Case example 2 of applying the D&M model

10 Feb

The second case study is of a large high profile business called ME electronics that maintained their success by using the Delone and Mclean model. ME electronics is an electronics retail chain who’s main target customers are wealthy consumers by selling expensive branded goods. ME electronics have used a website for the last 4 years which supports a broad communication strategy and serves as a one-way communication channel to the customer used for broadcasting company information. However at ME electronics customers are unable to place orders through their website. They face large competition that has integrated this service into their company already. Me electronics new strategy is based on electronic customer relationship management (ECRM). The goal is to integrate an interactive website that can track all customer interactions. [1]

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Customer satisfaction is one of the main objectives in increasing sales per customer. The aim is for customers to complete e-mail based customer satisfaction surveys that will measure system quality, information accessibility of the customers and ME’s responsiveness to customer e-mail inquiries and overall satisfaction with the on-line experience. It is also necessary that ME collect data on the highest products that are interacted with by customers and correlate interactions with sales activity. [1]

We have seen from the above examples the flexibility and relevance of the updated Delone and Mclean model and the theoretical foundation it provides for a business. It also provides a guide for empirical success however it is important to note that it is not a fix solution that any company can use and expect success. The D&M model is quite vague and it does lack strategy but it’s an affective guide and a matter of which business can utilise the framework most affectively is what will determine success as seen in the examples.



[1] 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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