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ISBV and IS success model
Ahad Zareravasan, PhD
Assistant Professor
Masaryk University, Brno, Czech Republic
Email: Zare.Ahad@mail.muni.cz
Content
̶ ISBV
̶ The DeLone and McLean model of information systems success
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IS Business Value (process model/view)
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DeLone and McLean original IS success model
(causal or variance model)
̶ What are the determinants of a successful IS project?
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̶ Unlike a process model,
which merely states that B
follows A, a causal model
postulates that A causes B;
that is, increasing A will
cause B to increase (or
decrease).
Delone, W. and McLean, E., 1992. Information systems success: the quest for the dependent variable. Information Systems Research, 3 (1), 60–95.
DeLone and McLean original IS success model
̶ System Quality: Performance of the IS in terms of reliability, convenience, ease of use, functionality, and other
system metrics.
̶ Information Quality: Characteristics of the output offered by the IS, such as accuracy, timeliness, and completeness.
̶ Use: Consumption of an IS or its output described in terms of actual or self-reported usage.
̶ User Satisfaction: Approval or likeability of an IS and its output.
̶ Individual impact: The effect an IS has on personal productivity and daily business activities, promoting the quality
and reducing the time of individual decision making and facilitating knowledge sharing between system users
̶ Organizational impact: The effect an IS has on cost reductions, higher operational productivity, increased customer
satisfaction levels, etc.
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DeLone and McLean updated IS success model
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Delone, W. and McLean, E., 2003. The DeLone and McLean model of information systems success: a ten-year update. Journal of Management Information Systems, 19 (4), 9–30.
DeLone and McLean updated IS success model
̶ System Quality: Performance of the IS in terms of reliability, convenience, ease of use, functionality, and other
system metrics.
̶ Information Quality: Characteristics of the output offered by the IS, such as accuracy, timeliness, and completeness.
̶ Service Quality: Support of users by the IS department, often measured by the responsiveness, reliability, and
empathy of the support organization.
̶ Intention to Use: Expected future consumption of an IS or its output.
̶ Use: Consumption of an IS or its output described in terms of actual or self-reported usage.
̶ User Satisfaction: Approval or likeability of an IS and its output.
̶ Net Benefits: The effect an IS has on an individual, group, organization, industry, society, etc., which is often
measured in terms of organizational performance, perceived usefulness, and affect on work practices.
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DeLone and McLean updated IS success model
Systems quality
̶ Adaptability
̶ Availability
̶ Reliability
̶ Response time
̶ Usability
Information quality
̶ Completeness
̶ Ease of understanding
̶ Personalization
̶ Relevance
̶ Security
Service quality
̶ Assurance
̶ Empathy
̶ Responsiveness
Use
̶ Nature of use
̶ Navigation patterns
̶ Number of site visits
̶ Number of transactions executed
User satisfaction
̶ Repeat purchases
̶ Repeat visits
̶ User surveys
̶ Net benefits
̶ Cost savings
̶ Expanded markets
̶ Incremental additional sales
̶ Reduced search costs
̶ Time savings
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How could the model differ in different applications/systems?
Support for interrelationships between D&M success constructs
9 Petter, S., DeLone, W., & McLean, E. (2008). Measuring information systems success: models, dimensions, measures, and interrelationships.
European journal of information systems, 17(3), 236-263.
Activity#1
• In groups of two students search for the shortcomings of the IS
success model.
Activity#2
Discuss about the differences of IS success model measurement items in different
industries.
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