Justifying information system value: Development of a method for measuring customer advisory system effectiveness

摘要

Information systems (IS) managers in companies are under increasing pressure to justify the value and contribution of customer advisory systems to the profitability of the organization. Measuring the usefulness of systems is critical to an understanding of this value contribution. This paper proposes a multidimensional model and method for assessing the effectiveness of customer advisory systems by inviting end-users to express their opinion on 25 criteria which are grouped into 5 areas. The model is illustrated with results of a survey among bank employees.rnadvice systems; customer advisory systems; effectiveness; enquiry systems; information systems; measurement; model; multidimensional model; satisfaction; value