Information Technology Reference
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8.5 Discussion
The Updated D&M model is a causal reasoning model for IS success/failure.
The degree to which a factor is perceived positively by many users will lead to
success, whereas the degree to which a factor is perceived negatively will lead
to failure:
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If we evaluate these factors for RSD, we notice that it scores low on service
and system quality. These negatively influence user satisfaction and (intention
to) use. Combine this negative stream with a bad reputation and slow time
performance and users drop out; they look for alternatives, which in turn
creates a lack of purpose of the IS. The absence of net benefits will affect user
satisfaction and intention to use (Delone & McLean, 2003).
◾
By following the causal logic of the Updated D&M model, we come to a
diagnosis of failure for the ECREMOS. It scores low on information and
system quality and high on service quality, which makes the balance for the
three quality measures negative. This influences (intention to) use and user
satisfaction. Combined with a lack of purpose, net benefits drop.
The Updated D&M model allowed for identification of factors of the causal
chain that led to the failure of the studied IS. The inductive approach allowed
one to find additional causes of failure that were not covered by the model. Petter
et al. (2013) recognize that current research has possibly omitted important IS
success/failure determinants. Recently, Petter et al. remarked that the factors
of the Updated D&M model are influenced by independent determinants that
cause success/failure. Relevant determinants that affect IS success/failure need to
be described. After a literature review of 140 IS success studies, they detected 43
variables that are determinants of IS success. The most important influencers of IS
success were pictured in “a road map for determinants of IS success.” These deter-
minants are divided into three groups of characteristics. The first group is “task
characteristics” and addresses task compatibility and difficulty. The second group is
called “project and organizational characteristics.” Determinants are user involve-
ment, relationships with developers, management support, extrinsic motivation,
management processes, organizational competence, and IT infrastructure. The
third and last group is “user and social characteristics”; it covers attitudes toward
technology, enjoyment, trust, and user expectations. It is still unclear whether this
study will require a further update of the D&M model; it is in its infancy.
If we compare the additional causes of failure of the two cases with the determi-
nants of the roadmap from Petter et al., we see some matches (Table 8.4).
One must be cautious to generalize inductive data beyond the case setting. The
inductively found additional causes of failure are nevertheless in line with previous
research findings:
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