Information Systems Implementation Delays and Inactivity Gaps

This paper presents findings of an empirical study into how delays and inactivity gaps affect end user perception in the system implementation phase - and subsequently - during the actual usage phase. The authors' methods of research included interviews and online surveys with employees within an accounts team of a company named DFS. The findings indicate that inactivity gaps (short delays) have a negative impact on end user perception in the implementation phase, however on the other hand, long delays pose a minor effect on end user perception in the implementation phase. The data reveals end users view longer delays more positively than shorter delays with both types of delays having no bearing on satisfaction levels during system usage.