Is System Quality Irrelevant to System Use? - A Literature Review of the Relationship Between System Quality and System Use

Organizations invest in information technology with the expectation that it will contribute to organizational performance. Information systems researchers have spent much effort in creating models and examining the factors influential to information system success, one measure of success being system use. While the DeLone and McLean (2003) model shows the causal relationship between system quality and system use, several empirical studies surprisingly found this relationship to not be significant. That system quality may not be significantly related to system use or intention to use seems to be counterintuitive and confusing, and provides the motivation for this paper. In this study, we report on a literature review of research on the relationship between system quality and system use, in an effort to unravel this confusion.

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