Determinants of Information Center Success

Abstract:

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.

Key Words and Phrases:

• end-user computing
• information center
• information system success
• management levels

Additional information

Notes on contributors

Patricia A. Essex

Patricia A. Essex is an Assistant Professor in the Department of Accounting and MIS in the College of Business Administration at Bowling Green State University. She was awarded her Ph.D. in accounting from Michigan State University and has been a c.P.A. since 1986. Her articles have been published in Advances in Accounting Information Systems and Ohio CPA Journal. Current research interests include the behavioral aspects of information systems, events-based accounting information systems, and learning models.

Simha R. Magal

Simha R. Magal is an Associate Professor and the Coordinator of MIS programs in the College of Business Administration at Bowling Green State University. He received his Ph.D. from the University of Georgia and has been published in Journal of Management Information Systems, MIS Quarterly, Data Base, Information and Management, Information Resources Management Journal, and Journal of Computer Information Systems. He is a member of the editorial board for the International Journal of Electronic Commerce and senior editor of the Teaching and Learning Division of ISWorld Net. His current research interests include various aspects of electronic commerce, end-user computing, and information systems effectiveness.

Douglas E. Masteller

Douglas E. Masteller is a Senior Financial Analyst providing financial support to the Center for Business Knowledge. He received his undergraduate degree in accounting and an M.B.A. in management information systems from Bowling Green State University. He is a CPA. He has seven years of experience in a variety of financial roles with Libbey Owens Ford Company, Toledo, Ohio, and with Coca-Cola Enterprises-Ohio/Kentucky Division, Akron, Ohio. His research interests are in the areas of knowledge management and end-user computing.