William H. DeLone

Information Systems Success: The Quest for the Dependent Variable

A large number of studies have been conducted during the last decade and a half attempting to identify those factors that contribute to information systems success. However, the dependent variable in these studies-I/S success-has been an elusive one to define. Different researchers have addressed different aspects of success, making comparisons difficult and the prospect of building a cumulative tradition for I/S research similarly elusive. To organize this diverse research, as well as to present a more integrated view of the concept of I/S success, a comprehensive taxonomy is introduced. This taxonomy posits six major dimensions or categories of I/S success-SYSTEM QUALITY, INFORMATION QUALITY, USE, USER SATISFACTION, INDIVIDUAL IMPACT, and ORGANIZATIONAL IMPACT. Using these dimensions, both conceptual and empirical studies are then reviewed a total of 180 articles are cited and organized according to the dimensions of the taxonomy. Finally, the many aspects of I/S success are drawn together into a descriptive model and its implications for future I/S research are discussed.

The DeLone and McLean Model of Information Systems Success: A Ten-Year Update

Ten years ago, we presented the DeLone and McLean Information Systems (IS) Success Model as a framework and model for measuring the complex-dependent variable in IS research. In this paper, we discuss many of the important IS success research contributions of the last decade, focusing especially on research efforts that apply, validate, challenge, and propose enhancements to our original model. Based on our evaluation of those contributions, we propose minor refinements to the model and propose an updated DeLone and McLean IS Success Model. We discuss the utility of the updated model for measuring e-commerce system success. Finally, we make a series of recommendations regarding current and future measurement of IS success.

Measuring information systems success: models, dimensions, measures, and interrelationships

Since DeLone and McLean (D&M) developed their model of IS success, there has been much research on the topic of success as well as extensions and tests of their model. Using the technique of a qualitative literature review, this research reviews 180 papers found in the academic literature for the period 1992–2007 dealing with some aspect of IS success. Using the six dimensions of the D&M model – system quality, information quality, service quality, use, user satisfaction, and net benefits – 90 empirical studies were examined and the results summarized. Measures for the six success constructs are described and 15 pairwise associations between the success constructs are analyzed. This work builds on the prior research related to IS success by summarizing the measures applied to the evaluation of IS success and by examining the relationships that comprise the D&M IS success model in both individual and organizational contexts.

Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model

Information technology and the Internet have had a dramatic effect on business operations. Companies are making large investments in e-commerce applications but are hard pressed to evaluate the success of their e-commerce systems. The DeLone & McLean Information Systems Success Model can be adapted to the measurement challenges of the new e-commerce world. The six dimensions of the updated model are a parsimonious framework for organizing the e-commerce success metrics identified in the literature. Two case examples demonstrate how the model can be used to guide the identification and specification of e-commerce success metrics.

Determinants of success for computer usage in small business

Investigates the factors associated with successful computer use in small manufacturing firms. The proposed factors to influence computer-based information system (CBIS) success are drawn from prior studies of larger firms, based on their perceived importance in the small business setting. The nine success factors are formulated into corresponding hypotheses which test whether small manufacturing firms realize a higher level of CBIS success when they have: (1) greater use of external programming support, (2) higher levels of CBIS planning, (3) a chief executive with greater computer knowledge, (4) a chief executive who is more deeply involved in the computerization of applications, (5) higher levels of computer acceptance by employees, (6) more sophisticated computer controls, (7) used their computers for a longer period of time, (8) higher levels of computer training and (9) on-site computers (versus use of computer services). Success is defined as use of computer-generated reports by top executives, and the impact that the computer applications have on the business. Data were randomly selected from the population of all firms listed in the California Manufacturers Register for 1981. The sample included 93 manufacturing firms located in Los Angeles, employing fewer than 300 persons, and earning less than

Information Systems Success: The Quest for the Independent Variables

30 million in sales revenues. One questionnaire was answered by the CEOs of the firms involved, and a second was completed by information systems administrators. Results indicate that chief executive knowledge of computers and involvement in computer operations are vital to CBIS success. In addition, onsite computer use is associated with CBIS success. The association between computer planning and computer success is weak. Results also show that external programming, employee acceptance of computers, the use of computer controls, length of computer use, and the level of computer training for employees are not associated with CBIS success. (SFL)

Information systems success revisited

In 1992, DeLone and McLean suggested that the dependent variable for information systems (IS) research is IS Success. Their research resulted in the widely cited DeLone and McLean (D&M) IS Success Model, in which System Quality, Information Quality, Use, User Satisfaction, Individual Impact, and Organizational Impact are distinct, but related dimensions of IS success. Since the original IS Success Model was published, research has developed a better understanding of IS success. Meanwhile, comprehensive and integrative research on the variables that influence IS success has been lacking. Therefore, we examine the literature on the independent variables that affect IS success. After examining over 600 articles, we focused our attention on integrating the findings of over 140 studies. In this research, we identify 43 specific variables posited to influence the different dimensions of IS success, and we organize these success factors into five categories based on the Leavitt Diamond of Organizational Change: task characteristics, user characteristics, social characteristics, project characteristics, and organizational characteristics. Next, we identify 15 success factors that have consistently been found to influence IS success: Enjoyment, Trust, User Expectations, Extrinsic Motivation, IT Infrastructure, Task Compatibility, Task Difficulty, Attitudes Toward Technology, Organizational Role, User Involvement, Relationship with Developers, Domain Expert Knowledge, Management Support, Management Processes, and Organizational Competence. Finally, we highlight gaps in our knowledge of success factors and propose a road map for future research.

Firm size and the characteristics of computer use

The DeLone & McLean IS Success Model (1992) has become a standard for the specification and justification of the measurement of the dependent variable in information systems research. Attempts to apply and test the model have resulted in both confirmation and challenges. This paper reviews and analyzes over 150 articles which have referenced the model over the past eight years in order to examine what more we have learned about measuring IS success. It highlights recent contributions to IS success measurement and proposes a Reformulated IS Success Model which recognizes and incorporates those contributions. The report concludes with recommendations for future IS success measurement.

Global boundaries, task processes and IS project success: a field study

This article studies the proposition that firms of different sizes manage their computer operations differently, and it seeks to determine whether small firms face special circumstances in their uses of computers. The author presents several hypotheses which associate computer related variables with differences in firm size. These hypotheses are tested using data collected from seventy-four Los Angeles manufacturing firms of various sizes. The results indicate that selected computer-use characteristics vary with firm size. These research findings and their implications are discussed.

Sources of dissatisfaction in end-user support: an empirical study

Purpose – The purpose of the paper is to better understand how global boundaries affect global information system (IS) project success and which mediating process variables increase the chance of success.Design/methodology/approach – Based on the literature on IS success and global teams, an input‐process‐output framework is adopted to develop the research model for the study. This research is based on semi‐structured interviews with 22 global IS project managers. An attribution analysis is used to identify common themes and patterns of the interview results.Findings – Global IS project managers identified time separation and cultural differences as the most significant barriers to project success. Our findings suggest that effective teams were able to overcome these barriers to achieve success, but this success was achieved through the implementation of special coordination, communication and cognitive processes tailored to help teams overcome global barriers and through considerable additional cost and ...