An Empirical Study of the Expectation- Perception Gap of I.S. Development

This paper adopts a notion of expectation-perception gap of systems users as information systems (IS) failure. Problems leading to the expectation-perception gap are identified and modelled as five interrelated discrepancies or gaps throughout the process of information systems development (ISD). It describes an empirical study on how systems developers and users perceive the size of each gap and the extent to which each problematic issue contributes to the gap. The key to achieving success in ISD is to keep the expectationperception gap closed by closing all 5 pertaining gaps. The gap model suggests that most factors in IS failure are related to organizational, cognitive and social aspects of information systems design. Organization requirement analysis, being the weakest link of IS development, is particularly worthy of investigation.

Authors:

• Linda
• Sau-ling Lai

Keywords:

• Information Systems Development
• Expectation- Perception Gap
• Gap Analysis
• Organization Analysis.

References:

[1] Bartis, E., & Mitev, N. (2008). A multiple narrative approach to
information systems failure: a successful system that failed. European
Journal of Information Systems, 17(2), 112-124.
[2] Buyya, R., Yeo, C. S., Venugopal, S., Broberg, J., & Brandic, I. (2009).
Cloud computing and emerging IT platforms: Vision, hype, and reality
for delivering computing as the 5th utility. Future Generation computer
systems, 25(6), 599-616.
[3] Davis, A.M. (1990). Software Requirement Analysis and Specification,
Prentice-Hall International, Englewood Cliffs, N.J.
[4] Galleta, D.F. and Lederer, A.L. (1989). Some cautions on the
measurement of user information satisfaction. Decision Sciences, 20(3),
419-439.
[5] Lyytinen, K. (1988). Stakeholders, information systems failures and soft
systems methodology: an assessment. Journal of Applied Systems
Analysis, 15, 61-81.
[6] Smithson, S.C., and Land, F.F. (1986). Information systems education
for development. Information Technology for Development, 1(2), 59-74.
[7] Wood, M. (2008). Project Failure Statistics and Facts. The Project
Management Hut, http://www.pmhut.com/project-failure-statistics-andfacts
(accessed July 2012).
[8] Zeithaml, V.A., Parasuraman, A., and Berry, L.L. (1990). Delivering
Quality Service: Balancing Customer Perception and Expectation, The
Free Press, N.Y.