Exploration of Success Factors of Information System: Keywords

IJCSI International Journal of Computer Science Issues, Vol.
10, Issue 1, No 2, January 2013

ISSN (Print): 1694-0784 | ISSN (Online): 1694-0814
www.IJCSI.org 226
Exploration of Success Factors of Information System

Bikram Pal Kaur1 and Himanshu Aggrawal2
1
Ph.D Scholar, Department Of Computer Science Engineering,Punjabi University
Patiala, 147002,Punjab, India
2
Professor, Department Of Computer Science Engineering,Punjabi University
Patiala, 147002,Punjab, India
The studies of Yeo[1] suggests that IS are user-

Abstract interfaced systems which are required for supplying the
In current decades, the organization is highly effected by the information and also for processing the information to
successful implementation of Information system (IS). In support the strategies ,different functions of the various
today's business there are also no boundaries and hence the departments as well as ,decision making processing of
joint venture between customers and challengers are usual. IS
the management in the business dealings.
provides increased competitiveness and flexibility to business.
It also affects the trade relationships in the market. Whenever
IS is properly implemented ,it facilitates business redesigning The studies done by Delone & McLean's[2] fig 2.
process, supports an organization to offer good products, and represents the three most important dimensions: Service
services. It also enables organizations to participate in new quality, Information quality, System quality which must
advertising programmes and initiate operational effectiveness. be monitored for the user satisfaction. Earlier also in
However the better performance of the organization depends Delone & McLeon[3] proposed this model but it was
upon the successful implementation of IS. Therefore the lacking in showing the benefits of services and support
objective of this paper is to review the success factors of for the e-commerce success in business(see Figure 1).
Information system on the basis of literature survey and
Kumar et al.[4] considered certain management related
proposing the new model for the critical success factors for the
Information Systems in an organization. issues regarding implementation of Information System
. like vendor selection of IS, collaborators in
Keywords: Information System,Critical Success Factors,IS implementation process, project team structure and their
Model, ERP,IS Life Cycle. training.
1. Introduction
System Use
This research paper highlights the previous Quality Individual Organizational
Impact Impact
research work and studies conducted by different
researchers on Critical Success Factors (CSFs) of
Information User
Information System. This paper presents the holistic Quality Satisfaction
observation of all the researches done earlier. The
literature review has been done to collect the overall
observations of the subject under study. In this paper the
Figure 1 DeLone and McLean IS success model (1992).
development related to IS systems relevant for the study
of the critical success factors have been highlighted.
The literature review is an analytical and in-depth
evaluation of the researches done earlier. The
information has been collected from various sources
which are further documented. It also helps in
recognizing the gap that exists in the area of research.
For justification of the literature review, the literature
has been classified into different sections.
2. Information System: Basic Concept
Copyright (c) 2013 International Journal of Computer Science Issues. All Rights Reserved.
IJCSI International Journal of Computer Science Issues, Vol. 10, Issue 1, No 2, January 2013
www.IJCSI.org 227
• To meet the company’s goals and objectives.

• Better decision making.
Figure 2: Depiction of the Updated ISs Success Model (DeLone & • For the development of the productivity.
McLean 2003) • Enhancing the quality of the product.
• Building the competitive edge.
Alter[5] elaborates that the organization in which the • Retention of change management environment.
information systems are implemented are multifaceted, • Creation of Research and Innovation environment.
synthetic, and reason fully designed. The information
system is composed of people, structure, technologies, According to Turban et al. the IS projects can be
and work systems; The IS developers are concerned classified into four categories:
with the design which is according to the goal of the a) Commercial e.g. customer relationship management
organization. Figure3 shows the alignments between (CRM),e-commerce, knowledge management
business and information technology strategies. It also b)Strategic e.g. re-engineering, information architecture
depicts the alignment between organizational and c)Organizational e.g. centralization vs. decentralization,
information systems infrastructures Henderson and outsourcing, resource management;
Venkatraman[6] . The business strategy conversion into d) Technological e.g. database, internet and intranet.
successful Information System Infrastructure requires a
lot much design processes like organizational design for
the formation of organization strategy and information Diniz [10],proposed a three dimensional model for the
system design for the successful information system evaluation of virtual business environments from the
infrastructure. user's perspective by doing the case study of three banks
in a Brazil. The studies includes the services offered,
Strategy functionality, reliability, security of transactions on the
Business Alignment Information
Strategy Technology Strategy
sites and also the users transaction quality. This
evaluation approach is useful to known the quality of the
sites used for Internet banking .
Organizational
Design
Activities Information
Systems
Infrastructure Design
Alignment
Activities
Organizationa Information System
l Strategy Infrastructure
Figure 3. Organizational Design and Information Systems Design

Activities (Adapted from J. Henderson and N. Venkatraman), 1993.)
Allen S. Lee[7] elaborates the framework for the

evaluation of IS in which the combination of behavioral
sciences and design science has been shown in Fig 4.
Shehab et al[8] illustrates that to maintain the

competitive edge in the market and also for increasing
the efficiency and effectiveness of business process the
IS (ERP) is the best enable.
Turban et al.[9] reviews yearly Datamation (a leading

practitioner journal of information systems) and then
suggests why IS are important for a business
organization.
The information systems are required for the following
reasons:
• For the business process reengineering.
www.IJCSI.org 228
Knowledge
Wixon & Todd [13] formed an integrated model which
Environment IS base
differentiate beliefs and attitude about the system from
Relevance Rigor belief and attitudes using system (behavior based).He
People Foundations
built a theoretical logic which links the user satisfaction
.Roles Develop .Theories and technology acceptance. This model bridges the gap
.Capabilities .Theories .Frameworks between the system characteristics and its usage as
.Characteristic .Artifacts .Instruments
.Constructs shown in Figure.5.
Organization .Models
.Strategies .Methods
.Structure & .Instantiation
Culture
.Processes Methodologie
Business Application .Data Analysis
Technology needs Knowledge Techniques
.Infrastructure .Formalisms
.Applications .Measures
.Communication .Validation
Architecture
Criteria
.Development
Capabilities
Evaluate
.Analytical Figure 5: Integrating System Characteristics to TAM, (Wixon & Todd
.Case Study
.Experimental 2005).
.Field Study
.Simulation
Laudon & Laudon [13], describes factors which are
highly enhancing the importance of ISs ;
 the extreme use of internet and communication
technologies,
 Technology forces renovates of business enterprise
 Globalization of business
 Big prospects on the international level
 Growth of information and knowledge market,
Application in Additions to the  Appearance of the digital firm leading to business
the Knowledge Base
Appropriate relationships digitally facilitated
Environment
Al-adaileh, [14] examines the use of IS not only meant
for gaining competitive advantage but also attain
valuable benefits for an organization including,
Figure4 IS research framework Hevner et al.
 Raising productivity,
Khaddaj [11] suggests the software quality factor have a  Small product cycle,
great impact on the information system performance and  Automation of operational decision
should be taken care of large information systems.  Supporting of strategic and tactical decisions
Khaddaj exposed, many elements which leads to the
failure of system's performance. Usability and Sørensen et al.,[15] indicates through the Figure
portability are major problems that need to be 6 ,the decomposition of the management system of
considered which affects software quality. an organization. To enhance the profits and low
operating cost to the management can only be
Almutairi & Subramanian [12], supports through their achieved through a well-constructed and well-
pragmatic application of Delone & McLean model in organized IS . IS provides the information about
private sector organization of Kuwait, find the direct operations for the rational decision making which
linkage between the variables of Delone & McLean helps in increasing effectiveness and efficiency.
modal. They proved that information quality and system
quality influences user satisfaction significantly.
Similarly system usage has a great control on in
individual impact
www.IJCSI.org 229
 IS is a competitive weapon
 The line manager take charge of IS
 Information literacy is must
 Pragmatic planning is must.
 Recognition of the Human Resource Factor
 Third Party alliances
 Executive support systems that aid decision
making process
 Business reengineering is required
The beneficiaries of these IS system are the top
management, IT industry and the operational
management. Therefore IS is a thriving force of the
current business scenario.
3. IS :Life Cycle
Providing effective information technology (IT) support
or business processes has become crucial for enterprises
to stay competitive in their market. Thus, process life
cycle support W. M. P. Vander Aalst [18] and
continuous process improvement adopt a key role in
contemporary and future enterprise computing. The
process life cycle (Figure 7) starts with the (re)design of
a business process. Process modeling and process
Figure 6. Concept of management information systems. [ Sørensen, analysis tools can be used during this phase. Thereafter,
C., Bildsøe, P., Fountas, S.] the business process has to be implemented resulting in
a process-oriented IS. Organizations constantly search
Bechor et al [16], suggests that the strategically for ways to grow and maintain their competitive edge
planning of IS is must. Strategically planning is the and today’s business activities depend greatly on
process of strategic thinking that identifies the most information technology (IT) enablement. This demands
desirable IS on which the organization can implement its that IT maintenance is regarded as a critical process that
long-lasting IS activities and policies. needs to be performed with the highest possible quality.
It requires organization specific knowledge about
Naser Khani, Khalil Md Nor[17] explains that IS internal business operations and explicit technical
capability is related to maintaining competitive knowledge to achieve the desired IT quality.
advantage in IS field. Information Technology's(IT)
competence is in delivering the best IS system, manage
IT costs, and shaping goals of the business .In this study Hanlie Smuts,Alta van der Merwe[19] The survey
the model showing relationship between IS capabilities consisted of 12 constructs
and strategic planning for IS for the effective IS has • Construct 1 : requirement definition -It includes
been developed. Depending on RBV(Resource Based business and functional requirements, operational
View) perspective the variation between two variables processes and procedures and performance requirements.
were studied i.e. IS capabilities and SISP(Strategic
Information System Planning) success. Construct 2: design made up of solution architecture,
reporting solution design, IS operations process
Analysis modelling and IS infrastructure and environments.
IS is the business element required for the future and

success of the business. The successful managers are
those who use IS so that their business communicates
rapidly and effectively over a global network. IS is the
foundation stone of this capability. The key reasons
why IS are required for the current business processes:
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• The last construct, 12, is relationships between project

team and outsource vendors, between project team and
client organization and among outsource vendors.
Analysis
From the above discussion on the life cycle stages of IS,
it is concluded that for successful and effective IS
implementation, the IS of organization must go through
the following phases as shown in diagram:
 Planning process
 Analysis & Design process
 Implementation process
Figure7.Process Life Cycle  Testing process
 Stabilization process
• Construct 3 Programming and testing refers to  Continuous Updation process
solution and reporting solution development, legacy
application development, release management and
 Evaluation process
solution end to end integration.
• Construct 4 is integration and system test and includes 4. Information System : Integrated IS
business readiness testing, parallel run, user acceptance Model
testing and systems integration testing.
It can be concluded from literature discussed above that
• Construct 5 is Data migration is included data the information life cycle are important for of
migration planning, data migration testing and data managing the corporate application assortment. The
migration execution. approach presented here does not correspond just to the
extension of the traditional information system
• Construct 6 is cutover and transition and cover development life cycle. This approach is based in the
transition planning for project to operations, cut over generic lifecycle employed in other contexts like
planning, cut over testing and cut over execution. manufacturing or marketing. In this paper it is proposed
a model of an information system life cycle,
• Construct 7 is business integration and focuses on end supported in the assumption that a system has a limited
user training, behavioral change management and life. But, this limited life may be extended. This model
communication. is also applied in several cases; being reported here two
examples of the framework application in a construction
• Construct 8 is project control and management and enterprise, and in a manufacturing enterprise. this paper
includes scheduling / planning, progress measurement is presenting a framework based in the information
and reporting, roles and responsibilities definition, system life cycle that could be effective to analyze
knowledge management, leadership and project information systems and information technology
management. adopted by a specific enterprise. Although we admit that
this framework could be used in other contexts, our
• Construct 9 Governance and sponsorship is and purpose is analyzing its effectiveness in corporations
comprises of client organization decision-making, client whose business is in manufacturing and construction
organization sponsorship, outsources vendor's industries.
sponsorship, governance structures and forums.
• Construct 10 is commercial management and points to
commercial agreements and administration thereof, as
well as value add to delivery milestones.
• Construct 11 is auditing and risk management and

refers to macro project risk management, data
transformation risk management and internal controls.
www.IJCSI.org 231
Successful planning and implementation is the obvious

goal of any organization that has chosen to go in for IS.
Information System Life Cycle -----------different Planning is very important as well as difficult. So, it is
valuable to have a framework to act as guideline for
phases
planning process. A large number of models have been
Analyse the Forecast Evaluate
suggested and practiced for the Information Systems. An
organization Internal and Accomplishments integrated model for successful IS is developed and
Environment External and Resources shown in the Figure.
development
What
Team Building
,Modeling and Describe
Present what How
consensus
org. best
can
Planning Phase Establish Vision, User & System Mission achieve Vision
Mission, Goals Requirement
achieve Strategies
Analysis
Develop Analysis define
Articulate the Phase
Strategies & deed
organizations Policies Design Guiding
Plan Phase
,Tactics Design Principle influence help
Phase
Implementation Develop Goals achieve
Implementation Architecture &
Phase Design Review Initiatives
Methods
help help
Enablers a achieve
Acquisitio Software End User System achieve Objective
n Hardwar, Dev. & Training Documentatio Conversio inhibit
Software Modificati n n achieve
on ment Action
Barriers Performance
Measures
Testing
Phase Testing
Evaluation
Phase
H/W
Evaluation S/W
IS services
Typical
strategic
Figure9 An integrated modelplanning
for successful IS
IS Deployment processe
s
Maintenance Typical strategic planning processes examine an
examine
Phase organization’s current environment
an and abilities (the
Sustainment
present situation), considerations
organiza about how it would
like to grow or evolvetion’s (the desired future), its
aspirations as an organization (what it will strive to do),
current
Figure8 Information System Life Cycle and its intentions for moving forward (how it will move
environ
ment and
abilities
(the
present
www.IJCSI.org 232
forward) as shown in figure 9. These high-level  Completion of project within time limit.
elements are described below:  Stick schedule of the projects followed.
• The What: These are descriptions of what the  project must be within budget
organization does and what it aspires to achieve—its  Users feel good about IS project
organizational targets—including its goals, objectives, implementation
and quantitative performance measures.  All the requirements must be considered
• The Present: The present situation, or current  Cost objectives must be met
environment, is typically described in terms of the  Intended clients use the project
organization’s mission, guiding principles (or values), Horine [23] from an optimistic viewpoint reviews a
organizational strengths (or enablers), and broad qualities and behavior common among those most
organizational barriers (weaknesses or challenges). successful projects. A thriving project must have:
• The Future: The desired future is described by the IS alignment with the company objectives.
organizational vision and targets.
 Clear defined scope, deliverables and
• The How: The preferred route to achieving the
organizational goals, objectives, and mission is approach in the process of planning.
communicated as a strategy or as strategic goals.6  Role and responsibility has to be clearly
defined to each user and team members.
The studies done by Finch[20] indicates the project  Accuracy must be the priority.
implementation profile (PIP) framework can be utilized  Realistic schedule need to be developed.
for supporting future project's success in terms of  Project team must be customer- focused
defining
and outcome concerned.
 Project mission,
 Constant, efficient, and alerts must be
 Client consultation , present on understanding project
 Schedule/plan , communications.
 Top management support ,  Progression of the project must be measured.
 Personnel Client acceptance,  Project problems and consequent action items
 Technical tasks , must be followed.
 Monitoring and feedback,  Cultivate a strong teamwork.
 Communication,  Prospects and changes in surrounding scope,
 Trouble-shooting . - excellence, agenda, and outlay must be
managed.
Finch & Olson[21] indicates that the achievement of  Availability of experts as project assets as and
planning, budgetary, and business goals are the motives when required.
of the successful implementation of IS projects. The  Identification of risk and its management...
study has indicated that the successful IS projects has  Predict and conquer barriers to guarantee
seven characteristics also known as ‘critical success project accomplish objectives.
factors’ (CSFs);within time limit, within the forecasted
budget, alignment with the business performance, user's P. Soja [24] ,study suggest that the success of IS
acceptance, minimum disordering of the work flow of implementation is only possible if the organization is
organization, slightest effect on the business culture. capable of spending money, time and also provides the
resources. The risk management is also required to done
Belout and Gauvrea[22] proposed the seven items for on the IS project. The user considers IS a failed project
the IS project implementation. They are if implementation of projects is late and it cost a more.
D. Aloini, R. Dulmin, V. Mininno [25] reveals factors

user satisfaction, computer functions, cost, quality of
products, time, that establishes the accomplishment of a
project.
www.IJCSI.org 233
Abdel Nasser H. Zaied[32] has created a new model for

Bartis and Mitev[26] defines the IS success is a multi- the evaluation of success of an information system .He
faceted phenomenon and is socially constructed which is applied the two models, one is Technology Acceptance
affected by stakeholders’ viewpoints. Model (TAM) and other one is DeLone & McLean
update IS success model (D&M).
Thomas and Fernández [27] investigates the
organizations of Australia and do the measurment of IS
project success. There are three categories of success
criterion
 Project management success criteria,
 Technical success criteria,
 Business success criteria.
Therefore the finding of the research is that a clear
definition of success and effective measurement of the
defined criteria is a factor that causes success. Fig 10: Original Technology Acceptance Model (TAM)
TAM Model & D & M updated IS model were used to
Kanaracus[28]reveals that even in the economic generate the integrated evaluation model for IS success.
downera, the companies continue to pay outing on This model is helpful in appraising the critical success
information technology (IT) and their budgets continue factors affecting information systems in public sector in
to climb. Almost every organization uses one criteria Egypt. This model is useful in supporting the decision
from every category. He states that if there is a project makers in evaluating and developing the information
management criteria of ‘on-time’ and ‘on budget’, the systems.
other organization may have another type of category
like business success criteria may have ‘delivery of
benefits’, ‘met business objectives’ and ‘business
continuity.
De Lone and McLean (D&M Model)[29] predicts that

due to the economic downtime and increasing
competition ,cutting the cost is required, which further
intricate companies to assess and observe the
advantages of costs of technology for calculating the
ROI(return on these investments). Human factors, Fig 11: Proposed integrated success model (ISM)
organizational, environmental factors are indirectly
affecting the impacts of IT; therefore, measurement of Accordingly, for measuring the IS success ten
information systems (IS) success is both multifaceted dimensions were projected .They are
and deceptive.  Service quality;
 System quality;
Ika[30] explains the objective of IS success may follow  Information quality;
the criteria of time, cost, and quality where as the  Management support;
subjective perceptions are also important for measuring
 Perceived ease of use;
project success. The evaluation of subjectively
 Perceived usefulness;
perceptions may be done by the satisfaction of different
 Training;
stakeholder groups with regard to the project and its
results.  User satisfaction;
 User involvement.
Hisham, B. M. B. & Mohd[31] reveals that the strategic  Behavior intention
information system planning focuses on budget
establishment , goal defining ,the selection of the best The model assumes that information quality, system
methodology and deciding internal and external quality and service quality are linked to management
contributors. support, training and user involvement, and these in turn;
influence perceived usefulness and perceived ease of use
which affect on behavior intention and user satisfaction
as shown in Figure 11.
www.IJCSI.org 234
Organizational
Industry Factors.
Human forces
Resource
factors Analysis
The critical success factor within the organization is
Strategy hierarchical in nature and can be evaluated by many
-Related Organizational different factors. The organizations are not operating in
Factors Stabilization Culture-related vacuum however they are operating in a some
factor
surroundings, society or in a business. Present business
Planning
Factors
is becoming more competitive and global in a society
Top and industry, therefore certain critical success factors
management's are required to consider for the tomorrow's business.
role for IS IS security Every organization has critical success factors that must
factors
direct individuals in turn department and in turn the
whole organization for the IS success. At this stage it is
IS important to understand the scope of critical success
Infrastructure IS Success factors for IS .The greatest success factors for IS are
related factors
Factors Business relating to most the human resource factors then the
Process planning factors then implementation factors,
Technological related stabilization continuous updation and performance
Factors Implementation factors . There are certain underlying sub factors as
Factors shown in fig 12
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Organizational IS capabilities, Organizational Bikram Pal Kaur is an Assistant Professor in the Deptt. Of
Performance and Strategic Planning, 16th IBIMA Computer Science & Information Technology and is also
Conference (Innovation and Knowledge Management: A heading the Deptt. Of Computer Application in Chandigarh
Engineering College, Landran ,Mohali. She holds the
Global Competitive Advantage) Malaysia 29-30 June
degrees of B.tech. M.Tech, and M.Phil.. And is currently
2011. pursuing her Ph.D.in the field of Information Systems from
[18] W. M. P. van der Aalst, “Business process Punjabi University, Patiala. She has more than 13 years of
management—A personal view,” BPM J., vol. 10, no. 2, teaching experience and served many academic
pp. 248–253, 2004. institutions. She is an Active Researcher who has
[19] Hevner, A.R., S.T. March, J. Park & S. Ram (2004): supervised many B.Tech. Projects and MCA ,M.tech.
Design science in information systems research, MIS dissertations and also contributed 12 research papers in
various national & international conferences. Her areas of
Quarterly, 28(1), 75-105.
interest are Information System, ERP .
[20] Finch,Peter (2003) Applying the stevin Pinto Project Dr. Himanshu Aggarwal, is Professor (Reader) in
Implementation Profile to an Information Projects,Project Computer Engineering at University College of Engineering,
MANAGEMENT Journal 34(3) Punjabi University, Patiala. He had completed his
[21] Olson, D. (2004), Introduction to Information Systems Bachelor’s degree in Computer Science from Punjabi
Project Management, 2nd ed.,McGraw-Hill, New York, University Patiala in 1993. He did his M.E. in Computer
NY. Science in 1999 from Thapar Institute of Engineering &
Technology, Patiala. He had completed his Ph.D. in
[22] Belout, A. and Gauvreau, C. (2004), “Factors influencing
Computer Engineering from Punjabi University Patiala in
project success: the impact of human resource 2007.He has more than 18 years of teaching experience.
management”, International Journal of Project He is an active researcher who has supervised 15 M.Tech.
Management, Vol. 22 No. 1,pp. 1-11. Dissertations and guiding Ph.D. to seven scholars and has
[23] Horine, G. An Absolute Beginner’s Guide to Project contributed more than 40 articles in International and
Management. (2005). ]. National Conferences and 22 papers in research Journals.
[24] P.Soja, Success factors in ERP systemsimplementations, Dr. Aggarwal is member of many professional societies
such as ICGST, IAENG. His areas of interest are
Journal of Enterprise Information Management, 19
Information Systems, ERP and Parallel Computing. He is
(2006) 418-433. on the review and editorial boards of several refereed
Research Journals.

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IJCSI International Journal of Computer Science Issues, Vol.

10, Issue 1, No 2, January 2013

Exploration of Success Factors of Information System

The studies of Yeo[1] suggests that IS are user-

2. Information System: Basic Concept

• To meet the company’s goals and objectives.

Figure 3. Organizational Design and Information Systems Design

Allen S. Lee[7] elaborates the framework for the

Shehab et al[8] illustrates that to maintain the

Turban et al.[9] reviews yearly Datamation (a leading

IS is the business element required for the future and

• The last construct, 12, is relationships between project

• Construct 11 is auditing and risk management and

Successful planning and implementation is the obvious

D. Aloini, R. Dulmin, V. Mininno [25] reveals factors

Abdel Nasser H. Zaied[32] has created a new model for

De Lone and McLean (D&M Model)[29] predicts that

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