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資訊系統評估

資訊系統評估. DeLone & McLean Information System Success Model. 報告人：蔡妍芳 097153101 劉慈心 097153116 指導教授：卜小蝶博士 報告日期： 2008.12.13. The Delone and McLean Model of Information Systems Success ： A ten-year Update . William H DeLone & Ephraim R. McLean.

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資訊系統評估

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  1. 資訊系統評估 DeLone & McLean Information System Success Model 報告人：蔡妍芳 097153101 劉慈心 097153116 指導教授：卜小蝶博士 報告日期：2008.12.13

  2. The Delone and McLean Model of Information Systems Success：A ten-year Update. William H DeLone & Ephraim R. McLean Journal of management information system，v 19：4，2003 Page 2

  3. 大綱 • 作者介紹 • 摘要 • The DeLone & McLean IS success model (1992) • The updated model （2003） • E-commerce • 案例說明 • Q&A Page 3

  4. 作者介紹 • 現職：Associate Professor of information systems and chair of the information technology department at the Kogod of Business at American University in Washington D.C. • 學歷：Ph D. In Computers and information systems from the UCLA. • 主要領域： • the assessment of information systems effectiveness and value • The implementation and use of information technology in small and medium-sized business • The global management of information technology William H. Delone Page 4

  5. 作者介紹-2 Ephraim R. McLean • 現職：Regent`s professor and George E. Smith Eminent Scholar`s Chair in information system in the Robinson College of Business at Georgia State Univ. • 學歷：Ph D. From the Sloan School of the management at the MIT. • 主要領域： • Management of the information services • The value of IS investments • Career issues for IS professionals. Page 5

  6. 摘要 Ten years ago, we presented the DeLone and McLean Information Systems (IS) success Model as a framework and model for measuring the complex-dependent variable in IS research. In this paper, we discuss many of the important IS success research contributions of the last decade, focusing especially on search efforts that apply, validate, challenge and propose enhancements to our original model. Based on our evaluation of those contributions, we propose minor refinements to the model and propose an updated DeLone and McLean IS Success Model. We discuss the utility of the updated model for measuring e-commerce system success. Finally, we make a series of recommendations regarding current and future measurement of IS success. Page 6

  7. 故事緣起 • 話說1992年…. Information Systems Success：The Quest for the Dependent variable William H DeLone & Ephraim R. McLean Page 7

  8. 技術層級：因系統效率及正確性而產生資訊，以系統品質來衡量技術的成功。技術層級：因系統效率及正確性而產生資訊，以系統品質來衡量技術的成功。 語意層級：為資訊系統成功的延伸，以資訊品質來衡量醒目的成功。 效益層級：為資訊系統對接收者的影響，以使用、使用者滿意、個別及組織影響來衡量效益的成功。 D&M IS success model (1992) 理論依據 Shannon & Weaver(1949) 的傳達理論 (communication theory) Marson (1978) 資訊影響理論 (influence) • 將「效益」提升至影響層級。 • 定義效益為「發生於資訊系統末端連串的事件，可用來確認及衡量影響層級結果之不同方法」。 • 內容包括接收資訊、評估資訊、資訊設備、接受行為之改變及資訊系統表現之變化。 Page 8

  9. Page 9

  10. D&M IS success model (1992) 架構圖 Page 10 進入結論

  11. System Quality • Measures of the information processing system itself • 資訊系統的可靠性 • 彈性 • 易用性 Page 11

  12. Information Quality • Measures of information system output • 資訊系統的正確性 • 效率 • 可靠性 • 完整性 • 相關性 • 精確性 • 新穎性 Page 12

  13. Information Use • Recipient consumption of the output of an information system 資訊使用為接收者對資訊輸出的使用情形 Page 13

  14. User Satisfaction • Recipient response to the use of the output of an information system 使用者滿意為接收者對輸出資訊使用的反應 Page 14

  15. Individual Impact • The effect of information on the behavior of the recipient 資訊系統對使用者行為產生的影響 Page 15

  16. Organization Impact • The effect of information on organizational performance 資訊系統對組織績效產生的影響 回到架構圖 Page 16

  17. 結論 • The primary conclusions of the original paper were： • 要特別注意個別面向變數的定義和衡量方式 • 評量面向的選擇需考量其對象及內容 • 應避免不同的衡量方式以作為比較或評估的依據。 • 成功模式的衡量指標應做進一步的研究 • 此模組應進行進一步實證研究。 Page 17

  18. D&M IS Success Model對資訊系統成功的重大貢獻： • 對於使用於文獻中許多資訊系統成功的測量提供了分類的機制 • 對於各個衡量指標間的相互關係，提出一個時間及因果的模式 • 開始確認出在評量的過程中攸關的利害關係。 • 首次將資訊系統成功的測量引進了某種順序的概念(Seddon et al., 1999; McGill et al., 2003)。 Page 18

  19. Model Validation(1/3) • System use – Individual impact • System use • 使用次數 • 使用時間 • 檢索數量 • 使用類型 • 附屬物 • Individual impact • 工作表現 • 決策過程表現 Page 19

  20. Model Validation(2/3) • System quality – Individual impacts • System quality • Ease-to-use 操作容易 • Functionality 功能性 • Reliability 正確性 • Flexibility 彈性 • Data quality 資料品質 • Integration 整合性 • Importance 重要性 • Portability 可攜性 • Individual impacts • Quality of work environment 工作環境品質 • Job performance 工作表現 Page 20

  21. Model Validation(3/3) • Information quality – individual impacts • Information quality • 正確性 • 效率 • 完整性 • 關連性 • 一致性 • Individual impacts • 決策表現 • 工作效率 • 工作品質 Page 21

  22. 過程 The creation of a system The use of the system The consequence of the system use 成功因素 production use Net-benefits 評論(1/2) • Sedden（1997） • 將「過程」和「因果關係」混為一起，易導致意義上的混淆 • 修正 分為資訊系統成功模式與資訊系統使用的部分行為模式等兩個模式，也就是將使用資訊系統所感受到的淨利益，與對未來使用此資訊系統所期望的效益分開。 Page 22

  23. 評論(2/2) • System use 本身不應做為系統衡量的變數；use 是一種行為，尤其在非自願使用的情形下，「使用」並不能代表資訊系統的成功，此變數比較適合用於資訊系統使用的部分行為模式。 • 回應 Use在電子商務時代特別重視使用者自發性使用並期望結果，因此維持原有的項目，但強調「informed and effective use」 Page 23

  24. The updated of D&M IS success model • 於2003年提出 • 目的在更有效快速地衡量目前快速演變的資訊系統及符合電子商務時代來臨 Page 24

  25. 架構圖 Page 25

  26. The updated model 特色 • 三個Quality 變數 • Information quality • System quality • Service quality • 將 Use 區分為 Intention use& Use • Intention use is an attitude • Use is a behavior • 以 Net benefits 作為最終的結果 • 形成一個循環的過程 Page 26

  27. E-commerce success(1/3) • System quality（measure the desired characteristics） • Usability 可使用性 • Availability 可取用性 • Reliability 信賴性 • Adaptability 適用性 • Response time 反應時間 • Information quality（captures the e-commerce content issue） • Personaized 個人化 • Complete 完整性 • Relevant 關聯性 • Easy to understand 易用 • Security 有安全感 Page 27

  28. E-commerce success(2/3) • Service quality • Overall support delivered by the service provider，applies regardless of whether this support is delivered by the IS department，a new organizational unit or outsourced ISP. • Usage（measure everything from a visit to a web site） • To navigation within the website • To information retrieval • To execution of a transaction Page 28

  29. E-commerce success(3/3) • User satisfaction（measure the customers` opinion） • Cover the entire customer experience cycle • Net benefits • The most important success measures as they capture the balance of positive and negative impacts of the e-commerce on our customers, suppliers , employees, organizations, markets, industries, economics and even our societies, Page 29

  30. E-commerce success metrics(1/3) • System quality • 適應性 • 可得性 • 可信賴性 • 反應時間 • 可用性 • Information quality • 完整性 • 易了解 • 個人化 • 關聯性 • 安全性 Page 30

  31. E-commerce success metrics(2/3) • Service quality • 保證性 • 體貼性 • 反應時間 • Use • 使用情況 • 導覽樣本 • 到訪次數 • 交易次數 Page 31

  32. E-commerce success metrics(3/3) • User satisfaction • 客戶回流率 • 到訪回流率 • 調查訪問 • Net benefits • 節省成本 • 擴展市場 • 產品加值、增加銷售收入 • 降低搜尋成本 • 節省時間 Page 32

  33. 個案 :Barnes & Noble • Barnes & Noble為線上銷售書籍之網站 原為美國百年歷史的大型連鎖書店， 1997 年成立網站書店 barnesandnoble.com • 提供了下列服務： ．消費者可透過網路下單訂購圖書 ．提供更多種類的書籍 ．低價促銷 ．使用客製化的電子服務 • 面對Amazon.com網站書店(1994成立)的競爭 • 根據一份調查：50%的網路使用者知道Amazon, 37%的人知道 B&N • Amazon 可以賣很多書但賺較少 • B&N 持續在獲利 • 使用更新的 D&M 資訊系統框架來測量追蹤販賣結果 Page 33

  34. Barnes & Noble 成功措施 以DeLone & McLean六個面向來說明： • 資訊品質→ 符合消費者興趣，並且是完整的 • 系統品質→ 網站必須是易於使用和可利用的 • 服務品質→ 快速的電子郵件回應，是一個線上服務品質的問題 亦有 Call center 作更一步服務 • 使用量→ 網站參訪的頻率 • 使用滿意度→ 衡量客戶的使用經驗，由重複購買測量滿意度 • 淨效益→ 增加銷售收入、投資者的反應 Page 34

  35. Barnes & Noble.com IS Success Model Information Quality ･Relevance ･Completeness Use ･No. of Site Visits Net Benefits ･Incremental Sales ･Market Valuation System Quality ･Usability ･Availability User Satisfaction ･Repeat Purchases Service Quality ･Responsiveness Page 35 Barnes & Noble.com IS Success Model www.themegallery.com

  36. Conclusions • 此模組應該持續進行測試和驗證。 • 此模組可有效地用於電子商務系統中 • 服務品質是很重要的面向，特別是在電子商務時代，客戶服務影響甚大。 • 各種衡量變數之間的關係應該經做更深入的實證。 • 衡量變數的選擇應以評估對象及內容為基本考量。 • 應避免使用不同的衡量方式來評估，以作為比較和驗證的依據。 • 衡量資訊系統設計的成功與否必須同時考量系統使用的性質、程度、品質與適切性。 • 對於「淨效益」應該做進一步的研究和實證。 Page 36

  37. 未來發展 • 該文獻在google scholar 中被引用580次 • 在WOS 有236次 • 引用文獻多作為 Information System 評估指標 • 討論各種變數的影響 Page 37

  38. 實證研究 • Almutairi, H., and Subramanian, G.H. 2005. "An Empirical Application of the DeLone and McLean Model in the Kuwaiti Private Sector," Journal of Computer Information Systems (45:3), Spring, pp 113-122. • Chae, H.-C.M. 2007. "Is Success Model and Perceived It Value," in: Proceedings of the 13th Americas Conference on Information Systems (AMCIS 07). Keystone, CO, USA. • DeLone, W.H., and McLean, E.R. 2004. "Measuring E-Commerce Success: Applying the DeLone & McLean Information Systems Success Model," International Journal of Electronic Commerce (9:1), Fall, pp 31-47. • Hu, P.J.-H. 2003. "Evaluating Telemedicine Systems Success: A Revised Model," in: Proceedings of the 36th Hawaii International Conference on System Sciences (HICSS 03). Big Island, Hawaii. • Hwang, M., and McLean, E.R. 1996. "The Use of Meta-Analysis in Validating the DeLone and McLean Information Systems Success Model," in: Proceedings of the 29th Hawaii International Conference on System Sciences (HICSS 96). Big Island, Hawaii. • Iivari, J. 2005. "An Empirical Test of the DeLone-McLean Model of Information System Success," The DATA BASE for Advances in Information Systems (26:2), pp 8-27. • Jennex, M., Olfman, L., Panthawi, P., and Park, Y.-T. 1998. "An Organizational Memory Information Systems Success Model: An Extension of DeLone and McLean's I/S Success Model " in: Proceedings of the 31st Hawaii International Conference on System Sciences (HICSS 98). Big Island, Hawaii. • Jennex, M., and Olfman, L. 2003. "A Knowledge Management Success Model: An Extension of DeLone and McLean’s Is Success Model," in: Proceedings of the 9th Americas Conference on Information Systems (AMCIS 03). Tampa, Florida. • Kulkarni, U.R., Ravindran, S., and Freeze, R. 2006. "A Knowledge Management Success Model: Theoretical Development and Empirical Validation," Journal of Management Information Systems (23:3), 12, pp 309-347. • Mao, E., and Ambrose, P. 2004. "A Theoretical and Empirical Validation of Is Success Models in a Temporal and Quasi Volitional Technology Usage Context," in: Proceedings of the 10th Americas Conference on Information Systems (AMCIS 04). New York City, New York. • McGill, T., Hobbs, V., and Klobas, J. 2003. "User-Developed Applications and Information Systems Success: A Test of DeLone and McLean's Model," Information Resources Management Journal (16:1), p 24. • Molla, A., and Licker, P.S. 2001. "E-Commerce Systems Success: An Attempt to Extend and Respecify the DeLone and MacLean Model of Is Success," Journal of Electronic Commerce Research (2:4), pp 131-141. • Pare, G., Aubry, D., Lepanto, L., and Sicotte, C. 2005. "Evaluating Pacs Success: A Multidimensional Model," in: Proceedings of the 38th Hawaii International Conference on System Sciences (HICSS 05). Big Island, Hawaii. • Qian, Z., and Bock, G.-W. 2005. "An Empirical Study on Measuring the Success of Knowledge Repository Systems," in: Proceedings of the 38th Hawaii International Conference on System Sciences (HICSS 05). Big Island, Hawaii. • Rai, A., Lang, S.S., and Welker, R.B. 2002. "Assessing the Validity of Is Success Models: An Empirical Test and Theoretical Analysis," Information Systems Research (13:1), pp 50-69. • Roldán, J.L., and Leal, A. 2003. "A Validation Test of an Adaptation of the DeLone and McLean’s Model in the Spanish EIS Field," in: Critical Reflections on Information Systems: A Systemic Approach, J.J. Cano (ed.). Hershey, PA, USA: Idea Group Publishing, pp. 66-84. • Rosemann, M., and Vessey, I. 2005. "Linking Theory and Practice: Performing a Reality Check on a Model of Is Success," in: Proceedings of the 13th European Conference on Information Systems (ECIS 05). Regensburg, Germany. • Seddon, P.B. 1997. "A Respecification and Extension of the DeLone and McLean Model of Is Success," Information Systems Research (8:3), pp 240-253. • Seddon, P.B., and Kiew, M.-Y. 1994. "A Partial Test and Development of the DeLone and McLean Model of Is Success," in: Proceedings of the 15th International Conference on Information Systems (ICIS 94). Vancouver, Canada: pp. 99-110. • Seddon, P.B., Staples, S., Patnayakuni, R., and Bowtell, M. 1999. "Dimensions of Information Systems Success," Communication of the AIS (2), pp 1-60. • Sedera, D. 2006. "An Empirical Investigation of the Salient Characteristics of Is-Success Models," in: Proceedings of the 12th Americas Conference on Information Systems (AMCIS 06). Acapulco, Mexico. • Seen, M., Rouse, A.C., and Beaumont, N. 2007. "Explaining and Predicting Information Systems Acceptance and Success: An Integrative Model," in: Proceedings of the 15th European Conference on Information Systems (ECIS 07). St Gallen, Switzerland. • Skok, W., Kophamel, A., and Richardson, I. 2001. "Diagnosing Information Systems Success: Importance-Performance Maps in the Health Club Industry," Information & Management (38:7), pp 409-419. • Thomas, P. 2006. "Information Systems Success and Technology Acceptance within Government Organization," in: Proceedings of the 12th Americas Conference on Information Systems (AMCIS 06). Acapulco, Mexico. • Urbach, N., Smolnik, S., and Riempp, G. 2008. "A Methodological Examination of Empirical Research on Information Systems Success: 2003 to 2007," in: Proceedings of the 14th Americas Conference on Information Systems (AMCIS 2008). Toronto, Ontario, Canada. • Wu, J.-H., and Wang, Y.-M. 2006. "Measuring Kms Success: A Respecification of the DeLone and McLean's Model," Information & Management (43:6), pp 728-739. Page 38

  39. 參考文獻 • DeLone, W. & McLean, E. R. Information system success: the quest for the dependent variable. Information system research, 3,1(1992) ,60-95. • DeLone, William H. & Mclean, Ephraim R.(2004). Measuring e-commerce success: applying the DeLone and McLean Information System Success Model. InternationalJournal of Electronic Commerce, 9(1), 31-47. • 周佳慧 (2006). 以DeLone & McLean 模式探討入口網站成功之影響因素. 資訊管理展望, 8(1), 109-132 • 蔡宗宏 、許芳銘 、池文海 （2006）。以D&M資訊系統成功模型為基礎發展知識管理系統成功模型之研究 ，資管評論 ，14，81-112。 • Delone and McLean IS success model-From Theories Used in IS Research，http://www.fsc.yorku.ca/york/istheory/wiki/index.php/Delone_and_McLean_IS_success_model • Iivari, Juhani（2005）. An Empirical Test of the DeLone-McLean Model of Information System Success. Database for Advances in Information Systems， Page 39

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