Academic journal article European Research Studies

Evaluating the Effectiveness of Management Information Systems for Small and Medium-Sized Enterprises: A User Satisfaction Approach

Academic journal article European Research Studies

Evaluating the Effectiveness of Management Information Systems for Small and Medium-Sized Enterprises: A User Satisfaction Approach

Article excerpt

1. Introduction

Despite the fact that a number of information systems and services are available for small and medium-sized enterprises at the software market, many implementation projects fail because they ignore small business specifics, their expectations and the needs of the management. The automated business processes effectiveness analysis, information and technological infrastructure are not paid necessary attention while designing and introducing systems. It results in lack of real data integration; insufficient functionality of the information system; in increasing number of insignificant business operations; growing complexity in information system implementation projects. Small and medium-sized enterprises' managers face a difficult task of choice, on the one hand, inexpensive information system with simple and flexible architecture, good price, feasible system administration tools; and on the other, effective enough to do automated business with all its specific features.

The main quality indicator for information system is its functionality - ability to satisfy the customers' information needs, while taking effective management decisions. Besides functionality and flexibility as the ability of quickly adapting to the constant growth of the company, the important quality features of an information system are: degree of Internet technologies usage, data security, system performance (easy administration, usability, speed and accuracy in information processing, the suitability and adaptability to changes, reliability, fault tolerance, ease of installation, and maintainability, etc.). Eventually, the system is to provide balance among simplicity of use, functionality and adaptability to changes (ISO/IEC 25000:2014).

2. Theoretical, Informational and Empirical, and Methodological Grounds of the Research

In our research we use the systems approach to define quality criteria of information systems for small and medium-sized enterprises in terms of their end-users. The system of interconnected models and algorithms, which allows the user to make a right choice of the information system among many alternatives, is based on these criteria. The functional structure and main features of information systems for small and medium-sized enterprises available at the Russian market were analyzed to make this research. Such experts as company's representatives as well as specialists in information systems development were surveyed. Statistical analysis was conducted according to the results of simulation modeling of the small enterprise which produces plastic packaging.

Modeling information systems functional structure: The main quality criterion of the information system in terms of a company manager is its ability to increase company's commercial effectiveness. It is possible to ensure if the management system involves only those functions which help to meet company's main objective - growth of profits. Consequently functional structure of the designed information system must include the most significant business processes which define the key factors of a business (Liapis et al., 2013; Keisidou et al., 2013; Havlicek et al., 2014; Bondarenko et al., 2017; Nikolova et al., 2017; Kosinova et al., 2016; Helisek, 2016).

In the proposed approach (Shpolianskaya) the information system functional model is based on target business model, when each goal is reached by means of a corresponding function. The target model is a complex hierarchical structure of interaction of control indicators, where each indicator influences the indicator on the higher level. The quantitative estimates of a model determine the influence degree of each control indicator that is a result of corresponding function on a main objective of a business. This objective is also the information system effectiveness indicator. Ranging of the obtained estimates allow to single out the group of the most significant management functions. …

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