The DeLone and McLean Information Systems Success Model: What is the Future Evolution for Its Foundations, Components, and Applications?

Guillaume Biot Paquerot, Peter Saba, William Delone, Noor Ul-Ain, Antoine Harfouche, Imed Ben Nasr and Sabrine Mallek
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Guillaume Biot Paquerot: BSB - Burgundy School of Business (BSB) - ESC Dijon-Bourgogne, CEREN - Centre de Recherche sur les Entreprises - BSB - Burgundy School of Business (BSB) - ESC Dijon-Bourgogne

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Abstract: The DeLone and McLean (D&M) Information Systems (IS) Success Model has served as a dominant framework for evaluating IS effectiveness for over three decades. This panel report synthesizes insights from a scholarly panel held at ICTO 2025 that convened the model's co-creator and experts in AI, digital transformation, user behavior, governance, and sustainability to reimagine the model's future evolution. We first recount the model's foundations, then examine how contemporary societal, technological, political, and environmental forces challenge its traditional formulation. The panel discussion revealed both consensus and healthy tensions: panelists agreed the six core dimensions of success remain largely timeless, yet underscored the need to adapt how these dimensions are defined and measured considering new realities. We highlight emerging themes such as the criticality of human-centric design to ensure information quality and trust in AI systems, the reconceptualization of "use" and "user satisfaction" as rich user experience constructs encompassing enjoyment and well-being, the incorporation of negative outcomes as part of success evaluation, and the broadening of "net benefits" to include societal and environmental impacts. We discuss how the panel's insights extend recent literature, including new measures for social IS success and frameworks for multi-stakeholder value. We also outline directions for future research.

Keywords: Artificial Intelligence; User Experience; Sociotechnical Change; Sustainability; Net Benefits; Human-Centric AI.; Panel Report; Delone &; amp; Mclean IS Success Model; Information Systems Success (search for similar items in EconPapers)
Date: 2025-09-07
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Published in Communications of the Association for Information Systems, 2025, 57, pp.878-898. ⟨10.17705/1CAIS.05738⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05797852

DOI: 10.17705/1CAIS.05738

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