Assessing call centers’ success: A validation of the DeLone and Mclean model for information system

Baraka, Hesham A.; Baraka, H.; EL-Gamily, Islam H.

doi:10.1016/j.eij.2013.03.001

Cited by 24 publications

(13 citation statements)

References 9 publications

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“…According to Delone and Mclean (2004) and Baraka et al (2013), the existence of a good level of user satisfaction towards a given IST will impact the arising of net benefits associated with the use of the referred technology, hence the interpretation that when a user is satisfied with an information system or technology, his or her individual success levels are triggered.…”

Section: Student Satisfactionmentioning

confidence: 99%

Assessing the success behind the use of education management information systems in higher education

Martins

Branco

Gonçalves

et al. 2019

Telematics and Informatics

139

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The continuous use of dynamic and disruptive ICT as energizing elements of the educational process is a reality of current days, where millennials are the centre of an education paradigm in which students are much more inclined to use technologies than enrolling in a traditional nondigital course. Considering education management information systems (EMIS) capacities to collect, analyse, process and publish information and data, it is easy to perceive their relevance to both education organizations and students. Nevertheless, and despite EMIS complexity and inherent possibilities, the existing literature does not provide for a detailed characterization on the impact these systems might have on students' success. Thus, this research focuses on understanding the use of EMIS by students and the arising of net benefits; it introduces an EMIS success model which posits that to ensure net benefits for students, education institutions must safeguard that their education management information systems are of high quality, while at the same time students are maintained satisfied with the system and engage in continuous use. To assess the posed model, an empirical study has been performed, involving students from higher education institutions. Findings from the study allow us to perceive that, as information systems (IS) success models state, EMIS use and students' satisfaction are predictors of net benefits. This same model also claims that the available information quality and EMIS inherent service quality are also strong determinants of both continuous EMIS use and student satisfaction.

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Section: Student Satisfactionmentioning

confidence: 99%

Assessing the success behind the use of education management information systems in higher education

Martins

Branco

Gonçalves

et al. 2019

Telematics and Informatics

139

View full text Add to dashboard Cite

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“…Beberapa penelitian memberikan hasil bahwa kualitas sistem dan kualitas informasi merupakan prediktor yang signifikan terhadap kepuasan pemakai, penggunaan, dan dampak individu [8], penelitian lain menunjukan bahwa faktor yang paling signifikan adalah kualitas sistem dan kualitas pelayanan berpengaruh besar terhadap kepuasan pengguna, sehingga kepuasan pengguna berpengaruh terhadap manfaat bersih dalam mengukur Business Process Outsourcing (BPO) [9]. Penelitian [10] menunjukan bahwa sistem informasi akuntansi pada PT.…”

Section: Pendahuluanunclassified

KAJIAN MODEL KESUKSESAN SISTEM INFORMASI DELONE & MCLEAN PADA PENGGUNA SISTEM INFORMASI AKUNTANSI ACCURATE DI KOTA SUKABUMI

Hudin¹,

Riana²

2016

Jurnal Sistem Informasi

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Accurate accounting information system is one of accounting information systems used in the six companies in the city of Sukabumi. DeLone and McLean information system success model is a suitable model to measure the success of the application of information systems in an organization or com-pany. This study will analyze factors that measure the success of DeLone & McLean information sys-tems model to the users of the Accurate accounting information systems in six companies in the city of Sukabumi. The data collected from 37 respondents through surveys, is then analyzed using Partial Least Squares (PLS) available in SmartPLS 2.0 M3 software application. The results demonstrate that the quality of information and service quality does not have a significant effect on the usage variable, while other variables have significant effects in measuring the success of the use of Accurate accoun-ting information systems to the value of R-squares for use 0.57, 0.94 for user satisfaction and 0.94 for net benefit. In addition, the value of goodness of fit (GoF) was 0.72 or 72%, so the models are substantially enough to represent the research result. Keywords: success, information system, partial least squares, smartPLS. AbstrakSistem informasi akuntansi Accurate merupakan salah satu sistem informasi akuntansi yang menjadi pilihan untuk digunakan di enam perusahaan di Kota Sukabumi. Model Kesuksesan Sistem Informasi DeLone dan McLean adalah model yang cocok untuk mengukur keberhasilan dari penerapan sistem informasi pada sebuah organisasi atau perusahaan. Penelitian ini akan menganalisis faktor-faktor yang mengukur keberhasilan model kesuksesan sistem informasi DeLone & McLean terhadap pengguna sistem informasi akuntansi Accurate di enam perusahaan di Kota Sukabumi. Data dari 37 responden yang dikumpulkan melalui survei, kemudian dianalisis dengan Partial Least Squares (PLS) menggunakan perangkat lunak SmartPLS 2.0 M3. Hasil dari penelitian ini membuktikan bahwa kualitas informasi dan kualitas pelayanan tidak berpengaruh signifikan terhadap variabel penggunaan, sedangkan variabel lainnya teruji signifikan dalam mengukur keberhasilan penggunan sistem informasi akuntansi Accurate dengan nilai R-square 0,57 untuk penggunaan, 0,94 untuk kepuasan pengguna dan 0,94 untuk manfaat bersih. Selain itu, nilai goodness of fit (GoF) sebesar 0,72 atau 72%, sehingga mo-del dinyatakan telah sesuai secara substansial dalam merepresentasikan hasil penelitian.

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“…The D&M model has been applied and validated in a number of IS studies. For instance, it has been tested and validated in studies assessing the success of e-commerce systems [ 5 6 ], knowledge management systems [ 7 ], e-government systems [ 8 ], and much more [ 9 10 ]. In particular, the model has also been tested and applied in a number of health information systems studies in both developed and developing countries—as Bossen et al [ 1 ] pointed out that the D&M model serves as a good framework for evaluating health information systems.…”

Section: Introductionmentioning

confidence: 99%

Validation of the DeLone and McLean Information Systems Success Model

2017

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ObjectivesThis study is an adaptation of the widely used DeLone and McLean information system success model in the context of hospital information systems in a developing country.MethodsA survey research design was adopted in the study. A structured questionnaire was used to collect data from 442 health information management personnel in five Nigerian teaching hospitals. A structural equation modeling technique was used to validate the model's constructs.ResultsIt was revealed that system quality significantly influenced use (β = 0.53, p < 0.001) and user satisfaction (β = 0.17, p < 0.001). Information quality significantly influenced use (β = 0.24, p < 0.001) and user satisfaction (β = 0.17, p < 0.001). Also, service quality significantly influenced use (β = 0.22, p < 0.001) and user satisfaction (β = 0.51, p < 0.001). However, use did not significantly influence user satisfaction (β = 0.00, p > 0.05), but it significantly influenced perceived net benefits (β = 0.21, p < 0.001). Furthermore, user satisfaction did not significantly influence perceived net benefits (β = 0.00, p > 0.05).ConclusionsThe study validates the DeLone and McLean information system success model in the context of a hospital information system in a developing country. Importantly, system quality and use were found to be important measures of hospital information system success. It is, therefore, imperative that hospital information systems are designed in such ways that are easy to use, flexible, and functional to serve their purpose.

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Assessing call centers’ success: A validation of the DeLone and Mclean model for information system

Cited by 24 publications

References 9 publications

Assessing the success behind the use of education management information systems in higher education

Assessing the success behind the use of education management information systems in higher education

KAJIAN MODEL KESUKSESAN SISTEM INFORMASI DELONE & MCLEAN PADA PENGGUNA SISTEM INFORMASI AKUNTANSI ACCURATE DI KOTA SUKABUMI

Validation of the DeLone and McLean Information Systems Success Model

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