The D&M IS success Model has been cited by many scholars who have provided critiques and appraisal while testing the associations among the measures identified in the Model. Seddon (1997) suggest that the removal of System use as a variable is paramount as he believes that use must precede impacts and belief. In responding to Seddon and other’s critics, Delone and Mclean (2003) revisited their original D&M IS success model and decided to add two variables to the original model: Service quality & Net benefits.
They chose to replace Individual and Organizational Impact with Net benefits. This is because Net benefits may be positive or negative therefore they suggested that when applying the model, the target audience should always be specified. It is important to note that net benefits will be positive if the quality dimensions are relevant, effective and efficient and user is satisfied with using the system. This has parallels with Seddon`s recommendation and seems reasonable.
However, DeLone and McLean argues that measuring the amount of time a system is used does not properly capture the relationship between usage and the realisation of the expected results. This perspective should be viewed from different angles because in some instance system use is mandatory while it could be voluntary in other circumstances and as a result Seddon’s suggestion to remove System use could be flawed in this regard. We therefore agree with DeLone and McLean (2003) that System usage should continue to be used as dependent variable although IS researchers could continue to develop or test it.
Other researchers cited by DeLone and McLean (2003) postulate that service quality measure should be part of IS success because the dimensions use are tangible, reliable and responsive Business Alignment Strategy According to the D&M Model, information system quality affects both the user of the information system i. e. (whether the information system is adopted by its intended users) and how satisfied the intended users are with the use. The amount of use can be indicative of the level of user information system use.
Effective information systems play a central role in the fulfilment of strategic business goals like cost leadership, increased profitability or sustained growth. It is through these impacts that the information system eventually has an orgainsation impact e. g. reduction of operational costs. Drawing upon the literature and the D&M IS Success Model review, we agree with the notion that the success Model dimensions are interrelated. However, we propose that the IT infrastructure which is very important for e-commerce success should be intergrated as a subsystem to share information within any organisation.
Further to this there is need to improve organisational website functions and features, especially the search function to make information on website accurate, credible, useful, timely and understandable. The continuous IT organisational infrastructure improvement is mandatory on enhancing the IS success. The updated model is more reliable than the previous one especially after adding service to quality dimensions and replace individual and organizational impact with net benefits. In fast changing word and increasing IS development, nearly on daily basis, the question is : what is the best way to measure the effectiveness of IS.
Business Intelligence Blog. Retrived on 14 Nov 2008, from http://blog.maia-intelligence.com
Delone,W. & Mclean, E., (2003). The Delone and Mclean Model of information system success: A Ten year update. Journal of Management Information System, 19(4) pp.9-30