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Abstract

Ten years ago, we presented the DeLone and McLean Information Sys- tems (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.
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... Service quality measure in the revised model comprises the aspects of individual use and organizational influence, into the construct of net benefit. DeLone and McLean's (2003) revised model comprises factors including information quality, service quality, system quality and system use. ...
... System quality illustrates the interactions manners of individuals in their efforts of obtaining information. In this regard, DeLone and McLean (2003) presented a number of factors that affect system quality. These factors include reliability, flexibility, precision, speed of response, and ease of use. ...
... As a core construct in technology acceptance model (TAM), Intention has been commonly employed among IS researchers, especially in examining IT applications adoption. It can be described as the likelihood that the user will employ a given IT application (Mohammadi, 2015;Lee, 2009), and can be perceived as a form of attitude as well (DeLone & McLean, 2003). In their study, Ting et al. (2016), mentioned the need to understand the contextual factors affecting the intent of consumers toward the use of mobile payment systems, especially among consumers in developing economies. ...
... This study was conceived under the updated information system success model (ISSM) (Delone and McLean, 2003), which links system quality, service quality, and information quality to overall user satisfaction and system use/intention, which in turn influences net benefits. Information quality, system quality, and service quality refer to features of both the system and the provider. ...
... Figure 1 illustrates the model. (Delone and McLean, 2003) This study incorporates the Delone and McLean (2003) system success model with quality features relevant to CBA system. There is a need to distinguish the student's satisfaction with the CBA services provided at the CBA center from students' satisfaction with the overall student CBA usage experience (Wang, So and Sparks, 2017). ...
... Figure 1 illustrates the model. (Delone and McLean, 2003) This study incorporates the Delone and McLean (2003) system success model with quality features relevant to CBA system. There is a need to distinguish the student's satisfaction with the CBA services provided at the CBA center from students' satisfaction with the overall student CBA usage experience (Wang, So and Sparks, 2017). ...
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It has been extensively researched how satisfied students are with the vast majority of goods and services offered by educational institutions of higher learning. However, there appears to be a paucity of research on students' satisfaction with the facilities and services of computer-based assessment (CBA) centers in higher education institutions, especially when the centers are equipped and staffed by third-party vendors. The CBA centers are public and private examination centers in developing countries that administer computer-based tests for higher education and other external organizations. Although satisfaction with the services and facilities is essential, it has been asserted that having the feeling of trust when using the CBA is even more critical to the students. Trust is essential for the success of any technological advancement, especially in the field of education. Any educational technology that lacks the stakeholders' trust, regardless of how effective it may be, is doomed to fail to be adopted on a large scale. However, limited studies have investigated how students' trust in the CBA affects their satisfaction. Therefore, this study aims to model and analyze the roles of CBA center service satisfaction and perceived trust in the CBA in attaining overall satisfaction by exploring their roles in influencing student satisfaction. A research framework based on the updated information system success model (ISSM) is validated using a survey incorporating system quality, service quality, question content, the cost-effectiveness of CBA services, CBA center service satisfaction, and perceived trust. A total of 459 survey responses collected from three higher education institutions in Nigeria were analyzed using structural equation modelling. As a result, the findings confirmed that students' satisfaction with services at the CBA centers is a mediator between service quality, system quality, and overall satisfaction with CBA. The correlation between CBA centre service satisfaction and overall CBA satisfaction was also found to be the strongest, indicating that student satisfaction with the services and facilities at the CBA centre is crucial. CBA center managers and institutions can utilize the findings from this study to successfully implement the CBA. In enhancing students‘ CBA satisfaction, higher education institutions should consider focusing on the necessary steps towards improving the conditions of the CBA centers in terms of infrastructure and services rendered. Meanwhile, to increase student satisfaction besides enhancing the system and service quality and cost-effectiveness, institutions should seriously consider promoting the CBA to the students by highlighting the personal impact of the CBA in terms of trust by improving the quality and features of the CBA.
... Investigación, implicaciones prácticas y sociales: El beneficio de esta investigación es evaluar la implementación del Sistema de Información de Gestión Financiera (SIMAKU) que se utiliza en la UMM desde hace más de cinco años para que este sistema siga siendo útil para sus usuarios de manera permanente. Implicaciones/Originalidad/Valor: La originalidad de este estudio es que examina el impacto de la pandemia de Covid-19 en la implementación del SIMAKU e identifica los errores en la implementación de sistemas exitosos y los modelos de sistemas de información en la percepción del usuario o del usuario utilizados por (DeLone & McLean, 2003). ...
... This model received a lot of criticism from other researchers such as (Alter, 1992;Seddon, 1997 pandemic on SIMAKU implementation and identifies errors in the implementation of successful systems and information systems models in user or user perception. used by (DeLone & McLean, 2003). ...
... A measure of the effectiveness of an information system can be combined with its performance, and observers of this system can evaluate that information systems and work systems have overlapping results in different evaluations. Based on the criticism received, the evolution of computer systems and the environment in which they are used, (DeLone & McLean, 2003) extended and updated the model. Here are some additions to the previous model (Jogiyanto, 2007 ...
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Article
Purpose: This study aims to look at the impact of the Covid-19 pandemic on the implementation of SIMAKU, measure the success of SIMAKU implemented by the Universitas Muhammadiyah Metro from the perception of users, and see what obstacles are experienced during system implementation. Theoretical Framework: Accounting information system (AIS) consists of three basic elements: the system, information and accounting. Design/Methodology/Approach: The study uses a qualitative research approach based on the concept of "going exploring" which involves the in-depth and case-oriented study of several cases or single cases using descriptive study and case study analysis methods. Furthermore, the sources of this research amounted to 12 respondents divided into two, namely: information users and data inputs. Findings: The results of the study concluded that the Covid-19 pandemic did not have a significant effect on the implementation of the work unit program within the UMM and the implementation of the SIMAKU UMM application as a whole was quite good. Research, Practical & Social implications: The benefit of this research is to evaluate the implementation of the Financial Management Information System (SIMAKU) which has been used at the UMM for more than five years so that this system can continue to be useful for its users on an ongoing basis. Implications/Originality/Value: The originality of this study is examines the impact of the Covid-19 pandemic on SIMAKU implementation and identifies errors in the implementation of successful systems and information systems models in user or user perception used by (DeLone & McLean, 2003).
... The number of accounting software that has developed in the market provided an option for companies to choose accounting software that suited the company's needs. The success of the software and information systems designed and used by the company were determined by the net profit of the company's investment (Delone and McLean, 2003). The IS success model of Delone and McLean (2003) stated that the user satisfaction variable was influenced by several dimensions, including information quality, system quality, and service quality. ...
... The success of the software and information systems designed and used by the company were determined by the net profit of the company's investment (Delone and McLean, 2003). The IS success model of Delone and McLean (2003) stated that the user satisfaction variable was influenced by several dimensions, including information quality, system quality, and service quality. ...
... Some indicators of service quality are responsiveness, assurance, empathy. Service quality measurement indicators from DeLone and McLean (2003) are a. Responsiveness, b. ...
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Article
This research aims at examining and analyzing the effect of system quality, information, and services on user usage and satisfaction. Moreover, the user usage and satisfaction on net benefits provided by Zahir Accounting Software using the Delone and Mclean models. Then, the analysis of this research used SEM-PLS as the analytical tool. Furthermore, The selection of this research sample used purposive sampling on companies who used Zahir Accounting Software in Indonesia as many as 100 respondents. The method of collecting data was done by making an online questionnaire using Google Form. In conclusion, The results showed that the net benefits of using Zahir Accounting Software were influenced by user satisfaction, while user usage did not give any influence on it.
... Related to effective use is successful implementation of educational technologies. Measuring success, however, depends largely on the context, the variables examined, and most importantly, the original objective of the implementation (DeLone & McLean, 2003). Acceptance of a technology by its intended users is key to implementing educational technologies, which can be scrutinised through (behavioural) intentions to use or actual use of the technology (DeLone & McLean, 2003;Venkatesh et al., 2003). ...
... Measuring success, however, depends largely on the context, the variables examined, and most importantly, the original objective of the implementation (DeLone & McLean, 2003). Acceptance of a technology by its intended users is key to implementing educational technologies, which can be scrutinised through (behavioural) intentions to use or actual use of the technology (DeLone & McLean, 2003;Venkatesh et al., 2003). The Unified Theory of Acceptance and Use of Technology (UTAUT) is a widely acknowledged instrument for measuring user acceptance, operationalised as behavioural intention and/ or actual or selfreported use (Venkatesh et al., 2003); or in this case of academic staff's intentions toward using new technological applications in their educational practice. ...
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Thesis
Blended learning is here to stay because effective use of technology in higher education has shown to improve learning outcomes, if implemented properly. Getting higher education teaching staff on board with blended learning, who are already overloaded with many tasks, is yet another challenge. This thesis explores training of university teaching staff for blended learning from the perspective of the university teaching staff. This thesis consists of four studies: In the first study, a qualitative synthesis of empirical studies was employed to understand the typical trainings for blended learning. This study revealed important information on how staff react and learn from these trainings to make their courses blended. In the second study teaching staff of a university were asked to fill out a technology acceptance survey regarding their acceptance and use of a new learning management system. A cluster analysis revealed three groups that accept the learning management system at different levels: high moderate and low which were understood as three separate acceptance profiles: early adopters, early majority and the late majority. The third study explores the professional development preferences for blended learning of the same sample of teaching staff. A data mining method (association rules analysis) was employed and revealed the three common training preferences: A centrally guided training, an innovative community of practice, and an interest in blended learning as a condition for attending training sessions. The fourth study combined the methodologies of the second and third studies such that the full sample was differentiated into technology acceptance groups via a cluster analysis and the association rules analysis was run on the three separate groups. This analysis revealed that the three groups had different training preference patterns: Early adopters preferred collaborative inquiry approaches along with mentoring and guidance and a high preference for autonomy. The early majority preferred a structured guided approach with a focus more on guidance than autonomy, while the late majority preferred also a structured guided approach as well as an incentive to professionalise themselves. The thesis concludes that profiling tools help to shed light on the behaviours, needs and preferences of different groups so that trainers can effectively allocate the right training resources where and when they are needed.
... In order to help students develop practical programming skills, academic motivation, and refusal self-efficacy of Internet use, the researchers integrated MCLS and TR with educational technologies and investigated their effects in this research. For example, students' programming skills were measured based on the six success dimensions of D&M IS Success Model [27], and the difference between MCLS and non-MCLS groups, or TR and non-TR groups was investigated, to demonstrate whether MCLS and TR could improve students' programming skills. The research questions (RQ) are listed below. ...
... Programming skills In this research, students presented the program or application they designed in the 16th week of the semester. The teacher and researchers mainly graded these according to D&M IS Success Model, which includes six success dimensions: system quality, service quality, usage, user satisfaction, information quality, and net benefits [27]. The more complete and the more functions included in students' programs or applications, the higher the scores they received. ...
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Article
With the development of technology and demand for online courses, there have been considerable quantities of online, blended, or flipped courses designed and provided. However, in the technology-enhanced learning environments, which are also full of social networking websites, shopping websites, and free online games, it is challenging to focus students’ attention and help them achieve satisfactory learning performance. In addition, the instruction of programming courses constantly challenges both teachers and students, particularly in online learning environments. To overcome and solve these problems and to facilitate students’ learning, the researchers in this study integrated two teaching approaches, using meta-cognitive learning strategy (MCLS) and team regulation (TR), to develop students’ regular learning habits and further contribute to their programming skills, academic motivation, and refusal self-efficacy of Internet use, in a cloud classroom. In this research, a quasi-experiment was conducted to investigate the effects of MCLS and TR adopting the experimental design of a 2 (MCLS vs. non-MCLS) × 2 (TR vs. non-TR) factorial pre-test/post-test. In this research, the participants consisted of four classes of university students from non-information or computer departments enrolled in programming design, a required course. The experimental groups comprised three of the classes, labelled as G1, G2, and G3. G1 concurrently received both the online MCLS and TR intervention, while G2 only received the online MCLS intervention, and G3 only received the online TR intervention. Serving as the control group, the fourth class (G4) received traditional teaching. This study investigated the effects of MCLS, TR, and their combination, on improving students’ programming skills, academic motivation, and refusal self-efficacy of Internet use in an online computing course. According to the results, students who received online TR significantly enhanced their programming design skills and their refusal self-efficacy of Internet use a cloud classroom. However, the expected effects of MCLS on developing students’ programming skills, academic motivation, and refusal self-efficacy of Internet use were not found in this study. The teaching strategy of integrating MCLS and TR in an online programming course in this study can serve as a reference for educators when conducting online, blended, or flipped courses during the COVID-19 pandemic.
... For this reason, many researchers have identified BI CSF to help them decrease the rate of failure. Various categories have also been proposed for identified CSF based on different perspectives (Ain et al., 2019;DeLone & McLean, 2003;Sangar & Iahad, 2013;Subagja et al., 2020;Yeoh & Koronios, 2010;Zaied et al., 2018). For example, in Subagja et al.'s (2020) study, the key success factors are classified into two categories: technological and organizational. ...
... Identifying the CSF of the BI project plays a significant role in the success of the BI project (Ain et al., 2019;DeLone & McLean, 2003;El-Adaileh & Foster, 2019;Halim et al., 2020;Olszak & Ziemba, 2012;Pham et al., 2016;Yeoh & Koronios, 2010;Yeoh & Popovič, 2016). There are many classifications of CSF in previous studies. ...
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Article
Aim/Purpose: The aim of this study is to identify Critical Success Factors (CSF) of Business Intelligence (BI) and provide a framework to classify CSF into layers or perspectives using an enterprise architecture approach, then rank CSF within each perspective and evaluate the importance of each perspective at different BI maturity levels as well. Background: Although the implementation of the BI project has a significant impact on creating analytical and competitive capabilities, the lack of evaluation of CSF holistically is still a challenge. Moreover, the BI maturity level of the organization has not been considered in the BI implementation project. Identifying BI critical success factors and their importance can help the project team to move to a higher maturity level in the organization. Methodology: First, a list of distinct CSF is identified through a literature review. Second, a framework is provided for categorizing these CSF using enterprise architecture. Interviewing is the research method used to evaluate the importance of CSF and framework layers with two questionnaires among experts. The first questionnaire was done by Analytical Hierarchy Process (AHP), a quantitative method of decision-making to calculate the weight of the CSF according to the importance of CSF in each of the framework layers. The second one was conducted to evaluate framework layers at different BI maturity levels using a Likert scale. Contribution: This paper contributes to the implementation of BI projects by identifying a comprehensive list of CSF in the form of a holistic multi-layered framework and ranking the importance of CSF and layers at BI maturity levels. Findings: The most important CSF in BI implementation projects include senior management support, process identification, data quality, analytics quality, hardware quality, security standards, scope management, documentation, project team skills, and customer needs transformation, which received the highest scores in framework layers. In addition, it was observed that as the organization moves to higher levels of maturity, the average importance of strategic business and security perspectives or layers increases. But the average importance of data, applications, infrastructure, and network, the project management layers in the proposed framework is the same regardless of the level of business intelligence maturity. Recommendations for Practitioners: The results of this paper can be used by academicians and practitioners to improve BI project implementation through understanding a comprehensive list of CSF and their importance. This awareness causes us to focus on the most important CSF and have better planning to reach higher levels of maturity according to the maturity level of the organization. Future Research: For future research, the interaction of critical success factors of business intelligence and framework layers can be examined with different methods.
... II. THEORETICAL BACKGROUND Several studies have focused on constructing BDAQ models by adopting the Information System Success Model (ISSM) of DeLone and McLean [15] and Wang and Strong [16] while other studies are also incorporating resource-based view theory (RBV) [17]. From the RBV perspective, an organization's competency is dependent on quality to efficiently manage its vital resources and gain a competitive advantage, which can be reflected in enhanced organizational performance [9]. ...
... RBV focuses on generating exceptional organizational performance by establishing valuable, rare, unique, and irreplaceable (RIN) resources of superior quality [18]. RBV is in line with the Information System Success Model (ISSM) of DeLone and McLean [15] as both highlight the competencies of in-house information systems to influence organizational performance [9]. To improve healthcare organizational performance, ISSM has been adapted to emphasize data, information, and system quality factors related to outcomes and benefits for the healthcare organization [19]. ...
... The importance of such facilitating conditions is reflected in the updated model of IS success (DeLone & McLean, 2003). Chang and Cheung's (2001) found the positive impact of facilitating conditions on the utilization of digital technology. ...
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Article
Digital transformation has evolved as the main issue for higher education institutions (HEIs) across the globe due to the Covid-19 outbreak. The purpose of this study is to investigate the performance impacts of digital transformation for instructors of HEIs during the pandemic. The technology-to-performance chain (TPC) model pursues to predict the influence of an information system on the performance of an individual user. Hence, TPC model is used to evaluate the performance of instructors due to digital transformation in the institutions during the Covid-19 pandemic. The data is collected from instructors of higher educational institutions. Recently, partial least squares path modeling (PLS-PM) has found extensive application for causal information systems (IS) research. Hence, Smart-PLS is used to analyze the data. Five constructs (task-technology fit, social norms, facilitating conditions, utilization, and performance impacts) are used to develop the model. The results showed that task technology fit (TTF) has a significant effect on performance impacts whereas utilization does not have an influence on performance impacts. Facilitating conditions and TTF are found to have an influence on the utilization whereas subjective norms do not have influence. This study contributes to the knowledge on the factors that matter to instructors of HEI in improving their teaching productivity, communication, and coordination during the Covid-19 pandemic.
... Benefits are typically realised after the product is delivered and used by users. Secondly, the artefact created by the project needs to be beneficial to the end-user using the artefact as well as the organisation that commissioned the project (DeLone & McLean 2003;Petter, Delone & McLean 2008). To be beneficial, the product needs to adhere to certain specifications and requirements, it must be accepted and utilised by users, and it should have a positive impact on the way the users work. ...
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Article
Background: Information technology (IT) projects are undertaken to deliver benefits to the organisation. These benefits range from financial benefits to the improvement of productivity. Yet, benefits are not realised, and organisations do not receive value from their investments. This can be attributed to various reasons.Objectives: One of the reasons is that there is confusion on who should be responsible for the entire benefits realisation management process. This research investigates who should be responsible for the process and who is actually responsible for realising benefits.Method: A qualitative approach was required to gain an in-depth understanding of the phenomenon at hand. Semi-structured interviews were conducted and thematic analysis was done on the transcribed interviews. The themes allowed the researchers to compare the practice of benefits realisation with the theory.Results: The results provided little insights as the interviewees are not in agreement with who should be responsible for benefits realisation management. However, this is in line with international research where there is still confusion on who the benefits owner should be. The results therefore support the current literature.Conclusion: Organisations need to make a concerted effort to appoint a benefits owner. This will ensure that benefits are realised and that IT projects’ success rate increased. Organisations should then also achieve value from their various IT investments.Contribution: The study contributes to the current debate on who is responsible for benefits realisation and provides a South African perspective to the dilemma.
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Information Systems IS managers are under increasing pressure to justify the value and contribution of IS expenditures to the productivity, quality, and competitiveness of the organization. This paper examines the need for IS assessment and suggests a comprehensive IS assessment framework linked to organizational performance using existing IS assessment theory as a base and incorporating measurement concepts from other disciplines. The existing models of IS success are updated to include the emerging IS success dimensions of service quality and work group impact and provide a comprehensive method for organizing the various measures of IS success. In addition, many new measures from recent research are presented to supplement the lists supplied by previous research. Additional research is suggested to advance the IS assessment contingency theory. Such a theory has the potential to contribute to the quality and productivity of the IS function and the larger organization by providing feedback to manage and improve the IS function to better meet the needs of the organization.
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This paper discusses the dynamic nature of information technology (IT) benefits and reports on findings of a three-year evaluation of user productivity and organizational effectiveness following the installation of an integrated office information system (IS). For systems adopted on a voluntary basis, individual benefits occur first, while improvements in organizational effectiveness develop over a longer period of time. This suggests that the timing of IS assessment is important and that longitudinal research designs are more appropriate for IS benefits evaluation than cross-sectional studies.
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Over the past two decades, American businesses have invested heavily in information technology (IT) hardware. Managers often buy IT to enhance customer value in ways that are poorly measured by conventional output statistics. Furthermore, because of competition, firms may be unable to capture the full benefits of the value they create. This undermines researchers' attempts to determine IT value by estimating its contribution to industry productivity or to company profits and revenues. An alternative approach estimates the consumers' surplus from IT investments by integrating the area under the demand curve for IT. This methodology does not directly address the question of whether managers and consumers are purchasing the optimal quantity of II, but rather assumes their revealed willingness-to-pay for IT accurately reflects their valuations. Using data from the U.S. Bureau of Economic Analysis, we estimate four measures of consumers' surplus, including Marshallian surplus, Exact surplus based on compensated (Hicksian) demand curves, a ''nonparametric'' estimate, and a value based on the theory of index numbers. Interestingly, all four estimates indicate that in our base year of 1987, IT spending generated approximately $50 billion to $70 billion in net value in the United States and increased economic growth by about 0.3% per year. According to our estimates, which are likely to be conservative, IT investments generate approximately three times their cost in value for consumers.
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The often paradoxical relationship between investment in information technology and gains in productivity has recently been attributed to a lack of user acceptance of information technology innovations. Diverse streams of research have attempted to explain and predict user acceptance of new information technologies. A common theme underlying these various research streams is the inclusion of the perceived characteristics of an innovation as key independent variables. Furthermore, prior research has utilized different outcomes to represent user acceptance behavior. In this paper we focus on individual's perceptions about the characteristics of the target technology as explanatory and predictive variables for acceptance behavior, and present an empirical study examining the effects of these perceptions on two frequently used outcomes in the context of the innovation represented by the World Wide Web. The two outcomes examined are initial use of an innovation and intentions to continue such use in the future, that is, to routinize technology use. Two research questions motivated and guided the study. First, are the perceptions that predict initial use the same as those that predict future use intentions? Our results confirm, as hypothesized by prior research, that innovation characteristics do explain acceptance behavior. The results further reveal that the specific characteristics that are relevant for each acceptance outcome are different. The second research question asks if perceived voluntariness plays a role in technology acceptance. Results show that external pressure has an impact on adopters' acceptance behavior. Theoretical and practical implications that follow are presented.
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Client/server systems (CSS) are emerging as the new paradigm for systems development, replacing or integrating legacy applications with systems that provide higher quality user interfaces on the client component and substantial user-transparent data processing capability on one or more servers. Due to the dramatically different CSS development approach and the CSS emphasis on user friendliness, research findings based on non-CSS should be retested in the CSS context. Using a relatively well-established theoretical foundation, this study focuses on the human aspects of CSS implementation. Specifically, four major factors important to success with this emerging technology are studied: the degree of end-user involvement in the CSS development process, end-user characteristics, developer skills, and management support for the CSS project. The measures of CSS success are end-user satisfaction with the CSS, system usage, and its impact on end-users' jobs. The results indicate that the four independent variables explain a significant percentage of the variance in the dependent variables. Based on the results, recommendations are made for the management of CSS implementation and for further research on this important emerging technology.