Model 2: The moderator may ask schools to courier files to their school or a central venue
3.5. Information system success
The Delone and McLean (D&M) IS Success Model (see Figure 3-6) is an extensively used, empirically validated model that identifies and quantifies elements of IS success (Delone &
McLean, 1992; Petter et al., 2013). The model was constructed around communication theory and adapted to IS (Petter & McLean, 2009). Six interdependent elements of IS success, namely, system quality, information quality, use, user satisfaction, individual impact, and organizational impact are defined (Petter et al., 2013).
Figure 3-6: Original D&M Model (DeLone & McLean, 2003)
MODEL
Ease of use Effectiveness Efficiency Learnability Satisfaction Context of use and flexibility Alignment between human, task, and technology
TAM/UTAUT x x x x x
TOE x x x
TTF x x
HOT-Fit
72
“Systems quality measures technical success; information quality measures semantic success;
and use, user satisfaction, individual impacts, and organizational impacts measure effectiveness success” (DeLone & McLean, 2003, p. 10). A revised model, the Model of User Satisfaction (see Table 3-2), includes variances in user perceptions of user satisfaction and usefulness. Additionally, System Importance and Usefulness were added to the D&M Success Model and Organizational Impact and Individual Impact were removed (Seddon & Kiew, 1996). Reviewing criticisms of their work, DeLone and McLean (2003) revised their model to produce an updated D&M model to improve its accuracy and relevance (DeLone & McLean, 2003). System Importance and Usefulness were added to the D&M Success Model and Individual impact and organizational impact were incorporated into net benefits (Petter &
McLean, 2009). New constructs (System Importance and Usefulness) were added (see Table 3-2).
Table 3-2: IS success models
MODEL CORE PRINCIPLES CONSTRUCTS REFERENCE
DeLone and McLean (D&M) IS Success Model.
Multidimensional model to understand
and measure IS success. Individual Impact Information Quality Organizational Impact System Quality Use
User Satisfaction.
Petter et al. (2008, 2013).
Model of User
Satisfaction. Based on the D&M IS Model, Usefulness replaced Use, and System Importance was included to justify discrepancies in users’ experiences of Usefulness and User Satisfaction.
Information Quality System Importance System Quality Satisfaction Usefulness.
Seddon and Kiew (1996).
Updated D&M
model. Net benefits replaced individual and organizational impact, allowing the model to pertain to the most relevant level of analysis (Petter et al., 2008).
Information Quality Net benefits
Service Quality System Quality System Use User Satisfaction.
Yusof et al. (2008);
Petter et al. (2013)
Researchers have extended and adapted the model to fit various contexts. For instance, Nyagowa, Ocholla, and Mutula (2011) evaluated the success of an eSchool system; Lwoga (2014) investigated the critical success factors for the adoption of a web-based learning management system; Ramirez-Correa, Javier Rondan-Cataluña, Arenas-Gaitán, and Alfaro- Perez (2016) applied the D&M Success Model in the context of a learning management system,
73
and Mukred and Yusof (2018) considered the adoption of an electronic records management system in HEIs.
The D&M Model highlights the importance of considering the relationship between the use of an IS and user satisfaction. Although use procedurally precedes user satisfaction, the positive experience arising from such use initiates greater user satisfaction. Thus, increased “user satisfaction” leads to increased “intention to use” and “use” of the system (DeLone & McLean, 2003, p. 23).
A criticism of the D&M model is that it does not consider factors that may affect peoples' evaluations of success (Seddon & Kiew, 1996). It is unlikely that the user of a system will regard the system as useful (irrespective of how easy it is to use or how well-designed the system is) if the function performed by the system is unimportant to the user (Seddon & Kiew, 1996; Venkatesh & Davis, 2000). Conversely, a user may view a poorly designed system as useful, even if is not easy to use, if the functionality supported is deemed to be important (Seddon and Kiew; 1996). It is important to consider the user's perceived importance of the system's functionality and their level of satisfaction with the system's performance to accurately evaluate the success of an IS. The interaction between technology and human is crucial in determining the success of an Information System.
Figure 3-7: Updated D&M Model (Petter et al., 2013)
The applicability of D&M Success criteria to eModeration is mapped to the identified eModeration requirements in Table 3-3. There is a correlation between IS Success criteria and user-identified requirements for an eModeration system.
74
Table 3-3: Mapping of IS Success constructs to eModeration Requirements Construct System
quality Information
quality Service
quality Use User satisfaction Net benefit Definition
(DeLone &
McLean, 2003; Petter &
McLean, 2009
The desired features of the system.
Qualities of the output offered by the IS.
Support of users by the IS department of the organization.
Anticipated future utilization of an IS.
Measures user approval of an IS and its output.
The effect the IS has on an individual or organization.
Mapping to identified eModeration requirements
(Rajamany, 2020)
Ease of Use Availability Reliability Response Time
Compatibility Flexibility Complexity
Accuracy Timeliness Completeness Output quality Security Legibility Data currency
Technical Support
Job effects The usefulness of system features and functions
Satisfaction with specific functions Ease of Learning Ease of Use Confidence Task Performance Output Quality
Productivity Job Effects Efficiency
The identified requirements of an eModeration system correlate to the IS Success constructs.
Additionally, from the mapping of the eModeration requirements to the Use construct, use correlates to the usefulness of the system. The D&M model is relevant in evaluating an eModeration system as it considers the interdependence of factors that contribute to the success of an IS.