IMPROVING USER SATISFACTION IN THE POST-IMPLEMENTATION PHASE OF A LARGE-SCALE INFORMATION SYSTEM

Colman Gantley

2008

Abstract

This paper presents a framework for identifying and improving user satisfaction for implemented information systems. Frequently, the post-implementation phase of a systems lifecycle is ignored and problems go undetected, which leads to user dissatisfaction. A poorly designed system can become a barrier for users and often they become reluctant to tolerate and use the system. If users resist working with the technology, the potential for the system to generate significant organisational performance gains can be lost, rendering the introduced system a costly mistake. This paper attempts to refine usability beyond just human-computer interaction (HCI). It introduces the Post-Implementation, Usability Synergy (PIUS) framework, which focuses on six different elements, including: training, functionality, reliability, working environment and interfacing, all centred on the actual users of the system, with the aim to enhance user satisfaction towards the new system.

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Paper Citation


in Harvard Style

Gantley C. (2008). IMPROVING USER SATISFACTION IN THE POST-IMPLEMENTATION PHASE OF A LARGE-SCALE INFORMATION SYSTEM . In Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 5: ICEIS, ISBN 978-989-8111-40-1, pages 388-392. DOI: 10.5220/0001713703880392

in Bibtex Style

@conference{iceis08,
author={Colman Gantley},
title={IMPROVING USER SATISFACTION IN THE POST-IMPLEMENTATION PHASE OF A LARGE-SCALE INFORMATION SYSTEM},
booktitle={Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 5: ICEIS,},
year={2008},
pages={388-392},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0001713703880392},
isbn={978-989-8111-40-1},
}


in EndNote Style

TY - CONF
JO - Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 5: ICEIS,
TI - IMPROVING USER SATISFACTION IN THE POST-IMPLEMENTATION PHASE OF A LARGE-SCALE INFORMATION SYSTEM
SN - 978-989-8111-40-1
AU - Gantley C.
PY - 2008
SP - 388
EP - 392
DO - 10.5220/0001713703880392