Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model

TLDR

Information technology and the Internet have dramatically transformed business operations, yet companies investing heavily in e‑commerce struggle to assess the success of their systems. The study adapts the DeLone & McLean Information Systems Success Model to address the measurement challenges unique to e‑commerce. The updated model’s six dimensions offer a parsimonious framework for organizing e‑commerce success metrics identified in the literature. Two case examples illustrate how the model can guide the identification and specification of e‑commerce success metrics.

Abstract

Information technology and the Internet have had a dramatic effect on business operations. Companies are making large investments in e-commerce applications but are hard pressed to evaluate the success of their e-commerce systems. The DeLone & McLean Information Systems Success Model can be adapted to the measurement challenges of the new e-commerce world. The six dimensions of the updated model are a parsimonious framework for organizing the e-commerce success metrics identified in the literature. Two case examples demonstrate how the model can be used to guide the identification and specification of e-commerce success metrics.