Application of the D&M model

5 Feb

A major problem with the D&M model, as well as the subsequent extensions and re-specifications, is that its application is understudied. Petter et al. (2008), for example, highlighted that the application of the model is dependent on the organisational context. Ideally, a model of IS success would be applicable to a variety of contexts but so far the limits of the D&M model (2003) are unclear. The authors found that the model was utilised successfully in both individual and organisational contexts for performance improvement. It was unclear, however, if the model could be applied to IS used for enjoyment purposes such as gaming and social media [1].

Furthermore, in terms of application, the model appears to be limited to being a framework for understanding the key dimensions of IS success as well as some of the relationships between them – other relationships, however, are less well understood (such as the effect of use on user satisfaction and net benefits).With the exception of user satisfaction, a strong relationship does not seem to exist between net benefits and the other dimensions. So overall, the model falls short since it does not adequately measure the success of an IS system. And when evaluating IS success, practitioners tend to focus on the impact or benefits of a system rather than system or service quality or the nature of use or the relationships between these dimensions. For practitioners, a balanced scorecard seems to be more applicable to measuring success. Therefore, the authors suggest that practitioners adopting the D&M model should additionally consider an IS balanced scorecard as a means of measuring net benefits [1].

[1] Petter, S.; DeLone, W.; and McLean, E. (2008). Measuring information systems success: models, dimensions, measures, and interrelationships. European Journal of Information Systems, 17, 236-263.

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