Factors affecting the success of management support systems: analysis and meta-analysis

This paper gives a traditional review and meta-analysis of the literature on management support systems (MSS) success. Based on an extensive survey of published research in the problem domain factors, affecting MSS success as presented. Both a theoretical examination and an overview of empirical research of each factor are provided. Correlations above r = 0.3 are found for user maturity of IS department, flexibility, realism of user expectations quality of user documentation, formal development, user training, management support, and user expectations. Thus far, user involvement is the most widely investigated variable in empirical research. In this paper, the author makes an attempt to distinguish objective user involvement from user involvement as experienced by the user. Effect sizes for the latter variable appeared to be larger than findings for the first. Indicating that a 'feeling' of user involvement is more important than user involvement itself. A further analysis of the data shows effect sizes for laboratory studies to be lower, and more homogeneous than findings of field research. Furthermore, correlation between the contingency factors and user information satisfaction appeared to be higher than findings which used usage as the independent variable. The relation between the contingency factors and usage appears to be diminishing over time. This may be caused by the fact that MSS less often fall below the level at which managers cease to use the systems.