Information Technology Reference
In-Depth Information
The Updated D&M model contains of six main factors:
1. System quality measures the quality of information processing within the sys-
tem. It looks at desirable characteristics of an IS: ease of use, integration and
learning, system flexibility and reliability.
2. Information quality focuses on IS output and desirable characteristics of sys-
tem outputs such as relevance of information, understandability, added value,
data security, and completeness.
3. Service quality is the quality of system support that users get from the infor-
mation technology (IT) department, such as responsiveness, empathy, com-
munication, accuracy, or technical competence of staff.
4. Intention to use and use measure the user attitude. Use is seen as a behavior,
the manner in which staff and customers use the capabilities of an IS, for
example, amount and frequency of use, extent, and purpose of use.
5. User satisfaction describes the user's level of satisfaction with the IS.
6. Net benefits is the extent to which an IS contributes to the success of the indi-
viduals who use the system, for example, improved decision making, produc-
tivity, and efficiency (Dörr et al., 2013; Gable et al., 2008; Moges, Dejaeger,
Lemahieu, & Baesens, 2013; Prybutok et al., 2008).
The Updated D&M model sees success/failure as brought about by causally linked
factors. Underlying is the assumption that IS success/failure can be identified by the
presence or absence of certain factors (Kautz & Cecez-Kecmanovic, 2013). The pres-
ence or absence of system, information, and service quality influences the intention to
use an IS, the actual use, and the user satisfaction. These factors, in turn, influence the
experienced net benefits. The presence/absence of net benefits for users impacts the fur-
ther intention to use and user satisfaction. Finally, user satisfaction influences the inten-
tion to use, whereas use influences user satisfaction. In light of this model, the definition
of IS success as given in the Introduction amounts to contrasting the actual usage and
net benefits against the expected usage and benefits formulated by the client of the IS.
By using the Updated D&M model to reflect on success and failure, the appre-
ciation of causes of failure will largely reflect the users' perceptions, given the cen-
tral position of intention to use, user satisfaction, and net benefits in the model.
8.3 Methodology
8.3.1 Research Methodology
To investigate intergovernmental IS failure, two possible approaches can be con-
sidered. On the one hand is a bottom-up, inductive approach to identify the root
causes of intergovernmental IS failure in different cases; see, for example, Lehtinen,
Mäntylä, Vanhanen, Itkonen, and Lassenius (2014). These can be generalized to a
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