2004/10/01 by William DeLone, Ephraim R. McLean · 2 citations
Decision Sciences · Business, Management and Accounting · #Technology Adoption and User Behaviour #Customer Service Quality and Loyalty #Digital Platforms and Economics
paper · doi:10.1080/10864415.2004.11044317
openalex publication_date 2004/10/01 · openalex created_date 2025/10/10 · openalex updated_date 2026/08/04
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.