Full Text Available
Note: Clicking the button above will open the full text document at the original institutional repository in a new window.
The effectiveness of computer-based information systems: definition and measurement
Determining and enhancing the effectiveness of computer-based information systems (1/S) in organisations remains a top priority of managers. This study shows that the essential nature and role of 1/S is changing and that classic views of 1/S effectiveness have become increasingly inappropriate. Draw...
Saved in:
| Main Author: | |
|---|---|
| Other Authors: | |
| Format: | Thesis |
| Language: | English English |
| Published: |
Department of Information Systems
2026
|
| Subjects: | |
| Tags: |
No Tags, Be the first to tag this record!
|
| _version_ | 1867613286951813120 |
|---|---|
| access_status_str | Open Access |
| author | Miller, Jonathan |
| author2 | Stewart, Theo |
| author_browse | Miller, Jonathan Stewart, Theo |
| author_facet | Stewart, Theo Miller, Jonathan |
| author_sort | Miller, Jonathan |
| collection | Thesis |
| description | Determining and enhancing the effectiveness of computer-based information systems (1/S) in organisations remains a top priority of managers. This study shows that the essential nature and role of 1/S is changing and that classic views of 1/S effectiveness have become increasingly inappropriate. Drawing on the organisational effectiveness literature, it is argued that user perceptions provide a practical alternative and a conceptually sound basis for defining and measuring 1/S effectiveness. A popular measure - User Information Satisfaction - is examined and empirical studies using this measure are critiqued. This reveals limited theoretical grounding or convergence but a growing emphasis on behavioural theory. Based on prior empirical work by the author and expectancy and motivation theory, a model of 1/S behaviours is offered. The model suggests that fit between the needs of the organisation and the capability of 1/S to satisfy these needs is essential to achieving 1/S effectiveness. Several hypotheses are formulated. The development and validation of a particular measurement instrument is traced. The instrument addresses 37 facets of the overall information systems function and respondents complete perceptual scales tapping the relative importance of these facets and how well each is performed. The instrument is used in a field survey of 1025 managers and 1/S staff in eleven large organisations. Attitudes towards 1/S are found to correlate with perceptions of fit between organisational needs and 1/S capabilities. The survey is complemented by management interviews, document analysis and an assessment of the dynamics of the relevant 1/S groups. Cultural and other features associated with perceived 1/S success are found. It is concluded that perceptions of organisational members are central to the meaning of information systems effectiveness, but that the user information satisfaction construct and purely attitudinal measures are inadequate. Based on the notion of fit, a new definition of 1/S effectiveness is proposed. Guidelines for measurement are presented and it is argued that the instrument used in this study is a satisfactory tool. Specific recommendations for management are made and rich opportunities for future research are identified. |
| format | Thesis |
| id | oai:open.uct.ac.za:11427/42919 |
| institution | University of Cape Town (South Africa) |
| language | English eng |
| last_indexed | 2026-06-10T12:33:43.673Z |
| license_str | Not specified — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UCTD — University of Cape Town Open Access Repository |
| publishDate | 2026 |
| publishDateRange | 2026 |
| publishDateSort | 2026 |
| publisher | Department of Information Systems |
| publisherStr | Department of Information Systems |
| record_format | dspace |
| source_str | UCTD — University of Cape Town Open Access Repository |
| spelling | oai:open.uct.ac.za:11427/42919 The effectiveness of computer-based information systems: definition and measurement Miller, Jonathan Stewart, Theo Commerce Determining and enhancing the effectiveness of computer-based information systems (1/S) in organisations remains a top priority of managers. This study shows that the essential nature and role of 1/S is changing and that classic views of 1/S effectiveness have become increasingly inappropriate. Drawing on the organisational effectiveness literature, it is argued that user perceptions provide a practical alternative and a conceptually sound basis for defining and measuring 1/S effectiveness. A popular measure - User Information Satisfaction - is examined and empirical studies using this measure are critiqued. This reveals limited theoretical grounding or convergence but a growing emphasis on behavioural theory. Based on prior empirical work by the author and expectancy and motivation theory, a model of 1/S behaviours is offered. The model suggests that fit between the needs of the organisation and the capability of 1/S to satisfy these needs is essential to achieving 1/S effectiveness. Several hypotheses are formulated. The development and validation of a particular measurement instrument is traced. The instrument addresses 37 facets of the overall information systems function and respondents complete perceptual scales tapping the relative importance of these facets and how well each is performed. The instrument is used in a field survey of 1025 managers and 1/S staff in eleven large organisations. Attitudes towards 1/S are found to correlate with perceptions of fit between organisational needs and 1/S capabilities. The survey is complemented by management interviews, document analysis and an assessment of the dynamics of the relevant 1/S groups. Cultural and other features associated with perceived 1/S success are found. It is concluded that perceptions of organisational members are central to the meaning of information systems effectiveness, but that the user information satisfaction construct and purely attitudinal measures are inadequate. Based on the notion of fit, a new definition of 1/S effectiveness is proposed. Guidelines for measurement are presented and it is argued that the instrument used in this study is a satisfactory tool. Specific recommendations for management are made and rich opportunities for future research are identified. 2026-02-26T13:53:40Z 2026-02-26T13:53:40Z 1989 2024-07-19T13:13:42Z Thesis / Dissertation Doctoral PhD http://hdl.handle.net/11427/42919 en eng application/pdf Department of Information Systems Faculty of Commerce University of Cape Town |
| spellingShingle | Commerce Miller, Jonathan The effectiveness of computer-based information systems: definition and measurement |
| thesis_degree_str | Doctoral |
| title | The effectiveness of computer-based information systems: definition and measurement |
| title_full | The effectiveness of computer-based information systems: definition and measurement |
| title_fullStr | The effectiveness of computer-based information systems: definition and measurement |
| title_full_unstemmed | The effectiveness of computer-based information systems: definition and measurement |
| title_short | The effectiveness of computer-based information systems: definition and measurement |
| title_sort | effectiveness of computer based information systems definition and measurement |
| topic | Commerce |
| url | http://hdl.handle.net/11427/42919 |
| work_keys_str_mv | AT millerjonathan theeffectivenessofcomputerbasedinformationsystemsdefinitionandmeasurement AT millerjonathan effectivenessofcomputerbasedinformationsystemsdefinitionandmeasurement |