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The Determinants of InformationSystems Success

William H. DeLoneKogod School of Business

American UniversityOctober 2009

IT Research SeminarFebruary 10, 2003

Motivation

• How should we measure IS success – DeLone &McLean IS Success Model includes: SystemQuality, 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 becausethose success factors may be leveraged andcontrolled to improve IS Success

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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)

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The Updated D&M SuccessModel

DeLone and McLean IS Success Model (2003)

Conclusions

• IS Success - multi-dimensional and interdependentconstruct

• Selection of IS success measures is contingent onobjectives and context of study

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What are the Determinants of IS Success?

Theoretical Background

Structure

Task Technology

People

Leavitt's Diamond of Organizational Change

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Theoretical Background

• Leavitt (1965) - organizations have four interdependentvariables: 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 Success1. Task characteristics2. User characteristics - People3. Social characteristics - People4. Project characteristics - Structure5. Organizational characteristics - Structure6. Technology characteristics

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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 ISSuccess and identifies questions for future research

Scope of Literature Review

• Created a pool of studies from full-text searches onnumerous online databases

• Triangulated with reference lists of papers andwebsites focused on IS Success

• Covered timeframe from 1992 to 2007• Focused on direct effects on IS Success, ignored

moderating variable hypotheses

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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 success1) Task Characteristics; 2) User Characteristics; 3) SocialCharacteristics; 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”

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Task Characteristics

Task-Related ResearchQuestions

• What is the relationship between specific taskcharacteristics (i.e., task interdependence, tasksignificance, task variability, and task specificity)and dimensions of IS success?

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User Characteristics

Determinants Level of Support

Task-Technology Fit(except System Quality)

Task Difficulty

Strong Support

Task-Technology Fit(System Quality ONLY)

No Support

Task InterdependenceTask SignificanceTask VariabilityTask Specificity

Insufficient Data

User-Related ResearchQuestions

• Which user attitudes are most important inpredicting IS success?

• What is the relationship between Self-Efficacy andIntention to Use?

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Social Characteristics

Research Questions on SocialCharacteristics

• Is there a direct relationship between socialcharacteristics and IS success?

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Project Characteristics

Project-Related ResearchQuestions

• Does Developer Skill influence User Satisfaction?• What is the impact of a third party (such as a

consultant or vendor) on IS success?

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Organizational Characteristics

Organizational ResearchQuestions

• What is the nature of the relationship between ITinvestment and Net Benefits?

• Which factors of organizational environment (i.e.,.competitiveness of the industry, partnerrelationships) are most important in terms ofimpacting IS success?

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Technology Characteristics

Technology-Related ResearchQuestions

• What types of information systems are most likelyto provide Net Benefits?

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Determinants of IS SuccessModel

Implications

1. Mega Success Frameworka. How to measure success – DeLone & McLean IS

Success Modelb. What factors influence success – Determinants

Framework

2. Cause and Effect Success models for individualsuccess dimensions (e.g. what factors lead to moreUSE of systems: user attitudes, managementsupport, extrinsic motivation, etc.)

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Implications

3. Success Factors• Proven factors (strongly supported) such as

Task-technology fit, user attitudes, userinvolvement, etc.

• Factors worthy of further study (mixed support)=> future research agenda

• Factors not adequately tested => future researchagenda

• Non factors (not supported)

Thank You

Questions?