Understanding the impact of digital service failure on users: Integrating Tan’s failure and DeLone and McLean’s success model

Abstract

Although information systems (IS) success has been given much attention in IS literature, failure has received lesser attention. This study empirically validates a model of digital service failure for consumers by integrating three dimensions from Tan's failure model and one dimension from DeLone and Mclean's Information Success model. The factors have been mapped to Expectation Disconfirmation Theory (EDT). Experiential survey approach has been used to collect primary data from information systems users who have experienced digital service failure. Structural equation modeling (SEM) has been used for model testing and validation to measure the impact of information, system, functional and service failure of digital service on end users. The findings suggests that information, functional, system and service failure has an impact on the consumers through the outcome, process, cost and user satisfaction of digital services.

What Affects Usage Satisfaction in Mobile Payments? Modelling User Generated Content to Develop the “Digital Service Usage Satisfaction Model”

“…Information Risk Information risk plays an important factor in increasing the usage of digital services (Mustafa et al 2020). Digital payments services are required to maintain the integrity and authorization of transactions (Slade et al 2015).…”

“…Reduced information risk instils higher user confidence because users lower their apprehension of losing their personal information and financial information to external entities intentionally or accidentally (Leong et al 2003 ). Information risk factors could be triggered by economical, performance, social, time or financial triggers (Shon and Swatman 1998 ; Mustafa et al 2020 ). If the information risk increases, as perceived by the consumer, there is a greater chance that the consumer may not adopt or use the technology (Leong et al 2003 ; Slade et al 2015 ; Weerakkody et al 2017 ).…”

Bring Your Own Device (BYOD) as reversed IT adoption: Insights into managers’ coping strategies

“… Perceived severity is the level of the potential impact of the threat ( Vance et al, 2012 ) resulting from insufficient or ineffective ISS measures to manage the threat. This perception of potential impacts is important when considering suitable corrective actions to implement ( Mustafa et al, 2020 ) and reinforce the threat appraisal ( Siponen et al, 2014 ). …”

“…Therefore, seen from a manager’s perspective, BYOD can harm the organization’s information system security and lead to failure. Failure can correspond to information failure (compromised data security), functional failure and system failure and can eventually lead to service failure from companies ( Mustafa, Kar, & Janssen, 2020 ).…”

Exploring the Fundamental Factors of Digital Inequality in Bangladesh

“…While most of the literatures focused on the scalability of digitization, an important factor, security, has been overlooked, which has been discussed in Mir et al (2020). Another overlooked factor of digital inequality, the reasons behind the rejection of digital service, was investigated by Mustafa et al (2020). Their investigation results showed that the outcome and customers' satisfaction of digital services are greatly impacted by information, functional, system and service failure.…”