Delone and McLean IS Success Model

[김양석]

The DeLone and McLean Information Systems Success Model, also known as the DeLone and McLean Model, is a widely cited framework in information systems research for assessing the success of information systems (IS). Developed by William H. DeLone and Ephraim R. McLean, this model provides a comprehensive perspective on the factors that contribute to IS success and the relationships among these factors.

The original model was proposed in 1992 and has undergone revisions and extensions over the years. The model initially identified six dimensions of IS success, which were later expanded in a revised version to include updated constructs and relationships.

Here is an overview of the key components of the DeLone and McLean IS Success Model:

1. System Quality: This dimension refers to the technical quality of the IS itself, including factors such as reliability, ease of use, flexibility, and response time. A high-quality system is more likely to be perceived as successful by its users.

2. Information Quality: Information quality focuses on the accuracy, relevance, completeness, and timeliness of the information provided by the IS. High-quality information supports better decision-making and user satisfaction.

3. Service Quality: Service quality relates to the support and services provided to users of the IS. It includes aspects such as responsiveness of support staff, availability of training, and overall customer service.

4. Usefulness: Similar to the concept discussed earlier, usefulness in this model refers to the perceived benefit or value that users derive from using the IS. A system that is perceived as useful is more likely to be successful and adopted by users.

5. User Satisfaction: User satisfaction is a key outcome of IS success and reflects the overall positive attitude and perception of users toward the IS. Satisfied users are more likely to continue using the system and recommend it to others.

6. Net Benefits: Net benefits represent the overall impact and benefits that the IS provides to the organization. This includes improvements in productivity, cost savings, decision-making effectiveness, and other tangible and intangible benefits.

The DeLone and McLean model suggests that these dimensions are interconnected and influence each other. For example, system quality and information quality contribute to perceived usefulness, which in turn affects user satisfaction and net benefits. Service quality also plays a critical role in influencing user satisfaction and perceived usefulness.

Over the years, the DeLone and McLean model has been widely applied and extended in various contexts, including e-commerce, healthcare systems, and enterprise resource planning (ERP) systems. It remains a valuable framework for eval‎uating and understanding the success factors of information systems from a holistic perspective.

References:

• DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60-95.
• DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9-30.

(출처: https://johnsohn.dk/2019/08/03/10-year-it-update-delone-mclean-model/)

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