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transit system, people have begun to focus on leisure activities. When the YouBike public bicycle system
was installed in the city of Taichung, Taiwan, it created a convenient transportation system network that
was set up perfectly for a tremendous impact on the local tourism industry. This has happened in parallel
with the development and proliferation of smartphones and wireless networks. The functions of mobile
applications (“apps”) have become more powerful over time, allowing people to access travel information
and share their experiences almost instantaneously. Since a smartphone’s positioning system can be used
to provide more personalized information and services, the development trend is heading toward
location-based services (LBSs) that can bring the app’s functionality closer to the needs of the user. This
study develops a personalized location-based mobile tourism application
customized tourism recommendations. It allows users to more effectively search through travel
information and arrange their trip. This study also integrates the technology acceptance model (TAM) and
the information system success model (ISSM) to present a research model that explores users’ intention to
use the PLMTA. The questionnaire survey method is used to collect our data, and the hypotheses are
tested via structural equation modeling (SEM). The results show that information quality, perceived ease
of use, and perceived usefulness significantly affect the intention to use PLMTA, while information quality
and perceived convenience are found to have an influence on perceived usefulness. Information quality,
system quality, and perceived convenience are found to significantly affect perceived ease of use, which
consequently affects the intention to use the system.
system is one such app. From the original, web-based-only system interface to mobile apps, users now
have a variety of flexible options. The rapid development of science and technology has allowed tourism
recommender systems to increase their functionality with new artificial intelligence technology such as
multi-agent technology, optimization algorithms, cluster analysis, and so on. Recommender systems have
become more complete and accurate, with interface designs that are more user-friendly [2]. While many
applications combine LBS with mobile apps, the most common
shortages have become increasingly apparent. To improve air quality and noise issues, many countries
have begun to actively promote green vehicles. The bicycle sharing system is one such method [3]. The
Taipei City Government worked in cooperation with Taiwanese bicycle company Giant to promote the
YouBike public bicycle sharing system in Taipei, Taiwan. YouBike uses advanced radio frequency
identification (RFID) technology, for increased user convenience. Chung (2010) found that the level of
satisfaction users feel regarding YouBike’s overall service is
4
good, but attention must be paid to factors such as user perceived quality (both system and service
quality) and corporate image (brand awareness) in order to build customer loyalty, which enhances users’
willingness to continue to use the YouBike system [4]. In view of YouBike’s success in Taipei, the city
government of Taichung, in central Taiwan, began building a public bicycle sharing system called “iBike”
in 2014. The government hopes to construct a comprehensive and convenient public transportation
system network for short distance transport, improving its citizens’ quality of life and promoting tourism.
Tourism recommender systems rarely use the mode of transportation as the
main consideration for system design. However, traffic problems are a major problem for foreign tourists.
Personalized recommendations are for individual users, providing one-on-one recommendation results [5,
6]. Many studies indicate that tourism recommender systems that offer personalized services are more
likely to attract user interest and can more effectively assist users to plan their trips, thereby enhancing
user satisfaction [7, 8, 9, 10]. Therefore, this study designs a personalized location-based mobile tourism
application (PLMTA). This PLMTA uses hybrid filtering technology to gather tourism information more
efficiently. The system also adopts an ant colony optimization
are no longer constrained by time and space. A tour recommender system works in combination with the
smartphone’s positioning system to collect tour information that more closely meets the user’s needs,
providing a higher quality LBS. It is more flexible to use and the operation is more immediate, so overall
efficiency is
2.3. Location-Based Services Location-based services provide the most appropriate services and
information
that can be offered at the users’ current location after confirming the user’s geographical position via the
combined functionality of a mobile device, mobile network, and the global positioning system [20]. The
Open Geospatial Consortium (2005) decreed that servicing mobile network users by combining wireless
network service with geographical information shall be referred to as “location-based service” [21]. As the
penetration rate of smartphones is high and with the rapid changes in mobile networks, new mobile apps
are being developed constantly and continuously. Using geographic location information, LBS mobile
apps provide more satisfying personalized services. Statistics gathered by market research website
eMarketer (2014) indicate that
commerce, in which the most appropriate services and advertisements are pushed to potential consumers
according to their needs and current location [23]. Thus, the major trend is to combine LBS and electronic
maps to allow the user to have a clear concept of travel time and distance. Applying this concept to a
tourism recommender system can facilitate the collection of tour information and tour planning. Yang and
Wang (2009) integrated GPS and web2.0 to create a set of mobile
location-based information recommender systems to provide personalized recommendations [24]. Their
system used the dynamic 3D text cloud to make data collection more efficient and provide users with
dynamic recommendations based on synergy-added information. Yu et al. (2009) built an intelligent
mashup recommender system based on the concept of ontology [25]. Once users revealed their tourism
needs and preferences, the system took demand conditions and past experience into consideration to
recommend appropriate tourism information. Husain and Dih (2012) adopted the TF-IDF (Term
Frequency-Inverse Document Frequency) algorithm to filter the content and build a personalized location-
based tourism recommender system [26]. Gavalas et al. (2014) adopted the systematic approach to review
the state-of-the-art in recommender systems, especially for the classification of mobile tourism
applications. They determined that a massive amount of information can be gathered from LBSs, web
technologies and social networking to provide highly accurate and effective tourism recommendations
[27].
developed in this study is based on the LBS concept. The user’s geographical location is fed to the system
via the smartphone’s positioning function. After the system applies filtering and matching, the resulting
data is written to the database and appropriate information is then presented to the user. This study
adopted Notepad as the development platform, JavaScript as the main system programming language,
and HTML5 and CSS as the screen layout tools,. Phone Gap was used to present the system in app format.
This study also adopted Google Spreadsheet as the cloud database for the system using the Google Maps
API.
1992 [38]. Six factors are involved in evaluating the success of an information system: system quality,
information quality, system use, user satisfaction, the effect on the individual user, and the effect on the
organization. Information quality refers to the accuracy, reliability, completeness, timeliness,
information. Chen & Hsiao (2012) explored user adoption of medical systems and found that system
quality has a strong influence on perceived ease of use, thereby having a strong influence on user
adoption intention [43]. Some studies have found
perceived usefulness is 50.5%. The explanatory power of perceived ease of use is 54.2%. The explanatory
power of intention to use is 60.7%. Both system quality (H3, β=.68, p<0.001) and perceived convenience
(H5, β=.28, p<0.01) have a positively influence on perceived usefulness. However, the hypothesis
regarding the effect of perceived ease of use on perceived usefulness is not supported (H7, β=-.08,
p>0.05). Information quality (H2, β=.42, p<0.001), system quality (H4, β=.16, p<0.05), and perceived
convenience (H6, β=.60, p<0.001) all have a positively influence on perceived ease of use. Information
quality (H1, β=.23, p<0.001), perceived usefulness (H8, β=.18, p<0.01), and perceived ease of use (H9,
β=.60, p<0.001) all have a positively influence on intention usage.
perceived usefulness, indicating when users feel that overall operation quality is good and they can
conveniently and smoothly operate various functions of the system, they consider the system to be more
useful. System quality has the greatest effect on users’ perception of system functionality. This implies that
a greater focus on system quality is needed for future
30 system development. However, our
hypothesis regarding the positive effect of perceived ease of use on perceived usefulness is not supported
by the data. This is probably because users believe that the system’s ease of use is not relevant to the
system’s functionality. Information quality, system quality, and perceived convenience all have a positively
influence on perceived ease of use. Three factors were found to give users the sense that the system was
easy to use, allowing them to operate the system quickly: a) the quality (i.e., accuracy and timeliness) of
the information produced by the system, b) the stability and clarity of the system architecture, and c) the
users’ perception of the convenience brought by the system. Among these, perceived convenience has
the greatest effect. When the system design is more detailed, users tend to find the system more
convenient, enabling them to operate it more easily. The biggest factor for usage intention to adopt the
system is perceived ease of use. Thus, we infer an easy-to-use system design allows users to master the
system quickly, greatly increasing their acceptance of the system. Furthermore, information quality and
perceived usefulness both own the positively influence on intention to use. This means that the quality of
the information and the ability of the system to help users complete their tour planning will positively
affect users’ willingness to use the system. The scope of the personalized location-based mobile
(PLMTA) proposed in this study is limited the Taichung area, so the amount of tourism information is also
limited. System information will be richer if the scope can be widened to include other areas.
Transportation information included in this research is limited to iBike. The operability of the system will
be better if more public transportation information is included. In terms of data collection, since it is
difficult to control the kinds of subjects sampled via an online questionnaire, the
[43]. R.F. Chen, J.L. Hsiao, An investigation on physicians’ acceptance of hospital information systems: A
case research International Journal of Medical Informatics 81 (2012) 810-820.
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yakubu.m@aun.edu.ng s.dasuki@shu.ac.uk
This study is based on the DeLone and McLean’s Information Systems Success (D&M ISS) model, which
was modified to determine the success factors responsible for the acceptance of an e-learning system
called Canvas by students of a Nigerian University.
Methodology
The study was built on the premise that system quality (SQ), service quality (ServQ) and information
quality (IQ) are determinants of behavioral intention to use Canvas and user satisfaction of Canvas, both
of which in turn influence the actual usage of Canvas. Responses from 366 students were analyzed with
AMOS 22 using structural equation model (SEM) to test the relationships between the constructs of the
proposed model.
The growth of the internet and advances in information and communication technologies (ICT) has
impacted almost every aspect of life. The education sector is one of these areas where technology has
made a massive impact. The processes involved from when a student applies for admission up till
graduation can be captured by computer applications. The internet and the web facilitate these processes
irrespective of geographical locations. Students’ usage of social media and the internet have ensured that
educationists change the traditional methods used to teach and learn. As such teaching and learning have
also been transformed. The use of learning management systems and the web enables the access to
learning resources without any boundaries of time or location.
Results from studies that have used the D&M ISS model have produced mixed results. 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,
186
Yakubu & Dasuki
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..
In the context of eLearning, the updated D&M ISS model has been applied to different types of systems.
Lin (2007) proposed a model to examine the determinants for the successful use of online learning
systems by undergraduate students. The results indicated that system quality, information, quality, and
service quality significantly influenced use via behavioral intention and user satisfaction. Lwoga (2014)
employed the model to examine the factors that predict usage of a web-based learning management
system by students. Lwoga’s research was based on prior work (Cheng, 2012; Lee, Yoon, & Lee, 2009),
which introduced a new construct, “instructor quality” that was found to significantly influence perceived
usefulness of an eLearning system. Cheng (2012) used constructs from the technology acceptance model
(TAM) (Davis, 1989) and the updated D&M ISS model (Delone & McLean, 2003) to propose a model to
examine the effect of quality antecedents on learners’ intention to use an eLearning system. Lwoga’s
results showed that system quality was a determinant of user satisfaction this also corresponded to the
results of Cheng (2012) and Chen (2010). Information quality and service quality had no relationship with
user satisfaction, which is an unexpected finding and contradicts the findings of Cheng (2012) and Chen
(2010).
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adopt new technologies to secure equal access to mobile connectivity and enable students to gain further
learning possibilities (UNESCO, 2009). M-learning is a critical component of higher education, and thus its
acceptance and adoption receives growing interest. However, recent studies (Kim et al., 2017; Hamidi and
Chavoshi, 2018) have indicated that although many universities have extended their online learning
platforms to mobile services, students’ interest and usage of m-learning is not as high as expected. Thus,
investigating the factors affecting university students’ acceptance of m-learning and their intentions to
use it in a comprehensive and integrated manner is critical (Nikou and Economides, 2017; Briz-Ponce et
al., 2017). Therefore, this study examined the behavioral intentions of university students to use m-
learning. Effective implementation of any information technology (IT)
or information system (IS) depends on user acceptance (Davis, 1989). In recent decades in the domains of
psychology, ISs, and sociology, numerous theoretical models have been developed to predict and explain
user acceptance of IT or ISs. One of the most widely cited frameworks in the field of IT and ISs is the
technology acceptance model (TAM) (Chauhan and Jaiswal, 2016; Cimperman et al., 2016; Šumak and
Šorgo, 2016; Šumak et al., 2017). However, some scholars (Sánchez-Prieto et al., 2016; Šumak et al., 2017;
Tsai et al., 2018) have contended that the TAM has several disadvantages, including (1) not providing
adequate insight into individuals’ perspectives ofnovel systems; (2) neglecting its indicators and directly
investigating the external variables of perceived ease of use (PEOU) and perceived usefulness (PU); and (3)
ignoring the relationship between usage attitude and usage intention. In their search for a more complete
IT acceptance model and to address the weaknesses of the TAM, Venkatesh et al. (2003) integrated core
elements from eight models and prominent theories (including the theory of reasoned action [TRA],
innovation diffusion theory [IDT], the theory of planned behavior [TPB], the TAM; the combined TAM-TPB,
the motivational model (MM), the model of PC utilization [MPCU], and social cognitive theory [SCT]) to
predict or explaining new technology adoption, acceptance, and usage, and proposed a unified model
called the unified theory of acceptance and use of technology (UTAUT) model. Since its introduction, the
UTAUT model has been applied
and tested extensively for predicting system usage and making technology-adoption- and technology-
usage-related decisions in various fields such as interactive whiteboards (Šumak and Šorgo, 2016; Šumak
et al., 2017), near-field communication technology (Khalilzadeh et al., 2017), mobile health (Hoque and
Sorwar, 2017), home telehealth services (Cimperman et al., 2016), and acceptance of Enterprise Resource
Planning (ERP) software (Chauhan and Jaiswal, 2016). Applied research regarding the UTAUT model has
been extensive. This model provides a framework that not only explains acceptance of IT and ISs but also
elucidates the actual use of such technologies and systems. Because of its capability to integrate different
the TAMs, the UTAUT model contributes substantially to the exploration of technology acceptance and
usage (Venkatesh et al., 2003). Therefore, this study used the UTAUT model as the theoretical
Effect of Perceived Enjoyment Perceived enjoyment is a fundamental intrinsic motivation that specifies the
extent to which fun can be derived from using IT or an IS. Regarding ISs, Park et al. (2012) defined
perceived enjoyment as “the extent to which the activity of using a specific system is perceived to be
enjoyable in its own right, aside from any performance consequences resulting from system use.”
Accordingly, in the present study, we explored the positive and negative effects of perceived enjoyment
on m-learning. The effect of perceived enjoyment on system use was confirmed in a previous study
(Sánchez-Prieto et al., 2016; Chang et al., 2017; Tsai et al., 2018), and perceived enjoyment is the most
commonly used external factor in the TAM. Perceived enjoyment is a key external factor that significantly
influences individuals’ PU, PEOU, and usage intentions toward an IS. However, few studies have examined
whether perceived enjoyment is an influential external factor in the UTAUT model. In the UTAUT model,
PE and EE are the two most relevant predictors derived from PU and PEOU, which were introduced in the
original TAM model (Cimperman et al., 2016). Accordingly, we maintained that perceived enjoyment
regarding use of m-learning has significantly positive effects on PE and EE. Based on this discussion, the
following hypotheses were proposed.
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Mobile applications are getting a great deal of interest among researchers due to their proliferation and
pervasiveness, especially in the context of digital libraries of educational institutes. However, their low
acceptance and usage are observed, hence, in-depth investigations are required in order to understand
the factors behind low acceptance and intention to use mobile library application (MLA). Therefore, the
aim of this work is to empirically explore the acceptance of MLA with a proposed model that is evolved
from the technology acceptance model (TAM). The study objects to deliver empirical provision on
acceptance of MLA. A self-administrated cross-sectional survey-based study was conducted to gather
data from 340 users of MLA. Structural equation model (SEM) with an analysis of moment structure
(AMOS) software was conducted to examine quantitative data. Results revealed that perceived usefulness
and perceived ease of use are direct significant predictors with the intention to use MLA whereas system
quality and habit are the influencing factors toward the usage intention of MLA. The findings help as a
guide for effective decision in the design and development of MLA. Further, the outcomes can be utilized
in the resource allocation process for ensuring the success of library’s vision and mission.
the huge investment of resources in technology, particularly in the MLA domain, its low usage, ignorance
and overlooking were observed by intended user (Hong, Thong, & Tam, 2006)(Yoon, 2016). Like other
regions (Europe, America) (Rafique et al., 2018)(Zha et al., 2015), with the advancement of technology,
many institutes in Pakistan are now adopting MLA, namely, COMSATS University Islamabad (CUI) and
Quaid-eAzam University (QAU) etc. Besides the tremendous increase in telecom infrastructure in Pakistan,
the acceptance and adaptation of mobile applications has been very slow. As reported by Pakistan
Telecommunication Authority (PTA), tele-density for mobile phone subscribers jumped to 68.2% with
118,316,916 users (Habib & Ateeq, 2014) . In order to verify the usage position of MLA among universities,
pre-survey was conducted from students. It was conducted to identify the status about usage of general
mobile applications during daily life routine as well as to inquire about the usage of MLA in their study
period or throughout the whole day. Online survey from both universities helped to get the statistics
about the usage as shown in Table 1, which illustrate that more than 85% of the students don’t use MLA
for their study purpose as they prefer to visit library or online search. Therefore, the aims of this study are
to investigate the adoption of MLA in the context of Pakistan and to compare its adoption with other
regions of world. Specifically, this study focuses on the identification of various factors causing low usage
and espousal of MLA launched by COMSATS university with the name INSIGNIA ILS in 2014 by extending
technology acceptance model (TAM) proposed by Davis (Davis, 1989)(Adams, Nelson, & Todd, 1992).
TAM was adapted in different research fields, namely, m-shopping (Hubert, Blut, Brock, Backhaus, &
Eberhardt, 2017), e-learning (Jeong, 2011), online libraries (Zhao, Deng, & Zhou, 2015), digital libraries
(Zha et al., 2015), and MLA (Rafique et al., 2018) to investigate the acceptance of technology. In literature,
TAM was adopted and extended with external factors on the bases of three reasons. First of all, it helps in
understanding the users’ perspective in the adoption of MLA. Secondly, TAM was adopted by different
researchers in various domains like mshopping (Hubert et al., 2017), e-learning (Jeong, 2011), online
libraries (Zhao et al., 2015), digital libraries (Zha et al., 2015), and MLA (Joo & Choi, 2015)(Aharony, 2014).
Thirdly, it helps researcher in investigating the effect of external factors on dependent variables. Therefore,
the current research extended TAM by incorporated two external factors (habit (H) and system quality
(SQ)) with the core constructs of TAM. These factors were incorporated in this research because habits of
the users usually change on the basis of system quality. Therefore, this study aims to check this effect on
intention to use MLA (Hubert et al., 2017)(Jeong, 2011). Therefore, current study selected TAM as a
proposed model, as it will help us in understanding the initial adoption of the implemented technology in
developing country context.
2003) are presented in the literature to investigate the intention of people regarding technology
adoption. Among these models, TAM has been extensively used for recognizing the factors affecting the
acceptance of technology in a variety of contexts like (USA, KSA, Korea, China, (Rafique et al., 2018)(Zha et
al., 2015)(Yoon, 2016)) and domains (m-shopping (Hubert et al., 2017), e-learning (Jeong, 2011), online
libraries (Zhao et al., 2015), digital libraries (Zha et al., 2015), and MLA (Joo & Choi, 2015)(Aharony, 2014)).
TAM was extended from the theory of reasoned action (TRA), which says, the behaviour of an individual is
determined by his/her behavioural intention (BI) whereas BI is determined by subjective norms and
attitude (Ajzen & Fishbein, 1977). TAM was proposed by (Davis, 1989) having two core factors, perceived
usefulness (PU) and perceived ease of use (PEOU). Research (Rafique et al., 2018)(Zha et al., 2015)(Yoon,
2016)(Joo & Choi, 2015) had widely used TAM
to investigate the behavior toward using new information systems and technology in a library setting
(online library resource, digital library and MLA (Rafique et al., 2018)(Zha et al., 2015)(Yoon, 2016)(Zhao et
al., 2015)(Aharony, 2014) (Miller & Khera, 2010)). The research conducted in developing countries Kenya
and Peru identified the factors influencing the usage of digital libraries by applying TAM (Miller & Khera,
2010).
Their research acknowledged PU as the key interpreter in the usage intention of the digital library.
However, PEOU was not determined as the key contributor toward the usage intention. Another study
(Park et al., 2009) examined the factors affecting the users’ acceptance and intention for the digital library
system in an emerging country context (Botswana, Ghana, Indonesia and Nepal) and the results revealed a
significant effect of PEOU on PU which resulted in increased BI toward the use of the system. Instead of
good overall effect of external factors on the intention to use, it is clear from the study that the effect of
ease of use which is the mediator of six factors is just affecting at the P-value of 0.4 and it is marginal
away from the least accepted value of P i.e. 0.5. The influencing factors on the acceptance of online library
resources at United state are explored in (Joo & Choi, 2015) where it was found that PU and PEOU
influenced undergraduates’ intention to use online library resources, However, this study is not focusing
graduate and PhD students, who has main concern with the research contents. Current research will
certainly focus on the usage intention of research scholars who have direct interaction with the research.
Similarly, (Rafique et al., 2018) supported the finding of (Joo & Choi, 2015) by reporting the influence of
PEOU and PU on the intention of undergraduate and graduate students toward the use of mobile library
application. The study describes that usage intention of online library resources is common. Besides that,
it also explains the significant positive influence of system accessibility, perceived mobility value, and
satisfaction on behavioural intention in the mobile library application. However, the result demonstrated
low usage of MLA among students. Besides the low usage of application among intended users, week
effect of perceived usefulness was also reported on behavioural intention with significant value of P<0.05,
that is not showing much effect towards the acceptance. (Yoon, 2016) concluded that PEOU significantly
influence PU which ultimately leads to the intention to use MLA. (Jeong, 2011) incorporated system
characteristic (system quality) in TAM for measuring the behavior intention of user toward e-library
through PU and PEOU in the Korean context. The result inferred the strong impact of system quality on
PU and PEOU which finally leads to the behavior intention of e-library usage. However, results are
representing the weak effect of system quality on dependent variable i.e. behavioural intention through
the core components of TAM i.e. perceived usefulness and perceived ease of use. The effect of system
quality is much weak through perceived usefulness toward dependent variable instead through ease of
use. All these studies identified various factors which are affecting the acceptance of digital, online and
mobile library application. However, they also reported the low usage of digital libraries among students
in various contexts. (Hubert et al., 2017) examined various factors for measuring the usage intention of m-
shopping by
The validity and reliability of a questionnaire in the quantitative study have its own importance. Therefore,
to ensure the reliability and validity of the questionnaire, every construct is supported with the
measurement items which were selected from appropriate literature. The survey instrument was divided
into two parts i.e. demographic portion and construct related portion, with the prior concentrating on
age, qualification, and gender. The second section asked users the degree of satisfaction of ease of use,
perceived usefulness, habit and system quality on a 7-point Likert scale that ranges from (1) strongly
disagree to (7) strongly agree. Observed variables for both perceived ease of use and perceived
usefulness were adopted from (Rafique et al., 2018), while four measurement items for habit were selected
from (Venkatesh et al., 2012). Further, 4 observed variables for system quality were adapted from (Jeong,
2011). The instrument used in this study is presented in appendix A.
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ABSTRACT This paper presents a quantitative study on the users’ acceptance of mobile phone payment
systems (MPPS). Basing on the technology acceptance model (TAM), the study specifically evaluated the
influence of ease of use; perceived usefulness; service quality; and information systems qualities of
payment systems in the adoption and use of MPPS. A questionnaire survey was carried with 300 users out
of which 260 were clean for data analysis using SPSS version 21. To supplement the survey, the study
deployed interviews. The regression results indicate significant influence of the regressed variables with
slightly low values of the adjusted R-square. The findings on information quality and perceived usefulness
had lesser influence (beta values below average) whereas ease of use, and services quality were positively
rated factors to accepting the systems. Several other factors behind acceptance were also identified in the
interview, including premium pricing, level of understanding, and perceived risks. The findings extend
knowledge on the application of TAM to mobile payments in a developing country such as Tanzania. They
provide awareness on contributory factors to accepting the technology to Tanzania Communication
Regulatory Authority (TCRA) and country’s central bank, Bank of Tanzania (BoT) in their managing and
controlling processes. They also provided practitioners with knowledge on the challenges and ways of
tapping into the advantages of ICT. The findings were limited to four regions in Tanzania.
This scenario raises a question regarding why these payment systems services are not fully utilised by the
multitudes of users who have embraced the mobile phone technology. There are long queues in bill
paying stations when the mobile phone payment system can support that and reduce such hassles. One
can go as a far as pay for water bills, top up airtime credits, and buy electricity power units, which can all
be simplified by MPPS. This situation leaves a lot of unanswered questions. Why are these systems not
fully utilised? How user-friendly are the payment systems? How useful are they? What is the level of
service quality? What are the qualities of the information contain in the systems? To answer these
questions, the research adopted the Davis Technology Acceptance Model using the following factors: Ease
of use of payment systems; Perceived usefulness of payment systems; Service quality of payment systems;
and Information systems qualities of payment systems. These factors were used to test whether they have
a bearing on accepting/adopting the Mobile Phone Payment Systems (MPPS) in Tanzania.
Theoretical Framework Generally, the use of technology has received a lot of attention in research. The
main model commonly used is Davis’ (1989) Technology Acceptance Model The model explains that the
application of technology is guided by two factors: Perceived ease of use and perceived usefulness. This
model has been tested under various conditions by various researchers and found to be fine. DeLone and
McLean (1992) define usage as a dependent variable from information quality and system quality. This
definition by DeLone and McLean (1992) was further examined by, for example, Seddon (1997) who
questioned the real meaning of use. The term “use” can lead to multiple interpretations such as benefit
from use, future use, and event in the process of future benefits,
Both models have been tested widely. For example, Zhou (2011) examined the critical success factors of
mobile website adoption. Zhou (2011) collected data using a questionnaire survey, and analysed data
using the structural equation modelling technique. Zhou (2011) found that system quality is the main
factor affecting the perceived ease-of-use whereas information quality is the main factor affecting the
perceived usefulness. This research, therefore, assumed that usage of any technology was dependent on
perceived ease-of-use and perceived usefulness (Davis, 1989) as well as information quality, systems
quality and service quality (DeLone & McLean, 1992; DeLone & McLean, 2003). Both of these models have
been tested in various countries, industries, and situations (Igbaria & Tan, 1997; Seddon, 1997). Davis’
(1989) Technology Acceptance Model has been expanded enough to morph into Technology Acceptance
Model 2, and others.
Ease-of-use of payment systems to the adoption and use of mobile payment systems Davis (1989)
provides a basis of this analysis. His study established that perceived ease-of-use has a direct effect on the
intention to use technology. From these studies, it was hypothesised that there is a relationship between
Perceived ease-of-use and the adoption and use of the Mobile Phone Payment Systems (H1).
The study captured the demographic information (in terms of gender, educational level and monthly
income); electronic payment experience and use; ease-of-use; perceived usefulness; service quality; and
information System quality of MPPS. In all, 300 respondents received survey questionnaire based on their
awareness and/or engagement in mobile phone transactions systems. The completed questionnaires were
checked for plausibility, integrity and completeness resulting in 260 usable cases. We also randomly
interviewed a number of respondents to obtain their views for our survey findings. Afterwards, we
incorporated some of their comments in the results of the findings and discussion of this paper. The main
tools used for the analysis and interpretation of data were multiple linear regression models and
descriptive statistics. The inclusion of multivariate techniques boosted the robustness of the results in
addition to reducing the risk of exposure to misinterpretations that could be associated with the use of
simple bivariate analyses postulated in methodological study on the digital divide by Vehovar, Sicherl,
Husing and Dolnicar (2006).

ANALYSIS AND INTERPRETATION OF FINDINGS Sample profile The sample profile is presented as Table 2.
The results indicate the sample to be gender balanced with both male and female percentages gyrating
around 50 percent. A large segment of the respondents (52.3%) had a university degree and had basic
education offered in Tanzania (27.7%). A sizeable number of the respondents (28.5%) appear to originate
from low income earners of the sample, whereas a greater number (45.7%) were from the middle income
group. The sample profile indicated that45 percent had satisfactory experience with use of mobile
payment systems. It was also found that 42 percent of the respondents use MPPS to recharge their airtime
followed by 40.3 percent who use the scratched voucher whereas 17.7 percent use the agent to recharge
electronically.
The study findings developed the grounds for the establishment of MPPS, which to a larger extent, have
to do with the reduction of transactional cost of which the customer has to pay the service provider
relative to the use of the debit card. Despite efforts aimed to reduce transaction fees pertaining to any
bills payment transactions, this did not motivate the consumers to accept MPPS as the alternative sources
of revenue. In fact, most of the users of the MPPs were time unconscious, small and a bit medium income
spending and did not like the idea of paying for a small amount bill when there was a free substitute and
acceptable payment system involving cash.
The usefulness of the MPPS was taken from an angle of being a major alternative to the debit card
systems in particular. The reason being the MPPS involve smaller fees than the debit card systems.
Nevertheless, the banks had great deal of power in transaction fees because of their large customer base.
In this regard, merchants found it difficult to negotiate transactional fees with these parties. Recognising
the usefulness of the MPPS, in transferring the value faster and at a cheaper rate, banks in Tanzania have
also introduced mobile payment as part of their customer service.
To capture the acceptance of the MPPS, providers have to strategise on how a service has to respond to
user perception. These may be in the form of user-friendly information package for all categories of
potential users, feedback on the product usage and prompt feed forward in a case of blockage
experiences of the user. It is also concluded in relation to perceived usefulness that, consumers may not
necessarily understand well the potential benefits of a particular solution being developed by ICT system
developers to support a specific business model. As such, service providers have to create a platform to
enable users to detect before blindly plunging into a system its benefits. With technology at hand, many
things are possible, but final success of mobile payments systems is determined by user acceptance. It is
worth developing phone payment systems that take cognisance of the technology in place in addition to
incorporating the requirements of customers and service providers.
DeLone, W. H., & McLean, E. R. (2003). Information system success: The quest for the dependent variable.
Information System Research, 19 (4), 10-25.
DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable.
Information Systems Research, 3 (1), 60-95.
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M Nasir Yakubu American University of Nigeria yakubu.m@aun.edu.ng

Salihu Ibrahim Dasuki Sheffield Hallam University, UK s.dasuki@shu.ac.uk
Abstract
This study is based on the DeLone and McLean’s Information Systems Success (D&M ISS) model which
was modified to determine the success factors responsible for the acceptance of an e-learning system
called Canvas by students of a Nigerian University. The study was built on the premise that system quality
(SQ), service quality (ServQ) and information quality (IQ) are determinants of behavioral intention to use
Canvas and user satisfaction of Canvas, both of which in turn influence the actual usage of Canvas.
Responses from 366 students were analyzed with AMOS 22 using structural equation model (SEM) to test
the relationships between the constructs of the proposed model. The results partially supported the effect
of the quality antecedents on behavioral intention and user satisfaction of students. There was full support
for the relationship between behavioral intention and user satisfaction of students on their actual usage of
Canvas. The study aims at contributing to the formulation of strategies and methods to be used to
enhance the adoption of eLearning systems in developing countries, specifically Nigeria. Keywords:
eLearning systems, IS success, Universities, Nigeria.
The growth of the internet and advances in information and communication technologies (ICT) has
impacted almost every aspect of life. The education sector is one of these areas where technology has
made a massive impact. The processes involved from when a student applies for admission up till
graduation can be captured by computer applications. The internet and the web facilitate these processes
irrespective of geographical locations. Students’ usage of social media and the internet have ensured that
educationists change the traditional methods used to teach and learn. As such teaching and learning has
also been transformed. The use of learning management systems and the web enables the access of
learning resources without any boundaries of time or location. ELearning is a product of the evolution of
the learning process due to the application of ICT in the classroom. According to Benninck (2004),
eLearning is the use of technology such as the internet, web applications and computing equipment to
facilitate teaching and learning. The benefits of eLearning to students and instructors cannot be
overemphasized. ELearning enhances the teaching and learning process, it provides access to education
curriculum, reduces the long term costs of learning and through distance learning it expands educational
opportunities, (Lwoga, 2014). Studies have shown that eLearning is an effective method of instruction and
increasing knowledge, (Lwoga, 2011; Salter, Karia,Sanfilippo, & Clifford, 2014). ELearning has also been
found to motivate students’ interaction and ease communication, (Arkorful & Abaidoo, 2015). Despite the
global penetration of eLearning systems, only a few Nigerian higher education institutions have embraced
eLearning. In developed countries, eLearning is well established due to the enormous amount of
resources that have been invested into the education sector. Developing countries, like Nigeria, are still at
an infancy stage and this is mainly due to the unique challenges faced by higher education institutions.
Inadequate infrastructure, lack of funding, overcrowded classrooms and the dearth of instructors are cited
as some of the challenges faced by educational institutions in Nigeria (Boyi, 2014). These generic
challenges, identified by Boyi (2014), can be extended to the implementation of technology (eLearning) in
the classroom in Nigerian universities. For example, lack of funding will hinder the purchase and
implementation of technology in Universities, the training required by the instructors and technical
support. Mtebe et al. (2014) also highlighted the cost of acquiring, managing, and maintaining ICT
infrastructure as a challenge to adopting and implementing eLearning in sub-Saharan Africa. They also
stated that these costs can be significantly reduced by implementing cloud versions of the eLearning
applications (ibid). While this is true, the challenge of students and instructors accessing the internet for
course material will pose a bigger threat to the adoption of eLearning as the students and instructors will
be responsible for internet and mobile device costs. In order to ensure the adoption of eLearning
technology, there is a need to identify the factors that contribute towards the acceptance of eLearning by
students of Nigerian Universities. So far there has been very little research carried out to understand the
factors responsible for students’ adoption of
eLearning in Nigeria and this could be due to the relatively small number of higher education institutions
that have the facilities and resources to implement eLearning. One notable study on the acceptance of
eLearning in a Nigerian University was done by Yakubu and Dasuki (2018). The research employed the
UTAUT framework to investigate the factors responsible for influencing the students’ usage of Canvas
learning management system (LMS). The UTAUT (unified theory of acceptance and use of technology)
framework, by Venkatesh et al. (2003), was formulated to explain user’s behavioral intentions to use
technology based on four fundamental constructs namely: performance expectancy, effort expectancy,
social influence, and facilitating conditions Yakubu & Dasuki (2018) called for further research using other
frameworks to investigate Nigerian students’ acceptance of eLearning. In an attempt to answer the call
posted by Yakubu & Dasuki (2018), this study uses a modified version of the updated DeLone and McLean
information systems success model (D&M ISS) as a theoretical lens to identify the factors responsible for
the acceptance of eLearning by Nigerian students. The study aims at examining the system and
information design attributes and their relationship to use of eLearning technologies via behavioral
intention and user satisfaction. The eLearning application under investigation in this study is called Canvas
LMS. Canvas LMS is used to organize courses using a unified calendar and syllabus system, facilitate
discussion forums, plagiarism checks, and to set up and grade assignments and quizzes. The findings from
this study will provide a theoretical foundation and empirical evidence explaining the determinants
responsible for the successful usage of Canvas LMS by students of a Nigerian higher education institution.
Literature Review
The original DeLone and McLean’s Information Systems Success (D&M ISS) model (DeLone & McLean,
1992) was formulated to identify the factors responsible for defining information systems success. Six
factors were identified as shown in figure 1. System quality and information quality were responsible for
influencing use and user satisfaction of information systems. Use and user satisfaction influence each
other and they both have an influence on individual impact which in turn influences organizational
impact.
Knowledge Repository Systems (Qian & Bock, 2005), eGovernment systems (Wang & Liao, 2008), and a
mandatory information system (Iivari, 2005). Results from studies that have used the D&M ISS model have
produced mixed results. 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 and Jagannathan. 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’s 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.. In the
context of eLearning, the updated D&M ISS model has been applied on different types of systems. Lin
(2007) proposed a model to examine the determinants for the successful use of online learning systems
by undergraduate students. The results indicated that system quality, information, quality, and service
quality significantly influenced use via behavioral intention and user satisfaction. Lwoga (2014) employed
the model to examine the factors that predict usage of a web based learning management system by
students. Lwoga’s research was based on prior work (Cheng, 2012; Lee, Yoon, & Lee, 2009), which
introduced a new construct, “instructor quality” that was found to significantly influence perceived
usefulness of an eLearning system. Cheng (2012) used constructs from the technology acceptance model
(TAM) (Davis, 1989) and the updated D&M ISS model (Delone & McLean, 2003) to propose a model to
examine the effect of quality antecedents on learners’ intention to use an eLearning system. Lwoga’s
results showed that system quality was a determinant of user satisfaction this also corresponded to the
results of Cheng (2012) and Chen (2010). Information quality and service quality had no relationship with
user satisfaction, which is an unexpected finding and contradicts the findings of Cheng (2012) and Chen
(2010). Research Model
This study adopts the six variables used in the updated DeLone and McLean IS success model (D&M ISS
model) to determine the factors responsible for the usage of an Canvas LMS by students of a private
university in Nigeria. The updated D&M ISS model was chosen as the basis for this study as it has been
tested and validated previously, especially in the domain of elearning adoption (see Mtebe & Raisamo,
2014a; Lwoga, 2014; Lin, 2007; Mohammadi, 2015). In Nigeria, Ajoye et al., (2014) used a conceptual
model adapted from the updated D&M ISS model to investigate the effect of the quality antecedents on
user satisfaction of the postgraduate school portal for the University of Ibadan. The results from Ajoye et
al. (2014) showed that the quality antecedents significantly influenced user satisfaction thus justifying the
investment in the school portal. Further support for this claim, in the context of eLearning in Nigeria, is the
need to assist other higher education institutions aiming to adopt eLearning systems. Another reason for
selecting the D&M ISS model is in order to meet the objectives of this study which is to examine the
system and information design attributes of Canvas LMS. The D&M ISS model is a natural fit because it
captures both the information and system qualities unlike other acceptance theories that only cater for a
subset of these attributes. For example the “perceived ease of use” construct used in the technology
acceptance model (TAM) by Davis (1989) only captures how easy it is to use the technology which is only
one out of six attributes that measures system quality according to Jalote (2008). The six attributes as
identified by Jalote (2008) are functionality, reliability, usability, efficiency, maintainability and portability.
The system quality construct in the D&M ISS model measures most of the attributes depending on the
context it is used in.
Service Quality (ServQ) Service quality which is similar to the facilitating conditions construct in the unified
theory of acceptance and use of technology (UTAUT) model (Venkatesh, Davis, & Davis, 2003)
encompasses the support rendered by either the developers of the system or a support team such as the
IT department. The characteristics of ServQ in this study include knowledge, empathy, responsiveness and
effectiveness of the software support unit of the University whose responsibility is to support the
eLearning system. Similar to previous studies, it is hypothesized that ServQ will influence user satisfaction
(Ramayaha, et al., 2010; Freeze, et al., 2010; Mohammadi, 2015) and behavioral intentions (Ramayaha, et
al., 2010; Mohammadi, 2015). Thus: Hypothesis 3a: Service quality will have a positive influence on user
satisfaction with Canvas LMS.
The context of this study was in a mandatory setting which was believed to affect some of the
hypothesized relationships. To really understand student’s perception about eLearning tools future
research should consider students perception to adopt eLearning in a context were usage is voluntary.
This study was conducted using quantitative methods which employed the use of an online survey to
gather responses. These responses are limited by the students’ ability to reliably remember their
perceptions towards the use of Canvas as well as their willingness to sincerely self-report. The use of a
mixed method in future studies could provide more insights on the students' adoption of eLearning
applications. The study also omitted the net benefits construct as proposed by DeLone and McLean (2003)
which would have been adapted to capture the benefits of eLearning to the students. Future research
should consider the inclusion of this important success factor. Finally, this study concentrated on the
adoption of eLearning by students without any consideration to instructors input into Canvas or their
adoption to the eLearning system. ELearning applications, like Canvas LMS, are heavily dependent on the
usage and input by the instructors. Future research could investigate the factors that influence instructors’
behavioral intentions to use eLearning applications and also the effect that the instructors have on
students’ adoption of eLearning.
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out to provide meaningful learning experiences for students, without being burdened by demands
completing all curriculum achievements for grade promotion and graduation [1]. The Luqman Al-Hakim
Balikpapan Integral Education Institute is one of the schools that has just adopted technology-based
learning in the new school year at the start of the pandemic. Previously, teaching and learning activities at
this school were carried out with the help of Google Classroom. However, due to the limitations of Google
Classroom in providing automated quizzes and tests, the school decided to adopt a new e-learning
platform, namely NUADU. The NUADU platform is a paid educational application that helps to achieve
goals and provide education according to the needs of the organization. The platform is filled with exam
question banks, which contain thousands of contents that meet the national curriculum. The NUADU
data-based system helps identify student learning limitations by providing content and tools to facilitate
learning needs. NUADU evaluates and tracks progress through analysis, reporting, and progress charts
and provides educators and students with insights [2]. Schools hope to apply NUADU as a medium of
online learning that can help achieve the vision, mission, and goals of the school as well as designing and
monitoring student learning online. The selection of the e-learning platform must be in accordance with
the needs of the school to determine the
acceptance and utilization factors of a system. However, the application of an e-learning system such as
NUADU certainly has concerns that need to be addressed. Implementing a new system in schools can be
very complex and inconvenient for users [3]. Based on the results of interviews conducted with the
principal of the elementary school of Luqman Al-Hakim, NUADU as a paid platform has various complex
functions. The current implementation of NUADU has problems, namely that some teachers still do not
understand enough to access the learning features provided by the platform. So that the use of the
features that exist in NUADU is not maximized by the teacher. This causes the use of NUADU's paid
platform to be less effective [4]. To be able to assess and determine the factors that can affect the
acceptance of the NUADU system, an evaluation activity is needed. In a study conducted by Alharbi et al.,
they proposed and modified the Technology Acceptance Model (TAM) as an effort to help public
universities, especially in Saudi Arabia, predict the behavior of using learning management systems (LMS)
[5]. Then in Mohammadi's research, he proposed an integrated TAM and DeLone & McLean model to
predict the actual use of user e-learning systems in Iran [6]. Recent research on e-learning during a
pandemic, such as research by Sukendro et al., uses the TAM method to understand the factors that
predict the use of e-learning through path analysis of Indonesian physical education students [7].
However, there is still no research on the acceptance analysis of NUADU e-learning. Therefore, based on
the problems described and literature research, the appropriate information system evaluation model to
evaluate the acceptance of the NUADU platform is the Technology Acceptance Model (TAM). To analyze
the acceptance of the NUADU platform, this research was carried out.
organizations can be considered as the main determinant of the performance of any IS project. There are
several models commonly used in evaluating information systems, namely the Technology Acceptance
Model (TAM), End User Computing Satisfaction (EUCS), Task-Technology Fit (TTF), Human, Organization,
Technology Fit (HOT Fit), and Unified Theory of Technology Acceptance and Utilization (UTAUT). Based on
the information system evaluation models that have been described, an analysis result is obtained that
can be used as a consideration for using the evaluation model in research. The EUCS model only
emphasizes the evaluation of the technical aspects. At the same time, the TTF model states that
information technology is only used if its features and advantages can be used to assist users in doing
their work. Then for the HOT-Fit model, the human variable does not explain in more detail the factors
that affect technology acceptance. Furthermore, the UTAUT model, according to research conducted by
Al-Gahtani, et al. shows that the limitation of UTAUT is that it cannot adapt to different environments such
as the cultural differences between Saudi Arabia and the typical western culture, which becomes an
obstacle for them to use UTAUT to analyze technology adoption by workers in Saudi Arabia [8]. In
contrast to the TAM model, this model emphasizes 2 main variables, namely user convenience and
perceived benefits in influencing each individual's intention to use the newly adopted technology.
According to the meta-analysis research conducted by William RK and Jun He, some good results have
been achieved when using the TAM model.
adopt the system are predicted by perceived usefulness and ease of use. TAM was first proposed by Davis
in 1986. In TAM theory, it is believed that ease of use can also predict perceived usefulness. In addition,
the behavioral intention of adopting the system is predicted by attitude and perceived usefulness. Then,
the behavioral intentions are used to predict actual usage described as system usage. Several technology
acceptance theories are quite well known and used throughout the world, including TRA, TPB, TAM,
TAM2. In gathering general information about one's views on using technology, TAM is simpler and faster.
This was revealed based on the TAM meta-analysis research conducted by Legris et al in 2003 [10]. The
TAM construct has five main structures. The following is an explanation of each TAM structure:
Perceived ease of use (PEU): Ease of use is defined by a measure that according to individuals can easily
understand and use computers [11].
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needed in order to improve the quality standard of education because e-learning is the use of internet
technology in the delivery of learning based on three criteria, namely: (1) elearning is a network with the
ability to update, store, distribute and share teaching materials or information, (2) deliveries that are up to
the last user via computer using standard internet technologies; (3) focusing on a broader view of learning
behind the traditional learning paradigm (Rosenberg, 2001). But the term e-learning is actually not just
limited to the internet alone, it refers to the definition of e-learning based on Glossary of elearning Term
which states that e-learning is an educational system that uses electronic applications to support the
process of teaching and learning with internet media, computer network and standalone computers [8].
But it is undeniable that internet-based learning is one of the most popular e-learning manifestations
today.
to measure the extent to which the level of user acceptance of e-learning technology. The survey was
conducted to a number of respondents with a total of 85 people who asked their level of approval of each
variable in TAM. Selection of respondents conducted by purposive sampling i.e. students with criteria
have been using e-learning system at XYZ university. The TAM model as mentioned earlier has five
variables: perceived ease of use, perception of benefits, attitude to use, interest in use behavior and actual
system use [7,13,15]. In its
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Indonesian Journal of Electrical Engineering and Informatics (IJEEI) Vol. 6, No. 3, September 2018, pp.
281~291 ISSN: 2089-3272, DOI: 10.11591/ijeei.v6i3.505
281
E-Learning Success Model: An Extention of DeLone & McLean IS' Success Model
Henki Bayu Seta1, Theresia Wati2, Anita Muliawati3, Achmad Nizar Hidayanto4 123Faculty of Computer
Science UPN “Veteran” Jakarta, Jalan RS Fatmawati, Indonesia 4Faculty of Computer Science, Universitas
Indonesia, Indonesia
Article Info Article history:
Received May 23, 2018 Revised Aug 23, 2018 Accepted Sep 6, 2018
Keyword: Education
E-learning E-learning system success Individual Impact Use
ABSTRACT
Learning by using e-learning system at this time become an important part of university to carrying out
the education. Learning by e-learning system is very supportive to conventional learning, so it is necessary
to measure the success of e-learning implementation. In this article, the research model was developed by
integrating. DeLone& McLean IS concept of success model and adoption model of e-learning success.
The variables that used in this research is technical system quality, service quality, content and information
quality, use, user perceived satisfaction, and individual impact. Data collection is by conducting surveys to
e-learning users which is lecturers and students. To test the model that has been developed, conducted a
survey on UPN "Veteran" Jakarta with the total number of respondents as many as 180 respondents and
obtained 157 respondents who fill the questionnaire correctly. This research, shows both the use and
satisfaction of e-learning system have an impact for individual performance. This research also found that
educational system quality and technical quality are the main factors that encourage user satisfaction with
e-learning system, while the use of elearning system that influenced by content & information quality,
also user perceived satisfaction for e-learning system.
implemented e-learning system in recent years. Through this research, it is hoped that the success model
of elearning system will be more suitable to the Indonesian context.
success of information systems that affect to each other. The model consists of six factors or variables that
is system quality, information quality, satisfaction, use, individual impact, and organization impact. The
measurement of the success variables of information systems can not be measured independently but
must be as a whole. Variables that one will affect the other variables. Based on Figure 1, the quality of the
system, and the quality of the information affect the user to use information systems and user satisfaction
while using information systems. Variables of use and satisfaction of the use information systems will
affect each other and will have an impact on the individual so as to improve the individual performance.
Increased individual performance will have a good impact on the organization. The quality of information
systems is influenced by data accuracy, easy to use, convenience factor,
user realization, system features and functionality, accurate, flexible, efficient, reliable, and sophisticated
systems, system integration, has good response time and turnaround time. The quality of information can
be measured by relevance, usefulness, informative, easy to understand, consistent, comprehensiveness,
novelty of information, and not double meaning [3].
the benefits felt by the individual and will have an impact on the organization after using the information
system. Information system user satisfaction will affect the interest to use information system and the use
of information system will give satisfaction to the user. Net benefits will affect the interest to use and user
satisfaction with the information system. Net benefits can be measured through cost savings, expanded
markets, incremental additional, sales, reduced search costs, and time savings.
determinant between use and user perceived satisfaction like, Technical System Quality (TES), Educational
System Quality (ESQ), Service Quality (SQ), and Content & Information Quality (CIQ) as can be seen in
Figure 3. Technical System Quality (TES) measuring the quality of e-learning system techniques that
related to system navigation, ease to finding information, structured, fast accessing, having security,
flexibility, ease to integration with other systems, reliability which is high, has an interactive and structured
design. Educational System Quality (ESQ) measuring the quality of educational system related to
communication facilities, attendance, collaborative, and active learning, evaluation of learning, outcomes,
communication facilities, storage and sharing documents, effective and efficient sharing of information.
Serving Quality (SQ) measuring the quality of e-learning system services related to help desk support in
the provision of assistance services and the speed of responding to complaints against problems that
occur, available documents and other information in e-learning. Content & Information (CIQ) measuring
the quality of information and content from e-learning information system regarding usability, ease of
understanding, reliability, timeliness, accuracy and organized. While Use (U) describes the use of e-
learning system for information retrieval, publication
3.1. Relationship between e-Learning System Quality and Use Research conducted by [6], found a positive
relationship between information quality and use e-
learning system. The quality of information has significant impact on the use of e-learning for example the
cource content. Good content criteria are easy to come by, useful, easy to understand, interesting, and
reliable. If system has content and easy to navigate and well structured functionality, it will increase
system usage. Through the translation, the authors suspect that there is a positive relationship between
the quality of e-learning system with the use of e-learning system formulated in the following hypothesis:
H1: The quality of technical system affects the use of e-learning systems. H2: The quality of education
system affects the use of e-learning systems. H3: Service quality affects the use of e-learning system. H4:
The quality of information and content affects the use of e-learning systems
the quality of information and content and affect to user satisfaction. There is a positive relationship
between the quality of the engineering system, the quality of information & content, and the quality of
the education system with user satisfaction. Service quality is requirement of an e-learning system for
efficient services, as measured by responsiveness, empathy, trust, and security [4][7].Quality of service is
essential for satisfaction and use [8][9][10], and in the context of e-learning service quality positively
impacts the use of e-learning and user satisfaction. The quality of the e-learning system includes the
user's function, utility, navigation, and accessibility [6].Through the translation, the authors suspect there is
a positive relationship between the quality of e-learning system with the perception of user satisfaction e-
learning system formulated in the following hypothesis: H5: The quality of the technical system affects the
perceptions of user satisfaction of e-learning information systems.
H7: Service quality affects the perception of user satisfaction of e-learning information system. H8: The
quality of information and content affects the perception of user satisfaction of e-learning information
systems.
satisfaction, the greater to individual impact [2] [7] [11]. The study of e-learning success reports that user
satisfaction has a significant impact on values and positive impact on individual performance [12] [13].
User satisfaction is one measure of the successful use of an e-learning system to help their tasks, for
example, retrieve and publish information and communicate with other[14]. The usefulness perception of
the system used encourages the level of user satisfaction with the system. Through the translation, the
authors suspect there is a positive relationship between the perception of user satisfaction with the use of
e-learning system. And individual impacts are positively influenced by the use and perception of user
satisfaction formulated in the following hypotheses: H9: Perceptions of user satisfaction of e-learning
information system affect the use of e-learning system. H10: The intensity of the use of e-learning
information systems will have an impact on individual users. H11: Perceptions of user satisfaction e-
learning information system will impact on individual users.
Table 6. Hypothesis Testing Result Path Coefficient

0.212535 0.319487 0.242574 0.100001 0.091466 0.494027 0.338279 0.466813
T-Value 1.696448 2.484542 2.151861 0.960001 0.808316 5.729435 3.352588 4.973127
Information
Significant Significant Significant
Not significant Not significant Significant Significant Significant
Results
Hypothesis accepted Hypothesis accepted Hypothesis accepted Hypothesis Rejected Hypothesis Rejected
Hypothesis accepted Hypothesis accepted Hypothesis accepted
The following regression equations in this study are made in accordance with the above model:
UPS = 0.31*TSQ + 0.24*ESQ + ɛ1 Use = 0.21*CIQ + 0.49*UPS + ɛ2 II = 0.33*Use + 0.46*UPS + ɛ3
Through regression equation it can be seen that user perceived satisfaction is influenced by technical
system quality and educational system quality. Use variable is influenced by content & information
quality, and user perceived satisfaction. Use variable proved most influenced by user perceived
satisfaction with a value of 0.49. Finally, e-learning will affect individual users affected by the use variable
with a value of 0.33 and user perceived satisfaction with a value of 0.46.
use in accordance with the results of research conducted by other researchers [10][11][15][12]. The
management must maintain service quality by means of, forming a helpdesk section, providing services
and explanations online to assist in the use of e-learning. Result indicates that content and information
quality has no significant impact user perceived satisfaction. The content & information quality should be
retrievable, useful, understandable, interesting, and reliable. And educational system quality and technical
system quality has no significant impact use.The management need to make continuous improvements to
the education system quality factors such as collaborative and active learning, learning outcome
evaluation that allows users to view their academic achievement as well as the facilities easy and
convenient communication between users of e-learning. In addition, the management must always
maintain the quality of the technical system by means of ease of finding information, ease of integration
with other systems and high reliability.
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Background: The increasing usage and development of e-commerce in Indonesia, demands competition
between e-commerce that exists. To be successful e-commerce should be balanced with a good
information system. Some clinical research has established what factors that affected the success,
including DeLone and McLean. According to their e-commerce success model, there are six variables that
affect e-commerce success, system quality, information quality, service quality, use, user satisfaction, and
net benefit Objective: The study aims to analyze the relationship between system quality, information
quality and service quality to user satisfaction and use. In addition, the study aims to analyze the
relationship between user satisfaction and use to a net benefit. Methods: This study draws on the DeLone
and McLean Model of Information System (IS) success model. It is a quantitative study that was conducted
in the form of a survey of 110 users of each Lazada, Bukalapak, and Shopee users. Results: By applying
DeLone and McLean model, this findings confirmed four hypotheses were significant in Bukalapak,
Lazada, and Shopee. Conclusion:There were significant effect between the system quality on user
satisfaction, service quality on use, service quality on user satisfaction and user satisfaction on net
benefits. Meanwhile, system quality had insignificant effect to use and also information quality to use in
Bukalapak, Lazada, and Shopee.
that exists. One of the successful keys to e-commerce is the information system. Successful e-commerce
should be balanced with a good information system (IS) because without it, there would be no
transaction. They need to know what factors of the information systems that become a key to be
successful e-commerce and identify the relationship between all variables that make a good IS. In 1992,
the information systems success model used as a framework and model for measuring the complex
dependent variable in IS research was presented by DeLone and McLean [3]. Ten years later, in 2003, they
[4] proposed enhancement in the original model by doing research that apply and validate, the model.
Based on the research, minor refinements had proposed to the model and updated DeLone and McLean
A. E-commerce E-commerce is a tangible form of progress in information systems technology in

Indonesia. Information systems
technology itself, consists of 3 elements, namely system elements, technology elements and information
elements. System elements are defined by Wilkinson et al [6] as a group that interacts in a shared function
to achieve the stated goals. The system coordinates the resources needed to convert inputs into outputs.
The second element is the technology. According to Jogiyanto [7], technology can be grouped into two
categories, namely computer system technology (hardware and software) and telecommunications system
technology. The third element is information. Information according to Wilkinson et al [6] is a collection of
data that has been transformed and become more valuable or meaningful in a particular process.
Information systems technology has five main roles in the organization [7], namely: efficiency,
effectiveness, communication, collaboration, competitive. Reflecting on the importance of this role, this
study further researching information systems in e-commerce.
IS success based on this review. In 1992, six variables of IS success were identified, namely system quality,
information quality, use, user satisfaction, individual impact, and organizational impact. However, these
are not independent but interdependent. This model is based on previous research on the communication
theory of Shannon & Weaver [8] which states that technical levels explain how information can be
produced from the accuracy and efficiency of the system, the semantics level measured the success in
delivering information. Mason [9] introduced a theory called the Information "Influence" Theory whose
emphasis is on the influence of information. Mason, then replaced the term effectiveness with influence.
This level of influence contains the sequence of events of influence, namely receipt of information
(receipt), influence on recipient and influence on the system. This model was then applied by DeLone and
McLean to yield six variables or aspects of information systems. They are system quality, information
quality, use, user satisfaction, individual impact, and organizational impact. After the publication of the
success model by DeLone and McLean [3], many IS researchers modified the model. In 2003, service
quality had
system use. The hypotheses H1 was then rejected. This result was the same with the research conducted
by Chong et al [14] which stated that system quality had no significant relationship to use. This can occur
due to a factor of trust. Although e-commerce has deficiencies in system quality but it has no significant
impact on the use of e-commerce because of trust. Meanwhile, the results of other studies conducted by
Venkatesh et al [18] showed that the relationship of system quality to use can be influenced by the
system's novelty. Research conducted by Marjanovic et al [19] also showed that the relationship between
system quality and use can be significantly influenced by factors from the information system
development team on e-commerce internal. For example, every e-commerce development team must be
able to see new potentials that can increase the success of e-commerce, so that the system can continue
to grow and use level will increase. Based on this research, the system quality of Bukalapak, Lazada and
Shopee had a significant effect on user
effect on use, so hypothesis H3 was rejected. This result is in accordance with the research conducted by
Khayun et al [24] where the information quality had no significant effect on use but had an effect on user
satisfaction which in turn will affect use. The more satisfied users of Lazada, Bukalapak and Shopee, the
system use will also increase. This is also confirmed by research conducted by Baron & Kenny [25] where
information quality had indirectly affected use through user satisfaction. McGill et al [20] study also stated
that there are indirect effects of information quality through user satisfaction with use. The insignificant
influence between the information quality on use can also be caused by the existence of mandatory
nature of the system use, as expressed by Goodhue & Thomson [26] and Iivari [27]. Meanwhile, according
to Rai et al [28], there was significant influence between information quality to use, when measured from
system dependence. If the user feels a dependence on an information system, this will cause the use level
to increase. Research conducted by Wang et al [29] stated that the information quality can have a
significant effect on use because of the trust factor. The existence of trust factors can increase the
intensity of use. This study showed the information quality of Shopee and Lazada significantly influence
user satisfaction while
supported. Research conducted by Shaw et al [33] supports this research, where service quality had a
significant influence on user satisfaction because of the good response time of the support team so as to
increase the satisfaction of users. Other research conducted by Coombs et al [34] also mentioned a
significant influence, and this was due to the presence of friendly support staff so that users become more
comfortable when using information systems. This study shows that the use variables at Bukalapak had a
significant effect on net benefits. It is the same with
research conducted by Yuthas & Young [35] which stated that use had a significant effect on net benefits
because of the duration of the system usage. In addition, according to Halawi et al [36], use affected net
benefits because of factors that increase the users’ job performance. On the other hand, the use variables
on Lazada and Shopee had no significant effect on net benefits. This result is the same with the research
conducted by Wu and Wang [37], which showed that if there is a perceived net benefit by using e-
commerce, then this will affect the use but vice versa if there is no perceived benefit then the use of the
system will not be affected. Use had no significant effect on net benefit possibly because users not using
e-commerce for daily life. The results showed that user satisfaction in all three e-commerce had a
significant effect on net benefits. As we
[34] C. Coombs, N. Doherty, J. Loan-Clarke. The importance of user ownership and positive user attitudes
in the successful adoption of community information systems. Journal of End User Computing. 2001, Vol.
13, 4, pp. 5-16.
<Files\\eng - aenihidayah2020> - § 5 references coded [8,14% Coverage]

Technology Acceptance Model (TAM) model which is combined with the DeLone & McLean Information
System (D&M IS) Success Model. The population of this research is UIN student Syarif Hidayatullah who is
a user of the AIS Mobile application. Sampling is done by purposive sampling. There were 237
respondents from that population who were used as samples for this study. Data processing using the
Partial Least SquareStructural Equation Modelling (PLS-SEM) method with the help of SmartPLS
application version 3.0. The results of this study are information quality, system quality, service quality,
perceived usefulness, and perceived ease of use affect the acceptance of application users. Of the 8
hypotheses proposed, there is one hypothesis that is rejected, namely the relationship of service quality
with perceived ease of use because it gets a ttest value of 1,844. This research produces recommendations
to the department information technology and database center (PUSTIPANDA) as the developer to focus
more on the services provided to application users to make it easier for users to use the application.
abdul.muin@uinjkt.ac.id
processes and operations, supporting decision making by employees
and managers, and supporting strategies use of information systems
technology in presenting information needs that are fast, reliable, and accurate is needed (Suzanto &
Sidharta, 2015).
Likewise with universities, in order to provide services to students, the role of academic information
systems
also
becomes very important in improving academic quality and academic service systems (Suzanto &
Sidharta, 2015). UIN Syarif Hidayatullah is one of the colleges that use information technology.
One of the uses of this technology is the existence of the integrated information
system that includes
AIS UIN Syarif Hidayatullah. AIS UIN Syarif Hidayatullah is an
TAM has two main variables that are used to predict the
acceptance of use is perceived usefulness and perceived ease of use that will affect the attitude towards
using, behavioral intention to use and finally shows the real use of the system (actual system use) (Davis,
1989).
and McLean in 1992. Model is an information system consists of e named variable in which the system
quality, information quality, use, user satisfaction,
individual impact, and
organizational impact. After ten years since the D&M IS Success Model was introduced, the information
system has changed. So DeLone and McLean make improvements to the model's success has been
updated model is then referred to updated D & M IS Success Model.
So it can be concluded that the academic information
system mobile application is a program that is specifically used mobile to process academic data into
useful information for the wearer namely students and lecturers.
Academic information system is a collection of elements

both physical and non-physical and procedures that are interconnected with one another into one unit
and work
together to process academic data in an educational institution into useful information for the wearer
(Mutia, 2014).
<Files\\eng - almasri-2016-ijca-909735> - § 6 references coded [10,57% Coverage]
ABSTRACT This paper presents findings from an ongoing cross-cultural study exploring the
implementation of M-learning environments in higher education in Jordan. The aim of the study was to
explore factors affecting students’ acceptance and use of M-learning. A questionnaire was developed
based on the Technology Acceptance Model and DeLone and McLean IS success model. Data was
collected from different master students in public and private universities in Jordan. The findings of the
study suggest that Information Quality by students in regard to mobile learning as the most important
antecedent to their Intention and Attitude To Use of mobile technologies for learning.
Moreover, this study will focus on the factors that affect on using of mobile device in learning in higher
education
students by explore the system factors, based on Technology Acceptance Model (TAM) was proposed by
Davis.
Finally, [9] “Identifying motivating factors for m-learning in developing countries is needed”. The mobile
learning at Jordan Universities is still at an early stage and limited adoption it. Students are the centre of
the educational process [21]. So it is necessary to identify their attitudes towards using mobile phones in
education rather than actual use
As a result, the purposes of this study will focus only on the quality factors for LMS that influence the
acceptance of Mlearning; system quality (SQ) and information quality (IQ) were often used in the
evaluation of system.
3.2 Information system success model Identify the factors to determine the success of information
systems was very hard. DeLone and McLean after reviewed the existing definitions of IS success and their
related measures ;they have published paper with title “Information
System Quality
Information Quality
Use
Individual Impact
User satisfaction Fig 2: DeLone and McLean IS success model[23]
The model can be interpreted as follows: a system can be evaluated by information quality and system
quality; these characteristics affect on use and user satisfaction. Use and user satisfaction affect on
individual impact and finally organizational impact will be affected by organizational impact positively or
negatively.
3.2.1 System Quality (SQ) According to [23], one of the most considered dimensions of IS success is
system quality. It refers to measures of the IS itself. System quality has been measured in many different
ways in the IS literature such as convenience of access, flexibility of system, integration of system,
response time [24]; reliability, response time, ease of use, ease of learning (Belardo et al. ,1982).
3.2.2 Information Quality (IQ) According to [23], information quality refers to the quality of the
information the system output. Information quality has
Moreover, Information Quality and System Quality can be used to evaluate Information System (IS)
successful; Mobile learning can be considered a type of information system. Consequently, System and
information quality are very important elements of mobile learning system. Besides, in this research will
investigate the effect of Information Quality and System Quality on m-learning as external variables on
TAM model.
Finally, based on TAM model I will explore Quality Factors as external variables to find the effect of
external variables on students’ attitude to use M-learning for higher education students by using
Perceived Ease of Use and Perceived
6
Organizational impact
Systems Success: The quest for the dependent variable” and proposed the first Information System
Success Model (ISSM) to evaluate the success of information systems at an organizational level [23].
DeLone and McLean identify six dimensions for the success of information systems in an organization:
system quality, information quality, use, user satisfaction, individual impact, and organizational impact as
below in figure 2.
Table 2. Measurement properties for multi-item constructs construct

Information quality 1- Using mobile device in learning provides complete 2- knowledge Data is accurate
by using mobile device in learning
System Quality 1- M-earning system is convenience to use through Mobile 2- M-earning system is user
friendly by mobile
Perceived Use fullness (PU) 1- Mobile learning would improve my learning performance 2- Mobile
learning would increase Academic productivity 3- Mobile learning could make it easier to study course
content
Perceived Ease of Use (PEOU) 1-
I find mobile easy to use 2- Learning how to use an E-mobile is easy for me
Attitude Towards behavior (AT) 1- Studying through mobile learning is a good idea. 2- Studying through
mobile learning is a wise idea. 3-
<Files\\eng - Behavioural Intention to Re-Use Online Learning Platform> - § 7 references coded [6,38%
Coverage]

Abstract. The Technology Acceptance Model (TAM) is a model used to predict user acceptance of
information systems based on perceived usefulness and perceived ease of use. If the user sees the
benefits and ease of using the information system, it will cause the user to accept it. This study examines
IT system quality and perceived usefulness to reuse online learning applications. This research analyses
the measurement of perceptions of the quality of the IT system used by respondents in the scope of
online learning. We operate a survey method; the respondents in this research were students and
teaching staff users of online learning applications. Respondents, most of whom are students in Sumatra,
are interested or intend to reuse online learning applications if there is a good information quality factor
and more benefits from online applications. The perceived usefulness construct plays a full role in
mediating the relationship between information quality and intention to reuse online learning
applications.
The need for online learning during the COVID-19 pandemic is massively needed to keep the learning
process are sustainable. Along with the development of technology and to assist the teaching and
learning process, an e-learning application system is required. E-Learning is a learning method that
utilizes computer technology, computer networks, and/or the Internet. E-Learning allows students to learn
via computers in their respective places without physically going to lectures in class like conventional
lectures. According to Heinich (1996), multimedia combines two or more media integrated
technology-based services and social factors as did Venkatesh et al. (2003). However, it focuses more on
testing the relationship between information technology quality, perceived usefulness, and intention to
reuse online learning applications. Theoretical framework Quality of Information Technology Davis et al.
(1989) define the quality of information systems as perceived ease of use, which is how much computer
technology is felt to be relatively easy to understand and use. The quality of information systems shows
that if information system users think that using the system is easy, users do not require much effort to
use it, so they will have more time to do other things that are likely to improve their overall performance.
The results were obtained by DeLone and McLean (1992), McKiney et al. (2002), McGill et al. (2003),
Almutairi and Subramanian (2005), and Livari (2005) show that the quality of information systems has a
positive effect on user satisfaction. To analyze the quality of the technology used by the company, it can
be observed
Rai et al. (2002) examined the relationship between perceived usefulness and user
satisfaction using three information system success models. The three models are the DeLone and
McLean (1992) information system success model, the Seddon Model (1997), and the Seddon Model
(1997), which were modified by adding the relationship between perceived usefulness and system use.
The results of the research show that perceived usefulness affects user satisfaction. Zhong et al. (2020)
empirically test the level of technology acceptance by
Journal of Health and Behavioral Science Vol.4, No.1, March 2022, pp. 1~16
success, information quality measures semantic success, and system use, user satisfaction, individual
impact, and organizational impact measure success effectiveness. DeLone and McLean (1992) assume that
system quality and information quality, individually and together, affect user satisfaction and reuse
intention. This research focuses more on measuring consumer intention to reuse the
2. The information system quality was measured using a 5-point Likert scale with five answer options. This
measurement item was adopted from DeLone and McLean (1992).
Alpha. We also operated the reliability test using SPSS and produced a value above 0.8 on all constructs.
We performed confirmatory factor analysis to execute a validity test for each indicator item in this study.
In particular, the results of the validity of each indicator on the variables of information system quality,
perceived usefulness, and intention to reuse online learning applications.
<Files\\eng - cheng2019> - § 8 references coded [9,07% Coverage]
Int. J. Social and Humanistic Computing, Vol. 3, No. 2, 2019 97

Exploring Taiwanese’s smartphone user intention: an integrated model of technology acceptance model
and information system successful model
Ching-Hsue Cheng and Chung-Hsi Chen
Department of Information Management, National Yunlin University of Science and Technology, 123,
University Road, Section 3, Douliou, Yunlin 64002, Taiwan Email: chcheng@yuntech.edu.tw Email:
d10123004@yuntech.edu.tw
You-Shyang Chen
Department of Information Management, Hwa Hsia University of Technology, 111, Gong Jhuan Rd., Chung
Ho District, New Taipei City 235, Taiwan Email: ys_chen@cc.hwh.edu.tw
most indirect variable affect the behavioural intentions is system quality. This means that system quality is
the most important factor to affect smartphone system. We also found that perceived ease of use is very
important for smartphone users, and if the smartphone systems are not easy to use, would not be
accepted by people.
scholars try to propose models to predict factors that influence adoption and acceptance (Chen and Chan,
2014; Park et al., 2013), as yet, existing customer behavioural studies that mainly explore the adoption and
use of smartphone in the market growth stage (Joo and Sang, 2013; Lee, 2014). In addition, some scholars
proposed an integration of the technology acceptance model (TAM) and information system success
model (ISSM) to explore the users’ mindset about adoption and use of information system, and they had
different contributions in each field, such as Wang and Wang (2009) explained and predicted the
instructor adoption of web-based learning systems, Lin et al.
(2011)
examined user-intention towards e-government products, and Pai and Huang (2011) investigated
influence users’ intention to use a healthcare system. But this integrated model is still lack of the
behaviour intention for smartphone usage. Taking into account the gaps in previous research, the
purpose of this study is to investigate the effect of customer smartphone user intention. We try to use a
hybrid model integrating the ISSM and TAM, and seeking to develop and validate a theoretical model.
Especially, we investigated the effects of ISSM on user acceptance of smartphone in Taiwan, and we built
a research model for explaining and predicting the adoption of smartphone. The study explored both
intrinsic and extrinsic factors that influence the acceptance
The ISSM was proposed by DeLone and McLean (1992), who conducted a literature review which derived
six constructs of ISSM; namely, system quality, information quality, IS use, user satisfaction, individual
impact, and organisational impact. In the ISSM, system quality and information quality influence IS use
and user satisfaction, and user satisfaction and IS use interact with each other and influence individual
impact, which in turn affects organisational impact. Pitt et al. (1995) revealed that despite the influence of
system quality and information
quality on user satisfaction and IS use, system quality influences the information system satisfaction of
customers. Other scholars mentioned that when an organisation integrates information system into
customer
their proposed constructs of the ISSM in 1992 into system quality, information quality, service quality, user
satisfaction, use or intention to use, and net benefits. Seddon (1997) regarded system quality as the
presence and absence of errors in a
system. DeLone and McLean (1992) defined information quality as the quality of the information that the
system produces, primarily in the form of reports. Seddon (1997) obtained accurate information from an
IS, maintaining that not all information involves factors in decision-making. Service quality is associated
with an intangible perception and added benefit
studies adopted TAM to verify the high level of explained variation of this model (Park et al., 2013; Agrebi
and Jallais, 2015; Dutot, 2015). TAM comprises perceived ease of
incorporate service quality (DeLone and McLean,
Exploring Taiwanese’s smartphone user intention 101
use (PEOU), PU, attitude toward using (ATU), behavioural intention (BI) to use, actual system use (AU), and
external variables, wherein PU and PEOU are considered primary factors that
influence individual acceptance of technology and contribute
effectiveness of the TAM. PEOU represents ease of operating a certain system (Davis, 1989). A high PEOU
how much a person favours or dislikes people, objects, or behaviours (Fishbein and Ajzen, 1975). A
positive or negative attitude reflects the BI of a person. In other words, when users develop a positive or
negative attitude towards a Smartphone system, this attitude directly influences their decision whether to
use smartphone or not. BI can be divided into positive and negative intent (Ajzen and Fishbein, 1980).
When
is crucial. Although smartphone are useful to users, a smartphone that is difficult to use hinders user
perception of system usefulness (H11, H12). According to H8, H10, H11, BI influence PU. When users are
ignorant about mobile phone information and system or are not adept at using the system function,
their behavioural intention is influenced.
<Files\\eng - document-2> - § 5 references coded [5,20% Coverage]
funds online at KitaBisa, the public can raise funds for various things as they are and contribute to the
things they want to help. (Sitanggang, 2018) Until 2018, there are more than 1 million
donors and 500 million (kitabisa.com, 2018) funds have been collected with more and more donors many
comments and input related to the KitaBisa mobile application, based on complaints and comments on
the KitaBisa application on Google Play, the 2017-2019 period tends to lead to quality problems system,
service usage, user satisfaction, and individual impact felt by users. Although the quality provided is
higher, it will affect the high level of user satisfaction. And service quality has a positive and significant
impact on user satisfaction (Amalina & Helni Mutiarsih Jumhur, 2018). An information system can be
relied upon if
it has a good quality system and can provide satisfaction to the wearer. Because the better the
82 Jurnal PILAR Nusa Mandiri Vol. 16, No. 1 March 2020

KitaBisa mobile application and measure the success rate of the KitaBisa mobile application donation
system. By measuring the KitaBisa mobile application we can find out the users who benefit from the
KitaBisa mobile app as an online donation drive application. In this study, the success model of the
Delone and Mclean model uses variables of system quality, information quality, service quality, users, user
satisfaction, and final results. This research was conducted by analyzing the Structural Equation Model
(SEM) to measure the success rate of the KitaBisa mobile application. The stages to analyze are by testing
the Outer Model, Inner Model, and Bootstrapping.
variables, (Wisudiawan, 2015) namely: 1. The quality of the system used to measure the quality of the
information technology system itself.
3. Service quality (service quality) provided by the information system developer.

5. User Satisfaction is the user's response to the use of information systems. 6. Net benefits are the effects
of information on users and the effect of information on organizations to improve knowledge and
communication. Based on the DeLone and McLean model
variables as above, we get a hypothesis like the following: H1a: The quality of the system will have a
positive and significant effect on users (used);
H1b: The quality of the system will have a positive and significant effect on user satisfaction (satisfaction
of use);
H2a: Information quality will have a positive and significant effect on system usage (usage);
H2b : Kualitas informasi (information quality) akan berpengaruh positif dan signifikan terhadap kepuasan
pengguna satisfaction);
(user
H3a: Service quality will have a positive and significant effect on system usage (usage);
H3b: Service quality will have a positive and significant effect on user satisfaction; Then if
first is the initial stage which contains problem identification, literature study, model selection, sample
calculation. In the second stage, the implementation phase which includes website analysis, website
success analysis. In the third stage, conclusions are drawn containing the results of the analysis and
discussion as well as providing recommendations and making research reports. (Arifin & Pratolo, 2012)
Descriptive analysis
<Files\\eng - document-3> - § 2 references coded [3,78% Coverage]
transact online through mobile applications. Sorabel application is a mobile marketplace that is present in
Indonesia with a new shopping experience that is able to try first, then pay. This application also facilitates
sellers to sell easily with integrated logistics arrangements and equip buyers with a secure payment
process. The Sorabel application is now available for devices using the iOS and Android operating
systems. Satisfaction is a level of feeling happy or disappointed of someone who compares the
information systems is a characteristic of information inherent about itself. The quality of the system is
used to measure the benefits or usefulness of the system, the response of the system, security and also
the length of time to load the system; 2). Information Quality: The quality of information can be seen from
the output of an information system used. Measuring the success of information quality is based on
relevant completeness and accuracy; 3). Use: The use of extensive information systems and measured
from various perspectives is the success of achieving information systems. Measures of success can be
obtained from purchase orders, receipt of payments, information search and the number of completed
purchases; 4). User
22 Journal Piksel 8(1): 21 - 30 (March 2020)
Consumer Satisfaction of Sorabel Applications Using the Delone and Mclean Method
Satisfaction: User satisfaction is the way users perceive and use information systems in a tangible manner.
User satisfaction is closely related to the attitude of the user towards the use of an information system;
and 5). Net benefits: Net benefits can be measured by improving services, reducing search time,
increasing knowledge and improving user experience. The AMOS version 21 software was used in this
study. This is the most popular
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International Journal of Business, Economics and Law, Vol. 19, Issue 5 (August) ISSN 2289-1552
2019
THE EFFECT BETWEEN THE SUCCESS OF IMPLEMENTATION MONITORING SYSTEMS AND EVALUATION
DEVELOPMENT (SMEP) THROUGH THE MODIFICATION APPROACH FOR DELONE & MCLEAN MODELS
(EMPIRICAL STUDY IN THE GOVERNMENT OF MALANG REGENCY)
Dharmawan Iqbal Akbar, Bambang Hariadi, Abdul Ghofar
ABSTRACT
This study aims to determine the factors that influence the successful implementation of the development
monitoring and evaluation system (SMEP) in Malang Regency Government. Measurement of information
system success is measured through a modified DeLone & McLean model approach. The population in
this study were employees of the evaluation and reporting section of all agencies in the Malang Regency
Government who used the development monitoring and evaluation system (SMEP). Data collection
techniques using a questionnaire with a sample taken as many as 138 respondents. Data analysts use the
Structural Equation Model (SEM) with the SmartPLS 2.0 application program. The results showed that
system quality, information quality, perceived usefulness, top management support had a positive effect
on user satisfaction and user satisfaction had a positive effect on net benefits.
The Government through Law No. 23 of 2014 concerning Regional Government states that the
government has issued various guidelines and regulations which form the basis for regional governments
both provincial and district / city to carry out monitoring and evaluation of development reporting
activities in their regions. Government programs can be monitored and evaluated through a technology-
based information system, the SMEP (Development Evaluation Monitoring System). SMEP is an internet-
based "web-based" information system that is needed by local governments to facilitate and accelerate
the process of reporting activities, the progress of work implementation and absorption of development
activity budgets and can produce outputs of Physical and Financial Realization Reports. SMEP will facilitate
executives in monitoring and evaluating all forms of development activities and accelerating the
absorption of APBD budgets. However, in the implementation of SMEP since 2017 many obstacles and
problems have occurred including the delay in the collection of Physical and Financial Realization Reports,
synchronization of SMEP with SIMDA that is not optimal, slow digital networks and many more. This has
an impact on the achievement of the target value of A that was carried out by the Government of Malang
Regency in 2018 related to performance accountability (AKIP). Some programs that have been prepared
based on the three development strategies of the Malang Regency Government are not going well, so
that accountability of performance does not match the desired outcomes, whereas performance is also
part of the net benefits which is an important indicator in the success of an information system.
This study aims to determine the factors that influence the successful implementation of the development
monitoring and evaluation system (SMEP) in Malang Regency Government. Without prior research related
to the factors that influence the successful implementation of SMEP, the government will find it difficult to
make improvements properly. The right improvement to the implementation of SMEP is expected to be
able to improve the performance, effectiveness and productivity of individuals and organizations,
especially in Malang Regency Government. This research is a development of Information Systems
Success Model that refers to Oktavia's research (2016). It also refers to the research on Information
System Success Model by Wang & Liao (2008), Ainil (2012), Falgenti and Pahlavi (2013) and Rouibah
(2009). Based on Susanty's research (2013) researchers took constructs of system quality, information
quality, and user satisfaction. After that, the construct of service quality (Falgenty and Pahlavi, 2013),
perceived usefulness construct (Ainil, 2012), top management support construct (Rouibah, 2009) and the
net benefit construct (Oktavia, 2016).
The reason researchers use the Information System Success Model is because the Information System
Success Model has contributed greatly to the development of information systems (Hussein et al., 2005).
In addition, the Information Systems Success Model has advantages in order to predict and explain the
success of information systems (Karaman and Bolen, 2015; Kulkami, Ravindran, and Freeze, 2006). Delone
& Mclean's information system success model (2003) is already good in measuring information system
success compared to other information system success models such as the Seddon & Kiew (1996) model
that only measures information system success from the level of usability and user satisfaction. To adjust
to the characteristics and conditions of the most recent information system, further development of the
success model of the information system Delone & McLean (2003) is needed.
Figure 1. DeLone McLean Information System Success Model (2003) 2019

In its development, the information system success model DeLone & McLean (1992) received many
criticisms of the model. In 2003 the success model of the DeLone & McLean information system was
updated and revised by DeLone & McLean with the research title "The Delone and McLean Information
System Success: A Ten year Update". This new model adds a dimension of service quality in addition to
the existing quality dimensions. While other dimensions remain as in the previous model of information
system success, namely the quality of the system (system quality) and information quality (information
quality). In addition, in the new success model, individual impact and organizational impact as a result of
the influence of system quality, information quality and service quality are combined into one variable,
namely net benefits.
System Quality The quality of the system can be explained as the overall performance of the information
system (Bharaty and Chaudury, 2004). In addition, the quality of the system is also a combination of
hardware and software. In this study the quality of the system is the quality of the Development
Monitoring and Evaluation System (SMEP) which is used to support the management and activities of the
regional government. The focus of system quality is explained by DeLone & McLean (1992) that the
quality of the system depends on how well the hardware, software, policies and procedures of the
information system are capable of providing information for users consisting of ease to use, ease of
access and system reliability.
Service Quality Service quality is the overall support offered by information technology staff and service
providers to users to ensure the system can be applied both internally and externally (Petter et al., 2008).
In this study, service quality is an excellent service provided by IT staff and vendors for all forms of
handling Development Monitoring and Evaluation Systems (SMEP) in local governments. The forms of
services provided can be in the form of assistance with repairing problematic or damaged systems,
repairing system installations, product knowledge, and providing system usage training. According to
Petter et al. (2008) there are four main components that can be used in measuring service quality, namely
assurance, responsiveness, reliability, empathy.
Perceived Usefulness The usefulness of perceived (perceived usefulness) explains the extent to which
people believe that using a particular system will improve their performance (Davis, 1989). Trust is related
to the level of usefulness of the use of information systems. If users believe that the information system
used is useful they will use it, whereas if users feel unbelievable that the information system being used is
not useful then they will not use it. Chin & Todd (1995) looked at the usefulness of several perspectives
including being able to make work easier, be useful, be able to increase productivity, be able to increase
effectiveness, and improve job performance. It not only makes work easier and more useful, but Seddon
and Kiew (1994) that something will be useful if it is able to provide benefits in the future. The impact that
will occur when the user has felt the benefits of the information system used is able to provide user
satisfaction. The usefulness of perceived is the most important factor in providing user satisfaction (Ainil,
2012).
Top Management Support Romney and Steinbart (2009: 64) explain that top management support is how
top management defines the information and processing needed, sets goals and objectives of the system,
reviews the system and allocates funds. Thong et al. (1996) explain that top management support is an
important key factor in being able to implement information systems effectively. The same opinion is also
explained by Young & Jordan (2008) that top management support is the most important determinant of
success in an information systems project. In this study, top management support is the support given by
top management to the Development Monitoring and Evaluation System (SMEP). The involvement of top
management in providing support for the implementation of information systems is expected to be able
to provide convenience to the users of the system with the aim of providing satisfaction to the system
users.
User Satisfaction User satisfaction can be interpreted as the final feeling of feeling happy or unhappy
generated by interactions that occur with information systems (Seddon and Kiew, 1996). The feeling of
pleasure is obtained by the users if the information system used is in accordance with the needs expected
by the system user. However, if the information system cannot meet the needs of the system user and
does not meet the expectations of the system user, it can mean that the system has failed to be
implemented. User satisfaction in this study is a sense of satisfaction experienced by system users after
using the Development Monitoring and Evaluation System (SMEP). Various forms of user satisfaction can
be generated from the features provided such as the quality of the system and the quality of information
generated by the information system. Doll and Torkzadeh (1988) explain that the satisfaction of end users
of information systems is a form of overall evaluation of users of information systems based on user
experience in using information system.
Research Framework This research measures the success of information systems through the modified
DeLone & McLean (2003) model. In the modification of the Delone & McLean (2003) model carried out in
the Oktavia study (2016) there are still some constructs that must be reviewed, including not including the
quality constructs. Whereas Baroudi and Orlikowski (1988) and Nursudi (2013) also explained that
Information Technology staff was one of the factors that influenced the satisfaction of system users. In
addition, the construct of use (use) should not be used in measuring information systems that are
mandatory. Susanty (2013) and Livari (2005) that the quality of information and the quality of the system
does not affect the use (use). Furthermore, Ozkan et al. (2008) founded that in almost every information
system effectiveness study, organizational characteristics are one of the most important aspects of
assessing information system effectiveness. To complement the success factor of the information system
that represents the organization and environment, a construct of top management support was added
(Rouibah et al., 2009). This underlies researchers using system quality, information quality, service quality
of user involvement, and user satisfaction as endogenous variables, and net benefits as endogenous
variables.
1. Active Participation 2. System funding 3. Concern for the system 4. Encouragement in the relevant
division
1. Individual Performance 2. Individual Effectiveness 3. Individual Productivity 4. Organizational

Performance 5. Increased Organizational Effectiveness 6. Increased Organizational Productivity
Source: Data processed
Research Hypothesis H1: The quality of the system has a positive effect on user satisfaction H2:
Information quality has a positive effect on user satisfaction H3: Service quality has a positive effect on
user satisfaction H4: The use of perceived positive effect on user satisfaction H5: Top management
support has a positive effect on user satisfaction H6: User satisfaction has a positive effect on net benefits
Population and Sample The population in this study were all staff of the evaluation & reporting (EVAPOR)
who used the development monitoring and evaluation system in the Malang Regency Government area.
Through data from the Regional Personnel Agency and the Malang Regency Organizational Section that
the Malang Regency Government has an SKPD consisting of 91 SKPD. The population in this study was
194 people. The sampling method used in this study is probability sampling. The technique used is a
simple random sampling technique to obtain random samples. Determination of the number of samples
can be determined using the Slovin formula. From the entire SKPD in Malang Regency Government it can
be seen that the total population of the study is 194 people, so that the total sample of this study is 131
people
Types and Data Collection Methods The type of data used in this study is primary data obtained directly
from the original source, the respondent. Data collection was carried out by giving questionnaires to
respondents, namely the evaluation & reporting staff who use the development monitoring and
evaluation system of each SKPD in Malang Regency Government. The questionnaire distributed contained
structured questions relating to the variables studied.
The Effect of Service Quality on User Satisfaction The test results show that hypothesis 3 is accepted. This
means that a good quality of service to the Development Monitoring and Evaluation System will give
satisfaction to the users of the system. This form of satisfaction comes from a sincere interest by vendors
and IT staff to solve problems, speed and responsiveness, assurance of the operational certainty of the
system running smoothly and the ability of vendors / IT staff to perform system services properly without
any errors. The results of this study support the success model of information systems DeLone & McLean
(2003) that one of the factors of the success of an information system is service quality. The results of this
study are consistent with research conducted by Wang & Liao (2008), Utami & Samopa (2013) and
Almutairi & Subramanian (2005) which state that service quality has a positive effect on user satisfaction.
In this study, service quality is an important factor that must be considered in implementing SMEP. SMEP
users feel that internal and external IT teams that are able to support the operation of the system to
perform daily tasks will provide a sense of satisfaction and comfort.

The Effect of User Satisfaction on Net Benefits The test results show that hypothesis 6 is accepted. This
means that users who are satisfied with the Development Monitoring and Evaluation System can have a
positive impact on individuals and organizations. The positive impact that can be obtained from satisfied
users of the Development Monitoring and Evaluation System is an increase in employee performance,
employee work effectiveness and employee work productivity. The results of this study support the
DeLone & McLean (2003) information system success model that user satisfaction is a significant predictor
of net benefits at both the individual and organizational levels. The results of this study are consistent with
research conducted by Livari (2005), Wang & Liao (2008) and Oktavia (2016) that user satisfaction has a
significant influence on individual and organizational impacts. In this study, system users
The quality of the system, the quality of information, the quality of service and the usefulness of
perception are the determining factors for the successful implementation of SMEP. The good quality of
SMEP can affect user satisfaction by increasing ease of use, making user friendly appearance, reducing
system error rates and increasing system security. The good quality of SMEP information can affect user
satisfaction by providing complete, relevant, accurate, up to date information as well as a clear and easy
to understand format. The good quality of SMEP services can affect user satisfaction by increasing the
empathy of internal & external IT staff, increasing speed and responsiveness of good IT staff can affect
user satisfaction, guaranteeing the smooth running of the system to users, and increasing the ability of
internal and external IT staff. A good perception of the usefulness of SMEP can affect user satisfaction by
developing systems in accordance with the user's job needs and is able to facilitate the user's work so that
users feel that SMEP is important to use. Furthermore, users who feel satisfied and comfortable using
SMEP can influence net benefits by increasing the performance, effectiveness and productivity of
individuals and organizations.
McGill, T., Hobbs, V., & Klobas, J. (2003). User-developed applications and information systems success: A
Test of DeLone and McLean‟s model. Information Resources Management Journal, 16(1), 24–45.
Rouibah, K., Hosny, I. H., & Majed, Z. A. (2009). Effect of management support, training, and user
involvement on system usage and satisfaction in Kuwait. Industrial Management & Data Systems (IMDS),
109(3), 338-356
<Files\\eng - Impact of self-service technology SST service quality on customer loyalty and behavioral
intention The mediating role of customer satisfaction> - § 3 references coded [1,55% Coverage]
Meuter et al. (2000) defined SSTs as “technological interfaces which allow customers to get services free
from the direct involvement of service firm’s employees”. With growth of multi-channel marketing (Grewal
& Levy, 2009; Musso, 2010), combinations of SSTs interfaces are provided by the companies for flawless
delivery of customer services. Examples include that customer of airline services do not only reserve but
can pay for tickets by using online check-in by means of the Internet and mobile phones. They can pick up
boarding passes at airport kiosks, and obtain flight information on their mobile devices. Numerous
services have been offered by Banks through Internet, hotline or through “interactive phone systems”,
ATMs, and mobile phones.
Venkatesh, Morris, Davis, and Davis (2003) anticipated the Unified Theory of Acceptance and Use of
Technology (UTAUT) to explain the user’s intentions towards the technology system usage behavior. The
UTAUT explains that people engage themselves in technology system usage and form subsequent
intentions and behavior that is governed through four major constructs including (1) Performance
expectancy, (2) effort expectancy, (3) social influence, and (4) facilitating conditions. Similarly, the
“Innovation Diffusion Theory (IDT)” (Rogers (1995a, 2010) describes the procedure through which ideas
and innovations turn out to be in the diffusion process and are adopted by the larger social networks of
individuals. Diffusion is described as a process through which an innovation i.e. product or service, is
communicated by the means of different channels amongst the participants of a social system (Rogers,
2003). According to Rogers (1995a), the process of innovation diffusion goes through six stages:
awareness, investigation, evaluation, trial, repeated use, and commitment. As the process of innovation
diffusion moves from initial trial, users’ perceptions change over time as they gain more experiences of
the technology (Karahanna, Straub, & Chervany, 1999; Lee, Hsieh, & Hsu, 2011).
commission and other unnecessary expenses. So, the implementation of SSTs has resulted in customer
facilitation, cost reduction and a convenient service environment for the users of SSTs. Different
companies have provided the facilities of online shopping from their web. In this way, they have facilitated
their segment of customers who don’t have time to visit their shop. Moreover, pure e-commerce business
also exists who sell their products online through technological interface. All the information regarding
product, price, its type and quality have been provided on the website. Customers can purchase these
products by sitting in their home or office etc. and payments have also been made online by the means of
debit or credit card and firm delivers the order of the through some courier service or they have their own
delivery system. In this regard, a greater flexibility in term of time and place exists and customers have
easy and convenient ways to shop without spearing their additional time.
<Files\\eng - lin2016> - § 8 references coded [10,06% Coverage]
Nursing information systems can enhance nursing practice and the efficiency and quality of administrative
affairs within the nursing department and thus have been widely considered for implementation. Close
alignment of human-computer interaction can advance optimal clinical performance with the use of
information systems. However, a lack of introduction of the concept of alignment between users'
perceptions and technological functionality has caused dissatisfaction, as shown in the existing literature.
This study provides insight into the alignment between nurses' perceptions and how technological
functionality affects their satisfaction with Nursing Information System use through a reductionist
perspective of alignment. This cross-sectional study collected data from 531 registered nurses in Taiwan.
The results indicated that “perceived usefulness in systemquality alignment,”“perceived usefulness in
information quality alignment,”“perceived ease of use in system quality alignment,”“perceived ease of use
in information quality alignment,” and “perceived ease of use in service quality alignment” have
significantly affected nurses' satisfaction with Nursing Information System use. However, “perceived
usefulness in service quality alignment” had no significant effect on nurses' satisfaction. This study also
provides some meaningful implications for theoretical and practical aspects of design.
KEYWORDS: Alignment, Information systems success mode, Nursing information system, Technology
acceptance model
N
ursing information systems (NISs) provide technological assistance to nursing care services and are
expected to create a significant improvement in the efficiency
and quality ofnursing care and nurses' information management.1,2 Thus, understanding the factors that
influence nurses' use ofNIS and designing better systems to create benefits
for use of this technological device are important issues. Previous studies have shown that healthcare
professionals' behaviors regarding the use ofinformation systems are influenced by the factors ofpersonal
perception and technological functionality through theoretical perspectives, such as the Technology
Acceptance Model (TAM)3 and Information Systems Success Model (ISSM).4 For instance, previous
researchers have adopted the Davis-developed TAM to measure nurses' behavioral intention and actual
use ofhealthcare information systems.5–7 They found that TAM has the power to explain technological
acceptance and users' satisfaction as regards NIS implementation. Other studies have applied the theory
of ISSM to explore the characteristics of success as regards healthcare technological functionality.8–10
Their work verified that ISSM is suitable for the evaluation of successful technological capability as regards
the information processing requirements of healthcare organizations. These studies help achieve a more
systematic understanding ofindividual and technological factors that influence users' behavior and
performance with healthcare information systems from a holistic perspective ofhuman-computer
interactions. As mentioned previously, NISs are implemented so that
cades, there is no limited literature that investigates the performance of NIS implementation from a
reductionist perspective of alignment. To improve the understanding of this issue, the current study was
undertaken to explain how performance is affected by the alignment ofhuman-computer interactions
through bivariate patterns ofinterlinkages between users' perceptions and success characteristics
oftechnological functionality. This study used concepts from the TAM (ie, perceived usefulness and
perceived ease of use) and ISSM (ie, system quality, information quality, and service quality) as two
independent variables and considered the alignment ofTAMand ISSM to be a latent variable for the
various antecedent factors ofperformance with NIS use. Since an NIS is a necessary device in a nurse's
duties, the implementation of NIS is not based on individual desires. Thus, this study adopted nurses'
satisfaction with NIS use as a dependent variable to reflect the performance of the alignment of TAM and
ISSM. As Petter and Fruhling9 documented, healthcare professionals' satisfaction is often used to evaluate
a hospital information system's success or failure in the field ofhealthcare informatics. This study
attempted to examine the influences of co-
Information Systems Success Model The ISSMis a comprehensive perspective ofthe information systems
model used to measure the determinants ofeffective characteristics of technological functionality and was
developed by DeLone and McLean.4 DeLone and McLean postulated six components of information
technology success, including systemquality, information quality, service quality, system use, user
satisfaction, and net benefits, from a systematic review of180 studies estimating information technology
success.4,18 The model is considered to be one of the most influential theories in the contemporary
management information systems (MIS) field and proposes that system, information, and service qualities
are threemajor characteristics of technological functionality and affect users' satisfaction with a specific
information technology.4,17 The model has been applied to measure the technological capabilities of
information systems in healthcare.8–10,17 Thus, this study proposed that system, information, and service
qualities are a reflection of the successful characteristics of technological functionality in the activities
ofhuman-computer interactions with NIS. In the current study, system quality was defined as the strength
of the NIS by itself.17 Information quality was defined as information ambiguity, legibility, and uncertainty
ofthe NIS outcome.9 Service quality was defined as the level of technical support and service.17
The alignment between perceived usefulness and system quality has a significantly positive association
with nurses' satisfaction.
The alignment between perceived ease of use and system quality has a significantly positive association
with nurses' satisfaction.
fulness in system quality alignment” and “perceived usefulness in information quality alignment” were
found to significantly affect nurses' satisfaction. The results implied that, when nurses feel that system
features and information contents are more fitting to their needs, their perceptive ofusefulness and
satisfaction with NIS use will be higher. Thus, supervisors in nursing departments should emphasize that
system functions of NIS include the availability of hardware and software, accessibility, online response
time, ubiquitous computing, storing, and transferring. For example, NIS, as a communication device used
to deliver and exchange information from/to peers, should have a system design that should install more
interactivity-oriented functions (eg, messenger, discussion board, and chat room) in NIS to improve the
response time from/to other team members and to encourage nurses to feel that NIS is more useful.41
Moreover, information quality is concerned that information content should be established with a
nursing-centric design rather than comply with traditional medical classifications,17 such as abundant and
real-time updated information. These designs can assist nurses to better understand patients' conditions
and increase administration affairs' efficiency and effectiveness, allowing nurses to further feel that NIS is
useful. However, “perceived usefulness in service quality align-
ease of use in system quality alignment,”“perceived ease of use in information quality alignment,” and
“perceived ease of use in service quality alignment” were found to significantly affect nurses' satisfaction.
The results implied that nurses' satisfaction with NIS use would be positively and directly affected by the
degree of alignment between nurses' perceived ease ofuse and system quality, information quality, and
service quality. Therefore, supervisors in nursing departments should inquire whether NIS offers more
convenient ways ofsystem, information, and service operation to satisfy the nursing staff's needs
ofperceived ease ofuse. For example, system design should strive to develop a friendlier interface and a
fool-proof function that allows worry-free operation of NIS. Information content should have a unified
nursing language, automatically draw diagrams to explain patients' health, and update to help with the
nursing care decisionmaking process; nurses will thus be able to more easily understand and absorb
information. Instructions and solutions for nurses to troubleshoot problems withNIS use are the service
quality aspects that healthcare institutions should ask desk engineers to provide immediately, thus
increasing nurses' perceptions of its ease of use.
<Files\\eng - mardiana2015> - § 5 references coded [14,02% Coverage]
bInformation Systems Department, Widyatama University, Jl Cikutra No. 204A, Bandung 40125, Indonesia
Abstract
This study aims at testing the conceptual model for predicting intention to use the information system as
part of DeLone-Mclean information system success framework. A study literature has revealed that
DeLone-Mclean Information System success model has difficulty for defining predictor variables for
intention to use. This paper offers a solution by finding the proper variables from technology acceptance
models which have strong theoretical background for predicting behavioral intention. A conceptual model
is proposed based on literature review. An empirical study is conducted to validate the conceptual model.
The object for empirical study is a government agency which has offices in several cities/towns in
Indonesia. A quantitative data analysis is being done using SmartPLS with the result showing that
perceived usefulness is the strongest predictor for intention to use while service quality surprisingly gives
a negative coefficient toward intention to use.
1. Introduction The research for defining information system (IS) success has been started few decades
ago, but so far
this particular research still lacks of an appropriate definition and consensus on what factors affecting
information system success [1], [2]. Even though some prominent IS success theories have been
introduced, some researchers still expressed the urgency of refining the theories since empirical studies
have shown the inconsistency of the results [3], [4], [5]. There are several concerns regarding previous
works that are listed by [5] including: poor measurements, lack of theoretical grounding, concern heavily
on financial performance, weak survey instruments, inappropriate data collection approaches, and lack of
agreement on the dependent variables measurement that result on its incomparability. The most
prominent model for assessing information system success is [6]’s model since it got a lot of
attentions (citation, replication, validation, and modification) from the IS research community. However,
after getting a lot of criticism from some researchers, especially Seddon [7], DeLone and McLean updated
2. Literature Review In the updated DeLone and McLean model Fig 1, intention to use is predicted by
information quality,
system quality, service quality, and user satisfaction. Since behavioral intention to use is drawn
theoretically from psychology discipline while information quality and system quality were drawn from
technical aspect of [9]’s communication theory, therefore it will raise an internal consistency from
theoretical perspective. Based on this argument, the search for finding the surrogate variables for
intention to use will be broaden into other disciplines which have strong theoretical background in
addressing behavioral intention. This discipline has been known widely as technology acceptance or
technology diffusion research. This paper is proposing to make a connection between information system
success model and technology acceptance models in the quest of finding the proper variables for
intention to use.
their theory of reasoned action (TRA), Fishbein and Ajzen asserted that certain behavior can be predicted
by the intention for doing the behavior in question. In the theory of information system success, the
behavior in question is actual system use (presented by variable “Use” as seen in Fig 1). The intention to
use then can be translated as the willingness of user to use the system. Researchers in technology
acceptance discipline are the most supporters of the postulate that behavioral intention to use is the
antecedent of actual system use. Most studies for validating technology acceptance model (TAM) have
proven the aforementioned relationship [10]. In a TAM meta-analysis study, [11] revealed that behavioral
intention is a good predictor for actual system use in both subjective and objective measurement.
Subjective measurement
is taken from self-reporting questionnaire, while objective measurement conducted by looking at the
system log.
Fig. 2. Behavioral intention to use in TAM

Attitude Toward Using (A)
Behavioral Intention to Use (BI)
Actual System Use
is
Siti Mardiana et al. / Procedia Computer Science 72 ( 2015 ) 353 – 360 355 There is a fundamental
difference between technology acceptance model and IS success model on
predicting intention to use. As mentioned previously, in the IS success model, intention to use is predicted
by system quality, information quality, and service quality (as shown in Fig 1). In the TAM (Fig 2), intention
to use, or behavioral intention, is predicted by attitude and perceived usefulness. Even though in the
original TAM model the predictors for behavioral intention are attitude and
perceived usefulness, however, some empirical studies, such as [12], [13], and [14], are also testing the
relationship between perceived ease of use and behavioral intention. After reviewing several TAM
metaanalysis studies that have been done between 2003 and 2010, it has been revealed that perceived
usefulness is the best predictor for behavioral intention (Table 1). The summary of relationships between
perceived ease of use (PEOU), attitude (A), perceived usefulness (PU), and behavioral intention (BI) are
shown in Table 1. The relationships are translated into one of three categories. “Strong support” means
that most studies (more than 50% of the studies) evaluated in the meta-analysis study is significant. Table
1 shows that only the relationship of PU-BI getting strong support almost in all six meta-analysis studies
(only one medium support). That means in all six studies, perceived usefulness is proven to be the best
predictor for behavioral intention. This conclusion is in line with [15] and [16] that empirical studies have
shown that perceived usefulness proven to be the strong predictor for intention to use. The exclusion of
perceived ease of use (PEOU) will not affect the internal consistence of the theory since system quality
varieble from DeLone-McLean model consists of similar measurements namely “easy to use”. Table 1. The
summary from TAM meta-analysis studies (2003-2010)
TAM Meta-Analysis Study
[17] [18] [19] [20] [11] [21]
PEOU-BI
Strong support Weak support Strong support Weak support Strong support Medium support
PU-BI
Strong support Strong support Strong Support Medium support Strong support Strong support
A-BI
Strong support N/A
Strong Support Medium support
N/A Strong support Based on the discussion from section 1.1 and Fig 1, thus, five predictor variables for
intention to use
can be concluded, which are information quality, system quality, service quality, user satisfaction, and
perceived usefulness. The intermediate result for the proposed model can be seen in Fig 3. Since this
study is meant to be validated in the mandatory environment, the quest for finding the predictor variables
for intention to use will be broaden into the technology acceptance framework that is designated for
mandatory environment.
<Files\\eng - park2014> - § 9 references coded [12,61% Coverage]
Telematics and Informatics 31 (2014) 376–385 Contents lists available at ScienceDirect Telematics and
Informatics journal homepage: www.elsevier.com/locate/tele
An Integrated Adoption Model of Mobile Cloud Services: Exploration of Key Determinants and Extension
of Technology Acceptance Model
Eunil Park a, Ki Joon Kim b,⇑ a Graduate School of Innovation and Technology Management, Korea
Advanced Institute of Science and Technology (KAIST), Daejeon, Republic of Korea b Interaction Science
Research Center, Sungkyunkwan University, Seoul, Republic of Korea
article i nfo
Article history: Received 19 September 2013 Received in revised form 14 November 2013 Accepted 20
November 2013 Available online 4 December 2013
Keywords: Mobile cloud computing services Technology acceptance model Perceived mobility Perceived
connectedness Perceived security Perceived service and system quality
ab stra ct
This study identifies and investigates a number of cognitive factors that contribute to shaping user
perceptions of and attitude toward mobile cloud computing services by integrating these factors with the
technology acceptance model. A structural equation modeling analysis is employed on data collected
from 1099 survey samples, and results reveal that user acceptance of mobile cloud services is largely
affected by perceived mobility, connectedness, security, quality of service and system, and satisfaction.
Both theoretical and practical implications of the study’s findings are discussed. Ó 2013 Elsevier Ltd. All
rights reserved.
ined how user perceptions are shaped in mobile cloud computing, and these studies provide little
information on how psychological factors involved in the mobile context determine user acceptance of
the service. Therefore, this study first identifies user perceptions of mobility, security, connectedness,
service and system quality, and satisfaction as key components of mobile cloud services and then
examines how these factors affect user perceptions and acceptance of the services. More importantly, this
study integrates these psychological factors with the technology acceptance model (TAM) and develops a
new research model to predict the adoption of mobile cloud services by confirming the convergent,
discriminant, and internal validity of the proposed model via structural equation modeling (SEM).
The electronics industry has long invested in energy-efficient technology by working to develop low-
power CPU, storage disk, and display screen (Davis, 1993; Paulson, 2003; Mayo and Ranganathan, 2003).
However, these attempts require changes in hardware structure and cannot be directly applied to mobile
technology without significant increases in costs and technological advancements. As a feasible solution
to this challenge, cloud computing allows migration of the complex processing from a mobile device
(resource-limited) to remote cloud servers (resource-rich). Prior studies have demonstrated that such
computational offloading shortens program executions and therefore extends battery life. For example,
Rudenko et al. (1998) reported that performing large matrix calculations in the cloud computing
environment rather than on a mobile device can save up to 50% of the energy used. In addition, Cuervo et
al. (2010) found that cloud applications significantly reduce energy consumption in computer games.
Saving files on cloud servers is an effective way to enhance reliability and reduce potential threats to data
loss. The major-
ity of cloud service providers are equipped with their own means of security and backup systems that
protect user data. They also provide users with various security-related services and software, including
personal authentication, virus scanning and detection, and protection of private information (Oberheide
et al., 2008). Furthermore, cloud computing services can be applied to protect copyrighted online
contents (e.g., books, movies, MP3s) and prevent unauthorized distribution of these materials (Zou et al.,
2010). Due to these strengths and advantages, mobile cloud computing has emerged as an attractive
platform for the upcoming
3. User acceptance model of mobile cloud services 3.1. Technology acceptance model (TAM) TAM consists
of two main beliefs known as perceived ease of use and perceived usefulness, which Davis (1989, 1993)
defined as ‘‘the degree to which a person believes that using a specific system would be free of mental
and physical efforts’’ and ‘‘the degree to which a person believes that using a specific system would
enhance his/her job performance,’’ respectively. Numerous studies have successfully utilized and
replicated TAM to predict user acceptance of novel technologies and systems and demonstrated that
perceived ease of use and perceived usefulness largely determine user attitude toward a specific
technology, while attitude and perceived usefulness significantly affect behavioral intention to use the
technology. The TAM framework has been particularly useful in exploring user acceptance of recent novel
mobile technologies and
H1. Attitude toward mobile cloud services will have positive effects on intention to use the services. 3.3.
Perceived usefulness (PU) TAM posits that perceived usefulness is a strong predictor of attitude toward
and intention to use specific information
systems and services (Davis, 1989, 1993, 1992). Numerous studies (e.g., Joo and Sang, 2013; Park and
Chen, 2007; Lee and Chung, 2009; Ha et al., 2007; Park and Kim, 2013) have replicated this TAM
framework and demonstrated that perceived usefulness have positive effects on user attitude and
behavioral intention. In a similar vein, this study defines perceived usefulness as the degree to which users
believe that using mobile cloud services improves their job performance and predicts that it will have
similar positive effects on attitude toward and intention to use mobile cloud services. Therefore, the
following hypotheses are proposed.
bile cloud services. The purpose of the interviews was (A) to reconfirm factors from prior studies, (B) to
examine unique characteristics of mobile cloud services, and (C) to create valid and reliable survey
questions. Participants in the interview were undergraduate students who were recruited from a large
private university in South Korea. The interviewees were selected using the method of purposeful
sampling developed by Shin and Shin (2011), in which a good deal of information and knowledge is
believed to be gained from a small number of interview respondents. The experimenter interviewed 16
undergraduate students (8 males and 8 females) with different majors and class standings. Their ages
ranged from 19 to 30 years (mean = 23.3, SD = 2.21), and they all had experience using mobile cloud
services. Previous studies have shown that undergraduate students are a generally representative group
of mobile service users (Shin and Shin, 2011; Hargittaii, 2007). Students were instructed to write their
feelings and perceptions of mobile cloud services on post-it notes. The experimenter then sorted the
notes into the six constructs (i.e., mobility, security, connectedness, service and system quality, satisfaction,
380 E. Park, K.J. Kim /Telematics and Informatics 31 (2014) 376–385 Fig. 1. The proposed research model.
Descriptive analysis of the constructs. Construct

Perceived mobility Perceived usefulness
Perceived connectedness System and service quality
Attitude Satisfaction Intention to use
Mean 5.17
5.22 5.18 5.11 5.22 5.31 5.24
Standard deviation 0.94
1.02 1.00 1.04 0.98 1.29 1.09
Table 5 Fit indices for the measurement model and overall model.
user-centered decision process. The excellent fit indices between the model and the collected sample
data, as well as confirmations of the hypothesized causal paths, indicate the validity of the proposed
integrated user acceptance model, which identifies key psychological factors that largely determine the
adoption pattern of mobile cloud services and explicate their causal relationship. As summarized in Fig. 2,
the integrated model shows that the combinatory effects of perceived usefulness, perceived
connectedness, perceived security, and service and system quality explained 75.2% of the variance in user
attitude toward mobile cloud services, while 85.8% of the variance in user intention was found to be
explainable by the combination of perceived usefulness, attitude, satisfaction, and service and system
quality. Perceived mobility and perceived security emerged as meaningful predictors of service and
system quality by explaining 71.7% of its variance. All these findings statistically demonstrate that our
proposed model, as in prior research on the adoption of novel mobile technology (Huang et al., 2007;
Park and Kim, 2013; Wang et al., 2008; Wu et al., 2007), successfully establishes valid links between the key
psychological factors of the services (i.e., perceived mobility, perceived connectedness, perceived security,
service and system quality, and satisfaction) and the constructs from the original TAM framework (i.e.,
perceived usefulness, attitude, intention to use), thereby extending adoption theories on mobile
technology. More specifically, perceived connectedness and perceived security emerged as influential
antecedents of attitude toward
several issues that should be taken into consideration in future research on related topics. First, individual
differences of the survey respondents were not examined in this study. In their unified theory of
acceptance and use of technology (UTAUT), Venkatesh et al. (2003) demonstrated that individual
differences (e.g., gender, age, race) and social influences (e.g., performance and effort expectancy,
voluntariness, subjective norms) have significant effects on user attitude toward and intention to use a
specific technology. Given that the respondents were recruited from South Korea, users from Western
societies are likely to have individual and social experiences that may lead to different adoption patterns.
Future studies may consider investigating the potential moderating effects of these factors and employ
diverse samples for greater generalizability of the proposed model. In addition, results of the data analysis
revealed that the proposed model included several highly correlated variables (i.e.,
perceived mobility – perceived connectedness, service and system quality – perceived usefulness,
satisfaction – attitude), which suggests that there might have been inaccurate measures and missing
pathways of causality in the model. Thus, a follow-up analysis on the indirect and direct relationships
among these factors is recommended. While there still exist questions to be further investigated on this
and related topics, the current study contributes to a more systematic understanding of mobile services,
and future studies may extend and refine our findings by addressing these limitations.
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Abstract. The Primary School implements the Student Monitoring Information System, which is used for
communication between the teacher and parents of students regarding student learning. This study
analyzes the successful implementation of the Student Monitoring Information System and what factors
need to be improved. The method used in the research is the DeLone and McLean Information System
Success Model. The results of this study indicate the percentage of successful implementation of the
Student Monitoring Information System, including assessment of system quality, information quality,
service quality, usage, user satisfaction and net benefits. Overall, the implementation of the Student
Monitoring Information System was declared successful, with 90% of respondents agree strongly, 6% of
respondents agree, and 4% quite agree with the implementation of the Student Monitoring Information
System.
1. Introduction Information systems are a series of organized procedures that, when executed, provide
information to support the organization [1]. Primary schools in the city of solo build a student monitoring
information system that is used for communication between teachers and parents of students regarding
the conditions of learning in school. The features of this student monitoring information system include
student behavior assessment, monitoring worship activities, student attendance and information about
activities carried out at school. Before using this web-based information system, communication between
the teacher and parents of students uses a connecting book, which students take to school every day.
Communication between school and parents allows students to create a better environment, when both
contribute together to support academic progress and social development of students. [2]
Communication of students, parents of students and teachers in their respective environments positively
influences the development of children's thinking abilities and creativity [2]. Measuring the success of
information system implementation is very important to assess the effectiveness of implementation [3,4].
This study measures the success of implementing a student monitoring information system, using the
DeLone and McLean Information System Success Model.
Satisfaction Net Benefits Figure 1. The DeLone and McLean Model

2.2 The indicators for each factor Indicator of System Quality[5], among other System Flexibility, System
Integration, Time to Respond, Error Recovery, Convenience of Access, Language. Indicator of Information
Quality[5], consists of Completeness, Precision, Reliability, Currency, Format of Output. Indicator of Service
Quality, consists of Assurance, Empathy, Responsiveness. Indicator of Use[4], among other Daily Use Time
and Frequency of Use[5]. Indicator of User Satisfaction[4], among other Repeat Purchases and Repeat
Visit. Indicator of Net Benefits[6], among other Speed of accomplishing task, Job Performance and
Effectiveness.
Indicator No.Q Question

System Flexibility Q1 The system is easy to use according to my purpose
System Integration Q2 The system is integrated with academic information systems
2
International Conference Computer Science and Engineering Journal of Physics: Conference Series
Time to Respond Error Recovery
IOP Publishing 1339 (2019) 012063 doi:10.1088/1742-6596/1339/1/012063
Q3 The system is able to provide information quickly
Q4 The system provides repair facilities, in the event of a failure
Convenience of Access Q5 I am comfortable using the system Language
2 Information Quality
Completeness Precision
Reliability Currency
3 Service Quality 4 Use
Assurance Empathy
Responsiveness Daily Use Time
Repeat Visit 6 Net Benefits
Speed of accomplishing task
Job Performance Effectiveness
Q6 The language presented by the system is easy to understand
Q7 The information that I received is complete
Q8 The information that I get is according to my needs
Q9 The information I get is reliable Q10 The information I have is current
Format of Output Q11 The Information is easy to understand Q12 The data that I have is kept confidential
Q13 The system provides usage guidelines Q14 System provides the appropriate response Q15 How
many times a day, I use the system
Frequency of Use Q16 Frequency of system usage
5 User Satisfaction Repeat Purchases Q17 I am satisfied with the information that I have obtained
Q18 I am satisfied in using the system Q19 The system speeds up my work
Q20 The system allows my performance to be better
Q21 The system makes my work more effective
3.2 Results of assessment of questionnaires from respondents Respondents rate with four choices, among
them strongly agree, agree, strongly agree and disagree. The distribution of questionnaires to ten
respondents consisted of principals, four teachers and five parents. The results of respondents'
assessment of system quality, 75% of respondents strongly agreed, 18% of respondents agreed, and 7%
of respondents agreed enough, that the system was flexible, the system was easy to use, the system was
easy to understand, but the problem was found that the student monitoring information system was not
integrated with academic information systems, causing business processes to be disrupted. Respondents'
assessment of information quality factors, 96% of respondents strongly agreed, 4% agreed, that
information presented by the system was complete, information obtained in accordance with needs,
reliable information, current information, information obtained was easy to understand. Assessment of
service quality, 80% of respondents strongly agree, 10% of respondents agree, 10% quite agree, about
data confidentiality, availability of usage guidelines and the system provides appropriate responses.
Respondents' assessment of usage, 90% of respondents very often and 10% of respondents use the
system quite often. Respondents' assessment of user satisfaction, 100% of users are very satisfied in using
the system and getting the information they expect. Respondents' assessment of net benefits, 97%
strongly agreed and 3% agreed that the system had helped work, accelerating the completion of work to
improve performance. Percentage of assessment can be seen in Figure 3
<Files\\eng - sandjojo2015> - § 4 references coded [13,83% Coverage]
institutions, such as Universitas Pembangunan Nasional “Veteran” Jakarta = UPNVJ and Sekolah Tinggi
Teknologi Telematika Telkom (ST3 Telkom) Purwokerto, Central Java. The objective of this research is to
measure the e-learning system success implemented by UPNVJ and ST3 Telkom Purwokerto and then
compare the similarities and differences between of two. The modified DeLone & McLean Information
Systems Success Model and part of Technology Acceptance Model are adopted in this study. The
respondents are students who have been experience in using e-learning and are selected randomly from
the Faculty of Computer Science of UPNVJ and from ST3 Telkom Purwokerto. The total respondents are
387, which consist of 215 students from UPNVJ and 172 from ST3 Telkom Purwokerto. For the results at
UPNVJ, there are two hypotheses that were proven insignificant and at ST3 Telkom there are three
hypotheses that were proven insignificant. Findings at UPNVJ show that the e-learning benefit can be
explained by its independent variables by 53.8%%, and at ST3 Telkom by 60.6%. These percentages show
that the predictors explained 53.8% for UPNVJ’s e-learning benefit and 60.6% elearning benefit for ST3
Telkom Purwokerto. These findings could be considered as novelties, because they are different from the
original model.
having Internet access. ICT has a dramatic impact on almost every facet of our lives including on higher
educational operations. By accessing the internet, users have many advantages, and one of them is
electronic learning (better known as e-learning). E-learning system’s offer many advantages and also
compensates the weaknesses of the traditional learning systems. Many higher education institutions and
universities have implemented e-learning. This includes the University of National Development “Veteran”
Jakarta (Universitas Pembangunan Nasional “Veteran” Jakarta = UPNVJ) and Telkom School of Telematics
(Sekolah Tinggi Teknologi Telematika = ST3 Telkom) Purwokerto. These two higher educational
institutions do not fully implemented elearning, rather using it as complementing tool to its traditional
methods of learning (which is known as blended learning). But, the success of e-learning systems cannot
be evaluated using a single proxy construct [1]. Furthermore, the measure’s of elearning systems success
must incorporate different aspects of the e-learning systems success construct if it is to be a useful
diagnostic instrument [1]. E-learning has become a major phenomenon and
discussion among scholars, especially in the area of ICT, in recent years. It’s causing a shift changing from
traditional to internet based learning. It’s mainly because e-learning conducted via internet, without
internet connection e-learning is not possible to be implemented. Dorobat’s [2] proposed model and
future research to a more comprehensive model for the evaluation of E-Learning System Success (ELSS).
Her [2] proposed model based on six perspectives: overall system quality; user perceived control;
usefulness and user satisfaction;
978-1-5090-1669-3/15/$31.00 ©2015 IEEE
user attitude; social factors; and benefits of using the e-learning systems. In her conclusions, she proposed
a more comprehensive model of ELSS. Meanwhile, Park [3] concluded his research that the result of his
study demonstrated that some TAM constructs had a direct and indirect effect on university students’
behavior to use e-learning. Furthermore, he said that this type of research needs to be implemented in
other elearning circumstances or infrastructures. So, the purpose of this study is to measure the e-learning
systems success implemented in the two higher educational institutions mentioned above. In doing so,
researcher combine the DeLone & McLean Information Systems Success Model with part of Technology
Acceptance Model. In addition to that, by implementing this model, novelties can be obtained because D
& M IS and TAM have been around quite sometime since its original version. After so many years these
models have been implemented, developments and modifications have been made from its original
version; researcher thinks that something must be done to evaluate it. One of the reasons because the
development of ICTs is so fast from time to time, therefore we need to keep up with it.
Success Model, hereafter referred to as the D & M IS Success Model, is a theory which was trying to
determine the information success by identifying six critical variables that is system quality, information
quality, use, user satisfaction, individual impact and organizational impact [4]. Furthermore, it was said
that if information systems research is to make a contribution to the world of practice, a well-defined
outcome measure (measures) is essential. Also, the evaluation of I/S practice, policies and procedures
requires an I/S success measure against which various strategies can be tested (p 61). In the updated D &
M IS Model [6] they modified the six
dimensions became: system quality, information quality and service quality as independent variables,
usage and user satisfaction as inter mediate variables and net benefits as dependent variable. In this
model, net benefits variable is the most important one. So that the solutions provided by information
systems (IS) have been a central theme in IS success research. Solutions and their organizational context
have also been the focus of extensive study within the educational as well as in the managerial fields. 1.
Systems Quality. System Quality is manifested in the system’s overall performance [7]. DeLone and
McLean [5] explain system quality as the desired characteristics of the information system itself which
produces the information. System quality was measured in term of ease-of-use, functionality, reliability,
flexibility, data quality, portability, integration, and importance [6]. According to Petter et al. [8], system
quality as the desirable of an information system has several components such as ease of use, system
flexibility, system reliability, and ease of learning. 2. Information Quality. Information quality refers to the
wanted characteristics of the information that the IS produce DeLone and McLean [5]. Petter et al. [8]
describe information quality as the desirable characteristics of the system outputs; that is, management
reports and Webpages. Information quality refers to the quality of the information that the system is able
to store, deliver, or produce, and is one of the commonest dimensions along which information systems
are evaluated. Information quality was measured in terms of accuracy, timeliness, completeness,
relevance, and consistency [6]. The quality of the information will determine user satisfaction. According
to Elpez and Fink [9] information technology has become a tool with which to produce accurate, reliable,
and timely information through the development of information systems. It is in line with the opinion of
Petter et al. [8] that in measuring information quality consisting of relevance, understandability, accuracy,
conciseness, completeness, understandability, currency, timeliness, and usability. Information quality is
often seen as a key dimension of user satisfaction. 3. Service Quality. Service Quality can be explained as
the overall support delivered by service provider, applies
known research models used mostly in the area of information technology which originally proposed by
Davis in 1985 [11]. Basically, TAM was developed intentionally to find out the factors that lead the users
either accept or reject information technology. TAM posits that two particular beliefs, Perceived
Usefulness and Perceived Ease of Use, are of primary relevance for computer acceptance behavior [12].
For this reason, in this study, researchers adopted part of TAM variables, that is: Perceived Ease-of-Use
and Perceived Usefulness, and then combined them with the D & M IS Model becomes research model. 1.
Perceived Usefulness (PU). One of two importance variables in TAM that may influence systems use is PU.
PU is defined as “the degree to which a person believes that using a particular system would enhance his
or her job performance” [13]. Also, PU is also defined as the prospective user’s subjective probability that
using a specific application system
will increase his or her job performance within an organizational context [12]. 2. Perceived Ease-of-Use
(PEU). Number two of two importance variables in TAM that may influence system use is PEU. PEO, refers
to “the degree to which a person believes that using a particular system would be free of effort” [13]. This
follows from the definition of “ease”: “freedom from difficulty or great effort” [13].
<Files\\eng - SSRN-id3668575> - § 7 references coded [7,57% Coverage]
1. INTRODUCTION The rapid growth of the internet and advances in Information technology has caused
the enormous
implementation of online learning systems in most organizations. Teaching in universities and colleges in
Ghana and many developing countries has always followed the classroom methods with lecturers and
students having face to face interaction (Gupna et al., 2013). With the recent advancements in ICT and the
high penetration rate of the internet, the traditional setup of classroom teaching and learning is changing
into an online learning platform, mostly mentioned as "e-learning". The quality of teaching can be
enhanced when technology is adopted (Mtebe and Raphael, 2018). E-learning has been recommended
and commended by many researchers as a very useful tool for distance education, a way to minimize
students or lecturers commuting from their various homes to their institutions (Yakubu and Dasuki, 2018).
Selim (2007) defines e-learning as “the use of modern Information and Communications Technology (ICT)
and computers to deliver instruction, information, and learning content”. The technology facilitates special
capabilities like interactivity, physical mobility and self-directed learning (Bidin and Ziden, 2013). These
capabilities have a significant in teaching and learning as it improves the learning ability and also
transforms the attitude of users' teamwork (Chen and Tseng, 2012; Ozdamli and Uzunboylu, 2014).
However, the quality of teaching in an e-learning environment is greatly affected by the quality of the e-
learning systems adopted (Balash et al., 2011; Yakubu and Dasuki, 2018). Some good sides of e-learning is
that, first, it lessens the cost attributed to the traditional classroom learning (face to face learning), second,
it facilitates coordination and cooperation among participants, third, it helps instructors to track the
progress of information delivery (Ruiz et al., 2006; Petit et al., 2013). Despite the plethora of benefits that
accompany e-learning, its adoption is relatively low in developing
countries as compared to developed countries. The adoption of technologies in West Africa countries in
comparison to other countries in Europe, North America and other developing countries is still in its very
early stages (Opoku et al., 2016). Many countries in West Africa are still lagging far behind the developed
countries in terms of insufficient knowledge regarding its adoption, usage, implementation, acquisition,
and many organizations in these countries are not yet ready to accept the technology (Khasawneh, 2015).
Additionally, those the institutions that have adopted e-learning technologies a face many challenges
including infrastructure constraints, poor information access, and poor internet connectivity have been
reported to be among the factors responsible for low-level adoption in developing countries (Shraim and
Khlaif, 2010; Yakubu and Dasuki, 2018). Unlike developing countries, the developed ones have invested
resources into their educational system including e-learning, making e-learning a well-established mode
of formal education in universities (Yakubu and Dasuki, 2018). A developing country like Ghana is still in
her early stages of implementing e-learning in her universities (Boyi, 2014). E-learning includes both
students and instructors, however, it seems most research work conducted tends to
and McLean (1992) in an attempt to respond to this problem presented a Success Model that has been
used and keeps evolving in the field of IS. The IS success model presented by DeLone and McLean (1992)
was updated in 2003 and the model holds that information quality, service quality, systems quality,
intention to use/use, user satisfaction and net benefit are the six components of IS success. Concerning
the IS success model, system use precedes user satisfaction while positive experience with use enhances
satisfaction leading to greater intention to use (Petter et al., 2008). Some research studies have
augmented IS model with other technology adoption frameworks. For instance, Li et al. (2012) recognized
that e-learning determinants such as service quality, perceived usefulness, course quality, perceived ease
of use and self-efficacy directly affect e-learning systems use, whereas, the functionality features of the
system and the response user get from the system indirectly affect e-learning systems use. Yakubu and
Dasuki (2018) conducted a study on e-learning adoption among university students in Nigeria with a
newly proposed model of the IS success model. The authors added behavioural intention and actual
usage to some constructs of the IS Success model to study user e-learning adoption. Cheng (2012)
examined the effect of quality e-learning on the intention to adopt and use, in doing so, he
of internet banking adoption. Freeze et al. (2010) also explored IS Success Model in E-Learning Context-
Based by adding system success in studying Students' Perceptions. Hsu et al. (2014) extended the model
by adding the trust variable in the context of e-commerce. Lee-Post (2009) also evaluated the e-Learning
Success Model in an Information Systems Perspective. Mtebe and Raphael (2018) looked at key factors in
learners’ satisfaction with the e-learning system at the University of Dares Salaam, Tanzania, by
incorporating constructs like instructor quality and perceived usefulness. Some other scholars have also
validated the model in studies like eGovernment systems (Wang and Liao, 2008) e-commerce (Delone and
Mclean, 2004) and a mandatory information system (Iivari, 2005). Some studies have also come out with
association among constructs. For instance, Wang and Chiu (2011) incorporated communication quality to
the other components of the IS success model. The authors showed that communication quality, service
quality and information quality have a positive significant effect on the degree to which users get
satisfied. However, when users are satisfied, it results in an intention to reuse the e-learning systems for
various learning activities like interactions and getting feedbacks. Al-Harbi (2011) investigated the factors
that influence e-learning by analyzing the perceptions and attitudes of Saudi university students. Al-Harbi
(2011) in his study combined factors from TAM and TPB to explain significant perceptional and attitudinal
factors related to the acceptance of e-learning (Davis, 1989; Ajzen, 1991). The findings demonstrated that
attitudes toward e-learning, subjective norms, perceived behavioural control, as well as e-learning system
attributes, were critical determinants of students' behavioural intention to use e-learning. A study by
Cheng (2012) used constructs from the technology acceptance model (TAM) by Davis (1989) and the
updated Information System Success model by Delone and McLean (2003) to examine the effect of quality
antecedents on learners’ intention to use an eLearning system. In the study, the author found system
quality, information quality and service as significant predictors of user satisfaction. This result differs from
Lwoga (2014) who showed that information quality and service quality had no relationship with user
satisfaction. According to Alsabawy et al. (2013) IT services are important for elearning to be successful as
they can positively influence perceived usefulness, and user satisfaction. On the other hand, Sawang et al.
(2013) argue that even in the absence of a high-quality IT service, a good e-learning support system can
compensate for the low technological efficacy. Gupna et al. (2013) opined that the quality of teaching in
an e-learning environment is greatly affected by the quality of the e-learning systems adopted.
Technology acceptance model (TAM) (Davis et al., 1992) to explore e-learning adoption from an academic
faculty perspective, specifically; lecturers. The two research frameworks were integrated to improve the
understanding of e-learning adoption within a developing country context like Ghana. The technology
adoption model (TAM) has been seen as a very powerful model that helps to understand individual
technology adoption. TAM has been used in a wide range of studies, including 3G adoption service
(Chong et al., 2012; Opoku and Adu, 2016) mobile commerce (Yang, 2005; Kim et al., 2007; Alalwan et al.,
2018) E-banking (Kolodinsky et al., 2004; Hassan et al., 2018) Elearning (Gamble, 2017; Tan and Hsu, 2018)
cloud computing (Oliveira et al., 2014; Gangwar et al., 2015; Sharma et al., 2016) etc. The TAM model
intends to explain users’ behavioural intention to use any information technology. According to Davis
(1989) TAM proposed that two primary factors, namely; perceived ease of use and perceived usefulness,
are able to determine users' intentions to accept or reject a new information technology (Chong et al.,
2012). Perceived usefulness is the degree to which a person believes that using a particular system would
be beneficial to him or her, while perceived ease of use is the degree to which a person believes that
using a particular information technology would be free of effort (Davis, 1989). However, the construct
perceived ease of use, in turn,
3.1. System Quality System quality is the required features of an IS system according to Petter et al. (2008).
When Delone and
McLean (2003) proposed the IS success model they referred to systems quality as the accuracy the system
that produces information. When a system has too many bugs, its accuracy will be limited (Seddon and
Kiew, 1996) and it may reduce the satisfaction level of users (Mtebe and Raphael, 2018). Studies on e-
learning have shown that quality of a system has a significant positive effect on user satisfaction (Acton et
al., 2009; Wang and Chiu, 2011;
(0.709, 0.515, 0.685, 0.594 and 0.671) and also exceeds those in the service quality row (0.602). A similar
observation is also made for the constructs; perceived usefulness, system quality, quality of information,
intention to use, the satisfaction of lecturers and actual use of the system. These results indicate a well -
established discriminate validity
Jagannathan, V., S. Balasubramanian and T. Natarajan, 2018. An extension to the Delone and Mclean
information systems success model and validation in the internet banking context. In M. Khosrow-Puour
(Ed.), Encyclopedia of Information Science and Technology. 4th Edn., pp: 49-60.
<Files\\eng - sustainability-13-08365> - § 4 references coded [4,65% Coverage]
Abstract: Online meeting platforms have been widely utilized during the COVID-19 pandemic due to the
current shift from traditional learning. However, the acceptance of the different online meeting platforms
for e-learning has been underexplored. The purpose of this study was to determine the factors for
acceptance of an online learning platform among students during the COVID-19 pandemic. A total of 500
senior high school students voluntarily participated to answer constructs under the Extended Technology
Acceptance Model (ETAM) and Delone and McLean IS Success Model. Several latent including user
interface (UI), perceived ease of use (PEU), perceived usefulness (PU), information quality (IQ), system
quality (SQ), behavioral intentions (BI), and actual use were analyzed by Structural Equation Modeling
(SEM). The results indicated that PEU was found to have the greatest on actual use (AU), followed by UI
and SQ towards PEU, which subsequently led to BI and AU. Finally, IQ was found to have a significant
effect on PU, which led to BI and AU. The level of student acceptability considers the ease of use, user
interface, system quality, information quality, leading to a positive behavioral intention for actual use.
With that, it would be of best interest to consider the factors that would lead students towards accepting
the platforms utilized and therefore the current education system. Moreover, this will lead to their
acceptance and promote learning even with the COVID-19 pandemic. Finally, the model construct can be
applied and utilized to analyze the online learning platforms in other countries.
receptive learnings, and demonstration have been conducted through these meeting platforms. However,
the progressive development of e-learning has been underexplored since the COVID-19 lockdown
occurred. With that, it is needed to utilize the current e-learning experience to evaluate the online
meeting platforms being experienced by the students. Due to the abrupt change in the learning system,
there may be a lot of improvements needed for a better learning experience. With better learning
experience, students will be able to cope with the lessons being developed through the different online
meeting platforms. Previous studies have found that these online platforms have been considered within
for IS research papers as a valid model and framework for variables that are complex dependent [12]. In
addition, this model is developed and proposed to information systems to study what the user behavior is
and explain it through the utilization of technology [13]. Moreover, this model is still widely used by
researchers and journalists of the service industry because the comprehension and understanding about
Information System Success are continuously progressing. Additionally, if a proper understanding of the
model is achieved, it would help to show the importance of the system. It can even serve as the
foundation for the decisions to the said systems [14]. The significance of the DeLone and McLean IS
Success Model will contribute greatly as help to create new ideas and strategies that will further aid the
students in developing countries on the adaptation to the use of e-learning platforms [15]. Therefore, the
current adaptation of e-learning due to the COVID-19 pandemic should be explored. Specifically, the
acceptance of students in utilizing online meeting platforms for e-learning. The purpose of this study was
to determine the factors contributing to the acceptance
and perceived usefulness, which were the core variables of this model [10]. With that, Mohammadi [16]
claimed that perceived usefulness is affected directly by perceived ease of use. As the result of the current
study suggests, SEM indicated that perceived ease of use had a significant direct effect on perceived
usefulness (β = 0.786 and p = 0.001). Meanwhile, perceived ease of use serves as a mediator towards
behavioral intentions. Perceived ease of use had no significant effects on students’ intention from the
study of Mohammadi [16]. In contrast with that, the findings of the current study indicate that SEM
indicated that perceived ease of use had a significant direct effect on the behavioral intentions of the user
(β = 0.451 and p = 0.001). From the constructs, the students assessed that the ability of a system to be
user-friendly, making users aware of any changes in the time of session through emails and social
networks, the possibility of recording each session and uploading it in the database of the e-learning
system for the absent users, and the overall usefulness were the main contributors to perceived usefulness
and behavioral intentions [11,16]. The findings could be interpreted that the ease of use towards online
meeting platforms makes it easier for students to study through remote learning. The results also suggest
that online meeting platforms are very useful in this time of the pandemic. However, this may be
challenging for students with limited access to the internet. According to Abuhassna et al. [34], students
would tend to find information online, utilize online learning like platforms, and communicate with others
to aid their learning. The challenge of digital inequalities appears when students need to gain information
with a weak internet connection. Therefore, interactivity, receptive learnings, and demonstrations may be
a challenge for students with weaker internet connections. The user interface has a major effect when it
comes to the perceived ease of use on
<Files\\eng - TAM> - § 9 references coded [6,80% Coverage]
[12] defines e-learning as it is a learning experiences or or her performance" [16]. Perceived ease of use
(PEOU) instructional content that is delivered by electronic means "the degree to which a person believes
that using technology. It consist of instructions that are enabled a particular system would be free of
effort" [16]. And through all electronic media including the internet, attitude towards usage (ATU) refers to
the “the degree to extranets, intranets, satellite broadcasts, interactive TV which an individual evaluates
and associates the target and CD-ROMs, audio/video tapes etc [13]. [14] Defines system with his or her
job” [18]. All of the factors play e-learning as the ‘‘rise of network technology to design, vital role in the
implementation of e-learning. deliver, select, administer and extend learning’’. There are
If we take the example [19, 20] added perceived institutional support, course development, teaching and
credibility into TAM in order to study the acceptance of learning, course structure, student support, faculty
asynchronous e-learning systems of engineers. [19] support and evaluation and assessment. Studied
deeply the difference of gender of employees’
e-learning acceptance on the bases of TAM. [21] disadvantages of e-learning in his article, some of them
Elaborated the TAM model by adding four determinants include it is less costly to deliver, faster, self-
paced, i-e individual, organizational, task characteristics and consistent and works anytime and anywhere
for learners. subjective norm of perceived ease of use and perceived It’s easy to update instructional
material and permits usefulness. System will not be perceived as useful if it is multimedia usage that leads
towards learning through use not easy to use, so the electronic learning will no more be of audio, video,
quizzes and other ways of interaction and beneficial Just constructing an e-learning system is not an
communication. [28] mentioned that e-learning provide assurance of its acceptance and usage among
students [1]. It is observed by most of the researchers
dissatisfaction [2]. For the successful implementation of new people and sharing of professional
experience e-learning system student participation is very much without any expenses of travelling,
workshops and important [1]. It is essential to study the ways that can conferences [26]. On the other
hand according to [24], facilitate student participation in the systems of e-learning e-leaning may have
some disadvantages that are it [22].
Intention of Use. 2.3. Information system success model proposed by DeLone and McLean [35] developed
a
It is considered that perceived behavior control is multidimensional IS success model, that integrates the
verified with the help of total number of accessible control model of communication which is created by
Shannon and beliefs, or it is also said that persons perceived behavioral Weaver [36] and information
impact theory created by control is more stronger, if he feels that he got a lot more Mason [37].
opportunities and resources when the difficulties in
IS use and the degree of user satisfaction directly and integration can lead to cognitive development
indirect relationship with the individual's performance and (Wang, 2005) and it is ‘e-learning environments
[-that] can affect the whole organization eventually. Pitt et al. provide students with dynamic, interactive
nonlinear [38] revealed that information system success model of access to a wide range of information
represented as text, DeLone and McLean's did not contain IS service quality graphics, animation, audio
and video’ (Kramarski & measures. They have the view that it is very important to Gutman, 2006, p.25).
include IS service quality and declare that system, service
(Reddi & Mishra, 2005). However, the growing ICT

presented an updated IS success model, by including infrastructure in the country, the global changes in
the dimension of service quality into original version. distance learning media and mechanisms and most
All three Information, system and service quality may importantly the growing utility of e-learning have
set the affect the two dimensions (interrelated) of IS use and user stage for a re-orientation in the way
distance learning is satisfaction simultaneously or separately though these imparted in Pakistan. two
dimensions affect net benefits directly. This may also
Online is an e-learning method for individuals to learn [42] and Venkatesh and Davis [33] pointed out in
relevant French via the Internet. It was financed and initiated by researches on Technology Acceptance
Model (TAM) the French Embassy in Pakistan and developed and run that information quality positively
affects perceived by the Alliance Française (AF) Islamabad, in collaboration usefulness, in other words, if
the information quality of with the Commission on Science and Technology for
the knowledge management system is good, the output
Sustainable Development in the South (COMSATS) and charts would be correct, the output knowledge
would be other partner educational institutes. The objective of fruitful and could be reused, thus, users
believe the creating this platform, which commenced in 2003, was to system is capable of providing
correct information and cater to the growing demand for learning French language knowledge above
discussion could be summarize into in areas where formal teaching institutions were not following
hypothesis. available, or for professionals who were unable to integrate regular classes within their
demanding
the study's weather the model fits or not and to establish the Variables include perceived usefulness
acceptability of the model. [45] has given few indices that The model provides an acceptable fit to the
data, i.e.
conclusion, e-learning system users have responded the values of CFI, NFI, RMSEA, GFI and AGFI were
found positively in all the information, service and system according to the cut points in both the
measurement qualities, which indicate the models applied in the study models. Model fit was achieved by
following an are appropriate.
<Files\\eng - The Applicability of the Modified Technology Acceptance Model TAM on the Sustainable
Adoption of eHealth Systems in Resource-Limited Settings> - § 3 references coded [4,43% Coverage]
Kalayou et al Dovepress
applications, like hospital information system (HIS), electronic health record (EHR), mobile health (M-
health), decision support system (DSS), electronic medical record system (EMR) and research/data
collection systems (RCS) have a big value in different settings of the healthcare by reducing healthcare
costs, advancing access for up-to-date information, enable quick access for patient records and improve
communication between patient and healthcare providers.4–7 Over the past decade, the practical
implementation and
integration of eHealth systems have been scaled drastically. Many developed nations are utilizing eHealth
technologies and make a real difference in improving patient care, and the provision of efficient and
effective healthcare services.8–11 As the developed nations in the developing world even though the
progress and the success rate are not satisfied there are a trial and deployment of eHealth technology in
many sectors of the health arena.12–16 Un despised changes in documentation practice, patient alerting,
teleconsultation and evidence-based practice were showed and a big emphasis from the government side
in deploying systems is also increased with a growing need of identifying crucial constructs for the
sustainable adoption of eHealth technologies.14,15 In Ethiopia, several eHealth technologies had been
imple-
mented like SmartCare, mobile ENAT messenger, maternal interactive voice record (IVR) and Health
management information system (HMIS). District Health Information System (DHIS2): a tool for collection,
validation, analysis, and presentation of aggregate and patient-based statistical data, is also in progress to
deploy throughout the country.17–19 All the previously deployed systems and the systems that are in
progress have been implemented using a trial-and-error approach which is very expensive and
unsuccessful.5–7,20 Due to this, the implementation and diffusion of eHealth technology in Ethiopia is still
in the embryonic stage.21–24 Developing nations like Ethiopia, with limited
resources to implement eHealth technology, needs an empirically validated model that supports to
identify the main elements of the system implementation and user’s behavioral intention to use eHealth
technologies that can be used by executives for prior preparation.22,23 Numerous empirical studies have
been conducted in different domains to explore the confusion on the sustainable adoption of
technologies.10,25–31 Technology acceptance model (TAM) is one of the popular and commonly used
model to study the social mechanisms of technology adoption, which has been modified from time to
time.25,32 Much
Technical Infrastructure (TI) TI refers to a set of information technology (IT) components that are the
foundation of an IT service in the organization.72 The technical infrastructure of the organization like the
availability of computers to use eHealth systems, the existing infrastructure of the hospital, and the
current system that maintains the hospitals existing infrastructure were addressing here. Although
technical infrastructure is not one of the TAM constructs, several studies consistently indicate that
facilitating conditions influences users’ attitude and intention to use technology.73–79 In this regard, the
technical infrastructure is expected as one of the main predictors for the sustainable adoption of eHealth.
Therefore, this study tests the following hypotheses:
experience strongly influences Perceived usefulness (β = 0.595, P = 0.00), and their attitude towards
eHealth (β = 0.267, P = 0.02), technologies (H7 and H8). As the staffs have IT experience, having IT
knowledge, and getting expertise in hospitals to train them on IT systems their perception of the
usefulness of new systems and their attitude towards eHealth will be increased. The result is also found
consistent with other studies.67–70,92 However, the result shows an insignificant association between IT
experience and intention to use eHealth (β = 0.062, P = 0.23) (H9). The possible reason for this could be
staff with previous IT experience may know the challenges to use eHealth technologies in low-resource
settings with interrupted power supply, limited computer access, and a high burden of care providers due
to high patient flow. Therefore, before and after the implementation of eHealth systems capacity building
of staff in IT is crucial for the sustainable adoption of eHealth technologies in the future. Additionally, it is
necessary to provide more computers within the wards to practice and teach themselves without having
to wait free computers. The finding of this study also indicates that the organization’s technical
infrastructure strongly influences the staff’s
<Files\\eng - The_Roles_of_Technology_Acceptance_Model> - § 12 references coded [8,83% Coverage]
The technology acceptance model (TAM) has proven to be one of the most powerful theories to explain
users’ technology adoption. Among many external variables incorporated into TAM, service quality
(ServQ) and experience (PE) are considered as important factors that influence technology use. In this
study TAM (Davis et al 1989) and information system success models (Delone and McLean 1992) are
combined and then revised. The results show that service quality and alternative attractiveness had strong
external influence on both perceived ease of use (PEOU) and perceived usefulness (PU) of accounting
software programs, however product experience had not. Furthermore, instead of “attitude”, mediating
effect of switching cost is analyzed. Results show how the influence of PU gain more importance in
creation of long-term loyalty compared to that of short-term use intentions. The indirect effect of service
quality on intention to use via perceived usefulness is found ineffective while it stays significant to obtain
a continuos loyaty. Switching cost support both intention to use and loyalty. The research data is collected
from professional accountants working in accounting bureaus in Turkey. Briefly, the study helped to find-
out the main affective decision-making criteria in use of accounting software programs.
increase the efficiency of their business operations and to improve productivity. Thus, IT has become a
strategic weapon to obtain competitive advantages in accounting based job accomplishments. The
information system performance is found critical for software usage (Hernandez et al β009, Hsu et al
β009). Delone and Mclean 199β “information system success model” is represented mainly by three
fundamental dimensions as information system quality, information quality and service quality (Delone
and McLean 199β, Landrum et al β008, Pitt et al
Academy of Information and Management Sciences Journal, Volume 17, Number 1, 2014
Page 2
1995). Other system dimensions are system quality, frequency of use, customer satisfaction, personal and
organizational effects (Delone and McLean 199β). One of them, service quality, is used in our extended
TAM. In this study, it is aimed to find out the criterias that effect the use of a technological product and
loyalty to that product based on the external effects of three variables; service quality, alternative
attractiveness and product experience via “switching cost”. Specifically, the objectives of this study are: (1)
to evaluate how service quality, product experience, and alternative attractiveness effect perceived ease of
use and perceived usefulness of accounting software programs , (β) to find-out the impact of perceived
ease of use and perceived usefulness on switching cost, (γ) to determine the impact of service quality and
switching cost on behavior intention to use and behavior loyalty (4) At the end compare two
combinations of the model, one with behavior intention to use and the other one with behavior loyalty.
A lot of empirical work has proved the positive relationships between service quality and
behavioral consequences like customer loyalty in different fields of service industry such as banking and
travel agencies (Jones et al β00β), information systems and internet (Hoxmier β000, Good and Harris
β007). The most important unique value of this study is to find-out the effects of switching cost on
accountants’ software preferences using an extended technolgy acceptance model. Accountants are going
to decide to keep or change the current accounting software program after making a comparative
benefit-cost analysis of switching between alternatives, so the importance of switching cost effect is taken
into consideration. The external influences of product experience (Lee and Kim β009, Igbaria 1990) and
service quality (Kim et al β008, Robinson et al β005, Ha and Stoel β009) on both PEOU and PU have been
looked for previously, however the one of alternative attractiveness has not been studied yet to our
knowledge. Beside switching cost (Fornell 199β, Jones et al β00β), alternatives’ deficiency(Ping 199γ) in the
market also is a good opportunity for a firm to keep clients on hand, which also analyzed in the study.
Finally the model is comparatively tested one-side using a short-term use intentions and the other side
long-term loyalty. According to face-to-face interviews with professional accountants from accounting
usefulness (PU) enhance behavior intention to use (BI) and actual use (U) via individual’s “attitude” (ATT)
and perceived ease of use has a direct impact on perceived usefulness. In this study “attitude towards use”
is removed and replaced by “switching cost” variable. Perceived ease of use refers to the degree to which
an individual believes that using a particular system would be free of effort. Beside, perceived usefulness is
defined as the degree to which an individual believes that a particular system would enhance his or her
job performance within an organizational context (Davis et al 1989). Moreover, extended TAMs have
focused on the external variables’ effects like those of service quality and product experience (Lee and Kim
β009, Kim et al β008, Robinson et al β005, Ha and Stoel β009). Service quality signify the overall quality of
information system service (Delone and McLean 199β), while product experience depends on consumer’s
prior familiarities with other alternatives (Fornell 199β, Igbaria 1990). On the other hand, to our
knowledge, alternative attractiveness, which refers to the good alternatives availability in the market (Ping
199γ), has not been used as an external variable previously. Avlonitis and Panagopoulos(β005) used
competition influence, organizational training, and computer experience as social, organizational and
individual external variables in sequence. In this study, the external influence of accountant’s previous
software experiences (individual factors), the service support of the software firm (organizational factors),
and alternatives’ attractiveness (social/environmental factors) on software loyalty and usage intentions will
be looked for.
siginificant efffect of PEOU on PU (Davis et al., 1989; Igbaria et al., 1997; Robinson et al β005, Hsu et al
β009, Kim et al β008, Luarn and Lin β005, Wu and Wang β005). On the other hand, Zhang and Gosain
(β00γ) found that online retailers with greater usability of interface will reduce their potential customers’
perceived learning costs. A user-friendly designed website can increase visitors’ perceived learning cost of
other web-sites encouraging the likelihood of return to the site (Agarwal & Venkatesh, β00β; Palmer,
β00β). In addition to that, Amoako-Gyampah (β007) mentioned about the resistance of workers to change
the familiar current information system with an unfamiliar complex ERP system. A user-friendly software
program might also decrease intention to switch especially when the past interactions with the current
one is ended up without significant drawbacks. PEOU is not found to have a significant relationship with
Perceived usefulness of information systems has a remarkable positive effect on BI for experienced users,
whereas the inexperienced ones are mostly affected by PEOU (Castaneda et al β007, Venkatesh et al
β00γ). Zhou (β01β) proved the positive effect of flow experience on mobile banking user adoption where
technical skills and challenges compensate each other. The literature supports the controversial effect
between perceived ease of use and experience. Heuristic-Systematic Model approach (Chen and Chaiken
1999) support that a customer with limited experience will evaluate the new product heuristically based
on only the parts that are easy to use however the awareness to the more complex parts of the product
increase by experience. Koufaris et al (β00β) determined that individuals with low product involvement
evaluate the use of a web store less challenging than what it currently is. In another research, Amoako-
Gyampah (β007) found that long-term prior experience with currrent legacy systems has a negative effect
on PEOU of new, more complex ERP systems. On the other hand, opportunities gained by usage
experience of computers improve users’ beliefs about their usefulness (Kim et al β007, Lee and Kim β009,
Igbaria 1990). Thompson et al
types on PEOU and PU like design aesthetics quality in mobile services (Cyr et al β006) or technical
support in intranet usage (Lee and Kim β009), personal computing acceptance (Igbaria et al 1997), web-
based learning (Sánchez and Huerosβ010). Different combinations of TAM with Delone and McLean’s
information system success model (199β) studied the positive effects of service quality on both PEOU for
hotel information systems (Kim et al β008), CRM applications(Avlonitis and Panagopoulos β005) and also
on PU for library information systems
Academy of Information and Management Sciences Journal, Volume 17, Number 1, 2014
Page 6
(Landrum et al β008). Beside those, Lin et al (β011) found that the information quality of eGovernment
filing systems positively affects the PU of internet use. Indeed, a good service assistance that assure
privacy and security of the customer accounts during software program setups or upgrading should
increase expectations overall. More recently, the direct positive effects of a favorable web-site appearance
and design
Çağla Gizem Göğüş is a Ph.D student at School of Business Administration, in faculty of Gebze Institute of
Technology. She received her university degree from Bilkent University at Ankara. She studied M.B.A. in
“University of Colorado at Denver” at United States. Thereafter she worked as a Teaching/Research
Assistant at Yeditepe University, Faculty of Commerce at Istanbul. Her research interests include supply
chain management, logistics performance, consumer behavior, brand awareness, switching cost and
information systems management.
Bedard, J.C., C. Jackson, M.L. Ettredge & K.M. Johnstone (2003). The effect of training on auditors’
acceptance of an electronic work system. International Journal of Accounting Information Systems, 4(4),
227–250.
DeLone, W. H. & E. R. McLean (1992). Information systems success: the quest for the dependent variable.
Information systems research, 3(1), 60-95
Etzel, M.J, W.J Stanton & B.Walker ( 1997), Marketing, McGraw-Hill, New-york N.Y-tekrar bak Fornell, C. &
D.F Larcker (1981). Evaluating structural equation models with unobservable variables and measurement
error. Journal of Marketing Research, 18 (1)39-50
Kim, T.G., J. H.Lee & R. Law (2008). An empirical examination of the acceptance behaviour of hotel front
office systems: An extended technology acceptance model. Tourism Management, 29(3), 500–513
Pitt, L.F, R.T. Watson & C.B. Kavan (1995). Service quality: A measure of information systems effectiveness”.
MIS quarterly, 19(2), 173-187
Zhang, K. Z.K., M.K.O. Lee, C. M.K. Cheung & H. Chen ( 2009). Understanding the role of gender in
bloggers’ switching behavior. Decision Support Systems,47(4) ,540-546
Zhang, T. C. & S. Gosain, ( 2003). IT-Based Retention Strategies And Consumer Switching Costs In
Electronic Markets: A Framework. Presented to the Academy of Management (AOM) Annual Conference,
Seattle
<Files\\eng - the-influence-of-information-system-quality-on-the-organization-performance-a-
modification-of-technology-based-information-system-acceptance-and-success-model> - § 10 references
coded [16,78% Coverage]
ABSTRACT This study aims to examine the effect of information system quality on technology-based
accounting information systems usage and their impact on organizational performance on local
government. This study is based on Technology Acceptance Model (TAM), IS Success Model, and the
success of technology-based information systems. This study is a combination of previous studies
conducted by Seddon and Kiew (1997), Saeed and Helm (2008), and DeLone and McLean (1992). This
study used survey method and took 101 respondents from accounting staff working in Malang and
Mojokerto regencies. This study uses Partial Least Square to examine research data. Research result
exhibits information system qualities affecting benefit perception and user satisfaction. Technology-based
accounting information systems usage in local government is influenced by benefits perception and user
satisfaction. Research result concluded that technology-based accounting information systems usage will
affect the performance of local government organizations.
Technology is growing rapidly, especially in information and communication fields. This

development is also seen in accounting field exhibited in the emergence of technology based accounting
information system (AIS). This study raises the behavioral issue of technology-based accounting
information
accounting field. The use of AIS applications is expected to improve the performance of the accounting
field which would indirectly improve the overall organization performance. However, according to Usnodo
(2010), about 70% of information systems failed to be applied due to behavioral aspects issue. This study
uses 3 models as the basis of its research, namely TAM (Davis et al, 1989),
IS Success Model (DeLone and McLean, 1992), as well as technology-based information systems
acceptance and success model (Baridwan, 2012). Building a technology-based accounting information
system requires huge investment.
(1992); Seddon and Kiew (1997); and Saeed and Helm (2008). The first study was DeLone and McLean
research (1992) on the success model of technology-based information systems. The second study was
Seddon and Kiew research (1997) that reviewed the DeLone and McLean information systems success
model. This study examines the relationship between five variables, system quality, information quality,
usefulness, user satisfaction, and importance of the system. A third study by Saeed and Helm (2008)
examined the effect of information system characteristics and beneficiary perceptions on the use of post-
adoption information systems. Based on these three studies, there are five variables tested in this study,
namely information system qualities, benefit perception, user satisfaction, system usage, and
organizational performance. In the previous research models DeLone and McLean’s success of
information
systems model were widely used to examine private companies. On the other hand, this study examined
public sector organizations in East Java Province.
of an information system (DeLone and McLean in Livari 2005). The information system quality construct is
defined by the IS Success Model developed by Delone and McLean (1992). Furthermore, DeLone and
McLean information system success model was improved by Seddon and Kiew in 1997 by connecting
system quality and information quality variable on benefit perception. Several other studies (Kim & Lee,
2014, Ali & Younes, 2013, HsuehYing Wu et al, 2010, Saeed & Helm, 2008) also stated that there is a
positive relationship between information system qualities and benefit perception. H1: Information system
qualities positively affects the perception of benefits.
Benefit Perception
Information system Quality
User Satisfaction Figure 1 – Research Model Benefit Perception is the level of user trust using a particular
system which improves its
performance (Davis 1989). Davis’ research (1989) has predicted that benefit perception as the most
powerful predictive variable in information system usages. Several other studies (Adams et al, 1992, Kim &
Lee, 2014, Saeed & Helm, 2008; Venkatesh et al., 2003; Masseti & Zmud, 1996) also suggest that there is a
positive relationship between benefit perception and the system usage. H3: Benefit perception positively
affects information system usages. User satisfaction is defined as user confidence level in information
system used to be
able to meet the need for information (Baroudi, 1983). In previous researches, end user satisfaction and
system usage are often used as key variables in evaluating information systems success rate (Iqbaria and
Tan 1997). Several other studies (DeLone & McLean, 1992; Igbaria & Tan, 1997; Bokhari, 2005; Kim & Lee,
2014; Peter et al. 2008; livary; 2005; Hollsaple & Lee-post, 2006) suggest that there is a positive
relationship between user satisfaction and system usage. H4: User satisfaction positively affects
information system usage. System usage is one of the key variables in most theoretical frameworks in the
information technology research literature. The system usage reflects the success of system application
itself. The system usage will have an impact on the organization. Organizational impact or other terms of
organizational performance is the result of the behavioral use of technology-based AIS by individuals
within the organization (DeLone and McLean, 1992 and 2003). Wang and Liao’s research (2008) provide
empirical evidence based on their research that the use of technology-based systems affects organization
performance. Another study supporting this statement is Baridwan (2012), D & M (1992), Roldan and Leal
(2003), Peter and McLean (2009), Hollsaple and Lee-Post (2006), Urbach et al. (2010), DeLone and
McLean’s research (2003). H5: Information system usages has a positive effect on organization
performance.
method is a sampling technique where researchers freely select sample (Hartono, 2015: 98). The reason
for selecting convenience sampling method is to facilitate sampling conducted by the researcher.
Researcher collect sample data by proportional division for 3 respondents at each SKPD. Measurement
and research instruments. The indicators and question items of quality
system information constructs are taken from Livari (2005) and Baridwan research (2012) as much as 7
items. The construct of perceived benefit perception was 4 from Venkatesh et al (2000) and Davis et al.
research (1989). The user satisfaction construct consists of 4 indicators taken from Weber's research
(1999) and the questionnaire used was adopted from Doll and Torkzadeh research (1988). The system
usage consists of 3 indicators was taken from Livari (2005), Baridwan (2012), Seddon and Kiew research
(1997). The perceived organizational performance consists of 3 indicators taken from Roldan and Leal
(2003), and Baridwan’s research (2012). Each indicator is measured by drawing a Likert scale of 1 (one) to
7 (seven). 1 = strongly disagree, 2 = disagree, 3 = somewhat disagree, 4 = neutral, 5 = somewhat agree, 6
= agree, 7 = strongly agree.
age of 20 to 30 years (50%). Most respondents work experience was more than 3 years (51%) and
experience using technology-based system between 2-5 years (48%). The loading factor value of all
constructs is greater than 0.7 and the value of AVE and
CONCLUSION This study aims to examine the effect of information system quality on technology-
based accounting information systems usage and their impact on organizational performance on local
government. The survey process was conducted in two ways, by giving directly to the respondents
through hardcopy and send letters by mail to respondents whose location could not be reached by the
researcher. Total respondents in this study were 101 respondents. This study used three models as the
basis of its research, TAM (Davis et al 1989), IS
Success Model (DeLone and McLean, 1992), and a technology-based information systems acceptance and
success model (Baridwan, 2012). The results of this study support these three models. Research result
indicate that information system qualities affect benefit perception and
user satisfaction positively in using technology-based accounting information systems in local
government. Technology-based accounting information systems usage in local government is influenced
by benefit perception and user satisfaction on the system itself. High usage level in using accounting
software will increase the intensity of actual system usage. If the user is satisfied while using a technology-
based AIS, it would increase the system usage. It could be concluded that the technology based
accounting information system usage has a positive effect on the performance of local government
organizations.

22. Petter, Stacie. William DeLone dan Ephraim McLean. 2008. Measuring information systems success:
models, dimensions, measures, and interrelationships. European Journal of Information Systems 17, 236–
263.
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Coverage]
1. Introduction The use of e-commerce has contributed significantly to the activities of online business
transactions in Indonesia. The benefits of e-Commerce can be seen from customers’ acceptance based on
perceived benefits in using it. Perception of benefit can be defined as the degree to which customer
believes that using a system can improve the perceived performance [1]. The use of e-commerce in the
commercial system aims to attract more prospective buyers
and maintain subscriptions in order to continue to use the services provided by the seller [2]. The e-
commerce can also expand the scope or market share of the company without sacrificing much of the
cost stored [3] [4]. It can be combined to reduce the cost of operational or marketing administration [5],
the activity of buying, selling products, distribution, marketing, and delivery of goods electronically [6] [7]
[8]. Thus, e-commerce may enhance the company in the existing competition. However, the successful use
of e-commerce needs to be evaluated to know its success. It is needed a specific model that can be a
reference applied the successfully of an e-commerce [9]. There are many studies that have been done in
order to identify the various factors for the success of e-commerce. For example, measuring e-commerce
success using the DeLone & McLean factors, namely: system quality, information quality, use, user
satisfaction and net benefit [10] [11]. The fact that e-commerce entrepreneurs in Indonesia many do not
know whether their ecommerce has achieved success or not. It is due to not knowing how to assess the
success of

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Reference 5 - 1,38% Coverage

<Files\\eng - 1-s2.0-S1877050921023929-main> - § 3 references coded [8,22% Coverage]

Reference 1 - 4,62% Coverage

Reference 2 - 2,27% Coverage

Reference 3 - 1,33% Coverage

<Files\\eng - 25902628> - § 2 references coded [3,40% Coverage]

Reference 1 - 2,17% Coverage

Reference 2 - 1,24% Coverage

<Files\\eng - 505-1834-1-PB> - § 11 references coded [13,29% Coverage]

Reference 1 - 2,41% Coverage

Reference 2 - 0,21% Coverage

Reference 4 - 0,62% Coverage

Reference 5 - 1,70% Coverage

Reference 6 - 1,19% Coverage

Reference 7 - 1,25% Coverage

Reference 8 - 0,27% Coverage

Reference 9 - 1,34% Coverage