that "Measuring Organizational Information Systems Success: New Technologies and Practices" and its chapters are contributing to. Based on a mix of review, conceptual, and theoretical pieces, the authors and editors provide extensions and refinements that help us extend what we already know about success in various domains of the IS discipline."

– Benjamin MüllerUniversity of Mannheim, Germany Nils UrbachEBS Universität für Wirtschaft und Recht, Germany

Table of Contents and List of Contributors

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Editorial Advisory Board
Table of Contents
Benjamin Müller, Nils Urbach
Zakariya Belkhamza, Syed Azizi Wafa
Zakariya Belkhamza, Syed Azizi Wafa
Chapter 1
Kieren Jamieson
Traditional approaches to identifying and measuring Information Systems success or failure typically suffer from two deficiencies. First, the... Sample PDF
A Symbiotic Model for Information Systems Success Determination
Chapter 2
Cees J. Gelderman, Rob J. Kusters
Information System success is difficult to measure directly. Because of the influence of non-controllable variables, it actually seems to be... Sample PDF
Measuring Information Systems Success: A Comment on the Use of Perceptions
Chapter 3
Govindan Marthandan, Chun Meng Tang
Despite the proposal of various Information Systems (IS) evaluation models and approaches, IS evaluation has never been straightforward. There are... Sample PDF
Information Systems for Organizational Effectiveness Model: A Rationale Alignment
Chapter 4
Hugo Martinez, Luis Becerra, Jaime Camacho
This chapter characterizes the publication activity of Information Systems success by data collected from the Science Citation Index and Social... Sample PDF
Information Systems Success: A Review from a Bibliometric Analysis Focus
Chapter 5
Jan Devos, Hendrik Van Landeghem, Dirk Deschoolmeester
Small and medium-sized enterprises (SMEs) adopt Information Technology (IT) and Information Systems (IS) in order to achieve business goals and... Sample PDF
Theoretical Foundations for Information Systems Success in Small- and Medium-Sized Enterprises
Chapter 6
Francis Gacenga, Aileen Cater-Steel, Mark Toleman, Wui-Gee Tan
Prompted by the realisation that IT is now seen as a service, with a customer focus and process orientation, the authors propose a model to measure... Sample PDF
Measuring IT Service Management Performance: A Model Development
Chapter 7
Jose L. Salmeron, Cristina Lopez
There are many uncertainties that can influence the success of Information Technology (IT) and Information Systems (IS) projects. These are... Sample PDF
Fuzzy Approach for Monitoring Projects Success in the IT/IS Industry
Chapter 8
O. Tolga Pusatli, Brian Regan
An extensive literature review shows that Information Systems (IS) are changed and eventually replaced by substitutes under the influence of... Sample PDF
A Model to Assist the Maintenance vs. Replacement Decision in Information Systems
Chapter 9
Simon McGinnes
Success models often treat Information Systems (IS) as static. Yet most IS evolve continuously, and most development effort occurs during the... Sample PDF
A Steady-State Framework for Integrated Business Change and Information Systems Development and Maintenance
Chapter 10
Simona Sternad, Samo Bobek
Enterprise resource planning (ERP) systems have been implemented in most organizations for few years. But most of the organizations cannot really... Sample PDF
Enterprise Resource Planning Acceptance Model (ERPAM): Extended TAM for ERP Systems in Operational Phase of ERP Lifecycle
Chapter 11
Stephan Kronbichler, Herwig Ostermann
There are different success factors that influence the outcome of ERP-projects. According to Bullen and Rockart (1981), these success factors depend... Sample PDF
Specific Factors for ERP-Success Measurement in Healthcare
Chapter 12
Ahmad Ghandour, Kenneth R. Deans, George L. Benwell
As business organisations have become more reliant on Information Technology in achieving success, Information Systems have become essential.... Sample PDF
Issues Facing Website Evaluation: Identifying a Gap
Chapter 13
Ahmad Ghandour, George L. Benwell, Kenneth R. Deans
There is often a need for business organisations to evaluate their current and potential website in order to maximize the payoffs from website... Sample PDF
Website Evaluation Criteria: An Owner’s Perspective
Chapter 14
Lucie Sermanet, Frank Goethals, Andrea Carugati, Aurélie Leclercq-Vandelannoitte
This chapter focuses on children’s satisfaction with the use of commercial websites. The authors address two relevant gaps in extant literature... Sample PDF
Antecedents of Children’s Satisfaction with Company Websites and their Links with Brand Awareness
Chapter 15
Ahmed Younis Alsabawy, Aileen Cater-Steel, Jeffrey Soar
E-learning involves adopting and exploiting the potential of new, advanced Information Technology in development and delivery of education. In spite... Sample PDF
A Model to Measure E-Learning Systems Success
Chapter 16
Anna Marie Balling Høstgaard
Despite there being extensive cumulative knowledge and many experiences about factors that contribute to health Information Technology (HIT)... Sample PDF
End-User Participation in Health IT Development: The EUPHIT Method
Chapter 17
Kimberley Dunkerley, Gurvirender Tejay
Information security has received a great deal of attention from a number of researchers. However, there has been little research aimed at... Sample PDF
The Development of a Model for Information Systems Security Success
Chapter 18
Pietro Previtali
The objective of this chapter is to propose a theoretical examination, strengthened by an empiric survey of intranet evolutional patterns and the... Sample PDF
Evolutional Patterns of Intranet Applications: Organizational Issues and Information Systems Success
Chapter 19
Angela Perego
Contribution of Information Systems (IS) to business has been widely debated among both business scholars and practitioners. Even though a... Sample PDF
Designing an Information Systems Performance Management System: The Case of an Insurance Corporation
About the Contributors


The tendency for IT decision-makers to ignore low probability but high-impact risks to project plans is often an overlooked issue to be taken seriously into account. This notion of “black swan blindness” as coined by Flyvbjerg and Budzier (2011) provides what we can consider a beginning of a new chapter in the evaluation of organizational IT projects. IT managers tend not to see these black swans assuming that they're rare. In fact, they happen to the extent that IT managers often blindly run into them without being able to identify or prevent them. This new concept in the IT risk management comes from the examination of 1,471 IT projects carried out by Bent Flyvbjerg and Alexander Budzier of Oxford University and McKinsey. They found out that large IT projects are on average 27% over budget and take 55% longer to complete than planned. The study also reported that IT projects are 20 times more likely to fail than other business projects, with one in six IT projects run out of control with average cost over-runs of 200% (Budzier & Flyvbjerg, 2011). This means that failed IT projects are too frequent and failure can have major consequences. These results presage to IT managers that poorly conceived initiatives, those that are excessively complex, and those that are poorly managed or coordinated can be fatal to both IT managers and organization.

Not only IT projects which are actually reported to fail, many IT practitioners however, anticipate their projects will fail. According to Geneca recent survey, about 75% of IT executives lack of confidence in IT project success, admitting that their projects are either always or usually “doomed right from the start,” with 27% of them feel always this way. The survey also revealed that challenges reflect difficulty in defining project success (Geneca LLC, 2011).

These two main issues, the IT project failure and the IT practitioners’ anticipation of failure, contribute to advocate the ongoing debate in the academia on the information systems success measurement. Although this research stream has proliferated and nearly become a standalone stream within the information systems research field, more research is still needed to identify factors that contribute to information systems effectiveness and evaluation. To date, a number of information systems success models have been introduced. However, the scope and approach of these studies has little consensus on the assessment of information systems success, which urge for more exploration to better identify and understand the various measurements of these models.

This book is divided into six sections, which cover various aspects of Information Systems success. The first section, “Information Systems Success: Theories and Models” contains five chapters presenting new models and frameworks of the information systems success. The first chapter, “A Symbiotic Model for Information Systems Success Determination” by Kieren Jamieson addresses the issues of whether an information system has been a success or failure for the organization at a given point of time, noticing the deficiencies of the traditional approaches of information systems success measures. Adapting biological relationship descriptions, a symbiotic model for the classification of information systems success and failure is proposed and used to evaluate the success of an information systems implementation by examining the results of a ten year longitudinal study in to an organization’s enterprise system (ES) implementation.

The second chapter, “Measuring Information Systems Success: a Comment on the Use of Perceptions” by Cees J. Gelderman and Rob J. Kusters investigates another issue on the information systems success, the perception of information systems as a surrogate measure, in order to determine the contribution of information systems to the  overall organizational effectiveness. In doing so, Gelderman and Kusters developed and tested measurements to assess the validity of perceived system success as a surrogate measure for actual system success.

In the third chapter, “Information Systems for Organizational Effectiveness Model: A Rationale Alignment,” Govindan Marthandan and Chun Meng Tang expand our knowledge on information systems evaluation by introducing and validating the information systems for organizational effectiveness model. The model suggests that IS business value will be evident in the organization when there is a clear distinction between the various dimensions of organizational effectiveness, and the recognition of positive IS improvements within the individual dimensions of organizational effectiveness.

The fourth chapter entitled  "Information Systems Success: A Review from a Bibliometric Analysis Focus” by Hugo Martinez, Luis Becerra, and Jaime Camacho presents and characterizes the publication activity of information systems success by analyzing data collected from the Science Citation Index and Social Science Citation Index databases from ISI Web of Science from 2001 to 2010. The findings suggest that information systems success literature has a positive growth rate and it is likely to continue with this tendency in the future. This chapter also propose to set up a common language framework that serves as a guide to researchers to develop a most mature body of knowledge. 

The last chapter of this section, “Theoretical Foundations for Information Systems Success in Small and Medium-sized Enterprises” by Jan Devos, Hendrik Van Landeghem, and Dirk Deschoolmeester investigates four theories, namely technology acceptance model (TAM), theory of planned behaviour (TPB), the DeLone & McLean IS success model (D&M) and transaction cost economy (TCE) model in order to find theoretical foundations for information systems success in small and medium sized enterprise. This resulted to the introduction of a compound framework that delivers explanatory and predicting power for the successful adoption of IT/IS in SMEs.

The second section “IT Projects, Service Management and Performance” consists of two chapters. In the first chapter “Measuring IT Service Management Performance: A Model Development,” Francis Gacenga, Aileen Cater-Steel, Mark Toleman, and Wui-Gee Tan propose a model to measure IT service management (ITSM) performance based on a systematic literature review of the general areas of organisation performance measurement and the commonly used performance metrics. The authors have taken a holistic view in the development of the model, by integrating various approaches such as the balanced scorecard (BSC), broad economic perspectives and service oriented ITSM.

The second chapter in this section “Fuzzy Approach for Monitoring Projects Success in the IT/IS Industry” by Jose L. Salmeron and Cristina Lopez proposes monitoring risks effects on IT/IS projects success measures using the Fuzzy approach. It presents its applicability through an illustrative case. The method proposed give project managers insights into the causes of failure or delay of their IT/IS projects in order to develop effective strategies.

In the third section, “Information Systems Maintenance and Development,” two chapters are presented. The first chapter, “A Model to Assist the Maintenance vs Replacement Decision in Information Systems” by O. Tolga Pusatli and Brian Regan extensively reviews and compiles factors emerged from software engineering, software quality assurance measurements and computer science literature, and proposes a model to help decision makers to explain maintenance and replacement decision of IS/component in a more itemized manner hence diminish overburden pressure of experience responsibility on them.

The second chapter, “A Steady-State Framework for Integrated Business Change and Information Systems Development and Maintenance” by Simon McGinnes investigates the information systems development during the maintenance phase, and proposes an alternative framework for “steady state” development which characterises IS work as evolutionary and inseparable from its context of business change, providing a blueprint for IS development without the need for projects, and offering improved chances of success when “big bang” project management would otherwise be the only option.

Section four, “Enterprise Resource Planning Systems” comes with two chapters. The first chapter, “Enterprise Resource Planning Acceptance Model (ERPAM): Extended TAM for ERP Systems in The Operational Phase of ERP Lifecycle” by Simona Sternad and Samo Bobek applies technology acceptance model in the enterprise resource planning context to examine groups of external factors which have impact on actual ERP system use.

The second chapter, “Specific Factors for Enterprise Resource Planning Success Measurement in Healthcare” by Stephan Kronbichler and Herwig Ostermann discusses the conceptual design of possibilities of how ERP projects can be more successful when considering critical success factors and success measurement models which were identified through reviewing the literature and incorporating practical experiences in the healthcare industry.

The fifth section, “Websites and E-commerce Systems” contains three chapters. The first chapter, “Website Evaluation: Issues and Challenges,” Ahmad Ghandour, Kenneth R. Deans, and George L. Benwell explore website evaluation and recognises the current challenges facing website evaluation. From reviewing the literature, this chapter identifies three perspectives when evaluating websites: user, designer and owner perspectives. While the user and the designer perspectives are well advanced in the literature, there is a relative dearth of scholarly studies that address the owners’ needs, in which authors studied in their second chapter of this section, “Website Evaluation Criteria: an Owner’s Perspective” in which they establish criteria to evaluate e-commerce websites based on an owner’s perception rather than the customer’s perception, which lead to the development of an evaluation framework of three dimensions of website offer, usage and payoff. 

In the third chapter, “Antecedents of Children’s Satisfaction with Company Websites and Their Links with Brand Awareness” by Lucie Sermanet, Frank Goethals, Andrea Carugati, and Aurélie Leclercq focuses on children’s satisfaction with the use of commercial websites. The chapter contextualizes the classic information systems success model of DeLone and McLean (1992, 2003) to information systems success with children in order to study children as users of information technology.

The last section of the book, “Information Systems Success Applications” consists of five chapters covering various applications of information systems success in practice. The first chapter of this section, “A Model to Measure E-Learning Systems Success” by Ahmed Younis Alsabawy, Aileen Cater-Steel, and Jeffrey Soar argues about the factors which are most effective for measuring e-learning systems success and proposes an evaluation methodology model to assess e-learning systems success.

The second chapter, “End-User Participation in Health IT Development: The EUPHIT Method” by Anna Marie Balling Høstgaard presents a new method for studying and understanding the end-user participation in the health IT development. The method was developed and used for the first time throughout a research study of an EHR planning process in a Danish region. 

The third chapter, “The Development of a Model for Information Systems Security Success” by Kimberley D. Dunkerley and Gurvirender Tejay develops a parsimonious model for information security success within organizations, and consider its applicability within the contexts of government and healthcare. 

The fourth chapter of this section, “Evolutional Patterns of Intranet Applications: Organizational Issues and Information Systems Success” by Pietro Previtali proposes a theoretical and empirical examination of intranet evolutional patterns. It analyses intranet applications and functionalities and classify them according to taxonomy in order to differentiate between an institutional intranet, a knowledge management intranet and an operating intranet. 

The last chapter of this section, “Designing an IS Performance Management System: the Case of Insurance Corporation” by Angela Perego describes and discusses the design of an IS performance management system implemented by an Insurance Corporation, bringing a real-wolrd experience and evidence that support the existing theoretical explanation of the information systems performance evaluation.

The nineteen chapters of the book present a quality collection of various scholars presenting their recent research on theories and practices which will benefit both academic researchers and practitioners. As such, Measuring Organizational Information Systems Success: New Technologies and Practices claims to be a definitive state-of-the-art collection and to prompt the future direction for IT managers to identify applicable theories and practices in the evaluation of information systems and minimize the IT failure in organization.

The editors hope this book will become instrumental in the expansion of the Information Systems success stream and will promote the continued growth of the information systems development in general.


Budzier, A., & Flyvbjerg, B. (2011). Double whammy – How ICT projects are fooled by randomness and screwed by political intent. Saïd Business School working papers, University of Oxford.
Flyvbjerg, B., & Budzier, A. (2011). Why your IT project might be riskier than you think. Harvard Business Review, 89(9). 23–25.
Geneca LLC. (2011). Doomed from the start? Why a majority of business and IT teams anticipate their software development projects will fail. Winter 2010/2011 Industry Survey. Retrieved October 26, 2011, from

Author(s)/Editor(s) Biography

Zakariya Belkhamza is a Senior Lecturer at the School of Business and Economics, Universiti Malaysia Sabah, where he teaches Management Information Systems subjects at both undergraduate and postgraduate level. He holds a PhD in Management and a Master’s degree in Business. Beside his teaching experience, he is also involved in many research and consultancy activities in Malaysia, Thailand, Turkey, and Algeria. His research interests include IT management, strategic Information Systems, IS implementation, and IS assessment and evaluation.
Syed Azizi Wafa is a Professor of Management at the School of Business and Economics, Universiti Malaysia Sabah. Syed has served as the Dean, School of Business and Economics, Universiti Malaysia Sabah, Director of the Centre for Co-Curriculum and Student Development, UMS, and as Campus Director, Labuan International Campus, Malaysia. Syed is also the founding member and currently is the President of the Asian Academy of Applied Business (AAAB). He is actively involved in the consultancy and Executive Development Programs of various companies such as Magellan Sutera Hotel, Sabah, Penang Seagate Industries, HITACHI Manufacturing, INTEL, OTIS Manufacturing, Permodalan Nasional Berhad, Sharp-Roxy, MARA, Federation of Malaysian Manufacturers, Franklin Porcelain, Maxtor Manufacturing, Texchem Group of Companies, Siemens Semiconductor Sdn. Bhd., Public Bank Bhd., and the Malaysian Airforce Training Academy. His current research interests are in cross-cultural managerial issues, corporate strategy, corporate culture, corporate ethics, and regional business issues.


Editorial Board

  • Stefan Smolnik, EBS Business School, Germany 
  • Eldon Y. Li, California Polytechnic State University (Cal Poly), USA 
  • G. Lawrence Sanders, the State University of New York at Buffalo, USA
  • Anita Lee-Post, University of Kentucky, USA
  • Alemayehu Molla, Royal Melbourne Institute of Technology RMIT, Australia 
  • Christophe M. Elie-Dit-Cosaque, Université Paris-Dauphine, France
  • Ismail Ait Saadi, Swinburne University of Technology, Sarawak Campus, Malaysia