the delone and mclean model of information systems success
DESCRIPTION
The delone and mclean model of information systems success The main Resource: Integrated Series in Information Systems, Volume 28, Information Systems Theory Explaining and Predicting Our Digital Society, Vol. 1, Springer; 2012 editionTRANSCRIPT
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THE DELONE AND MCLEAN MODEL OF INFORMATION SYSTEMS SUCCESS
Hamideh IrajSahar Najafikhah
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Delone and McLean IS Success Model1Expectation Confirmation Theory2
Organizational Learning3
4
Evaluation Theories
SERVQUAL
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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
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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
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The Theory History
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1980Peter KeenThe lack of a scientific basis in IS researchQuestion: What are dependent variable in IS research?
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1992DeLone and McLean introduced their first IS Success Model
System quality Information qualityUseUser satisfaction,Individual impactOrganizational impact
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2003The Updated D&M IS Success Model
InformationSystemService quality(Intention to) useUser satisfactionNet benefits
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D&M IS Success Model (1992)
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Updated D&M IS Success Model (2002)
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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.
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CONSTRUCTS AND MEASURES
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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)
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1. System Quality - Measures
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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.
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2. Information Quality - Measures
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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
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4. Intention to Use/UseThe degree and manner in which an IS is utilized by its users.
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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
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5. User Satisfaction - Measures
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6. Net Benefits
The extent to which IS are contributing to the success of the different stakeholders
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Theory Applications
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Relation to TAM 2-Venkatesh and Davis (2000)
Related to Use
A measure of System Quality
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Relation to UTAUT (Unified theory of acceptance
and use of technology) -Venkatesh et al. (2003)
Intention to Use
Use
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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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