The DeLone and McLean
Model of Information Systems
Success (D&M IS)
A TEN-YEAR UPDATE
Article Overview
 Brings previous paper up to date
 Focus on “research efforts that apply, validate,
challenge, and propose enhancements” to the
original model
 Propose refinements and updates
 Discuss use of the model “for measuring e-commerce
systems”
 Recommendations regarding current and future
measures of success
Studies Testing D&M IS Success Model
 Two studies (Seddon and Kiew; Rai et. al) set out
with the goal of validation via empirical testing
 Others conducted explicit testing of “associations
among the measures identified”
 Additional studies proceeded with implicit testing of
the model “by investigating multiple success
dimensions and their interrelationships.”
 “36 of the 38 success factor associations that were
empirically tested [in selected studies] were found to
be significant.”
Success Model Associations Evaluated
(in order of strength):
 System Use and Individual Impacts
 System Quality and Individual Impacts
 Information Quality and Individual Impacts
 “With one exception, all the other links or
associations in the D&M IS Success Model were
empirically validated.”
 One Dutch study determined that “the association
between system use and organizational revenues and
profitability was not statistically significant.”
Challenges and Other Research
 It is too confusing to combine




interpretations of both
process and variance in the
model and diagrams.
“system use” is a “behavior
appropriate for inclusion in a
process model but not in a
causal model.”
It can be difficult to apply “in
specific research contexts.”
Independent v. Dependent
Variables
Success Model should include
service quality as a
dimension.
 Measure Enhancements -
research done in response to
the ‘call to action’ in 1992
article for fewer dependent
variables to make comparison
of research possible
 Other Successful Frameworks
– Some researchers “have
developed and proposed
alternate frameworks for
measuring IS effectiveness.”
The Updated
D&M IS
Success Model
Incorporation of
Recommendations
Addition of dimension
“service quality” “to
the two original
system characteristics,
‘systems quality’ and
‘information quality.’”
Creation of “net
benefits” dimension
from “individual” and
“organizational
impacts” dimensions.
E-Commerce Success
 System quality: usable, available, reliable, adaptable.
 Information quality: content issues
 Service quality: support from service provider
 Usage: all user activity
 User satisfaction: customer opinions
 Net benefits: many measures in this area , but not
unlike those already developed for evaluation of
traditional IS systems
Conclusion
 The foundational theories used in the development
of the Original Model and retained in the Updated
Model are sound and continue to be effective
measures both in traditional IS environments as well
as the new e-commerce environment.
 The interrelationships of the dimensions play an
important part in research results and “should
continue to be considered and tested.”
Questions for Discussion
 What are some examples of Net Benefits stemming
from Information Systems found in the Library
setting?
 What are some illustrations of Service Quality in the
same setting?
 What do you make of the authors’ contention that
some suggestions about improving their model “flow
from a confusion between what is an independent
variable and what is part of the dependent variable,
IS success? Why do you think this might be a
difficult distinction to understand?