Information System Success Evaluation and User Satisfaction
Summary
Evaluation of information system success and user satisfaction centres on frameworks that encompass multiple quality dimensions and their impact on system use, user perceptions and organisational benefits. The DeLone and McLean model remains the dominant paradigm, identifying system quality, information quality and service quality as antecedents of use and user satisfaction, which in turn drive net benefits. Recent scholarship has extended this model to incorporate constructs such as trust, organisational culture, self-efficacy and task complexity. Empirical studies employ structural equation modelling and importance-performance analyses to reveal how quality dimensions interact with contextual factors across domains including finance, healthcare and public services. Practical applications emphasise user-centred design, targeted training, security safeguards and performance benchmarking to optimise both routine and advanced system use and to enhance decision-making, efficiency and user engagement on a global scale.
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Information System Success Evaluation and User Satisfaction publication trend
The graph below shows the total number of articles in information system success evaluation and user satisfaction across all publications each year (not limited to Nature Index journals).
Technical terms
DeLone and McLean Information Systems Success Model (D&M model): A framework identifying system quality, information quality, service quality, use, user satisfaction and net benefits as core dimensions of information system success.
System quality: The performance attributes of an information system, including reliability, usability and response time.
Information quality: The accuracy, relevance and timeliness of information produced by a system.
Service quality: The support and assistance provided to users, encompassing training, technical support and customisation.
User satisfaction: The degree to which users’ expectations are met by system performance and outcomes.
Net benefits: The positive organisational or individual outcomes resulting from system use, such as improved decision-making or productivity.
References
- Determinants and consequences of routine and advanced use of business intelligence (BI) systems by management accountants. Information & Management (2024).
- Factors Influencing Clinicians’ Use of Hospital Information Systems for Infection Prevention and Control: Cross-Sectional Study Based on the Extended DeLone and McLean Model. Journal of Medical Internet Research (2023).
- The role of awareness in appraising the success of E-government systems. Cogent Business & Management (2023).
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