Researchers have tried to build valid and reliable instruments for measuring users' assessments of IS. However, focusing on instruments is a somewhat ineffective way of dealing with problems associated with the evaluation process itself. This paper presents a model of the process by which individuals evaluate an IS. The model emphasizes the importance of raters' goals. To form an evaluation, raters seek information about an IS and compare it to their normative beliefs. The information they seek is influenced by their task support goals. Evaluations can be adjusted to serve raters' social adjustment, value expressive, and protective goals. Empirical evidence supporting the model is discussed, along with the model's implications for system developers. Some suggestions for future research are made.
Mathieson, Kieran and Ryan, Terence, "A GOAL-DRIVEN COGNITIVE MODEL OF THE SYSTEMS EVALUATION PROCESS" (1991). ICIS 1991 Proceedings. 56.