On the differences between information systems' users and analysts: Managing perceptions of systems quality

Abstract

Previous research in information systems quality has concluded that higher user involvement (UI) leads to higher success, i.e., higher satisfaction or higher perceived usefulness. This research has taken a different approach by investigating the effect of differences in analyst and user perceptions of UI on perceived usefulness. We conclude that more understanding can be gained by including the analyst point of view and viewing user involvement as a problem of differences in perceptions. Congruency in this research has been defined as similarity in perceptual views between the analyst and user. The results of this research show that high user involvement remains important to explaining systems success. But the amount of perceived systems usefulness depends on the UI perceptions of the other person (user or analyst).