The DeLone and McLean Information Systems Success (D&M IS) framework is a widely recognized and influential model for evaluating the effectiveness and impact of information systems. Originally introduced by William H. DeLone and Ephraim R. McLean in 1992, the framework has since undergone several refinements to reflect better the dynamic nature of information systems and their evolving roles within organizations.
The D&M IS framework identifies six key interrelated dimensions that contribute to information system success:
- System Quality: This dimension measures the technical performance of the information system, including reliability, ease of use, accessibility, flexibility, and integration with other systems.
- Information Quality: This dimension focuses on the quality of the output produced by the information system, encompassing attributes like accuracy, relevance, timeliness, completeness, and understandability.
- Service Quality: This dimension evaluates the quality of support and service provided by the information system, including aspects such as responsiveness, empathy, assurance, and reliability.
- Use: This dimension assesses the extent to which users utilize the information system in their work, as well as the frequency, nature, and duration of system usage.
- User Satisfaction: This dimension gauges the overall satisfaction of users with the information system, influenced by factors such as system quality, information quality, and service quality.
- Net Benefits: This dimension measures the overall impact of the information system on the organization, considering both tangible and intangible benefits, such as improved decision-making, enhanced productivity, cost savings, and increased competitive advantage. It also considers any potential negative or unintended side effects from the system’s implementation.
The DeLone and McLean framework’s interrelated dimensions evaluate information systems in various contexts, from specific applications to organization-wide systems. By considering each dimension in the context of an organization’s unique goals and objectives, IT leaders and decision-makers can identify areas of improvement, optimize system performance, and maximize the overall value of their technology investments.
The D&M IS framework has been widely adopted and adapted across diverse industries and sectors, serving as a foundation for numerous empirical studies and evaluations of information systems success. It has also inspired the development of other, more specialized evaluation frameworks tailored to specific contexts, such as e-commerce, e-government, and knowledge management systems.
In summary, the DeLone and McLean Information Systems Success framework offers a comprehensive, multi-dimensional approach for assessing the effectiveness and impact of information systems within organizations. By examining the interplay between system quality, information quality, service quality, use, user satisfaction, and net benefits, IT leaders can better understand the factors that contribute to the overall success of their technology investments and make informed decisions to optimize performance and value.
The “DeLone McLean Framework” category within our CIO Reference Library is a valuable resource for CIOs, IT executives, and technology leaders looking to evaluate and enhance the effectiveness of their organization’s information systems. This collection features articles, research papers, case studies, and expert opinions that delve into the DeLone and McLean Information Systems Success (D&M IS) framework, its applications, and its impact on organizations across various industries.
Our DeLone McLean Framework category covers a wide range of topics, including:
- Framework Fundamentals: Explore the foundational concepts and dimensions of the D&M IS framework, such as system quality, information quality, service quality, use, user satisfaction, and net benefits.
- Framework Adaptations: Discover how the D&M IS framework has evolved to address the changing landscape of information systems and technology, including updates and refinements that improve its relevance and applicability.
- Evaluation Methodologies and Tools: Learn about various methodologies and tools for applying the D&M IS framework to assess information systems success, including quantitative and qualitative approaches, survey instruments, and performance metrics.
- Case Studies and Best Practices: Examine real-world examples of organizations successfully implementing the D&M IS framework to evaluate and enhance their information systems, uncovering valuable insights and lessons learned.
- Industry-specific Applications: Explore how the D&M IS framework has been tailored and adapted to suit the unique requirements and challenges of specific industries, such as healthcare, finance, education, and government.
- Comparisons with Alternative Frameworks: Investigate how the DeLone and McLean framework compares and contrasts with other information systems evaluation models, highlighting its strengths, weaknesses, and areas for improvement.
- Emerging Technologies and Trends: Stay informed on how the D&M IS framework can be applied to evaluate the success of emerging technologies, such as artificial intelligence, machine learning, big data analytics, and the Internet of Things (IoT).
- The DeLone McLean Framework category is designed to equip CIOs and IT executives with the knowledge and resources necessary to assess the effectiveness of their organization’s information systems using a proven and widely recognized model.
By leveraging the insights and expertise contained within this curated collection, IT leaders can make informed decisions to optimize system performance, maximize user satisfaction, and ensure that their technology investments deliver tangible results.
