Diagnosing information systems success: importance–performance maps in the health club industry

There is now a growing global leisure industry that includes health, fitness, and sports clubs. Faced with increasing competition, organizations within this sector have turned to information systems (IS) as a means of obtaining competitive advantage. However, complaining of time shortages, lack of expertise, and a shortfall of perceived benefits, management often find conducting post-implementation evaluations of their IS investments problematic. Importance-performance (I–P) maps have been successfully applied in the marketing field for many years where they have been shown to be a simple and effective management tool. However, there is little reported use of I–P maps in the IS field, and this paper puts forward a case for using them in the diagnosis of IS success. This is illustrated in conjunction with an extension of DeLone and McLean’s IS success typology for the UK health club industry.