Determinants of Information Center Success.

Author List: Essex, Patricia A.; Magal, Simha R.;
Journal of Management Information Systems, 1998, Volume 15, Issue 2, Page 95-117.
This paper examines determinants of information center (IC) success, defined as user satisfaction. The determinants are tested for their relationships to IC success and one another in order to evaluate which have a direct impact on success and which operate indirectly. Prior studies have not looked for relationships among factors, omitting potentially helpful information. Data were gathered from 151 users representing three organizations and were used to develop a model of IC success. The model is consistent with Anthony's levels of management activity in that the determinants correspond to specific levels of planning and control. The determinants and their corresponding management activity levels are as follows: IC role definition is associated with strategic planning, while management control encompasses a variety of services, staff infrastructure, and organizational commitment. Operational control, in the IC environment, is concerned with quality of user-developed applications, quality of individual staff, quality of services, facilitation of end-user computing, and user self-sufficiency. This model of IC success can guide researchers studying information centers and, especially, managers charged with establishing and operating information centers.
Keywords: end-user computing; information center; information system success; management levels
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List of Topics

#248 0.197 computing end-user center support euc centers management provided users user services organizations end satisfaction applications article ibm step field policies
#108 0.155 model research data results study using theoretical influence findings theory support implications test collected tested based empirical empirically context paper
#198 0.138 factors success information critical management implementation study factor successful systems support quality variables related results key model csf importance determinants
#231 0.130 information management data processing systems corporate article communications organization control distributed department capacity departments major user hardware cost applications expansion
#286 0.089 success model failure information impact variables failures delone suggested dimensions mclean reasons variable finally categories years recommendations benefits studies identify
#254 0.071 level levels higher patterns activity results structures lower evolution significant analysis degree data discussed implications stable cluster exist relationships identify
#227 0.058 commitment need practitioners studies potential role consider difficult models result importance influence researchers established conduct investigated establishing appear clearly determining
#78 0.056 planning strategic process management plan operational implementation critical used tactical effectiveness number identified activities years effective developed issues empirical plans