Antecedents of Information and System Quality: An Empirical Examination within the

Context of Data Warehousing

Author(s): R. Ryan Nelson, Peter A. Todd and Barbara H. Wixom
Reviewed work(s):
Source: Journal of Management Information Systems, Vol. 21, No. 4 (Spring, 2005), pp. 199235
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and System
AntecedentsofInformation
Quality:An EmpiricalExamination
WithintheContextofData Warehousing
R. RYAN NELSON, PETER A. TODD, AND BARBARAH. WIXOM
of
andtheDirectoroftheCenterfortheManagement
R. RyanNelson is a Professor
of
at
the
of
Commerce
the
Mclntire
School
at
Information
University
Technology
are in theareasof technology
adoptionand innovaVirginia.His researchinterests
His research
humancapital,andprojectmanagement.
tion,information
technology
hasbeenpublishedin suchjournalsas JournalofManagement
Systems,
Information
and Communications
MIS Quarterly,
oftheACM.
andAssociateDean for
Peter A. Todd is theChesapeakeand PotomacProfessor
of VirGraduateProgramsat theMclntireSchool of Commerceat theUniversity
and
of
areas
are
in
the
interests
His
research
innovation,
technology
adoption
ginia.
He haspublished
interaction.
andhuman-computer
theroleofIT indecision-making
Research.
andInformation
MIS Quarterly
ofjournalsincluding
in a variety
Systems
servesas a senioreditorforMIS Quarterly.
He currently
attheMclntire
Schoolof
ofCommerce
Barbara H. Wixomis anAssociateProfessor
of Virginia.She is a Fellow of theData Warehousing
Commerceat theUniversity
AssociateEditorfortheJournalofBusiforherdatawarehousing
Institute
research,
winneroftheSocietyforInformation
anda two-time
nessIntelligence,
Management
classesin
Wixomteachesgraduateandundergraduate
Professor
PaperCompetition.
focusesondata
andherresearch
andIT strategy,
datamanagement,
datawarehousing,
anduse. She has publishedinjournalsthatincludeJournalof
benefits
warehousing
Research.
andInformation
MIS Quarterly,
Systems
Systems,
Information
Management
is largely
ofinformation
thesuccessful
Abstract: Understanding
technology
adoption
and usage.Althelinkagesamongquality,satisfaction,
based uponunderstanding
havebeenwell studiedin theinformaand usageconstructs
thoughthesatisfaction
andsystem
toinformation
limited
attention
has
been
there
tionsystems
literature,
only
we
this
To
address
the
decade.
over
shortcoming, developeda model
past
quality
of
determinants
nine
fundamental
of
technology
qualityinan information
consisting
fourundertherubricof information
context,
quality(theoutputof an information
reprocessingsystem
system)andfivethatdescribesystemquality(theinformation
model
of
our
the
examined
We
then
the
to
aptness
empirically
quired produce output).
that
organizations
usinga sampleof465 datawarehouseusersfromsevendifferent
tools.The
andanalyticalbusinessintelligence
query-based,
employedreport-based,
and
ofoverallinformation
areindeedpredictive
resultssuggestthatourdeterminants
balance
strikes
a
model
that
our
and
in
warehouse
data
environments,
system
quality
We concludewitha discussionof the
and parsimony.
betweencomprehensiveness
ofinformation
andimplementation
andthedevelopment
forboththeory
implications
in practice.
applications
technology
/Spring2005,Vol.21, No. 4, pp. 199-235.
JournalofManagement
Systems
Information
2005 M.E. Sharpe,Inc.
0742-1222/2005 $9.50 + 0.00.

200

NELSON, TODD, AND WIXOM

Key words and phrases: businessintelligence

infordatawarehousing,
software,
mationquality,information
systemssuccess,systemquality.

Quality has evolved into a core business concept withmultidisciplinary

apand
firms
dramatic
for
business
value.
When
plications
implications
manufacturing
wereforcedtocometo termswiththequalitychallengeoftheearly1980s,thetotal
had a profound
effecton productdevelop(TQM) movement
qualitymanagement
ment[23, 25, 38]. Since thattime,otherdisciplines,
and human
suchas marketing
resourcemanagement,
haveengagedin qualitypursuits;
theformer
citingevidence
thatthequalityofcustomer
serviceis oftenas important
as thequalityoftheproduct
[87],andthelatter
recognizing
qualityofworklifeas a keydriverofemployeeretention[61]. In addition,overallmeasuresof quality,such as thosecapturedin the
haveproliferated1
[57]. Some
BaldridgeAwardsand BalancedScorecardpractices,
researchers
assertthatqualityof productsand servicesis thesinglemostimportant
determinant
ofa business'long-term
success[3, 15].
to
in thebroaderbusinessliteraattention
the
Despiteincreasing
qualityconstruct
attention
to
information
and
has
ture,
systemquality becomeless centralin recent
to understand
users'reactionsto information
years.Instead,in an effort
technology
havefocusedon perceptions
relatedto IT use,predominantly
ease
(IT), researchers
ofuse andusefulness,
with
other
related
factors
such
along
(e.g.,[21,77]). Although
havebeenimportant
in explaining
IT usage,theyarerelatively
abstract
perceptions
and,as a result,providelimitedguidanceforsystemdesigners[31,75]. Orlikowski
andIacono [59] havenotedthatsuchIT research,
whichemploysa "proxyview"of
- theIT artifact
has
lost
its
connection
to
the
field's
core
technology,
subjectmatter
itself.We believethatidentifying
thedimensions
oftheIT artifact
thatshapequality
can providethisconnection.
a setof antecedents
that
Thus,theprimary
purposeof thisresearchis to identify
define
the
nature
of
IT
the
artifact
and
drive
information
and
simultaneously
system
in WixomandTodd[84],we willempiriquality.Buildingon thefindings
reported
of thesedeterminants
as aids in theprediction
and undercallytestthesuitability
ofqualitywithin
an IT context.
A secondresearch
is
to
standing
objective explorethe
area of data warehousing,
three
business
specifically
popular
intelligence
applica- predefined
tions
ad hocqueries,andanalytical
tools.WehopetoprovideIT
reports,
witha better
ofthesecontemporary
toolstohelpthemcreate
managers
understanding
IT infrastructures
thateffectively
support
organizational
decision-making.

The QualityConstruct
There are multiple perspectiveson qualityin thebusinessliterature.
In a comReeves
and
Bednar
four
dominant
viewsofquality:
review,
prehensive
[65] identify

ANTECEDENTS OF INFORMATION AND SYSTEM QUALITY

20 1

withspecifications,
qualityas excellence,qualityas value,qualityas conformance
The excellenceview suggeststhatqualityis
and qualityas meetingexpectations.
Thevalueperspective
thatnotiontosugrefines
assessedon someabsolutestandard.
tothecostsofachieving
ofexcellenceneedtobe assessedrelative
gestthatthestandards
ideas
to suggestthatquality
viewfurther
these
them.Theconformance
systematizes
and quantifiable
be assessedin termsof a consistent
deliveryof valuerelativeto a
expectations
suggests
specificdesignideal.Finally,thenotionofqualityas meeting
thatmayrelateto
to customer
thatqualityis definedby conformance
expectations
in shapingtheir
thataresalientto consumers
excellence,value,andotherattributes
ofquality.
perceptions
relativetoexpectations
ReevesandBednar[65] notethatqualityassessments
repon quality,withthecriticalexemplarbeing
resentthemostpervasiveperspective
servicequality.Zeithamlet al. [88] defineservicequalityas thedegreeto whicha
a set of
serviceexceedscustomerexpectations.
Further,
theyempirically
identify
aboutservice
customerexpectations
thatcollectivelydetermine
serviceattributes
includeresponsiveness,
assurance,tangireliability,
quality;theseserviceattributes
salient
beliefs
about
notion
that
with
the
Consistent
andempathy.
objectsand
bility,
havebeenempirically
tested
behaviors
[26],thesefivefactors
shapebroaderattitudes
in shapingservicequality.
toestablishtheiroverallutility
ofsettings
acrossa variety
In theinformation
referenced,
(IS) literature,
qualityhasbeena frequently
systems
withthe
construct
butrelatively
ill-defined,
(e.g., [4, 8, 41, 51, 71]). Furthermore,
ofIT servicequality(e.g.,[37,40, 63]),thestudyofqualityas a keydepenexception
Thefollowing
dentvariablehasbeenlargelysupplanted
byusageintheIS literature.
conwhiledevelopingthetheoretical
literature
sectionprovidesa reviewofrelevant
textforthequalityofIS.

ContextforQuality
TheTheoretical
have beencreatedto place qualityintoa broadertheoretical
Some IT frameworks
fromShannonandWeaver[69]andMason[52],DeLone
context.
Buildingonconcepts
andsystemqualityas thekeyinitialantecedinformation
andMcLean [22] identify
thesenotions,Seddon[67] developeda respecified
entsforIS success.Extending
modelofIS success,whichshowsthatinformation
qualityjointly
qualityandsystem
measuresof systembenefit,
influence
by perceivedusefulrepresented
perceptual
withuse).These,
nessandusersatisfaction
(whichSeddon[67] definesas satisfaction
aboutthebenefitsof futureuse, and subsequently,
in turn,influenceexpectations
actualusage of IT, whichcan have a seriesof positiveor negativeorganizational
consequences[46, 50].
and
havefocusedon empirically
Relatedefforts
assessingtheroleofinformation
in
a
of
and
satisfaction
of
as
antecedents
[64,
variety settings 68,
usage
quality
system
level.However,itis clear
at
a
holistic
treat
studies
such
70,84,85]. Ingeneral,
quality
Goodhue
are multidimensional
thatqualityconstructs
[42, 64, 67]. Moregenerally,
basis
for
the
determinacan
a
of
IS
attributes
user
evaluations
that
notes
provide
[31]
tionofIS value.

202

NELSON, TODD, AND WIXOM

a "good" setof IS dimensions.

whatconstitutes
One criticalissue is determining
the
thatshapequality.
Weoffer
fourkeygoalsforthesetofdeterminants
Collectively,
dimensions
should:
andsystem
overallinformation
1. be complete
(inthesenseofexplaining
quality);
2. be relatively
parsimonious;
andsystem
natureofinformation
ofthemultifaceted
3. enhanceunderstanding
and
quality;
canbe influenced
4. be actionable,
inthesensethatthedimensions
systhrough
temdesignormanagerial
intervention.
of
of thedimensions
Usingthesefourgoals as a guide,we willturnto a derivation
model
of
ofthoseintoa
information
andsystem
quality.
qualityandtotheintegration

Information
Quality
forinformation
a variety
ofdefinitions
Researchers
haveintroduced
(ordata)quality.
viewofinformation
In general,thedefinitions
takeeitheran intrinsic
ora contextual
ofinformation
Theintrinsic
viewconsiderstheproperties
largelyinisolation
quality.
a measureof
viewreflects
froma specificuser,task,orapplication.
Thus,theintrinsic
values
thedata
an
the
actual
the
IS
and
between
data
values
agreement
by
presented
in therealworld[47,60], thedegreeto whichdatavaluesarenotinaccurepresents
andinconsistent
rate,outdated,
[48],andtheaccuracyofinformation
byan
generated
limited
IS [31, 67, 82]. Althoughthisis an important
it
is
somewhat
perspective,
because it treatsinformation
as an objectthatcan be assessedin isolationof the
towhichitis applied.Thus,intrinsic
context
butnotsufficient,
qualityis a necessary,
condition
to determine
information
quality.
A context-based
viewextendsthenotionofinformation
thatit
quality,suggesting
needstobe definedrelativetotheuseroftheinformation,
thetaskbeingcompleted,
andtheapplication
information
[47,60]. Fromthisperspective,
beingemployed
quality
is assessedbythedegreetowhichitis helpfulincompleting
a particular
task[27,45,
in termsof the
62, 72, 74, 81, 82]. For example,thismightbe assessedabstractly
usefulness
oftheinformation
in aidingdecision-making.
The contextviewexpands
thedimensions
of information
such
qualitybeyondaccuracyto includedimensions
as relevance,
andcurrency
oftheinformation
thatshapeperceptions
of
completeness,
in
the
context
of
use
[82].
quality
In additiontointrinsic
andcontext-based
dimensions
ofinformation
Wang
quality,
and Strong[82] also suggestthatthereis a representational
dimension.
The roleof
ininformation
format
anddecision-making
haslongbeena topicofstudy
processing
inIS research(e.g.,[11,36,76, 79, 83]). The representational
dimension
the
reflects
to
which
information
facilitates
and
degree
presentation
effectively
interpretation
theformat
oftheinformation
is an important
of
dimension
therefore,
understanding;
information
quality[64].
therearemyriad
dimensions
thatcanbe considered
underthelabelof
Collectively,
andrepresentational
information
andthereis littleconintrinsic,
contextual,
quality,

ANTECEDENTS OF INFORMATION AND SYSTEM QUALITY

203

a completeandyetparsimonious
sensuson whatconstitutes
setofinformation
qualdimensions
on
the
of
andrepcontextual,
[80]. Building
categorization intrinsic,
ity
dimensions
resentational
providedbyWangandStrong[82],we havedistilleda core
as follows:accuracy(reflecting
setofinformation
intrinsic
qualitydimensions
qualcontextual
and
and
format
(reflect(reflecting
quality),
ity),completeness currency
theirderivation,
andtreatment
inprior
quality).Thedimensions,
ingrepresentational
areshowninAppendixA.
literature
definedas thecorrectness
in themappingof stored
Accuracyis mostcommonly
statein therealworldthattheinformation
information
to theappropriate
represents
refinethenotionofaccuracyto includethe
[5, 27, 43]. WandandWang[80] further
notonlyis correct,
and objective,butalso
idea thattheinformation
unambiguous,
The
of
this
refinement
is thenotionthatthere
believable.
element
and
key
meaningful
to
Information
notonlymustbe acis an important
component accuracy.
perceptual
to thenoextension
curatebutmustalso be perceivedto be accurate[82].A further
to thecorrectness
of the
tionof accuracyis consistency
[5, 27, 34, 41], referring
of
and
of
items
information
information
over
or
between
amongmultiple
relationship
of correcttime.In judgingaccuracy,we wouldassertthatusersassessperceptions
fromsystemsovera protracted
extracted
nessof information
periodof time.Their
oftheinforcorrectness
overallsenseofaccuracymaybe shapedbytheunderlying
the
of
of
the
and
of
the
information,
mation,perceptions
believability
consistency
longitudinal
experiences.
also can be shapedbycompleteness.
Beyondaccuracy,thequalityof information
which
all
to
refers
to
the
possiblestatesrelevantto theuser
degree
Completeness
to
in
information
the
stored
arerepresented
[5,27, 34, 80]. Itis important
population
ofcompleteness
onlycan be maderelativetotheconrecognizethattheassessment
textualdemandsoftheuserandthatthesystemmaybe completeas faras one useris
Whilecompleteness
is a design
in theeyes of another.
butincomplete
concerned,
and
ofthe
the
based
on
collective
is
its
assessment
experience perceptions
objective,
systemusers.
as an important
factorin
has beenidentified
In additiontocompleteness,
currency
refers
to
the
information
contextual
degreeto
quality[4, 8, 16, 35, 54]. Currency
which
the
information
the
to
is up to date,or
whichinformation
precisely
degree
is a contextual
reflectsthecurrentstateof theworldthatit represents.2
Currency
is dependent
on taskand
of systemqualityto theextentthatitsassessment
attribute
for
demands
have
different
Users
userperceptions
and,as a conse[6].
currency
may
foronetaskmaybe viewedas toodated
thatis viewedas current
quence,information
relativeto thetaskdemandsover
of currency
foranother.
Again,userperceptions
ofinformation
determinant
timewillbe an important
quality.
inTable 1 isformat.Formatis
ofinformation
Thefinaldimension
qualitycaptured
tiedto thenotionof representational
quality[4, 47, 53, 82]. Formatrefersto the
in a mannerthatis understandable
andinis
which
information
to
presented
degree
There
is
in
the
of
a
task.
and
thus
aids
the
to
user,
significant
completion
terpretable
conclusionfromthis
and theone consistent
researchon information
presentation,
is highlycontingent
ofa particular
lineofresearchis thatthesuitability
presentation

204

NELSON, TODD, AND WIXOM

Table 1. Information
QualityDimensions
Dimension

Definition

Accuracy

The degree to which informationis correct,

unambiguous, meaningful,believable, and
consistent.
The degree to which all possible states
relevantto the user population are represented
in the stored information.
The degree to which informationis up-to-date,
or the degree to which the informationprecisely
reflectsthe currentstate of the world that it

Completeness

Currency

Format

represents.
The degree to which informationis presented in
a manner that is understandable and
interpretableto the user and thus aids in the
completion of a task.

Information
qualitycategory
Intrinsic

Extrinsic;
contextual

Extrinsic;
representational

are shownin Appendix

in priorliterature
Note: The dimensions,theirderivation,and treatment
A.
__

matchesthedemandsof thetaskand the

on themannerin whichthepresentation
mentalmodelemployedby theuser [78]. Thus,theassessmentof formatwill be
over
taskswiththesystem
different
oftheusercompleting
shapedbytheperceptions
time.
andlabeledas dimensions
offactors
To summarize,
a number
havebeenidentified
of
an integration
inAppendixA; however,
ofinformation
(data)qualityas illustrated
that
framework
theliterature
based on Wangand Strong's[82] organizing
suggests
ofinformation
thesefactors
canbe reducedtoa relatively
concisesetofdeterminants
curare accuracy,completeness,
we identify
quality(see Table 1). The dimensions
andformat.
thesefourdimensions
Collectively,
rency,
appeartocapturethekeyelementsof information
qualityby takinginto accountthe intrinsicpropertiesof
information
related
tocorrectness,
factors
taskperforthecontextual
driving
quality
characteristics
ofinformation
mance,as wellas therepresentational
quality.Foreach
itis important
torecognizethatqualityis notassessedin an absoluteand
dimension,
thattheassessment
of
ofqualityis tiedtotheperceptions
objectivesense,butrather
information
consumers
whoareworking
on specifictaskswithinspecificcontexts.
assessment
we concludethatthesedimensions
criteria,
Applyingourfour-model
enhanceunderstanding
ofthemultifaceted
natureofinformation
qualitybycapturing
dimensions
relatedto theintrinsic,
viewsofinformaand
extrinsic, representational
tionqualityand by emphasizing
theimportance
of contextand perception
in the
overallqualityassessment.
we proposethatthesedimensions
areactionable
Further,
in thattheycan guidea designerto refinespecificfacetsof a systemin an effort
to
enhancequality,and thedimensions
are relatively
over
30
parsimonious,
distilling
dimensions
in theliterature
intofourkeyconstructs
relatedto quality.
represented

ANTECEDENTS OF INFORMATION AND SYSTEM QUALITY

205

is theextenttowhichthisexplanation
Whatremainstobe determined
is completein
in a globalassessment
thesenseof explainingthevariation
of information
quality.
theempiricalstudythatwillprovidethisassessment,
we turnour
Priortodescribing
ofthedimensions
ofsystemquality.
to an assessment
attention

SystemQuality
treatment
thaninformation
Overall,system
qualityin
qualityhasreceivedlessformal
In addition,
elementsofsystemqualityoftenareintermingled
with
theIS literature.
thatarecloselyrelatedto servicequalityandease of use. Forexample,
dimensions
of systemdimensions
thatrelateto IS serBaileyand Pearson[4] includea variety
Rai et al. [64] equatesystemqualitywith
vicesin theirstudiesof usersatisfaction.
of
of
ease
use.
measures
Althoughtheseconstructs
clearlyare related,
operational
is
use
A
that
to
be
to
same.
are
not
the
easy
mayalso be perperceived
system
they
ease of use maybe a consequenceof system
ceivedto be highquality;therefore,
bundledwitha highlevelofIT servicemaybe viewedto
systems
quality.Similarly,
be ofhigherquality,
makingservicequalitya covariateto thequalityofthesystem.
of systemsuccessmodels(e.g., [67]).
arethecornerstone
Such interrelationships
in
toensureconceptual
makeitall themoreimportant
Theseinterrelationships
clarity
In thisregard,we wouldsuggestthat
ofconstructs.
anddistinction
thespecification
to systemqualitythataredistinct
thatactas antecedents
thereareuniquedimensions
factors.
fromeitherease ofuse or service
To theextentthatinformation
qualityis relatedmostcloselytotheoutputofan IS,
reflects
the
processingsystemrequiredto producethat
information
systemquality
ofinteracuserperceptions
of
dimensions
the
Thus,
systemqualityrepresent
output.
should
be pertionwiththesystemovertime.In thissense,higher-quality
systems
anduse [21].
havehigherlevelsofusefulness
ceivedas easiertouse and,ultimately,
with
context
thegoal
within
an
occurs
interaction
organizational
typically
System
of sysdimensions
it
is
useful
to
consider
a particular
ofcompleting
task;therefore,
are
thatrangesfromsystemtotask.Systemdimensions
temqualityusinga spectrum
uses and
acrossdifferent
of a systemthatare largelyinvariant
thosecharacteristics
of task,context,or application.Task dimensionsare
can be assessedindependent
willdependon thetaskandsetting.
thoseforwhichan assessment
Drawingon over
oftheliterature
of systemquality,ourassessment
20 studiesthatdefinedimensions
inTable2 anddetailedinAppendixB) suggeststhattherearefivekey
(summarized
to systemquality:accessibility,
dimensions
flexibility,
responsetime,and
reliability,
to
a
and
are,
largeextent,systemdimensions.
Accessibility reliability
integration.
thatare largelyindependent
of usage.Response
definedproperties
Theyrepresent
thatareperhapsbestevaluatedin
arecharacteristics
andintegration
time,flexibility,
task-related.
ofspecifictasksandshouldbe considered
thecontext
Below,we explore
eachin turn.
it conthedegreeto whicha systemand theinformation
Accessibility
represents
low effort
tainscanbe accessedwithrelatively
[4,53, 54, 82].Accesstoinformation
to
forsystemquality.It is a systemproperty
condition
can be viewedas a necessary

206

NELSON, TODD, AND WIXOM

Table2. SystemQualityDimensions
Dimension

Definition

Accessibility

The degree to which a system and the

informationitcontains can be accessed with
relativelylow effort.
The degree to which a system is dependable
(e.g., technicallyavailable) over time.
The degree to which a system offersquick
(or timely)responses to requests forinformation
or action.
The degree to which a system can adapt to a
varietyof user needs and to changing conditions.
The degree to which a system facilitatesthe
combination of informationfromvarious sources
to support business decisions.

Reliability
Response time

Flexibility
Integration

Systemquality
category
System-related

Task-related

in priorliterature
are shownin Appendix
Note: The dimensions,theirderivation,and treatment
B.

theextentthatthesystemitselfis eitheraccessibletoa userornotaccessible,regardto accomplish.

less ofthetaskthattheuseris trying
ofa systemovertime[10,71, 73]. It can be
refersto thedependability
Reliability
ofthesystemandcan be concretely
as thetechnicalavailability
definedobjectively
Deormeantimebetweenfailures.
measuredbymetrics
suchas uptime,
downtime,
individualso
is
true
that
it
can be measuredobjectively,
spitethefactthatreliability
of measuredreliability.
thatareindependent
als mayhaveperceptions
ofreliability
Considera userwhoonlyworkswitha system
oncea weekfora shortperiodoftime.
A moment
effect
on
ofdowntime
detrimental
duringthattimemayhavea significant
ofreliability
arekeytodetermining
Thus,userperceptions
system
quality.
reliability.
Responsetimerefersto thedegreeto whicha systemoffers
quick(or timely)rekindsof sysor action[4, 20, 24, 35]. Different
sponsesto requestsforinformation
tems(e.g.,transaction
decision
often
are
processing,
designedoroptimized
support)
to providecertainresponsetimes,and usersmayperceivetheresponsetimeof a
basedonthekindoftaskthattheyareperforming.
Forexample,usersmaybe
system
tolerant
of
an
times
for
Internet
buttheywouldbe
very
longresponse
application,
muchless tolerant
ofa similarresponsetimein a desktopapplication.
To theextent
thatthisis thecase,we arguethatresponsetimeis a task-related
ofa system,
property
andoneinwhichuserperceptions
mayvaryfromobjectivemeasures.Whilethetwo
shouldbe relatedin mostcases, ultimately
it is theperceptions,
nottheobjective
that
will
of
and
behavior.
measures,
guideperceptions quality usage
relatesto thedegreeto whicha systemcan adaptto a varietyof user
Flexibility
needsandtochanging
conditions
offlexibility
[4,33,54,82].Thedefinition
suggests
theneedto adaptto changingconditions
and different
userneeds,makingit a task
of systemquality.To theextentthata systemwill be used overtimeand
property
mustprovideinformation
as inputto a widevariety
ofdecisiontasks,flexibility
can

ANTECEDENTS OF INFORMATION AND SYSTEM QUALITY

207

ofquality.The relativeimportance
offlexibility
be expectedtobe a keydeterminant
on
the
to
which
task
demands
indetermining
degree
changeover
qualitymaydepend
is less
forexample,we might
time.In a datawarehouse
context,
expectthatflexibility
forstatic
in thecontextofpredefined
(whichprovideinformation
reports
important
forquerying
and analysis,whichare less structured
and
tasks)and moreimportant
time.
morelikelytochangeover
thecombinarefers
tothedegreeto whicha systemfacilitates
Finally,integration
fromvarioussourcesto supportbusinessdecisions[4, 53, 82].
tionof information
and thus,integration
will varyacrosstasksand contexts,
The needforintegration
will require
Tasksthatare moreinterdependent
a task-related
property.
represents
thatsupport
toa greater
thatfacilitate
largely
degreethansystems
integration
systems
tasks
independent [32].

andSystemQuality
ofInformation
Determinants
it is usefulto thinkof
and systemqualitytogether,
information
Whenconsidering
ofa systemandthesystemas theinformation
as theproduct
information
processing
of
[22]. As notedabove,thekeydimensions
systemthatproducestheinformation
Thekeydeterandformat.
information
currency,
qualityareaccuracy,completeness,
and
of systemqualityareaccessibility,
minants
flexibility,
reliability,
responsetime,
and
should
information
these
determinants
system
explain
Collectively,
integration.
with
aboutsatisfaction
userperceptions
shouldinfluence
andtheyindirectly
quality,
andsystem(see Figure1).
theinformation
a user's
factors
thatsystem
theliterature
As explained
earlier,
mayinfluence
suggests
the
the
information
or
satisfaction
with,
of,
by system[12].Moreprovided
perception
indifferentiating
over,pastconfusion
qualityfactors
qualityfrominformation
system
effectsmayexist
(see AppendicesA and B) suggeststhatcrossoveror interaction
theresearchmodelincludescrossoverrelabetweenthetwoconstructs.
Therefore,
and
from
(systemandinformaquality(information system)to satisfaction
tionships
andsystem
effect
ofinformation
qualityon information
tion)as wellas an interaction
and systemsatisfaction
satisfaction
(see Figure1). These relationships
explorethe
exist.
that
more
may
relationships
complexquality/satisfaction
possibility

EmpiricalStudy
A cross-sectional surveywas conducted totestthemodelinFigure1. Theconwitha datawarehouse.Specifically,
textof thesurveywas userexperiences
survey
of
with
three
business
on
their
to
were
asked
types
experiences
report
participants
toolsmostcommonly
employedto access and analyzedatawarehouse
intelligence
information:
software,
(2) querytools,and(3) analysistools.
(1) predefined
reporting
that
is
set
software
is
Predefined
projectteamand
by
up thedatawarehouse
reporting
information.
is runbyuserson a regularbasisto providepredetermined
Querytools
innonroutine
to satisfy
forthemselves
information
allowuserstoextract
unplanned,
ofinformation
andmodeling
toolsallowthemanipulation
needs.Analytical
formation

208

NELSON, TODD, AND WIXOM

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ANTECEDENTS OF INFORMATION AND SYSTEM QUALITY

209

froma datawarehouse.
Thefollowing
extracted
sectionsdescribethestudy,
including
and
theinstrument
the
development
process
samplethatwas used.

Instrument
Development
ofthesurveyinstrument
followedtheprocessproposedbyMooreand
Development
Benbasat[55].A literature
reviewwas conducted
tolocatepastoperational
measures
underinvestigation,
of
were
oftheconstructs
from
valigroups questions
compiled
to represent
each construct,
and wordingwas modifiedto fitthe
datedinstruments
and graduatestudents
data warehousecontextto be studied.Next,tenprofessors
sortedtheitemsintoseparatecategories,
identifying
ambiguousor poorlyworded
items.Itemswereremovedandminorwording
changesweremadepriorto a second
The threeitemsthatwere
whichdidnotuncoverfurther
roundofsorting,
problems.
wereselectedforeach qualitydimensionand included
mostaccurately
categorized
ina randomorder.3
Eachquestionwas measuredona sevenonthesurveyinstrument
from
scale,ranging
(1) strongly
disagreeto (7) strongly
agree.
pointLikert-type
wasfurther
theinstrument
reviewedbyacademics
thesurvey,
Beforeimplementing
anddatawarehousing.
withknowledge
ofsurveydesign,IS quality,
andpractitioners
The resulting
Minorchangesweremadebasedon theirsuggestions.
surveywas then
to
from
a
problems
largepublicuniversity identify
usingrespondents
pilot-tested
and procedures.
For thispilottest,
withtheinstrument's
content,
format,
wording,
datawareto 250 activeusersofa largepublicuniversity's
surveysweredistributed
Pilot
in
a
rate.
com29
73
house; responded,
response
participants
resulting
percent
written
comments
about
and
and provided
length,wording,
pletedtheinstruments
wereinterviewed
togaina richerunderstanding
Two oftheparticipants
instructions.
theinternal
Thedatawereanalyzedregarding
ofthefeedback.
consistency
reliability
the
0.7
and
each
exceeded
Cronbach's
oftheconstructs
accepted levelof
alpha,
using
[58].
reliability
weremadeto the
Based on theresultsof thepilotsample,minormodifications
the
constructs
fromFigure
included
items
final
The
survey
measuring
surveydesign.
and self-reported
items.
The
1 as well as a seriesof demographic
usage
specified
areshowninTable3.
itemsanddescriptive
statistics,
organizedbyconstruct,

Sample
senttomembers
ofthe
weresolicitedvia an e-mailannouncement
Studyparticipants
a freestudyto assess the success of their
Data WarehousingInstituteoffering
ofindusSevenorganizations
froma variety
datawarehousesoftware.
organization's
tries(e.g.,healthcare,consumer
agreed
goods,financialservices,andgovernment)
was askedto distribute
Each organization
toparticipate.
surveysvia inpaper-based
All surveyswereconfimailtoall oftheactiveusersofitsdatawarehouse.
teroffice
information
was
collected.
no
dential; identifying
Completedsurveyswere
personal
and returned
to theresearchers.
collectedby a contactpersonat each organization
with
an
Table
overallstudyrevaried
across
rates
(see
4),
organizations
Response
21
465
rate
of
yielding completedsurveys.
percent,
sponse

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ANTECEDENTS OF INFORMATION AND SYSTEM QUALITY

2 13

Table4. Participating
Firms
Company

Surveys
sent*

Surveys
returned

Responserate
(percent)

A. Health care
129
40
31
B. Packaged goods
300
92
31
C. Financial services
179
23
13
D. Health care
42
108
39
E. Public sector
172
14
1,200
F. Public sector
231
61
26
G. Public sector
66
35
53
Overall
21
465
2,213
* Numberof
surveyssentto each company.We cannotbe certainthatall surveyssentwere
to data warehouseusers.Thus, our effectiveresponserateis likelysomewhathigher
distributed
thanreportedhere.

The averageage oftherespondents

was 42 years,and40 percentweremale.The
12
tenurewiththeirorganization
had
an
of
and 18 years
average
years
respondents
Their
in
total
work
the
fromclerivaried
experience.
positions
organizations
average
with58 percentbeinganalysts,
andtheyrepresented
cal to seniormanagement,
difThedemographic
ofthesample
functional
areasacrosstheorganization.
ferent
profile
is showninTable5.
All respondents
usedat leastone ofthethreekindsofbusinessintelligence
tools,
all levelsof bothrelativeand absoluteuse of thesoftware.
The
and theyrepresent
whoreported
theirrelative
in Figure2 showthenumberofrespondents
histograms
andabsoluteuse ofeachtoolacrossthesevenpossiblelevelsofusage(i.e., 1 = low
normaldistribution,
aluse; 7 = highuse). Relativeuse followedan approximately
usersof theanalysisand predefined
reporting
thoughthereweremanyinfrequent
distribution
andhada largenumber
tools.Absoluteuse followedmoreofa uniform
low levelsofusageforall threetools.Collectively,
thevarofrespondents
reporting
and experiences
ied usage levelssuggesta reasonablevariancein userinteractions
withthebusinessintelligence
technology.

Results
The research model was tested usingpartialleastsquares(PLS), a structural
models[7,
modelingtechniquethatis well suitedforassessingcomplexpredictive
of thescales used to
teststhepsychometric
18, 86]. PLS concurrently
properties
measurethevariablesin themodel(i.e., themeasurement
model)and analyzesthe
of therelationships
and direction
amongthevariables(i.e., thestructural
strength
used fortheanalysis,and thebootversion
2.91
was
[19]
model)[49]. PLS Graph
method(100 resamples)used to determine
thesignificance
of the
strapresampling
model.
within
the
structural
paths

214

NELSON, TODD, AND WIXOM

Table5. StudyParticipants
Number
Organizational level
Senior management
Middle management
First-levelsupervisor
Analyst
Clerical

13
95
48
257
27

3
22
11
58
6

22
79
22
37
82
96
116

5
17
5
8
18
21
25

180
270

40
60

Functional area
Accounting
Finance
Human resources
Informationsystems
Marketingand sales
R&D
Other
Gender
Male
Female

Percent

Average age: 42 years

Average years at company: 12 years
Average years in workforce:18 years

Model
Measurement
of internal
modelincludedtheestimation
The testof themeasurement
consistency
itemsforeach ofthe
anddiscriminant
andtheconvergent
validityoftheinstrument
threetechnologies
querytools,andanalysistools).Table3 lists
(predefined
reports,
forresponsesacrosseach
reliabilities
thesurveyscalesandtheirinternal
consistency
measureswerewellabovetherecommended
All reliability
ofthethreetechnologies.
levelof0.70,indicating
[58].
consistency
adequateinternal
and discriminant
These itemsalso demonstrated
validity.
convergent
satisfactory
variance
extracted
have
an
when
constructs
is
average
Convergent
validity adequate
theAVE fromthe
discriminant
(AVE) of at least0.5 [28]. For satisfactory
validity,
andother
construct
shouldbe greater
thanthevariancesharedbetweentheconstruct
constructs
in themodel[18]. Thiswas trueforeachofourconstructs
(see Appendix
whenitemsload above 0.50 on their
C). Convergent
validityis also demonstrated
associatedfactors;
all ofthemeasureshavesignificant
loadingsabovethesuggested
threshold
(see AppendixD).

Structural
Model
The pathcoefficients
andexplainedvarianceforthestructural
modelsareshownin
of information
Figure3. Overall,thefourdeterminants
qualityexplainedover75

ANTECEDENTS OF INFORMATION AND SYSTEM QUALITY

2 15

Tool Usage
Figure2. SampleBusinessIntelligence

= 0.779; query= 0.782;

percentof thevariancein information
quality(predefined
and
format
are
driversof inanalysis= 0.761). Completeness,
accuracy,
significant
formation
for
and
tools.
quality predefined
reports,
querytools,
analysis
Currency
was notsignificant
in anycase.
influence
on information
Accuracyappearsto havethestrongest
qualityforall of
thebusinessintelligence
tools.The dimensionis mostinfluential
forpredefined
reand
somewhat
less
so
for
and
tools.
is
the
second
ports
query analysis
Completeness
mostinfluential
and itis moreimportant
to analysistoolsthanitis for
determinant,
Formatis slightly
less influential,
and it has a slightly
predefined
reports.
stronger
effect
withinthecontextofpredefined
tools.
reporting
of systemqualityexplainedapproximately
75 perOverall,thefivedeterminants
= 0.731; query= 0.743; analysis=
centofthevariancein systemquality(predefined
andintegration
aresignificant
driversof
0.759). Reliability,
flexibility,
accessibility,

216

NELSON, TODD, AND WIXOM

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Notes: 1 = Predefined
2 = querytools;3 = analysistools;* p < 0.05,
software;
reporting
** p < 0.01, ***/?< 0.001.

ANTECEDENTS OF INFORMATION AND SYSTEM QUALITY

217

tools,whereasresponse
systemqualityforthethreekindsof businessintelligence
in thecase ofanalysistools.
timeis onlysignificant
influenceon systemqualityacrossthe
Reliabilityappearsto have thestrongest
tools.On average,accessibility
threebusinessintelligence
andthenflexibility
arethe
the
two
are
for
nextmostinfluential
reversed
factors,
although
positions
querytools.
to
have
a
level
while
of
effect
on
theassessThus,
reliability
appears
universally
high
weakeffect,
mentof systemquality,andintegration
,
appearsto havea consistently
ofaccessibility
andflexibility
therelativeeffect
appearstobe moretool-dependent.
we did notfindan interaction
Withinthisspecificcontextof data warehousing,
the
frominforsatisfaction.
betweensystemandinformation
And, crossovereffects
andsystem
satisfaction
werenotsignificant
mationandsystem
qualitytoinformation
it shouldbe
and
tools.
withinthecontextsof predefined
However,
reporting query
thecontext
ofanalysistools,thepathleadingfromsystem
notedthatwithin
qualityto
was significant
satisfaction
information
(0.413),andthepathfrominformation
qualThiswillbe exploredfurther
next.
was notsignificant.
satisfaction
itytoinformation

Discussion
This study develops and tests a model thatexplainshow varioussystemand
user
andsystemqualityand,ultimately,
information
influence
attributes
information
of
determinants
is
Based on empiricalresults,it appearsthatour set
satisfaction.
andsystemqualityin datawarehouseenviofoverallinformation
indeedpredictive
and
and thatourmodelstrikesa balancebetweenbeingcomprehensive
ronments
that
the
determifrom
the
results
it
is
clear
same
At
the
time,
empirical
parsimonious.
nantsofqualityarenotall equivalentin theirpredictive
powerwithinthecontextof
datawarehousing.
acrossall threedata
determinant
Forinformation
accuracyis thedominant
quality,
thisis not
attribute
of
information
core
intrinsic
As
the
warehouse
quality,
technologies.
At thesametime,thissuggests
context.
especiallyin a datawarehousing
surprising,
overallperceptions
in
thatreflects
variance
thatthereis significant
accuracy
perceived
information
of
the
it
reinforces
ofinformation
importance managing
quality.Further,
would
be
that
users
It
should
not
assumed
of
accuracyas a keydeterminantquality.
data.
as providing
initiatives
high-quality
recognizedatawarehouse
universally
thethree
across
most
influential
determinants
are
the
next
format
and
Completeness
accentuated
of
be
The
datawarehousing
may
technologies. importance completeness
ofdisparateinformation
becausetheintegration
inthedatawarehouseenvironment,
sourcesis a keydatawarehouseimplementation
objective.Formatalso has a consiswitha warehouse's
whichis againconsistent
acrossthethreetechnologies,
tenteffect
orientation.
Ourresultssuggestthatthesethreedianddecision-making
information
ofthevarianceininformation
accountforthree-quarters
mensions
qualcollectively
the
and
to
test
would
be
research
Whereas
consistency
required
subsequent
ity.
itprovidesan initialindication
thata
acrossothercontexts,
ofthisfinding
robustness
information
andmanagedtoinfluence
canbe identified
offactors
smallnumber
quality.

2 18

NELSON, TODD, AND WIXOM

The resultssuggestthata datawarehouseprojectshouldemphasizeaccuracy,

comexand
format
as
the
drivers
of
information
pleteness,
primary
quality.Ultimately,
testswouldneedtobe conductedto assessthedegreeofcausality.
perimental
Theseresultsalso suggestthatmoreattention
needsto be givento thedifferences
are
acrossvarying
the
three
information
technologies.
Although
qualitydimensions
to
there
seem
be
across
the
three
business
tool
do
significant
intelligence contexts,
seems
somedifferences
inthestrength
Forexample,completeness
oftherelationships.
to increasein importance
to querytoolsto analysis
movingfrompredefined
reports
If you considerthatpredefined
tools.The reverseis trueforaccuracyand format.
are
much
more
these
makesense.A usermayexpect
restrictive
tools,
reports
patterns
a predefined
tooltoprovidelesscompleteinformation
(i.e.,accesstodatais
reporting
restricted
towhathas beenpredefined),
andthatsameuserwouldexpectmoreaccurateinformation
(becausethereporthas beenwell plannedand defined)in a better
format.
The absenceofa significant
effect
forcurrency
likelystemsfromthenatureofthe
itemsthatmeasuredit. The currency
questionswereasked in absoluteterms;for
Giventhatstandard
fromthetoolis alwaysup-to-date."
example,"The information
it
not
thatabsodatawarehouses,
contain
historical
is
data,
surprising
bydefinition,
lutecurrency
information.
didnotinfluence
a user'ssatisfaction
withdatawarehouse
It wouldbe interesting
to see ifcurrency
morewithintechnology
contexts
matters
suchas onlinetrading
orreal-time
is
critical.
A
where
absolute
warehousing
currency
specificexampleof thelattercase is theuse of data miningin homelandsecurity
TheNationalScienceFoundation's
andInformation
Sciences
applications.
Computer
andEngineering
directorate
has recently
research
in
this
area.4
begunsponsoring
to
is
the
most
influential
determiTurning systemquality,reliability consistently
nant.As a keysystemdimension,
similarto
reliability
appearsto havean influence
thetworesultssuggesttheprimacy
ofintrinsic
andsystem
accuracy.Together,
propertiesinshapingquality.Froma designperspective,
thissuggeststhattherearestable
attributes
thatcan be managedto influence
shouldbe priquality.These attributes
maryconcernsin systemdesign.
is similarinmagnitude
toreliability
forpredefined
andnextin
Accessibility
reports
overall
for
the
three
business
tools.
Such
an
makes
magnitude
intelligence
ordering
intuitive
sense.Reliability
relatesto a perception
of systemdependability.
Willthe
systembe therewhenit is needed?Assumingthatit is available,does it provide
access to therightinformation?
has a significant
influenceand
Finally,flexibility
to
be
for
tools.
Because
appears
particularly
important query
querytools,bydefiniad
therelativeimportance
tion,support hoc,unplanned
offlexibility
seems
requests,
plausible.
had a consistent
effectacrossthethreetoolcontexts.
that
Integration
Considering
mostdatawarehousing
toolsareexpectedtoprovideintegrated
data(thisis oftenthe
mainpointofdatawarehousing),
itseemslogicalthatintegration
shouldbe a relevant
attribute
in thecontextofdatawarehousetechnologies.
forthethreetools.It maybe thatresponsetime
Responsetimewas notsignificant
forbusinessintelligence
toolsis relatively
less criticalto theperception
of overall

ANTECEDENTS OF INFORMATION AND SYSTEM QUALITY

2 19

systemquality.Because a data warehousedoes nottypicallysupportan ongoing,

information
real-time
process,itdoes seemreasonablethatlittleweightwouldbe put
ortacticalin nature.Thisis consison responsetimeunlessproblemswereextreme
forcurrency
as itrelatesto information
tentwithourargument
quality.Once again,
are
the
and
homeland
onlinetrading
security
applications
typesof systems
systems
time.
necessitate
fast
thatwouldseemto
response
The crossovereffectsfoundin theresearchmodelalso shedlighton ourunderof interactivity
thatmakessystem
a continuum
of quality.Theyhighlight
standing
withanalysistoolsthanwiththeothertwotoolconmoreprominent
characteristics
and theuser's
in whichtheinterface
texts.Data analysistoolshave environments
on thedatathattheanalysistool
haveobviouseffects
withtheinterface
interaction
toolfromtheoutputit proan
access
hard
to
differentiate
it
be
and
may
provides,
affects
theuser'sinformation
sense
that
vides.Giventhis,it makes
systemquality
andthatinformation
was so strong
thatthisinfluence
We weresurprised
satisfaction.
toolcontext.It
within
the
satisfaction
information
influence
not
did
analysis
quality
to exploreexactlywhatcharacteristic(s)
researchers
forfuture
wouldbe interesting
betweenthesystemanditsoutput.
ofanalysistoolslead to theambiguity
toolswantto
itappearsthatusersofbusinessintelligence
ourresults,
To summarize
that
and
flexible
havea reliable,easy-to-access,
system providesaccurate,
integrated,
levelsof
these
usershave different
and
well-formatted
and
information,
complete,
ofa
tools.Therestrictiveness
kindsofbusinessintelligence
fordifferent
expectations
Usersappear
thatvariesone's expectations.
characteristic
toolmaybe an important
in an absolutesense,or witha
is current,
information
less concernedwithwhether
forbothresearchand the
responsetime.Theseresultshave implications
particular
the
butonlyafterconsidering
of IT applications,
and implementation
development
tothisstudy.
inherent
limitations

Limitations
beforediscussingimplications
needtobe considered
threelimitations
Thefollowing
withinthespecificdowas
conducted
research
this
forresearchandpractice.First,
can
ornotthefindings
whether
As a result,itis uncertain
mainofdatawarehousing.
Second,thisrebe appliedmorebroadlyor to otherspecificformsof technology.
andthestudycontainsthetypicallimisearchwas basedon a cross-sectional
survey,
included
associatedwiththiskindofresearch
tations
Third,thisresearch
methodology.
onlyspecificfactorsbased on priorresearch,butdid nottesttheuniversalset of
andsystemquality.
forinformation
antecedents

forResearch
Directions
andconceptuallinkagesrelated
attributes
previousstudieshaveidentified
Although
andsystem
ofinformation
focusonthedimensions
a comprehensive
toquality,
qualin
asof
the
One
IT
literature.
from
the
absent
been
has
challenges
surprisingly
ity
can
that
enhance
measures
and
definitions
find
to
is
understanding, be
sessingquality

220

NELSON, TODD, AND WIXOM

andhavethepotential
toguidemanagement
action[65]. In
practically
implemented,
thisregard,
oneofthekeycontributions
ofourworkis theidentification
ofa comprehensivesetofdeterminants
thatpredicts
is relatively
andmost
quality,
parsimonious,
enhancesunderstanding.
We feelthatthismodelcan serveas a powerful
important,
lensbothin interpreting
theresultsof priorinvestigations
and in shapingrigorous
research
modelsforfuture
that
tie
to
satisfacinquiry attempt together
system
quality,
tion,anduse.
Theantecedents
ofIS usageandvaluenowcanbe evaluatedusingthelensofqualin
the
of
Morespecifically,
information
ity
design an IT artifact.
quality(completeand
and
ness, accuracy,format, currency) systemquality(reliability,
flexibility,
andresponsetime)nowcan be connected
to usersatisfacintegration,
accessibility,
tion(information
andsystemsatisfaction,
as depictedinFigure1. Our
respectively),
resultssuggesta wayto integrate
elementsof thetechnology
artifact
withtheuser
and
use
that
to
avoid
the
associated
withtakinga
perceptions
helps
potential
pitfalls
"proxyview"ofIT [59].
Further
ofthemodelshouldexamineitsrobustness
and stability
acrossIT
testing
environments.
We believethatevolvingbusinessor technological
factorsmayalter
thenatureandrelativestrength
oftherelationships
ina conceptual
model,suchas the
one developedhere.Ourresultssuggestthatsomefactorsare moreimportant
than
othersinthedatawarehousing
thatwe examined.Itis notcleariftheseresults
context
will be stableacrosstechnologies
or applications.
In fact,one wouldsupposethat
about
the
effect
relative
ofthequalityattributes
fordifferent
forms
oftechtheorizing
avenueofresearch
topursue.Contemporary
nologywouldbe an important
examples
includeWeb-basedapplications
services[17]. In additionto
[42] andmobileInternet
onlinetrading
andhomelandsecurity,
thatshouldpresent
contemporary
applications
a different
testofthemodelwouldbe reservation
andsomereal-time
invensystems
andresponsetime).
torysystems(requiring
currency,
integration,
Therealso is theopportunity
tolookatchangesinthemodelacrossdifferent
kinds
of technologies
withinthesamecontext(similarto thisstudy)withthepurposeof
characteristics
influence
thestrength
of the
investigating
exactlywhichtechnology
Forexample,thisstudyseemstosuggestthattherestrictiveness
qualityantecedents.
ofa toolmakesa difference
in shapingqualityperceptions.
othernontechniFurther,
cal characteristics,
suchas tasktypeoruserdemographics,
roles
mayplayimportant
in understanding
userswithtacticalversusstratequality.Withindatawarehousing,
access to dataversusdepartmental
access to
gic tasksor ones withenterprise-level
datamaycause different
variations
oftheresearchmodelevenwhenthesamebusinessintelligence
toolis used.Thisneedstobe studiedfurther.
In additionto examiningthestability
of resultsacrosstechnologies
and applications,themodelshouldbe testedwithalternative
on
measurement.
We
perspectives
havetakentheapproachofaskingforabsoluteassessments
ofqualityattributes
that
areinterpreted
relativetoindividual
need.Alternative
toassessingquality
approaches
based on expectation
gaps,as is typicalin theservicequalityliterature
[37], might
also be considered.

ANTECEDENTS OF INFORMATION AND SYSTEM QUALITY

221

ofdifferent
research
couldexploretherelationship
future
In addition,
development
For
to
information
and
and
systemquality. example,do
methodologies techniques
Does extreme
more
flexible
lead
to
programapplications?
practices
object-oriented
Thus,themodelprovidesan avenuetoconcepreliability?
mingincreaseapplication
tualizehow variousdesignmethodsand techniquesmightinfluencesystemand
This providesan aptheindividualqualityattributes.
information
qualitythrough
on systemusefuleffects
to theirultimate
proachforlinkingdesignmethodologies
anduse.
ness,usability,

forPractice
Implications
ofa
topracticeinthreeimportant
Thisstudycontributes
ways.First,thedevelopment
should
to
satisfaction
and
then
to
antecedents
modellinkingspecificquality
quality
andinfluence
understand
tobetter
allowsystem
systemuse.For
designers
ultimately
studied
ourfindings
tools
business
the
three
case
of
in
the
here,
intelligence
example,
andclearly
on
be
should
that
accurate,
complete,
focusing producing
suggest designers
With
information
enhance
in
to
informationtheirquest
formatted
respectto
quality.
systemquality,designerswill have thegreatesteffecton qualityif theyfocuson
relationThecrossover
andflexiblesystem.
a reliable,accessible,integrated,
creating
thatthe
need
to
know
when
that
may
analysistools,designers
designing
shipssuggest
its
with
satisfaction
theusers'ultimate
affects
output
qualityof thesystemstrongly
As datais collectedacrosstechandfocuson improving
systemqualityaccordingly.
itshouldbecomeclearertowhatextentthere
environments,
nologiesandindifferent
and special-purpose
aredominant
factors,
quality
secondary
qualitycharacteristics,
factorsthatwillguidedesign.Thus,forexample,ifaccuracywereto emergeas the
of information
determinant
dominant
quality,itwouldsuggesttheneedto payparareembeddedin applications.
to thewayvalidationtechniques
ticularattention
of
a
can
nine
determinants
of
Second,theset
play usefulrolein thecomparison
Forexample,
off-the-shelf
fora commercial
vendorsolutions
application.
competing
solutions
businessintelligence
it wouldbe usefulto be able to comparecompeting
on bothinformation
withrespectto theirrelativeweighting
quality(completeness,
and systemquality(reliability,
and currency)
integraflexibility,
accuracy,format,
the
As we beginto understand
andresponsetime)as appropriate.
tion,accessibility,
it shouldbe possibleto use meaofthevariousqualityfactors,
relativeimportance
intheevaluationofsoftware
suresdiagnostically
options.
shouldserveas an aid toimplementation
thequalityfactors
Finally,understanding
andtrialphases,
strategies,
testing
Managerscanshapecommunication
management.
rolloutsso thattheybetterlead to positiveuserreactions.For exand technology
clarofinformation
canhelptoshapeperceptions
testing
approaches
ample,usability
to
ensure
ofinformation
qualityassuranceprocessesmaybe needed
ity.Descriptions
shouldprovidebothmanagers
various
the
to
Attention
qualitydimensions
accuracy.
toolsformanaging
additional
anddesigners
processes.
implementation

222

NELSON, TODD, AND WIXOM

Conclusion
Based on the theoretical linkage betweenqualityandusage,theprimary
objectiveofthisstudywas toincreaseourunderstanding
ofinformaofthekeydimensions
tionand systemquality.More specifically,
we soughtto identify
a comprehensive,
setof determinants
thathelppredictthequalityof an IT artifact.
yetparsimonious,
Based on theliterature,
a totalofninefundamental
ofIT-related
determinants
quality
wereidentified,
fourundertherubricofinformation
quality(theoutputofan IS) and
fivethatdescribesystemquality(theinformation
toproprocessingsystem
required
ducetheoutput).
The ninedeterminants
collectively
portionofthevariance,
explaineda substantial
over75 percent
overallforinformation
and
overall
74 percent
quality approximately
forsystemquality.We believethattheseresultssupporttheaptnessof our model
withina data warehousing
context,and thatthemodelstrikesa balancebetween
and
ofhow
whileproviding
additional
comprehensiveness parsimony,
understanding
In
will
areshaped. conclusion,
we hopethatthisresearch serveas
qualityperceptions
a catalyst
foraction,encouraging
bothresearchers
tofocusonqualandpractitioners
ityas a coreconceptwithintheIT discipline.
Theauthors
thankIzakBenbasat,Dale Goodhue,StefanoGrazioli,Michael
Acknowledgments:
reviewers
fortheirhelpful
of
comments
onearlierdrafts
Morris,PeterSeddon,andanonymous
thispaper.

Notes
1. Itis estimated
that50 percent
oflargecompaniesinNorthAmericaandEuropeareusing
thebalancedscorecardformeasuring
thequalityof financial,
and human
customer,
internal,
resourcesperformance
[571.
2. Currency
is also commonlyreferred
to as timeliness
(see AppendixA) and has been
further
refined
by Bailou et al. [6] to includebothcurrency
(how
(age of data)and volatility
longan itemremainsvalid).
3. Twoquestionswereusedtoformeachofthetwoscalestomeasureinformation
satisfactionandsystemsatisfaction.
4. www.nsf.gov/od/lpa/news/03/fact030124.htm
(accessedJuly22, 2004).

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