Evaluating Stakeholders' Views of Delivered IS Effectiveness: Perceptions versus Perceptions and Expectations

Abstract

This chapter contributes to the understanding of evaluation of IS effectiveness. With quality as the focus for such evaluation, this study investigates the use of perceptions versus perceptions and expectations in a measure of effectiveness of delivered information systems. The results suggest there really is not any neat solution to the debate, but that when overt measurement of expectations was concurrent with the measurement of perceptions, a more revealing appraisal of delivered IS quality was provided than when perceptions alone were measured. Moreover, there is real merit in further studies to explore this issue. Given business investment in IT, the need for such work is reflected in the proliferation of research, particularly in relation to the use of the marketing instrument, SERVQUAL, in the field of IT.