Measuring Information Systems Success Models, Dimensions Measures and Interrelationships

European Journal of Information Systems (2008) 17, 236–263

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Measuring information systems success: models, dimensions, measures, and interrelationships

Stacie Petter1, William DeLone2 and Ephraim McLean3

1 Department of Information Systems and Quantitative Analysis, University of Nebraska at Omaha, 6001 Dodge Street, PKI 173B, Omaha, NE 68182, U.S.A.; 2Department of Information Technology, American University, 4400 Massachusetts Ave. NW, Washington DC 20016, U.S.A.; 3Department of Computer Information Systems, Robinson College of Business, Georgia State University, Atlanta, GA 30303, U.S.A.

Correspondence: Ephraim McLean, Department of Computer Information Systems, Robinson College of Business, Georgia State University, Atlanta, GA 30303, USA. Tel: 1 404 413 7448; E-mail: emclean@gsu.edu

Abstract Since DeLone and McLean (D&M) developed their model of IS success, there has been much research on the topic of success as well as extensions and tests of their model. Using the technique of a qualitative literature review, this research reviews 180 papers found in the academic literature for the period 1992–2007 dealing with some aspect of IS success. Using the six dimensions of the D&M model – system quality, information quality, service quality, use, user satisfaction, and net benefits – 90 empirical studies were examined and the results summarized. Measures for the six success constructs are described and 15 pairwise associations between the success constructs are analyzed. This work builds on the prior research related to IS success by summarizing the measures applied to the evaluation of IS success and by examining the relationships that comprise the D&M IS success model in both individual and organizational contexts. European Journal of Information Systems (2008) 17, 236–263. doi:10.1057/ejis.2008.15

Keywords: information systems success; organizational and...