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Factors affecting information systems’ success

Grafton Whyte (Cranfield School of Management, Cranfield, UK)
Andy Bytheway (Cranfield School of Management, Cranfield, UK)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 March 1996



States that there is continuing difficulty in achieving success with information systems, particularly in the sense of meeting users’ expectations and offers a fresh examination of those attributes of information systems by which users perceive success and failure, and through which they establish their expectations. Reviews existing research literature and suggests that, in addition to the process and product viewpoint, an important factor in achieving success is the service management perspective. Applies repertory grid techniques to uncover a total of 43 constructs which relate to users’ perceptions of success with information systems in business. Reduces these to 21 attributes which provide the basis of a new assessment and measurement framework, incorporating and augmenting the attributes found in previous work in this area. Illustrates the practical use of these attributes using two case studies: an information service provider and a hospital equipment supplier.



Whyte, G. and Bytheway, A. (1996), "Factors affecting information systems’ success", International Journal of Service Industry Management, Vol. 7 No. 1, pp. 74-93.




Copyright © 1996, MCB UP Limited

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