Information Systems’ Models for Success Assessment - High Level Models and Methodologies for Information Systems - page 120

decades, along with the changes to IS use, namely end user computing, justify the
inclusion of service quality as its own, separate category (DeLone and McLean
2003 ).
System use assesses the way the system is used and how its features are har-
nessed by users, both staff members and clients. It evaluates, among other elements,
the frequency and amount of use, the purpose of the use and the nature of the use. In
terms of user satisfaction, the objective of this dimension is to measure the degree
of satisfaction with the overall characteristics, outcomes, and support services of the
system.
The updated D&M model also substitutes the two dimensions of impact (indi-
vidual and organizational) for the larger concept of net bene ts, in order to include a

wider population, such as groups, industries, and countries. The increase in pro-
ductivity, the creation of jobs, or the economical development are some of the
criteria used to assess the net bene

ts to a panoply of entities (Petter et al. 2008 ).
Some models of IS success assessment prefer to dissect the variables into sub-
variables, or simply increment the number of success variables, but the D&M
model rather simpli es the list of IS categories. Therefore, by transforming the two

impact categories into

“ ”

the model becomes open to allow for a
particular determination of who is affected by the IS. By using the net bene

net bene ts,

ts label,
the model endows each individual process of IS success measurement to determine
what type of impact it will consider (individual, organizational, national, and
departmental) (DeLone 2003 ) (Fig. 7.2 ).
The original D&M model for IS success contributed with five core premises.

First, it is paramount to account for the fact that IS have an interdependent and
multidimensional nature, which means one will have to pay attention to the inter-
actions between the several success dimensions.
Second, while tested and empirically validated measures are ideal, the success of
IS should be determined according to the particular aims and context of the IS.

Fig. 7.2 DeLone and McLean ' s updated model of IS success (adapted from DeLone and McLean

1992 )