Measuring E-Commerce Success in Malaysia: Modified Delone Mclean Model with Trust and Privacy

Abstract

With the influx of the Internet, Business to Customer E-commerce (B2c e-Commerce) has gained popularity around the globe. Although a number of researches has been done to know the factors affecting the adoption of e-commerce, however, not much research has done to know the effects of e-commerce on online shopping success. DeLone and McLean introduced the Information System (IS) success model in year 1992, later on, refined the same model with the newer concept, to fully understand the effects of IS success. In this paper, authors have used the DeLone and McLean IS success model 2003 with addition two constructs Privacy and Trust. Seven interrelated dimensions of e-commerce were examined namely, Service Quality, System Quality, Trust, Privacy, User satisfaction and Net benefits. The proposed model and the relationship between the various constructs were measured by gathering the data from 381 users from the business faculty of Klang valley universities in Malaysia. Seven interconnected dimensions of B2C e-commerce success were confirmed namely, Service Quality, System Quality, Information Quality, Trust, Privacy along with User Satisfaction and Net Benefits. Confirmatory Factor Analysis CFA and SEM were used to analyse the collected data and proved the hypothesis. The results revealed that system quality, service quality, trust and privacy are directly related to user satisfaction which in turn directly related to net benefits, whereas information quality has no any influence on user satisfaction in terms of e-commerce.

Determinants of BSI mobile banking adoption intentions: DeLone & McLean and UTAUT Model integration with religiosity

“…The quality of support users get from the technology includes reliability, responsiveness, security assurance, and empathy (DeLone & McLean, 2003;Salim et al, 2021). Among the many service quality indicators, Ali et al (2018) and Tarhini et al (2019) found that reliability is the most crucial aspect that drives adoption intentions for technology users, while non-users are more interested in security aspects. The findings of Salim et al (2021) and Hidayah et al (2020) stated that service quality in mobile apps significantly affects a user's performance expectancy and effort expectancy.…”

“…Thus, information quality influences positive attitudes toward technology's benefits. The greater the availability of information quality in technology, the higher the individual's intention to adopt the technology (Ali et al, 2018;DeLone & McLean, 2003). Koo et al (2013) have produced findings stating that information quality can determine the performance expectancy of mobile or internet banking service users.…”

“…The DeLone & McLean model is a modern theory for evaluating the success of information systems in terms of technology use (Abdelkareem, 2021;Sabeh et al, 2021). Some observers have applied this DeLone & McLean concept to various applications to prove its relevance, including the intention of adopting mobile banking and internet banking (Mansour, 2020;Purwati et al, 2021), online shopping apps (Ali et al, 2018;Tarhini et al, 2019), telecommunications providers (Adroni & Sitorus, 2017), e-learning (Sabeh et al, 2021), and academic app (Hudin et al, 2018).…”

Analysis Of Cloud Computing Usage In Vocational School Environment Using Delone MClean

“…Mclean which resulted in conclusions in the form of a proposed research mode both the data. This means that it can be applied and can be applied practically in the e-commerce business [7]. In the Medan City Government Accounting Information System, research using the Delon Mclean method by Azizul Kholis et al concluded that of the 10 hypotheses proposed there were 4 (four) alternative hypotheses that were accepted, and the rest were unacceptable or had no effect and were not , significant.…”