A resilience-based model for performance evaluation of information systems: the case of a gas company

Information systems (IS) are strongly influenced by changes in new technology and should react swiftly in response to external conditions. Resilience engineering is a new method that can enable these systems to absorb changes. In this study, a new framework is presented for performance evaluation of IS that includes DeLone and McLean’s factors of success in addition to resilience. Hence, this study is an attempt to evaluate the impact of resilience on IS by the proposed model in Iranian Gas Engineering and Development Company via the data obtained from questionnaires and Fuzzy Data Envelopment Analysis (FDEA) approach. First, FDEA model with α-cut = 0.05 was identified as the most suitable model to this application by performing all Banker, Charnes and Cooper and Charnes, Cooper and Rhodes models of and FDEA and selecting the appropriate model based on maximum mean efficiency. Then, the factors were ranked based on the results of sensitivity analysis, which showed resilience had a significantly higher impact on the proposed model relative to other factors. The results of this study were then verified by conducting the related ANOVA test. This is the first study that examines the impact of resilience on IS by statistical and mathematical approaches.