Abstract
The purpose of this study is to enhance the DeLone and McLean information system success by adding a SERVQUAL instrument to evaluate the service quality dimension. An integrated model for evaluating the information system has been proposed. One of the most popular multi criteria decision making techniques, namely AHP was used to determine the weights of each criterion and sub-criterion of the model in order to identify the most influential criterion on information system’s evaluation. System quality dimension has a strong influence on information system success (0.39) followed by information quality (0.22). The proposed model could be used to enhance information system performance evaluation.
Highlights
Many definitions are given to define the information system (IS)
The main purpose of this study is to present an IS success model guided by the updated DeLone & McLean [2, 5] and SERVQUAL [9] models
The criteria of our hierarchical model are the different dimensions of the model and the sub-criteria are the measures of each dimension chosen from previous studies (Table V)
Summary
Many definitions are given to define the information system (IS). In [1], author considers IS as an organized set of resources: hardware, software, personnel, data, procedures etc. to acquire, process, store information (in the form of data, texts, images, sounds, etc.) within and between organizations. To acquire, process, store information (in the form of data, texts, images, sounds, etc.) within and between organizations. There are many frameworks and models to evaluate IS success. We seek to propose a new model to evaluate information system success based on the model presented in [2] and the SERVQUAL instrument presented in [3]. An integrated model was generated and its criteria and sub-criteria were chosen from previous studies. Analytical hierarch process (AHP) method [4] was applied to select the most influent criteria and sub-criteria on information system success. The results show that participants believe that the system quality dimension has the highest impact on IS success (56.70% strongly agreed and 27.40% agreed)
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