An expectation-perception gap analysis of information systems failure

Linda S. L Lai

pp. 130-141

in: Trevor Wood Harper, Nimal Jayaratna, Bob Wood (eds), Methodologies for developing and managing emerging technology based information systems, Berlin, Springer, 1999

Abstract

This primary objective of this paper is to investigate new ways to tackle the old problem of organisation failure of information systems (IS) development. IS failure is defined as a gap between what the users expect from an information system and how well these expectations are met by the perceived performance of the delivered system. Problems leading to this expectation-perception gap are identified and modelled as five interrelated discrepancies or gaps throughout the process of IS development. The antecedents pertaining to each gap and corrective measures to close the gaps are also suggested. Success in IS development could be achieved by closing the five interrelated gaps and thus closing the expectation-perception gap.