The Determinants of Information
Systems Success
IT Research Seminar
February 10, 2003
William H. DeLone
Kogod School of Business
American University
October 2009
Motivation
• How should we measure IS success – DeLone &
McLean IS Success Model includes: System
Quality, Information Quality, Service Quality, Use,
User Satisfaction and Net benefits (1992 –present)
• What are the variables that impact success?
• How do we improve IS success - understanding
the determinants of success is important because
those success factors may be leveraged and
controlled to improve IS Success
1
Research Purpose
• Integrate previous research findings on IS success
• Assess and summarize cumulative knowledge
(hundreds of studies) in a parsimonious format
• This research is under review at MIS Quarterly (47
pages)
The Original D & M Success Model
(“Quest for Dependent Variable..”)
DeLone and McLean IS Success Model (1992)
2
The Updated D&M Success
Model
DeLone and McLean IS Success Model (2003)
Conclusions
• IS Success - multi-dimensional and interdependent
construct
• Selection of IS success measures is contingent on
objectives and context of study
3
What are the Determinants of IS Success?
Theoretical Background
Leavitt's Diamond of Organizational Change
Structure
Task
Technology
People
4
Theoretical Background
• Leavitt (1965) - organizations have four interdependent
variables: tasks, people, structure, and technology
• A change in one of the variables will affect the others.
• The success of an IS is likely affected by the interaction
among technology (IS), task(s), structure, and people.
• The antecedents of IS success should include each of the
dimensions identified by Leavitt.
• Basis of social technical theory of IS – Bostrom & Heinen
(1977)
What Causes IS Success?
Antecedents of Success
1. Task characteristics
2. User characteristics - People
3. Social characteristics - People
4. Project characteristics - Structure
5. Organizational characteristics - Structure
6. Technology characteristics
5
Methodology
• Qualitative literature review
• Examined possible determinants of IS Success in
both quantitative and qualitative research
• Two authors classified variables into six categories.
• Hold out sample (2006-2007)was then classified
with inter rater reliability of 80%
• Study also draws conclusions about relationships
among success factors and specific dimensions of IS
Success and identifies questions for future research
Scope of Literature Review
• Created a pool of studies from full-text searches on
numerous online databases
• Triangulated with reference lists of papers and
websites focused on IS Success
• Covered timeframe from 1992 to 2007
• Focused on direct effects on IS Success, ignored
moderating variable hypotheses
6
Scope of Literature Review
•
•
•
•
Reviewed 600 Studies
Captured Detailed Data on 450 Studies
Narrowed Analysis to 140 Studies
Organized around 6 Dimensions as Antecedents of
IS success
1) Task Characteristics; 2) User Characteristics; 3) Social
Characteristics; 4) Project Characteristics;
5) Organizational Characteristics; and 6) Technology
Characteristics
Analysis
• Greater than 75% is classified as “Strong Support”
• Between 25% and 75% is classified at “Mixed
Support”
• Less than 25% is classified as “No Support”
• Three studies or less is classified as “Insufficient
Data”
7
Task Characteristics
Task-Related Research
Questions
• What is the relationship between specific task
characteristics (i.e., task interdependence, task
significance, task variability, and task specificity)
and dimensions of IS success?
8
User Characteristics
Determinants
Task-Technology Fit
(except System Quality)
Task Difficulty
Task-Technology Fit
(System Quality ONLY)
Task Interdependence
Task Significance
Task Variability
Task Specificity
Level of Support
Strong Support
No Support
Insufficient Data
User-Related Research
Questions
• Which user attitudes are most important in
predicting IS success?
• What is the relationship between Self-Efficacy and
Intention to Use?
9
Social Characteristics
Research Questions on Social
Characteristics
• Is there a direct relationship between social
characteristics and IS success?
10
Project Characteristics
Project-Related Research
Questions
• Does Developer Skill influence User Satisfaction?
• What is the impact of a third party (such as a
consultant or vendor) on IS success?
11
Organizational Characteristics
Organizational Research
Questions
• What is the nature of the relationship between IT
investment and Net Benefits?
• Which factors of organizational environment (i.e.,.
competitiveness of the industry, partner
relationships) are most important in terms of
impacting IS success?
12
Technology Characteristics
Technology-Related Research
Questions
• What types of information systems are most likely
to provide Net Benefits?
13
Determinants of IS Success
Model
Implications
1. Mega Success Framework
a. How to measure success – DeLone & McLean IS
Success Model
b. What factors influence success – Determinants
Framework
2. Cause and Effect Success models for individual
success dimensions (e.g. what factors lead to more
USE of systems: user attitudes, management
support, extrinsic motivation, etc.)
14
Implications
3. Success Factors
• Proven factors (strongly supported) such as
Task-technology fit, user attitudes, user
involvement, etc.
• Factors worthy of further study (mixed support)
=> future research agenda
• Factors not adequately tested => future research
agenda
• Non factors (not supported)
Thank You
Questions?
15