Understanding information systems success: a hybrid view

ABSTRACT

The information systems (IS) success model, introduced in 1992, provided IS research with a comprehensive set of dependent variables for project success. While the model addresses both process and variance considerations, the latter has dominated the research. Concurrently, the benefits of hybrid theories have been discussed in the literature, and there have been calls for an integrated view of IS success that includes the process perspective. We build on this momentum by presenting a hybrid model based on a longitudinal case study of the development and implementation of a patient-flow decision-support system at a large not-for-profit hospital. Our model remains true to the DeLone and McLean framing but elaborates on the process elements. The hybrid model expands our ability to analyse multiple dimensions of IS success and integrates diverse research findings into the IS success model, providing a revised version for future research to extend.

KEYWORDS:

• Information systems success
• process theorising
• success determinants
• multilevel
• hybrid
• theoretical perspective

Disclosure statement

No potential conflict of interest was reported by the authors.

Notes

¹ The D&M IS success model also includes service quality. Our model does not include SQ since none of the interviewees or focus group participants related any information pertaining to it. The survey results (Table 2) show relative low variation in SQ perceptions indicating it was not an important feature of this project. If service quality were added to the model, we believe it would be a variable linking the create process to use (link 2)

Additional information

Funding

This research was funded in part by the Mitacs-Accelerate Graduate Research Internship Program [IT03757].