Measuring success of electronic trading in the insurance industry: operationalising the disconfirmation of expectations paradigm

The paper focuses on the need to develop a measure of information system performance that is usable in a case study setting. A measurement technique is presented based upon interpreting self-assessed rating data in conjunction with interviews from informants within the insurance industry. The operationalisation of the technique builds upon developing work from previous studies and applying the disconfirmations of expectations paradigm in a qualitative setting. A number of conceptual issues are raised relating to the nature of expectations and problems associated with measuring expectation gaps are also discussed. Findings from a self-assessed rating instrument are presented and the measurement technique discussed. Benefit success outcomes are interpreted as measures of realised performance against original expectations. Three benefit success outcomes are defined as: deficiency, where performance falls below expectation; neutrality, where performance meets expectations; and efficiency, where performance exceeds expectations. This surrogate measure of benefit success allows managers the ability to reflect upon overall performance to date. The paper also identifies a number of key lessons for managers in developing successful electronic trading.