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The Influence of Quality on E-Commerce Success: An Empirical Application of the Delone and Mclean IS Success Model
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Author(s): Ultan Sharkey (National University of Ireland Galway, Ireland), Murray Scott (National University of Ireland Galway, Ireland)and Thomas Acton (National University of Ireland Galway, Ireland)
Copyright: 2012
Pages: 16
Source title:
Transformations in E-Business Technologies and Commerce: Emerging Impacts
Source Author(s)/Editor(s): In Lee (Western Illinois University, USA)
DOI: 10.4018/978-1-61350-462-8.ch018
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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 constructs to be most important in predicting success: ease of understanding, personalisation and reliability. In particular, that reliability is more important than usability where transactions are concerned and security though important, is not the most important factor.
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