Dimensions of Business-to-Consumer (B2C) Systems Success in Kuwait

Abstract

An extensive body of research has tested the information systems success model in many contexts. Surprisingly, few of these studies have applied it to e-commerce. A study by represents one such initiative, but it is crucial to address several remaining gaps associated with that study. Moreover, no e-commerce success model has considered the Arab world, which exhibits unique cultural factors influencing e-commerce. The authors' study proposes an improved IS success model for e-commerce in the Arab world. This model, based on that of , adds several enhancements to the validity and generalisability of his efforts, uses the latest SEM techniques, including both monetary and nonmonetary value conceptualisations, uses a multidimensional conceptualisation of system quality, and proposes specific factors of e-commerce service quality. The authors tested the proposed research model with a truly randomised sampling approach using 288 experienced business-to-consumer (B2C) consumers in the Arab world. The results largely support our hypothesised model. The most important difference between our results and those of previous studies is our finding that although service quality influences value, it has no bearing on user satisfaction in an Arab context. This study will be useful for practitioners and researchers seeking to improve the understanding of B2C e-commerce success in the Arab world.

The Determinants of eWoM in Social Commerce

“…Finally, since the focus on this study is on post-adoption and not on pre-adoption, as the case of most s-commerce studies, this study replaces attitude by satisfaction and current behavior by eWoM. Therefore, the proposed model (Figure 2) is in line with the marketing and customer behavior literature that proposes a value-satisfaction-loyalty chain that influences customer's behavior (Rouibah et al, 2015).…”

“…Use and satisfaction are two common measure of IS success. The information success model posits that use and user's satisfaction affect each other simultaneously (Delone & McLean, 2003;Rouibah et al, 2015), but that use can only be achieved when other factors are present. Here we consider eWoM as a form of use.…”

“…Unlike the only study of Mikalef et al (2013) who posited perceived enjoyment indirectly influences eWoM via the mediation of browsing, we propose here for the first time that perceived enjoyment will influence customer satisfaction and increase eWoM in a way to motivate the use of s-commerce on Instagram more specifically. We then infer for the first time: Perceived value is more of a complex construct that refers to what is received and given, and this includes the consumers overall evaluation of the utility of the products/ services (Rouibah et al, 2015;Zeithaml, 1988). It also refers to the consumer's overall perception of the product/service based on the considerations of its benefits and the desired sacrifice to acquire and/or use it (Rouibah et al, 2015).…”

“…We then infer for the first time: Perceived value is more of a complex construct that refers to what is received and given, and this includes the consumers overall evaluation of the utility of the products/ services (Rouibah et al, 2015;Zeithaml, 1988). It also refers to the consumer's overall perception of the product/service based on the considerations of its benefits and the desired sacrifice to acquire and/or use it (Rouibah et al, 2015). The information success model for the e-commerce context (Rouibah et al, 2015;Delone & McLean, 2003) posits that perceived value affect satisfaction.…”

Critical Success Factors Affecting Information System Satisfaction in Public Sector Organizations

“…Khalil and Elkordy (1999) explored the relationship between system usage and end-user satisfaction in Egypt,whileexcludingexternalfactors. Al-Gahtani(2004) (Nelsonetal.,2005;Gorlaetal.,2010;Rouibah et al, 2015). Among the carried modifications, Nelson et al, (2005) (Gorlaetal.,2010).Informationqualityreferstothedesirable characteristics of the system output (referring to IS quality as value) as well as report outputs thatmeetend-users'requirements(representingISqualityascomplianceandconformancetoIS specification) (Gorlaetal.,2010).…”