Perception differences of software success: provider and user views of system metrics

The success of information systems (ISs) is normally defined as a composite of such performance measures as cost, time, and savings. With few systems being completed on time and within budget, application developers and users have moved to other perspectives that reflect value to organizations. Sometimes these other approaches include feedback from peers, subordinates and various other stakeholders instead of the traditional superior-subordinate performance evaluation models. Noticing the need to improve existing IS success measures for providers and users, common instruments were used to measure difference in perception over the distinct stakeholder groups of IS users and IS staff. Based on confirmatory factor analysis (CFA), the data support significant differences in perceptions between IS users and IS staff on the indicators of IS service, user satisfaction and IS staff job performance. The findings suggest efforts should be made to establish partnerships with all stakeholders to provide a more complete control process for IS development. This may include spelling out the requirements, metrics to be used, an the expectations of the deliverables and the current state of technology. Software metrics of success depend on where an individual is in the organization. Agreeing on the system success cannot occur until there is a mutual understanding of objectives and the purpose of the software. (C) 2001 Elsevier Science Inc. All rights reserved.