An Extension to the Delone and Mclean Information Systems Success Model and Validation in the Internet Banking Context

Abstract

The modern internet era opened a plethora of opportunities for doing business online. Internet banking (IB) is one such innovation that made great strides from its humble beginnings in the mid-1990s. It is important for bank practitioners to know the factors contributing to the success of new technology by customers to enable them to be better placed in the competitive segment. This study proposes an extension to the Delone and Mclean IS success model to evaluate information systems(IS) success in the context of internet banking, with security as a new dimension. Data was collected from 312 respondents. The results found that security is a key factor for IB success. Furthermore, the study found that the dimension system quality has not had any substantial effect on IB user satisfaction; however, security and information quality were found to influence user satisfaction. Based on the findings, some implications for research and practice were prescribed, in addition to directions for future researchers of IS success in the IB context.

Assessing eLearning Systems Success in Nigeria: An Application of the DeLone and McLean Information Systems Success Model

“…The mixed results imply that the model can assist in identifying the success variables in different settings as shown in the results obtained by Iivari (2005) and Jagannathan et al (2018). In the case of the internet banking application, security and information quality are expected to be the determining factors for IS success which was the case in Jagannathan et al's (2018) study and in the mandatory setting system quality and information quality would have little effect on the use as it is mandatory to use the system irrespective of the quality antecedents..…”

“…For instance, Hsu, Chang, Chu, & Lee (2014) extended the model by adding the trust variable in the context of e-commerce. Similarly, Jagannathan, Balasubramanian, and Natarajan (2018) employed the model by adding security as a construct in a study to examine the acceptance of internet banking. Other authors have focused on validating the model in e-commerce (DeLone & McLean, 2004), Knowledge Repository Systems (Qian & Bock, 2005), eGovernment systems (Wang & Liao, 2008), and a mandatory information system (Iivari, 2005).…”

“…Applying the model to mandatory information system, Iivari (2005) found that system quality and information quality were predictors of user satisfaction but they had no effect on system use; while Jagannathan et al (2018) observed that for an internet banking application, system quality had no effect on user satisfaction but information quality influenced user satisfaction. The mixed results imply that the model can assist in identifying the success variables in different settings as shown in the results obtained by Iivari (2005) and Jagannathan et al (2018).…”

“…Applying the model to mandatory information system, Iivari (2005) found that system quality and information quality were predictors of user satisfaction but they had no effect on system use; while Jagannathan et al (2018) observed that for an internet banking application, system quality had no effect on user satisfaction but information quality influenced user satisfaction. The mixed results imply that the model can assist in identifying the success variables in different settings as shown in the results obtained by Iivari (2005) and Jagannathan et al (2018). In the case of the internet banking application, security and information quality are expected to be the determining factors for IS success which was the case in Jagannathan et al's (2018) study and in the mandatory setting system quality and information quality would have little effect on the use as it is mandatory to use the system irrespective of the quality antecedents..…”

DeLone and McLean Information Systems Success Model in a Blended-Learning Context

“…Several studies have indicated that in a mandatory setting of an IS, irrespective of the quality antecedents, the SQ and IQ would have no or little effect on SU (Iivari, 2005;Jagannathan et al, 2018;Lwoga, 2012;Yakubu & Dasuki, 2018). This study supports this notion, as no significant link was found between SQ and SU, or between IQ and SU.…”