The IS/IT evaluation research has been re-oriented towards the total value of ownership instead of being stuck to the traditional cost /benefit analysis that often led to the shortsighted total cost of ownership approach. However, not only the previous IS/IT evaluation paradigm but mainly the new one suffer form “a lack of postimplementation measurement of benefits and confusion regarding success criteria”. This paper proposes a postimplementation contingency model consisting of five perspectives that evaluate the business value of electronic banking delivery channels. For each of these perspectives, specific measurements and criteria for success that pertain to e-banking channels are proposed. The model can be generalized to cover the post-implementation evaluation of any IS/IT investment.
Stamoulis, Dimitrios, "Assessing the Business Value of Electronic Banking Delivery Channels by Means of a Multi-Perspective Evaluation Model" (2000). AMCIS 2000 Proceedings. 150.