Ten years ago, we presented the DeLone and McLean Information Systems (IS) Success Model as a framework and model for measuring the complex-dependent variable in IS research. In this paper, we discuss many of the important IS success research contributions of the last decade, focusing especially on research efforts that apply, validate, challenge, and propose enhancements to our original model. Based on our evaluation of those contributions, we propose minor refinements to the model and propose an updated DeLone and McLean IS Success Model. We discuss the utility of the updated model for measuring e-commerce system success. Finally, we make a series of recommendations regarding current and future measurement of IS success.

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

A separate and distinct interaction with both the actual e-vendor and with its IT Web site interface is at the heart of online shopping Previous research has established, accordingly, that online purchase intentions are the product of both consumer assessments of the IT itself-specifically its perceived usefulness and ease-of-use (TAM)-and trust in the e-vendor But these perspectives have been examined independently by IS researchers Integrating these two perspectives and examining the factors that build online trust in an environment that lacks the typical human interaction that often leads to trust in other circumstances advances our understanding of these constructs and their linkages to behavior

Our research on experienced repeat online shoppers shows that consumer trust is as important to online commerce as the widely accepted TAM use-antecedents, perceived usefulness and perceived ease of use Together these variable sets explain a considerable proportion of variance in intended behavior The study also provides evidence that online trust is built through (1) a belief that the vendor has nothing to gain by cheating, (2) a belief that there are safety mechanisms built into the Web site, and (3) by having a typical interface, (4) one that is, moreover, easy to use

Trust and TAM in online shopping: an integrated model

This paper examines cognitive beliefs and affect influencing one's intention to continue using (continuance) information systems (IS). Expectation-confirmation theory is adapted from the consumer behavior literature and integrated with theoretical and empirical findings from prior IS usage research to theorize a model of IS continuance. Five research hypotheses derived from this model are empirically validated using a field survey of online banking users. The results suggest that users' continuance intention is determined by their satisfaction with IS use and perceived usefulness of continued IS use. User satisfaction, in turn, is influenced by their confirmation of expectation from prior IS use and perceived usefulness. Post-acceptance perceived usefulness is influenced by users' confirmation level. This study draws attention to the substantive differences between acceptance and continuance behaviors, theorizes and validates one of the earliest theoretical models of IS continuance, integrates confirmation and user satisfaction constructs within our current understanding of IS use, conceptualizes and creates an initial scale for measuring IS continuance, and offers an initial explanation for the acceptance-discontinuance anomaly.

https://www.jstor.org/stable/pdfplus/3250921.pdf

Understanding information systems continuance: an expectation-confirmation model

The ability to detect and accurately estimate the strength of interaction effects are critical issues that are fundamental to social science research in general and IS research in particular. Within the IS discipline, a significant percentage of research has been devoted to examining the conditions and contexts under which relationships may vary, often under the general umbrella of contingency theory (cf. McKeen et al. 1994, Weill and Olson 1989). In our survey of such studies, the majority failed to either detect or provide an estimate of the effect size. In cases where effect sizes are estimated, the numbers are generally small. These results have led some researchers to question both the usefulness of contingency theory and the need to detect interaction effects (e.g., Weill and Olson 1989). This paper addresses this issue by providing a new latent variable modeling approach that can give more accurate estimates of interaction effects by accounting for the measurement error that attenuates the estimated relationships. The capacity of this approach at recovering true effects in comparison to summated regression is demonstrated in a Monte Carlo study that creates a simulated data set in which the underlying true effects are known. Analysis of a second, empirical data set is included to demonstrate the technique's use within IS theory. In this second analysis, substantial direct and interaction effects of enjoyment on electronic-mail adoption are shown to exist.

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A Partial Least Squares Latent Variable Modeling Approach for Measuring Interaction Effects: Results from a Monte Carlo Simulation Study and an Electronic-Mail Emotion/Adoption Study

The resource-based view of the firm attributes superior financial performance to organizational resources and capabilities. This paper develops the concept of IT as an organizational capability and empirically examines the association between IT capability and firm performance. Firm specific IT resources are classified as IT infrastructure, human IT resources, and IT-enabled intangibles. A matched-sample comparison group methodology and publicly available ratings are used to assess IT capability and firm performance. Results indicate that firms with high IT capability tend to outperform a control sample of firms on a variety of profit and cost-based performance measures.

A resource-based perspective on information technology capability and firm performance: an empirical investigation

A review of prior, relevant literature is an essential feature of any academic project. An effective review creates a firm foundation for advancing knowledge. It facilitates theory development, closes areas where a plethora of research exists, and uncovers areas where research is needed.

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Analyzing the past to prepare for the future: writing a literature review

The IS function now includes a significant service component. However, commonly used measures of IS effectiveness focus on the products, rather than the services, of the IS function. Thus, there is the danger that IS researchers will mismeasure IS effectiveness if they do not include in their assessment package a measure of IS service quality. SERVQUAL, an instrument developed by marketing researchers, is offered as a possible measure of IS service quality. SERVQUAL measures service dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The suitability of SERVQUAL was assessed in three different types of organizations in three countries. After examination of content validity, reliability, convergent validity, nomological validity, and discriminant validity, the study concludes that SERVQUAL is an appropriate instrument for researchers seeking a measure of IS service quality.

Service quality: a measure of information systems effectiveness

While many corporations and Information Systems units recognize that environmental sustainability is an urgent problem to address, the IS academic community has been slow to acknowledge the problem and take action We propose ways for the IS community to engage in the development of environmentally sustainable business practices Specifically, as IS researchers, educators, journal editors, and association leaders, we need to demonstrate how the transformative power of IS can be leveraged to create an ecologically sustainable society In this Issues and Opinions piece, we advocate a research agenda to establish a new subfield of energy informatics, which applies information systems thinking and skills to increase energy efficiency We also articulate how IS scholars can incorporate environmental sustainability as an underlying foundation in their teaching, and how IS leaders can embrace environmental sustainability in their core principles and foster changes that reduce the environmental impact of our community

Information systems and environmentally sustainable development: energy informatics and new directions for the is community

Despite the critical need to know how consumers' perceptions of Web sites influence their behavior, and especially their intention to revisit or purchase, there is no extant general measure for evaluating Web sites and no consensus on what such an instrument should measure. The authors used the Theory of Reasoned Action and the Technology Acceptance Model to develop the WebQual instrument for consumer evaluation of Web sites. They refined it through a literature review and interviews with Web designers and users, and tested it using four samples of Web consumers. WebQual includes 12 dimensions (informational fit-to-task, tailored information, trust, response time, ease of understanding, intuitive operations, visual appeal, innovativeness, emotional appeal, consistent image, on-line completeness, relative advantage) and shows strong measurement validity. It is a highly validated instrument that can provide both wide- and fine-grained measurements of organizational Web sites.

WebQual: An Instrument for Consumer Evaluation of Web Sites

A cumulative body of experimental research is emerging that examines the ability of computer technology to support the processes and outcomes of small group meetings. For the most part the group decision support system effort has been concerned with demonstrating the usefulness of the technology in planning and decision-making situations where the quality of the meeting's outcomes can be objectively assessed. In many decision situations, however, there is no objective measure of decision quality available. Rather, the group must reconcile differences in opinion, personal preference, or judgments and achieve consensus about a particular mode of action. As a contribution to the accumulating research on GDSS, the current study examine the eff4ects of a GDSS in resolving conflicts of personal preference. In a task requiring resolution of competing personal preferences, 82 groups - the largest sample size in the GDSS literature to date - were randomly assigned to one of three experiment conditions: (1) a computer-based support system (GDSS); (2) a manual, paper and pencil, support system; or (3) no support whatsoever. Groups were either of size 3 or 4 persons. Use of the GDSS was expected to facilitate democratic participation in group discussion move group members toward agreement with one another, and result in a high level of satisfaction with the group decision process. While several of the intended effects of the technology were observe, the groups experienced some unintended consequences as a result of using the GDSS. In general, the GDSS technology appeared to offer some advantages over no support, but little advantage over the pencil and paper method of supporting group discussion.

Richard T. Watson

Papers

Analyzing the past to prepare for the future: writing a literature review

Service quality: a measure of information systems effectiveness

Information systems and environmentally sustainable development: energy informatics and new directions for the is community

WebQual: An Instrument for Consumer Evaluation of Web Sites

Using a GDSS to facilitate group consensus: some intended and unintended consequences