Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model

William H. DeLone and Ephraim R. McLean
International Journal of Electronic Commerce,
Volume 9, Number 1, Fall 2004, pp. 31.

Abstract: Information technology and the Internet have had a dramatic effect 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. The DeLone & McLean Information Systems Success Model can be adapted to the measurement challenges of the new e-commerce world. The six dimensions of the updated model are a parsimonious framework for organizing the e-commerce success metrics identified in the literature. Two case examples demonstrate how the model can be used to guide the identification and specification of e-commerce success metrics.

Key Words and Phrases: e-commerce, evaluation of information systems, information systems success, use of information systems, user satisfaction, value of information technology.