Analysis of Information System Success Model for E-Commerce Businesses

This report examines the Information System Success Model, specifically the DeLone and McLean model, and its application within the e-commerce industry. It explores the model's dimensions, including system quality, information quality, and service quality, and analyzes their impact on user satisfaction and overall business success. The report investigates the positive impacts of the model on e-commerce, identifies challenges related to system updates and service quality, and provides recommendations for improvement. The research questions guide the analysis, focusing on the model's influence on e-commerce business, regulatory actions, difficulties, and potential solutions. The literature review provides a comprehensive overview of the IS success model, its dimensions, and its relevance to e-commerce. The conceptual framework illustrates the relationship between the IS success model and e-commerce. Overall, the report aims to provide a comprehensive understanding of the IS success model's application and effectiveness in the e-commerce context.

INFORMATION SYSTEM SUCCESS MODEL

Table of Contents
Introduction......................................................................................................................................3
Research Questions..........................................................................................................................4
Conceptual Framework....................................................................................................................5
Literature Review............................................................................................................................5
Significance.....................................................................................................................................8
Limitations and Delimitation:..........................................................................................................9
Ethical issues:................................................................................................................................10
Methods.........................................................................................................................................10
Appendix........................................................................................................................................19
References......................................................................................................................................20

Introduction
It has been observed that network technology and machine system has reshaped existing standard
of communication by providing group of opportunities. This research study sheds light on the on
the implementation of IS success model with reference to DeLone and McLean. It is evident that
D&M model has come up with a range of opportunities in the context of e-learning model and e-
learning courses. The IS model is considered as one of the influential model that incorporates
with user satisfaction and service innovation. Apart from this, IS model is helpful to assess ELS
success due to its comprehensive foundation and successful empirical studies. In this research
study, measurement techniques and critical understating are assessed in the context of D&M
model. This study is helpful to understand and establish relation between variables and its impact
over information system in the context of e-commerce industry. This study applies the IS model
to study e-commerce systems in the context of individual impact for business operation.
According to Alraimi (2015, p.35), DeLone and McLean model is considered as structural
equation model as it incorporates with user involvement. Meanwhile, it is also evident that
researchers have still consider one single dimension of Is rather than considering systematic view
associated with this particular model. It has been observed that in recent time e-commerce
business operators are successfully implement or try to implement D&M model in its business
operation so that effective result can be generated. The main advantage of implementing this
model is its ability to provide resolution regarding multidimensional approaches with reference
to e-commerce industries. In addition to this, this study is also significant to track down the
changes that the e-commerce business industries have witnessed in recent time due to change in
marketplace. This study is beneficial to analyse the factors that hampers service standard of
information system and thus provide effective resolution to resolve those problematic factor.
Apart from this, critical analysis of Delone and McLean updated model is also evaluated in this
study. The variables of information system success are also studied in this context to find the
relations between the variables.

Research Questions
● What are the positive impacts of Information System Success Model on Ecommerce
business?
● What the regulatory effective actions made on service quality in relation to information
System Success Model?
● What are the difficulties faced in respect to updating of ecommerce system in relation to
information System Success Model?
● What are the recommendations made to improve on difficulties assessed in information
System Success Model?
Research questions are categorically made to highlight reflective analysis from the chosen
model. In this respect, Information System Success Model has been chosen that allows
functioning as an information system in ecommerce. In assessment of in assessment of Aparicio
(2016, p.58), it has been observed from deep analysis that respective model is guiding an
improvement in the ecommerce system. There is also a particular analysis made on customer
satisfaction and improvement of service quality. In this respect, there are four questions that are
analysing perspectives of this research. In the first question, the positive impacts of this
information system are questioned. Practically, there is an observation made through this
question that there are some positive impacts that allows e-commerce businesses to improve their
orientation in market. As discussed from this aspect, the model is likely to create a positive
impact through its information, service and system quality. In addition to this, there is guidance
that relates to combat and transfer information within ecommerce system of business. Practically
there is an innovated process that is highlighted to create a possible assistance. Practically, this
positive impact is allowing setting in further development within the e-commerce system. In a
respective aspect of concern, one also needs to analyse and hint on a processed liberation that is
guiding an influentially helping to create an access on services. As analysed from the second
question, there are observatory improvement in service quality. Service quality is reflected to
improve usage of certain procedures that is related to information system of business. It creates a
layout for consumers and also for sellers that allows reflecting a positive impact on
understanding several accession of information. This hints a positive access of this model within
the commerce business model. In the next question highlights on its respective setbacks are
actualised. Additionally, when there are reflective updating required, it has been analysed that

often there are less updated procedures that is leading a flaw in ecommerce business. Apart from
this in reference to the last question, there are hints on the recommendation that is required to
adopt to resolve the negative impacts of this information system model in ecommerce business.
Conceptual Framework
The conceptual framework gives a clear observation on models that is catering to reflect an
opportunity that is allowing laying a successful ecommerce business. In this review there are few
concepts that highlight requirement of information system model that is laying a successful
organisational assessment. This particular conception creates a view on the concept of
information system success model that revolves genuine impact on ecommerce business.
Figure 1: Conceptual Framework
(Source: Researcher)
INFORMATION SYSTEM SUCCESS MODEL
Information System Success Model (DeLone and McLean)
Approach to DeLone & McLean ModelImpact of DeLone & McLean Success Model on E-
Commerce
Concept of Information System Success Model (DeLone and McLean)

Literature Review
Concept of Information System Success Model (DeLone and McLean)
According to Wang et al. (2016, p.379), the success of the information system is elaborately
defined and conceptualised by the factors revolving around the Information System success
model which is primarily designed by DeLone and McLean. The IS success model defines the
impact of the Information System of an organisation level as well as on individual level.
Approach of accepting this model s genuinely related to function and liberate with an
opportunity that helps in solving with a genuine operation. In fact, there is an individual analysis
to improve facts and figurations along with which there is analytical correspondence of acquiring
a positive impact on ecommerce business there are also parameters of acceptance that is helping
to resolve customer dissatisfaction. In a particular concept, there is several significance that
allows functioning in laying a positive impact on information system. In fact, apart from this,
there has also been a requirement of updating that is mandatory to analyse in this respect. The
negative impact s highlighted in the research question that there is a lesser acceptance of
updating in this particular systematic model. Though there are several facilities that help in
improving ecommerce, there are acts that also need to be considered within this information
system model (Aparicio 2016, p.68).
Figure 1: DeLone and McLean success model
(Source: Aparicio 2016, p.74)
According to the model designed by DeLone and McLean, there are six basic dimensions that
widely contribute to Information System. The six dimensions of the Delone and McLean model

are system quality, information quality, service quality, user satisfaction, usage and net benefits.
All the dimensions framed and elaborated by DeLone and McLean have different types of impact
and serves vivid roles to the organisation as well as on the individual self.
● System quality is an important tool that is used extensively to measure the characteristics
that are used while making an ecommerce site. The characteristics that are measured are
availability, usability, reliability, adaptability and response time which also have an
impact on the system quality.
● Information quality is extensively measure by the content of the ecommerce site and
other relevant issues that affect the information quality. The content of the ecommerce
site is only valued by the service user only if the content is relevant, easy to understand
what is given, personalised and the purpose served to the users.
● Service quality is elaborately measure by the service that is provided by the service
provider. The service can be delivered by the Information system of the organisation or a
third party that has been shortlisted by the organisation for outsourcing.
● Usage has a lot of parameters that are widely scrutinised. It is not only related to the user
visiting the website but also related to the navigation part of the ecommerce website the
user visits.
● User satisfaction is widely based on the feedback system that is generated by an
organisation. Feedbacks given by the service users play an important role in analysing the
organisational structure. Feedbacks given are reviewed extensively and various
parameters are used against it to improve the organisation structure for the betterment of
the service user.
● Net benefits are widely measured by the feedbacks (negative or positive) given by the
service users on the service provided by the ecommerce technology. As opined Alraimi
(2015, p.32) by, net benefits also has an impact on the positives and negatives that the e
commerce has on suppliers, individuals and the organisation.
Approach to DeLone & McLean Model:
According to the original model framed by DeLone and McLean it can be stated that the original
model requires a broader multidimensional framework as the environment is prone to constant
change. As opined by Balogun et al. (2017, p.10), with change in time and space, new theories

are developing day by day which questions the existence and the validity of the older model. To
the keep the existence of the model intact, originality of the approach while framing any
particular model is mandatory. The two important features that are adopted by researchers while
proposing a model based on the original model by DeLone and McLean are the multidimensional
approach and originality. The research work that has been done is not according to the criteria of
the original model and many relevant data has been overlooked by the researcher while drawing
a conclusion of the original article by DeLone and McLean. As per DeLone and McLean, it can
be stated that all the researchers should follow a very systematic approach and combination of all
the guidelines and measure to make the model more effective and easier to use while working on
the success of Information System of an organisation.
Impact of DeLone & McLean Success Model on E-Commerce:
Information technology and the vast usage of Internet have wide affected all types of business
activities globally. Organisations throughout the world are taking huge interests in e-commerce
business applications but most organisations are unable to achieve goals regarding their online
based business frameworks. According to Palacios Fenech (2016, p.55), the DeLone and
McLean Information Systems Success Model is widely used by the organisations to adjust to the
difficulties faced by the new online business dimension. The six measurement techniques of the
model are in a structure which can define parsimonious for internet business achievement
measurements.
Significance
Adopting information system can help a business organisation to set foot in the web based
business strategies. Since online based business is booming globally, most of the organisations
are adopting the norms and protocols to garner maximum response from the service users. The
research has defined the concept of information system clearly so that it becomes easy for the
readers to follow along with the information provided (Bano 2015, p.152).
The reason for elaborately doing the research is to shed light on the information system of an
organisation using the Delone and McLean Information System Success Model and the benefits
that can be reaped from the proposed model. The research has not only proposed instrument for

information system success measurement but also has provided necessary studies that has been
used for the article.
The impact of the Information System in a business organisation can help the business grow with
the advent of web based promotions. Since information technology is on the rise, organisations
are adopting measures to invest and expand on the web based arena to garner more positive
response from the service users. Adoption of the DeLone and McLean six management
techniques of the model can help an organisation reframe the online business structure to expand
the business among service user to gain maximum response (Navimipour 2015, p.475).
The research can shed light on the structures of the business organisation trying to expand on
online business. By applying the model formulated by DeLone and McLean, it can be stated that
business organisations can garner positive response from the consumers if the model is adopted.
As the content of the ecommerce site is only valued by the service user only if the content is
relevant, easy to understand what is given, personalised and the purpose served to the users.
Limitations and Delimitation:
The latest information system has few key elements that can be adopted by organisations are,
● Hardware
● Software
● Data
● People
● Process
The hardware must be created with reliability which in turn helps in managing workload
efficiently. The organisations must design the software efficiently and evaluate in ways that it
can maximise the effectiveness. Data should be entered in the computer in a very accurate way
without any discrepancy. The people who are responsible for all the maintenance of the relevant
data should be highly skilled and knowledgeable to handle all the latest version of information
systems. Lastly the user must be taught how to operate the system to get relevant data quickly
and effectively.
There are many organisations that use information systems as a tool to increase the effectiveness
of an organisation. According to Dwivedi et al. (2015, p.143), the information system can

provide detailed insight to the business management which can in turn shed light on critical
business decisions. Information system limitation banks on a few elements that are widely taken
into consideration, namely expenses of information system where it can stated that implementing
it can be expensive and it can increase the financial input of an organisation, employee training
can be an integral part of any business organisation as hiring and training proper employees is
necessary as it is important to keep knowledgeable employees to look after the relevant data put
in by the user and other management officials. Major flaw of an organisation implementing
information system is pulling out of inadequate information for management which results in
waste of valuable time and money (Mohammadi 2015, p.360)
Ethical issues
In information systems of a business organisation, code of ethics play an important role in
protecting the content of ecommerce trade. To garner maximum response from their consumers,
organisation should maintain a strict protocol to protect their content. Security of an organisation
plays a big role in present era of computers, e-commerce and the Internet. However, with
technological breakthrough, there are crimes related to it as well (Gangwar 2015, p.107).
Organisations need strict laws to protect the data to safeguard the future of the organisation.
Major security threats in e commerce are cyber crime. This is where relevant data of the
company is hacked via external force which may in turn affect the company’s organisational
structure to function properly.
There are four widely known types of cyber crime:
Identity theft: this is where a cyber criminal poses to be someone else to practice malfunction
by stealing relevant data. For example: stealing credit/debit card information, social security
numbers and passport numbers.
Copyright breach: this is biggest problem of ecommerce business where copyright breach
means use of unauthorised materials.
Hacking: this is the most prevalent method used to by-pass security mainframe to gain
unauthorized access to a computer system to steal data and other illegal activities.
Virus: unauthorized programs developed by hackers to annoy users, hack or steal sensitive or
private data or used to control software or hardware equipment controlled by computers.

Methods
This study is going to consider the responses of participants regarding the influence of social
media on purchasing behaviour in e-commerce. For this study, primary quantitative data
collection method has been used, that helps to gather large number of data within shortest
possible time. A set of questionnaires has been made and upload online, so that university
students can get their access, who are active users of social media. A population size of 200
students has been taken, who have a profile in at least one of the social media. However, some of
them left mid-way, and some did not wish to participate in this survey. Thus, through random
sampling technique, a sample size of 20 has been chosen, and their responses helped to carry out
this study effectively.
Q1. Do you agree that information model system is laying a positive impact on e-commerce
business?
Strongly agree 3
Agree 5
Neutral 2
Disagree 6
Strongly disagree 4
Table 1: Positive impact of information model system
Column1 Column2 Column3 Column4 Column5 Column6 Column7
Anova: Single Factor
SUMMA
RY
Groups Count Sum Average Variance
Row 1 1 3 3 #DIV/0!

Row 2 1 5 5 #DIV/0!
Row 3 1 2 2 #DIV/0!
Row 4 1 6 6 #DIV/0!
Row 5 1 4 4 #DIV/0!
ANOVA
Source of
Variation
SS df MS F P-value F crit
Between
Groups
10 4 2.5 65535 #NUM! #NUM!
Within
Groups
0 0 65535
Total 10 4
Table 2: ANOVA
Findings and analysis:
From the above table, it is evident that information model system is not making any positive
impact on business of e-commerce. The intersecting point of F and between groups is 65535; and
it is the same in case of the intersection between MS and within groups.
Q2. Do you agree that information systems are effectively helping to improve e-commerce
system?
Strongly agree 5
Agree 4
Neutral 3