Management Information System in Evaluation of BCA Mobile Banking Using DeLone and McLean Model
DOI:
https://doi.org/10.37385/jaets.v2i2.217Keywords:
IS Success Model, Mobile Banking, DeLone and McLeanAbstract
The investment in information system brings significant impacts on the banking industry because it plays a pivotal role in providing better services and competitive edges. This study evaluated satisfaction level and benefit of the usage of the banking system which is m-Banking using the IS Success Model approach developed by DeLone and McLane in 2003. The population in this study was customers of one of the largest banks in Indonesia, namely Bank Central Asia (BCA) with a sample size of 200 customers. The data were analyzed using Structural Equation Model (SEM) with AMOS. The results showed that the IS Success Model consisting of system quality, information quality and service quality has a significant impact on customer satisfaction in using BCA m-Banking. This study also validates the research conducted by DeLone and McLean (2003) in developing the IS Success Model as a measure of the quality and key to the success of an information system.
Downloads
References
Alzahrani, A. I., Mahmud, I., Ramayah, T., Alfarraj, O., & Alalwan, N. (2019). Modelling digital library success using the DeLone and McLean information system success model. Journal of Librarianship and Information Science, 51(2), 291-306.
Al-Debei, M. M. (2014). The quality and acceptance of websites: an empirical investigation in the context of higher education. International Journal of Business Information Systems, 15(2), 170-188.
Al-Debei, M. M., Jalal, D., & Al-Lozi, E. (2013). Measuring web portals success: a respecification and validation of the DeLone and McLean information systems success model. International Journal of Business Information Systems, 14(1), 96-133.
Al-Ghazali, B. M., Rasli, A. M., Yusoff, R. M., & Mutahar, A. Y. (2015). Antecedents of continuous usage intention of mobile banking services from the perspective of DeLone and McLean model of IS success. International Journal of Economics and Financial Issues, 5(1S).
Booth, R. G. (2012). Examining the functionality of the DeLone and McLean information system success model as a framework for synthesis in nursing information and communication technology research. CIN: Computers, Informatics, Nursing, 30(6), 330-345.
Fang, Y. H., Chiu, C. M., & Wang, E. T. (2011). Understanding customers' satisfaction and repurchase intentions: An integration of IS success model, trust, and justice. Internet research.
Halim, E., Setiawan, D. P., & Novela, E. S. (2016, November). Factors affect quality of SMEs' online marketing website based on DeLone and McLean Model. In 2016 International Conference on Information Management and Technology (ICIMTech) (pp. 338-343). IEEE.
Hsu, M. H., Chang, C. M., Chu, K. K., & Lee, Y. J. (2014). Determinants of repurchase intention in online group-buying: The perspectives of DeLone & McLean IS success model and trust. Computers in Human Behavior, 36, 234-245.
Jeong, H. Y., & Kim, Y. H. (2012). A system software quality model using DeLone & McLean model and ISO/IEC 9126. International Journal of Digital Content Technology and its Applications, 6(5), 181-188.
Klobas, J. E., & McGill, T. J. (2010). The role of involvement in learning management system success. Journal of Computing in Higher Education, 22(2), 114-134.
Mansour, M. M. O. (2020). Acceptance of mobile banking in Islamic banks: integration of DeLone and McLean IS model and unified theory of acceptance and use of technology. International Journal of Business Excellence, 21(4), 564-584.
Mobasheri, M., Saghaeiannejad-Isfahani, S., Saeedbakhsh, S., Jahanbakhsh, M., Khaledifar, B., & Habibi, M. (2014). An assessment and comparison of information quality of hospital information systems in medical-teaching hospitals of the city of Isfahan based on delone and McLean's modified model. Life Science Journal, 11(9), 425-431.
Riasti, B. K., & Nugroho, A. (2019, December). Analysis of the success of student monitoring information system implementation using DeLone and McLean model. In Journal of Physics: Conference Series (Vol. 1339, No. 1, p. 012063). IOP Publishing.
Sarkheyli, A., & Song, W. W. (2018, November). Delone and McLean IS success model for evaluating knowledge sharing. In International Workshop on Data Quality and Trust in Big Data (pp. 125-136). Springer, Cham.
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 (IJEBR), 6(1), 68-84.
Shim, M., & Jo, H. S. (2020). What quality factors matter in enhancing the perceived benefits of online health information sites? Application of the updated DeLone and McLean Information Systems Success Model. International Journal of Medical Informatics, 137, 104093.
Tam, C., & Oliveira, T. (2017). Understanding mobile banking individual performance: The DeLone & McLean model and the moderating effects of individual culture. Internet Research.
Tona, O., Carlsson, S., & Eom, S. (2012). An empirical test of Delone and McLean’s information system success model in a public organization.
Yakubu, M. N., & Dasuki, S. (2018). Assessing eLearning systems success in Nigeria: An application of the DeLone and McLean information systems success model. Journal of Information Technology Education: Research, 17, 183-203.
CITEDNESS IN SCOPUS
CITEDNESS IN WOS
