THE DELONE AND MCLEAN MODEL OF INFORMATION SYSTEMS SUCCESS

Hamideh IrajSahar Najafikhah

Delone and McLean IS Success Model1Expectation Confirmation Theory2

Organizational Learning3

4

Evaluation Theories

SERVQUAL

A General View on Delone and McLean Theory• Originating authorsDeLone & McLean (1992)DeLone & McLean (2002)DeLone & McLean (2003)

• Originating areaInformation Systems

• Level of analysisIndividual, Organization

The Importance of the TheoryThe 1992 article of DeLone and McLean The single-most heavily cited article in the IS literature over the past 15 years

Ephraim R. McLeanComputer Information Systems

Georgia State University

William H. DeLoneDepartment of Management

The American University

The Theory History

1980Peter KeenThe lack of a scientific basis in IS researchQuestion: What are dependent variable in IS research?

1992DeLone and McLean introduced their first IS Success Model

System quality Information qualityUseUser satisfaction,Individual impactOrganizational impact

2003The Updated D&M IS Success Model

InformationSystemService quality(Intention to) useUser satisfactionNet benefits

D&M IS Success Model (1992)

Updated D&M IS Success Model (2002)

Two Models: The Differences

1. the addition of service quality to reflect the importance of service and support in successful e-commerce systems

2. the addition of intention to use to measure user attitude as an alternative measure of use

3. the collapsing of individual impact and organizational impact into a more parsimonious net benefits construct.

CONSTRUCTS AND MEASURES

1. System QualityThe desirable characteristics of an IS and, thus, subsumes measures of the IS itself. Focus on usability aspects and performance characteristics of the system under examination.

A very common measure is perceived ease of use caused by the large amount of research related to the Technology Acceptance Model (TAM)

1. System Quality - Measures

2. Information QualityThe desirable characteristics of an IS’s output

quality of the information that the system produces and its usefulness for the user

Often seen as a key antecedent of user satisfaction.

2. Information Quality - Measures

3. Service QualityThe quality of the support that the users receive from the IS department and IT support personnel, such as, for example, training, hotline, or helpdesk.A very popular measure : SERVQUAL

4. Intention to Use/UseThe degree and manner in which an IS is utilized by its users.

5. User Satisfaction

The user’s level of satisfaction when utilizing an IS

especially useful when :Mandatory use of ISThe amount of use is not an appropriate indicator of systems success

5. User Satisfaction - Measures

6. Net Benefits

The extent to which IS are contributing to the success of the different stakeholders

Theory Applications

Relation to TAM 2-Venkatesh and Davis (2000)

Related to Use

A measure of System Quality

Relation to UTAUT (Unified theory of acceptance

and use of technology) -Venkatesh et al. (2003)

Intention to Use

Use

Resources

1. Integrated Series in Information Systems, Volume 28, Information Systems Theory Explaining

and Predicting Our Digital Society, Vol. 1, Springer; 2012 edition

2. ِ�Delone, William H. and McLean, Ephraim R. ,The DeLone and McLean Model of Information

Systems Success A Ten-Year Update, Journal of Management Information Systems, 19(4),

pp. 9–30, Spring 2003

3. http://istheory.byu.edu/wiki/Delone_and_McLean_IS_success_model

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