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Abstract This paper presents a framework that helps assess and synthesize information system (IS) quality using interpretive structural modeling (ISM). The emphasis of the approach presented in this paper is on an integrated framework to understand IS quality. Four standpoints are addressed in this paper while dealing with IS quality. They are multiplicity of perspectives, subjectivity, hierarchy, and completeness. A combination of deductive and emergent approaches was used in this study. IS quality constructs were generated using established theoretical precepts of IS quality. Following a broad‐based questionnaire survey, a smaller subset of respondents participated in an interactive ISM session. This allowed the formalization of how individuals (singly or in groups) produce their own relationships for constructs that are valid for their situations. The analysis of the models generated by such interactions preserves the four views of IS quality. In doing so, it has been shown that reflections of practice can be encapsulated by the method proposed. The paper ends with a discussion on implications for research as well as practice. Copyright © 2002 John Wiley & Sons, Ltd.
Kanungo et al. (Thu,) studied this question.