UNIT 3:

INFORMATION SYSTEMS QUALITY

Information Systems Success
 LEARNING OUTCOME

Students evaluate the quality of information

systems in an organization, including its
effects on all stakeholders inside and outside
the organization.
Topics

Information Systems Success

IS Quality Process Model
DeLone and McLean Model
Information Systems Success
“Success” is achieving the goals that have
been established for an undertaking.
 “Achieving information systems quality
remains an important issue in practice.”

“Critical information system quality are the

quality attributes that an information system
must have in order for the system to be a
success.”
IS Quality Lifecycle
Model
What is a life cycle?

Source: https://blog.v-comply.com/what-is-product-life-cycle/
Source: https://www.conqueringdreams.org/the-mt-everest-ascent-plan/
IS Quality Process Model

IS Quality

IS
IS IS
Use &
Planning Development
Evaluation

Business Quality
Technical Quality
Use Quality
IS Quality Process Model
Define broader view of Define more specific view Evaluate the product and
quality of quality service quality

Meeting or
exceeding Conformance to Fit for use
stakeholder’s requirements
expectations

· All stakeholder’s · Less stakeholder’s ·End user evaluation of

involvement involvement expected IS quality
·Especially top management ·Designer and user active ·End user active
active involvement involvement involvement
· Evaluation of expectations

Emerging new qualities

Feedback loop for continuous improvement

IS PLANNING IS DEVELOPMENT IS USE & EVALUATION

IS Planning

“Information system planning includes all

activities that are directed toward
identifying opportunities for using
information technology to support the
organization’s strategic business plans
and to maintain and efficient and effective
information system function.”
IS Development

“Information system development is the use

of tools, methods and procedures to control
the process of software development.”

IS Planning IS Development
IS Use and Evaluation

“Information system use and evaluation

starts when the system is adopted (the use-
situation) and is when the final evaluation of
the system will be conducted.”
The Quality of IS/IT

predetermines predetermines predetermines predetermines

Quality of
Quality of
Quality of Business
Quality of IT Products Quality of
Business Products
IT Process and Information
Processes and
Services
Services

depends on depends on depends on depends on

Svata, V. (2016). The Quality of IS/IT: How It Can Be

Assessed? Journal of Systems Integration, (1), 3–14.
https://doi.org/10.20470/jsi.v6i2.228
The Hammer Analogy

The need Number of Possible tools

nails

Build a simple table 25 · Small hammer

· A rock
· Some other object
Build the entire furniture for a 450 · Hammer
living room

Build a wooden house 5000 · Automatic hammer

Business objectives IS Requirements IS Solution

DeLone and McLean
I/S Success Model
 MIS success is a multidimensional and
interdependent construct and it should be
measured as such.

Source: DeLoan and McLean (1992)

 Six Categories

Shannon
Technical Semantic Effectiveness or Influence
& Weaver
Level Level Level
(1949)

Mason Production Product Receipt Influence on Influenceon

(1978) Receipt System

Categories System Information Use User Individual Organizational

of IS Quality Quality Satisfaction Impact Impact
Success

Source: DeLoan and McLean (1992)

System Quality
Measures of the Information Processing
System Itself.
Easy of use
Easy of learning
Functionality
Reliability
Flexibility
Portability
Response time
Efficiency Source: DeLoan and McLean (1992)
Information Quality
Measures of Information System Output.
Accuracy
Precision
Currency
Timeliness
Reliability
Completeness
Conciseness
Format
Relevance Source: DeLoan and McLean (1992)
Information Use
Recipient Consumption of the Output of an
Information System.
Amount of use
Frequency of use
Time of use
Number of accesses
Usage pattern
Dependency
Motivation to use
Source: DeLoan and McLean (1992)
User Satisfaction
Recipient Response to the Use of the Output
of an Information System
Overall satisfaction
Information satisfaction
Difference information needed vs received
User complaints
User satisfaction with interface

Source: DeLoan and McLean (1992)

Individual Impact
The Effect of information on the Behavior of
the Recipient.
Job performance
Job effectiveness
Decision-making performance
Quality of work environment
Time take to complete a task
User confidence
Time to decision
Source: DeLoan and McLean (1992)
Organizational Impact
The Effect of Information on Organizational
Performance.
Profit performance
Economic performance
Marketing achievements
Productivity in production
Innovations
Cost reductions
Profit contributions
Source: DeLoan and McLean (1992)
Original Model, 1992

System
Quality System Use

Organizational
Individual
Impact

Impact
Information User
Quality Satisfaction

Source: DeLoan and McLean (1992)

Updated Model, 2003

Information
Quality
Intention
Use
to Use
System Net Benefits
Impacts
Quality
User
Satisfaction
Service
Quality
Source: DeLoan and McLean (2003)
Service Quality
Role of service provider.

SERVQUAL:
Tangible: “IS has up-to-date hardware and software"
Reliability: "IS is dependable"
Responsiveness: "IS employees give prompt service to
users"
Assurance: "IS employees have the knowledge to do their
job well"
Empathy: "IS has users' best interests at heart”

Source: DeLoan and McLean (2003)

Net Impacts
Benefits for whom—the designer, the
sponsor, the user, or others?
Are the benefits to be measure from the individual’s
perspective, his or her employer, or that of the
industry or of the nation?
Individual
Group
Firm
Industry
Nation
Source: DeLoan and McLean (2003)
Net Impacts

For example:
Improved decision-making
Improved productivity
Increase sales
Costs reductions
Improve profits
Market efficiency
Consumer welfare
Creation of jobs
Economic development
Source: DeLoan and McLean (2003)
Organizational Context

The nature of these causal associations should be

hypothesized within the context of a particular
study.
 E-Commerce Success Metrics
Nature of use
Completeness
Navigation patterns
Easy of understanding
Number of sites visits
Personalization
Number of transactions
Relevance Information
Security
Quality Intention to
Use
Use
Net
Benefits
Adaptability
System Cost savings
Availability
Reliability
Quality Expanded markets
Response Time
User Satisfaction Additional sales
Reduced search costs
Usability
Time savings
Repeat purchases
Repeat visits
Assurance
Service User Surveys
Empathy Quality
Responsiveness Source: DeLoan and McLean (2003)
 Mobile Technology & Big Data
• # Connections per day
• Average time of connection
• Accessibility per day
• Confidentiality Information • # Metrics of Glucose per week
• Readability
Quality
• Currentness
• Precision Intention to
Use • Medicine
Use
cost
• Usability reduction
• Interoperability • Treatment
• Portability
System Net Impacts
success
• Security Quality
rate
• Reliability • Customer
satisfaction
User Satisfaction
• SERVQUAL
• # Incidents
Service
• Average • # Complains
handle time Quality
• Comments on social
networks
• User satisfaction surveys
• Mobile app rates Source: DeLoan and McLean (2003)
Activity 20’
Draw the updated DeLone and McLean I/S
success model for the IS in your projects and
think of possible indicators in each category.
 Conclusions on
Information Systems
Success
Go to www.menti.com
Any questions?