Measuring the value realized from information systems (IS) and understanding the factors which influence success are critical to organizations. DeLone and McLean’s IS success model is one of the most well-known theories in IS literature; however, the model has been primarily examined from a variance perspective and this offers an opportunity to explore ways to improve its explanatory capability. This study presents an agent-based simulation model of the IS success model based on complex adaptive systems theory. Principles from the unified theory of acceptance and use of technology, social learning theory, and expectation disconfirmation theory are incorporated in the model to capture individual behavior and interactions, feedback loops and emergent effects. The model is under development in the context of a hospital surge management system with the goal of extending the IS success model and to improve understanding of IS success in a complex digital ecosystem. The next steps are to calibrate the model and to conduct multiple case studies.
Jewer, Jennifer and Evermann, Joerg, "A Systems Model of IS Success Using Agent-Based Simulation" (2019). DIGIT 2019 Proceedings. 8.