A hierarchical structural model of information systems success

Abstract

The evaluation of successful systems assists in obtaining those properties, which should be emphasized, and others, which need to be corrected. Investigations regarding the structure of systems success will be of increasing importance in the future as organizations seek to maximize the benefits of new systems in an increasingly competitive world. The properties of successful systems have been the focus of investigations since the earliest systems implementations. Diverse approaches have been used to examine and measure success. In consolidating these past studies, Delone and McLean in 1992 proposed a generic structure. Subsequent research has provided progressive modifications. This paper extends the success structure of information systems (IS). A hierarchical structural model is introduced based on the premise that the behavior of successful systems is influenced by a universe of properties common to all successful systems, and by a unique set of properties specific to each class of systems. The efficacy of this model is then tested from data from 382 firms, comparing the decision-maker's evaluation of IS success as it relates to two classes of IS (internal vs. external systems). The analytical results provide evidence in support of the hierarchical nature of IS success. Common properties are observed, as well as properties that relate to the specific system under investigation (EDI). The primary emphasis in success evaluations should be placed on generic as well as specialized features of the systems. Factors specifically determined for external systems are identified. The implications for further investigation are discussed.