IS Success Model and Perceived IT Value

IS Success Model by DeLone and McLean (1992, 2003) has been used to explain how information systems create value for organizations. However, IS Success Model does not fully address how users perceive value of an information system. It assumes that the information quality, system quality, and service quality automatically generate user satisfaction. Users will not be satisfied with information systems of high quality when they perceive that the benefits of using a system do not match or exceed the cost (i.e., efforts and time-investment) of learning or using the system. Numerous high-profile IT investment failures due to employee dissatisfaction and customer dissatisfaction illustrate the need for understanding the perceived value of IT. Therefore, a new construct called Perceived IT Value (PITV) needs to be introduced in IS Success Model to address why some high quality information systems fail to satisfy users. In this paper, I propose a research model that expands IS Success Model to reflect PITV.