Successful Implementation of End-User Computing

A study of 10 large business firms indicates that the success of end-user computing includes two sometimes conflicting dimensions: user satisfaction and the ability of information systems (IS) management to show that end-user computing is profitable. User satisfaction was found to be related to software, environmental, and personnel characteristics. To ensure user satisfaction, IS management often has to invest heavily in computing tools and facilities, and such investments have to be justified to top management. Stricter control on end-user computing is a common response to top management's concerns; such controls may negatively affect user satisfaction. The conflict may be avoided by better planning the evaluation of end-user computing and by making users responsible for demonstrating tangible benefits.