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社會媒體管理課程 - Paper Reading

The DeLone and McLean Model of Information Systems Success: A Ten-Year Update. 社會媒體管理課程 - Paper Reading. WILLIAM H. DELONE AND EPHRAIM R. MCLEAN Journal of Management Information Systems, Vol. 19, No. 4. (1 April 2003), pp. 9-30. 指導教授：戴敏育 老師 報告者：淡江資管碩一 蕭詩寰 . 杜 駿 學號： 700630113 . 497630342

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社會媒體管理課程 - Paper Reading

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  1. The DeLone and McLean Model of Information Systems Success: A Ten-Year Update 社會媒體管理課程-PaperReading WILLIAM H. DELONE AND EPHRAIM R. MCLEAN Journal of Management Information Systems, Vol. 19, No. 4. (1 April 2003), pp. 9-30. 指導教授：戴敏育 老師 報告者：淡江資管碩一 蕭詩寰 . 杜 駿 學號：700630113 . 497630342 日期：2011/11/18

  2. Outline D&MISSuccess Model(1992) Model Validation Issues Model Extension Analysis and Recommendations The Updated D&M IS Success Model E-Commerce Success Summary and Conclusions

  3. D&MISModel(1992) 傳達理論 (communication theory) 資訊影響理論 (influence) 目的：企業導入資訊系統(Information System, IS)後，若要得知其系統效益為何，須衡量資訊系統是否能達成所設定的目標(投資,採購,組織效益) “資訊系統成功”由六大構面(六大維度)組成

  4. D&MISModel(1992) cont. Based on both process 流程 and causal 因果considerations, these six dimensions of success are proposed to be interrelatedrather than independent

  5. D&MISModel(1992) cont. • Why Update? • 十年來(1993~2002)資訊系統的角色已經進步並改變(ex:EC) • 當初沒有實證研究，十年來有超過100篇的相關實證研究進行(驗證、批判、擴充)

  6. Model Validation(1/3) • System use <–> Individual impact • System use • frequency of use使用頻率 • time of use使用時間 • number of accesses存取次數 • usage pattern使用類型 • dependency附屬物 • Individual impact • job performance工作表現 • decision-makingperformance決策過程表現 Page 6

  7. 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 7

  8. Model Validation(3/3) • Information quality <–> individual impacts • Information quality • accuracy正確性 • timeliness效率 • completeness完整性 • relevance關連性 • consistency一致性 • Individual impacts • decision-making performance決策表現 • job effectiveness工作效率 • quality of work.工作品質 例外：系統使用與組織收益沒有顯著相關(Dutch managers,1998 ) Page 8

  9. Issues 反駁 • Process Versus Causal Models • 將「過程」和「因果關係」混為一起，易導致意義上的混淆(Sedden,1997) • System Use as a Success Measure • 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(Sedden,1997) • Role of Context(情境) • 系統型態不同就會有不同的測量方式

  10. Delone and Mclean IS Success Model(2003)

  11. Model Extension-Service Quality • Pitt et al. observed that “it is a danger that IS researchers will mismeasure IS effctiveness if they do not include a measure of IS service quality” • Researchers applied and tested the 22-item SERVQUAL measurement instrument from marketing to an IS context. • SERVQUAL instrument items include: • “IS has up-to-date hardware and software” (tangible) • “IS is dependable”(reliability) • “IS employees give prompt service to users”(responsiveness) • “IS employees have the knowledge to do their job well”(assurance) • “IS has users’ best interests at heart”(empathy) • For measuring the overall success of the IS department, as opposed to individual systems, “service quality” may become the most important variable.

  12. Model Extension-Net Benefits Researchers have suggested additional IS impact measures, consumer impacts, work group impacts…etc. The choice of where the impacts should be measured will depend on the system or system being evaluated and their purposes. Rather than complicate the model with more success measures, group all the “impact” measures into a single impact or benefit category called “net benefits”.

  13. Analysis and Recommendations • it appears more parsimonious to combine “individual” and “organizational impacts” into a single variable, “net benefits” • Three issues that must be taken into account: • What qualifies as a “benefit”? • For whom? • At what level of analysis?

  14. Net Benefits-What qualifies as a “benefit”? • In the original formulation of the D&M Model, the term “impact” was used. • Seddon(1997) used “consequences” and “net benefits” in characterization of the outcomes. • They prefer the term “net benefits” : • The term “impact” may be positive or negative, leading to a possible confusion as to whether the results are good or bad • “net” in “net benefits” is important because no outcome is wholly positive, without any negative consequences.

  15. Net Benefits-For whom? It is impossible to define these “net benefits” without first defining the context or frame of reference. (EX: the user, the designer? ) The fact that the D&M Model does not define this context is a matter of detail, not of oversight.

  16. Net Benefits-At what level of analysis? Are the benefits to be measured from the individual’s perspective? his or her employer? industry? nation? Collapsing “individual” and “organizational impacts” into a single variable, “net benefits” does not make the problem go away. It merely transfers the need to specify the focus of analysis to the researcher.

  17. The Update D&M IS Success Model

  18. The Update D&M IS Success Model

  19. The Update D&M IS Success Model

  20. E-Commerce Success Internet is having a dramatic impact on business operations. Companies are making large investments in e-commerce applications but are hard-pressed to evaluate the success of their e-commerce systems. This section demonstrates how the updated D&M IS Success Model can be adapted to the measurement challenges of the new e-commerce world.

  21. E-Commerce Success-Cont. • 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

  22. E-Commerce Success-Cont. • 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 • Users are now our customers and poor user support will translate into lost customers and lost sale. • Usage（measure everything from a visit to a web site） • To navigation within the website • To information retrieval • To execution of a transaction

  23. E-Commerce Success-Cont. • 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. • “Net Benefits” measures must be determined by context and objectives for each e-commerce investment.

  24. Summary and Conclusion 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。 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「淨利益」應該做進一步的研究和實證。

  25. Q & A The DeLone and McLean Model of Information Systems Success: A Ten-Year Update WILLIAM H. DELONE AND EPHRAIM R. MCLEAN Journal of Management Information Systems, Vol. 19, No. 4. (1 April 2003), pp. 9-30. 報告者：蕭詩寰 . 杜 駿 25

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