Title: Evaluating the quality of delivered systems: a framework and instrument

Authors: Carla L. Wilkin

Addresses: Department of Accounting and Finance, Faculty of Business and Economics, Monash University, PO Box 197, Caulfield East, Victoria 3145, Australia

Abstract: The cost to business in terms of time and money for ineffectual Information System (IS) performance is a hidden, but significant cost, not only in economic terms, but also in terms of job performance and job satisfaction. This paper significantly advances prior proposals concerned with the evaluation of IS performance by detailing the development of a reliable, effective and low cost instrument for measuring facets of quality of delivered systems. QUALIT achieves this by considering the viewpoints of a broad cross sectional representation of end-user stakeholders in the performance of their jobs. Results to date indicate the merit of such an approach.

Keywords: components; delivered systems; information systems; dimensions; expectations; indicators; IS performance; job satisfaction; perceptions; quality; performance measurement; business information.

DOI: 10.1504/IJBIS.2007.011615

International Journal of Business Information Systems, 2007 Vol.2 No.2, pp.127 - 148

Published online: 06 Dec 2006 *

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