Universität zu Köln

Basten, Dirk and Pankratz, Oleg (2015). Customer Satisfaction in IS Projects: Assessing the Role of Process and Product Performance. Commun. Assoc. Inf. Syst., 37. S. 430 - 448. ATLANTA: ASSOC INFORMATION SYSTEMS. ISSN 1529-3181

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Abstract

Despite extensive research over the past several decades, assessing information system (IS) project success is still a challenging endeavor. While the traditional approach takes process performance (time and budget) and product performance (functional and non-functional requirements) into account, the contemporary perspective acknowledges the more comprehensive character of project success and emphasizes the criticality of stakeholder satisfaction. Continuing previous research, we propose and test a model with customer satisfaction as the uppermost criterion of IS project success and process performance and product performance as its determinants. Following recent calls for researchers to investigate the explicit linkage between success factors and success criteria, we also analyze the influence of process transparency on process and product performance. We conducted a survey via a questionnaire with IS experts in Germany. We contribute to a deeper understanding of IS project success by indicating that customer satisfaction is less a matter of time and budget and that a stronger emphasis should be placed on product performance. Moreover, our results illuminate the role of process transparency in IS projects showing that it contributes to both process and product performance.

Item Type:	Journal Article
Creators:	Creators Email ORCID ORCID Put Code Basten, Dirk UNSPECIFIED UNSPECIFIED UNSPECIFIED Pankratz, Oleg UNSPECIFIED UNSPECIFIED UNSPECIFIED
URN:	urn:nbn:de:hbz:38-418624
Journal or Publication Title:	Commun. Assoc. Inf. Syst.
Volume:	37
Page Range:	S. 430 - 448
Date:	2015
Publisher:	ASSOC INFORMATION SYSTEMS
Place of Publication:	ATLANTA
ISSN:	1529-3181
Language:	English
Faculty:	Unspecified
Divisions:	Unspecified
Subjects:	no entry
Uncontrolled Keywords:	Keywords Language INFORMATION-SYSTEMS DEVELOPMENT; COMMON METHOD VARIANCE; SUCCESS; MODEL; IMPLEMENTATION; PERSPECTIVES; ANTECEDENTS; DIMENSIONS; MANAGEMENT; FAILURE Multiple languages Computer Science, Information Systems Multiple languages
URI:	http://kups.ub.uni-koeln.de/id/eprint/41862