Case example 1 of applying the D&M model

10 Feb

From the many blogs concerning the Delone and Mclean model including zonic89 and mcoconnell [1],[2], we have now gained a strong theoretical understanding of the framework. However, what I have personally noted about the D&M model itself and its varied and extended models is that they are quiet vague. One must ask can this framework be applied for any type of organisation. In this blog I will be talking about two case examples of both a large high profile business and the other a small retail store.

Barnes and Noble is an example of a low profile business that succeeded by using the Delone and Mclean model. Barnes and Noble main competitor is Amazon who’s growth in sales and market value highlights the value of the online model. Customers could order from their own homes with a larger selection than any other large bookstore with lower prices. Barnes and Noble decided to compete against Amazon by using the updated Delone and Mclean framework. [3]

Capture case1

The main measures of success for Barnes and Nobles online book sales business are sales revenue and investors reactions to the company’s “success” as shown in the market valuation. To take into account all net benefits it is necessary to measure the quality of the users experience and the consumer’s satisfaction of usage with the system. It is vital that the Barnes and Noble website must be easy to use and available whenever the customer wants to access it. It is necessary that the information displayed must be relevant to the customer’s interests. If e-mail response to purchase transactions is not sufficient then a call centre should be available. The frequency number of site visits and their satisfaction can be recorded through repeat purchases. [3]

As we can see from the Barnes and Noble example, the D&M model is an effective method of improving a business through the six dimensions. It is a useful method/guide for a business that needs improvement by improving the sub factors for each dimension as seen in the diagram.  However the model isn’t a solution but more of a guide as it lack strategic direction. It is how a company interprets the model best and its dimensions is what will distinguish it from other firms in order to achieve IS success. [3]






[3] DeLone, W.H., and McLean, E.R. Measuring e-commerce success: Applying the DeLone

& McLean information systems success model. International Journal of Electronic Commerce,

9, 1 (2004), 31–47.



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