Preface for the Third Edition - Read

8. Economics 403
measurement is selected and discussed (section 8.3.2). Finally, some critics and
extensions to this model are reviewed (section 8.3.3). The DeLone/McLean model
will be used as the basis for the model to measure success of KMS which will be
presented in section 8.4
8.3.1 A multi-faceted construct
Success of an information system (IS) cannot be measured directly, but has to be
assessed using a number of measures which are relevant for success. Since the 70s,
many authors have developed approaches to assess the success of an IS. They suggested
a host of variables, indicators and measures. Examples are:
user (information) satisfaction 621 or system acceptance 622 ,
user engagement 623 , user participation 624 or user involvement 625 ,
(perceived) information quality626 or system quality627 ,
perceived service quality: user satisfaction with the information services function
(SERVQUAL) 628 ,
usage of IS 629 , usage to support specific tasks 630 ,
task-technology fit631 ,
success of specialized IS: impact on individual, group or organizational performance,
such as decision support systems 632 , group (decision) support systems
and group communication support systems 633 , office systems 634 , creativity support
systems 635 , computer-mediated communication 636 or end-user computing
637 .
The measures as suggested in the literature cover all three levels of measurement—subjective
assessment, semi-quantitative assessment as well as quantitative
621. Zmud 1979, Bailey/Pearson 1983, Baroudi/Orlikowski 1988, Doll/Torkzadeh 1988.
622. Ives/Olson 1984.
623. Hwang/Thorn 1999.
624. Kim/Lee 1986.
625. Zmud 1979, Ives/Olson 1984.
626. Bailey/Pearson 1983, Ives et al. 1983, King/Epstein 1983, Miller/Doyle 1987, Blili et
al. 1998.
627. Ives/Olson 1984.
628. Kettinger/Lee 1994, Pitt et al. 1995, Nelson/Cooprider 1996. Many authors refer to an
instrument called SERVQUAL originally developed to measure consumer’s perceptions
of service quality, see Parasuraman et al. 1988, see also Kettinger/Lee 1994, 745
for an overview of studies using the SERVQUAL instrument.
629. Zmud 1979, Hiltz/Turoff 1981, Srinivasan 1985, Kim/Lee 1986, Straub et al. 1995,
Gelderman 1998.
630. Doll/Torkzadeh 1998.
631. Goodhue/Thompson 1995.
632. Sanders/Courtney 1985.
633. DeSanctis/Gallupe 1987, Kraemer/Pinsonneault 1990, Dennis 1996, Chun/Park 1998.
634. Millman/Hartwick 1987.
635. Massetti 1996.
636. Kettinger/Grover 1997, Kock 1998.
637. Blili et al. 1998; an early generalized review of MIS success can also be found in Zmud
1979.