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 which made greater strides from the humble beginnings in the mid 1990s. It is important for Bank practitioners to know what are the factors contributing to the success of new technology by customers to enable them 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 a security as a new dimension. Data 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 if 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.

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.…”

SNS citizenship behavior based on D&M information system success model and social capital theory: Mediating role of subjective well-being

“…The D&M Information System Model is a well-known and influential framework designed to elucidate the various aspects and impacts of information systems (IS) [ 21 ]. The model has been revised and adjusted since it was first put forth by DeLone and McLean [ 22 ].…”

E-learner’s continuance usage behavior of online learning: integration of ECM and TAM

“…The updated D&M's ISS model developed by DeLone & McLean (2003) to understand the field of e-commerce, but it applied in different sectors to measure the quality factors of information systems. Many authors have extended this model in e-commerce (Hsu et al (2014)), acceptance of internet banking (Jagannathan et al 2018) by adding new constructs. Whereas, other researchers have validated the model by studying Knowledge Repository Systems (Qian & Bock, 2005), e-commerce (DeLone & McLean, 2004), e-Government systems (Wang & Liao, 2008) and information systems (Iivari, 2005).…”