Measuring the success of business-intelligence systems in South Africa: An empirical investigation applying the DeLone and McLean Model

Abstract

Background: Business intelligence systems (BIS) hold promise for improving organisational decision-making in South Africa. Yet, the use of BIS has been associated with a number of challenges. Objectives: The aim of the study was to identify post implementation factors that contribute to the success of BIS in South African organisations. Method: This study draws on the DeLone and McLean Model of Information Systems success and recent literature on business-intelligence (BI) to develop and test a BIS success model. A quantitative study was conducted in the form of a survey of 102 BI users to validate the BIS success model. Results: Five interrelated factors of BIS success were confirmed. The study found that the quality of information has a strong influence on system use and user satisfaction. It was found that system quality is positively associated with user satisfaction. The results also indicated that service quality is negatively related to user satisfaction. The study also found that user satisfaction is positively associated with nett benefits of a BI system. Conclusion: The study provides insights for both managers and practitioners on the factors to focus on when implementing BIS thereby minimising the adoption risks associated with BI failures.