The Electronic Journal of Information Systems Evaluation provides critical perspectives on topics relevant to Information Systems Evaluation, with an emphasis on the organisational and management implications
For general enquiries email administrator@ejise.com
Click here to see other Scholarly Electronic Journals published by API
For a range of research text books on this and complimentary topics visit the Academic Bookshop

Information about the European Conference on Information Management and Evaluation is available here

linkedin-120 

twitter2-125 

fb_logo-125 

 

Journal Article

An Evaluation Model of User Satisfaction with Enterprise Resource Planning Systems  pp143-157

Sonia Mekadmi, Rim Louati

© Nov 2018 Volume 21 Issue 2, Editor: Prof Shaun Pather, pp63 - 168

Look inside Download PDF (free)

Abstract

Over the past decade, organizations have made important investments in enterprise resource planning (ERP) systems. However, despite huge investments, many ERP projects failed to achieve corporate goals and led companies to financial difficulties. Accordingly, an appropriate choice of method for ERP success evaluation is much needed. Assessing post‑implementation success of ERP systems from the perspective of individual users is crucial because underachievement of the implemented ERP systems may be due in part to underutilization of the systems by the users. User satisfaction is regarded as being one of the most important constructs to evaluate the success of an ERP system from a user perspective. Many conceptualizations are proposed in the literature to measure this construct. From these, the End User Computing Satisfaction (EUCS) instrument developed by Doll & Torkzadeh (1988) seems to be the most appropriate regarding the unique context of ERP systems. Many reported ERP failures and the lack in agreement as to the way to evaluate their contribution to enterprise performance, have led us to conduct an empirical investigation of user satisfaction with several ERP systems. Empirical data was collected using a survey questionnaire which was distributed to ERP users working in four large Tunisian industrial groups. A total of 174 responses were collected and analyzed using structural equation modeling. This study offers a new conceptualisation of ERP user satisfaction. We identify two underlying components of satisfaction: satisfaction with ERP technological features and satisfaction with its content. The findings of this study are useful to IT managers and directors by helping them to evaluate the key components of ERP user satisfaction and then to choose the appropriate ERP for their organization, and also to act separately on one or both of these two components to improve overall satisfaction. Managers should consider, on the one hand, the intrinsic attributes of the system such as user‑friendly interface, easy to use features and presentation quality of the screen and, on the other hand, the quality of information content and its fit with the task supported.

 

Keywords: User satisfaction, ERP, system quality, information quality, measurement instrument, Structural Equation Modeling

 

Share |

Journal Article

Developing an Evaluation Instrument for e‑Commerce Web Sites from the First‑Time Buyer's Viewpoint  pp31-42

Wei-Hsi Hung, Robert J McQueen

© Jan 2004 Volume 7 Issue 1, Editor: Dan Remenyi, pp1 - 66

Look inside Download PDF (free)

Abstract

This paper presents the process of developing an evaluation instrument specifically for the evaluation of e‑Commerce Web sites from the first‑time buyer's viewpoint. The development process is based on theoretical discussions of the Web evaluation and Web user satisfaction literature. A draft evaluation instrument was developed. To enhance its reliability and validity, several iterative trials on e‑Commerce Web sites were conducted. Some modifications were made to the instrument. The final version is capable of evaluating e‑ Commerce Web sites effectively. The instrument provides implications to both Web evaluation practitioners and academics.

 

Keywords: e-Commerce, Web evaluation, user satisfaction, transaction activity, instrument

 

Share |

Journal Article

Designing Measurement Tools to Improve Response Fluency and Certainty: The Case of Online Customer Satisfaction Evaluation  pp116-127

Alice Audrezet, Béatrice Parguel

© Nov 2017 Volume 20 Issue 2, Editor: Shaun Pather, pp59 - 147

Look inside Download PDF (free)

Abstract

Online shopping development went hand in hand with online self‑administered customer satisfaction evaluation requirement. However, the specific context of online rating, without any face‑to‑face clarification, raises the question of accuracy and appropriateness of the chosen tool for respondents. To address this issue, this research proposes the new concept of “response fluency” to qualify the ease with which a question is processed. Applied to the Evaluative Space Grid, a new grid that has been proposed in psychology to measure overall evaluation, this research shows how response fluency mediates the influence of measurement tool design on response certainty. More specifically, it tests the effects of two alternative tool design formats (i.e., a reduction of the grid’s response cell number and the display of labels to the response cells) in terms of response fluency and certainty. Using a between‑subjects experiment, we show that the display of labels in the cells actually increases response fluency and, in turn, response certainty. By contrast, reducing the response cell number does not produce any effect. We contend that well‑designed measurement tools can make the process of responding more fluent and increase respondents’ subjective confidence in their capability of conveying their true evaluations. In the end, this work advocates for new research to design measurement tools likely to engage respondents when answering surveys and prevent dropout rates, which is especially challenging within self‑administered electronic settings.

 

Keywords: attitude certainty, processing fluency, web evaluation, online data collection, tool design, instrument

 

Share |

Journal Issue

Volume 20 Issue 2 / Nov 2017  pp59‑147

Editor: Shaun Pather

View Contents Download PDF (free)

Editorial

 

Keywords: information quality, system quality, service quality, satisfaction, high information intensity, banking sector, E-Supply Chain Coordination, SME Performance, Technology-Organization-Environment Framework, Resource-based View of the Firms, health information systems, information systems integration, interoperability, E-commerce, Jordan, Awareness, Payment, Partial Awareness, Full Awareness, Awareness of Products, Services, Awareness of Brand, Awareness of Delivery, E-commerce processes, Awareness evaluation, attitude certainty, processing fluency, web evaluation, online data collection, tool design, instrument, Networking Sites, Online Social Networking, Facebook, MySpace, Firm, Organization

 

Share |