Business intelligence systems’ success: A comprehensive approach

Business intelligence (BI) systems have been questioned as regards the benefits and returns obtained after implementation. These questions arise because the product of BI is intelligence (i.e., some kind of processed information) and the value of information is difficult to assess. This research aims to address the issue of evaluation of BI systems using the information systems success model (ISSM) proposed by DeLone and McLean, going beyond the traditional interrelated dimensions of BI capabilities, quality of information, user satisfaction, and usage level. Decision approach is included as a variable since a key objective of BI systems is to process data from different sources to produce information that serves as a basis for the decision-making process. The research problem was addressed by a web-based survey methodology, and of the 483 responses, 246 were usable. The structural equation modeling (SEM) was used to analyze the data with the software SMART-PLS. The results empirically proved all the causal relationships proposed between success dimensions of BI systems, except for the moderation effect of the variable of decision-making approach on the relationship between satisfaction and usage level. The results show that BI success can be defined in terms of BI capability, the quality of information, user satisfaction, decision-making approach, and usage level. The main practical implication of this research is that promoting analytical decision-making reduces subjectivity and increases success in BI systems implementations.

商业智能（Business Intelligence，BI）系统在实施后所能获取的收益与回报方面，一直备受质疑。这类质疑的根源在于，BI系统的产出是智能信息（即经过加工处理的各类信息），而信息的价值本身难以量化评估。本研究旨在借助德龙与麦克林提出的信息系统成功模型（Information Systems Success Model，ISSM），解决BI系统的评估难题，该研究突破了传统的BI能力、信息质量、用户满意度与使用水平这几个相互关联的维度。由于BI系统的核心目标之一是整合多源数据以生成可供决策参考的信息，因此本研究将决策方法作为一项变量纳入研究框架。本研究采用基于网页的调查方法开展实证研究，共回收483份问卷，其中有效问卷246份。研究使用SMART-PLS软件，通过结构方程模型（Structural Equation Modeling，SEM）对调研数据进行分析。研究结果实证验证了BI系统成功维度间的全部因果关系，仅决策方法变量对满意度与使用水平之间关系的调节效应未得到支持。研究结果表明，BI系统的成功可通过BI能力、信息质量、用户满意度、决策方法与使用水平这五个维度进行界定。本研究的主要实践启示在于：推广分析型决策模式，能够降低决策主观性，提升BI系统实施的整体成功率。