eThesis - School of Business electronic theses

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Objective of the study

The objective of this thesis is to examine the components of information system quality and to develop a model for evaluating the impact of good quality on business value created by information systems (IS). The study aims to create a practical instrument that can be used to define metrics for quality in information systems, to improve the communication between the different stakeholders of information systems, and - eventually - to assure and increase the value of information systems.

Theory and methodology

The existing literature did not provide any single framework through which the phenomenon could have been explored. Therefore, a theoretical framework was developed through a thorough investigation on IS quality, IS business value, and IS measurement systems. Based on the investigation, the study introduces a business value approach to IS quality. Constructive research was used as a research method, and semi-structured interviews were conducted to gather new real-world data to the research.

Findings and conclusions

The findings consolidate previous research on IS quality and IS measurement systems. The research indicates that good quality is a precondition for reaching the intended IS business value. Increasing dependence on information systems and the huge costs of poor quality software draw management's attention towards software quality improvement. However, no management process exists that would ensure the realization of good quality. The study proposes a conceptual model that can be used as a tool for evaluating the business value of good quality in information systems.