When accessing the performance of an IS, Palmius (2007) cites three types of approach are the most common: economical benefit, usability measurement and measurement of user/customer satisfaction. Economical benefits are linked frequently in return on investments (ROI) and cost-benefit analysis (CBA). Usability measurements regularly refer to interface quality while user/consumer satisfaction indicates quality of service studies. All of these can be indicator of performance in some specific level, but isolated they cannot measure the success of an IS.
Much of the assessment methods are described by the following categories: observation of a system and the interactions of users within it, ...view middle of the document...
• Use – oriented to whom is the user of the system. Suggests on how understandable, useful, easy to use the system is.
• User satisfaction – user satisfaction with the system.
• Individual impact – how each member of the organization is affected. Interferes with decision analysis, task completion time, productivity, etc; and
• Organizational impact – overall impact in an organizational level. Generally relate to three main topics: profit, productivity and cost/benefit analysis.
This model is based on the multiple relations between each variable and how they impact the individual and the organization. It should be looked as whole, not just on each component separately. As it was organized, Organizational impact was the most important aspect, since that is where the real success or not lays down. A great system with great user satisfaction, for example, is great, but without real and perceivable results, it cannot be considered a success.
However, there were critics of the model, like Seddon (1997), by Palmius (2007), who argues that the model contains both procedures and variance variables which could make results confusing to describe, evaluate, and comprehend. Pitt et al. (1995), by Palmius (2007) reasoned for the relationships between user and IT department, indicating some type of service component should be added to the model. Myers et al. (1997), by Palmius (2007) explored to other possible impacts that IS and IT may have other than the individuals and in the organization, like the industry or society.
Even though Seddon and Kiev (1994) and Rai et al. (2002), both by Palmius (2007), made studies validating the model, Delone and Mclean reviewed and evaluated their own model. After almost a decade the original model was published, the model was updated and added “service quality” while also allocating “intention of use” alongside with “use” and mixing “individual impact” and “organizational impact” to form “net benefits”.
As for the new dimensions of the revised model:
• Service quality – the quality of the support that system users have from the IS department and IT support personnel. Circumstances like responsiveness, reliability, technical competence, and empathy of the personnel staff are related to service quality;
• Intent to use - an approach, instead of simply use, a behaviour; and
• Net benefits – the degree to which IS are contributing to the success of individuals, groups, industries, society and nations.
The revised model obviously improved from the original version and it is probably the most complete model available to measure IS success. However, the lack of link between system quality, information quality and service quality with net benefits is one big flaw of the model. The model...