IS Success Model (DeLone & McLean)

Overview

The DeLone and McLean IS Success Model (1992, updated 2003) identifies six interdependent dimensions of IS success: System Quality, Information Quality, Service Quality, Intention to Use/Use, User Satisfaction, and Net Benefits. These dimensions form a causal chain with feedback loops — net benefits reinforce (or undermine) subsequent use and satisfaction.

When to Use

• Evaluating overall effectiveness of an information system
• Diagnosing user dissatisfaction or low system utilization
• Building a measurement framework for IS project post-implementation review
• Comparing alternative systems across multiple quality dimensions

When NOT to Use

• Pre-development requirements gathering (use requirements engineering methods)
• Technology acceptance prediction before deployment (use TAM/UTAUT)
• Measuring individual task performance only (use Task-Technology Fit)