Information Systems’ Models for Success Assessment - High Level Models and Methodologies for Information Systems - page 119

try and obtain a simpler pattern or patterns of measures by compiling existing
studies and evaluating the measures used in them.
Their model proposed a framework to determine IS success that encompassed
six categories:

System quality, information quality, use, user satisfaction, indi-
vidual impact, and organizational impact

“

(DeLone and McLean 1992 ; Petter et al.
2008 ). The D&M model is based on the notion that the quality of both the system
and the information has an impact on users

”

satisfaction and usage. This model
defends the interdependency between usage and user satisfaction (Iivari 2005 ) and
is primarily a causal-explanatory model, describing how use and user satisfaction,
reciprocally affecting each other, directly in

'

uence individual impact, and how

individual impact in turn translates into organizational impact (Iivari 2005 )

(Fig. 7.1 ).
The original D&M model was updated in 2003 and it included a new dimension:
service quality. The updated model was then composed of six success dimensions:
systems quality, information quality, service quality, system use, user satisfaction,
and net bene

ts (Petter et al. 2008 ).
System quality accounts for the ideal features of an IS, such as usability, reli-
ability, and response time. It measures technical success. Information quality
concerns the outputs of the system and their ideal traits. The system is expected to
have concise, relevant, and accurate outcomes. Management reports and Web pages
are some of the possible outcomes of the system. The authors define this as
“

semantic success ” (DeLone and McLean 2003 ). Service quality, introduced with

the model t

from. It is the degree and quality of the IT support available to the user. It measures
aspects such as the responsiveness, technical competence, and empathy. The
SERVQUAL instrument has been used and widely accepted as a measurement tool
for service quality in IS, but despite its value it is a restrictive tool, as it only
contemplates service quality, which is just one of the many elements of an IS
(Palmius 2007 ). Nevertheless, service quality

' s revision, corresponds to the quality of the support that the users bene

' s growing relevancy over the last

Fig. 7.1 DeLone and McLean ' s original model of IS success (adapted from DeLone and McLean
1992 )