Linking IS success and IT business value: an organizational perspective

Research on Information Systems (IS) success and IT Business Value (ITBV) has advanced considerably, yet limited attention has been paid to how system success outcomes are associated with firm-level performance. Using organizational-level data aggregated from 3,330 respondents across 450 enterprises in Vietnam, this study employs partial least squares structural equation modeling (PLS-SEM) to examine the relationships among human capital, IS success constructs, and firm performance. The results indicate that system quality significantly enhances both user satisfaction and continued system use, while IT service quality significantly improves user satisfaction. User satisfaction and continued system use, in turn, contribute to firm performance. The study advances IS success theory by linking aggregated IS success outcomes with firm-level IT business value and provides empirical evidence from an emerging digital economy. Practical implications for managers include strengthening post-implementation support, enhancing system quality, improving IT service quality, and aligning enterprise systems with business needs.