The role of user experience and co-creation in measuring the success of digital services in higher education

Abstract

ABSTRACT Despite the growth in the number of digital services in higher education, a comprehensive success model is still lacking. DeLone and McLean‘s information system success model, one of the most widespread ones, does not specifically encompass concepts that recently gained much attention: user experience (UX) and co-creation. The goal of the study was to develop and validate a broader model fit for measuring the success of digital services in higher education. Based on the feedback from over 550 end-users, the analysis confirms the importance of UX and co-creation as success factors of digital services in higher education. In that, higher-order construct analysis provided a means to examine the digital service quality construct comprehensively and bring forth the much-needed multi-dimensional perspective on the topic. More specifically, the influence of co-creation on the higher level of perceived benefits of digital services adds to the body of knowledge that promotes the evolution of service-dominant logic.