Information systems success model

A representation of the IS success model.

The information systems success model (alternatively IS success model or Delone and McLean IS success model) is an information systems (IS) theory which seeks to provide a comprehensive understanding of IS success by identifying, describing, and explaining the relationships among six of the most critical dimensions of success along which information systems are commonly evaluated. Initial development of the theory was undertaken by William H. DeLone and Ephraim R. McLean in 1992,^[1] and was further refined by the original authors a decade later in response to feedback received from other scholars working in the area.^[2][3] The IS success model has been cited in thousands of scientific papers, and is considered to be one of the most influential theories in contemporary information systems research.

Dimensions of IS success

The IS success model identifies and describes the relationships among six critical dimensions of IS success: information quality, system quality, service quality, system use/usage intentions, user satisfaction, and net system benefits.

Information quality

Information quality refers to the quality of the information that the system is able to store, deliver, or produce, and is one of the commonest dimensions along which information systems are evaluated. Information quality impacts both a user’s satisfaction with the system and the user’s intentions to use the system, which, in turn, impact the extent to which the system is able to yield benefits for the user and organization.

System quality

As with information quality, the overall quality of a system is also one of the most common dimensions along which information systems are evaluated. System quality indirectly impacts the extent to which the system is able to deliver benefits by means of mediational relationships through the usage intentions and user satisfaction constructs.

Service quality

Along with information quality and system quality, information systems are also commonly evaluated according to the quality of service that they are able to deliver. Service quality directly impacts usage intentions and user satisfaction with the system, which, in turn, impact the net benefits produced by the system.

System use/usage intentions

Intentions to use an information system and actual system use are well-established constructs in the information systems literature. In the IS success model system use and usage intentions are influenced by information, system, and service quality. System use is posited to influence a user’s satisfaction with the information system, which, in turn, is posited to influence usage intentions. In conjunction with user satisfaction, system use directly affects the net benefits that the system is able to provide.

User satisfaction

User , and by information, system, and service quality. Like actual system use, user satisfaction directly influences the net benefits provided by an information system.satisfaction refers to the extent to which a user is pleased or contented with the information system, and is posited to be directly affected by system use.

Net system benefits

The net benefit that an information system is able to deliver is an important facet of the overall value of the system to its users or to the underlying organization. In the IS success model, net system benefits are affected by system use and by user satisfaction with the system. In their own right, system benefits are posited to influence both user satisfaction and a user’s intentions to use the system.

Example studies that have leveraged the IS success model

Many studies have built on the IS success model. Notable contributions include the following:

• Bharati, P.; Chaudhury, A. (2006). "Product Customization on the Web: An Empirical Study of Factors Impacting Choiceboard User Satisfaction". Information Resources Management Journal. 19 (2): 69–81. doi:10.4018/irmj.2006040105. 
• Bharati, P.; Berg, D. (2005). "Service Quality from the Other Side: Information Systems Management at Duquesne Light". International Journal of Information Management. 25 (4): 367–380. doi:10.1016/j.ijinfomgt.2005.04.008. 
• Bharati, P.; Chaudhury, A. (2004). "An Empirical Investigation of Decision-Making Satisfaction in Web-Based Decision Support Systems". Decision Support Systems. 37 (2): 187–197. doi:10.1016/s0167-9236(03)00006-x. 
• Bharati, P.; Berg, D. (2003). "Managing Information Technology for Service Quality: A Study from the Other Side". IT and People. 16 (2): 183–202. doi:10.1108/09593840310478685. 
• Bharati, P. (2002-2003), "People and Information Matter: Task Support Satisfaction from the Other Side", Journal of Computer Information Systems, Winter.
• Chae, H.-C.M. 2007. "Is Success Model and Perceived It Value," in: Proceedings of the 13th Americas Conference on Information Systems (AMCIS 07). Keystone, CO, USA.
• DeLone, W.H., and McLean, E.R. 2004. "Measuring E-Commerce Success: Applying the DeLone & McLean Information Systems Success Model," International Journal of Electronic Commerce (9:1), Fall, pp 31–47.
• Halawi,L.A, McCarthy,R. V and Aronson, J. E. 2007-2008. "An Empirical Investigation of Knowledge Management Systems Success". Journal of Computer Information Systems (JCIS) Winter, 121-135.
• Hu, P.J.-H. 2003. "Evaluating Telemedicine Systems Success: A Revised Model," in: Proceedings of the 36th Hawaii International Conference on System Sciences (HICSS 03). Big Island, Hawaii.
• Hwang, M., and McLean, E.R. 1996. "The Use of Meta-Analysis in Validating the DeLone and McLean Information Systems Success Model," in: Proceedings of the 29th Hawaii International Conference on System Sciences (HICSS 96). Big Island, Hawaii.
• Iivari, J. 2005. "An Empirical Test of the DeLone-McLean Model of Information System Success," The DATA BASE for Advances in Information Systems (26:2), pp 8–27.
• Jennex, M., Olfman, L., Panthawi, P., and Park, Y.-T. 1998. "An Organizational Memory Information Systems Success Model: An Extension of DeLone and McLean's I/S Success Model " in: Proceedings of the 31st Hawaii International Conference on System Sciences (HICSS 98). Big Island, Hawaii.
• Jennex, M., and Olfman, L. 2003. "A Knowledge Management Success Model: An Extension of DeLone and McLean’s Is Success Model," in: Proceedings of the 9th Americas Conference on Information Systems (AMCIS 03). Tampa, Florida.
• Kulkarni, U.R., Ravindran, S., and Freeze, R. 2006. "A Knowledge Management Success Model: Theoretical Development and Empirical Validation," Journal of Management Information Systems (23:3), 12, pp 309–347.
• Mao, E., and Ambrose, P. 2004. "A Theoretical and Empirical Validation of Is Success Models in a Temporal and Quasi Volitional Technology Usage Context," in: Proceedings of the 10th Americas Conference on Information Systems (AMCIS 04). New York City, New York.
• McGill, T., Hobbs, V., and Klobas, J. 2003. "User-Developed Applications and Information Systems Success: A Test of DeLone and McLean's Model," Information Resources Management Journal (16:1), p 24.
• Molla, A., and Licker, P.S. 2001. "E-Commerce Systems Success: An Attempt to Extend and Respecify the DeLone and MacLean Model of Is Success," Journal of Electronic Commerce Research (2:4), pp 131–141.
• Pare, G., Aubry, D., Lepanto, L., and Sicotte, C. 2005. "Evaluating Pacs Success: A Multidimensional Model," in: Proceedings of the 38th Hawaii International Conference on System Sciences (HICSS 05). Big Island, Hawaii.
• Qian, Z., and Bock, G.-W. 2005. "An Empirical Study on Measuring the Success of Knowledge Repository Systems," in: Proceedings of the 38th Hawaii International Conference on System Sciences (HICSS 05). Big Island, Hawaii.
• Rai, A.; Lang, S.S.; Welker, R.B. (2002). "Assessing the Validity of Is Success Models: An Empirical Test and Theoretical Analysis". Information Systems Research. 13 (1): 50–69. doi:10.1287/isre.13.1.50.96. 
• Roldán, J.L., and Leal, A. 2003. "A Validation Test of an Adaptation of the DeLone and McLean’s Model in the Spanish EIS Field," in: Critical Reflections on Information Systems: A Systemic Approach, J.J. Cano (ed.). Hershey, PA, USA: Idea Group Publishing, pp. 66–84.
• Rouibah, Kamel; Benjamin Lowry, Paul; Al-Mutairi, Laila (2015). "Dimensions of Business-to-Consumer (B2C) Systems Success in Kuwait: Testing a Modified DeLone and McLean IS Success Model in an E-Commerce Context". Journal of Global Information Management. 23 (3): 41–70. SSRN 2525129 . doi:10.4018/JGIM.2015.07.0103. 
• Rosemann, M., and Vessey, I. 2005. "Linking Theory and Practice: Performing a Reality Check on a Model of Is Success," in: Proceedings of the 13th European Conference on Information Systems (ECIS 05). Regensburg, Germany.
• Seddon, P.B. (1997). "A Respecification and Extension of the DeLone and McLean Model of Is Success". Information Systems Research. 8 (3): 240–253. doi:10.1287/isre.8.3.240. 
• Seddon, P.B., and Kiew, M.-Y. 1994. "A Partial Test and Development of the DeLone and McLean Model of Is Success," in: Proceedings of the 15th International Conference on Information Systems (ICIS 94). Vancouver, Canada: pp. 99–110.
• Seddon, P.B., Staples, S., Patnayakuni, R., and Bowtell, M. 1999. "Dimensions of Information Systems Success," Communication of the AIS (2), pp 1–60.
• Sedera, D. 2006. "An Empirical Investigation of the Salient Characteristics of Is-Success Models," in: Proceedings of the 12th Americas Conference on Information Systems (AMCIS 06). Acapulco, Mexico.
• Seen, M., Rouse, A.C., and Beaumont, N. 2007. "Explaining and Predicting Information Systems Acceptance and Success: An Integrative Model," in: Proceedings of the 15th European Conference on Information Systems (ECIS 07). St Gallen, Switzerland.
• Skok, W.; Kophamel, A.; Richardson, I. (2001). "Diagnosing Information Systems Success: Importance-Performance Maps in the Health Club Industry". Information & Management. 38 (7): 409–419. doi:10.1016/s0378-7206(00)00076-8. 
• Thomas, P. 2006. "Information Systems Success and Technology Acceptance within Government Organization," in: Proceedings of the 12th Americas Conference on Information Systems (AMCIS 06). Acapulco, Mexico.
• Trkman, M.; Trkman, P. (2009). "A Wiki as Intranet – a Critical Analysis Using the DeLone & McLean Model". Online Information Review. 33 (6): 1087–1102. SSRN 1612176 . doi:10.1108/14684520911011025. 
• Urbach, N., Smolnik, S., and Riempp, G. 2008. "A Methodological Examination of Empirical Research on Information Systems Success: 2003 to 2007," in: Proceedings of the 14th Americas Conference on Information Systems (AMCIS 2008). Toronto, Ontario, Canada.
• Wu, J.-H.; Wang, Y.-M. (2006). "Measuring KMS Success: A Respecification of the DeLone and McLean's Model". Information & Management. 43 (6): 728–739. doi:10.1016/j.im.2006.05.002. 

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