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The influence of quality on e-commerce success: an empirical application of the Delone and Mclean IS success model

Sharkey, Ultan
; 
Scott, Murray
; 
Acton, Thomas
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Publication Date
2010-01
Keywords
IS use, IS performance evaluation, E-commerce models, E-business, Consumer-web site interaction, Web-based commerce, Business Information systems
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Article
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Sharkey, U., Scott, M., & Acton, T. (2010). The influence of quality on e-commerce success: an empirical application of the Delone and Mclean IS success model International Journal of e-Business Research, 6(1).
Abstract
This research addresses difficulties in measuring e-commerce success by implementing the DeLone and McLean (D&M) model of IS success (1992, 2003) in an e-commerce environment. This research considers the influence of quality on e-commerce success by measuring the information quality and system quality attributes of an e-commerce system and the intention to use, user satisfaction and intention to transact from a sample of respondents. This research provides an empirical e-commerce application of the updated IS success model proposed by DeLone and McLean (2003). This paper found significant relationships between Information Quality and System Quality and three success dimensions: intention to use, user satisfaction and intention to transact. It found the following information and system quality constructs to be most important in predicting e-commerce success: ease of understanding, personalisation and reliability. In particular, that reliability is more important than usability where transactions are concerned and security is important to transactional zones of e-commerce systems, but is not the most important factor.
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IGI Global
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Attribution-NonCommercial-NoDerivs 3.0 Ireland
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Enterprise Agility (Scholarly Articles)