McLean Information Systems Success Research Articles

Students’ Perception of Online Learning Quality and Preference for the Online Learning Model

Aims: As a result of the novel coronavirus (COVID-19) pandemic, the traditional face-to-face learning approach at tertiary institutions was replaced by an online learning model. This has a significant impact on tertiary students, teachers, and administrators, particularly in Ghana, where online learning has not been widely used in the past. The current study looked at how students' perceptions of the quality of their online learning experiences affected their acceptance of the paradigm before and after the COVID-19 prevalence.
 Study Design: The study adds to the body of knowledge by assessing how well the modified DeLone and McLean information systems success model applies to online learning.
 Place and Duration of Study: Technical Universities in Ghana between September 2021 and May 2022.
 Methodology: Structured questionnaires were used to obtain primary data from 1386 students at Ghana's technical universities. The study employed the multiple linear regression model to examine the effects of class and gender on students' opinions of the quality and preferences for the online learning model.
 Results: The study's findings revealed that the online learning system provided quality service to students, with a mean response value (MRV) ranging from 3.74 to 4.52.
 It was also discovered that 72% of students preferred online learning because of the system quality, information quality, and service quality provided.
 Conclusion: Students must be encouraged to pursue online education that is appropriate, cutting-edge, and useful if they are to succeed and remain relevant in the digital age. Tertiary institution administrators are being encouraged to improve the quality of the online learning environment for both students and teachers.

The Implementation of the Village Financial Information System

This research was conducted to determine the implementation of Siskeudes (Sistem Keuangan Desa – Village Financial Information System) by using the updated DeLone and McLean information system success model as a mandatory information system in Villages in Majalengka Regency, West Java. This research examined the impact of the quality of a system, quality of information, and service quality on user satisfaction and the impact of user satisfaction on perceived net benefit. Data were obtained from questionnaires distributed to 65 respondents in Majalengka Regency. The methods used in this study were descriptive analysis with path analysis. The results of this study indicated a significant effect of system quality and the quality of service on user satisfaction and the effect of user satisfaction on perceived net benefits. Still, they showed no significant effects of the quality of information on user satisfaction.The implementation of Siskeudes was classified as a success.

Online Food Delivery System Success Model: The Role of Brand Image in Customer Response

Among all industry sectors, the food industry’s e-business volume grew at the fastest rate in 2020 (434%). The market for online food delivery is expected to increase at a rate of 6.36% per year between 2021 and 2024. For this reason, ordering food online via websites or applications has grown in importance within the distribution chain of restaurants. This study’s primary goals are to find out the relationship between system experience and brand image as well as the impact of brand image on customer satisfaction. The research theoretical framework is based on the Stimulus-Organism-Response (SOR) paradigm. The DeLone and McLean Information Systems Success Model is also used in this study. The total system quality (information, system, and service quality) serves as the “stimulus” in this context. Brand image as the “organism” and customer satisfaction serves as the “response”. The findings showed that the quality of information had no positive effect on customer satisfaction. Meanwhile, the quality of the system and service has a positive effect on the brand image. This research shows the importance of brand image in creating customer satisfaction in the online food delivery industry. The findings of this study contribute to companies that want to choose an online food delivery service provider.

A NEW FRAMEWORK ON SUCCESS FACTORS OF SOCIAL MEDIA APPLICATIONS USAGE

Based on many past studies regarding Social Media Applications (SMAs) rarely focus on aspects of continuous use and Perceived Privacy (PP). The increasing user awareness issue regarding PP in using SMA is escalating due to various cybersecurity threats, such as malware, software, password and Man-in-the-Middle (MitM) attacks. Accordingly, this study examines the effect of users' PP on System Quality (SQ), Information Quality (IQ), Service Quality (SVQ), User Satisfaction (US) and Usage (USG) based on the DeLone and McLean Information System (IS) Success Model. A total of 345 samples were used for this study using the convenience sampling approach and SmartPLS 3 as the analysis tool. Based on the study's results, it was discovered that SVQ and IQ affect the use of SMA. In addition, it was discovered that PP affects the relationship between SQ, SVQ and the use of SMA. The analysis results related to PP reveal that it is a dominant construct in the study model. Note that the importance of PP should be a solid foundation for developing an SMA application. The PP component in this study can be used as a guide and checklist for software developers to improve security features and SVQ, which is a catalyst for US and ensure that an SMA application is used continuously.

The Influence of Accounting Information System Quality and Perceived Usefulness on Accounting Information System (AIS) User Satisfaction (Case Study at the Head Office of the Bali Regional Development Bank)

systems and the potential impact of information systems. Satisfaction of users of accounting information systems has an important role in the effectiveness of the use of accounting information systems. The purpose of this study was to determine and prove the effect of the quality of accounting information systems and their perceived usefulness on user satisfaction of accounting information systems. This research was conducted at the Head Office of the Bali Regional Development Bank. The total population in this study was 230. The sample was determined by purposive sampling method with a sample of 155. Data was collected using a questionnaire and the data analysis technique used was multiple linear regression analysis. Based on data analysis it was found that system quality has a positive effect on user satisfaction of accounting information systems and perceived usefulness has a significant positive effect on user satisfaction of accounting information systems. This study supports the DeLone & Mclean Information System Success Model in explaining the positive relationship between information quality and accounting information system user satisfaction and supports the Technology Acceptance Model (TAM).

Human Resource Information System (HRIS): An Evaluation of Net Benefits Based on the Perception of HR Practitioners

In this day and age, the use of information systems (IS) in workplaces is indispensable. IS has been an effective tool in enhancing operational efficiency and for empowering the workforce. Human Resource Information Systems (HRIS) have been recognized as one of the major modern human resource (HR) tool (Jahan, 2014). HRIS handles the processes and transactions involved in managing human resources such as recruitment, training, benefits administration and employee records-keeping (Laudon & Laudon, 2014). With the strategic role that IS delivers to organizations nowadays, it is imperative that IS be evaluated on its effectiveness especially in the area of human resource management. The objective of this study is to evaluate the factors that affect the net benefits of human resource information systems (HRIS) in the business process outsourcing (BPO) industry in the Philippines. Using the updated DeLone and McLean IS success model, the study will investigate the factors that contribute to the implementation of HRIS based on the perception of HR practitioners. These factors are: system quality, information quality, service quality, use, user satisfaction and net benefits. Moreover, the relationships between and amongst these factors will be studied and how these factors affect the net benefits that HRIS delivers to organizations particularly in the BPO industry in the Philippines. A total of 214 respondents (n=214) who are HRIS users were asked to answer an online-based survey questionnaire. The research revealed that use and user satisfaction have positive effect on HRIS net benefits. In addition, the study has validated and confirmed the D&M IS success model in the context of HRIS use in the BPO industry in the Philippines. These findings offer valuable insights to HRIS implementers and business owners on how to strengthen the effectiveness of HRIS and maximize its potentials for the delivery of fast, quality and efficient HR services in the BPO industry.

Factors Influencing Clinicians' Use of Hospital Information Systems for Infection Prevention and Control: Cross-Sectional Study Based on the Extended DeLone and McLean Model.

Healthcare-associated infections have become a serious public health problem. Various types of information systems have begun to be applied in hospital infection prevention and control (IPC) practice. Clinicians are the key users of these systems, but few studies have assessed the use of infection prevention and control information systems (IPCISs) from their perspective. This study aimed to (1) apply the extended DeLone and McLean Information Systems Success model (D&M model) that incorporates IPC culture to examine how technical factors like information quality, system quality, and service quality, as well as organizational culture factors affect clinicians' use intention, satisfaction, and perceived net benefits, and (2) identify which factors are the most important for clinicians' use intention. A total of 12,317 clinicians from secondary and tertiary hospitals were surveyed online. Data were analyzed using partial least squares-structural equation modeling and the importance-performance matrix analysis. Among the technical factors, system quality (β=.089-.252; P<.001), information quality (β=.294-.102; P<.001), and service quality (β=.126-.411; P<.001) were significantly related to user satisfaction (R2=0.833), use intention (R2=0.821), and perceived net benefits (communication benefits [R2=0.676], decision-making benefits [R2=0.624], and organizational benefits [R2=0.656]). IPC culture had an effect on use intention (β=.059; P<.001), and it also indirectly affected perceived net benefits (β=.461-.474; P<.001). In the importance-performance matrix analysis, the attributes of service quality (providing user training) and information quality (readability) were present in the fourth quadrant, indicating their high importance and low performance. This study provides valuable insights into IPCIS usage among clinicians from the perspectives of technology and organization culture factors. It found that technical factors (system quality, information quality, and service quality) and hospital IPC culture have an impact on the successful use of IPCISs after evaluating the application of IPCISs based on the extended D&M model. Furthermore, service quality and information quality showed higher importance and lower performance for use intention. These findings provide empirical evidence and specific practical directions for further improving the construction of IPCISs.

Evaluasi Keberhasilan Siamik UPN “Veteran” Jawa Timur Dengan Pendekatan Information System Success Model Delone And Mclean

In this journal article, the authors evaluate the effectiveness of the Sistem Informasi Akademik (SIAMIK) at UPN "Veteran" Jawa Timur using the DeLone and McLean Information System Success Model. The main objective of this study is to assess how SIAMIK contributes to enhancing academic processes and improving overall institutional performance. The research approach employed is quantitative, employing a questionnaire as the data collection instrument. The respondents for this study were selected through stratified random sampling, utilizing the Slovin formula. The target population consisted of students using SIAMIK at Universitas Pembangunan Nasional "Veteran" Jawa Timur, with a total sample size of 117 students. The study employed SEM analysis techniques using SmartPLS 4 tools for data management. Out of the seven hypotheses tested, five hypotheses met the quality criteria. The findings of this research are expected to offer valuable insights and recommendations for the development of academic information systems not only at Universitas Pembangunan Nasional "Veteran" Jawa Timur but also in other educational institutions.

A Framework for An Integrated E- Government System for Public Service Sectors in Developing Countries Using Design Science Research Methodology

This study aimed to develop an integrated framework to enhance government services and improve service delivery for the Namibian government. The Delone and McLean Information Systems success model and the Organizational Information Processing Theory served as the theoretical foundations for this study. The target population consisted of members of the public and a Government Ministry in Namibia. A sample size of 25 participants was selected for the study, utilizing the purposive sampling technique for government employees and the snowball sampling technique for members of the public. Thematic analysis was employed to analyze the data gathered. The study's findings revealed several significant insights. Despite the existence of multiple e-government systems, poor integration among them hindered the ability of the Namibian public service to provide effective and efficient services to citizens. Additionally, the study identified a strong demand from the public for services to be more accessible, convenient, and responsive, including a preference for online applications and faster service delivery. Moreover, the study developed an integrated e-government framework specifically tailored for the Namibian public service, aiming to enhance accessibility, convenience, responsiveness, and cost-effectiveness of services provided to citizens. The implementation of this framework is expected to promote an open and accountable government. It is crucial to emphasize that the successful achievement of e-Government goals relies on factors such as political leadership, support across all government levels, key infrastructure, skilled human resources, a suitable legal and regulatory framework, information resources, and citizen-centric services.

Examining interactions of factors affecting e-learning adoption in higher education: insights from a fuzzy set qualitative and comparative analysis

Purpose The purpose of this study is to analyze the combined effect of eight factors – performance expectancy (PE), effort expectancy (EE), hedonic motivation (HM), system quality (SQ), information quality (IQ), service quality (SEQ), digital literacy (DL) and computer anxiety (CA) on learners’ behavioral intention (BI) toward the adoption of e-learning in higher education institutions (HEIs) in India. Design/methodology/approach The study used factors from two theoretical models, the extended Unified Theory of Acceptance and Use of Technology and the DeLone and McLean Information Systems Success model. The study also considered DL and CA as additional factors because they could affect a learner’s intention in a developing country like India. Data were collected from three HEIs in Southern India and analyzed using fuzzy qualitative and comparative analysis (fsQCA). Findings The results of the study emphasize the importance of considering both individual and technological factors in e-learning adoption and provide evidence for the significance of integrating multiple theories in understanding the complex relationship between factors and learners’ BI. Four different configurations of the eight factors: EE*HM*SQ*IQ*SEQ*DL*∼CA; PE*EE*HM*SQ*IQ*DL*CA; PE*EE*HM*IQ*SEQ*DL*CA; and PE*EE*SQ*IQ*SEQ*DL*CA found to be sufficient to cause learners’ BI to use e-learning. Research limitations/implications This study explores the complex relationship between different factors and learners’ intention to adopt e-learning using the fsQCA method. These findings may need further validation in HEIs across different geographical locations. Practical implications This study provides practical insights for HEIs in India and other developing countries on how different factors combine and interact to determine e-learning adoption in multiple contexts. Originality/value Using fsQCA as a novel and rigorous method, this study uncovers the complex and nonlinear causal relationships among various factors that affect e-learning adoption. This study provides a holistic and contextualized understanding of e-learning adoption in a developing country’s scenario. This study can inform educators and policymakers on how to design and implement effective e-learning strategies that suit different learner profiles and contexts.

Analysis of User Satisfaction of Fintech OVO Using Delone and Mclean Information System Success Model in Denpasar City

This study aims to find out how the influence of information quality, system quality, service quality, and security, on user satisfaction in the OVO application in Denpasar. This study uses a quantitative approach, data processing methods using SEM-PLS. used is SmartPLS 3.0. The population of this study are users of the OVO digital payment system in Denpasar. The sample was determined based on cluster sampling technique and random sampling, with a sample of 96 respondents. The results of this study prove that of the 10 hypotheses made there are 7 hypotheses that are accepted, namely the relationship between system quality and use, the relationship between system quality and user satisfaction, information quality and user satisfaction, service quality and use, service quality and user satisfaction, the relationship between use and net benefit and user satisfaction relationship to net benefit, and 3 hypotheses with results rejected namely information quality to use, security relationship to use and security relationship to user satisfaction.

Exploring Quality Dimensions of Zakat Institutions' Website

The purpose of this study is to examine the impact of system quality, service quality and information quality on the Zakat websites from the visitors' perspectives by utilising Delone and Mclean's information system success (ISS) model. This study collected data from 150 respondents who had prior experience visiting Zakat institutions' websites in Malaysia using an online survey technique. The data were analysed using the partial least square–structural equation modelling (PLS-SEM). The result shows the importance of system quality, service quality, and information quality in influencing the satisfaction level among visitors of Zakat websites. The result also indicates that information quality is the most substantial factor in visitors' satisfaction compared to other quality dimensions. The results of this study can help Zakat institutions improve their service delivery by enhancing the quality dimensions of their websites, particularly on the information displayed about Zakat collection and distribution. An improvement in the quality of Zakat institution's website can promote accountability and transparency of the Zakat collection and distribution system in Malaysia and boost the potential of the Zakat system as a mechanism for society development.

Influence of Mobile SMS Bill Query Application on Service Delivery by NAWASSCO AND NAIVAWASCO Water Utilities in Nakuru County

Water utilities play a critical role in providing safe and reliable water services to the public. However, ensuring efficient service delivery can be challenging, especially in areas with limited resources and inadequate infrastructure. In recent years, the use of mobile technology has emerged as a potential solution to address some of these challenges. This study examines the influence of a mobile SMS bill query application on the service delivery of two water utilities, NAWASSCO and NAIVAWASCO, in Nakuru County. This study aimed to determine the influence of mobile SMS bill query applications on service delivery by NAWASSCO and NAIVAWASCO water utilities in Nakuru County. Delone and McLean's IS success model, derived from the information systems (IS) theory, guided the study. A cross-sectional survey research design was adopted to achieve this, and data were collected using a structured questionnaire. Purposive sampling was used to select 33 and 24 staff in NAWASSCO and NAIVAWASCO water utilities, respectively. The Census method was employed since the target population was less than 100. Descriptive and inferential statistics were used to analyze the data. OLS regression analysis was used to test the hypotheses at a 0.05 significance level. The OLS regression analysis revealed that mobile SMS bill query applications significantly influenced water service delivery in water utility companies ( β = 0.212, p &lt; 0.05). Water utility companies in Nakuru County should continue investing in and promoting the mobile SMS bill query application. Keywords: Mobile SMS Bill Query Application, NAWASSCO and NAIVAWASCO, Service Delivery and Water Utilities DOI: 10.7176/EJBM/15-6-06 Publication date: March 31 st 2023

Factors Influencing Students’ Continuance Usage Intention with Virtual Classroom during the COVID-19 Pandemic: An Empirical Study

The constant variation of COVID-19 has intensified the spread and recurrence of the epidemic, and education continues to be hard hit in most countries. The virtual classroom has become the main platform to replace the traditional classroom in the COVID-19 pandemic context. Due to the lack of a comprehensive understanding of college students’ perceptions of the platform system, it is essential to explore the factors and mechanisms that influence students’ willingness to use virtual classrooms consistently to improve the learning efficiency and optimize the effect of educational communication during the epidemic. This study integrates the Delone and McLean (D&amp;M) information systems (IS) success model, expectation–confirmation model (ECM), and instructor quality factor to construct an operational model, and it used a structural equation model to analyze the 411 valid samples received from online questionnaires. The results reveal that the determinants of college students’ perceived usefulness of virtual classrooms are service quality, instructor quality, and confirmation, while system quality has no effect on perceived usefulness in the context of the COVID-19 pandemic. Secondly, system quality, service quality, and instructor quality are three critical antecedents of confirmation, and perceived usefulness and confirmation positively affect satisfaction. Finally, perceived usefulness and satisfaction directly affect college students’ continuance intention.

Can chatbots satisfy me? A mixed-method comparative study of satisfaction with task-oriented chatbots in mainland China and Hong Kong

Task-oriented chatbots are gradually being used across the globe. Most notably, while chatbots have for a long time penetrated users’ daily lives in mainland China, Hong Kong is still struggling to improve and promote its chatbot services. To determine whether antecedents of satisfaction and usage intention differ based on different stages of chatbot adoption and development, we conduct a comparative study based on a research model that integrates the Delone and McLean Information System success model and privacy concerns. The model is developed and examined using a mixed-method approach. After conducting focus group interviews (N = 15) in both regions, online surveys were conducted in mainland China (N = 637) and Hong Kong (N = 647), respectively. Based on qualitative exploration, we identified critical factors of perceived quality and privacy concerns. The quantitative findings further illuminate the different roles of the antecedents in the two regions. The results show that usage intention can be positively influenced by satisfaction, and satisfaction can be increased by relevance, completeness, pleasure and assurance in both regions. However, response time and empathy are factors influencing satisfaction only in mainland China. Privacy concerns cannot influence satisfaction in both regions.

Assessing the Success of Mobile Banking in Saudi Arabia

This study aims at re-specifying and extending the DeLone and McLean information systems success model and verifying the extended model in the context of mobile banking applications. The model integrates a relationship-driving indicator, namely perceived value and a condition that permanently predicts the use of technology: usefulness. This framework derives its originality from the integration of these variables and verification in timely and innovative service, namely mobile banking applications. The results allowed to accept the hypotheses assuming the impact of the perception of usefulness and value, as well as system and service quality on satisfaction. The latter has a significant influence on continuance intention. However, the impact of information quality was insignificant, and hypotheses assuming the dependence of continuance intention on usefulness and service quality are rejected. These results are discussed, and the conclusion deduces managerial recommendations and directions for future research.

Implementation of a decision support process for evaluating the correlation between IT investment and of information systems success

The main objective of this paper is to study the correlation between investment in information technologies and especially information systems and information system success based on data collection and a multi-criteria decision-making approach using technique for order preference by similarity to ideal solution (TOPSIS) and analytical hierarchy process (AHP) methods. The criteria of the hierarchical model for evaluating the information system success are chosen from Delone and McLean information systems (IS) success model. The proposed approach has been implemented in 3 sectors recognized by their variation in the use of information systems: the financial sector, the service companies sector, and the construction industry sector. Therefore, the results of this implementation show that massive investment in information systems does not always guarantee good information system success, and information system success is not always the result of massive investment in the information system.

Application of the updated DeLone and McLean IS success method to investigate e-CRM effectiveness

Information and communication technology has a significant influence on employee procedures. Businesses are investing in e-CRM technologies, yet it is difficult to assess the performance of their e-CRM platforms. The DeLone and McLean Information Systems Success framework can be modified to the current e-CRM assessment difficulties. The new framework's different aspects provide a concise framework for organizing the e-CRM key metrics identified in this study. The purpose of this study is to apply and verify that the Updated DeLone and McLean IS Model can be employed to explain e-CRM adoption among employees, along with the extended Updated DeLone and McLean Model with its five output factors, namely system quality, service quality, information quality, ease of use employee satisfaction. For this study, data was collected from 300 employees working on e-CRM and the data were analyzed using PLS-SEM. The experimental framework has a significant effect and shows that most of the hypotheses of the study are supported. Moreover, the framework contributes to the area of the success of e-CRM and individual performance.

Evaluation of the quality constructs of a tax management system based on DeLone and McLean IS success model

ABSTRACT We presented a novel method to analyze the impact tax management systems have on users (individual impact) in this study. The interrelationship among the three information system (IS) quality constructs is examined. The study is based on the evaluation undertaken in this paper of DeLone and Mclean’s (D & M) model. Quantitative data are gathered from a related Ghanaian enterprise. The structural equation modelling of partial least squares was utilized to model the system quality, information quality, and service quality. The result of the study shows that the three quality constructs of the D & M model positively influence the users of a tax management system (individual impact). The results also show that there is a significant positive interrelation among the IS quality constructs.

Net Benefit on E-Invoice Implementation: Applying the Delone &amp; McLean Information Systems Success Model

E-Invoice is one of the preeminent products of E-Government. It is an application used to make electronic tax invoices and connected to an online website to report VAT. As a tax collection and reporting instrument, E-Invoice is believed to have escalated the government's capability of tax collection since it is more convenient, integrated, transparent, fast, effective, and efficient. It is cutting a lengthy tax administration procedure into a more comprehensive and efficient way. Therefore, the development and adoption of this system are crucial for various countries around the world. Hence, this study aims to analyze the success factor of E-Invoice using Delone and McLean's Information System Success Model. 121 samples were collected from respondents who are experienced in using the E-Invoice. SEM PLS method is used to analyze the data. The results show that the E-Invoice system is not fully integrated, thus affecting the outcome of user satisfaction. Overall, system quality and information quality affect intention to use significantly and positively, while service quality affects intention to use positively but not significantly. Then user satisfaction affects Net Benefit significantly and positively. In the end, the adoption of E-Invoice accelerates the processing of tax invoices and VAT reporting, providing convenience, effectiveness, and efficiency to users.