Abstract:
This research thesis evaluates the information system (IS) success in Sui Northern Gas Pipelines Limited (SNGPL). We evaluate the IS success of SNGPL customer care and Billing (CC&B) system by using the Delone and McLean model of Information Systems success. The data was collected from 241 end users of the system. The results of the study show that user training, service quality, and system quality contribute significantly towards the user satisfaction of the CC&B system. User participation plays an important role in producing quality information in CC&B system. Also, top management support and user participation have a strong positive relationship with system quality. We also discuss the implications and future directions.
