McLean Information Systems Success Model Research Articles

Trust and Satisfaction in Digital Banking in the Philippines - Integrating Delone and Mclean Information System Success Model

Trust and satisfaction are difficult to develop with mobile payments. Several papers have revealed and explained the benefits of using online payments. Despite this, mobile payment procedures in the Philippines remain low. This is the problem that this study wishes to address. The study validated and evaluated the Delone and Mclean model and the relationship between the dimensions that make up the success of IS implementation. Processes were completed by conducting a survey, collecting and analysing data, testing the validity of hypotheses, and providing interpretation thereof. The study proves that customers’ demographic variables, such as education, have a significant impact on trust. Also, education and No. of Years with the Bank is the only variable that has a significant impact on satisfaction. When the effect of the Delone and Mclean Model on trust and satisfaction is examined, it is observed that all three quality dimensions significantly impact trust and user satisfaction. This finding highlights the importance of continuous monitoring and enhancing the quality associated with these factors. This shows that the characteristics of a system from a technical perspective are especially of significant importance for enhancing the trust and satisfaction users feel towards mobile banking. When considering the effects of the three quality dimensions on trust and satisfaction, it is important to foster system, information, and service quality. In this vein, banks need to continuously monitor and initiate improvements in the associated aspect of quality. The Philippines is an Archipelago, which makes it difficult to build structures in other parts of the country. The government and the private sectors should kindly consider how to progress the digital infrastructure soon. Any substantial efforts to improve the prices or deliver improved rates of online contributions would have a great effect on affordability and, hence, access.

Investigating the influence of the updated DeLone and McLean information system (IS) success model on the effectiveness of learning management system (LMS) implementation

Investigating the influence of the updated DeLone and McLean information system (IS) success model on the effectiveness of learning management system (LMS) implementation

Effectiveness of SunPlus as an Accounting Information System in SDAC East Indonesia Union Conference Using DeLone & Mclean Information System Success Model

Faith-based organizations play a pivotal role in society, necessitating robust information management systems for efficient functioning. This study examines the effectiveness of SunPlus, an accounting information system, within the context of the Seventh-day Adventist Church (SDAC), utilizing the Delone & McLean information system success model. The SDAC is a global faith-based organization overseeing numerous institutions. Data for this study was gathered through a questionnaire distributed among all SunPlus users within the SDAC East Indonesian Union Conference, which yielded responses from 80 participants. The findings highlight the significant impact of information and system quality on user usage and satisfaction, which in turn affect the overall net benefit to the organization. However, the study also reveals that service quality variables do not significantly influence usage and user satisfaction. Consequently, while SunPlus serves as an essential accounting information system, it may require additional enhancements to achieve optimal effectiveness in meeting the organization's needs. The study underscores the importance of continuous evaluation and improvement of information systems in faith-based organizations to ensure they adequately support their complex administrative and operational functions. These findings are crucial for the SDAC and similar organizations striving to enhance their information management systems for better performance and user satisfaction.

Analisis Adopsi Continuous Auditing pada Fungsi Audit Intern di Lembaga Negara XYZ

This research is motivated by the challenges faced by the Internal Audit Function (IAF) at XYZ Government Institution in the midst of the rapid development of technology and financial transactions that have been fully digitized using the Enterprise Resource Planning / Human Resources Information System. In order to utilize financial transaction data and technology, IAF carries out digital transformation by adopting continuous auditing and developing the Pemantauan Off Site Risiko Operasional (PERISAI) application as a continuous auditing implementation tool. The purpose of this study is to analyze the suitability of the steps taken by the IAF at XYZ Government Institution in adopting continuous auditing based on the Global Technology Audit Guide (GTAG) 3: Coordinating Continuous Auditing and Monitoring to Provide Continuous Assurance (2nd edition), analyzing the success of the PERISAI application based on the user's perspective using the DeLone and McLean Information System Success Model. This research uses a case study research strategy with an exploratory study method. The data collection methods used were semi-structured interviews consisting of open and closed ended questions, documentation, and observation. The results of this study indicate that the steps taken by FAI to implement continuous auditing are not fully in accordance with the key steps for implementing continuous auditing in GTAG 3 (2nd edition), while the PERISAI application is considered successful by FAI internal auditors even though there are still some things that must be improved from the aspects of people, process, and technology used.

Service quality, satisfaction, and intention to use Pourasava Digital Center in Bangladesh: The moderating effect of citizen participation.

This study describes how, as part of the administrative reform of Bangladesh, most of the urban local governments have set up some public service center like Pourasava Digital Center (PDC), where ICT (Information and Communication Technology) has been commonly applied to make e-services more convenient, efficient and transparent. The current study measures the Service Quality Satisfaction and Continuous Use Intention to use Pourasava Digital Center (PDC) in Bangladesh by adopting citizen participation as a moderator. Theoretically, this study has used the DeLone & McLean Information Systems (D&M IS) Success Model and Zhang's two-dimensional satisfaction model. However, most of the existing studies in Bangladesh are qualitative, and the relationship between service quality and citizen satisfaction has not been tested. A survey was conducted based on a structured questionnaire method and data collected from 332 respondents from 05 PDC and applying structural equation modelling in AMOS software while analyzing the data. The empirical results showed that the data fit the model. The finding of this study is that information quality affects specific satisfaction but not accumulative satisfaction, and specific satisfaction might not lead to accumulative satisfaction. One of the worthy findings of this study is that citizen satisfaction is highly dependent on system quality and service quality rather than information quality. The continuous use intention of the citizen is not based on specific satisfaction but significantly depends on accumulative satisfaction. To ensure the improvement of PDC's service quality, all dimensions related to the quality of service should be modified, and the administrative system and citizens should be encouraged to participate in all aspects of services.

DeLone and McLean Model Analysis of Success Factors of SIDEMANG Application in Palembang City

Indonesia is ranked 77th in the world in electronic-based government systems, especially the City of Plembang is ranked 89th regarding the evaluation of smart city improvement in Indonesia. One of the latest applications used in the past year is the SIDEMANG application, which is an information system that has the use and purpose of facilitating access to administrative services related to personal and agency licensing files online at the village and sub-district levels in Palembang city, but this is also not free from obstacles, especially internet signals. Therefore, an analysis is needed related to the implementation of Information Systems, to assess the success of applications that have been implemented, especially government digital services. DeLone and McLean Information System Success Model is used, to see the significant factors that cause the success of Information System implementation. The data analysis method used in this research is quantitative because the data collected is in the form of numbers and will be analyzed using the SmartPLS application statistical technique, using a sample size of 97 respondents. The results showed that the information quality factor was not significant to the intention or use of the application, the system quality factor was not significant to the intention or use of the application, the system quality factor was not significant to user satisfaction, the service quality factor was not significant to user satisfaction. Recommendations for the Palembang City Communication and Information Office are related to the evaluation and improvement of the SIDEMANG application using the DeLone and McLean Model analysis. In particular, improvements to the quality of information that can influence citizens to use the application, improvements to the quality of the system that can invite and satisfy users in using the application, and improvements to service quality factors on citizen satisfaction.

The role of mGovernment applications in building trust during public crises: Evidence from the COVID-19 epidemic

Throughout the COVID-19 pandemic, China effectively contained the virus, resulting in increased public trust in the government. Mobile government (mGovernment) applications (apps) played a critical role in this improvement. This study aims to examine how mGovernment apps build citizens' trust in governments during public crises. The DeLone and McLean Information Systems Success Model (ISSM) is used to evaluate the quality of these apps. Public satisfaction serves as an intermediary variable, while public awareness of epidemic risks in sudden public relations crises acts as a moderating variable to explore the impact of mGovernment apps on government trust. Data analysis is conducted using SPSS Statistics 22.0 and AMOS 21.0. The study's results show that the system quality, information quality, and service quality of mobile government apps influence citizens' trust in governments through the mediating effect of public satisfaction. All three factors positively correlate with public satisfaction, with service quality having the greatest impact. Similarly, system quality, information quality, and service quality are positively correlated with public trust in governments, with system quality having the most noticeable influence. There is a strong correlation between public satisfaction and trust in governments, and the mediating effect of public satisfaction is significant. In addition, epidemic risk perception moderates the relationship between public satisfaction and citizens' trust in governments.

Qualitative Insights into Organizational Value Creation: Decoding Characteristics of Metaverse Platforms

AbstractThe significance of metaverse platforms is growing in both research and practical applications. To utilize the chances and opportunities metaverse platforms offer, research and practice must understand how these platforms create value, which has not been adequately explored. Our research explores the characteristics of metaverse platforms that facilitate value creation for organizations in both B2B and B2C sectors. Employing a qualitative inductive approach, we conducted 15 interviews with decision-makers from international corporations active in the metaverse. We identified 26 metaverse platform characteristics, which we categorized into six dimensions based on the DeLone and McLean Information Systems success model. Subsequently, we provide examples to illustrate the application of these identified characteristics within metaverse platforms. This study contributes to the academic discourse by uncovering the characteristics that shape the competitive landscape of emerging metaverse platforms. Leveraging these characteristics may offer metaverse providers a competitive edge in attracting complementary organizations to their platforms.

Exploring how quality dimensions enhance videoconferencing platform benefits from an information systems success perspective

The rapid growth of videoconferencing technology in e-learning has gained significant attention in recent years. However, the literature lacks focus on the quality aspects contributing to the success of videoconferencing platforms in online learning. To fill this gap, this study used the DeLone and McLean information system success model to assess how three quality aspects (system, information, and service) of Microsoft Teams videoconferencing platform influenced students’ learning outcomes in online learning. The study involved surveying 261 students and found that all three quality dimensions significantly impacted students’ usage and satisfaction with Microsoft Teams. Remarkably, information quality had the most pronounced influence, and system use also positively affected student satisfaction, whereas student satisfaction played more significant role in their perceived benefits compared to system use. The study concluded that Microsoft Teams’ three quality dimensions contribute to enhancing student-perceived benefits in e-learning environment, confirming its success as an e-learning platform for students.

The Delone and McLean Information System Success Model: Investigating User Satisfaction in Learning Management System

The Delone and McLean Information System Success Model: Investigating User Satisfaction in Learning Management System

Multidisciplinary user experience of a newly implemented electronic patient record in Ireland: An exploratory qualitative study

BackgroundImplementation of an Electronic Patient Record (EPR) in a key milestone in the digital strategy of modern healthcare organisations. The implementation of EPR systems can be viewed as challenging and complex. ObjectiveThe aim of the study was to investigate user perspectives and experiences of the implementation of an Electronic Medical Record in a major academic teaching hospital, with simultaneous ‘go-live’ across the whole hospital taking place. MethodsFocus groups and individual in-depth interviews were conducted with stakeholders and users (n = 105), approximately nine months post-EPR implementation. The study explored EPR users’ perceptions using an extended theoretical framework of the DeLone and McLean Information Systems Success Model (2003), which measured information systems, system quality, information quality, service quality, use/perceived usefulness & user satisfaction and net benefits. ResultsStaff engagement and satisfaction was high and the EPR is accepted as the new standard way of completing care. There was agreement that the EPR affords transparency, and greater accountability. There was some concern expressed regarding impact of the EPR on interprofessional and patient/provider interactions and communication. Physicians reported the inputting of social history through free text as an issue of concern and time consuming. The Big Bang approach with mandatory conversion was key to the successful adoption of EPR. There was consensus across professional and administrative respondents that there was no appetite to return to paper-based records. ConclusionThe successful roll out of the EPR reflects the digital readiness of healthcare providers and organisations. The potential for unintended consequences on work process requires continual monitoring. A key future benefit of the EPR will be the capacity to reach a broader understanding and analysis of variation in processes and outcomes within healthcare organisations. It is clear that skills in data analytics will be needed to mine data successfully.

Linking enterprise information systems success to female employees’ work–family enrichment in China

Abstract The spread and application of enterprise information systems (EISs) has provided scholars and managers with a new perspective to enhance the work–family enrichment. Based on the work–family enrichment theory, this research aims to examine the ability of female employees to enhance their work–family enrichment by applying the resources accumulated through the use of EISs by combining the technology acceptance model with the DeLone & McLean Information Systems Success Model. The findings based on a survey of 823 full-time female employees in China indicated that the information systems quality factors (including information quality, system quality, and service quality) were positively associated with female employees’ work–family enrichment. In addition, the chained mediating effect of perceived ease of use and perceived usefulness was examined. The results can help female employees to perform positively in both work and family spheres and provide positive support for the promotion of the social fertility policies.

Exploring the potential of blockchain‐enabled smart contracts for achieving net‐zero emissions: An empirical study

AbstractA sustainable future entails addressing net‐zero emissions, which balances greenhouse gas emissions, thereby mitigating climate change. This study explores the relationship between the information quality, system quality, and service quality of blockchain‐enabled smart contracts (BSCs) with collaboration quality to achieve net‐zero emissions. The study further explores the role of collaboration quality in influencing the intention‐to‐use BSC and organizational satisfaction. The study employed the revised DeLone and McLean model and validated it with data from 434 respondents using structural equation modeling. The results validate all the hypotheses derived from the updated DeLone and McLean information system (IS) success model. There exist significant relationships between information quality, system quality, and service quality in the BSCs leading to collaboration quality to achieve net‐zero emissions. The study establishes the significant role of collaboration quality which positively impacts usage behavior and organizational satisfaction, mediated by the intention to use. The findings of this study offer insights for organizations and policymakers seeking to harness blockchain for environmental sustainability.

ANALYSIS OF IMIS'S SUCCESS ON TEACHER PERFORMANCE AND ORGANIZATIONAL PERFORMANCE IN VOCATIONAL SCHOOLS

This paper aims to analyze the factors that influence individual and organizational performance regarding the use of an Internship Management Information System (IMIS), which is named the SIM-PKL application for the internship program at SMK Negeri 11 Malang, with a framework in the DeLone and McLean Information Systems Success Model (ISSM). A quantitative method was employed, gathering data from SIM-PKL users. The sample comprised 55 respondents: 9 coordinators, 30 vocational teachers, and 16 general subject teachers. The analysis identifies key success factors, including system quality, information quality, service quality, intention to use, satisfaction, individual performance, and organizational performance. The findings align with the Delone & McLean framework, which evaluates information system success. Further analysis revealed a significant direct influence of system quality, information quality, and service quality on usage intentions and user satisfaction, while the net benefits (individual and organizational performance) were not statistically significant. Intention to use and user satisfaction are able to significantly mediate the influence of system quality, information quality, and service quality on net benefits. Intention to use and user satisfaction are important to increase system usage, enhance productivity, and positively affect performance. This study contributes to understanding SIM-PKL to guide schools in enhancing their management information systems.

Understanding mobile learning continuance after the COVID-19 pandemic: Deep learning-based dual stage partial least squares-structural equation modeling and artificial neural network analysis

The influence of COVID-19 on educational processes has halted physical forms of teaching and learning and initiated online and mobile learning systems in most countries. The provision and usage of online and e-learning systems are becoming the main challenge for many universities during the COVID-19 pandemic. Due to the novelty of this situation, a substantial amount of research has been carried out to investigate the issue of m-learning adoption or acceptance. Nevertheless, little is known about studying to examine the continued use of m-learning, which is still in short supply and calls for further research. Five different theoretical models are integrated into this study to develop an integrated model that overcomes this limitation, including the technology acceptance model, the theory of planned behavior, the expectation-confirmation model, the Delone and McLean Information System Success Model, and the Unified Theory of Acceptance and Utilization of Technology 2. This conceptual framework shows novel relationships between variables by integrating trust, personal innovation, learning value, instructor quality, and course quality. Unlike extant literature, this study utilized a hybrid analysis methodology combining two-stage analysis using partial least squares structural equation modeling (PLS-SEM) and evolving artificial intelligence named deep learning (Artificial Neural Network [ANN]) on 250 usable responses. The sensitivity analysis results revealed that attitude has the most considerable effect on the continued use of m-learning, with 100% normalized importance, followed by perceived usefulness (88%), satisfaction (77%), and habit (61%). This research reveals that a “deep ANN architecture” may determine the non-linear relationships between variables in the theoretical model. Further theoretical and practical implications are also discussed.

Developing The E-Learning System Success Model: A Developing Country Perspective

This study aimed to develop a comprehensive e-learning system success model from a developing country perspective. The integrated lens of DeLone & McLean-Information System Success Model, the Model for Measuring E-learning System Success, and the Social Cognitive Theory was used to develop a research model. Twelve hypotheses were developed and tested with 188 participants. The study employed the Structural Equation Modeling technique to analyze data. Out of 12 hypotheses, two were rejected. At the same time, ten were supported, implying that variables such as contentment and information quality, user self-efficacy, user satisfaction, intention to use/use, net benefits, and loyalty to the system were appropriate for measuring the e-learning system success in developing countries. Based on these results, we recommend that the technical system quality and educational system quality of e-learning systems should be improved.

Evaluation of Surabaya population administration & civil registration systems using DeLone & McLean information system success model

This paper aims to prove that different types of users influence the degree of user satisfaction with the Surabaya Population Administration & Civil Registration Systems (KNG) and confirm that there are differences in satisfaction between internal and external users. D&M IS Success Model is used to evaluate user satisfaction. The data were collected via a survey and analyzed by the PLS-SEM method. The results revealed that service quality has the most significant influence on user satisfaction. The results also revealed that there are differences in variables that influence user satisfaction with the KNG system between different types of users.

When Tech Goes Sour: A Directed Qualitative Content Analysis of Negative User Experiences in Food and Beverage Mobile Apps

In the past decades, there have been a growing number of food and beverage brand marketers who have extended their offerings via mobile apps. However, despite the increasing interest and investment in the mobile app market, there is still room for improvement in food and beverage mobile app retention. This study aims to explore why customers are disappointed with their food and beverage mobile apps. Specific attention is given to the role of customers’ negative food and beverage mobile app usage experiences. Based on the directed qualitative content analysis method, 3,866 valid user reviews from the top 5 Malaysian food and beverage mobile apps in the Google Play Store were collected and analyzed using NVivo version 12. Drawing from Delone and McLean information system success model and expectancy-disconfirmation model, the study found that customers’ negative food and beverage mobile app usage experience is complex and multidimensional. They can be categorized as performance expectancy disconfirmation and effort expectancy disconfirmation. Theoretically, the study extends the current understanding of mobile app usage retention mechanisms. In terms of practical implications, the study could provide valuable insights into improving consumers’ emotional experiences with food and beverage mobile apps, thereby enhancing user retention strategies. Researchers should consider the limitations of the study as opportunities for future research.

Measuring cloud information systems’ effect on financial information quality using the information system success model: Evidence from Saudi Arabia

This paper explores the effects of cloud information systems on the quality of financial reporting within Saudi Arabian enterprises, utilizing the DeLone and McLean Information Systems Success Model as its theoretical foundation. The central inquiry of this research assesses the influence of cloud information systems on the quality of financial data. It hypothesizes a beneficial correlation between these elements. The study involved 203 auditors from Saudi accounting firms, and the findings underscored a significant positive influence of the model's six dimensions on financial information quality. The utilization of cloud information systems appears to bolster financial reporting quality in organizations. This research enriches existing literature by empirically validating the positive effects of cloud information systems on financial data quality in Saudi contexts. Additionally, it underscores the practical utility of the IS Success Model in evaluating the efficacy of cloud information systems in enhancing financial information quality. These insights are particularly valuable for managers and policymakers contemplating the adoption of cloud-based systems to augment their financial reporting processes.

Higher education EFL online success model: An adaptation to the DeLone and McLean IS Success Model

This study aims to adapt and extend the DeLone and McLean Information System (IS) success model in the context of an online English as a Foreign Language (EFL) higher education foundation program. The objective is to enhance teaching, learning, and knowledge-sharing experiences within a virtual community of practice (vCoP). The research involved eight experienced full-time university lecturers with master's degrees in English language teaching as participants. They were presented with six open-ended questions followed by interviews. The study addresses the gap between research and practice by assessing the effectiveness of the model in measuring knowledge-sharing and user interaction within the EFL vCoP. The findings highlight the need for tailored models in specific online learning domains, such as EFL, rather than applying a generalized approach to education. The findings have practical implications for designing and evaluating online educational programs and communities, ultimately enhancing the quality of online learning experiences. The study proposes potential indicators of success, paving the way for future research in the field of online education. By identifying and refining these indicators, educators and researchers can better assess the impact of online learning platforms and communities on student outcomes, engagement, and knowledge-sharing.