Case Studies in Knowledge Management

42 Abdel-Aziz and Wahba

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block shows that the level of the OMIS is the final measurement of its capabilities in terms
of system quality, and can be used as a surrogate measure of the block in terms of its
effects on the system usage block.

Information Quality

Information quality defines how good the system is in terms of its output. Factors
in this category span a broad range from importance, relevance, usefulness, and
informativeness to clarity, content, accuracy, and completeness. Information quality
affects the system usage block.

Success Measures in Terms of Usage

Information use refers to the utilization of the outputs of the system. This construct
is most applicable as a success measure when the use of a system is voluntary. User
satisfaction is a construct that measures perceptions of the system by users. It is
considered a good surrogate for measuring system success when use of the system is
required, and therefore amount of use would be equal regardless of the effectiveness of
the system.
However, it is evident that both of these constructs provide feedback to each other,
especially where use is voluntary. Use will influence user satisfaction either positively
or negatively, and user satisfaction will influence use. A more satisfied user might be
expected to increase usage. This block leads to individual impact, and therefore a
combination of the two constructs can be used as a surrogate measure of the block.

Individual and Organizational Impact

Figure 1. OMIS success model

Source: Jennex, Olfman, & Pituma (1998)

Technical

Resources

Level of OMIS

Amount of OMIS

Use

Form of OMIS

Individual Impact Organizational Impact

User Satisfaction

with OMIS

Information

Quality

System Quality