Who’s the End User? A Question that must be addressed.

8 Feb

It is of uppermost importance that we establish who the end user of the information system is before developing the necessary framework. The end user of the IS system being the customer can possess very different system qualities than if the end user of the system were employees.

“Quality has been defined as fitness for use or the extent to which a product successfully serves the purposes of consumers” (Beverly K. Khan et al 2002)

A framework which is orientated toward an IS system with the customer as its end user possess qualities that tend to lean toward user satisfaction qualities. The addition of “Service Quality” in Delone & McLeans updated success model due to demand of customers for support by the service provider is a prime example of IS systems adapting to its changing external environment (Alarming nature of the changing world).

“This dimension (Service Quality) is more important in an ecommerce environment than ever before, because the users are now customers rather than employees, and therefore, poor user support will translate into lost customers and lost sales.” (H. Delone & R. Mclean 2004)

If the end users of an IS system are primarily customer based as opposed to employee based the framework in question must integrate qualities that a directed toward customer satisfaction. Cause-effect of an IS system whose end users are customers gives rise to a framework adapting qualities such as:

Quality listThe above qualities and associated subcategory dimensions (In bullet points) may be used as a good starting point in developing a framework that determines the quality of an IS system service. Where the end user of the IS system is a solely the customers.


Beverly K. Kahn et al (2002). Information Quality Benchmarks: Product and Service Performance. Communications of the ACM vol. 45.

William H. DeLone & Ephraim R. Mclean (2004). Measuring e-Commerce Success: Applying the D&M IS Success  Model. International Journal of Electronic Commerce / Fall 2004, Vol. 9, No. 1, pp. 31–47.

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