Skip to main content
. 2021 Apr 18;25:100389. doi: 10.1016/j.invent.2021.100389

Table 1.

The six dimensions of the DeLone and McLean (D&M) model of information systems (IS) success and examples of measures for IS success.

Dimensions of the D&M IS success model Examples of measures for IS success
  • 1.

    System quality

 Ease of learning, ease of use (usability), intuitiveness, system flexibility, availability, system reliability and desirable characteristics.
  • 2.

    Information quality

 Ease of understanding, relevance, completeness, accuracy, conciseness, personalization and security.
  • 3.

    Service quality

 Support delivered by the service provider. This could entail IT support but also other types of user support and empathy from personnel staff.
  • 4.

    Intention to use and use

 Attitude towards using and re-using the system. Appropriateness of use, frequency of use, time of use, usage patterns, dependencies, and purpose of use.
  • 5.

    Satisfaction

 Overall opinions about the system.
  • 6.

    Net benefits

 Impacts on individual users, groups, organisations, industries, and nations.