Updated DeLone and McLean IS success model explained

3 Feb


The original DeLone and McLean IS success model dates back to 1992 and looks like so;


While the updated model, which I will explain has similar attributes and the wording is slightly different is as follows:


System Quality – Relates to the characteristics that an organisation wishes for its information system. Characteristics could include according to Petter et al “system flexibility, system reliability and ease of learning…features of intuitiveness, sophistication, flexibility and response times”.

Information Quality – Refers to what characteristics of the system outputs the organisation desires, which would include management reports and web pages. For example, according to Petter the quality refers to “relevance, understandability, accuracy, conciseness, completeness, understandability, currency, timeliness and usability”.

Service Quality – For the support the systems receives from the IT department to be personalised. The examples are similar to the examples of information quality, but also include according to Petter “technical competence and empathy of the personnel staff…SERVQUAL, adapted from the field of marketing” is a way of measuring IS service quality.

System Use – Refers to how the users (staff and customers) use the capabilities of the system, so far example the frequency of use, the reason for using it

User Satisfaction

Refers to how satisfied the users of the system are with the end result of the system, whether that is a report, a website or the support provided by the IS and IT department.

Net Benefits

Petter describes the net benefits as “the extent to which IS are contributing to the success of individuals, groups, organisations, industries and nations”. So for example, that can include, improved decision making and productivity, along with increased sales, reductions in cost, profits, economic development and the creation of jobs.



Petter – http://www.pchocolaad.com/research/0000%20-%20%20Measuring%20information%20systems%20success%20models,%20dimensions%20measures%20and%20interrelationships.pdf


One Response to “Updated DeLone and McLean IS success model explained”

  1. Mike February 10, 2014 at 10:53 pm #

    But how to apply it in small business to evaluate success of accounting software….

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