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A Value-Satisfaction Taxonomy of IS Effectiveness (VSTISE): A Case Study of User Satisfaction with IS and User-Perceived Value of IS

Author

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  • Yair Levy

    (Nova Southeastern University, USA)

  • Kenneth E. Murphy

    (Willamette University, USA)

  • Stelios H. Zanakis

    (Florida International University, USA)

Abstract

Information Systems (IS) effectiveness has been studied over the past three decades, with user satisfaction utilized as a key measure. However, very little attention has been given to the role of user-perceived cognitive value of IS in measuring the effectiveness of such systems. Therefore, this article defines and articulates user-perceived value of IS as an important construct for IS research, not from the financial or ‘net benefit’ perspective to the organization, rather from the cognitive perspective. Following literature review, a new taxonomy of IS effectiveness, Value-Satisfaction Taxonomy of IS Effectiveness (VSTISE), is presented. The VSTISE posits four quadrants to indicate level of user-perceived IS effectiveness: improvement, effective, misleading, and ineffective. A case study using the proposed VSTISE is discussed. Results based on the 192 responses identify several problematic system characteristics that warrant additional investigation for their limited IS effectiveness. Finally, recommendations for research and practice are provided.

Suggested Citation

  • Yair Levy & Kenneth E. Murphy & Stelios H. Zanakis, 2009. "A Value-Satisfaction Taxonomy of IS Effectiveness (VSTISE): A Case Study of User Satisfaction with IS and User-Perceived Value of IS," International Journal of Information Systems in the Service Sector (IJISSS), IGI Global, vol. 1(1), pages 93-118, January.
    • Handle: RePEc:igg:jisss0:v:1:y:2009:i:1:p:93-118
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    Cited by:

    1. Danny Sittrop & Cheryl Crosthwaite, 2021. "Minimising Risk—The Application of Kotter’s Change Management Model on Customer Relationship Management Systems: A Case Study," JRFM, MDPI, vol. 14(10), pages 1-20, October.

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