Pacific Asia Journal of the Association for Information Systems


The DeLone and McLean (D&M) model (2003) has been broadly used and generally recognised as a useful model for gauging the success of IS implementations. However, it is not without limitations. In this study, we evaluate a model that extends the D&M model and attempts to address some of its limitations by providing a more complete measurement model of systems success. To that end, we augment the D&M (2003) model and include three variables: business value, institutional trust, and future readiness. We propose that the addition of these variables allows systems success to be assessed at both the systems level and the business level. Consequently, we develop a measurement model rather than a structural or predictive model of systems success.

As this augmented model is intended to be used in the field, assessing the validity and appropriateness of the augmented measurement model is necessary. Accordingly, we empirically test the augmented model in the context of e-logistics tracking systems. The empirical testing reveals that four distinct dimensions or characteristics are required for a successful e-logistics tracking system implementation. Those four distinct dimensions are divided into systems level (i.e., quality and continued usage support) and business level (i.e., business value and sustainability of competitive position). While this study confirms the importance of system quality as the main dimension, managers should also ensure continued usage support, business value, and sustainability of competitive position are considered when assessing the success of their tracking systems. Consequently, adopting a one-size-fit-all approach to systems is not ideal. By including these three factors, the needs of all levels of management are more fully assessed helping to improve tactical and strategic decision making relative to current and planned tracking systems.

Available at: https://aisel.aisnet.org/pajais/vol6/iss4/3/