The DeLone and McLean Model of Information Systems Success: A Ten-Year Update

TLDR

The DeLone and McLean IS Success Model was introduced a decade ago as a framework for measuring complex-dependent variables in IS research. This paper reviews the past decade of IS success research, focusing on applications, validations, challenges, and extensions of the original model, and offers recommendations for future measurement. The authors analyze recent IS success studies that apply, validate, challenge, and extend the DeLone and McLean model. They propose minor refinements and an updated DeLone and McLean IS Success Model, highlight its utility for measuring e‑commerce success, and recommend future measurement practices. Keywords: evaluation of information systems, impact of information technology, information quality, information systems success, service quality, systems quality, use of information systems, user satisfaction.

Abstract

Abstract Ten years ago, we presented the DeLone and McLean Information Systems (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. Keywords: EVALUATION OF INFORMATION SYSTEMSIMPACT OF INFORMATION TECHNOLOGYINFORMATION QUALITYINFORMATION SYSTEMS SUCCESSSERVICE QUALITYSYSTEMSQUALITYUSE OF INFORMATION SYSTEMSUSER SATISFACTION