The DeLone and McLean Model of Information Systems Success: A Ten-Year Update

This research develops an integrated model of Information System (IS) success based on the DeLone and McLean (2003. The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30) IS success model and the technology–organization–environment framework of the firm to provide small- and medium-sized enterprises (SMEs) with the relative importance and knowledge of IS success. A questionnaire-based survey was conducted to collect data from 316 Iranian and Malaysian manufacturing SMEs. Our findings show that the determinants of IS success among SMEs are not limited to the technological factors identified in the DeLone and McLean (2003) IS success model. We in effect found that IS success among SMEs is also determined by some key organizational and environmental determinants. We observed that the involvement of both top management and employees in different stages of IS implementation is important and IS success among SMEs requires internal and external support. The study contributes to the theory by extending and empirically testing the DeLone and McLean IS success model in a different setting than in previous studies. The study can serve as a basis for future research in this field through advancing the theoretical development in the area of IS success.

Purpose– The purpose of this paper is to propose a hybrid model based on expectation-confirmation model (ECM), technology acceptance model (TAM), and updated DeLone and McLean information system (IS) success model to examine whether quality factors as the antecedents to user beliefs affected users’ continuance intention of the digital library.Design/methodology/approach– Sample data for this study were collected from students enrolled in a comprehensive university in Taiwan. A total of 600 questionnaires were distributed in the campus library, and 525 (87.5 percent) usable questionnaires were analyzed using structural equation modeling (SEM) in this study.Findings– Findings show that the proposed research model integrating ECM, TAM, and updated DeLone and McLean IS success model has good explanatory power for quality antecedents of users’ continuance intention of the digital library. Information relevance, system accessibility, and technical support play key roles in explaining users’ continuance intention of the digital library via their beliefs.Originality/value– This study’s empirical evidence on capturing ECM, TAM, and updated DeLone and McLean IS success model reveals deep insights into quality evaluation for users’ continuance intention of the digital library. Especially, this study additionally contributes to the identification of interface features that may lead to users’ continuance intention of the digital library.

Requirements elicitation is the practice of discovering the requirements of a system from users’ perspectives before the system is developed. It is one of the activities carried out during the analysis phase in Software Development Life Cycle (SDLC) Model. The challenge of this requirements elicitation is particularly prevalent among junior programmers as they have lack of knowledge, exposure and experience in identifying what kind of questions should be asked to the system’s users when formulating their requirements. Hence, this study aims to construct a list of standard questions, coordinated with key dimensions in the DeLone and McLean Information Systems (IS) Success Model to assist these junior programmers to identify the system requirements in more detail as the user wishes. Three (3) steps are conducted to be used as methodology for this study: 1) exploration of the DeLone and McLean’s key dimensions, 2) keywords identification according to the key dimensions explored, and 3) construction of important and standard questions, coordinated with the key dimensions of DeLone and McLean IS Success Model. The first two steps involve literature from established online databases, while the third step is the main contribution of the authors. At the end of this study, a list of 60 important and standard questions to be answered by users during requirements elicitation is meticulously constructed. With that comprehensive and standard questions, it is positive that junior programmers can better investigate and comprehend the user’s needs, problems and even their requests during requirements elicitation.

Purpose – The purpose of this paper is to examine the effectiveness of information technology in reducing corruption in China. Meanwhile this paper explores whether electronic monitoring systems (EMS) can be evaluated in terms of the DeLone and McLean information systems (IS) success model. Design/methodology/approach – The status of the EMS in five cities is first proposed, and then a model of e-government system success is designed to evaluate the EMS. Data are obtained from 387 civil servants in the supervision agencies. Then the effectiveness of EMS in reducing corruption is deeply assessed, and the DeLone and McLean IS success model is validated. Findings – The findings show that the application of EMS has a positive effect on reducing corruption. IT thus has the potential to reduce corruption, but the institution and the people are more important. Originality/value – Although many theories about reducing corruption have been proposed, the EMS application in reducing corruption has seldom been addressed. This study is the first, to the author's knowledge, to examine EMS and corruption reduction from the point of view of the IS success model.

Purpose– The purpose of this paper is to propose a hybrid model based on the expectation-confirmation model (ECM), flow theory, and updated DeLone and McLean information system (IS) success model to examine whether quality factors as the antecedents to nurse beliefs affected nurses’ intention to continue using the blended electronic learning (e-learning) system.Design/methodology/approach– Sample data for this study were collected from nurses at five hospitals in Taiwan. A total of 500 questionnaires were distributed, 396 (79.2 percent) questionnaires were returned. Consequently, 378 usable questionnaires were analyzed in this study, with a usable response rate of 75.6 percent. Collected data were analyzed using structural equation modeling.Findings– Information quality, system quality, support service quality, and instructor quality contribute significantly to perceived usefulness (PU), confirmation, and flow, which together explain nurses’ satisfaction with the usage of the blended e-learning system, and this in turn leads to their continued system usage intention.Originality/value– First, the application of the ECM with the view of updated DeLone and McLean IS success model reveals deep insights into quality evaluation (including information quality, system quality, and support service quality) in the field of nurses’ e-learning continuance intention. Especially, this study additionally contributes to the identification of instructor quality that may lead to nurses’ continued blended e-learning usage intention. Next, the empirical evidence on capturing both extrinsic motivator (i.e. PU) and intrinsic motivator (i.e. flow) for completely explaining quality antecedents of nurses’ blended e-learning continuance intention is well documented.

Information management and the usability of health information systems (HIS) are important for the development of HIS in occupational health services. User participation in the HIS development process has been shown to contribute to the success of an HIS. The purpose of this study was to analyze how user participation in HIS development affected evaluation of the success of HIS. The success was assessed on the basis of the DeLone and McLean Information Systems (IS) Success Model. The study was conducted within occupational health services and the data (n=210) was analyzed with quantitative methods. The results showed that users participating in the HIS development process assessed the success of the HIS as better than those that had not taken part in the development. This difference could be seen in all seven dimensions of the DeLone and McLean IS success model but was statistically significant only for System Quality and Intention to Use. The results also showed that the users that had participated in the HIS development process also used the HIS more often and more extensively than those that had not participated in the development. The results indicate that user participation in the development process positively influences their assessment of the HIS and increases their active use of the IS. However, more research is needed to determine the long-term effects of using participatory design in HIS development.

This study aims to adapt and extend the DeLone and McLean Information System (IS) success model in the context of an online English as a Foreign Language (EFL) higher education foundation program. The objective is to enhance teaching, learning, and knowledge-sharing experiences within a virtual community of practice (vCoP). The research involved eight experienced full-time university lecturers with master's degrees in English language teaching as participants. They were presented with six open-ended questions followed by interviews. The study addresses the gap between research and practice by assessing the effectiveness of the model in measuring knowledge-sharing and user interaction within the EFL vCoP. The findings highlight the need for tailored models in specific online learning domains, such as EFL, rather than applying a generalized approach to education. The findings have practical implications for designing and evaluating online educational programs and communities, ultimately enhancing the quality of online learning experiences. The study proposes potential indicators of success, paving the way for future research in the field of online education. By identifying and refining these indicators, educators and researchers can better assess the impact of online learning platforms and communities on student outcomes, engagement, and knowledge-sharing.

The aim of the present study is to evaluate the impact of the elements of Information Systems (IS) Success Model i.e., information quality, service quality, and system quality on the learners’ satisfaction with moderating role of teacher in EdTech platforms. Primary data were collected through questionnaire method from 473 students of 5th to 12th standard who were availing services of EdTech platforms. Results of the study substantiated significant positive association between IS success model constructs and learners’ satisfaction. Likewise, moderating role of teachers has been instituted between DeLone and McLean IS Success Model constructs and learners’ satisfaction. Furthermore, results established that the impact of service quality and information quality on learners’ satisfaction is enhanced in the presence of teacher whereas impact of system quality is decreased in teacher’s presence. Present study makes unique addition to the sparse literature on user’s satisfaction in e-learning environment on EdTech platforms by reintroducing the posits of the DeLone and McLean IS Success Model, 2003 and building it on the premise that teacher plays a crucial role in affecting learner’s satisfaction with system, service, and information quality.

This study investigates the impact and utilization of digital resources on students’ performance in distance learning. Specifically, it explores how digital resources influence academic outcomes among the students in distance learning environment of Allama Iqbal Open University (AIOU) South Punjab campuses. A quantitative research methodology was employed for this study, with data collected via a survey. The research utilized a modified version of the DeLone and McLean Information System (IS) Success Model as its theoretical framework. The purposive and convenience sampling techniques were applied for data collection targeting 350 students, who were asked to complete an electronic questionnaire. Following data cleaning procedures, 308 valid responses were retained for analysis. The data was then analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results revealed that the use of knowledge quality, digital resources system quality and service quality positively affects students’ performance in distance learning environment. Additionally, the personal intention, motivation, and self-efficacy that enhances students’ performance. With this, technological infrastructure within educational organizations, along with positive student success stories, contributes to improving the reputation of the institutions offering distance learning programs. This research provides recommendations for universities aiming to develop or enhance their distance learning platforms. The findings offer actionable insights on how to leverage digital system effectively to enhance students’ educational experiences and overall satisfaction. The study makes a significant contribution to the existing literature on digital resources, emphasizing the role of technology in online education. It also highlights how digital system, and services not only benefits student academic performance but also improves the methods of distance learning in educational institutions.

Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success

The study was conducted to validate the application of DeLone & McLean’s Information System (IS) success model (2003) in a local setup in Kenya and to evaluate the success of an enterprise resource planning (ERP) system from a user perspective. It was carried out at Coffee Research Foundation (CRF) in Kenya. A number of past studies to measure the success of information systems in different settings were reviewed leading to the choice and use of the updated DeLone & McLean IS success model in this study. The research involved the use of questionnaires as well as interviews and focus group discussion (FGD). A number of hypotheses were formulated and tested and the results indicated that the updated DeLone & McLean’s IS success model was valid as a useful model for this particular study. The study also indicated that the variables system quality, information quality, and service quality stood out as critical determinants of how information and communication technology systems can be used to improve organizational performance.

Recently the universities in Pakistan started replacing their old legacy systems with Enterprise Resource Planning (ERP) systems to improve their academic and administrative processes. Previously, ERP systems were used in business organizations to gain a competitive edge over competitors. The Higher Education Commission (HEC) has implemented ERP systems at eight different universities in Pakistan. The HEC has invested a significant amount of money to facilitate the integration, customization and implementation of these systems. Little research is reported to assess the impact of ERP systems in higher education institutions. Previous studies reported in the literature focus mainly on Critical Success Factors (CSFs) and risk factors in success and failure of ERP systems. To explore the research problem, various Information System (IS) success models were studied as part of the literature review. This study also presents a conceptual research model based on re-specification of the DeLone and McLean IS success model to empirically measure the impact of ERP in higher education in the Pakistani universities’ context. This research study empirically evaluated the post implementation impact of the ERP systems in higher education institutions, focusing on improvement in the academic and administrative processes. This study used a sequential explanatory mixed method design approach to meet the objectives and address the research questions. Quantitative data were collected from a survey involving 230 respondents (120 students and 110 faculty members) from two selected universities that had implemented ERP systems. The qualitative data was collected through 12 interviews (five faculty members, five heads of department and two VCs). The results of both the quantitative and qualitative findings highlight that the ERP implementation has a positive and significant impact on the improvement of academic processes such as student satisfaction, teaching quality, better communication and feedback mechanism and the higher management decision-making process in Pakistani university contexts. The research findings will help future researchers to build on the research, perhaps with different samples and methodologies and will be useful for higher education to formulate strategies for the implementation of ERP system in their respective public-sector universities. Keywords: Enterprise Resource Planning (ERP) Systems, Higher Education, mixed methods research, DeLone and McLean IS Success model

Information technology (IT) has significantly enhanced hotel operations and management, especially during the COVID-19 pandemic, which accelerated digitalisation and the adoption of contactless services. New technologies mitigate the pandemic's effects, maximising innovative processes, increasing brand awareness, and reducing risks. This transformation encourages technological advancement in the hotel industry, yielding positive impacts. This paper analyses the contributions of IT to enhancing hotel operations and management in China during the COVID-19 pandemic. It involves interviews with 20 Chinese hoteliers for practical insights and applies DeLone and McLean's information system (IS) success model. The study examines six dimensions: information quality, system quality, service quality, system use and usage intentions, user satisfaction, and net system benefits. The findings highlight IT's impact on hotel operations, sales and marketing, personalisation, online connectivity, social media engagement, customer relationship management, and strategic business planning. This ensures competitive edges in the Chinese hotel industry during the pandemic.

With the influx of the Internet, Business to Customer E-commerce (B2c e-Commerce) has gained popularity around the globe. Although a number of researches has been done to know the factors affecting the adoption of e-commerce, however, not much research has done to know the effects of e-commerce on online shopping success. DeLone and McLean introduced the Information System (IS) success model in year 1992, later on, refined the same model with the newer concept, to fully understand the effects of IS success. In this paper, authors have used the DeLone and McLean IS success model 2003 with addition two constructs Privacy and Trust. Seven interrelated dimensions of e-commerce were examined namely, Service Quality, System Quality, Trust, Privacy, User satisfaction and Net benefits. The proposed model and the relationship between the various constructs were measured by gathering the data from 381 users from the business faculty of Klang valley universities in Malaysia. Seven interconnected dimensions of B2C e-commerce success were confirmed namely, Service Quality, System Quality, Information Quality, Trust, Privacy along with User Satisfaction and Net Benefits. Confirmatory Factor Analysis CFA and SEM were used to analyse the collected data and proved the hypothesis. The results revealed that system quality, service quality, trust and privacy are directly related to user satisfaction which in turn directly related to net benefits, whereas information quality has no any influence on user satisfaction in terms of e-commerce.

The DeLone and McLean (D&M) Information Systems (IS) Success Model has served as a dominant framework for evaluating IS effectiveness for over three decades. This panel report synthesizes insights from a scholarly panel held at ICTO 2025 that convened the model’s co-creator and experts in AI, digital transformation, user behavior, governance, and sustainability to reimagine the model’s future evolution. We first recount the model’s foundations, then examine how contemporary societal, technological, political, and environmental forces challenge its traditional formulation. The panel discussion revealed both consensus and healthy tensions: panelists agreed the six core dimensions of success remain largely timeless, yet underscored the need to adapt how these dimensions are defined and measured, considering new realities. We highlight emerging themes such as the criticality of human-centric design to ensure information quality and trust in AI systems, the reconceptualization of “use” and “user satisfaction” as rich user experience constructs encompassing enjoyment and well-being, the incorporation of negative outcomes as part of success evaluation, and the broadening of “net benefits” to include societal and environmental impacts. We discuss how the panel’s insights extend recent literature, including new measures for social IS success and frameworks for multi-stakeholder value. We also outline directions for future research.